Series 9 - Private Space
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Transcript of Series 9 - Private Space
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1
Roll Calls
Series 8
Follow Through & HandoverJust Do It
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Follow Through and Handover
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S2 Notes
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Just Do It
Translate Every customer is my customer into
Work Behaviors/Actions
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S3 Notes
TTSH service standards: Follow through and Handover
Suggested Answers - Examples: Extend assistance to your colleagues patients when they are pre-occupied with other tasks. Step in to help a colleague when you noticed patients refusing to cooperate with your colleagues. Take initiative to approach your colleague who seemed overwhelmed by the patients family who throws many
questions at your colleague at the same time Volunteer to help a colleague translate for a visitor/patient Inform your nursing officer to help mediate the situation when there is a heated conversation between patient and
your colleague
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Where did we fail?Learning from case studies (A)
Mr. Lee expressed his unhappiness to staff that he and his mother had to
wait for more than 2 hours for the doctor to review her left eye, even
though the appointment time stated was 3pm.
By the time the consultation and payment were done, the pharmacy was
closed. Mr Lee and his mother had to proceed to the pharmacy at A&E
centre.
Mr. Lee dropped the medical chit into the appropriate box. But after
waiting for more than 40 minutes, he noticed those patients who came
after them had collected their medication while they were still waiting.
Hence he approached the staff at the counter but before he could finish
what he wanted to say, he was given a reply by the staff who frowned and
said, NORMAL WAITING TIME IS 40 MINUTES and walked away.
Mr. Lee was upset by the staffs response and continued to wait for
another 10minutes before he decided to ask another staff again. After
some time, the staff had to inform him that he was unable to locate the
chit. The staff was also unable to trace the patients medical record fromthe computer system. The staff then requested for Mr. Lees particulars
and promised to make arrangement to deliver the medicine to his house.
Two days later, Mr. Lee managed to get through the line after several
tries, to enquire on the delivery of his mums medicine. He got an answer
from a staff saying, We do not provide such house delivery. By then, Mr.
Lee was too tired to argue and made his 2nd trip to TTSH to collect his
mothers medication.
a) What went
wrong?
b) What
improvementscould be
made at each
stage?
c) What wouldyou have
done
differently?
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Where did we fail?Learning from case studies (B)
While Lenas mother was at the emergency room observation
area, she was told to wait outside. After more than an hour,
Lena went in to check on her mother, but she was nowhere to
be seen. When Lena approached the staff, she was told to find
her mother by herself and suggested her mother might be in
room 25 or in the toilet. After asking 4 different staff, Lena finallyhad to go out to the 'triage area' and the nurse there finally
found her mum with a doctor in a cubicle. Lena was very worried
as her mum had a stroke and she feared her mum might have
gone to the toilet and fell in there without anyones notice. At
3.20am, Lena had completed the admission procedure for her
mother. But by 4.45am, her mother wasn't assigned with a room
yet. Again she had to ask around and finally at the admission
counter, she was told that a bed had already been assigned 15minutes ago. When Lena approached the nurse, she was told
that she had to wait till her mothers blood test results to be
ready before she could go to her bed.
a) What went
wrong?
b) What
improvementscould be
made at each
stage?
c) What would
you have
done
differently?
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After a 20 mins wait at the X-ray
department after cast removal, patient
approached the counter and was
informed by staff that the X-ray had not
been ordered by doctor. Staff said she
had called the doctor but there was noresponse. Patient requested staff to
walk over to consultation room 4 for
enquiry so that patient would not have
to wait for a "phone call" confirmation.
Staff replied she could not pop over.
Eventually, patients went over to RM 4
and enquire personally. To his
surprises, there was no patient in the
room and X-ray was done immediately
for him.
a) What went
wrong?
b) What
improvements
could be
made at each
stage?
c) What would
you havedone
differently?
Where did we fail?Learning from case studies (C)
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S4 Notes
Read the scenario/s in the previous slides.
Address the 3 questions posed. The case study is organised into paragraphs to help you focus. Have staff
discuss the case generally and point our areas of lack.
Answers may include:
a)Staff could have been more helpful and assisted patients or NOK directly.
b)Whenever being approached by a patient or NOK, always listen and not assume that we know whet they are
asking for. We should take more interest in patient or NOKs queries.
c)When a patient or NOK claims that certain arrangements have been made, or made certain suggestions, always
check before alluding to the fact that patient/NOK is wrong.
d)On a long term basis, think about how to improve the process to minimise such hassles.
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10
Roll Calls
Series 9
Respect Privacy & ConfidentialityPrivate Space
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Respect Confidentiality & Privacy
1. My patient can trust me. I am proactive I am positive I show courtesy, kindness & respect I do not assume I apologise when I am wrong
2. I keep promises; promises made by the hospital and
promises made personally.
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S2 Notes
TTSH service standards: Respect Privacy & Confidentiality
To help build trust by colleagues and patients, we can focus on 5 behaviors:
a) Proactivity when I do not blame the environment but takes initiative and responsibility for whats happening,
I always work within my circle of influence
b) Positivity I do not bad mouth the organization, my colleagues and my patients. I try and see the positive
side of things.
c) Courtesy, kindness & respect in this way, I make every colleague and patient feel important, that I value
them.
d) Not assumptive I will make effort to understand and clarify, rather then assume I knowe) Apologise when wrong I recognise that I am human and can make mistake and when I do so, I will humble
myself to apologise and learn from my mistake.
Building trust can come about only when we are trustworthy. In healthcare, its important to be trustworthy because
the patient is vulnerable. Our respect for their privacy and confidentiality ensures a trusting relationship
between the 2 parties.
In terms of work standards, it is essential to keep promises; promises made by the hospital and promisesmade personally to patients.
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I am a patient in TTSH..
a) I screamed ingreat pain whennurse accidentally hitmy operated thigharea while changing
my clothes but shewalked away withoutapology
b) The staff whoremoved my pants &underwear left me
exposed withoutcoverage whilewaiting for the doctorto be ready at theclinic
c) While the staffhelped me exercise myarms, he shared withme, he had justattended to a well
known local artist wholooks bright on TV, butthe actual person tohim, seemed to havevery low IQ.
d) Staff spoke loudly to me atthe counter teaching me todifferentiate the medicationsprescribed for my HIV , highblood pressure & diabetesillnesses
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S3 Notes
Read each case and visualize yoourself as the patient of TTSH
Ask yourself;
1. How do you feel?
2. What are your impression on TTSH?
3. What would you do or react to that situation?
Suggested answers
Case a)1. Hurt, not respected, staff lack empathy, staff not owning up to mistake
2. Unprofessional healthcare institution
3. I might launch a complaint and made known to public which may affect TTSH reputation
Case b)
1. Embarrassed, no sense of privacy
2. Unprofessional healthcare institution
3. I may not return to TTSH for future treatment if needed
Case c)1. Staff is unprofessional
2. Unprofessional healthcare institution
3. I may share with friends that TTSH staff are unprofessionalCase d)
1. Embarrassed, no sense of privacy, not respected
2. Unprofessional healthcare institution
3. I may seek treatment in other institution