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A comprehensive overview of patient-centered care (pfcc), emphasizing its core concepts, communication strategies, and cultural competency. It explores key frameworks like ripc and clas, highlighting the importance of effective communication, empathy, and cultural sensitivity in healthcare. The document also delves into health literacy and service recovery, offering practical strategies for improving patient experiences.
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PFCC stands for - ✔✔Patient & Family Centered Care Describe PFCC (Patient & Fam Cntred Care) - ✔✔1. promotes health & well-being of individual & family. 2.approach to planning, delivery & evaluation of health care
What is result of effective communication? - ✔✔pt & family feels listened to, supported, understood, validated 2) promotes trust 3) improve quality of care 4) improves health outcome What is fundamental component for patient experience & PFCC - ✔✔communication Is verbal & nonverbal a part of effective communication? - ✔✔Yes Key elements of communication: - ✔✔context movement appearance, eye contact use of space touch non-word sounds active listening tone of voice humor effective communication has key elements. They are: - ✔✔context movement appearance, eye contact use of space
sympathy implies - ✔✔sharing feelings of another empathy implies - ✔✔imagining feelings that one does not actually have ability to understand feelings techniques to communicate empathy & compassion include - ✔✔active listening being present verbal & non-verbal emotional cues interpret emotional message attunement ~ reflect back the feelings attending to mind/body/spiritual needs what is cultural competency? - ✔✔behaviors, attitudes, & policies that come together in a system at enables effective work in x-cultural situations How does cultural competency & diversity impact healthcare? - ✔✔? What is the value of knowing community demographics being served? - ✔✔? culture is: - ✔✔patterns of behavior (lang, thoughts, communications actions, customs, beliefs, valued & institutions of racial, ethnic, religious or social groups.}
competence is: - ✔✔capacity to function effectively as individual & organization within context of cultural beliefs, behaviors & needs of community cultural sensitivity is: - ✔✔recognition that there are differences between cultures. Differences reflected in ways different groups communicate & relate to one another & manner in which they interact with healthcare. cultural competence is: - ✔✔congruent behaviors, attitudes, & policies that come together in a system, agency, professionals that enable effective work in cross-cultural situations. cultural competent healthcare professional is: - ✔✔professional who views patients/families as unique individuals whose perceptions of clinical care are affected by past experiences, beliefs, values & language. CLAS stands for: - ✔✔Culturally & Linguistically Appropriate Servies Culturally & Linguistically Appropriate Servies (CLAS) Themes (4): - ✔✔1. principal standard
methods to engage patient/families in their care: - ✔✔PFCC (pt & fam centered care) RIPC (respect, info share, participtn, collaboratn) effective communication compassionate care empathy/sympathy cultural competency & diversity health literacy what is meant by effective communication in empathy/sympathy? - ✔✔fundamental aspect of + experience & essential for delivery of quality care. More than transmission of info ~ involves transmitting feelings, acknowledging feelings & letting pt know their feelings have been recognized. what is relationship between cultural diversity, & cultural competency & health literacy and the duties/techniques associated with good service recovery & resolution of complt/grievance? - ✔✔ health literacy strategies & techniques include (4) - ✔✔plain language clear & simple processes/publications cultural respect via culture competence framewk offer & confirm clear understanding what % of adults have proficient health literacy? - ✔✔12% health literacy is not related to: - ✔✔socio-economic status
formal education elements of plain language (4) - ✔✔organized info ~ most important points 1st breaking complex info into understandable chunks simple language & defining technical terms use active voice RIPC Respect & Dignity Information Sharing Participating (NOT partnership) Collaboration are: - ✔✔Core Concepts of PFCC strategies & tools to support experience efforts (2) - ✔✔equipping healthcare professionals to engage pt & fam, strategies for creating pt / fam exceptional experience 3 approaches to equip healthcare professions to better engage with pts - ✔✔px definition & understanding PFCC definition & understanding empathy 3 strategies for creating pt/fam exceptional experiences - ✔✔bedside shift reporting
complaint is - ✔✔1. verbal,