Survey READINESS - Children's Minnesota

Survey

READINESS

Survey READINESS

TALKING WITH SURVEYORS

If you are selected to speak with a surveyor the following points will help you respond appropriately.

DO'S

DON'TS

? Stay calm -- take deep breaths. Be proud of the great work you do every day!

? Welcome the surveyor(s) to your area.

? Be courteous and respectful.

? Keep your communication concise and positive. Answer questions truthfully in clear, simple terms based on your everyday practice.

? Ask for clarification if you don't understand what the surveyor is asking.

? It's ok if you don't know the answer to a question. Don't guess. Simply say, "I don't know but this is how I would find the answer." It's important to know your resources (e.g., manager, supervisor, clinical manuals, etc.).

? Allow others to participate in the conversation. You collaborate with others in your work. If appropriate, include others to effectively answer the question being asked.

? Be a good listener and thank the surveyor(s) for their time.

? Don't panic.

? Do not volunteer extra information (answer only the question that is being asked -- no more, no less).

? Do not guess if you don't know the answer.

? Don't perform a running negative monologue while searching for documentation (i.e., "I don't think it's here, I don't think s/he documented that, we don't document that all the time...").

? Do not say "What I am supposed to do is ..." -- this indicates that you do not follow the policy.

? Do not give answers you know are incorrect under any circumstances.

? Don't use the words "always" or "never" in the answers to questions. Instead, talk about Children's standard practices or the fact that what you do is based on Children's policies and procedures.

? Do not argue with a surveyor. If an issue arises, ask the Children's representative who is with the surveyor or your supervisor for assistance.

REMEMBER:

First and foremost, you are an advocate for your patient. If your patient needs care or treatment while you are being interviewed, it is okay to tell the surveyor, politely excuse yourself, and return later. Patient care always comes first!



Survey READINESS

GENERAL QUESTIONS

QUESTION

ANSWER

1. What is the acronym for The Joint Commission?

TJC: for The Joint Commission.

TJC changed its name from Joint Commission on Accreditation of Healthcare Organizations (JCAHO) in 2007. Please do not refer to The Joint Commission as JCAHO -- it leaves the impression we are behind the times.

2. What is Children's mission?

We champion the health needs of children and families. We are committed to improving children's health by providing the highest-quality, familycentered care, advanced through research and education.

3. What is Children's vision? 4. Where can you find Children's

policies?

To be every family's essential partner in raising healthier children.

Children's policies can be found online. Go to Children's intranet site (Star Net). Under "References" on the left hand column, click on "Hospital Policies" or "Ambulatory Policies".

5. If a surveyor arrives in your department what do you do?

Follow the Do's and Don'ts. Be proud of the great work you do every day!

6. What is Children's policy on photography?

Taking pictures of patients for personal use is strictly prohibited. Taking pictures for valid Children's purposes requires the written consent of the patient/legal guardian. Policy #927.09 and #1101.0.

7. What is Children's policy on use of cell phones?

Cell phone use must not compromise the privacy of patient information. Personal use of cell phones for any function may only take place during breaks and must not take place in patient care areas or other work areas where such use would interfere with or distract from work responsibilities or patient care. Policy #927.09 and #1101.0.

2 | For questions or concerns email "Joint Commission Readiness"

Survey READINESS

RIGHTS AND RESPONSIBILITIES OF THE INDIVIDUAL Page 1 of 2

QUESTION

ANSWER

1. How are patients and families informed of their rights and responsibilities?

Inpatients receive this information in the Welcome Booklet on admission. Posters are also mounted in elevator lobbies, Welcome Desks and outpatient areas. This information is also available through the Family Resource Center, Social Work and the Compliance department.

2. How do patients know their health care providers' names?

There is a white board in each patient room. Nurses and patient care supervisors write the providers' names on the board at change of shift and upon admission. Physicians may also write their names on the boards, give patients their business cards or otherwise introduce themselves.

Parents/legal guardians can also have access to MyChildren's, a resource offered by Children's that gives secure access to parts of the patient's medical record on their computer or phone.

