Communicating hospitals

Question # 1

How can you help people get to where they need to go?

https://www.medinside.ch/de/post/der-roboter-ersetzt-die-empfangsdamehttps://youtu.be/osD6O4LAcpo

What about letting a robot help people get to where they need to go.

htt

p:/

/ww

w.f

astc

od

esig

n.c

om

/16

64

79

7/s

ix-w

ays-

to-i

mp

rove

-do

cto

rs-w

aiti

ng-

roo

ms

Question # 2

How can we help each other monitor our health?

At Morristown Medical Centerin New Jersey, USA there is a

physical education store at the hospital’s lobby where patients, family members, and medical professionals can learn about health apps and wearable devices.

http://mobihealthnews.com/39749/new-jersey-hospital-sets-up-an-on-site-digital-health-store/

http://my.clevelandclinic.org/

With fitbit you can, for example, be informed about how many steps you walk.

http://www.fitbit.com/

https://play.google.com/store/apps/details?id=si.modula.android.instantheartrate

Heart rate app

http://www.withings.com/eu/de/products/blood-pressure-monitor

Blood pressure monitor

Question # 3

How often do you tell a patient why you are there?

Every time you interact with a patient, tell her or him1. who you are, 2. what you’re there to do, and3. why you are there.

http://www.garyhamel.com/blog/heart-innovation

QuestionHow will we know if we’re succeeding?

AnswerYou’ll see it in a patient’s smile, you’ll hear it in their voice, you’ll sense it when they take your hand - and ultimately, you’ll feel it in your own heart.

http://www.garyhamel.com/blog/heart-innovation

Question # 4

How can doctors communicate at the level of patients?

Question # 1As an alternative to using a white coat, what if doctors wore a blue

polo shirt?

Question # 2As an alternative to using professional expressions that are difficult for

people to understand, what if doctors used easily understandable words when communicating with patients?

Question # 3

Instead of standing at the bed of a patient, what if doctors sit down beside the patient when communicating with the patient?

Question # 5

How can you planwith the patient?

Before an operation, what do we speak with the patient about? Until the operation starts, what will happen at what time? During the operation, what will happen at what time? After the operation, what will happen at what time?

http://www.dr.dk/nyheder/indland/tidligere-topchef-hjaelper-sygehusvaesenet#!/

After an operation, what do we speak with the patient about? What do our results of the operation show? How did you experience what happened before, during,

and after the operation?

http://www.dr.dk/nyheder/indland/tidligere-topchef-hjaelper-sygehusvaesenet#!/

Before the patient leaves the hospital, what do we speak with the patient and her / his family about? What does the patient do, when she / he arrives at home? What does the patient do, when she / he has a question?

http://www.dr.dk/nyheder/indland/tidligere-topchef-hjaelper-sygehusvaesenet#!/

Question # 6

To what extent do youuse languages of patients?

Question to a patient:In which language do you prefer to discuss your health care?

http://www.healthcarechaplaincy.org/userimages/doc/A_Roadmap_for_Hospitals.pdf, p. 10. http://www.dr.dk/nyheder/indland/tidligere-topchef-hjaelper-sygehusvaesenet#!/

http://translate.google.com/

Use translation technology

Question # 7

How often do youinvolve patients at nurse shifts?

http://www.healthleadersmedia.com/page-1/NRS-298879/Why-You-Should-Involve-Patients-in-Nursing-Handoffs

After a 2011 pilot program, nurses on every medical and surgical unit at St.

Michael's Hospital perform handover at their patient's bedside.

http://www.healthleadersmedia.com/page-1/NRS-298879/Why-You-Should-Involve-Patients-in-Nursing-Handoffs

Study shows that patients have a better understanding of and engagement in their care when handoffs are performed at bedside.

Bedside nurse handover is beneficial to both clinicians

and patients as they improve and strengthen communication between both parties, reduce

errors – for example medication - and strengthen the concept of patient-centered care.

Question # 8

How often do you proactively go to patients?

The nursing team came up with the idea of checking on

patients every two hours without waiting for a call button, to see if they need help walking to the

bathroom or moving about their rooms.

10% of fatal falls by the elderly in the U.S. occur in hospitals. This one change at Providence reduced falls by 25%, according to chief nursing officer Kim Williams.

http://www.businessweek.com/magazine/content/10_03/b4163040943750.htm

Question # 9

How often do you proactively call patients?

Patients with dementia discharged from the William S. Middleton Memorial Veterans Hospital received weekly phone calls from a nurse for 4 weeks or until the patient transitioned to a primary care provider.

