Patients and families are not involved as active participants on task forces or QI teams. They do not participate in quality or safety and risk meetings. The are not part of teams that attend IHI, NPSF or other meetings.
Organizational Leadership 7 Personnel Upon the first general orientation, personnel are trained regarding the expectation for collaboration with patients and their families in their job description and ongoing during the performance appraisal process. Staff and physicians are also prepared for and supported in patient/family centered care practice. There is ongoing eLearning assigned to every employee on a quarterly basis regarding patient centered care and customer service. Patients and families are not invited to participate on interview teams or search committees. They are also not a part of orientation for new co-workers. Environment & Design The care environment supports collaboration with all disciplines and a family presence is encouraged. Patients/families have not been included in the design of the new tower, nor have input on any environmental designs. Information/Education MyMercy is the patient-based web portal that all patients and family members are encouraged to use for communication with their primary practitioner, for education, etc. Email services are available through this portal. Patients/families do not serve as educators or faculty in the facility. There are no resource rooms available for patients and their families, as space has been limited due to continuous construction projects. Diversity & Disparities Patients have access to interpreter services 24/7 through various methods. New hires are trained explicitly on these services during orientation. There is also extensive training on culture and diversity during the orientation process. Mercy provides many N/A
Organizational Leadership 8 programs for minority and underserved patients. Staff is encouraged to volunteer in the community on projects sponsored by the healthcare system. Educational materials are available for all appropriate levels and staff are trained in health literacy during orientation and have ongoing competencies. Charting and Documentation N/A Patients and their families do not have full nor easy access to their charts. Documentation is limited to designated parts of the medical chart and there is a 24-hour waiting period after access is requested. They are not able to chart. Care Support Family members are a part of the health care team. They are encouraged to participate in shift reports and rounds. Transparency regarding errors is mandated to build trusting relationships. Family presence is allowed during rescue events and there is an active chaplaincy program that is available to support them during these times.
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