tag:blogger.com,1999:blog-27825643587314399542024-03-19T01:48:49.446-07:00HCAHPS SuccessA weekly blog from Brian Lee, CSP, on current events in healthcare as well as tips, tricks and empowerment tools to help you and your staff become the very best in customer satisfaction.Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.comBlogger18125tag:blogger.com,1999:blog-2782564358731439954.post-70251878130063297942017-06-19T11:00:00.000-07:002017-06-19T11:00:02.017-07:00The Fastest DX in TX<!--[if gte mso 9]><xml>
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</xml><![endif]--><i style="mso-bidi-font-style: normal;"><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-size: 10.0pt;">“The good physician treats the disease; the great
physician treats the patient who has the disease.”</span></i>
<br />
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<span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">-<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-size: 10.0pt;">William Osler</span></div>
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<span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-size: 10.0pt;">The following is a
story told to me by David Dworski, my colleague and good friend:</span></div>
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<br /></div>
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<u><span lang="EN-US" style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Helvetica; mso-bidi-font-size: 10.0pt;">Consider
This</span></u></div>
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<span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-size: 10.0pt;">My college class has
a reunion every 5 years. When I went back for the 15<sup>th</sup> reunion, I
ran into an old friend who had gone to medical school and established a very
prosperous practice in Texas. He went to great pains to tell me how successful
he was, how fast a diagnostician. </span></div>
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<br /></div>
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<i style="mso-bidi-font-style: normal;"><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-size: 10.0pt;">“Patients come into my exam room”</span></i><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-size: 10.0pt;"> he said, <i style="mso-bidi-font-style: normal;">“and
in 60 seconds I can tell ya’ what they got… I am the fastest DX in TX.”</i> </span></div>
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<br /></div>
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<span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-size: 10.0pt;">I was amused by that.
I thought that was kind of terrific, he must be quite a scholar.<span style="mso-spacerun: yes;"> </span>We ran into each other 10 years after that,
at our 25<sup>th</sup> reunion. We sat down again to renew acquaintances, and I
said <i style="mso-bidi-font-style: normal;">“Are you still the fastest DX in
TX?”</i> </span></div>
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<br /></div>
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<span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-size: 10.0pt;">He kind of sobered
up, and replied <i style="mso-bidi-font-style: normal;">“No, I don’t play beat
the clock any longer. I had a near miss; there was an adverse effect, and I
almost lost a patient because I was too quick on the trigger. I learned an
important thing, and I stopped trying to be faster than a speeding bullet in
making diagnoses. It made patients feel it was incumbent on them to repeat
their story because they didn’t believe I got it the first time, or seek a
second opinion, because I might not really be listening. Having nearly lost a
patient, I decided I had to take my time and listen to the patients’ stories,
ask a few questions to flesh things out, and then make my diagnosis. My clients
feel more confident about my skills these days, and so do I.” </i></span></div>
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<br /></div>
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<span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-size: 10.0pt;">Working in
healthcare, that was an important lesson for me.</span></div>
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<br /></div>
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<i style="mso-bidi-font-style: normal;"><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-size: 10.0pt;">“We are dealing with individuals who are scared and
uncertain. They can’t tell if you are a good caregiver or a bad caregiver. What
they can tell is: are you kind? Are you listening?”</span></i></div>
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<span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">-<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-size: 10.0pt;">Harold
Krumholz, Yale School of Medicine</span></div>
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<br /></div>
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<u><span lang="EN-US" style="font-family: "Calibri",sans-serif; font-size: 11.0pt; line-height: 120%; mso-bidi-font-family: Helvetica; mso-bidi-font-size: 10.0pt;">The Take Away</span></u></div>
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<br /></div>
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<span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-size: 10.0pt;">Being a physician is
not a timed event – there are no medals for fastest diagnosis. Don’t sacrifice
excellence in the name of speed. It is more important to listen to the patient,
make them feel heard, and remember that they are a person, not just a disease.</span></div>
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<br /></div>
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Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com2tag:blogger.com,1999:blog-2782564358731439954.post-18098549830729775782017-06-12T10:00:00.000-07:002017-06-12T10:00:17.442-07:00Boredom Kills: How to Stay Invested and Improve Communication<!--[if gte mso 9]><xml>
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<br />
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;"></span></b></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Believe
me when I say: boredom kills.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">When
we get bored, we get sloppy. I understand that it can be tough to stay
interested when you have to give medication instructions for the nine hundred
and forty seventh time in your career, but you must remain diligent. You have
to keep it fresh for every patient, every time.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u><span style="mso-bidi-font-family: Helvetica;">Consider
This</span></u></div>
<div class="MsoNormal">
<u><span style="mso-bidi-font-family: Helvetica;"><br /></span></u></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">Stay Involved</span></b></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">If
you find medication education becoming routine, use the technique of stage
actors. They get bored after a while, too, having to repeat the same lines
every night. </span></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Re-invigorate
interest! What color are her eyes? What’s distinctive about her hair? What’s
unique about his voice? His mustache?</span></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Find
a way to stay present in the moment. </span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">Reward Good Habits</span></b></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; mso-bidi-font-family: Helvetica;">My colleague Michael LeBoeuf said, “What gets recognized and
rewarded gets repeated.” The best way to hardwire good communication is to
recognize it when you observe it! The worst thing we can do is ignore something
extraordinary. Pull the RN aside right away and say, “I noticed you went an
extra mile, I’m so proud of you.” Be spontaneous and specific! Don’t save it
until the Christmas party.</span></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Years
ago, I was speaking in Louisiana, chatting with a new employee, who’d been
there four or five months. I asked her how she liked working with her boss, and
she replied “I love my boss.” How often do you hear that? I asked why, and she
told me: “When I started here, I worked on a project for about a month; I had
to stay and work an entire weekend. I didn’t tell my boss about it, but she
found out. When I came in on Monday morning, there was a jar of jelly beans
with a handwritten thank you note.” </span></div>
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<br /></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">I
asked how her boss knew she would like jelly beans. She said, “When I was
hired, my boss asked me to write down little things that I liked on a piece of
paper. One of the little things that I like are jelly beans.” Well, that story
inspired me to create a form called “My L.I.S.T.” We’ve been giving this out
for years, and people love it. My L.I.S.T. stands for “<b style="mso-bidi-font-weight: normal;">L</b>ist of an <b style="mso-bidi-font-weight: normal;">I</b>ndividual’s <b style="mso-bidi-font-weight: normal;">S</b>pecial <b style="mso-bidi-font-weight: normal;">T</b>hings” – an effective leader should have one from every direct
report.</span></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Stop
giving your staff baseball caps and t-shirts they’ll never wear in public -
give them something meaningful. </span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">“When do you actually find
time to do all this training, coaching, and precepting you’re talking about? We’re
busy!”</span></b></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">If
there’s one thing I’ve learned, it’s that staff love training. They never
object, because they want to know more. Lack of interest is not an issue here.</span></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">There
was a lady in one of my seminars who said, <i style="mso-bidi-font-style: normal;">“Yeah,
but you don’t know how busy we are, how lean we are. There’s no way we could
fit this training in.”</i> I replied, “<i style="mso-bidi-font-style: normal;">Tell
me what you do when compliance training is mandatory.”</i> She said, <i style="mso-bidi-font-style: normal;">“Well, we do it.”</i> We all make time for
our priorities.</span></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Custom
Learning Systems has a client that sets time aside on Wednesday mornings, once
a month, for every unit to schedule education. If you watch professional
sports, you’ve seen timeouts that are only twenty seconds or a minute long. In
that time, a coach gives instructions to the players, tells them what to do.
You don’t need two hours to coach someone - sometimes all you need is sixty
second corrective coaching.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">“What do you do about
doctors? Doctors who are disruptive and disrespectful; who act out if they’re
challenged on prescriptions or patient care.”</span></b></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; mso-bidi-font-family: Helvetica;">Whenever I’ve asked nurses about physician relationships, I’ve had
to have Kleenex on the table. In many ways, I think nurses are conditioned to
accept whatever doctors dish out – but this in not effective communication, and
we need to shift the paradigm. I witnessed one very impressive nurse say to a
doctor (who was inappropriate in his communication): “I didn’t give you
permission to talk to me that way.”</span></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; mso-bidi-font-family: Helvetica;">You could see that he was startled, and I thought “Wow, what a
classy example of assertiveness.” It’s the responsibility of the nurse (or
supervisor, manager, director) to have a non-accusatory conversation with a
problematic physician. Whether they are employed by you or not: their behavior
toward coworkers is noticed.</span></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Have
a good citizenship policy for doctors, one that has teeth. Set the boundaries
for good behavior on the part of doctors. This also protects nurses who have a reason
to question the doctor; asking a legitimate question for the benefit of a
patient is <i style="mso-bidi-font-style: normal;">always</i> appropriate. At a
hospital with one of these policies in place, the system worked like this: if
the nurses felt they were being ignored or verbally abused, they used the code
word was “red light.” “Red light” meant the doctor was overstepping his bounds,
and should adjust his attitude. </span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<u><span style="mso-bidi-font-family: Helvetica;">The
Take Away</span></u></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">The
truth is that a fifteen or thirty minute training session can be accommodated
almost anytime. . If you make effective communication a priority, people will
make time for it.</span> <span style="color: black; mso-bidi-font-family: Helvetica;">Give your staff the opportunity to master communication skills for
patients and coworkers, and then recognize those behaviors in a meaningful and
personal way</span></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Follow Us on </span><span lang="EN-US"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Twitter</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Like Us on </span><span lang="EN-US"><a href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Facebook</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
<div class="MsoNormal">
<br /></div>
Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com0tag:blogger.com,1999:blog-2782564358731439954.post-24969990257943442732017-06-05T10:00:00.000-07:002017-06-05T10:00:34.691-07:00The Patient Medication Education Team<!--[if gte mso 9]><xml>
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<br />
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;"></span></b></div>
<div class="MsoNormal">
<i style="mso-bidi-font-style: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">“Too often, hospitals seem
to look at talking about drugs with patients as a formality. But it’s not! It’s
essential to keep patients safe in hospital and at home. And failure to do a
better job of communicating with patients about drugs is one of the reasons
hospital errors in this country are so unacceptably high.”</span></i></div>
<div align="right" class="MsoNormal" style="text-align: right;">
<span style="color: black; font-size: 10.0pt; line-height: 115%; mso-bidi-font-family: Helvetica; mso-bidi-font-size: 11.0pt;">- Dr. John Santa, Director of the Consumer Reports Health Ratings
Center. </span><b style="mso-bidi-font-weight: normal;"><span style="font-size: 10.0pt; line-height: 115%; mso-bidi-font-family: Helvetica; mso-bidi-font-size: 11.0pt;"></span></b></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">For
a medication education initiative to be successful, you need a team of champions
to lead the charge. Keep in mind that poor communication leads to medical
errors. </span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u><span style="mso-bidi-font-family: Helvetica;">Consider
This</span></u></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">In
addition to the people mentioned in previous blogs (CNO, CMO, nurses, IT, pharmacists,
etc.), ancillary departments like PT and Dietary and crucial to patient medication
education. Who spends more time with patients than RN’s? RN’s are in and out,
while a PT may spend thirty to forty minutes in a physical therapy session.
They’re not just talking about stretching quadriceps and hamstrings – they talk
about diet, exercise, and many other aspects of a patient’s overall health.
