series 9 - private space

8/14/2019 Series 9 - Private Space

1/14

1

Roll Calls

Series 8

Follow Through & HandoverJust Do It


2/14

Follow Through and Handover


3/14

S2 Notes


4/14

Just Do It

Translate Every customer is my customer into

Work Behaviors/Actions

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5/14

S3 Notes

TTSH service standards: Follow through and Handover

Suggested Answers - Examples: Extend assistance to your colleagues patients when they are pre-occupied with other tasks. Step in to help a colleague when you noticed patients refusing to cooperate with your colleagues. Take initiative to approach your colleague who seemed overwhelmed by the patients family who throws many

questions at your colleague at the same time Volunteer to help a colleague translate for a visitor/patient Inform your nursing officer to help mediate the situation when there is a heated conversation between patient and

your colleague


6/14

Where did we fail?Learning from case studies (A)

Mr. Lee expressed his unhappiness to staff that he and his mother had to

wait for more than 2 hours for the doctor to review her left eye, even

though the appointment time stated was 3pm.

By the time the consultation and payment were done, the pharmacy was

closed. Mr Lee and his mother had to proceed to the pharmacy at A&E

centre.

Mr. Lee dropped the medical chit into the appropriate box. But after

waiting for more than 40 minutes, he noticed those patients who came

after them had collected their medication while they were still waiting.

Hence he approached the staff at the counter but before he could finish

what he wanted to say, he was given a reply by the staff who frowned and

said, NORMAL WAITING TIME IS 40 MINUTES and walked away.

Mr. Lee was upset by the staffs response and continued to wait for

another 10minutes before he decided to ask another staff again. After

some time, the staff had to inform him that he was unable to locate the

chit. The staff was also unable to trace the patients medical record fromthe computer system. The staff then requested for Mr. Lees particulars

and promised to make arrangement to deliver the medicine to his house.

Two days later, Mr. Lee managed to get through the line after several

tries, to enquire on the delivery of his mums medicine. He got an answer

from a staff saying, We do not provide such house delivery. By then, Mr.

Lee was too tired to argue and made his 2nd trip to TTSH to collect his

mothers medication.

a) What went

wrong?

b) What

improvementscould be

made at each

stage?

c) What wouldyou have

done

differently?


7/14

Where did we fail?Learning from case studies (B)

While Lenas mother was at the emergency room observation

area, she was told to wait outside. After more than an hour,

Lena went in to check on her mother, but she was nowhere to

be seen. When Lena approached the staff, she was told to find

her mother by herself and suggested her mother might be in

room 25 or in the toilet. After asking 4 different staff, Lena finallyhad to go out to the 'triage area' and the nurse there finally

found her mum with a doctor in a cubicle. Lena was very worried

as her mum had a stroke and she feared her mum might have

gone to the toilet and fell in there without anyones notice. At

3.20am, Lena had completed the admission procedure for her

mother. But by 4.45am, her mother wasn't assigned with a room

yet. Again she had to ask around and finally at the admission

counter, she was told that a bed had already been assigned 15minutes ago. When Lena approached the nurse, she was told

that she had to wait till her mothers blood test results to be

ready before she could go to her bed.

a) What went

wrong?

b) What

improvementscould be

made at each

stage?

c) What would

you have

done

differently?


8/14

After a 20 mins wait at the X-ray

department after cast removal, patient

approached the counter and was

informed by staff that the X-ray had not

been ordered by doctor. Staff said she

had called the doctor but there was noresponse. Patient requested staff to

walk over to consultation room 4 for

enquiry so that patient would not have

to wait for a "phone call" confirmation.

Staff replied she could not pop over.

Eventually, patients went over to RM 4

and enquire personally. To his

surprises, there was no patient in the

room and X-ray was done immediately

for him.

a) What went

wrong?

b) What

improvements

could be

made at each

stage?

c) What would

you havedone

differently?

Where did we fail?Learning from case studies (C)


9/14

S4 Notes

Read the scenario/s in the previous slides.

Address the 3 questions posed. The case study is organised into paragraphs to help you focus. Have staff

discuss the case generally and point our areas of lack.

Answers may include:

a)Staff could have been more helpful and assisted patients or NOK directly.

b)Whenever being approached by a patient or NOK, always listen and not assume that we know whet they are

asking for. We should take more interest in patient or NOKs queries.

c)When a patient or NOK claims that certain arrangements have been made, or made certain suggestions, always

check before alluding to the fact that patient/NOK is wrong.

d)On a long term basis, think about how to improve the process to minimise such hassles.


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10

Roll Calls

Series 9

Respect Privacy & ConfidentialityPrivate Space


11/14

Respect Confidentiality & Privacy

1. My patient can trust me. I am proactive I am positive I show courtesy, kindness & respect I do not assume I apologise when I am wrong

2. I keep promises; promises made by the hospital and

promises made personally.


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S2 Notes

TTSH service standards: Respect Privacy & Confidentiality

To help build trust by colleagues and patients, we can focus on 5 behaviors:

a) Proactivity when I do not blame the environment but takes initiative and responsibility for whats happening,

I always work within my circle of influence

b) Positivity I do not bad mouth the organization, my colleagues and my patients. I try and see the positive

side of things.

c) Courtesy, kindness & respect in this way, I make every colleague and patient feel important, that I value

them.

d) Not assumptive I will make effort to understand and clarify, rather then assume I knowe) Apologise when wrong I recognise that I am human and can make mistake and when I do so, I will humble

myself to apologise and learn from my mistake.

Building trust can come about only when we are trustworthy. In healthcare, its important to be trustworthy because

the patient is vulnerable. Our respect for their privacy and confidentiality ensures a trusting relationship

between the 2 parties.

In terms of work standards, it is essential to keep promises; promises made by the hospital and promisesmade personally to patients.


13/14

I am a patient in TTSH..

a) I screamed ingreat pain whennurse accidentally hitmy operated thigharea while changing

my clothes but shewalked away withoutapology

b) The staff whoremoved my pants &underwear left me

exposed withoutcoverage whilewaiting for the doctorto be ready at theclinic

c) While the staffhelped me exercise myarms, he shared withme, he had justattended to a well

known local artist wholooks bright on TV, butthe actual person tohim, seemed to havevery low IQ.

d) Staff spoke loudly to me atthe counter teaching me todifferentiate the medicationsprescribed for my HIV , highblood pressure & diabetesillnesses


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S3 Notes

Read each case and visualize yoourself as the patient of TTSH

Ask yourself;

1. How do you feel?

2. What are your impression on TTSH?

3. What would you do or react to that situation?

Suggested answers

Case a)1. Hurt, not respected, staff lack empathy, staff not owning up to mistake

2. Unprofessional healthcare institution

3. I might launch a complaint and made known to public which may affect TTSH reputation

Case b)

1. Embarrassed, no sense of privacy


3. I may not return to TTSH for future treatment if needed

Case c)1. Staff is unprofessional


3. I may share with friends that TTSH staff are unprofessionalCase d)

1. Embarrassed, no sense of privacy, not respected


3. I may seek treatment in other institution

series 9 - private space

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