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TRANSCRIPT
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
