Decreasing Dialysis Patient-Provider Conflict (DPC) Session #4 – Staff Training Modules 7-9 A Collaborative Presentation by Western Pacific Renal Network, LLC ESRD Network #17 Connie Lorenz, LMSW Patient Services Director 505 San Marin Dr., Bldg. A 300 Novato, CA 94945 Southern California Renal Disease Council, Inc. ESRD Network #18 Cecilia Torres-Correa, RN/BSN Patient Services Director 6255 Sunset Blvd., Ste. 2211 Los Angeles, CA 90028
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Decreasing Dialysis Patient-Provider Conflict (DPC) Session #4 – Staff Training Modules 7-9 A Collaborative Presentation by Western Pacific Renal Network,
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Western Pacific Renal Network, LLCESRD Network #17Connie Lorenz, LMSWPatient Services Director505 San Marin Dr., Bldg. A 300Novato, CA 94945
Southern California Renal Disease Council, Inc. ESRD Network #18Cecilia Torres-Correa, RN/BSNPatient Services Director 6255 Sunset Blvd., Ste. 2211Los Angeles, CA 90028
Objectives
● Facilitate key educational strategies● Encourage critical thinking● Stimulate meaningful staff discussion● Complete in a timely fashion● Keep participants energized and interested● Increase understanding & build
communication skills● Understand the root cause of the patient
conflict
Continue to Communicate Module 7
““No relationship, whether personal or No relationship, whether personal or professional, is immune to conflict. One professional, is immune to conflict. One constant, though, is that most successful constant, though, is that most successful relationships include regular, ongoing relationships include regular, ongoing communication”communication”
Continue to Communicate Module 7
Purpose:● To share and practice some basic
communication skills that can help us listen to and communicate more effectively with our patients
Time Required: ● 45 minutes
Preparation /Material Needed:● Case scenario cards●List of benefits of good communication
Continue to Communicate Module 7
Teaching Concept
Set a specific time frame to sit down with the patient
Be open and ready to deal with the fact that not all conflict is easily resolved
If it is evident that the conflict is continuing, consider an independent third party to help mediate
Continue to Communicate Module 7
Group Activities● Group discussion on:
Benefits of good communicationWhy do patients raise concerns?
● Communication Tips:Active listening
Assertive statements
● Discussion on the importance of continuing to follow-up and communication
● Open discussion with questions
Continue to Communicate Module 7
Benefits of Good Communication
● More confidence in responding to patients
● Less time dealing with disruptions
● Increased patient/customer satisfaction
Continue to Communicate Module 7
“How do they think good communication would benefit our patients?”
● Improved dialysis environment● Increased relaxation during treatment● Less confusion about expectations
Continue to Communicate Module 7
Acknowledge staff challenges:
● We manage a high workload● Sometimes there are staff shortages● Patients can be demanding or difficult● Patients can be disruptive or even abusive
Continue to Communicate Module 7
But we all know that:
● Good communication helps us identify reasonable patient requests
● Talking with patients calmly can avoid exacerbating the situation
● We can help identify problems early so that we can inform the appropriate staff
Continue to Communicate Module 7
Brainstorming on some reasons patients might raise concerns/complaints:
● They’re scared● They want to know what to expect● They’re frustrated, upset, or sad about
their health or their personal life
Continue to Communicate Module 7
Patients may be dealing with:
● Mental health concerns, such as depression or anxiety
● Mood swings● Cognitive impairments, such as dementia● Alcohol/drug use and abuse● Lack of support from family or other
relationships● Cultural differences or misunderstandings
Continue to Communicate Module 7
Communication Tips
1st Tip – Active listening
● Pay attention to what the patient is saying
● Look at the patient and use body language to show you’re following what is being said
● Tell the patient the feelings that you’re hearing them express
Continue to Communicate Module 7
Communication Tips
2nd Tip – Using Assertive Statements
● Focus on the behavior by being specific about what you need the patient to do
● Acknowledge the patient’s feelings
● Restate the behavior and desired outcome, from the patient’s point of view
Continue to Communicate Module 7
Communicating after the Conflict
● Communicate with your patients regularly
● Communication is both talking and listening
● Tell the patient if the conflict cannot be immediately addressed
● Not satisfying someone does not mean that your attempt to resolve the conflict has failed
Continue to Communicate Module 7
Negative Responses From Patient
● The professional’s first thoughts
● What was said or done after realizing the patient was still unhappy?
● Utilizing a neutral third party
● Good phrases to use when patients might have to accept solutions that they may never like
Continue to Communicate Module 7 Conclusion
Effective resolution of a conflict requires follow-up communication.
This allows you to monitor the progress being made and demonstrates to the patient your commitment to resolving the conflict.
How's it working out? How's it working out?
Take Another Look Module 8
Purpose:● Looking at conflict from a quality improvement
policyHandout #3: Reviewing the facility’s policy on
grievances
Take Another Look Module 8
“Handling a conflict, like successfully performing dialysis related tasks, requires practice, understanding, education, and monitoring. Regardless of whether a conflict is minor or major, reviewing the steps used in addressing the conflict will be beneficial”
Take Another Look Module 8
Teaching Concepts
● Meet with other staff members
● Seek additional training
● Take a close look at the role you played in the conflict
● Evaluate and understand the root cause of the conflict