charles kunkle msn, cen, ccrn, bc-na ckunkle ...c.ymcdn.com/sites/ · charles kunkle msn, cen,...
TRANSCRIPT
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HCAPS
Core Measures
CPOE
High Alert Medication checks
Competencies
Discharge Planning
Medication Reconciliation
Chart Checks
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What RNs experience when expected to assume additional
unplanned responsibilities while simultaneously
conducting their multiple responsibilities in a condensed
time frame.
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40% of an RNs time is spent somewhere other than the
bedside
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AONE Study- 3500 nurses
53% strongly agreed that their job was so stressful that they were feeling burned out
56% report that opportunities to establish relationships and provide compassionate care with patients was fair or poor.
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The Boomers are coming
Healthcare for All
Decreasing primary care MDs
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Name a company that provides good
customer service and why you return
to that business
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Lack of information
Lack of respect
Using labels -“difficult family” or “drug seeker”
Anxiety or loss of control
Pain
DON’T TAKE IT PERSONALLY
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The response you get depends on Age
Gender
Culture
Stress level
Type of illness
DON’T TAKE IT PERSONALLY
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Go to appt
Make appt
home
MD visit
Home
Procedure needed Back to
MD
Wait for
results
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Anxiety
Defensive Acting Out
Person
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Only 15% of the message that we deliver comes from the words that we say Verbal
Non-Verbal
Para Verbal
85% of communication comes from the unspoken word
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Definition:
Messages translated by body posture and motion
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Tone - The inflection of your voice
Avoid negative inflections
Be aware of tones that relay a sense of
- Impatience
- Anger
- Sarcasm
- Inattention
- Condescension
- Doubt
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Volume – Appropriate to the distance and situation
AVOID
Or Else
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Cadence – Rate and Rhythm of speech should be even
Talking too quickly gives the sense you are in a rush
Talking too slowly gives the sense their problem is an emergency
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I didn’t call you stupid
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I didn’t call you stupid
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I didn’t call you stupid
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I didn’t call you stupid
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I didn’t call you stupid
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I didn’t call you stupid
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I didn’t call you stupid ,
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LOL
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Weaknesses
Strengths
Emotions
Needs
Pet Peeves
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“It’s not the amount of time you spend with a patient, but rather the quality of that time, that makes a difference.”
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Acknowledge Patients Feelings
I know you are scared for your child
You seem confused, can I explain the process for you
I can see that you are worried about your test results
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