The Kansas City Network has added two new one-page healthcare communication tools to their Heartland Huddle: Huddle Up to Improve Communication series. The new entries are on Relationship-Centered Care, which focuses on the patient, but emphasizes the importance of mutual relationships between the care team, the patient, their family, the dialysis organization, and the community. Earlier tools in the series include Active Listening, Body Language, Emotional Awareness, Respect, Shared Decision Making, and Coaching. Find the entire series at http://heartlandkidney.org/providers/quality-improvement/qi-resources/heartland-huddle/.
The National Forum of ESRD Networks will present a May 2, 2018 webinar for dialysis facility staff on The Grievance Toolkit: Fostering Communication and Improving Quality. Continuing education credit will be available for nurses, technicians, and social workers. Find more information and register at https://register.gotowebinar.com/register/417211176479162113. Find copies of the Toolkit in English and Spanish at http://esrdnetworks.org/resources/toolkits/patient-toolkits/dialysis-patient-grievance-toolkit-1.
The National Forum of ESRD Networks will present a May 2, 2018 webinar on The Grievance Toolkit: Fostering Communication & Improving Quality. The Toolkit was developed BY patients FOR patients! While it was written to guide patients through the grievance process it has proven to be a useful tool for both patients and providers to help improve communication. This webinar will provide strategies to improve collaboration between patients and the care team, including tips for communicating with dialysis patients, and for addressing patients fears associated with presenting a grievance. Contact hours will be available for nurses, PCTs, and social workers. Find more information and register at http://esrdnetworks.org/education/quality-conference/quality-conference-webinar-2018. Download the Grievance Toolkit and a poster summarizing its contents at http://esrdnetworks.org/resources/toolkits/patient-toolkits.
IHI will present a March 8, 2018 “WIHI” on Mindfulness and Patient Safety. When we’re “mindful” we’re paying attention to what’s happening in the Present Moment instead of reviewing the past or planning the future. Mindfulness is also a powerful stress reduction and self-care technique. Find more information, sample exercises, and relevant links, and register, at http://www.ihi.org/education/AudioVideo/WIHI/mindfulness-and-patient-safety/Pages/default.aspx. Find ten introductory exercises at http://www.ihi.org/communities/blogs/10-mindfulness-exercises-for-the-health-care-workplace.
The Greater Puget Sound Chapter #503 of ANNA will present their 2018 Renal Update February 1-2, 2018 in Lynnwood WA. Topics include incivility, surveys, iatrogenic death, teach-back, calciphylaxis, difficult conversations, passion and compassion, AKI, organ donation, ultrafiltration, lupus, hyponatremia, hyperoxaluria, and the future of dialysis. Registration is online only, and closes on January 29, 2018. Discounts are available until 11:30 pm PST January 10, 2018. For more information see https://s3-us-west-2.amazonaws.com/nwrn.org/files/N/ANNA/RenalUpdate2018.pdf.
To bring our Complaints and Grievances processes in line with the new Network contract, we’ve modified our web pages on the topic.
- Find Network 16’s revised Complaints page for patients at https://nwrn.org/patients-a-family/voice.html , which outlines our process, and provides links to the Network’s Grievance Poster and Brochure, and the Forum of ESRD Network’s Grievance Toolkit. Our new page for Network 16 social workers is at https://www.nwrn.org/providers-and-professional-staff/ptcenter/sw/grievances.html . Please address questions or concerns to Network 16 Patient Services Director Lisa Hall at firstname.lastname@example.org or 206-923-0714.
- Find Network 18’s information for patients and care partners at http://www.esrdnetwork18.org/patients/grievances/, and for providers at http://www.esrdnetwork18.org/providers/patient-services/. Please address questions or concerns to Network 18 Patient Services Director Eileen Rhodes, 888-268-1539 or ERhodes@nw18.esrd.net/.
Providers: Make sure you have the HealthInsight Grievance Poster posted in your lobby or another area that is accessible to patients and guests. There are links to the posters and brochures on the web pages listed above. Feel free to print out some brochures and pass them out to patients or have them available in your lobby. Ensure that all patients understand how to file a grievance with you, with the Network or with the State. Please keep in mind that no patient should ever suffer any retaliation for filing a grievance. The Network is here to assist you and your patients in resolving any concerns that may arise in a collaborative and positive manner.
We’ve published a Patient Bulletin on Dialysis Scheduling, listing typical scheduling difficulty scenarios, and tips for patients and staff on making the process easier. Find it with our other Patient Bulletins at https://www.nwrn.org/patients-a-family/ptedres/mon.html .