This is a great chance to make ancillary departments aware of their participation
in patient education. </span></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Members
of the Patient Medication Education Team should be examples for everyone
responsible for medication education by practicing the correct behaviors of
medication education.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">The
PME Team must:</span></div>
<ul style="margin-top: 0cm;" type="disc">
<li class="MsoNormalCxSpMiddle" style="color: black; line-height: normal; mso-layout-grid-align: none; mso-list: l1 level1 lfo1; mso-pagination: none; text-autospace: none;"><span style="mso-bidi-font-family: Helvetica;">Organize/supervise
all new RN medication education training, and continue preceptor-ship (so staff
members can educate patients with confidence)</span></li>
<li class="MsoNormalCxSpMiddle" style="color: black; line-height: normal; mso-layout-grid-align: none; mso-list: l1 level1 lfo1; mso-pagination: none; text-autospace: none;"><span style="mso-bidi-font-family: Helvetica;">Focus on
medication reconciliation at all transition points</span></li>
<li class="MsoNormalCxSpMiddle" style="color: black; line-height: normal; mso-layout-grid-align: none; mso-list: l1 level1 lfo1; mso-pagination: none; text-autospace: none;"><span style="mso-bidi-font-family: Helvetica;">Establish
patient rounding</span></li>
<li class="MsoNormalCxSpMiddle" style="color: black; line-height: normal; mso-layout-grid-align: none; mso-list: l1 level1 lfo1; mso-pagination: none; text-autospace: none;"><span style="mso-bidi-font-family: Helvetica;">Issue
actionable recommendations as needed</span></li>
<li class="MsoNormalCxSpMiddle" style="color: black; line-height: normal; mso-layout-grid-align: none; mso-list: l1 level1 lfo1; mso-pagination: none; text-autospace: none;"><span style="mso-bidi-font-family: Helvetica;">See that
all RN’s are empowered to question prescriptions/dosages as warranted</span></li>
</ul>
<div class="MsoNormalCxSpMiddle" style="line-height: normal; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormalCxSpMiddle" style="line-height: normal; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="color: black; mso-bidi-font-family: Helvetica;">Members of the PME Team should define their Charter
based on these responsibilities. The CEO absolutely <i style="mso-bidi-font-style: normal;">needs</i> to empower this team, so they can begin their initiative
right away.</span></div>
<div class="MsoNormalCxSpMiddle" style="line-height: normal; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">Inspiring Leadership
Competency</span></b></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Recommendations:</span></div>
<ol start="1" style="margin-top: 0cm;" type="1">
<li class="MsoNormalCxSpMiddle" style="line-height: normal; mso-list: l2 level1 lfo2;"><span style="color: black; mso-bidi-font-family: Helvetica;">Assemble a Patient
Medication Education Team, with a Charter and a prioritized Action Plan.</span><u><span style="mso-bidi-font-family: Helvetica;"></span></u></li>
</ol>
<ol start="1" style="margin-top: 0cm;" type="1"><ul style="margin-top: 0cm;" type="disc">
<li class="MsoNormalCxSpMiddle" style="line-height: normal; mso-list: l0 level2 lfo3;"><span style="color: black; mso-bidi-font-family: Helvetica;">Have at least one
senior RN on each floor (preferably a medication guru) become a
medication education-trainer. </span><u><span style="mso-bidi-font-family: Helvetica;"></span></u></li>
</ul>
</ol>
<ol start="2" style="margin-top: 0cm;" type="1">
<li class="MsoNormalCxSpMiddle" style="line-height: normal; mso-list: l2 level1 lfo2;"><span style="color: black; mso-bidi-font-family: Helvetica;">Make medication
education workshops available.</span><u><span style="mso-bidi-font-family: Helvetica;"></span></u></li>
</ol>
<ol start="1" style="margin-top: 0cm;" type="1"><ul style="margin-top: 0cm;" type="disc">
<li class="MsoNormalCxSpMiddle" style="line-height: normal; mso-list: l0 level2 lfo3;"><span style="color: black; mso-bidi-font-family: Helvetica;">Focus on how to get
your point across <i style="mso-bidi-font-style: normal;">effectively</i> –
remember the handy anagram D.E.A.T.S.</span><u><span style="mso-bidi-font-family: Helvetica;"></span></u></li>
</ul>
</ol>
<ol start="3" style="margin-top: 0cm;" type="1">
<li class="MsoNormalCxSpMiddle" style="line-height: normal; mso-list: l2 level1 lfo2;"><span style="color: black; mso-bidi-font-family: Helvetica;">Use role-playing
whenever you can; it’s a powerful staff education tool.</span><u><span style="mso-bidi-font-family: Helvetica;"></span></u></li>
<li class="MsoNormalCxSpMiddle" style="line-height: normal; mso-list: l2 level1 lfo2;"><span style="color: black; mso-bidi-font-family: Helvetica;">Don’t hesitate to drill
staff on their “teach back” skills.</span><u><span style="mso-bidi-font-family: Helvetica;"></span></u></li>
<li class="MsoNormalCxSpMiddle" style="line-height: normal; mso-list: l2 level1 lfo2;"><span style="color: black; mso-bidi-font-family: Helvetica;">Empower nurses to
question prescriptions if there is reason for a second look – and make
sure providers understand why.</span><u><span style="mso-bidi-font-family: Helvetica;"></span></u></li>
<li class="MsoNormalCxSpMiddle" style="line-height: normal; mso-list: l2 level1 lfo2;"><span style="color: black; mso-bidi-font-family: Helvetica;">Emphasize the benefits
of “conversation-starters.”</span></li>
</ol>
<ol start="1" style="margin-top: 0cm;" type="1"><ul style="margin-top: 0cm;" type="disc">
<li class="MsoNormalCxSpMiddle" style="line-height: normal; mso-list: l3 level2 lfo4;"><span style="color: black; mso-bidi-font-family: Helvetica;">Encourage staff to
customize and make them their own.</span><u><span style="mso-bidi-font-family: Helvetica;"></span></u></li>
</ul>
</ol>
<ol start="7" style="margin-top: 0cm;" type="1">
<li class="MsoNormalCxSpMiddle" style="line-height: normal; mso-list: l2 level1 lfo2;"><span style="color: black; mso-bidi-font-family: Helvetica;">Ensure you have a
protocol for medication reconciliation at all transition points.</span><u><span style="mso-bidi-font-family: Helvetica;"></span></u></li>
<li class="MsoNormalCxSpMiddle" style="line-height: normal; mso-list: l2 level1 lfo2;"><span style="color: black; mso-bidi-font-family: Helvetica;">Schedule pharmacist
rounding on an “as needed” basis.</span><u><span style="mso-bidi-font-family: Helvetica;"></span></u></li>
<li class="MsoNormalCxSpMiddle" style="line-height: normal; mso-list: l2 level1 lfo2;"><span style="color: black; mso-bidi-font-family: Helvetica;">Remember to recognize
and reward staff (innovators and steady performers alike).</span><u><span style="mso-bidi-font-family: Helvetica;"></span></u></li>
</ol>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<u><span style="mso-bidi-font-family: Helvetica;">The
Take Away</span></u></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Without
exception, effective leaders are great communicators. Institute a Patient
Medication Education Team, with members across all departments, to promote the
training and behaviors necessary for effective communication about medications.</span></div>
<div class="Body">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Follow Us on </span><span lang="EN-US"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Twitter</span></a></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;"></span></div>
<div class="Body">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Like Us on </span><span lang="EN-US"><a href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231"><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Facebook</span></a></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;"></span></div>
<div class="MsoNormal">
<br /></div>
Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com14tag:blogger.com,1999:blog-2782564358731439954.post-31738948461790270122017-05-29T07:35:00.000-07:002017-05-29T07:35:15.190-07:00Sentence Starters for Strategic Medication Education<!--[if gte mso 9]><xml>
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<br />
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;"></span></b></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Sometimes
when a patient says they understand a new medication, it’s because they’re
reluctant to ask a question they think is silly. It’s your job to take the
initiative and overcome that resistance.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u><span style="mso-bidi-font-family: Helvetica;">Consider
This</span></u></div>
<div class="MsoNormal">
<u><span style="mso-bidi-font-family: Helvetica;"><br /></span></u></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;">Keep It Simple: </span></b><span style="color: black; mso-bidi-font-family: Helvetica;">talk to them in “everyday”
language, not technical terms – it’s so easy to get caught up in technical
jargon. </span><b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;"></span></b></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<span style="color: black; mso-bidi-font-family: Helvetica;"><span style="mso-tab-count: 1;"> </span>“This
medicine will reduce the swelling in your knee, and help it heal.”</span></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<span style="color: black; mso-bidi-font-family: Helvetica;"> </span></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">Get The Family
in the Room: </span></b><span style="color: black; mso-bidi-font-family: Helvetica;">for
many patients, family members serve as care-givers at home. Seat family members
close to you for educational sessions. Make sure they digest the information,
techniques, and skills that are needed - especially if they are translating for
the patient. </span></div>
<div class="MsoNormalCxSpMiddle" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none; text-indent: 36.0pt;">
<span style="color: black; mso-bidi-font-family: Helvetica;">“Who would you like to be
included in this teaching-session?”</span></div>
<div class="MsoNormalCxSpMiddle" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none; text-indent: 36.0pt;">
<span style="color: black; mso-bidi-font-family: Helvetica;">“Who will be your main
care-giver at home?”</span></div>
<div class="MsoNormalCxSpMiddle" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none; text-indent: 36.0pt;">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;">Be Empathetic: </span></b><span style="mso-bidi-font-family: Helvetica;">sometimes small, sincere gestures make
the biggest impact.</span></div>
<div class="MsoNormalCxSpMiddle" style="text-indent: 36.0pt;">
<span style="color: black; mso-bidi-font-family: Helvetica;">“I can tell you’ve had a tough time.”</span></div>
<div class="MsoNormalCxSpMiddle" style="text-indent: 36.0pt;">
<span style="color: black; mso-bidi-font-family: Helvetica;">“I can see why you would be discouraged.”</span></div>
<div class="MsoNormalCxSpMiddle" style="text-indent: 36.0pt;">
<span style="color: black; mso-bidi-font-family: Helvetica;">“I can tell you’re disappointed.”</span></div>
<div class="MsoNormalCxSpMiddle" style="text-indent: 36.0pt;">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;">Ask Them to Ask You Questions: </span></b><span style="color: black; mso-bidi-font-family: Helvetica;">one thing I know about human
nature is: people <i style="mso-bidi-font-style: normal;">love</i> to be asked
questions. Give them permission to ask (without being embarrassed) by leading
the conversation.</span><b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;"></span></b></div>
<div class="MsoNormalCxSpMiddle" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none; text-indent: 36.0pt;">
<span style="color: black; mso-bidi-font-family: Helvetica;">“What questions do you have
about this medication?”</span></div>
<div class="MsoNormalCxSpMiddle" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none; text-indent: 36.0pt;">
<span style="color: black; mso-bidi-font-family: Helvetica;">“What would you like to ask
me about this medication?”</span></div>
<div class="MsoNormalCxSpMiddle" style="line-height: 120%; margin-left: 40.5pt; mso-add-space: auto; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none; text-indent: -4.5pt;">
<span style="color: black; mso-bidi-font-family: Helvetica;">“Many patients wonder how this medicine…” or “I’ve had patients
express concerns about…<span style="mso-spacerun: yes;"> </span>Do you feel that
way?”</span></div>
<div class="MsoNormalCxSpMiddle" style="line-height: 120%; margin-left: 40.5pt; mso-add-space: auto; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none; text-indent: -4.5pt;">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;">The Teach-Back Method: </span></b><span style="mso-bidi-font-family: Helvetica;">p<span style="color: black;">olitely ask
patient to repeat back what you’ve taught him/her. Make the teach-back method a
game, make it fun if you can! You don’t want it to be a test that puts stress
on patients.</span></span></div>
<div class="MsoNormal" style="margin-left: 40.5pt; text-indent: -4.5pt;">
<span style="color: black; mso-bidi-font-family: Helvetica;">“Mrs. Jones, I want to be
really sure that you understand all the important information about this new
medicine. May I ask you a few questions?”</span></div>
<div class="MsoNormal" style="margin-left: 40.5pt; text-indent: -4.5pt;">
<br /></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">If
patient’s answers are shaky, ask some questions and clarify.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<u><span style="mso-bidi-font-family: Helvetica;">The
Take Away</span></u></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<u><span style="mso-bidi-font-family: Helvetica;"><br /></span></u></div>
<div class="MsoNormal">
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Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com3tag:blogger.com,1999:blog-2782564358731439954.post-42136088323227829322017-05-22T11:00:00.000-07:002017-05-22T11:00:15.850-07:00Communication Confabulation<!--[if gte mso 9]><xml>
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<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;"></span></b></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">When
it comes to education about medication, there are some people who should pay
particular attention: CNOs, DONs, chief medical executives, physicians, nurse
managers, nurse supervisors, risk managers, pharmacy directors, and lead
pharmacists are all critical leaders in this process. This information is also
essential for nurses, hospitalists, pharmacists, mid-levels, PA’s, CNA’s, case
managers, and - let’s not forget – IT, who are absolutely vital when it comes
to electronic medical records.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="mso-bidi-font-family: Helvetica;">I don’t know
about you, folks, but everything – groceries, my to-do list, things I need to
pack when I travel – are easier to remember when I make a checklist. Why don’t
we make a checklist for medication education?</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u><span style="mso-bidi-font-family: Helvetica;">Consider
This</span></u></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;">First</span></b><span style="mso-bidi-font-family: Helvetica;">: make sure you have the patient’s full attention when you explain
medications, possible side effects, and what to do if the patient experiences
them. </span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;">Second</span></b><span style="mso-bidi-font-family: Helvetica;">: we have to empower patients to ask any questions they have about
their medications.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;">Third</span></b><span style="mso-bidi-font-family: Helvetica;">: be constantly vigilant for patients who are reluctant to ask
questions, rarely complain, and avoid using their call button for help. You’ve
got to assure them there’s no such thing as a “false alarm” in reporting what
they think is a harmful side effect. Use the phrase “we always want you to be
safe.” Remind them that there’s no blame or shame in calling attention to how
they feel. </span></div>
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<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;">Urge patients not to put themselves in
jeopardy.</span></b><span style="mso-bidi-font-family: Helvetica;"> Potential
side effects are a very real concern.</span></div>
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<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;">Education Checklist</span></b></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span style="mso-bidi-font-family: Helvetica;">Here is the
checklist for educating a patient about a new medicine. </span></div>
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<span style="mso-bidi-font-family: Helvetica;">Explain
to patients: </span></div>
<ul style="margin-top: 0cm;" type="disc">
<li class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-list: l0 level1 lfo1; mso-pagination: none; text-autospace: none;"><span style="mso-bidi-font-family: Helvetica;">the name of the medication.</span></li>
<li class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-list: l0 level1 lfo1; mso-pagination: none; text-autospace: none;"><span style="mso-bidi-font-family: Helvetica;">what the medication is for</span></li>
<li class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-list: l0 level1 lfo1; mso-pagination: none; text-autospace: none;"><span style="mso-bidi-font-family: Helvetica;">how it works</span></li>
<li class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-list: l0 level1 lfo1; mso-pagination: none; text-autospace: none;"><span style="mso-bidi-font-family: Helvetica;">how and when to take the medication</span></li>
<li class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-list: l0 level1 lfo1; mso-pagination: none; text-autospace: none;"><span style="mso-bidi-font-family: Helvetica;">what to do if a dose is missed.</span></li>
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<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<u><span style="mso-bidi-font-family: Helvetica;">The
Take Away</span></u></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<span style="mso-bidi-font-family: Helvetica;">In addition to your being healers, all bedside caregivers are also
teachers. You educate about meds. But you also, in your time with your
patients, share knowledge about diet, nutrition, exercise, stress management
and adherence to regimens. </span></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Follow Us on </span><span lang="EN-US"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Twitter</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Like Us on </span><span lang="EN-US"><a href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Facebook</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<br /></div>
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<br /></div>
Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com1tag:blogger.com,1999:blog-2782564358731439954.post-29464831607746375952017-05-15T16:29:00.000-07:002017-05-15T16:29:10.267-07:00The D.E.A.T.S. of Medication Education<!--[if gte mso 9]><xml>
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<w:LsdException Locked="false" Priority="39" SemiHidden="true"
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<w:LsdException Locked="false" Priority="39" SemiHidden="true"
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<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
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<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
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<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
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<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
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<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
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<w:LsdException Locked="false" Priority="33" QFormat="true" Name="Book Title"/>
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<w:LsdException Locked="false" Priority="39" SemiHidden="true"
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<w:LsdException Locked="false" Priority="48" Name="Grid Table 3"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark"/>
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<w:LsdException Locked="false" Priority="52" Name="Grid Table 7 Colorful"/>
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<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 1"/>
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<w:LsdException Locked="false" Priority="52"
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<w:LsdException Locked="false" Priority="46"
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<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 2"/>
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<w:LsdException Locked="false" Priority="51"
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<w:LsdException Locked="false" Priority="52"
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<w:LsdException Locked="false" Priority="46"
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<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 3"/>
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<w:LsdException Locked="false" Priority="51"
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<w:LsdException Locked="false" Priority="52"
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<w:LsdException Locked="false" Priority="46"
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<span style="color: black; mso-bidi-font-family: Helvetica;">How competent is your team at engaging a reluctant patient? As a
nurse or manager, it’s your job to make sure they have those skills. There’s no
substitute for role-playing the skills you want your team to master. It takes
five or ten minutes, max, and you’ll know that they’ve got it. Don’t assume
they’ve picked it up from watching you. </span></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
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<u><span style="color: black; mso-bidi-font-family: Helvetica;">Consider
This</span></u></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Arguably
one of the most important skills your staff need to master is active listening.
