CNA Baseline Patient Experience, including age related/cultural/religious considerations

  CNA Baseline Patient Experience, including age related/cultural/religious considerations

    Additional Ratings

Description

Builds patient trust and confidence through effective communication and visible demonstration of staff teamwork Interacts with patient in a manner that is appropriate for developmental or chronological age to provide safe and effective care and communication Identifies cultural and religious needs of patient for individualized care
Behavioral Criteria

       

    General Considerations for Patient Centered Care:
        Receives report from off-going staff; ensures all members of patient team have received report, using ISBAR and bedside handoff
        Reviews and updates goals with patient using communication board in room.
        Maximizes perception of time spent with patients by speaking slowly with courtesy and respect, using eye contact, and giving patients time to ask questions or voice concerns
        Uses plain language; presents information in an appropriate and clear manner with an understanding of age-specific guidelines, cultural considerations, and culturally appropriate language; asks specifically about preferences and needs
        Displays respect and understanding for patient’s values and practices; makes effort to learn about patient needs and preferences, especially concerning healthcare treatment and ways of communicating/interacting
        Listens attentively; responds appropriately to patient/family requests, questions, and concerns; shows compassion and empathy
        Explains all tasks to be performed with/on patient so that patient understands what is happening and why and what is expected of him/her.
        Asks patient to describe using own words what has been taught about his/her health and care, i.e. activities, diet, medication and side effects, restrictions, etc.
        Engages and includes family members; recognizes their importance in patient’s care
        Stop to check on patient and respond to requests when a call bell is lit; participates in Purposeful Rounding schedule with healthcare team to anticipate patient needs.

    General Considerations for Age-Specific Care:

    Note: Chronological age may not reflect developmental age, especially in special needs patient population. Plan of care should be tailored to reflect specific needs of each patient.
        Recognizes vital signs, labs that are out of normal range for age of the patient. Responds as required
        Chooses equipment and supplies appropriate to patient’s age/size.

    General Considerations for Cultural and Religious Practices:
        Asks patient about any cultural or religious beliefs or practices that will affect the patient’s hospital stay, including practices the patient would like to continue, and communicates information to healthcare team
        Contacts spiritual advisors, as indicated by patient
        Asks patient about food preferences
        Asks patient about preferred language, whom to include in conversations and teaching and communication practices that should be avoided (eye contact, touching)
        Utilizes hospital's interpreting services whenever needed
        Asks open ended-questions, allowing ample time to answer
        Assures patient of healthcare team’s desire to understand patient’s needs and concerns
        Identifies resources to seek information about patient behavior related to their culture or religion
        Documentation reflects considerations and individualized interventions.

 

Evidence of Achievement

    Direct observation of competency in all areas through patient care or simulation / case study; documentation in electronic health record accurate and complete

References

References:

    Borenstein, K. MSN, RN, CCRN (Oct 2011). Bedside Report: A change project could result in improved patient and nurse satisfaction.” Advance for Nurses, Vol. 8, Issue 9, 24.
    Copeland, L., Desmond, J. (2000). Communicating with Today’s Patient: Essentials to Save Time, Decrease Risk, and Increase Patient Compliance. New Jersey: Jossey-Bass
    Shelton, Patrick J. (2000). Measuring and Improving Patient Satisfaction. New York: Aspen Publishing
    N.A. (2005). Improving Patient Safety through Informed Consent for Patients with Limited Health Literacy. National Quality Forum. Retrieved from: http://www.ethics.va.gov/ETHICS/docs/infocus/InFocus_20060401_Teach_Back.pdf
    N.A. (Nov/Dec 2005). Case Study: Improving Medication Compliance – One hospital targets patient education, medication compliance, and medication reconciliation. The Joint Commission Benchmark, Vol. 7, No. 6, 4-10.