3. Who is available to assist in resolving conflicts or dilemmas about a patient's care?

The Ethics Committee is available by pager (person on-call is listed in Amion which will include their pager number) or call the main number at 612813-6159 (5-6159) to assist the team and families in resolving conflicts and dilemmas about care.

4. Who can request an ethics consult?

Patients, family members, or any caregiver involved in the case. Ethics consults can be requested by calling 612-813-6159 (5-6159)

5. At what age should all patients be asked if they have an advance directive?

At 18 years of age. Emancipated minors should also be asked.

6. Do we offer services for writing an advance directive?

Yes, they can be made available to any patient over 18 years of age requesting services.

7. Do you know where the

Be sure you can locate the nearest Patient's Bill of Rights poster. These are

nearest Patient Bill of Rights is usually in elevator lobbies, Welcome Desks or patient waiting areas. This

posted? How about brochures information is also in the inpatient Welcome Booklet, as well as brochures in

on the Patient Bill of Rights?

outpatient waiting areas.

8. How do you obtain interpreter services?

Call telephonic interpreting at 612-813-7600 (5-7600) and provide the following information:

? Language needed ? Department

? MRN or patient's name

? Name

? Campus name

For questions or concerns email "Joint Commission Readiness" | 3

Survey READINESS

RIGHTS AND RESPONSIBILITIES OF THE INDIVIDUAL Page 2 of 2

QUESTION

ANSWER

9.

Where can you find

documentation that an

interpreter was used?

The use of an interpreter should be documented in your nursing narrative, education records, and clinical notes.

10.

Can a family member or friend be used to interpret for a patient or legal guardian?

NO. Using children, family or friends as a substitute for trained interpreters is not permitted. Children's prohibits the use of other employees, who have not had interpreter training, as interpreters.

11.

What does it mean to ask a patient/family what their preferred language is?

The preferred language is the language that the patient/family wants to receive their medical information. Policy #110.00.

12. Can a minor parent consent Yes. for their child?

13. If a family has a complaint, what do you do?

All Children's staff are expected and empowered to seek prompt resolution of patient issues and complaints/grievances expressed by a patient or a family.

Supervisors and managers or administrative representatives are contacted, as needed, to assist with immediate response. Policy #109.00.

It may also be necessary to seek additional resources to solve the concern:

? Family Liaison

? Risk Management

14.

If there is a medical accident or patient safety event, what should you do?

? Take immediate action to ensure the safety of the patient, staff and others in the environment.

? All equipment and supplies need to be retained after a medical accident.

? Medical device malfunctions are red tagged and all related products are preserved -- call biomed to have equipment quarantined. DO NOT alter or make adjustments to the equipment. Policy #703.00 and #900.00.

? Contact Risk Management.

? File a Safety Learning Report (SLR).

4 | For questions or concerns email "Joint Commission Readiness"

Survey READINESS

INFORMATION MANAGEMENT AND RECORD OF CARE Page 1 of 2

QUESTION

ANSWER

1. How do you protect the confidentiality of protected health information (PHI)?

? Log off computer terminals when not in use and at the end of shift. ? Do not discuss patients in public areas. ? Provide visual and auditory privacy when speaking with patients

and families. ? Follow the policy #1700.00 and #1704 regarding use and disclosure of

information. ? Use and safeguard individual sign-on codes for computer terminals. ? Store written patient information in a way that prevents viewing by

the public. ? Dispose of confidential paper documents in appropriate bins.

2. Who is Children's privacy officer?

Cory Fitzpatrick

3. Where do you find the Notice of Privacy Practices at Children's?

? Posted in Children's physical locations. ? Paper copies are available upon request on the Children's website.

4. Does Children's have a standardized list of prohibited abbreviations?

Yes. Prohibited abbreviations and acceptable alternatives may be found in Medical Records Documentation policy #1103.00. Below is a list of do not use abbreviations. ? U (unit) ? IU (international unit) ? Q.D., QD, q.d., qd ? Q.O.D., QOD, q.o.d., qod ? Trailing zero (e.g., Ativan X.0mg) ? Lack of leading zero (i.e., Digoxin .125mg) ? MS ? MSO4 and MgSO4 ? Mg ? Abbreviations for chemotherapy drugs

For questions or concerns email "Joint Commission Readiness" | 5

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