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www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/professionals/quality-patient-safety/hais/tools/perinatal-care/modules/teamwork/engage/engagement.pptx
May 01, 2017 - Listening and Explaining1
Staff should ask about and listen to the patient’s and family’s needs and concerns … to, respect, and act on what the patient and family say
Help the patient and family articulate their concerns … Assessing the level of patient understanding and helping the patient or family ask questions or voice concerns … ongoing during the followup investigation
Provide a designated contact person for patient and family concerns
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www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/sops/events/webinar/nh-workplace-safety-yount.pdf
January 01, 2023 - Support for Workplace Safety
Average % Positive Response
My supervisor encourages staff to report their concerns … provides adequate resources to ensure the safety
of staff 69
Management takes action when staff report concerns … “Upper management does
not seem to take staff
[concerns]/complaints
seriously. … Workplace Safety Reporting
Average % Positive Response
(Strongly Agree/Agree)
Staff can report their concerns
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www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/engagingfamilies/strategy4/Strat4_Implement_Hndbook_508_v2.pdf
April 01, 2011 - Listen to and honor the patient and family’s goals, preferences, observations, and
concerns. … • Invite the patient and family to use the white board in the room to
write questions or concerns … • Ask open-ended questions to elicit questions and concerns
• Use the Be Prepared to Go Home Checklist … In adapting the materials for your hospital, make sure to
address those specific concerns. … • Mandatory staff trainings
addressed concerns and
set expectations.
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www.talkingquality.ahrq.gov/hai/tools/ambulatory-surgery/sections/implementation/training-tools/improving-fac-notes.html
May 01, 2017 - Learn how to use structured language to voice concerns. … If you see something that concerns you during this case, please speak up.” … The surgeon’s statement is, “Does anybody have any concerns? … If you see something that concerns you during this case, please speak up.” … Structured language lets people voice their concerns without being extreme.
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www.talkingquality.ahrq.gov/teamstepps-program/curriculum/mutual/tools/cus.html
May 01, 2023 - CUS is also a recommended tool to express concerns regarding the need for a medical interpreter when
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www.talkingquality.ahrq.gov/hai/tools/ambulatory-surgery/sections/sustainability/management/huddles-slides.html
June 01, 2017 - Short, standup meeting, typically once per day
Orients team to regular safety standard work, concerns … review safety performance
Opportunity to look ahead to patients scheduled for today , flagging safety concerns … staff
Technicians
Schedulers
Physicians
Slide 5: A Simple Huddle Agenda
Agenda
1.Safety concerns
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www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/nursing-home/materials/covid19-vaccine-confidence-curriculum-learning-guide-staff.pdf
March 01, 2021 - However, staff may
have questions or concerns about the safety of the vaccines or be hesitant to take … Remind staff that this is a
safe space for sharing concerns and asking questions. … Today we are beginning a short, five-part series to review and discuss common
questions and concerns … Huddle Wrap-Up
ASK:
Does anyone have any other questions or concerns about vaccine safety that I … o Be sure to ask if they have any ongoing questions or concerns that need to be reviewed.
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www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/professionals/education/curriculum-tools/teamstepps/officebasedcare/module6/6-ts-office-support.pptx
January 20, 2006 - Office-Based Care
10
The Assertive Statement
Respect and support authority while clearly asserting concerns … approach for managing and resolving conflict:
D — Describe the specific situation
E — Express your concerns
-
www.talkingquality.ahrq.gov/research/findings/making-healthcare-safer/mhs4/index.html
April 01, 2024 - harms and patient safety practices to reduce the risk for medical errors, misdiagnosis, and privacy concerns … harms and patient safety practices to reduce the risk for medical errors, misdiagnosis, and privacy concerns
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www.talkingquality.ahrq.gov/patient-safety/settings/labor-delivery/perinatal-care/modules/teamwork/pf-engagement-slides.html
July 01, 2023 - Listening and Explaining 1
Staff should ask about and listen to the patient's and family's needs and concerns … Help the patient and family articulate their concerns when needed. … Assessing the level of patient understanding and helping the patient or family ask questions or voice concerns … Provide a designated contact person for patient and family concerns.