Be sincere and empathetic, because your attention validates the patient’s
struggle and frustration. Sometimes a friendly smile makes a huge difference.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">Make
sure that you:</span></div>
<ul style="margin-top: 0cm;" type="disc">
<li class="MsoNormal" style="color: black; mso-list: l0 level1 lfo1;"><span style="mso-bidi-font-family: Helvetica;">are fully present (not thinking
about the last patient or the next patient), </span></li>
<li class="MsoNormal" style="color: black; mso-list: l0 level1 lfo1;"><span style="mso-bidi-font-family: Helvetica;">have open body language (uncrossed
arms, leaning forward),</span></li>
<li class="MsoNormal" style="color: black; mso-list: l0 level1 lfo1;"><span style="mso-bidi-font-family: Helvetica;">are nodding your head and making
affirmative noises (“mm-hmm” or “uh-huh”).</span></li>
</ul>
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<span style="color: black; mso-bidi-font-family: Helvetica;">When
you’re engaged in medication education, remember the handy anagram D.E.A.T.S.</span></div>
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<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">D - Draw Curtain. </span></b><span style="color: black; mso-bidi-font-family: Helvetica;">Partially for privacy, but
mostly to block anything that might divert attention from your presentation
about a new medicine.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">E - Engage Patient. </span></b><span style="color: black; mso-bidi-font-family: Helvetica;">Let your patient hold the
pill, or handle the bottle of liquid, and repeat its name. Help them get
familiar with what it looks like.</span></div>
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<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">A - Adapt Communication. </span></b><span style="color: black; mso-bidi-font-family: Helvetica;">Use communication methods
preferred by the patient. Use everyday language, especially with older folks. Avoid
fancy, difficult medical terms.</span></div>
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<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">T - Translate As Necessary. </span></b><span style="color: black; mso-bidi-font-family: Helvetica;">I worked at a hospital in
downtown Los Angeles where, on any given day, twenty seven different languages
could be spoken. There were caregivers in that hospital able to speak almost
every one of those languages. Plus, they had access to phone translators. Get
translators involved if necessary!</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">S - Side Effects. </span></b><span style="color: black; mso-bidi-font-family: Helvetica;">People need to know the
potential side effects: how they might feel, what they’ll look like, and what
to do if they appear.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u><span style="color: black; mso-bidi-font-family: Helvetica;">The
Take Away</span></u></div>
<div class="MsoNormal">
Patients that are reluctant to ask questions may be put at
ease through active listening. Remember to focus, lean forward, nod, make
affirmative noises, smile, and use D.E.A.T.S. to cover all your bases.</div>
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<br /></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Follow Us on </span><span lang="EN-US"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Twitter</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
<div class="Body">
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Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com2tag:blogger.com,1999:blog-2782564358731439954.post-73222344387848027812017-05-08T11:00:00.000-07:002017-05-08T11:00:14.215-07:00Resources for Improved Medication Education<!--[if gte mso 9]><xml>
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<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;"></span></b></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-CA;"><a href="http://www.brainyquote.com/quotes/quotes/g/georgewash165010.html" title="view quote"><span style="color: windowtext; text-decoration: none; text-underline: none;">We should not look back unless it is to derive useful
lessons from past errors, and for the purpose of profiting by dearly bought
experience.</span></a></span></i></div>
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<span style="mso-bidi-font-family: Calibri; mso-bidi-font-weight: bold; mso-fareast-language: EN-CA;"><span style="mso-list: Ignore;">-<span style="font: 7.0pt "Times New Roman";">
</span></span></span><b><span style="mso-bidi-font-family: Helvetica; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-CA;"><a href="http://www.brainyquote.com/quotes/authors/g/george_washington.html" title="view author"><span style="color: windowtext; text-decoration: none; text-underline: none;">George Washington</span></a></span></b></div>
<div class="MsoNormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin-bottom: 0cm;">
<br /></div>
<div class="MsoNormal">
<span style="mso-bidi-font-family: Helvetica;">Ladies and
gentlemen, did you know that 27% of prescribing errors that occur in the
hospital result from <b style="mso-bidi-font-weight: normal;">incomplete medication
histories at admission? </b>22% of discrepancies could have resulted in <b style="mso-bidi-font-weight: normal;">patient harm during their hospitalization</b>.<b style="mso-bidi-font-weight: normal;"> </b>59% of discrepancies could have
resulted in <b style="mso-bidi-font-weight: normal;">patient harm after discharge</b>,
if the discrepancy had continued as ordered.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="mso-bidi-font-family: Helvetica;">This stuff is
no joke, folks.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u><span style="mso-bidi-font-family: Helvetica;">Consider
This</span></u></div>
<div class="MsoNormal">
<span style="mso-bidi-font-family: Helvetica;">IHI advocates
medicine reconciliation at all transition points: at admitting, during transfer
to other unit, and at discharge. More complex cases deserve a post-discharge
phone call, or two, (or more). Consider creating a web portal for continuous
communication, utilize smartphone apps, or try the following tips.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;">Printed Reference Sheets</span></b></div>
<div class="MsoNormal">
<span style="mso-bidi-font-family: Helvetica;">A properly
written, professional looking description of all new medications (provided by
your pharmacy) must be handed out. This is an opportunity to treat your
pharmacist like a valuable resource; have them teach you about a new
medication. Support all verbal education about medications with take-home
information sheets, printed from the nurse’s station.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;">Role-Play</span></b></div>
<div class="MsoNormal">
<span style="mso-bidi-font-family: Helvetica;">Nurse
preceptors can also role-play the education of patients: it gives new staff the
confidence to have these critical conversations. You can tell somebody how important
this is, but you won’t really know that they’ve mastered it unless you take
five minutes and role-play.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Helvetica;">Pharmacist Rounding</span></b></div>
<div class="MsoNormal">
<span style="mso-bidi-font-family: Helvetica;">Pharmacist
rounding is absolutely critical to an overall vision of enhanced safety. With
more sophisticated medications, or for help educating patients taking multiple
medications (or patients who have complex medical issues), it is ideal to have
a pharmacist come to the unit and answer patient questions. </span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u><span style="mso-bidi-font-family: Helvetica;">The Take
Away</span></u></div>
<div class="MsoNormal">
<span style="mso-bidi-font-family: Helvetica;">Pharmacists are
not just pill-counters; they’re valuable consultants for patients and healthcare
professionals. Remember that medication errors are the leading cause of medical
mistakes in the United States, and penalties for readmitting patients are going
to become oppressive. Technology is an important resource, but not as important
as staff skills and behaviors. </span></div>
<div class="MsoNormal">
<br /></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Follow Us on </span><span lang="EN-US"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Twitter</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Like Us on </span><span lang="EN-US"><a href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Facebook</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com2tag:blogger.com,1999:blog-2782564358731439954.post-50208513674588828022017-05-01T11:00:00.000-07:002017-05-01T11:00:14.537-07:00Medication Education: 3 Resources for Quick and Easy Improvement.<!--[if gte mso 9]><xml>
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<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;"></span></b></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">27%
of prescribing errors that occur in a hospital result from <b style="mso-bidi-font-weight: normal;">incomplete medication histories</b> at admission. </span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">22%
of discrepancies could have resulted in <b style="mso-bidi-font-weight: normal;">patient
harm during hospitalization</b>.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">59%
of discrepancies could have resulted in <b style="mso-bidi-font-weight: normal;">patient
harm after discharge</b>, if they had continued as ordered.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">This
stuff is no joke, folks.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u><span style="color: black; mso-bidi-font-family: Helvetica;">Consider
This</span></u></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">IHI
advocates medicine reconciliation at all transition points: at admitting,
during transfer to another unit, and at discharge. We want to follow up with
complex cases; they deserve a post-discharge phone call, or two (or more).
Consider creating a web portal for continuous communication, utilize smartphone
apps, or consider the following options.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Helvetica;">Printed Information Sheets</span></b></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">An
easy way to understand medication dosages, instructions, and side effects is a
properly written description of all new medications (as provided by your pharmacy).
They should look professional and be ready to print at the nurse’s station, so
they’re ready when you are. We should be supporting all verbal education about
medications with printed information sheets that patients can take home.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;">Bar Coding</b></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">There
is clear evidence that bar coding dramatically reduces errors. Have this technology
available!</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;">Pharmacist Rounding</b></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">I
think pharmacist rounding is absolutely critical to an overall vision of
enhanced safety, never mind success with HCAHPS scores. Get the pharmacist onto
your floor as often as possible. With more sophisticated medications, or for
help educating patients taking multiple medications (or those who have complex
medical issues), it is ideal to have a pharmacist answer patient questions.