This simple initiative reduced readmissions and cut USD 1,225 in costs per patient.

http://www.fiercehealthcare.com/story/telephone-calls-nurses-reduce-readmissions/2012-12-11

https://www.whatsapp.com/

Question # 10

How do you communicate when you make a mistake?

When you find out that you made a wrong decision about something, tell people why you made the decision, and why it turned out to be wrong.

Then fix it as quickly as possible.

https://hbr.org/2015/12/how-we-transformed-emergency-care-at-our-hospital

Question # 11How do you care for and involve friends and family of patients?

At the Narayana health hospital in Mysore, India, family members, who want to help out,

are trained how to care for patients during the 3 days following heart surgery.

Govindarajan, Vijay & Ramamurti, Ravi: Delivering world class health care, affordably.https://archive.harvardbusiness.org/cla/web/pl/product.seam?c=29200&i=29202&cs=60d8e9de1ed0fce80500e63dce3417d6

After a medical work-up, a husband was told that his wife was dying of cancer and probably won’t leave the hospital alive. The news struck like a thunderbolt, and he simply lost it. Having been called to the scene, the security guards were ready to phone the police when an associate nurse comes around the corner.

Seeing the distraught husband lashing out at everyone around him, a nurse

walked up to him and calmly asked, “Can I hug you?” When the man

nodded yes, she wrapped her arms around him and for the next 20 she held him as he wept into her uniform. Finally calm, he returned to support his wife and the nurse went on with her duties.

http://www.garyhamel.com/blog/heart-innovation

Question # 12

How do you involve young people who want to help?

At several hospitals in India, paramedic workers

with 2 years of training after high school help out do various medical jobs.

http://www.washingtonpost.com/opinions/indian-hospitals-could-show-us-hospitals-how-to-save-money-without-cutting-quality/2013/11/01/d02c8e58-3c28-11e3-b7ba-503fb5822c3e_story.html

Question # 13

How do you involve people who work for other hospitals?

Study shows that top hospitals tend to

have a lot of collaboration with other hospitals.

http://www.healthcareitnews.com/news/top-100-hospitals-named-thomson-reuters

Question # 14

How often do you use checklists?

Survey shows that teams using checklists were

74% less likely to miss key life-saving steps in care during emergency situations

than those working from memory alone.

http://www.hsph.harvard.edu/news/press-releases/checklists-in-operating-rooms-improve-performance-during-crises/

Question # 15

How often do youpublish results of treatments

on the Internet?

http://jyllands-posten.dk/indland/ECE6394460/hospitaler-offentliggoer-behandlingsresultater/http://www.rigshospitalet.dk/topmenu/Om+hospitalet/Kvalitet/Kvalitetsdeklaration/

Hospitals publish results of treatments on the Internet.

Question # 16

How often do hospital teams copy ideas from each other?

The team, who copies an idea from another team and uses it to create more value, gets a prize.

Team competition # 1

Adapted fromhttps://hbr.org/2012/12/a-simpler-way-to-get-employees-to-share.html

The team, that gets an idea copied by another team, also gets a prize.

Team competition # 2

Adapted fromhttps://hbr.org/2012/12/a-simpler-way-to-get-employees-to-share.html

Question # 17

Leaders, how often do you walk around in the hospital?

By regularly seeing and hearing with their own eyes and ears what’s happening on the front lines of patient care, leaders - including leaders in, for example, finance, cooking, and cleaning - can better understand patient needs and help identify problems and opportunities for improvement.

http://blogs.hbr.org/2013/09/understanding-the-drivers-of-the-patient-experience/

Question # 18

How often do you use social media?

Sourceshttps://blogger.com/https://www.facebook.com/https://www.linkedin.com/https://twitter.com/https://wordpress.com/

Question # 19

What will the next video you post on the Internet be about?

Examples

http://www.youtube.com/user/ClevelandClinic/videoshttp://www.youtube.com/user/mayoclinic/videoshttp://www.youtube.com/user/TeamMedicine/videos

Question # 20

To what extent do you invite artists to create

art in hospitals?

htt

p:/

/ww

w.c

astt

oo

.co

m/C

astt

oo.c

om

/De

sig

n_C

ata

gories/E

ntr

ies/2

00

7/1

0/1

4_S

pace.h

tml

Happy healing!

Heart surgery patients, who looked at a large nature photograph showing water and trees, were less anxious and needed fewer doses of strong pain medicine than patients who looked at a darker forest photograph, abstract art or no pictures at all.

http://www.scientificamerican.com/article.cfm?id=nature-that-nurtures

Question # 21

How do youuse music to heal patients?

A review of 23 studies covering almost 1,500 patients found that listening to music reduced heart rate, blood pressure and anxiety in heart disease patients.

http://www.spring.org.uk/2013/09/10-magical-effects-music-has-on-the-mind.php