Introduction to Hospital Models and Patient Experience Flashcards
Transition from Color Codes to Plain Language Emergency Communications
The hospital facility is moving away from traditional color-coded emergency alerts to a plain language coding system to improve clarity and safety for staff, patients, and visitors.
In the past, codes like Code Red, Code Blue, and Code Pink were used, which often led to confusion or a lack of understanding among those not trained in the specific color meanings.
Specific Example: Instead of announcing "Code Yellow," the hospital will use plain language such as "Security Alert: Suspicious Item" or "Bomb Threat in Glenwood Garage." This ensures that everyone in the building immediately knows the nature of the emergency and the specific location mentioned (e.g., Glenwood garage).
While staff are still acclimating to the new system, it is important to understand both the old and new terminology to avoid confusion during the transition period.
The goal of this change is to eliminate the "what the…" reaction staff often have when hearing obscure codes and to ensure transparency during dangerous situations.
The GREAT Communication Standard
"GREAT" is a service and communication standard utilized by Eagle Ford to ensure effective communication with every patient, every day, at every opportunity.
Effective communication is critical because patients and families often arrive feeling anxious, nervous, and vulnerable. Clear communication helps manage these fears, reduces anxiety, and lessens the sense of vulnerability.
The acronym components are as follows:
Greet: Introduce yourself and greet the patient warmly. Example: "Hi, my name is Perry. How are you today?"
R: (Though the speaker acknowledges they don't have the post memorized yet, the flow focuses on the following actions).
Explain: Clearly explain the procedure or exam. Be specific about the body part being imaged (e.g., "We are going to do your left hand"). For older patients, repeat the body part (e.g., "Put your left hand out") so they are aware that you are aware of the correct site.
Ask: Use open-ended questions to gauge patient understanding and condition. Example: "How are you feeling?" or "What are your thoughts on this?"
Thank: Always thank the patient for choosing the facility and trusting the staff with their care. A simple "Thank you for coming, I hope you feel better" is sufficient to avoid sounding like a "teleprompter."
The AIDET Model for Patient Satisfaction
AIDET represents the five fundamentals of patient and customer satisfaction and is similar to the GREAT model in its goals (reducing anxiety, increasing compliance, and improving outcomes).
Acknowledge: Smile, make eye contact, and acknowledge the patient and any family members with them.
Introduce: Introduce yourself by name and title (e.g., "Hi, my name is Camilla, I am a student radiographer").
Duration: Give the patient an estimate of how long the procedure or their stay might take.
Explanation: Explain what you are going to do in layman’s terms to ensure the patient understands.
Thank You: Show gratitude for the interaction.
Professional Conduct and Student Liability
Identifying Your Role: Students must always identify themselves specifically as a "student radiographer." Do not refer to yourself as a "technologist," as this carries legal and professional liabilities you are not yet qualified to handle.
Patient Autonomy: Always ask for permission before entering a room (knock first) and respect the patient's right to refuse assistance or being seen by a student.
Attitude and Workplace Culture: Everyone is entitled to a bad day, but staff are not entitled to pass that bad day on to patients or colleagues. Maintaining a positive, professional attitude is a core expectation.
Answering Telephones: Students are permitted to answer phones in the department but must use professional etiquette rather than casual greetings like "Hey" or "Yo."
Elevator Etiquette: Never discuss patient information or sensitive clinical stories in the elevator. You do not know who is standing next to you, and it is a major responsibility to uphold patient privacy within the institutional culture.
Professional Dress Code and Appearance Standards
Required Uniform for Students:
White scrub top.
Burgundy pants.
White sneakers or comfortable white slip-on sneakers.
ID badges must be worn at all times.
Prohibited Items:
Jeans, Macri's (sweatpants), leggings, or shorts.
Sandals, flip-flops, or high heels.
Earbuds and headphones (unprofessional and suggests a lack of attention).
Cell phone use in the hallways (phones should be kept in pockets until breaks).
HIPAA and Corporate Compliance
HIPAA Defined: Health Insurance Portability and Accountability Act. Originally enacted in the s to reduce insurance fraud and abuse, it now primarily focuses on patient rights and privacy.