They’re on site! Pharmacists are the medication experts; they like being asked
questions and being treated as a resource. They’re not just pill-counters -
they’re valuable consultants for patients and healthcare professionals.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u><span style="color: black; mso-bidi-font-family: Helvetica;">The
Take Away</span></u></div>
<div class="MsoNormal">
<span style="color: black; mso-bidi-font-family: Helvetica;">We
have to make medication education as simple as possible - medication errors are
the leading cause of medical mistakes in the United States, and penalties for
readmitting patients within thirty days are going to become oppressive. Technology
is a valuable tool, but not as valuable as the skills and behaviors of staff.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Follow Us on </span><span lang="EN-US"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Twitter</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Like Us on </span><span lang="EN-US"><a href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Facebook</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
<div class="MsoNormal">
<br /></div>
Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com41tag:blogger.com,1999:blog-2782564358731439954.post-18928548266512847592017-04-24T11:00:00.000-07:002017-04-24T11:00:19.496-07:00Cause for Confusion<!--[if gte mso 9]><xml>
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<div class="MsoListParagraphCxSpMiddle" style="line-height: 115%; margin-left: 0cm; mso-add-space: auto;">
<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Do you know the causes of
medication errors - and what to do to eliminate them? Ambiguous strength
designation on labels or in packaging is a huge issue! Drug nomenclature
creates look-alike or sound-alike products that can be confusing to health care
providers and patients alike.</span></div>
<div class="MsoListParagraphCxSpMiddle" style="line-height: 115%; margin-left: 0cm; mso-add-space: auto;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="line-height: 115%; margin-left: 0cm; mso-add-space: auto;">
<u><span lang="EN-US" style="font-family: "calibri" , sans-serif;">Consider
This</span></u></div>
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<br /></div>
<div class="MsoNormal">
<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Common causes for medication errors
include: </span></div>
<ul style="margin-top: 0cm;" type="disc">
<li class="MsoNormal" style="mso-list: l0 level1 lfo1;"><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Improper transcription</span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
<li class="MsoNormal" style="mso-list: l0 level1 lfo1;"><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Incorrect dosage calculations</span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
<li class="MsoNormal" style="mso-list: l0 level1 lfo1;"><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Poorly trained personnel </span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
<li class="MsoNormal" style="mso-list: l0 level1 lfo1;"><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Incorrect abbreviations</span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
<li class="MsoNormal" style="mso-list: l0 level1 lfo1;"><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Labelling errors</span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
<li class="MsoNormal" style="mso-list: l0 level1 lfo1;"><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Excessive work load</span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
<li class="MsoNormal" style="mso-list: l0 level1 lfo1;"><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Exhaustion that causes lapses in performance</span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
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<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">100% of these are preventable. </span></div>
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<br /></div>
<div class="MsoNormal">
<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Medication errors are a reality; let’s
prevent them in your hospital.</span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Three questions on the HCAHPS
survey give us a fantastic excuse to be great about this issue.</span></div>
<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;"> </span><br />
<ul style="margin-top: 0cm;" type="disc">
<li class="MsoNormal" style="mso-list: l2 level1 lfo2;"><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">During this hospital stay, were you given any medication that
you had not taken before?</span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
</ul>
<ul style="margin-top: 0cm;" type="disc"><ul style="margin-top: 0cm;" type="circle">
<li class="MsoNormal" style="mso-list: l1 level2 lfo3;"><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Before giving you any new medicine, how often did the
hospital staff tell you what the medicine was for? </span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
<li class="MsoNormal" style="mso-list: l1 level2 lfo3;"><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Before giving you any new medicine, how often did hospital
staff describe possible side effects in a way you understand?</span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
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<br /></div>
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<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">In 2006, it was estimated that
there are 1.5 million preventable medication errors each year, resulting in
approximately 7,000 deaths. That number translates into one medication error
per hospital every day, and that could be a low estimate. Pretty scary - what
if one of those errors happened on your unit? How would you feel if that single
error was caused by you?</span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<u><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">The Take Away</span></u></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<br /></div>
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<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Medication errors happen when we
fail to <b style="mso-bidi-font-weight: normal;">consider</b> the patient’s
current medications; when we don’t adequately <b style="mso-bidi-font-weight: normal;">communicate</b> about a new medication; and when we don’t <b style="mso-bidi-font-weight: normal;">understand</b> a patient’s attitudes or fears
about that medicine.</span></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">We cannot afford to make these
mistakes.</span></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<br /></div>
<div class="Body">
<span lang="EN-US" style="color: windowtext; font-family: "calibri" , sans-serif;">Follow Us on </span><span lang="EN-US" style="font-size: 13.0pt; mso-bidi-font-size: 10.0pt;"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "calibri" , sans-serif; font-size: 12.0pt;">Twitter</span></a></span><span lang="EN-US" style="color: windowtext; font-family: "calibri" , sans-serif;"></span></div>
<div class="Body">
<span lang="EN-US" style="color: windowtext; font-family: "calibri" , sans-serif;">Like Us on </span><span lang="EN-US" style="font-size: 13.0pt; mso-bidi-font-size: 10.0pt;"><a href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231"><span style="font-family: "calibri" , sans-serif; font-size: 12.0pt;">Facebook</span></a></span><span lang="EN-US" style="color: windowtext; font-family: "calibri" , sans-serif;"></span></div>
<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; text-autospace: none;">
<br /></div>
Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com2tag:blogger.com,1999:blog-2782564358731439954.post-13412691702330705312017-04-17T11:00:00.000-07:002017-04-17T11:00:06.348-07:00Medication Mayhem<!--[if gte mso 9]><xml>
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<div class="MsoNormal" style="line-height: 120%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Do you recall when the newborn twins of Dennis Quaid and Jennifer
Buffington were in the news? It’s hard to forget a medication error so well
publicized. The infants were supposed to receive the pediatric blood thinner
Hep-Lock as treatment for an infection; instead, they got two doses of the
adult version, Heparin - one <i style="mso-bidi-font-style: normal;">thousand</i>
times more potent. Their blood was the consistency of water. Thankfully, when
medical tests were done after the incident, there were no permanent signs of
damage.</span></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<u><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Consider This</span></u></div>
<div class="MsoNormal" style="line-height: 115%; mso-layout-grid-align: none; mso-pagination: none; tab-stops: 28.0pt 56.0pt 84.0pt 112.0pt 140.0pt 168.0pt 196.0pt 224.0pt 252.0pt 280.0pt 308.0pt 336.0pt; text-autospace: none;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%;">
<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">The point,
folks, is that it was a close call. It was a “never” event; it was preventable.
The real question is: could it happen at your hospital? Make it your mission to
master the skills of successful patient medication education.</span></div>
<div class="MsoNormal" style="line-height: 115%;">
<br /></div>
<div class="MsoNormal" style="line-height: 115%;">
<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">How many of
you have:</span></div>
<div class="MsoNormal" style="line-height: 115%;">
<br /></div>
<br />
<ul>
<li><span lang="EN-US" style="font-family: "symbol"; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;"><span style="font: 7.0pt "Times New Roman";"></span></span></span><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">had a close call with a medication
error?</span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
<li><span lang="EN-US" style="font-family: "symbol"; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;"><span style="font: 7.0pt "Times New Roman";"></span></span></span><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">been aware of injury or harm to a
patient because of a medication error? </span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
<li>
<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">challenged an order for a
medication because it seemed incorrect as written?</span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
<li>
<span lang="EN-US" style="font-family: "symbol"; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;"><span style="font: 7.0pt "Times New Roman";"></span></span></span><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">difficulty remembering why you were
taking a drug?</span><span lang="EN-US" style="font-family: "calibri" , sans-serif;"></span></li>
</ul>
<br />
<div class="MsoListParagraphCxSpMiddle" style="line-height: 115%; margin-left: 0cm; mso-add-space: auto;">
<br /></div>
<div class="MsoListParagraphCxSpMiddle" style="line-height: 115%; margin-left: 0cm; mso-add-space: auto;">
<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Nurses are taught to be patient
advocates, but sometimes when they get into the hospital, things change. Are
your nurses empowered to challenge a physician about a prescription? Do they
feel confident there will be no reprisals if they politely question the choice
a physician has made? Have you instilled the what, how, and why of medication
education in your nurses? </span></div>
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<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">Do your nurses have the skills for
working with patients who are confused about their meds, but won’t ask? Do they
have the ability to discern and encourage patient compliance with medication regiments?</span></div>
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<u><span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">The Take Away</span></u></div>
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<span lang="EN-US" style="color: black; font-family: "calibri" , sans-serif; mso-bidi-font-family: Helvetica;">There’s no room for error when a
difference in prescription or dosage could mean the difference between life and
death.</span></div>
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<span lang="EN-US" style="color: windowtext; font-family: "calibri" , sans-serif;">Follow Us on </span><span lang="EN-US" style="font-size: 13.0pt; mso-bidi-font-size: 10.0pt;"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "calibri" , sans-serif; font-size: 12.0pt;">Twitter</span></a></span><span lang="EN-US" style="color: windowtext; font-family: "calibri" , sans-serif;"></span></div>
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Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com1tag:blogger.com,1999:blog-2782564358731439954.post-45434720968830798562017-04-10T10:39:00.000-07:002017-04-10T10:39:19.350-07:00Bringing it All Together: The Clean Team<!--[if gte mso 9]><xml>
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The more responsibility you give people, the more you
empower them, the more you engage and coach them, the less they will interrupt
you. The only way to have sustainable improvements (in any area) is to make the
process self-sufficient. Staff engagement should be like a perpetual motion
machine; you get things started, and then they continue under their own
metaphorical steam.</div>
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<br /></div>
<div class="MsoNormal">
<u>Consider This</u></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Leaders coach their “Clean
Team:” the people who work for and with them. They engage employees in the
cleanliness task, and encourage them to be fearless in speaking up when
procedures need to change. Leaders need to empower employees to take the
initiative and do what is necessary to keep a clean environment. </span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">How is this done? With the
Five-Step Coaching Model:</span></div>
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<br /></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; text-indent: -36.0pt;">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">C</span></b><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-tab-count: 1;"> </span><b style="mso-bidi-font-weight: normal;">Communicate</b> expectations. Clarify your hospital’s cleanliness
objective: conquering HAI’s.</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; text-indent: -36.0pt;">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">O</span></b><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-tab-count: 1;"> </span><b style="mso-bidi-font-weight: normal;">Opportunity</b> for suggestions from staff. Gain staff buy-in by
listening to their ideas for cleanliness improvement.</span></div>
<div class="MsoListParagraph">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"> A</span></b><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-tab-count: 1;"> </span><b style="mso-bidi-font-weight: normal;">Ask</b> what actions staff are willing to take. Get them involved and
applaud engagement. </span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; text-indent: -36.0pt;">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">C</span></b><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-tab-count: 1;"> </span><b style="mso-bidi-font-weight: normal;">Clear</b> any roadblocks in their plan. Cheer their ideas.</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; text-indent: -36.0pt;">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">H</span></b><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-tab-count: 1;"> </span><b style="mso-bidi-font-weight: normal;">Hear</b> back the agreement and the HAI’s’ goals you’ve agreed upon.
Happily follow up, and encourage staff in their efforts. </span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">The ultimate high of being
a coach or leading someone is when that someone reaches his or her potential. Both
the person and the team of people he works with are rewarded. This is the great
joy of leadership.</span></div>
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<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<b style="mso-bidi-font-weight: normal;"><span lang="EN-US" style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Foundations for Engagement – Do You Have an
Effective Team to Lead Your HCAHPS/Cleanliness Domain?</span></b><b style="mso-bidi-font-weight: normal;"><span lang="EN-US" style="font-family: "Calibri",sans-serif;"></span></b></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">We want to coach and bring
about ownership. Engagement by all staff in the fight against HAI’s is not
optional!</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Service
Excellence Council/Patient Experience Team:</span></b><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"> The
mission is to provide focused leadership to engage everyone to improve the
patient experience. We recommend a ratio of 60% management (people who have the
time to provide leadership) and 40% frontline. Pick your brightest and your
best. The purpose of this council or team is to provide representation of, and
training to, the entire hospital organization.</span></div>
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<br /></div>
<div class="MsoListParagraph">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">If you want to be successful, there are three
critical areas in which to direct your focus.</span></div>
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<br /></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Coordinate leadership and frontline education. Everybody
has to know what to do - just because your staff attended a meeting doesn’t
necessarily mean they know what to do. Try forming a Service Excellence Council
(if you don’t have one already) to make sure the training takes place and
remains in practice.</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l0 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">2.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Implement priority best practices. Focus on the
ones that are highly correlated to becoming an employer and provider of choice.
</span></div>
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<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">3.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Monitor patient survey results and ensure
continuous improvement. (What did we learn? What are we going to do better?
