Phone Request Training

Phone Request Training

Objective

Providing families an informed, compassionate opportunity to donate tissues:

You Are an Important Partner in the Process

Phone Consent Model Hospital Advantages

• Improved tissue consent rates• Sustained high customer

satisfaction • Increased information to family• Reduced litigious risk• 24/7 coverage • All divisions covered

This 15-year-old is a cornea recipient

Three-year-oldOnly 4 days after a

heart valve transplant

This gentlemen is a Recipient of Donor Vein used for bypass surgery

Cancer of her lower leg had this 8-year-old facing amputation.

A bone transplant saved her leg.

“It makes the difference between being a normal person with two legs and a strange person that people will stare at.”

CMS Regulations

•Requires Hospital Staff to Notify OPO (MTS) of Every Death. To be reported as close to time of death as possible, within one hour.

•Only Trained MTS Requestors are to Offer Donation Opportunity to Families

Your Role In The Process Report all deaths to MTS – Donor Services.

Provide patient information to Donor Services so they can determine patient eligibility for donation

Determine Donor Registry Status

Arrange for family to speak to MTS staff on phone

Eligibility

Donor Services Staff Will Screen for Eligibility Demographics Infectious status PMH Current Medical Status COD

If Not Eligible: There is not a need for Family to speak to MTS

Intent Registry Family Must Consent

Consent Registry Patient Has Already Given

Consent

Donor Registry

It Gives the Family Information they need to Honor their Loved One’s Wishes

Many feel a burden has been lifted from them; they do not have to make the decision; their loved one has done it for them.

Intent Registry and The Family

Phone Consent Process

Donor Services staff will ask you for your assessment as to whether this is a good time for the family to speak to MTS.

If you think the family is in a good place to speak to MTS, we will ask you to get them on the phone.

If this is not a good time, MTS will ask you for contact information for the family and will contact them later.

Arrange the Call

Arranging for Next of Kin to Speak to MTS Donor Services Staff will Assist if There is a

Question Who Should be Person MTS Speaks To Requirements

1. Phone2. Privacy3. Comfort

“The staff at Mid-America Transplant would like to speak to you on the phone about some end of life decisions regarding (deceased name).”

Introduction Phrase

MTS coordinator will offer the opportunity for tissue donation to the family.

If family consents, MTS coordinator will complete consent form and proceed directly to the medical social history with the family.

What MTS Does

The Med-Soc Questionnaire Required Sensitive Information

“Your representative encouraged us to share stories and anecdotes of Uncle Rich and we ended up laughing, it was something we never thought would have happened on such a sad day.  I appreciated that she encouraged us to do that and she willingly listened.”

What MTS Does

Families That Choose Donation Will be Offered Gift of Life Donor Medal to be couriered to Funeral Home or mailed to family

MTS coordinator will need to speak with the hospital staff once again to share result of approach and complete the donation process.

What MTS Does

Road Blocks

Family Does Not Want to Speak On Phone

Family Wants to Leave Hospital ASAP, or has Already Left

Road Blocks

We can contact the family at a later time.

Provide MTS with contact information- Home Phone or Cell Phone

Hospitals With Designated Requestors Approaching 30%

MTS Donor Services Phone Approaches57%

Jan-Sept 2010 Data

Approach Outcomes

Donor Family SatisfactionMTS Phone vs. Hospital Designated

Requestor

Donation will not interfere with a timely visitation or viewing at the funeral home.

There will be no cost to the donor family for the donation.

Family may mistakenly question that patient is too old or too sick to be a donor.

Frequently Asked Questions

Where available take to morgue as soon as possible

Follow hospital P&P, i.e., notify security

Tag as MTS Tissue Donor

Elevate head with pillow

Care of the Deceased

Approach the situation with the attitude

that tissue donation is the right thing for this family, and that we

can make this happen for them.

Together we can Change Lives!

Partnership Results

Partnership Results

Port Wentworth Sugar Refinery Explosion

Sixty-Two workers were injured in the blast

Six died at the scene; one died at the burn unit (95%TBSA)

As of March 31, 2008, we sent 800 sq ft of  allograft skin to the Augusta Burn Unit for 16 patients

61 MTS donors sent to this burn unit.

Given the Opportunity to Save a Life or Help

Someone

Most People Would

Thank You!

Your commitment can save and

improve the lives of hundreds