Decreasing Dialysis Patient-Provider Conflict
Everything you need to complete this module is right here! Click on the links below to access the necessary tools and resources available for completion of this module.
OBJECTIVE: |
To increase staff skill in preventing and managing conflict with patients and other staff members.
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ACTIVITIES REQUIRED FOR DIAMOND STATUS: |
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Provide conflict training to staff utilizing the DPC Program Toolkit and applicable unit policies.
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Track and trend complaints within the facility and incorporate into QAPI.
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Develop/adopt policy & procedure for conflict management.
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OPTIONAL ACTIVITIES: |
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Display Network Grievance Poster along with State Survey Contact information in an area easily viewed by patients.
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Display dialysis facility complaint process procedure in an area easily viewed by patients. Debrief staff following acute episodes of conflict (such as verbal outbursts or acts of violence) and include a review of what happened, what went well, what didn't, what could have been done differently, and how to handle going forward.
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Provide, at a minimum, quarterly in-servicing of staff on conflict resolution, which can include the topic of professionalism.
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Display the DPC Toolkit Poster.
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Identify problematic patient issues in staff meetings and develop plan for consistent intervention/management.
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TOOLS/
RESOURCES: |
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MEASURE(S): |
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100% of staff in-serviced on applicable unit policies such as:
- Zero tolerance
- Grievance process
- Treatment re-scheduling
- Patient comfort
- Patient care planning
- Responses to patient non-adherence (i.e. requests to come off the machine early, patient refusal of specific care technician)
- Other unit-specific issues
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100% of staff complete the DPC Program Toolkit training
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Track and trend the number, type, and cause of conflicts in the facility (QI tools are available in the DPC toolkit for reference and use).
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Use trending results in QAPI
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Printer-friendly version of the Module Requirements List.
After you have completed the Decreasing Dialysis Patient-Provider Conflict (DPC) module and have documented the required measures, please complete and submit to your Network Office:
- Completed Project Reporting Form
- In-service attendance log
- Copy of de-identified tracking tools for tracking and trending the number, type, and cause of conflicts in your facility
- Minutes from QAPI sessions in which trending results were discussed.
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