What did we discover? What SOPs do we need to change?)</span></div>
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<br /></div>
<div class="MsoListParagraph">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Lead
by Example:</span></b><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"> Your staff have to see you leading the charge;
they have to see you rolling up your sleeves. You cannot just say something and
then not do it. You cannot simply distribute wonderfully written emails, or
hold “town hall” meetings encouraging staff in word alone, because if they
don’t see you walking the talk, they’re not going to do it either.</span></div>
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<br /></div>
<div class="MsoListParagraph">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">It is by example that people become involved.</span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">The important thing is progress, not perfection. Make
sure your leadership is open to the frontline’s involvement and initiative. If
you respect their suggestions by honoring and implementing them, you will get
the staff actively involved.</span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;"></span></div>
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<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">One final thought:</span></div>
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<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">A toilet was overflowing onto the floor of a hospital, and a
young staff member ran to the nearest office for help, which was the CEO’s
office in Administration. </span></div>
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<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">“What are we going to do?!” he cried. </span></div>
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<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">The CEO led the young man to the supply closet, where the two
of them got buckets and mops, and the CEO lead this staff member in cleaning up
the situation.</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">The point is everyone is responsible for the cleanliness of
the hospital. <b style="mso-bidi-font-weight: normal;">Everyone</b>. If you set
the standard, others will follow.</span></div>
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<br /></div>
<div class="MsoNormal">
<u>The Take Away</u></div>
<div class="MsoNormal">
Improving and maintaining cleanliness is everyone’s
responsibility. Informing and leading all staff in this process is the role of
the Service Excellence Council – if you don’t have one, you should. Leading by
example is the truest form of leadership.</div>
<div class="MsoNormal">
<i style="mso-bidi-font-style: normal;">“Be a master of the
job before you. Be a student of the job above you. And be a coach of the job
below you.” </i></div>
<div align="right" class="MsoNormal" style="text-align: right;">
– Adelfa Callejo</div>
<div class="Body">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Follow Us on </span><span lang="EN-US"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Twitter</span></a></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;"></span></div>
<div class="Body">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Like Us on </span><span lang="EN-US"><a href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231"><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Facebook</span></a></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;"></span></div>
<div class="MsoNormal">
<br /></div>
Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com0tag:blogger.com,1999:blog-2782564358731439954.post-29062534749367860172017-04-03T10:38:00.000-07:002017-04-03T10:38:01.810-07:00Make It a Clean Sweep: Freedom to Clean<!--[if gte mso 9]><xml>
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<br />
<div class="MsoNormal">
</div>
<div class="MsoNormal">
I was on my way to return a rental car. My travel companion asked
me if I was going to wash the car before I returned it, and I said, “I don’t
think so!”, and she said “Why not?”, and I said “Well, I don’t own it.” </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u>Consider This</u></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
No one’s going to financially own a hospital, but we want you
to psychologically own the concept of a quiet, restful environment, and the
concept of freedom to clean. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;">Best Practices for HCAHPS
Improvement Success</b></div>
<div class="MsoNormal">
Do your managers and staff know what to do to raise HCAHPS
scores? Is your staff engaged? Do they have a desire to improve your HCAHPS
outcomes?</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Let’s discuss the role of Staff Skills and Behaviors we need
in this process.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoListParagraph">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Make
It Personal:</span></b></div>
<div class="MsoListParagraph">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">While conducting a focus group in a hospital in
Oklahoma, I met Loretta, a 98-pound housekeeper, who decided that in addition
to cleaning patient rooms she would visit each patient three times a day and be
their friend.<span style="mso-spacerun: yes;"> </span>She said:</span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">“As a
matter of fact, when we get our HCAHPS scores we can break them down by unit,
and my HCAHPS scores in last three months have gone from the 13<sup>th</sup>
percentile to 63<sup>rd</sup>!”</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt;">
<br /></div>
<div class="MsoListParagraph">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Did you catch that? </span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<i style="mso-bidi-font-style: normal;"><u><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">My</span></u></i><i style="mso-bidi-font-style: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"> HCAHPS scores.</span></i><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"> </span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">This is the ultimate that we aspire to: individual,
personal commitment and ownership. </span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Make
It a Team Effort:</span></b><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"></span></div>
<div class="MsoListParagraph">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">We need to empower everyone to keep the entire
hospital environment clean and tidy – it’s everybody’s job.</span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l3 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Increase staff awareness about cleanliness.</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l3 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">2.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Take personal action if anything about the hospital
environment is unclean. </span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l3 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">3.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Report to housekeeping any cleanliness concerns (excessive
dust, spoiled food, dried spills, or unsightly stains on the walls, floors, and
ceiling).</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l3 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">4.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">If housekeeping is not available, get a mop and
clean it yourself!</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l3 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">5.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">We are all housekeepers. Adopt the same philosophy
as Johnson Medical Center: “Housekeepers are Life-Savers!” </span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt;">
<br /></div>
<div class="MsoListParagraph">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Everyone is a “Clean Team” Member. </span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">All change begins with awareness; awareness by all
staff that preventing potential for HAI’s requires constant vigilance and
action toward cleanliness. No doubt your housekeepers have a high level of
awareness, but you’ll never solve your cleanliness problems until your
frontline owns them, all of them. This is where it all starts. The actions and
words of your staff matter. </span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Words
Are Medicine:</span></b><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"></span></div>
<div class="MsoListParagraph">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">We’ve raised a
generation or two that don’t know how to speak because of watching too much
television. They’re stuck for language. It is vital that we work, train, and
drill “sentence starters” into the vocabulary of our frontline that can be used
to start a conversation – always on the tips of their tongues. If you’re going
to manage a patient’s expectations around cleanliness (and consequently increase
your HCAHPS score), you start the moment your patient walks through the door. </span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Here are a few
examples of sentence starters:</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l0 level1 lfo2; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">“Our
goal is to always provide you with a clean, safe, comfortable environment in
which to heal.”</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l0 level1 lfo2; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">2.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">“Please
tell us if you have any concerns about cleanliness.”</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l0 level1 lfo2; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">3.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">“Our
team is always going to keep your room and bathroom clean. Please let me know
if you have any concerns about the cleanliness of your room and bathroom.”</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l0 level1 lfo2; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">4.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">“Do
you mind if I check your room and bathroom to make sure that we are always
keeping everything clean for you?”</span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">In addition, you use
this idea of “Behavior Labeling.” It’s okay to let your patients know what
we’ve done to keep them safe and comfortable. </span></div>
<div class="MsoListParagraph" style="margin-left: 76.5pt; mso-list: l2 level1 lfo3; text-indent: -22.5pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">“Mrs.
Smith, I always wipe down your door handles to make sure they’re nice and
clean…”</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l2 level1 lfo3; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">2.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">“Mr.
Tilson, I noticed that Housekeeping was just here to clean and disinfect your
bathroom for your comfort…”</span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Manage expectations
for cleanliness by telling people what you’re doing. For example: </span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo4; text-indent: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">“Let
me scrub your tray table, Ms. Hill, just to be sure it’s nice and clean…”</span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l4 level1 lfo4; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">2.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">“We
always want to make sure your room and bathroom are clean for your protection…”</span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Help your staff become
comfortable using these “sentence starters” by:</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l1 level1 lfo5; text-indent: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Initiating
a classroom workshop and teach them how to use “sentence starters.” </span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l1 level1 lfo5; text-indent: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">2.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Letting
them adapt the wording to fit their own style of communicating. </span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l1 level1 lfo5; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">3.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Taking
the time to role-play; it’s not good enough just to talk about it. Have people
pair-off, and role-play using the “sentence starters” or “words that work.” </span></div>
<div class="MsoListParagraph" style="margin-left: 72.0pt; mso-list: l1 level1 lfo5; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">4.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Practice,
practice, practice! Model the use of “sentence starters” every chance you have,
you yourselves, managers and SEAs, if you use them, the staff is going to use
them. </span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Infection-control
awareness means you need to remind staff that “words are medicine.”<span style="mso-spacerun: yes;"> </span>Words matter. Words cause emotional
reactions. Words are how we link to our patients and their family members. So
choosing them well is important.</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">One final thought:</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">If you surveyed your staff today, what would be their level
of awareness; their level of ownership?</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">You’ll never solve your cleanliness problems until everyone
owns them.</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoNormal">
<u>The Take Away</u></div>
<div class="Body">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">In the spirit of creating ownership, we challenge
you to request your CEO issue a “Freedom to Clean” Empowerment Card. This card
means that everybody is “licensed” to do whatever is needed to keep the
hospital clean. Remember, all change begins with awareness.</span></div>
<div class="Body">
<br /></div>
<div class="Body">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Follow Us on </span><span lang="EN-US"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Twitter</span></a></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;"></span></div>
<div class="Body">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Like Us on </span><span lang="EN-US"><a href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231"><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Facebook</span></a></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;"></span></div>
<div class="MsoNormal">
<br /></div>
Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com1tag:blogger.com,1999:blog-2782564358731439954.post-51852645439019900232017-03-27T11:00:00.000-07:002017-03-27T11:00:17.577-07:00Stopping the Spread of Infections Through Cleanliness<!--[if gte mso 9]><xml>
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<br />
<div class="MsoNormal">
Infection: often ranked the #1 fear among patients, and it is
the sixth leading cause of death.
</div>
<div class="MsoNormal">
Simply stated, poor cleanliness equals Hospital Acquired
Infections (HAI). HAIs lead to unnecessary readmissions, and unnecessary
readmissions are not being reimbursed by CMS or insurance companies. Why would
they?</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
The priority focus has to be that cleanliness and hygiene
issues receive immediate care.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u>Consider This</u></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Nearly 1 in 5 Medicare
patients discharged from the hospital are readmitted within 30 days - at a cost
of over $15 billion every year (CMS Report, 2012). The cost of HAIs impact
approximately two million patients and cause about 100,000 related deaths every
year, and an estimated $30.5 billion dollars in unnecessary costs. </span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoNormal">
This is a critical issue, and one that requires a shift in
culture. If no housekeepers are immediately available and a cleanup needs to be
performed, all staff must be prepared to grab a mop and address the situation. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;">Hospital Acquired
Conditions (2013): On the Hit List for CMS…and They Aren’t Happy About It</b></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Foreign Object Retained After Surgery</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">2.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Air Embolism</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">3.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Blood Incompatibility</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">4.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Stage III and IV Pressure Ulcers</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">5.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Manifestations of Poor Glycemic Control</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">6.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Catheter-Associated Urinary Tract Infection</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">7.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Vascular Catheter-Associated Infection</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">8.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Surgical Site Infection Following Specified
Procedures</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">9.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Coronary Artery Bypass Graft </span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">10.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Bariatric Surgery </span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">11.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Orthopedic Procedures</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">12.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Cardiac implantable Electronic Device</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">13.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Deep Vein Thrombosis </span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l4 level1 lfo1; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">14.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Iatrogenic Pneumothorax with Venous Catheterization</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Risk Factors for Bacterial Infections</span></b></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Contact between the patient
and a microorganism does not by itself necessarily result in the development of
clinical disease—other factors influence the nature and frequency of nosocomial
infections (HAIs). Factors like urinary tract infections, respiratory tract
infections, skin sepsis/wounds and gastro intestinal infections.</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">The problem is that drug
resistance to these nosocomial infections is rather strong and the risk of
bacterial infections awaits the patient within hours of admission.</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l1 level1 lfo2; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Iatrogenic Risk: From medical staff, if ventilation
lines are not clear, if vascular lines are perhaps not sterile, if catheters
are not sterile. </span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l1 level1 lfo2; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">2.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Organizational Risk Factors: Contaminated air-conditioning
systems or water systems, infection spread due to short-staffing, not enough
people on the floor, or AVS people to take care of vital functions. Physical
layout of the facility: how far are rooms from the nursing station?</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l1 level1 lfo2; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">3.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Patient Associated Risks: Severity of illness
contributes to more infection. Underlying immune-compromised state of the
patient. Consider the length of the visit: the longer they stay, the more
vulnerable the patient might be. </span></div>
<div class="MsoListParagraph" style="margin-left: 18.0pt;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">So what are some of the
routes of transmission of these infections?</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 56.45pt; mso-list: l2 level1 lfo3; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Air-borne: anything in the atmosphere of the
hospital</span></div>
<div class="MsoListParagraph" style="margin-left: 56.45pt; mso-list: l2 level1 lfo3; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">2.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Contact: hands, clothing, catheters, food trays</span></div>
<div class="MsoListParagraph" style="margin-left: 56.45pt; mso-list: l2 level1 lfo3; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">3.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Food-borne: kitchen may have insects, rodents, or
other unsanitary conditions</span></div>
<div class="MsoListParagraph" style="margin-left: 56.45pt; mso-list: l2 level1 lfo3; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">4.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Blood-borne: needle sticks, spills</span></div>
<div class="MsoListParagraph" style="margin-left: 56.45pt; mso-list: l2 level1 lfo3; text-indent: -18.0pt;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="mso-list: Ignore;">5.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Self-Infection: i.e., operation in the lower bowel
where bacteria is already present</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">It really goes without
saying that daily cleaning of machines, equipment and materials used is vitally
