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For exceptional care in any setting, care of self, care of our patients and families, and care of the team are necessary ingredients.This outpatient example explains the steps.
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Eye Care: From the Inside Out!
PRESENTERS: • Monica Curry • Susie Mapes • Steve Metzger
Eye Care: From the Inside Out!
Caring for Self and Team
Monica Curry, Charge RN
Interruptions, Interruptions… and
More Interruptions!
3
Has that Nurse left yet?
Problem: Staff Interruptions
CAUSE Constant interruptions from nursing staff,
clinic staff, patients and their drivers while trying to admit is a cause of concern for creating document errors.
EFFECT Interruptions interfere with getting
patients admitted in a timely manner and can effect the accuracy of admitting documentation.4
A Picture Worth a Thousand Words
5
Interruptions by Month
January = 744
February = 715
March = 693
April = 341
FAMILY , 74
CLINIC, 127
PATIENTS,
196
ESC STAFF,
345
Our Small Test of Change:Conversation with PACU staff about front
desk interruptions
Pinpointed type of interruptions
Added two volunteers one day of the week
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RESULT
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0
100
200
300
400
500
600
700
800
January February March April
ACTUAL TARGET
Break Room Makeover
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AFTER
Healthy Lifestyle Changes:Remaining Cake after 24 hours
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Caring for the Team: Homemade gift for nurse on surgery leave.
11
Eye Care: From the Inside Out!
Caring for Patients and Community
Susie Mapes, RN OR/PACU
Caring Interactions
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Primary RN-introduces all staff as they arrive at the patient’s bedside
Primary RN-introduces all staff as they arrive at the patient’s bedside
• Provides a united front
• Lets the patient transfer attention fully
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Caring Introductions
Caring Introductions
Mindful Details
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Mindful Conversations
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• Go FULL FRONTAL
• Speak conversationally
• Cluster your computer work
You will be more likely to invite honest responses and be more fulfilling for both of you!
Personal
17
Thank You Cards
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Make it Personal
Make it Unique
Have a little fun with it!!!
19Sample Thank You Card
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Eye Care: From the Inside Out!
Creating a Caring Culture
Steve Metzger, RN Manager
The Olympic Secret: Wolfgang’s Story
22
TEAM WORK!23
Creating a Caring Culture
1.Trust
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Creating a Caring Culture
“When you trust the community,
the community delivers!”
25
Creating a Caring Culture
1.Trust
2.Respect
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Creating a Caring Culture
• “My manager listens!”
• Important Issues Staffing changes
• Reducing hours on vacated position
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Creating a Caring Culture
1.Trust
2.Respect
3.Authenticity
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Creating a Caring Culture
“When no patient is in the
OR,
we are over budget.”
29
Creating a Caring Culture
1.Trust
2.Respect
3.Authenticity
4.Shared Meaning30
31A Caring Culture
Creating a Caring Culture
• Storytelling creates culture
• Celebrate heroes!
32
THE CARING CHOICE
“Work is Contractual,
Effort is Personal”
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“Each Person is Powerful!”34
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“Thank you! Now I can see my grandchildren’s
faces for the first time!”
Questions?
36