December 2012
Swank Health: Your monthly news from Swank HealthCare


Swank HealthCare


In This Issue
March 2014

Did You Know?

Understanding Patient Fear and Addressing Empathy

Top List

Top Fears Lists

What's Going On?

HCAHPS Breakthrough Webinar Series
American Organization of Nurse Executives Annual Meeting
The Beryl Institute Patient Experience Conference 2014

Recommended Readings
Now Trending

Patient Safety Awareness Week

Where in the World is Swank HealthCare

Custom Learning System's recent HealthCare Service Excellence Conference in Las Vegas, Nevada


Recommended Courses*
  • National Patient Safety Goals: 2014 #41914
  • Medical Errors: Prevention and Patient Safety #313012
  • National Patient Safety Goals/Universal Protocol #317712

* course numbers may vary by facility


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New Courses

Expired Courses

Listing by Discipline

Did You Know

Understanding Patient Fear and Addressing Empathy: A Conversation with Colleen Sweeney (Part 1 of Our 2-Part Series)


Colleen Sweeney

We recently talked with Colleen Sweeney of Sweeney Healthcare Enterprises about her work of coaching healthcare professionals to be mindful of patient fears and to exercise empathy in their daily interactions. In Part 1 of this conversation, Ms. Sweeney addresses the importance of recognizing and understanding fear from the patient's perspective. In Part 2 (April 2014), she discusses how healthcare professionals can change their behaviors to deliver the best patient care.

Question
You speak to healthcare professionals throughout the country and have dedicated your work to teaching awareness of patient fears, encouraging empathy by healthcare professionals and delivering tools that will help improve care at all levels of a healthcare organization. What is the most important goal you hope to achieve?
Answer
We have been concentrating on program development at Sweeney Healthcare Enterprises, creating experiences for employees related to the patient experience. With Millennials and across generations, experiential learning is so important. I'm very excited about transforming the on-boarding experience to include recognizing patient fears and addressing them. "Recognizing patient fears… exercising empathy" is my tagline, and that's what I hope to do. Our mission is to raise awareness that 96% of all patients have some fear about hospitals, healthcare, or doctors, and we need to address these fears and actually do something about them.
Question
How did you learn so much about patient fear?
Answer
The work we do is based on a 3-part research project I completed called "The Patient Empathy Project":
  1. An artwork Postcard project about what patients fear about healthcare
  2. An interview study of 1000+ persons about their fears about healthcare
  3. An interview study of 500 persons about their fears in medical practices
It is important to understand what patients are feeling in each setting. The top fears in medical practices are different from the top fears in a hospital setting. For example, diagnosis/prognosis falls way down the list of hospital fears but it's number one in medical practice fears. Presumably this is because it is more of an unknown at the doctor's office visit. (For the complete lists, refer to the "Top Fears Lists" in this newsletter.)
Question
Do you think the many changes in healthcare reform and expectations, such as the focus on higher HCAHPS or CG-CAHPS scores, is having a counter-effect of distracting healthcare professionals from patient empathy at the most basic levels?
Answer
I think it's going to be a journey for everyone and we have gone about it probably in the way that clinicians are wired. Most of us are very task oriented so we have thought about domains and silos. We are doing our best by working harder, by working longer, by working faster to address all of those domains. We have come up with committees to deal tactically with noise, communication with nurses, responses to call lights… all of those domains.

I think we're going to come full circle and finally realize that although all of the things the government has deemed important are indeed really important and contribute to the patient experience, the most important thing is that the patient is central in care. I don't think we're there yet. We'll realize after a while that this isn't working and we're exhausting ourselves and not getting the results we think we should. Finally, we'll realize that the patient is at the center of everything and we'll address what's most important for patients. Then those other pieces will fall into place.
Question
How do you think healthcare professionals can change their behavior to be more mindful of the patient's perspective?
Answer
It will take a total mind shift on the part of the healthcare professional. We have always had a mantra of "We deliver patient-centered care," but the reality is that we don't. It's truly been "us-centered care." It's why we do labs at 4 and 5 AM, it's why we discharge patients late in the afternoon. It really hasn't been about the patient, it's been about our processes. I think it will take a total mind shift for us to get inside the head of the patient and realize what is most important to them and what will work for them, then tailor care and our systems around that. I don't believe we're there yet.

Read Part 2 of the conversation in the April issue of HealthENews. For more information in the meantime, visit sweeneyhealthcareenterprises.com.


