Resident Rights Concerns/Grievances Customer Satisfaction Quality Initiative Transitions in Care

Transcription

1 Resident Rights Concerns/Grievances Customer Satisfaction Quality Initiative Transitions in Care Presented by Debra Welk, BSN, RN-BC Yoga Teacher RYT 200 Independent Contractor

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3 Include with Admission Paperwork Obtain signature and date from resident, POA, or family Give them a copy of the signed form and place the original in the residents medical record

4 Review a residents right in each monthly Resident Council Meeting You may want to ask a couple of questions from the HHSS survey list of questions. You may delegate the review of the rights to another employee.

5 All staff must receive residents rights training during orientation, and sign that they have received the training Annually resident rights must be reviewed in an in-service for all staff, they must again sign that they received the training Use also when counseling a staff member concerning an incident that may impact the residents rights.

6 You should interview residents on a regular basis to assure they understand their rights and to assure that they do not have any concerns about their rights being violated. You may want to develop an audit tool for your staff to use to document results of the interviews.

7 Complaint/Concern or grievance: You must establish and implement a process for addressing concerns/grievances received from residents, families, or employees. When you receive a concern or grievance it is best practice to be sure it is in writing for consistent follow up.

8 All staff are trained in orientation how to report concerns/grievances. Residents and Families are given the written policy during time of admission Concern/grievance forms should be readily available to your customers

9 Document all concerns/grievances on the appropriate form. Use quotes if documenting information you received verbally. Use same form for concerns voiced during a resident monthly meeting. All concerns must have appropriate follow-up, with actions taken.

10 Interview staff members, residents, or family members or other witnesses to the event/concern. Have staff put their comments in writing on a witness statement. The event may require a resident family care conference or staff member discipline.

11 Determine the nature of the concern or grievance, and take appropriate action. If the concern/grievance reaches the level of potential abuse/neglect it must be reported. All concerns or grievances must be placed in appropriate file, and kept for future reference.

12 The telephone number and address of the State Health Department must be readily available to residents, families, or employees and others who wish to lodge complaint or grievance.

13 Retirement Communities are seeing rapid change. Our customers are more open in expressing their expectations. The options for retirement communities have greatly expanded. Our customers want individualized services, a high quality living environment and prompt response to their wants.

14 The elderly want to live where they feel needed, fulfilled, and involved. If we do not respond to the demands for affordable quality, we will lose our customers to those who do. We must be unceasing in our commitment to exceed each customer s expectation.

15 Listening to all of your customers, addressing concerns as they are identified. Resident Council, Family Council, and Staff Meetings are great opportunities to gather concerns. Management Meetings are another avenue to listen to what is happening in your community.

16 You must have a process to measure customer satisfaction Who are your customers? Residents Families Employees Others doctors, discharge planners

17 After receiving the data from survey, share with the customer. You may want to have focus groups to drill down to understand results. Write action plans for areas in which you need to improve.

18 AHCA/NCAL Quality Initiative NCAL focused on four core areas Achieve goals by 2021

19 Staff Stability Keep Reduce turnover among direct care staff to a rate of 50% or less Customer Satisfaction Residents and/or family members are satisfied with their experience 90% or more

20 Hospital Readmissions Safely reduce hospital readmissions within 30 days of hospital discharges to a rate of 20% or less Antipsychotics Safely reduce the off-label use of antipsychotics to a rate of 15%

21 Level 1: Bronze Award Commitment to Quality Level 2: Silver Award Achievement in Quality Level 3: Gold Award Excellence in Quality

22 Provide a systematic process to monitor and continuously improve care and services to achieve goals of residents and staff.

23 Performance Planning Process Vision focus, goals and objectives Financial Plan Satisfaction Survey Competitive Data

24 You have to measure outcomes If not you are making assumptions Measure the process not the people Measure to improve not to criticize Measure the key quality indications of the process Ask WHY not WHO

25 What is important to you: Assisted Living Regulations Community Expectations or standards Customer Expectations Items identified through satisfaction surveys, complaints or concerns

26 Develop a checklist of items you want to measure. Determine how often you want to measure the items Determine how you are going to measure the results to see if there is improvement.

27 Ask the following questions: Do you have a process Is the process being followed Does the staff need additional training Does the staff need additional resources

28 One method you can use is FOCUS-PDSA It is cyclic in nature Steps guide team on what to do next Scientific method used for action oriented learning

29 F- Find a Process to Improve O- Organize a Team C - Clarify Current Knowledge U - Understand causes of process variation S - Select the process to improve

30 P Plan D- Do S- Study A - Act

31 Ask your key customers what could be improved Do audits or reviews show areas for improvement Look at processes not producing desired results

32 Choose members closest to the process Multidisciplinary Do Just in time training if there are tools you are planning to use with which the team members are not familiar. (brainstorming, rank ordering, flow chart)

33 Flow Chart the current process (step by step picture of the process) Identify quick and easy improvements Identify key customers and what is important to them

34 Where does it go wrong/why does it go wrong Are there unnecessary steps, or missing steps What is the key driver for customer satisfaction

35 Evaluate ideas for improving the process for potential effectiveness and feasibility Select the improvement

36 Plan how the change will be implemented Plan for continued data collection Set target dates

37 Communicate, educate, and train the staff on new process Implement the change May want to try solution on small scale first

38 Measure the impact of the change Did change led to desired outcome Did change introduce a new problem Uncover resistance to change

39 Develop strategy for maintaining the improvements (Hold the Gain) Celebrate Success Create Storyboard to show how process was improved

40 Quality Improvement occurs by constantly reviewing processes and implementing changes to improve customer satisfaction. The goal is to create an environment where both employees and residents want to be.

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42 The D s in Assisted Living Danger Dementia Dignity Dollars Decline Discharge Don t Make Promises

43 Coordinating care through Health Systems Developing collaborative partnerships Recognizing the key pillars of transitions

44 Preventing re-admissions to acute care within 30 days of discharge Financial impact Quality is the new currency

45 If you have questions, please let me know Debra Welk, BSN, RN-BC Independent Contractor