5 Diamond Patient Safety Program

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5 Diamond Patient Safety Program Decreasing Patient & Provider Conflict Keeping It Cool: Conflict Management 2008 •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).

Transcript of 5 Diamond Patient Safety Program

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5 Diamond Patient Safety Program

Decreasing Patient & Provider ConflictKeeping It Cool: Conflict Management

2008

•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).

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Keeping It C L!

Created by Renée Bova-Collis, MSW, LCSW

July 2007

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

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Why Does MARC Have to Stick Their Nose in It?

• Subpart U regulations– Quality Improvement– Complaints and grievances

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Network 5 Annual Complaint Comparison

0

10

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Abus

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

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Guided Imagery Exercise

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

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

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What is DPC?Decreasing Dialysis

Patient-Provider

Conflict

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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

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PROFESSIONALISM

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Professional Code of Ethics

• Builds confidence• Accountability• Liability

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Merriam-Webster dictionary:

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

the workplace.

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“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

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Relationships: Personal vs Professional

• Purpose

• Balance of Power

• Focus

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Challenging situations are often the delayed result of

professional boundary violations.

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Becoming Personally Involved

• Sharing that shifts FOCUS from pt to professional

• Lose ability to respond objectively

• React emotionally

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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

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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

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Dual Relationships

• Exchange of goods or services

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Fishbowl Effect

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Other Pitfalls:

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

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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

http://www.memag.com/
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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?

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Document. Document. Document.

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

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

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Healthcare workers are often nurturing and sensitive, thus

susceptible to the formation of intense personal relationships.


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