important in the fight against HAIs.</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Best Practices: Tools, Equipment and Resources</span></b><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"></span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Job number one for management is to make sure your staff has
the non-negotiable tools for cleanliness; this is critical. </span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l3 level1 lfo4; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Obviously,
patient rooms are to be kept infection-free.</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l3 level1 lfo4; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">2.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Regular
in-sink hand-washing is performed by all hospital personnel. One study reports
60% of healthcare workers do not maintain good hand hygiene!</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l3 level1 lfo4; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">3.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Take
extra care in disinfecting a room previously occupied by a patient with a
“pathogen of interest”. Remember those curtains that pull around - infections
can live on the fabric. </span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l3 level1 lfo4; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">4.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Alcohol-based
hand-sanitizers are located throughout the hospital and are constantly filled
and in use. </span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l3 level1 lfo4; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">5.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Care-givers’
uniforms/scrubs/lab coats are fresh daily. If soiled in the course of work-day,
these garments are exchanged for clean issue.</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">So what are critical housekeeping tasks?</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l0 level1 lfo5; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Cleaning
patient rooms daily.</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l0 level1 lfo5; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">2.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Performs
twice-daily cleanings of patient bathrooms.</span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l0 level1 lfo5; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">3.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">You
are not a snitch when you share the things you’ve heard from patients that they
haven’t yet told their doctors or nurses. It is critical that this information
be passed along to ensure the best patient care and experience. </span></div>
<div class="MsoListParagraph" style="margin-left: 54.0pt; mso-list: l0 level1 lfo5; text-indent: -18.0pt;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">4.<span style="font: 7.0pt "Times New Roman";">
</span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Utilize
a housekeeper calling-card that includes the time and date the patient’s room
and bathroom were cleaned. Patients are impressed and their perception of
safety and comfort is greatly increased (and so is your HCAHPS Score!). </span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Immediate, clear and continuous action must be taken to
transform the culture of your hospital to a cleanliness culture. </span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoNormal">
<u>The Take Away</u></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Discuss this post with your staff and agree upon a Standard
Operating Procedure (SOP) for your hospital. Have a two-way conversation about
it, and decide what needs to be done differently or better. It is the process
of creating ownership that changes the shift in culture to “Everyone a
Housekeeper”. </div>
<div class="MsoNormal">
<br /></div>
<div class="Body">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Follow Us on </span><span lang="EN-US"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Twitter</span></a></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;"></span></div>
<div class="Body">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Like Us on </span><span lang="EN-US"><a href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231"><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Facebook</span></a></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;"></span></div>
<div class="MsoNormal">
<br /></div>
Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com2tag:blogger.com,1999:blog-2782564358731439954.post-20091791679085034062017-03-13T11:00:00.000-07:002017-03-13T11:00:34.542-07:003 Secrets to HCAHPS Success (Through Employee Engagement)<!--[if gte mso 9]><xml>
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<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text Indent 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text Indent 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Block Text"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Hyperlink"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="FollowedHyperlink"/>
<w:LsdException Locked="false" Priority="22" QFormat="true" Name="Strong"/>
<w:LsdException Locked="false" Priority="20" QFormat="true" Name="Emphasis"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Document Map"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Plain Text"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="E-mail Signature"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Top of Form"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Bottom of Form"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Normal (Web)"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Acronym"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Address"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Cite"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Code"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Definition"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Keyboard"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Preformatted"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Sample"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Typewriter"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Variable"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Normal Table"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="annotation subject"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="No List"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Outline List 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Outline List 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Outline List 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Simple 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Simple 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Simple 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Colorful 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Colorful 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Colorful 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 6"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 7"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 8"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 6"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 7"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 8"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table 3D effects 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table 3D effects 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table 3D effects 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Contemporary"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Elegant"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Professional"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Subtle 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Subtle 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Web 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Web 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Web 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Balloon Text"/>
<w:LsdException Locked="false" Priority="39" Name="Table Grid"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Theme"/>
<w:LsdException Locked="false" SemiHidden="true" Name="Placeholder Text"/>
<w:LsdException Locked="false" Priority="1" QFormat="true" Name="No Spacing"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading"/>
<w:LsdException Locked="false" Priority="61" Name="Light List"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 1"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 1"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 1"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 1"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 1"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 1"/>
<w:LsdException Locked="false" SemiHidden="true" Name="Revision"/>
<w:LsdException Locked="false" Priority="0" QFormat="true"
Name="List Paragraph"/>
<w:LsdException Locked="false" Priority="29" QFormat="true" Name="Quote"/>
<w:LsdException Locked="false" Priority="30" QFormat="true"
Name="Intense Quote"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 1"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 1"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 1"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 1"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 1"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 1"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 1"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 1"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 2"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 2"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 2"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 2"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 2"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 2"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 2"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 2"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 2"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 2"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 2"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 2"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 2"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 2"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 3"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 3"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 3"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 3"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 3"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 3"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 3"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 3"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 3"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 3"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 3"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 3"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 3"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 3"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 4"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 4"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 4"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 4"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 4"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 4"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 4"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 4"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 4"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 4"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 4"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 4"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 4"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 4"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 5"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 5"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 5"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 5"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 5"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 5"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 5"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 5"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 5"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 5"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 5"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 5"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 5"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 5"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 6"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 6"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 6"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 6"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 6"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 6"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 6"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 6"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 6"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 6"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 6"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 6"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 6"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 6"/>
<w:LsdException Locked="false" Priority="19" QFormat="true"
Name="Subtle Emphasis"/>
<w:LsdException Locked="false" Priority="21" QFormat="true"
Name="Intense Emphasis"/>
<w:LsdException Locked="false" Priority="31" QFormat="true"
Name="Subtle Reference"/>
<w:LsdException Locked="false" Priority="32" QFormat="true"
Name="Intense Reference"/>
<w:LsdException Locked="false" Priority="33" QFormat="true" Name="Book Title"/>
<w:LsdException Locked="false" Priority="37" SemiHidden="true"
UnhideWhenUsed="true" Name="Bibliography"/>
<w:LsdException Locked="false" Priority="39" SemiHidden="true"
UnhideWhenUsed="true" QFormat="true" Name="TOC Heading"/>
<w:LsdException Locked="false" Priority="41" Name="Plain Table 1"/>
<w:LsdException Locked="false" Priority="42" Name="Plain Table 2"/>
<w:LsdException Locked="false" Priority="43" Name="Plain Table 3"/>
<w:LsdException Locked="false" Priority="44" Name="Plain Table 4"/>
<w:LsdException Locked="false" Priority="45" Name="Plain Table 5"/>
<w:LsdException Locked="false" Priority="40" Name="Grid Table Light"/>
<w:LsdException Locked="false" Priority="46" Name="Grid Table 1 Light"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark"/>
<w:LsdException Locked="false" Priority="51" Name="Grid Table 6 Colorful"/>
<w:LsdException Locked="false" Priority="52" Name="Grid Table 7 Colorful"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 1"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 1"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 1"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 1"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 1"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 1"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 1"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 2"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 2"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 2"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 2"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 2"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 2"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 2"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 3"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 3"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 3"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 3"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 3"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 3"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 3"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 4"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 4"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 4"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 4"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 4"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 4"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 4"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 5"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 5"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 5"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 5"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 5"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 5"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 5"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 6"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 6"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 6"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 6"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 6"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 6"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 6"/>
<w:LsdException Locked="false" Priority="46" Name="List Table 1 Light"/>
<w:LsdException Locked="false" Priority="47" Name="List Table 2"/>
<w:LsdException Locked="false" Priority="48" Name="List Table 3"/>
<w:LsdException Locked="false" Priority="49" Name="List Table 4"/>
<w:LsdException Locked="false" Priority="50" Name="List Table 5 Dark"/>
<w:LsdException Locked="false" Priority="51" Name="List Table 6 Colorful"/>
<w:LsdException Locked="false" Priority="52" Name="List Table 7 Colorful"/>
<w:LsdException Locked="false" Priority="46"
Name="List Table 1 Light Accent 1"/>
<w:LsdException Locked="false" Priority="47" Name="List Table 2 Accent 1"/>
<w:LsdException Locked="false" Priority="48" Name="List Table 3 Accent 1"/>
<w:LsdException Locked="false" Priority="49" Name="List Table 4 Accent 1"/>
<w:LsdException Locked="false" Priority="50" Name="List Table 5 Dark Accent 1"/>
<w:LsdException Locked="false" Priority="51"
Name="List Table 6 Colorful Accent 1"/>
<w:LsdException Locked="false" Priority="52"
Name="List Table 7 Colorful Accent 1"/>
<w:LsdException Locked="false" Priority="46"
Name="List Table 1 Light Accent 2"/>
<w:LsdException Locked="false" Priority="47" Name="List Table 2 Accent 2"/>
<w:LsdException Locked="false" Priority="48" Name="List Table 3 Accent 2"/>
<w:LsdException Locked="false" Priority="49" Name="List Table 4 Accent 2"/>
<w:LsdException Locked="false" Priority="50" Name="List Table 5 Dark Accent 2"/>
<w:LsdException Locked="false" Priority="51"
Name="List Table 6 Colorful Accent 2"/>
<w:LsdException Locked="false" Priority="52"
Name="List Table 7 Colorful Accent 2"/>
<w:LsdException Locked="false" Priority="46"
Name="List Table 1 Light Accent 3"/>
<w:LsdException Locked="false" Priority="47" Name="List Table 2 Accent 3"/>
<w:LsdException Locked="false" Priority="48" Name="List Table 3 Accent 3"/>
<w:LsdException Locked="false" Priority="49" Name="List Table 4 Accent 3"/>
<w:LsdException Locked="false" Priority="50" Name="List Table 5 Dark Accent 3"/>
<w:LsdException Locked="false" Priority="51"
Name="List Table 6 Colorful Accent 3"/>
<w:LsdException Locked="false" Priority="52"
Name="List Table 7 Colorful Accent 3"/>
<w:LsdException Locked="false" Priority="46"
Name="List Table 1 Light Accent 4"/>
<w:LsdException Locked="false" Priority="47" Name="List Table 2 Accent 4"/>
<w:LsdException Locked="false" Priority="48" Name="List Table 3 Accent 4"/>
<w:LsdException Locked="false" Priority="49" Name="List Table 4 Accent 4"/>
<w:LsdException Locked="false" Priority="50" Name="List Table 5 Dark Accent 4"/>
<w:LsdException Locked="false" Priority="51"
Name="List Table 6 Colorful Accent 4"/>
<w:LsdException Locked="false" Priority="52"
Name="List Table 7 Colorful Accent 4"/>
<w:LsdException Locked="false" Priority="46"
Name="List Table 1 Light Accent 5"/>
<w:LsdException Locked="false" Priority="47" Name="List Table 2 Accent 5"/>
<w:LsdException Locked="false" Priority="48" Name="List Table 3 Accent 5"/>
<w:LsdException Locked="false" Priority="49" Name="List Table 4 Accent 5"/>
<w:LsdException Locked="false" Priority="50" Name="List Table 5 Dark Accent 5"/>
<w:LsdException Locked="false" Priority="51"
Name="List Table 6 Colorful Accent 5"/>
<w:LsdException Locked="false" Priority="52"
Name="List Table 7 Colorful Accent 5"/>
<w:LsdException Locked="false" Priority="46"
Name="List Table 1 Light Accent 6"/>
<w:LsdException Locked="false" Priority="47" Name="List Table 2 Accent 6"/>
<w:LsdException Locked="false" Priority="48" Name="List Table 3 Accent 6"/>
<w:LsdException Locked="false" Priority="49" Name="List Table 4 Accent 6"/>
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<br />
<div class="MsoNormal">
I’ve already covered some of the reasons that employee
engagement is so important <a href="http://3 Secrets to HCAHPS Success (Through Employee Engagement)" target="_blank"><span style="color: blue;">here</span></a>. <span style="color: red;"></span>It’s critical to the
success of any project, and it needs to start right now. You need your staff to
care about your scores, and you’re going to get people engaged if you do these
three things:</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u>Consider This</u></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;">Keep to a schedule.</b></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
This will keep the momentum of HCAHPS improvement strong by
giving staff achievable goals without overwhelming them with information. If
you can keep people interested rather than apathetic or apprehensive </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="font-family: "times new roman" , serif; font-size: 10.0pt; line-height: 115%;"></span></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;">Have a minimum of 10%
staff participation</b>.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
All of your management (which is probably about 5% of your
total staff) and 5% of your front-line employees should be actively invested in
improving your HCAHPS scores. This 10% is what we call “critical mass” or