Privacy and Confidentiality: Family members do not automatically have access to a patient’s chart. Once a patient turns , even parents must have signed authorization to access medical information.
Data Security:
Safeguard physical records. If you must leave a requisition form (rec) in a room, turn it face-down so information is not privy to the public or other patients.
Computers have "timeout" settings to prevent unauthorized access. Staff and students should badge in and out of workstations.
Avoid leaving patient documentation near sinks or in public piles where neighbors or other visitors might see sensitive data.
Regulatory Oversight: The Joint Commission and internal hospital staffing conduct audits to ensure compliance with hygiene and privacy standards.
Safety and Fire Procedures (RACE and PASS)
RACE (Action during a fire):
Rescue: Remove patients and others from immediate danger.
Alarm: Pull the alarm box and alert others.
Contain: Close doors to slow the spread of fire and smoke.
Extinguish: Use a fire extinguisher if safe to do so.
PASS (Using an extinguisher):
Pull the pin.
Aim the nozzle at the base of the fire.
Squeeze the pump handle.
Sweep the nozzle from side to side.
Emergency Reporting: Use the number to report a fire within the facility.
Cultural Competence and Diversity
Healthcare providers must respect the diverse backgrounds of their patients to provide optimal care.
Key Components: Understanding health beliefs, communication styles, social structures, and dietary customs.
Specific Examples:
Ramadan: Being aware that Muslim patients may be fasting and cannot eat or drink during daylight hours.
Jehovah's Witnesses: Being aware that some members may refuse blood transfusions based on religious beliefs.
Modesty and Gender: In certain communities (e.g., some Orthodox Jewish communities), patients may prefer not to be touched by members of the opposite sex or may require the presence of a spouse.
The goal is not necessarily to adopt these beliefs but to be respectful and aware of them to ensure the best patient-provider relationship.
Questions & Discussion
Question regarding Hospital results: When can patients anticipate results?
Answer: Most departments aim to have cases read by a radiologist within hours. However, this can be affected by staffing levels (e.g., loss of radiologists).
Interaction Regarding Equipment: A student mentioned their chair was broken. The instructor asked if it was fixed and shared a story about how reporting even seemingly irrelevant issues is important because someone else might get hurt.
Dialogue on Orientation: The instructor mentioned they enjoyed their own orientation, which was mixed with new hires and employees. They noted that the HR team is very engaging and uses staff pictures on screens.
Warning: Do not take pictures of the screens during orientation, as the hospital is very strict about sharing internal information.
AIDET represents the five fundamentals of patient and customer satisfaction and is similar to the GREAT model in its goals (reducing anxiety, increasing compliance, and improving outcomes).
Acknowledge: Smile, make eye contact, and acknowledge the patient and any family members with them.
Introduce: Introduce yourself by name and title (e.g., "Hi, my name is Camilla, I am a student radiographer").
Duration: Give the patient an estimate of how long the procedure or their stay might take.
Explanation: Explain what you are going to do in layman’s terms to ensure the patient understands.
Thank You: Show gratitude for the interaction.
The hospital facility is moving away from traditional color-coded emergency alerts to a plain language coding system to improve clarity and safety for staff, patients, and visitors.
In the past, codes like Code Red, Code Blue, and Code Pink were used, which often led to confusion or a lack of understanding among those not trained in the specific color meanings.
Specific Example: Instead of announcing "Code Yellow," the hospital will use plain language such as "Security Alert: Suspicious Item" or "Bomb Threat in Glenwood Garage." This ensures that everyone in the building immediately knows the nature of the emergency and the specific location mentioned (e.g., Glenwood garage).
While staff are still acclimating to the new system, it is important to understand both the old and new terminology to avoid confusion during the transition period.
Code Red: This traditionally indicates a fire alert in the facility. Under the new system, the announcement would specify "Fire Alert: [Location of the fire]" to provide clear instructions and information to staff and visitors.
The goal of this change is to eliminate the "what the…" reaction staff often have when hearing obscure codes and to ensure transparency during dangerous situations.