What's Going On?

HCAHPS Breakthrough Webinar Series

As a Swank HealthCare customer, you can register for our HCAHPS Breakthrough Webinar Series at no cost to you! All webinars are scheduled for Tuesdays at 2 pm CST

Topic

Date

Pain Control

March 11, 2014

Responsiveness of Staff

April 8, 2014

Transition of Care

May 13, 2014

Overall Rating

June 10, 2014

Willingness to Recommend

July 8, 2014

Click here to register
(a value of $500)

Enter sponsor code SWANK


American Organization of Nurse Executives Annual Meeting

March 12-15, 2014
Orlando, FL


The Beryl Institute Patient Experience Conference 2014

April 7-9, 2013
Chicago, IL


No Limitations:
Swank HealthCare provides the ability to upload an unlimited amount of custom content into the LMS.

Top Fears Lists

According to The Patient Empathy Project research completed by Colleen Sweeney of Sweeney Healthcare Enterprises, patient fears vary by setting.

The most common patient fears in a hospital setting are as follows:

  1. Infection
  2. Incompetence
  3. Death
  4. Cost
  5. Mix-ups
  6. Needles
  7. Rude doctors and nurses
  8. Germs
  9. Prognosis
  10. Communication issues
  11. Loneliness

The most common fears for medical practices are as follows:

  1. Diagnosis/prognosis
  2. Wait times
  3. Communication Issues
  4. Cancer
  5. Rude doctors
  6. Scale location
  7. Cost
  8. Germs

Recommended Readings


Now Trending

Patient Safety Awareness Week

Practitioners are encouraged to help patients "Navigate Your Health…Safely" during National Patient Safety Awareness Week celebrated March 2-8. The goal of this week is to highlight education and awareness of healthcare safety, and has been led by the National Patient Safety Foundation since 2002.

The campaign shines the spotlight on communication between patients and practitioners to ensure safety, and raises awareness of the importance of patients and consumers becoming more directly involved and engaged in improving care.

The focus this year is on the issue of diagnostic errors, which the National Patient Safety Foundation defines as "a wrong, delayed, or missed diagnosis." Throughout the month of March, the Foundation is offering a series of webcasts related to diagnostic error. Visit www.npsf.org/psaw for more information on the webcasts and additional National Patient Safety Week information.

With the mission of "Creating a world where patients and those who care for them are free from harm," the National Patient Safety Foundation also focuses on reducing medical errors and decreasing hospital readmission rates.


Where in the World is Swank HealthCare?

HealthCare Service Excellence Conference in Las Vegas, Nevada


Kay Gatti

Account Executive Kay Gatti represented the Swank HealthCare team at Custom Learning System's recent HealthCare Service Excellence Conference in Las Vegas, Nevada. Kay was delighted to interact with many current customers and meet representatives from hospitals throughout the country all focused on improving patient care and reaching the highest levels of performance.

A highlight of the conference for all attendees was the keynote presentation by Colleen Sweeney. Her talk about addressing patient fears had the audience literally out of their seats. The conference was filled with inspiring speakers and solid, practical methods for achieving service excellence.

Kay also enjoyed spending time with members of the Custom Learning System's team, as Swank HealthCare is thrilled to partner with CEO Brian Lee and his staff on our HCAHPS Performance Improvement Series online training program.


Share your story, tell us where your hospital will be this month or
what topics you would like to see in upcoming newsletters.

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What's Coming up?

Skylight Client Conference

Nov. 20-22, 2013
Hotel del Coronado, San Diego, CA

With the national healthcare dialog focusing on patient engagement and the patient experience, Skylight HealthCare System's 7th Annual Client Conference includes best practice demonstrations on how their clients have used the Skylight system to make real improvements in HCAHPS scores, patient satisfaction, clinical outcomes and enhanced operational and service excellence.

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What's Coming up?

HCAHPS Breakthrough Webinar Series

As a Swank HealthCare customer, you can register for our HCAHPS Breakthrough Webinar Series at no cost to you!

