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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
- grounded in beneficial partnership among healthcare providers, patient & family. Emphasis of PFCC - ✔✔collaboration, all levels of care, in all health care settings. Who defines PFCC - ✔✔patients and families. What is goal of PFCC? - ✔✔promote health & well-being of individual & family AND maintain their control. elements/core concepts of PFCC *** - ✔✔RIPC Respect & Dignity Information Sharing Participating (NOT partnership) Collaboration What best describes PFCC - ✔✔RIPC: Respect, Info share, participation, collaboration
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
- governance, leadership & workforce
- communication & language assistance
- engagement, continuous improvement & accountability Culturally & Linguistically Appropriate Servies (CLAS) is: - ✔✔way to improve quality of services provided to individuals which will ultimately help reduce health disparities & achieve health equity.
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
- apologize
- respond/thank HEART Service Recovery benefits - ✔✔1 empowers quick action 2 creates loyalty 3 identify/correct on the spot 4 communication tool for listening/observing for dissatisfaction 5 improves px by showing every member team invested in pt needs strategies for service recovery - ✔✔develop plan/process ensure apology/resolution/thank you educate/train all staff leaders role model & provide resources brochure promoting plan create serve recovery kit staff to discuss difficult situations / build confidence/skill identify when needs escalate to manager grievance is - ✔✔1. written or verbal
- not able to resolve at time of complaint (24+ hrs)
- in writing
- abuse, neglect, pt harm or hospital compliance
complaint is - ✔✔1. verbal,
- voiced by pt or pt rep,
- resolved quickly by staff present de-escalation tips - ✔✔empathetic clarify message aware of body position ignore challenging Qs permit verbal venting set & enforce reasonable limits keep nonverbal cues non-threatening short & simple
