Roll Calls: Just Do It

Roll Calls Series

8

Just Do It Follow Through & Handover 1

Follow Through and Handover

S2 Notes

Just Do It… Translate “Every customer is my customer” into… Work Behaviors/Actions • _______________________________________ •______________________________________________ •__________________________________________________ •_____________________________________________________ •___________________________________________________ ______________________________________________ •____________________________________________ •____________________________________

S3 Notes TTSH service standards: Follow through and Handover Suggested Answers - Examples: • Extend assistance to your colleague’s 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 patient’s 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

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 staff’s 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 patient’s medical record from the computer system. The staff then requested for Mr. Lee’s 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 mum’s 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 mother’s medication.

a) What went wrong? b) What improvements could be made at each stage? c) What would you have done differently?

Where did we fail? Learning from case studies (B) While Lena’s 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 finally had 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 anyone’s 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 15 minutes ago. When Lena approached the nurse, she was told that she had to wait till her mother’s blood test results to be ready before she could go to her bed.

a) What went wrong? b) What improvements could be made at each stage? c) What would you have done differently?

Where did we fail? Learning from case studies (C) 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 no response. 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 have done differently?

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 NOK’s 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.

Roll Calls Series

9

Private Space Respect Privacy & Confidentiality 10

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.

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 what’s 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 know e) 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, it’s 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 promises made personally to patients.

I am a patient in TTSH….. a) I screamed in great pain when nurse accidentally hit my operated thigh area while changing my clothes but she walked away without apology b) The staff who removed my pants & underwear left me exposed without coverage while waiting for the doctor to be ready at the clinic

c) While the staff helped me exercise my arms, he shared with me, he had just attended to a well known local artist who looks bright on TV, but the actual person to him, seemed to have very low IQ. d) Staff spoke loudly to me at the counter teaching me to differentiate the medications prescribed for my HIV , high blood pressure & diabetes illnesses

S3 Notes Read each case and visualize yoourself as the patient of TTSH Ask yourself; 1. 2. 3.

How do you feel? What are your impression on TTSH? 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 unprofessional Case d) 1. Embarrassed, no sense of privacy, not respected 2. Unprofessional healthcare institution 3. I may seek treatment in other institution