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www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/engagingfamilies/strategy4/Strat4_Tool_2a_IDEAL_Checklist_508.docx
February 24, 2011 - You may have other questions or concerns that are not in this checklist. … hospital stay, your doctors and nurses will make sure to answer your questions and talk to you about your concerns
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www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/teamstepps/longtermcare/module2/ts2-0ltc_module2_slides_team.pdf
June 12, 2017 - their families
• Assess residents’ preference regarding involvement
• Ask residents about their concerns … plan of care (e.g.,
schedule and attend appointments as directed)
• Ask questions and/or voice any concerns
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www.talkingquality.ahrq.gov/patient-safety/settings/labor-delivery/perinatal-care/modules/teamwork/pf-engagement-fac-guide.html
July 01, 2023 - Thank the patient or family for raising concerns.
Invite questions. … Explaining
Say:
L&D staff should ask about and listen to the patient's and family's needs and concerns … Help the patient and family articulate their concerns. … assess level of patient understanding and help the patient or family ask additional questions or voice concerns … Advise the patient and family of a designated contact person for their questions and concerns.
-
www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/engagingfamilies/strategy4/Strat4_Tool_2a_IDEAL_Checklist_508.pdf
May 22, 2013 - stay, your doctors and
nurses will make sure to answer your
questions and talk to you about your
concerns … You may have other questions or concerns
that are not in this checklist.
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www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/webinars/cahps-webinar-jan-2017-rabson.pdf
January 01, 2017 - Y shot down any concerns I had about my son. He treated me like I was
stupid. … systematic collection and maintenance of valid email
addresses for use in survey collection
Ongoing concerns
-
www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/sops/surveys/asc/part-ii-sops-asc-database-report.pdf
January 01, 2020 - start of procedures, the doctor encouraged all
team members to speak up at any time if they had any concerns … Immediately after procedures, team members discussed any concerns
for patient recovery. … Immediately after procedures, team members discussed any
concerns for patient recovery. … Immediately after procedures, team
members discussed any concerns for patient
recovery. … Immediately after procedures, team members
discussed any concerns for patient recovery.
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www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/sops/surveys/asc/Part-II-SOPS-ASC-DatabaseReport.pdf
December 01, 2021 - start of procedures, the doctor encouraged all team members to
speak up at any time if they had any concerns … percent
positive response for the item “Immediately after procedures, team members discussed any
concerns … (Item G2) 81% 76% 74% 73%
Immediately after procedures, team members discussed any concerns for
patient … (Item G2) 77% 73% 76% 74%
Immediately after procedures, team members discussed any concerns
for patient … (Item G2)
85% 68% 68% 73%
Immediately after procedures, team members discussed
any concerns for
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www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/professionals/quality-patient-safety/hais/tools/ambulatory-surgery/sections/sustainability/management/problem-solving/problem-solving-component-kit.docx
May 01, 2017 - As part of the standard huddle agenda, staff raise safety concerns from the previous day, anticipate
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www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/professionals/quality-patient-safety/hais/tools/perinatal-care/modules/teamwork/engage/pf-engagement-facilitator-guide.pdf
May 01, 2017 - Reassure the patient and family by
providing information
• Thank the patient or family for raising
concerns … Engagement 6
SAY:
L&D staff should ask about and listen to the
patient’s and family’s needs and concerns … • Help the patient and family articulate
their concerns. … assess level of patient
understanding and help the patient or
family ask additional questions or voice
concerns … • Advise the patient and family of a
designated contact person for their
questions and concerns.
-
www.talkingquality.ahrq.gov/sites/default/files/wysiwyg/professionals/quality-patient-safety/hais/tools/perinatal-care/modules/teamwork/implement/implement-facilitator-guide.docx
May 01, 2017 - You should also be persistent and persuasive, providing evidence or data to support your concerns. … Slide 18
SAY:
You should voice your concerns using advocating and asserting statements at least twice … If you are challenged by a team member, you must acknowledge the concerns and not ignore the person. … E stands for express—Express your concerns about the action. … providers how and where they want to improve communication,
Select a tool that best addresses providers’ concerns