MARC Network 5 5 Diamond Patient Safety Program

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MARC Network 5 5 Diamond Patient Safety
Program

• Decreasing Patient Provider Conflict
• Keeping It Cool Conflict Management
• 2008

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Keeping It C L!
Created by Renée Bova-Collis, MSW, LCSW July 2007
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Goal
To create an atmosphere that is both professional
and comfortable for patients and staff.
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Why Does MARC Have to Stick Their Nose in It?

• Subpart U regulations
• Quality Improvement
• Complaints and grievances

Keep your nose clean!
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Network 5 Annual Complaint Comparison
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Guided Imagery Exercise
Adapted From 2005 NKF Clinical Meetings
Presentation by Rick Russo, LMSW
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Common Triggers of Hostile Patient Behaviors

• Ineffective Communication Skills
• Frustration/Overwhelmed with Emotions
• Perceived Disrespect/Belittlement
• Perceived Loss of Control
• FEAR

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What is DPC?
Decreasing Dialysis Patient-Provider Conflict
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Create A Calm Environment Open Yourself To
Understanding Others Need A Nonjudgmental
Approach Focus On The Issue Look For
Solutions Implement Agreement Continue To
Communicate Take Another Look
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PROFESSIONALISM
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Professional Code of Ethics

• Builds confidence
• Accountability
• Liability

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Merriam-Webster dictionary
Professionalism is a way of exhibiting a
courteous, conscientious and generally
businesslike manner in the workplace.
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Most relationships dont become screwed up
because one person is doing it wrong. They become
unhealthy because two people spin off each
other. -Elizabeth B. Brown, Living
Successfully with Screwed-Up People
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Relationships Personal vs Professional

• Purpose
• Balance of Power
• Focus

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Challenging situations are often the delayed
result of professional boundary violations.
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Becoming Personally Involved

• Sharing that shifts FOCUS from pt to professional
• Lose ability to respond objectively
• React emotionally

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Gifts

• Unit policy against giving/receiving of gifts
• Protects pts from feeling that they need to pay
  extra for quality
• Protects staff from feeling they need to give
  extra attention

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Showing Favoritism

• Showing that you favor one patient over another,
  or facilitate a patient favoring you over other
  staff
• Creates expectation that it will be done again
• Expectation that other staff will do the same

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Dual Relationships

• Exchange of goods or services

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Fishbowl Effect
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Other Pitfalls

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

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Malpractice Watch your tone of voice

• Little to do with mistakes or skill
• Personal level

-from Medical Economics www.memag.com Aug 18, 2006
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It's not my job.
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Final Tips How do you know if you are crossing
a line?

• Allowed in other medical settings?
• Assist patient in care?
• Can it be documented?
• Willing to do for ALL patients?

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Document. Document. Document.

• Just the facts, Maam
• What, Where, When, Why, How, Who
• If its not documented

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Healthcare workers are often nurturing and
sensitive, thus susceptible to the formation of
intense personal relationships.