“tipping point;” the percentage of people that it takes to get the ball rolling
on a new project or idea. Be sure to have your most positive and energetic front-line
people participate; enthusiasm is contagious, just like pessimism, so make sure
to enlist the superstars first. Webinars, conferences, whitepapers—use every
resource that you can lay your hands on to get your people educated, invested,
and excited.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;">Utilize tools.</b></div>
<div class="MsoNormal">
<br /></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Everybody needs a little help now and then—especially with
organization. </span></div>
<div class="Body">
<br /></div>
<div class="Body" style="margin-left: 36.0pt;">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">1. Put a team
together and develop a DO IT (Daily Ongoing Improvement Tactic) Plan. </span></div>
<div class="Body" style="margin-left: 36.0pt;">
<br /></div>
<div class="Body" style="margin-left: 36.0pt;">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">2. Be accountable—have
strict deadlines and specific ideas for implementation.</span></div>
<div class="Body">
<br /></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Jumpstart your success by deciding <b style="mso-bidi-font-weight: normal;">W</b>ho will do <b style="mso-bidi-font-weight: normal;">W</b>hat by <b style="mso-bidi-font-weight: normal;">W</b>hen and <b style="mso-bidi-font-weight: normal;">H</b>ow (<b style="mso-bidi-font-weight: normal;">WWWH</b>) so that you
can track your progress and success. A goal without specificity or a deadline
is just wishful thinking, and that won’t bring your scores up. </span></div>
<div class="Body" style="margin-left: 36.0pt;">
<br /></div>
<div class="Body" style="margin-left: 36.0pt; tab-stops: 330.75pt;">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">3. Make
sure all staff are on the same page—and act with urgency! </span></div>
<div class="Body" style="tab-stops: 330.75pt;">
<br /></div>
<div class="Body" style="tab-stops: 330.75pt;">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">John
Kotter</span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"> (author of the international bestseller <i style="mso-bidi-font-style: normal;">Leading Change</i>)<i style="mso-bidi-font-style: normal;"> </i>has said
that all change fails because of a lack of urgency. Never have truer words been
spoken! Don’t let your motivation to improve be pushed aside by other
responsibilities (like so many New Year’s resolutions), because yes, day-to-day
stuff is important—but so is long-term improvement. Have the 10% of staff that
we talked about earlier champion the new projects and maintain an enthusiastic,
improvement-focused mentality. Attitudes are contagious, and they spread like
the flu – make sure your employees and colleagues are “catching” positivity.</span></div>
<div class="Body" style="tab-stops: 330.75pt;">
<br /></div>
<div class="Body" style="tab-stops: 330.75pt;">
<b style="mso-bidi-font-weight: normal;"><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">M.B.W.A.</span></b></div>
<div class="Body" style="tab-stops: 330.75pt;">
<br /></div>
<div class="Body" style="tab-stops: 330.75pt;">
<b style="mso-bidi-font-weight: normal;"><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">M</span></b><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">anagement
<b style="mso-bidi-font-weight: normal;">B</b>y <b style="mso-bidi-font-weight: normal;">W</b>alking <b style="mso-bidi-font-weight: normal;">A</b>round; so
simple, yet so effective! If you check in personally and professionally, </span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">you will reap two benefits:</span></div>
<br />
<ul>
<li><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">People
will feel like management listens - and therefore cares about what they do.</span></li>
<li><span lang="EN-US" style="font-family: "symbol"; font-size: 11.0pt;"><span style="mso-list: Ignore;"></span></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">You
are supporting the service that your employees provide.</span></li>
</ul>
<br />
<div class="Body" style="tab-stops: 330.75pt;">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Ask
them about their day, their family, their kids, their hobbies; ask what you
could do to make their day great, what have they got on their plate today, what
roadblocks you could clear for them? They will be grateful for your interest
and your offer to help, guaranteed. A word of caution: do not go down this road
if you aren’t prepared to be sincere about M.B.W.A. People can tell when
someone cares about them and when they don’t, so be sincere rather than
saccharine. </span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 10.0pt;"></span></div>
<div class="Body" style="tab-stops: 330.75pt;">
<br /></div>
<div class="Body" style="tab-stops: 330.75pt;">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Shouldn’t
we be providing a great patient experience to every patient, every time, no
exceptions? It’s the right thing to do. It’s our mission, our values, and it’s
what we believe in as individuals.</span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 10.0pt;"></span></div>
<div class="Body">
<br /></div>
<div class="MsoNormal">
What could your team achieve if they knew what to do, and
wanted to do it?</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u>The Take Away</u></div>
<div class="MsoNormal">
Keep everyone accountable to the changes you undertake with
specificity and deadlines. If you support your people by maintaining a sincere
personal and professional interest, the opportunities are limitless.</div>
<div class="MsoNormal">
<br /></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Follow Us on </span><span lang="EN-US"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Twitter</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Like Us on </span><span lang="EN-US"><a href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Facebook</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
<div class="MsoNormal">
<br /></div>
Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com7tag:blogger.com,1999:blog-2782564358731439954.post-88591924613561377192017-03-07T11:00:00.000-08:002017-03-07T13:10:40.120-08:00Cleanliness Matters: Own It<!--[if gte mso 9]><xml>
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I know we use that term “cleanliness is next to godliness”,
but it’s much more than that. It is a matter of life and death.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u>Consider This</u></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">The Current National
Threshold (the score) for this domain, Cleanliness of Patient Rooms, is <b style="mso-bidi-font-weight: normal;">62.8%. </b>That is to say: how often does
your hospital get rated at 4, which is “Always,” the highest score? Do you know
what your current score is for cleanliness? </span></div>
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<br /></div>
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<span lang="EN-US" style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";"> </span></span></span><span lang="EN-US" style="font-family: "Calibri",sans-serif; font-size: 11.0pt;">Patient
Perception equals HCHAPS scores. It’s not the way <i style="mso-bidi-font-style: normal;">we</i> think the hospital, bed, or bathrooms looks, it’s how the
patient perceives the experience that will ultimately determine how they
remember their experience (and how they’ll evaluate you on a scale of 1-4 on
their HCAHPS survey). </span></div>
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<br /></div>
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2. <span style="mso-spacerun: yes;"> </span>More importantly, a clean environment is a
healthy environment. We want people to get better in as positive a manner as
possible. </div>
<div class="MsoNormal" style="margin-left: 36.0pt; text-indent: -18.0pt;">
3. <span style="mso-spacerun: yes;"> </span>Even more importantly, infections hurt and
kill. </div>
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<br /></div>
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So where do we begin to make a difference in cleanliness? It
starts with each and every one of us!</div>
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<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;">Best Practices for HCAHPS
Improvement Success</b></div>
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<br /></div>
<div class="MsoListParagraph">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Lead
by Example:</span></b><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"> Tammy McMann Brailsford - people spoke of her with
reverence, awe, and enthusiasm. She was the Chief Nurse Officer at St. Mary
Medical Center in Long Beach, California, and she led by example. If she saw
dirt or garbage on the floor, she’d stop and pick it up. If the phone rang, she
wouldn’t say, “Hey, somebody get the phone.” she answered the phone. <u>She
walked the talk of having a servant’s heart.</u> She truly led by example in
the way she wanted everybody to treat everybody else. </span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Mahatma Gandhi said, “We must become the change we
want to see in the world.” We must model the behavior we want from others. What
more appropriate message to send out when we’re talking about cleanliness for a
gigantic, complex organization like a hospital. </span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<b style="mso-bidi-font-weight: normal;"><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Team
Ownership:</span></b><span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"> The cleanliness question on the HCAHPS survey is: “During
this hospital stay, how often was your room and bathroom kept clean?” Remember,
all of HCAHPS is about frequency of service. Who owns this? </span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph">
<span style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-ansi-language: EN-CA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">Easy…everyone! All Administrators, the COO,
Environmental Services, Housekeeping Directors, the CNO, Nurse Managers, Nurse
Supervisors, Nurses, Housekeepers, CNA’s, Dietary, and <u>anybody who visits
the patients room</u>. Everybody at the hospital must be engaged. </span></div>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Here’s a simple quiz to quickly evaluate your personal
ownership of cleanliness (HINT: Anything less than a “Yes” answer indicates
room for ownership improvement):</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<br />
<ol>
<li><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font: 7.0pt "Times New Roman";"></span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Whenever
I walk through the parking lot and notice garbage on the ground, I always pick it
up and throw it out.</span></li>
<li><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font: 7.0pt "Times New Roman";"></span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">If
I see empty wheelchairs or other obstacles blocking the hallways, I always take
a moment to put them where they belong.</span></li>
<li><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font: 7.0pt "Times New Roman";"></span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;">If
I notice wrappers, garbage, empty coffee cups, or other messes lying around, I
always toss them in the nearest trash bin.<span style="mso-list: Ignore;"><span style="font: 7.0pt "Times New Roman";"> </span></span></span></li>
<li><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">If
I pass a patient’s room and notice a spill on the floor, I always make an
effort to get the spill cleaned up as quickly as possible (by calling EMS, or
getting a mop and bucket and cleaning it myself).</span></li>
<li><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-family: Calibri; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font: 7.0pt "Times New Roman";"></span></span></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">I
always treat others how I’d like to be treated.</span></li>
</ol>
<br />
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">One final thought:</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">When you walk the talk, watch how many people will follow
your lead.</span></div>
<div class="MsoListParagraph" style="margin-left: 0cm;">
<br /></div>
<div class="MsoNormal">
<u>The Take Away</u></div>
<div class="MsoNormal">
Just because you don’t work in housekeeping doesn’t mean you
aren’t a housekeeper. Often, we can step in and do what’s necessary. Be willing
to tidy up rooms and hallways on your own. We are all housekeepers. We are all
life savers, and therefore we want to inspire other by our example. </div>
<div class="MsoNormal">
<br /></div>
<div class="Body">
<span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Follow Us on </span><span lang="EN-US"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;">Twitter</span></a></span><span lang="EN-US" style="color: windowtext; font-family: "Calibri",sans-serif; font-size: 11.0pt; mso-bidi-font-size: 10.0pt;"></span></div>
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Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com1tag:blogger.com,1999:blog-2782564358731439954.post-47475438186519203322017-03-07T10:49:00.000-08:002017-03-07T10:49:41.977-08:003 Common “Quiet” Challenges (and How to Tackle Them)<!--[if gte mso 9]><xml>
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It seems like everybody is struggling with the issue of
quiet. If you think your scores are fine, I make this observation: no one can
be objective about the service they provide while they’re providing it.
Employees develop blinders after one hundred days of working somewhere; they
stop seeing as an outsider and start seeing as an insider. As soon as this
happens, they are no longer objective. I like to say, “you can’t read the label
if you’re inside the bottle.”</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u>Consider This</u></div>
<div class="MsoNormal">
Here are some of the “Quiet at Night” issues that I tackle
most often – they may sound familiar!</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;">Partially Private Patients</b></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
“Creating quiet environments is difficult because we have
semi-private rooms.”</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
There are always options for improving, even when your
patients have roommates. Here are some suggestions:</div>
<ul>
<li><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Request
that roommates have respect for each other, even as they are recuperating; ask
them to try to manage and moderate their own sound levels</span></li>
<li><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Distribute
ear plugs and white noise machines, if available</span></li>
<li><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Set
up an acoustic baffle – available in endless shapes and sizes, a baffle cuts
noise like a champ</span></li>
<li><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Consider
a patient’s potential noise level when assigning beds</span></li>
</ul>
<div class="MsoListParagraph">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;">The Colleague
Conundrum</b></div>
<div class="MsoNormal">
“What do you do when a doctor is doing some charting or
talking on the phone, and he or she has a voice that’s loud? How do you tell
them to hush up?” </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span lang="EN-GB" style="mso-ansi-language: EN-GB;">All
colleagues, across all departments, should be empowered to remind each other about
the importance of quiet in a hospital—have your team (or your whole facility) a</span>gree
on non-verbal signal, like a tug on the ear; usually that will be enough to
remind someone that they need to moderate their noise levels. From nurses to
janitors, doctors to executives: if someone is noisy on a unit, they are preventing
a patient’s rest. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
This is the reason that total staff engagement is essential
for improved HCAHPS scores. I know there are some people think that HCAHPS is
just about nursing, but it’s not; nurses depend on IT, HR, Pharmacy,
Maintenance, and everybody else—every employee in a hospital is either directly
or indirectly impacting the patient’s experience, which means that every
employee is responsible for HCAHPS results; consequently, every employee must
be invested in improving them.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;">HCAHPS Hassle</b></div>
<div class="MsoNormal">
“I get my HCAHPS scores and I have no idea how to fix them.”</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Dealing with HCAHPS scores can feel like a whac-a-mole
contest; as soon as you get one under control, another one pops up. You can’t
take your eyes off them for a second! This blog is designed to help you improve
and sustain your scores, and if you take my recommendations to heart, I have no
doubt that your patient experience will improve. If you need more dramatic intervention,
We have developed the HCAHPS HOPE Plan (Hardwiring Outstanding Patient Experience)
with HCAHPS challenges in mind. The HOPE Plan isolates the specific best
practices that you can implement to improve HCAHPS scores and organizes them
into the following seven sections. </div>
<div class="MsoNormal">
<br /></div>
<div class="Body" style="margin-left: 13.0pt; mso-list: l0 level1 lfo1; tab-stops: list 13.0pt; text-indent: -13.0pt;">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"><span style="mso-list: Ignore;">1.<span style="font: 7.0pt "Times New Roman";"> </span></span></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Specific
Best Practices </span></div>
<div class="Body" style="margin-left: 13.0pt; mso-list: l0 level1 lfo1; tab-stops: list 13.0pt; text-indent: -13.0pt;">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"><span style="mso-list: Ignore;">2.<span style="font: 7.0pt "Times New Roman";"> </span></span></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Tools,
Equipment and Resources </span></div>
<div class="Body" style="margin-left: 13.0pt; mso-list: l0 level1 lfo1; tab-stops: list 13.0pt; text-indent: -13.0pt;">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"><span style="mso-list: Ignore;">3.<span style="font: 7.0pt "Times New Roman";"> </span></span></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Staff
Skills and Behaviors </span></div>
<div class="Body" style="margin-left: 13.0pt; mso-list: l0 level1 lfo1; tab-stops: list 13.0pt; text-indent: -13.0pt;">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"><span style="mso-list: Ignore;">4.<span style="font: 7.0pt "Times New Roman";"> </span></span></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Sentence
Starters</span></div>
<div class="Body" style="margin-left: 13.0pt; mso-list: l0 level1 lfo1; tab-stops: list 13.0pt; text-indent: -13.0pt;">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"><span style="mso-list: Ignore;">5.<span style="font: 7.0pt "Times New Roman";"> </span></span></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Collaboration
</span></div>
<div class="Body" style="margin-left: 13.0pt; mso-list: l0 level1 lfo1; tab-stops: list 13.0pt; text-indent: -13.0pt;">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"><span style="mso-list: Ignore;">6.<span style="font: 7.0pt "Times New Roman";"> </span></span></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Leader
Competencies </span></div>
<div class="MsoNormal">
7. Frontline Competencies</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<u>The Take Away</u></div>
<div class="MsoNormal">
Give every staff member permission to improve the patient
experience. I can practically hear some of you say “But Brian, my employees are
already empowered!” Don’t make that assumption – be explicit about the scope of
empowerment and responsibilities. Also, there is <i style="mso-bidi-font-style: normal;">always </i>something that could be done to improve your HCAHPS scores –
just think outside the box!</div>
<div class="MsoNormal">
<br /></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Follow Us on </span><span lang="EN-US"><a href="https://twitter.com/CustomLearningS"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Twitter</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
<div class="Body">
<span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Like Us on </span><span lang="EN-US"><a href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Facebook</span></a></span><span lang="EN-US" style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
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<br /></div>
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<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number 5"/>
<w:LsdException Locked="false" Priority="10" QFormat="true" Name="Title"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Closing"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Signature"/>
<w:LsdException Locked="false" Priority="1" SemiHidden="true"
UnhideWhenUsed="true" Name="Default Paragraph Font"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text Indent"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Message Header"/>
<w:LsdException Locked="false" Priority="11" QFormat="true" Name="Subtitle"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Salutation"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Date"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text First Indent"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text First Indent 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Note Heading"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text Indent 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text Indent 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Block Text"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Hyperlink"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="FollowedHyperlink"/>
