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Patient Experience of Care (PEOC)

Patient with Doctor Hispanic Senior Couple

January 2020 Webinar

Dialysis Center Support Groups and Patient Family EngagementView Recording

Presenter: Susan Cooper, LCSW

Biography: Ms. Cooper is a clinical social worker at Home Dialysis of Santa Fe in Santa Fe, New Mexico.

Presentation Objectives:

The speaker:

  • Discussed ways to start a support group.
    Identified how to keep the support group engaged.
  • Listed two exercises that increase empathy and awareness.

One Continuing Education Credit Opportunity:

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PEOC QIA LAN Webinars 2019

Locate and download PowerPoint slide decks and recorded webinars from all of the 2019 PEOC QIA LAN meetings below:

PEOC QIA LAN Identified Best Practices 2019

The following best practices were identified from the PEOC LAN events during 2019:

  • Use of a 5-step standardized anonymous grievance process which includes restating the grievance, then investigating, intervening, communicating and reviewing in QAPI meetings.
  • Make, and have available, grievance packets at each nursing station, the front desk, and the desk of each administrator.
  • Find different ways to provide outreach to patients about the grievance process. e.g., present at a support group.
  • Use a suggestion box, patient comment hotlines, regular Interdisciplinary Team (IDT) check-ins, and the Grievance Toolkit.  
  • Host Facility Spirit Days that incorporate education on different topics. e.g., a luau, masquerade ball, crazy socks, super heroes, or golfing.
  • Ask each patient at every treatment if they have any preferences or concerns for that day.
  • Recruit and engage a Network Patient Representative (NPR) to work with patients and staff to implement educational and social activities at the facility. 
  • Assess patients for interest in performing self-care in-center hemodialysis.
  • Discuss the Empowered Program or other self-care model with the facility manager and medical director.

PEOC QIA LAN Webinars 2018

PEOC QIA LAN Identified Best Practices for 2018

As best practices are identified by the Network, they and any associated resources will be found here:

Identified during the October 24, 2018 PEOC LAN event:

  • Supporting Net Forward Energy by:
    • Staying fully present in the moment when working with a patient.
    • Incorporating one positive action in each encounter with a patient.
    • Using active listening.
    • Being proactive and anticipating the needs of others.

Identified during the August 22, 2018 PEOC LAN event:

  • Engaging dialysis patients that face psychological challenges by:
    • Identifying and addressing the WHY of a patient’s behavior.
    • Using validation and rational encouragement with patients.
    • Partnering a struggling patient up with someone similar for support.
    • Connecting patients with psychotherapy.

Identified during the June 27, 2018 PEOC LAN event:

  • Use the four key principles of relationship-centered care:
    • Relationships in health care should include the personhood of the participants.
    • Affect and emotion are important components of healthcare relationships.
    • All healthcare relationships occur in the context of reciprocal influence.
    • The formation and maintenance of genuine relationships in healthcare is morally valuable.

Identified during the May 2, 2018 PEOC LAN event:

  • Use relationship-centered communication tactics, such as acknowledging each participant’s personhood.
    • Be aware of the reciprocal influence between parties to improve relationships between clinicians, patients, and the community.
  • Incorporate the Grievance Toolkit into facility and provider practice when educating patients and addressing grievances.