All webinars are scheduled for Tuesdays at 2 pm CST

Topic

Date

Communication with Doctors

November 12, 2013

Communication with Nurses

December 10, 2013

Discharge Information

January 14, 2014

Pain Control

March 11, 2014

Responsiveness of Staff

April 8, 2014

Transition of Care

May 13, 2014

Overall Rating

June 10, 2014

Willingness to Recommend

July 8, 2014

Register Now
Enter sponsor code SWANK

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Coming Soon

Safety Storm 2014 is on the way! Our comprehensive Regulatory Training program helps you meet hospital accreditation requirements and CMS compliance, while easily adding your own facility-specific content. Clinical and non-clinical staff will receive engaging information on the topics they must be proficient in, such as:

The training curriculum is updated annually in January to reflect updated regulations. Courses are available in English and Spanish and may be accessed online in video, audio or text so staff may view, listen or read the training depending on their preferred learning style.

Stay tuned for more information about Safety Storm 2014 next month!

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Top 10 List

Top 10 Patient Safety Practices with Low Cost Estimates for Implementation as sited by the AHRQ report, Making Health Care Safer II: An Updated Critical Analysis of the Evidence for Patient Safety Practices.

  1. High-alert drugs: patient safety practices for intravenous anticoagulants
  2. Interventions to improve hand hygiene compliance
  3. Reducing unnecessary urinary catheter use and other strategies to prevent catheter-associated urinary tract infections
  4. Preoperative checklists and anesthesia checklists to prevent a number of operative safety events, such as surgical site infections and wrong site surgeries
  5. Use of beta blockers to prevent perioperative cardiac events
  6. Strategies to increase appropriate prophylaxis for venous thromboembolism
  7. Ensuring documentation of patient preferences for life-sustaining treatment such as advanced directives
  8. Promoting engagement by patients and families to reduce adverse events (such as patients encouraging providers to wash their hands)
  9. Obtaining informed consent from patients to improve patient understanding potential risks of medical procedures
  10. Interventions to prevent tubing misconnections

Source: Making Health Care Safer II: An Updated Critical Analysis of the Evidence for Patient Safety Practices. March 2013. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/research/findings/evidence-based-reports/ptsafetysum.html

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Where in the World is
Swank HealthCare?

Relationship-Based Care Symposium
Huron, Ohio

Swank HealthCare attended the Relationship-Based Care Symposium September 9-13 in Huron, Ohio. This international conference focused on "Showcasing Bold and Courageous Leadership in Health Care: Making the Quality, Safety, and Business Case for Compassion." During the conference, Swank HealthCare was honored to contribute to the Speaker's Panel on "Technology and Human Connection: Best Practices for Integration of High Tech and High Touch," featuring new and innovative approaches in using technology that strengthen communication, connection and partnership with patient and family.

Attendees were encouraged to become part of the discussion around technology development and were provided strategies for working with IT partners and senior management. On a clinical practice level, training and education was encouraged to establish best practices ensuring patient and family comfort with healthcare technology.

Swank HealthCare Marketing Manager Lynelle Korte joined Deb Brisch-Cramer, Patient Experience Improvement Coach with TruthPoint, and James Dias, Founder and Chief Executive Officer of wellbe.me, as the speakers for the question-and-answer session moderated by Margo Karsten, President and Consultant for Creative Health Care Management.

Swank HealthCare also sponsored a book-signing immediately following Keynote Speaker Brené Brown's inspirational talk on vulnerability. Dr. Brown is a research professor at the University of Houston-Graduate College of Social Work and has spent the past decade studying vulnerability, courage, worthiness and shame. Her 2010 TEDxHouston talk on the power of vulnerability is one of TED's most watched talks. Dr. Brown has appeared on Oprah, Katie, The Today Show, and other major media outlets.

Dr. Brown encouraged attendees to explore their feelings of vulnerability, explaining that although it is at the core of difficult emotions, it also is the birthplace of creativity and innovation, authenticity, adaptability to change and accountability. All of these behaviors can lead to improved performance in healthcare delivery and ultimately a better patient experience.

The Swank HealthCare team was delighted to provide conference attendees with one-on-one access to Dr. Brown and to encourage further engagement with her and her most recent book, Daring Greatly: How the Courage to be Vulnerable Transforms the Way We Live, Love, and Lead.

For more information on the Relationship-Based Care Symposium and the Technology Panel specifically, please visit www.chcm.com. To learn more about Dr. Brown, go to www.brenebrown.com/books/. To consider Swank HealthCare courses that promote professional development or for more information on how the HCAHPS Performance Improvement Series can help educate staff on patient experience management, please contact your Account Manager at 1-800-950-4248.

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