<w:LsdException Locked="false" Priority="22" QFormat="true" Name="Strong"/>
<w:LsdException Locked="false" Priority="20" QFormat="true" Name="Emphasis"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Document Map"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Plain Text"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="E-mail Signature"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Top of Form"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Bottom of Form"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Normal (Web)"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Acronym"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Address"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Cite"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Code"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Definition"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Keyboard"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Preformatted"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Sample"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Typewriter"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Variable"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Normal Table"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="annotation subject"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="No List"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Outline List 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Outline List 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Outline List 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Simple 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Simple 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Simple 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Colorful 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Colorful 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Colorful 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 6"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 7"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 8"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 6"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 7"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 8"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table 3D effects 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table 3D effects 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table 3D effects 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Contemporary"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Elegant"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Professional"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Subtle 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Subtle 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Web 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Web 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Web 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Balloon Text"/>
<w:LsdException Locked="false" Priority="39" Name="Table Grid"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Theme"/>
<w:LsdException Locked="false" SemiHidden="true" Name="Placeholder Text"/>
<w:LsdException Locked="false" Priority="1" QFormat="true" Name="No Spacing"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading"/>
<w:LsdException Locked="false" Priority="61" Name="Light List"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 1"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 1"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 1"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 1"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 1"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 1"/>
<w:LsdException Locked="false" SemiHidden="true" Name="Revision"/>
<w:LsdException Locked="false" Priority="0" QFormat="true"
Name="List Paragraph"/>
<w:LsdException Locked="false" Priority="29" QFormat="true" Name="Quote"/>
<w:LsdException Locked="false" Priority="30" QFormat="true"
Name="Intense Quote"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 1"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 1"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 1"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 1"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 1"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 1"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 1"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 1"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 2"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 2"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 2"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 2"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 2"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 2"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 2"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 2"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 2"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 2"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 2"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 2"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 2"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 2"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 3"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 3"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 3"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 3"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 3"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 3"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 3"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 3"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 3"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 3"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 3"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 3"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 3"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 3"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 4"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 4"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 4"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 4"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 4"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 4"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 4"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 4"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 4"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 4"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 4"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 4"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 4"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 4"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 5"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 5"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 5"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 5"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 5"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 5"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 5"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 5"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 5"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 5"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 5"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 5"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 5"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 5"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 6"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 6"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 6"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 6"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 6"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 6"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 6"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 6"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 6"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 6"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 6"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 6"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 6"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 6"/>
<w:LsdException Locked="false" Priority="19" QFormat="true"
Name="Subtle Emphasis"/>
<w:LsdException Locked="false" Priority="21" QFormat="true"
Name="Intense Emphasis"/>
<w:LsdException Locked="false" Priority="31" QFormat="true"
Name="Subtle Reference"/>
<w:LsdException Locked="false" Priority="32" QFormat="true"
Name="Intense Reference"/>
<w:LsdException Locked="false" Priority="33" QFormat="true" Name="Book Title"/>
<w:LsdException Locked="false" Priority="37" SemiHidden="true"
UnhideWhenUsed="true" Name="Bibliography"/>
<w:LsdException Locked="false" Priority="39" SemiHidden="true"
UnhideWhenUsed="true" QFormat="true" Name="TOC Heading"/>
<w:LsdException Locked="false" Priority="41" Name="Plain Table 1"/>
<w:LsdException Locked="false" Priority="42" Name="Plain Table 2"/>
<w:LsdException Locked="false" Priority="43" Name="Plain Table 3"/>
<w:LsdException Locked="false" Priority="44" Name="Plain Table 4"/>
<w:LsdException Locked="false" Priority="45" Name="Plain Table 5"/>
<w:LsdException Locked="false" Priority="40" Name="Grid Table Light"/>
<w:LsdException Locked="false" Priority="46" Name="Grid Table 1 Light"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark"/>
<w:LsdException Locked="false" Priority="51" Name="Grid Table 6 Colorful"/>
<w:LsdException Locked="false" Priority="52" Name="Grid Table 7 Colorful"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 1"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 1"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 1"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 1"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 1"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 1"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 1"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 2"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 2"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 2"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 2"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 2"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 2"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 2"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 3"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 3"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 3"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 3"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 3"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 3"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 3"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 4"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 4"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 4"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 4"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 4"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 4"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 4"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 5"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 5"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 5"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 5"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 5"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 5"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 5"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 6"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 6"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 6"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 6"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 6"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 6"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 6"/>
<w:LsdException Locked="false" Priority="46" Name="List Table 1 Light"/>
<w:LsdException Locked="false" Priority="47" Name="List Table 2"/>
<w:LsdException Locked="false" Priority="48" Name="List Table 3"/>
<w:LsdException Locked="false" Priority="49" Name="List Table 4"/>
<w:LsdException Locked="false" Priority="50" Name="List Table 5 Dark"/>
<w:LsdException Locked="false" Priority="51" Name="List Table 6 Colorful"/>
<w:LsdException Locked="false" Priority="52" Name="List Table 7 Colorful"/>
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<![endif]-->Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com0tag:blogger.com,1999:blog-2782564358731439954.post-74722660548894410612014-04-07T05:45:00.001-07:002014-04-07T05:45:56.287-07:00The A-B-ZZZZ's of Quiet at Night<p>Do you get enough sleep? If you do, chances are you haven’t been sleeping in a hospital bed.</p>
<p>Do you know what it’s like trying to sleep in a hospital? One group of curious hospital staff did; they recorded the sounds that a patient would hear in a typical MedSurg room between 9:00 p.m. and 6:00 a.m. The recording was put on a DVD, and each staff member took a copy home to play in their own bedrooms that night.</p>
<p>It was a disaster.</p>
<p>The staff were appalled and disappointed at the level of noise in their hospital—they wondered how their patients could possibly get any rest!</p>
<p>Quiet matters. Quiet is necessary for healing, essential for rest, and related to everything that hospitals represent.</p>
<p><span style="text-decoration: underline;">Consider This:</span></p>
<p><strong>Staff Noise</strong></p>
<p><strong></strong>Surveys show that the highest decibel level in a hospital is recorded during shift change, so be aware of human noise at that time. Here are some suggestions for simple noise control.</p>
<p>Install a tasteful visual reminder, like the <a title="Yacker Tracker" href="http://www.yackertracker.com" target="_blank">Yacker Tracker</a>. The light shouldn’t be red when people are in bed!</p>
<p>Have a noise hotline that patients can call (instead of using the call buttons) when things get too rowdy.</p>
<p>Set alarms to ring at the nurse’s station instead of a patient’s room.</p>
<p>If you’re feeling ambitious, brainstorm ways to reduce food tray ‘rattle’ and similar noises.</p>
<p>If you designate “Rest” or “Evening Quiet” times (and you should), make sure to dim the lights on the floor so there’s no confusion for new arrivals. Posters (placed prominently during quiet hours) and public announcements made from overhead speakers will also help increase awareness.</p>
<p><strong>Mechanical Noise</strong></p>
<p><strong></strong>A certain level of mechanical noise in hospitals is unavoidable. All staff should be empowered to fix (if they can) or report to Maintenance (if they can’t) any noise interfering with patient comfort and tranquillity. Create a list of the major mechanical noise-offenders on your floor, and have them fixed one at a time. Better yet, create a never ending “Job Jar” by writing down all the things that need fixing and putting the pieces of paper in a big glass (or plastic) jar at the nurse’s station.</p>
<p>Some noise may not be easy to predict. For example: Check high traffic doors, and install bumpers if necessary.</p>
<p>One of the biggest noise offenders is trash compactors located near a patient’s room; it’s fairly easy to have them moved elsewhere.</p>
<p><strong>The Mood</strong></p>
<p><strong></strong>I’ve found that the traditional approach to improving “Quiet” scores is to stop needless mechanical noises, and start a “HUSH” (Help Us Support Healing) or “SHHH” (Silent Hospitals Help Healing) campaign. That’s a good start, but here’s the thing:</p>
<p>The only reference a patient has for ‘quiet at night’ is the solitude of their home.</p>
<p>Patients need to understand that a hospital bed is not like their bed at home, not even close. Staff should be managing patient expectations right from Admitting so that patients have a realistic idea of their nighttime experience. “Quiet” is different at hospitals; because treatment sometimes occurs at unusual hours, patients should be warned that they will hear <strong>sounds of care </strong>during the night.</p>
<p>Remember Domino’s Pizza? They had a guarantee: if it wasn’t delivered within thirty minutes, it was free. We had confidence in that promise, so it didn’t really matter if it was five or ten minutes late, because we could expect delivery in half an hour—or we could expect a free pizza. Domino’s managed our expectations by giving us a guideline, and that’s exactly what you need to do with your patients.</p>
<p>Try telling your patients:</p>
<p><em>“We are making every effort to perform those activities with the minimum amount of noise.”</em></p>
<p><em>“I know you are used to the quiet solitude of sleeping in your home – but the hospital is a little different.”</em></p>
<p>The Take-Away Stop complaints before they start by educating patients and creating reasonable expectations.</p>
<p>Follow Us on <a title="Twitter" href="https://twitter.com/CustomLearningS" target="_blank">Twitter</a> <br />Like Us on <a title="Facebook" href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231" target="_blank">Facebook</a></p>Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com0tag:blogger.com,1999:blog-2782564358731439954.post-52928433744191219202014-03-31T13:53:00.001-07:002014-03-31T13:53:56.207-07:00The Tough Truth about HCAHPS and VBP<p>Let me begin this post with a tough question: in your area, are you the provider of choice… or the provider of convenience?</p>
<p>Do patients drive past other hospitals to get to yours? They should.</p>
<p>They could, if your hospital offered something unique from other hospitals.</p>
<p>They would, if your facility was dedicated to the patient experience.</p>
<p><strong><em>Consider This </em></strong></p>
<p>All other things being equal (like equipment, services, and location), it’s the intangibles that tip the scale. By “intangibles,” I mean all the things you do for patients that go above and beyond the call of duty, above and beyond your competition — the unwritten standard that you have for patient experience. If your hospital guaranteed a quiet night for each patient, would that give you a competitive edge? Absolutely. Even when you’re at home, feeling well, life is not very nice if you don’t get enough sleep. What I’m getting at is: the intangibles matter, now more than ever.</p>
<p><strong>Your HCAHPS scores will be publicly reported, if they aren’t already.</strong></p>
<p>Say a potential patient is comparing two hospitals. Hospital A is in the 75th percentile for Quiet at Night, Hospital B is in the 40th percentile. I would, without hesitation, choose Hospital A — and so will your potential patients.</p>
<p>Act as though the HCAHPS survey is mandatory, even if it isn’t. Converting from an in-house survey to the CMS standard is usually a rude awakening, so give yourself an advantage over your competition by embracing the new standard before it’s required.</p>
<p><strong>Value-Based Purchasing is the new healthcare reality.</strong></p>
<p>The Bad News: CMS has taken $850,000,000 dollars from hospitals by reducing Medicare-based DRG payments by 1%, and that’s just the start—that 1% is going to be 2% by fiscal year 2017.</p>
<p>The Good News: CMS put that money in a special account, and you can get some of it back by improving your HCAHPS scores.</p>
<p>I have three recommendations for overall HCAHPS improvement:</p>
<p><span style="text-decoration: underline;">1. Engage everybody, right now.</span> You don’t need 100% enthusiasm to get started, but it sure makes improvement easier if the staff aren’t working at cross-purposes. Imagine if you gave each staff member permission to improve the patient experience, to do whatever it took—how would the culture of the hospital change? How would patient satisfaction change? How would the employee experience change?</p>
<p><span style="text-decoration: underline;">2. Strive to be well above the national average within a year.</span> Figure out how other hospitals (other than your direct competition) are getting high scores in domains that you find challenging and offer to trade Best Practices in an area where you’re excelling and they’re struggling—that way, everybody wins.</p>
<p><span style="text-decoration: underline;">3. Aim to be in the top quartile within three years.</span> If you’re already there, fantastic! But can you do better? If you’re in the 75th percentile, aim for the 80th; if you’re in the 85th percentile, aim for the 90th! Always strive to improve your products and services.</p>
<p>Quiet at Night is an essential part of healing during a hospital stay, but who is really responsible for improving this domain? In every case, the buck starts and stops with the CEO. An important part of this is nursing, so the Chief Nursing Officer or Director of Nursing, Chief Engineer or maintenance manager, all nurse managers and supervising nurses. RNs and CNAs, Housekeepers and Dietary, everybody who passes by or enters a patient’s room is responsible for quiet at night.</p>
<p>Attempts to improve cannot be successful unless these individuals are engaged, and we’ll discuss methods of employee engagement in later posts.</p>
<p>I want to leave you with one final thought: I heard the story of a nurse at a rural hospital, who lived on a farm. Once, during a terrible snowstorm, she stayed overnight in the hospital. I remember hearing that the nurse was absolutely livid the next morning — because she could not get a good night’s sleep in the hospital room! The Take Away Quiet equals healing, and we’re in the healing profession. Make sure your HCAHPS scores reflect your priorities, and vice versa, so that you can capitalize on patient satisfaction and VBP.</p>
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<p>Like Us on <a title="Facebook" href="https://www.facebook.com/pages/Custom-Learning-Systems-Group-Ltd/661067307268231" target="_blank">Facebook</a></p>Custom Learning Systemshttp://www.blogger.com/profile/18330020238595988509noreply@blogger.com1