The Centers for Medicare & Medicaid Services (CMS) recognizes that patients, families, and caregivers are essential partners in the effort to improve the quality and safety of healthcare provided to all patients. It is only by including them as active members of their own healthcare team that quality can be improved and care become more patient-centered; by fully engaging patients, families, and caregivers in the design, delivery and evaluation of care, it is made safer, treatment plan adherence is increased, and hospital readmissions are reduced. Research shows that individuals who feel responsible for their own health tend to have better health outcomes.
The resources found here will help all participants on the healthcare team to fully engage in the process of care for end stage renal disease (ESRD) patients.
Addressing Abusive Behaviors in the Dialysis Center
This document takes a look at the underlying causes of conflict that could possibly lead to abusive behaviors and provides some suggestions on how to avoid or deal with difficult situations.
View ResourceCommunication Tips for Earning a Win
This one-page document is for use with both patients and staff. It stresses that we are all on the same team and provides simple tips for communicating better.
View ResourceFacilitating an ESRD Support Group 101
This document can be provided to patients who are interested in starting a support group. It defines what a support group is, why it is difficult to find a support group, how to start one, as well as providing tips for running support group meetings.
View ResourceNetwork 15 Decreasing Patient Conflict Tip Sheet
This four-page tip sheet provides a comprehensive overview of how to decrease dialysis patient—provider conflict by assessing facility culture and policies to better understand the causes of patient—provider conflict at the facility level.
View ResourceNothing About Me without Me: Including Patients in QAPI and Governing Body Meetings
The Department of Health and Human Services National Quality Strategy’s new focus on better care for the individual through beneficiary- and family-centered care involves working with patients rather than doing to or for patients. Such partnerships are mutually beneficial to the patients and the facility. Involving patients in your facility’s Quality Assurance & Performance Improvement (QAPI) and/or Governing Body meetings can be an effective means of engagement and partnership. This document can help you get started.
View ResourcePatient Councils, Patient and Family Support Groups, and New Patient Adjustment Support Groups
This helpful resource explains why patient groups are so important and provides tips for establishing a group, popular topics for group discussions, and a list for existing renal support groups beyond the Network.
View ResourcePeer Mentoring: A Valuable Resource for New Dialysis Patients
Share this document, created by the Network 15 Patient Advisory Council (PAC), with your patients who have questions about peer mentors; what they are and what they are not. It addresses:
- What essential values a peer mentor must have
- What Makes a peer mentor valuable
- What the responsibilities of a peer mentor are
- What a peer mentor is not
QAPI/Governing Body Meeting Invitation Template
Use this template to invite patients, family members, and/or caretakers to QAPI and governing body meetings. It provides information every invitee needs to be prepared for and get the most out of these important patient engagement opportunities.
View ResourceQuality Assessment & Performance Improvement (QAPI) Patient & Family Meeting Notes
Provide patients who have been selected to attend your QAPI and/or governing body meetings with this helpful tool designed to help them (and you) get the most out of their meeting attendance.
View ResourceRetaliation for Filing Grievances—Does it Exist? Tip Sheet and Team Activity
This tip sheet and team activity about understanding patients' perception of retaliation is an effective tool to use with staff when discussing how to handle patient grievances and compliants.
View ResourceThe Benefit of Getting Your Grievance "In Order"
This one-page tip sheet can help patients to organize their thoughts in order to voice their grievances in a manner that will be well received and responded to. It was developed as part of the Grievance Quality Improvement Activity.
View ResourceTips from the HSAG: ESRD Network 15 PAC: Mindful Patient-Staff Engagement
This patient-developed document provides short, simple suggestions to facility staff on how to best engage and communicate with patients, including:
- Showing respect.
- Being sensitive to patients' feelings and preferences.
- Using two-way communication tactics.
- Being professional.
- Working collaboratively.
- Establishing mutual trust.
Tips to Improve Patient Engagement
These tips can assist your staff in establishing the genuine engagement with patients that is essential in the provision of high quality healthcare and achieving improved healthcare outcomes.
View ResourceVital Signs—Something's Missing
Use this one page document with patients. It helps to create a culture of safety and encourages patients to express how they feel about their treatment experience.
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Patient and Family Engagement
- Addressing Abusive Behaviors in the Dialysis Center
- Communication Tips for Earning a Win
- Facilitating an ESRD Support Group 101
- Network 15 Decreasing Patient Conflict Tip Sheet
- Nothing About Me without Me: Including Patients in QAPI and Governing Body Meetings
- Patient Councils, Patient and Family Support Groups, and New Patient Adjustment Support Groups
- Peer Mentoring: A Valuable Resource for New Dialysis Patients
- QAPI/Governing Body Meeting Invitation Template
- Quality Assessment & Performance Improvement (QAPI) Patient & Family Meeting Notes
- Retaliation for Filing Grievances—Does it Exist? Tip Sheet and Team Activity
- The Benefit of Getting Your Grievance "In Order"
- Tips from the HSAG: ESRD Network 15 PAC: Mindful Patient-Staff Engagement
- Tips to Improve Patient Engagement
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