5 Diamond Patient Safety Program

Decreasing Patient & Provider ConflictKeeping It Cool: Conflict Management

•This presentation was collaboratively developed by the Mid-Atlantic Renal Coalition (MARC) and the ESRD Network of New England for the 5-Diamond Patient Safety Program.

The 5-Diamond Patient Safety Program is endorsed by the Renal Physicians Association (RPA) and American Nephrology Nurses’ Association (ANNA).

Keeping It C L!

Created by Renée Bova-Collis, MSW, LCSW

July 2007

Goal:To create an atmosphere that is both professional and comfortable for patients and staff.

Why Does MARC Have to Stick Their Nose in It?

• Subpart U regulations– Quality Improvement– Complaints and grievances

Network 5 Annual Complaint Comparison

2003 n=902004 n=992005 n=1032006 n=143

Guided Imagery Exercise

Adapted From 2005 NKF Clinical Meetings Presentation by Rick Russo, LMSW

Common Triggers of Hostile Patient Behaviors• Ineffective Communication Skills• Frustration/Overwhelmed with Emotions• Perceived Disrespect/Belittlement• Perceived Loss of Control• FEAR

What is DPC?Decreasing Dialysis

Patient-Provider

Conflict

Create A Calm Environment

Open Yourself To Understanding Others

Need A Nonjudgmental Approach

Focus On The Issue

Look For Solutions

Implement Agreement

Continue To Communicate

Take Another Look

PROFESSIONALISM

Professional Code of Ethics

• Builds confidence• Accountability• Liability

Merriam-Webster dictionary:

Professionalism is a way of exhibiting a courteous, conscientious and generally businesslike manner in

the workplace.

“Most relationships don’t become screwed up because one person is doing it wrong. They become unhealthy because two people spin off each other.”

-Elizabeth B. Brown,

Living Successfully with Screwed-Up People

Relationships: Personal vs Professional

• Purpose

• Balance of Power

• Focus

Challenging situations are often the delayed result of

professional boundary violations.

Becoming Personally Involved

• Sharing that shifts FOCUS from pt to professional

• Lose ability to respond objectively

• React emotionally

Gifts• Unit policy against

giving/receiving of gifts

• Protects pts from feeling that they need to pay extra for quality

• Protects staff from feeling they need to give extra attention

Showing Favoritism

Showing that you favor one patient over another, or facilitate a patient favoring you over other staff•Creates expectation that it will be done again•Expectation that other staff will do the same

Dual Relationships

• Exchange of goods or services

Fishbowl Effect

Other Pitfalls:

• Flirtation• Inappropriate dress/language• Ordering/parenting• Having the last word• Threatening termination

Malpractice: Watch your Malpractice: Watch your tone of voicetone of voice

• Little to do with mistakes or skill• Personal level

-from Medical Economics www.memag.com Aug 18, 2006

Final Tips: How do you know if you are crossing a line?

• Allowed in other medical settings?

• Assist patient in care?• Can it be documented?• Willing to do for ALL

patients?

Document. Document. Document.

• Just the facts, Ma’am• What, Where, When,

Why, How, Who• If it’s not documented…

Healthcare workers are often nurturing and sensitive, thus

susceptible to the formation of intense personal relationships.

5 Diamond Patient Safety Program

Documents

Transcript of 5 Diamond Patient Safety Program

PATIENT SAFETY Justin MFIZI Patient Safety officer KFH.

Patient Safety

MARC – Network 5 5 Diamond Patient Safety Program Decreasing Patient & Provider Conflict Basics of Patient-Centered Care 2008.

ELECTRICAL SAFETY ANALYZER WITH PATIENT SIMULATOR … · ELECTRICAL SAFETY ANALYZER WITH PATIENT SIMULATOR ... ELECTRICAL SAFETY ANALYZER WITH PATIENT SIMULATOR . 2 PATIENT ... status

Nursing Students’ Perceptions of Patient Safety - QSEN · Nursing Students’ Perceptions of Patient Safety ... Patient Safety Culture Quality and Safety Education for Nurses ...

PENNSYLVANIA PATIENT SAFETY ADVISORYpatientsafety.pa.gov/ADVISORIES/Documents/200812_home.pdf · Pennsylvania Patient Safety Advisory About the Pennsylvania Patient Safety Advisory

Patient Safety Evaluation System and Patient Safety Organization Fundamentals

DoD Patient Safety Program Patient Safety Improvement Guide

TECHNICAL SPECIFICATIONS - Diamond Safety Concepts

ESRD Network 6 5 Diamond Patient Safety Program

THE ECONOMICS OF PATIENT SAFETY - … · • Etchells et al (2012), The Economics of Patient Safety in Acute Care. The Canadian Patient Safety Institute. The Canadian Patient Safety

Recent Developments in Patient Safety and Scope of Patient Safety Special Interest Group Recent Developments in Patient Safety and Scope of Patient Safety.

PART 3â€”PATIENT SAFETY ORGANI- ZATIONS AND PATIENT SAFETY WORK

Patient safety

Patients for Patient Safety M argaret Murphy, Patient Advocate External Lead Advisor Patients for Patient Safety WHO Patient Safety Beaumont Hospital Transplant.

Enhancing Patient Safety through Effective Communication Patient Safety... · Enhancing Patient Safety through Effective Communication Joint Commission Communication Standards •

ESRD Network 6 (Southeastern Kidney Council) ESRD Network 6 5 Diamond Patient Safety Program What is Patient Safety?

The Quality Colloquium at Harvard University August 27, 2003 Patient Safety Organizational Readiness Assessment Tool Louis H. Diamond, MDBeverly A. Collins,

Patient Safety:

Patient Safety - Cape Fear ValleyImprovement/Patient Safety Plan. – The 2013 National Patient Safety Goals. – What CFV is doing to address the National Patient Safety Goals and