Charles Kunkle MSN, CEN, CCRN, BC-NA

ckunkle@navigatorleadership.com

www.navigatorleadership.com

HCAPS

Core Measures

CPOE

High Alert Medication checks

Competencies

Discharge Planning

Medication Reconciliation

Chart Checks

What RNs experience when expected to assume additional

unplanned responsibilities while simultaneously

conducting their multiple responsibilities in a condensed

time frame.

40% of an RNs time is spent somewhere other than the

bedside

AONE Study- 3500 nurses

53% strongly agreed that their job was so stressful that they were feeling burned out

56% report that opportunities to establish relationships and provide compassionate care with patients was fair or poor.

The Boomers are coming

Healthcare for All

Decreasing primary care MDs

Name a company that provides good

customer service and why you return

to that business

Lack of information

Lack of respect

Using labels -“difficult family” or “drug seeker”

Anxiety or loss of control

Pain

DON’T TAKE IT PERSONALLY

The response you get depends on Age

Gender

Culture

Stress level

Type of illness

DON’T TAKE IT PERSONALLY

Go to appt

Make appt

home

MD visit

Home

Procedure needed Back to

MD

Wait for

results

Anxiety

Defensive Acting Out

Person

Only 15% of the message that we deliver comes from the words that we say Verbal

Non-Verbal

Para Verbal

85% of communication comes from the unspoken word

Definition:

Messages translated by body posture and motion

Tone - The inflection of your voice

Avoid negative inflections

Be aware of tones that relay a sense of

- Impatience

- Anger

- Sarcasm

- Inattention

- Condescension

- Doubt

Volume – Appropriate to the distance and situation

AVOID

Or Else

Cadence – Rate and Rhythm of speech should be even

Talking too quickly gives the sense you are in a rush

Talking too slowly gives the sense their problem is an emergency

I didn’t call you stupid

I didn’t call you stupid

I didn’t call you stupid

I didn’t call you stupid

I didn’t call you stupid

I didn’t call you stupid

I didn’t call you stupid ,

LOL

Weaknesses

Strengths

Emotions

Needs

Pet Peeves

“It’s not the amount of time you spend with a patient, but rather the quality of that time, that makes a difference.”

Acknowledge Patients Feelings

I know you are scared for your child

You seem confused, can I explain the process for you

I can see that you are worried about your test results

Charles Kunkle MSN, CEN, NE-BC

ckunkle@Navigatorleadership.com

www.navigatorleadership.com