March 10, 2015 CONFERENCE CALL DOCUMENTATION FOR C.N.A.s Presented by Dwana Jackson, CNA, AIPP Quality Specialist

Size: px
Start display at page:

Download "March 10, 2015 CONFERENCE CALL DOCUMENTATION FOR C.N.A.s Presented by Dwana Jackson, CNA, AIPP Quality Specialist"

Transcription

1 March 10, 2015 CONFERENCE CALL DOCUMENTATION FOR C.N.A.s Presented by Dwana Jackson, CNA, AIPP Quality Specialist Good morning everyone and welcome to today s conference call, our topic today is documentation for C.N.A.s. Accurate and timely documentation is vital for communication between healthcare professionals for many reasons. It is used by administrators, state surveyors as well as insurers to evaluate the level and quality of care provided. It is a tool used to provide effective interventions, determine level of reimbursement for nursing services provided, and to make decisions regarding treatment options. As a CNA, we must understand the importance of documenting accurately and regularly and we must fully understand the consequences of not documenting properly. Make sure that you are always following your home s policy and procedure when documenting and/or reporting. A person s medical record is a legal document consisting of all documentation regarding care and services provided. The medical record is a communication tool for physicians and nurses to develop the best care plan and treatment possible for our residents. It may be necessary at times for the medical record to be evaluated by external personnel, such as state surveyors or by attorneys. It is critical that the documentation contained in the medical record portray a clear and accurate picture of the care being provided to the resident. Before we go into more discussion on documentation, it is important that we understand what the nursing process means. We can define the nursing process as the sum total of nursing activities which conducts assessment, intervention and evaluation. Acquiring an understanding of the nursing process should bring awareness to the C.N.A. of how important their role is and how important it is to report and document. The nursing process breaks down as follows: Assessment, Nursing Diagnoses, Care planning, Intervention and Evaluation. Assessment involves continuous data collection to identify a resident s actual and potential health problems. This will involve the nurse obtaining a history from the resident, performing a physical examination, reviewing labs and available medical information. The C.N.A. will assist the nurse by obtaining vital signs, height, weight and record fluid intake and output. Accurate information gathered is vital to report a true picture of the resident. From the nursing assessment, the nurse will determine a nursing diagnosis from which the care plan and interventions will be written. Care planning involves forming a legal document that clearly states care that will be provided as written. The C.N.A. can provide valuable information to assist in forming the care plan and should be encouraged to get involved. The C.N.A. plays a large role in caring out and documenting completion of the nursing interventions. Interventions will vary from resident to resident, as each resident has [1]

2 individual needs. Some examples of interventions are turning and repositioning requirements, toileting, restorative and specific bathing routines. At the evaluation stage, nurses can review the care plans to see what interventions are working and which interventions may need adapting. The nursing process is continuous. It occurs on a regularly scheduled basis, at any change in the resident s condition or when we, as the direct care giver, report a concern regarding the resident. Accurate results are vital in evaluating a resident. The C.N.A. will play a large role in obtaining required data and with performing observations. Observations can be objective and subjective. Objective observations are measurable, such as vital signs, bruises, open skin areas and output from a catheter are some examples. Subjective observations are not very measurable but can still be very valuable and usually come from the resident themselves. Your resident may tell you, I feel sick to my stomach today or I ve got a terrible headache. It is still very important to listen to that resident and report to your charge nurse. Remember to also look at the resident s body language and what that may be telling you. Pay attention to things such as changes in the resident s color, mobility, facial expressions, positioning and if hot or cold to touch. Also pay attention if the resident s breathing is noisy or if there is an unusual odor present. Observations are very important, never dismiss what a resident tells you. Even if you think it is nothing to be too concerned about, report it anyway! It is important for the nurse to assess the resident and decide how to respond to the concern. In order to document correctly, it is useful to have good communication skills. All staff should be able to understand exactly what you are reporting. Make sure you know the correct procedure for reporting and documenting at your home. Nursing homes can vary in requirements and methods to document. Some homes have electronic charting for CNAs and some have a paper system. Have all the relevant facts you will need to document fully. Never document on someone else s behalf, you may not have all the relevant facts or you may not have been present to document a situation. Be aware of confidentiality and that discussing a resident with someone outside of the facility is also considered a serious breach of that resident s confidentiality. Let s look at some typical observation statements: Mrs. Smith says she has a headache, she does this at every bath time! It may be true that Mrs. Smith states that she has a headache at every bath time, but instead of accepting this as normal because it happens frequently, we need to look at WHY this may be happening? Ask these questions: Does she dislike her bathing routine? Is it too hot or a too cold experience for her? Does she prefer a certain team member? Would she would prefer a shower? Maybe there is an underlying reason which needs resolving. The more correct way of reporting this observation would be: [2]

3 Mrs. Smith stated she had a headache when I went to assist her with her bath. Mr. Jones says his foot hurts so he doesn t want to walk today, he s being lazy! Mr. Jones may really be having a day where his foot really hurts so he is not wanting to put any extra weight on it unless he has to. We can always try again tomorrow when his foot may not be so painful. The more factual statement could be: Mr. Jones said his foot hurt so he would like to rest today. See how the correct observation statements are free from bias, opinion and are nonjudgmental, which is how we should be reporting and documenting! Here are some tips on making good observations. Observations must be accurate, accuracy leads to better resident care. Observations should be made in a timely manner so that anything discovered can also be addressed in a timely manner. We should make our observations without bias and opinion, Make sure you report any resident statements accurately and without exaggeration. If you discovery something unusual or serious you must report it immediately. Use good communication skills to communicate clearly with residents and staff to avoid misunderstandings which could lead to serious consequences. Similar tips can be applied when it comes to documenting. Always be accurate to ensure that the resident gets prompt, correct care and treatment. Documentation must be done on a regular basis to keep up to date with progress. Never forget to report your findings and Do Not rely on someone else to report on your behalf. It is your responsibility to report information to your charge nurse. Complete documentation demonstrates the resident s physical, mental, social and spiritual condition. Consistent accurate documentation and reporting on a daily basis builds a true picture of the resident that all staff can get to know and follow. We can track patterns of behavior, bowel movements, meal percentages, to see if a problem is occurring, or not. One shift to another can see what has occurred with the residents. Shift to shift reports are vital for continuity of quality care. C.N.A.s must communicate with one another on shift changes to let the incoming staff know what kind of day the resident has had.. Lack of documentation can lead to problems and leave questions unanswered. The resident will not receive appropriate care if documentation is not carried out correctly. It will not give a true picture of the resident and could cause further health and social problems for that resident. Making assumptions about the resident is not a good practice and could lead to errors and misunderstandings. Always follow your facility policy and procedures. Incorrect documentation can also lead to problems. The resident will not be receiving the quality of care they are entitled to if there are errors in their documentation. Staff may get confused by the errors which can lead to stress and conflicts, staff may not be sure [3]

4 what has or has not occurred. Inaccuracies may result in mis-diagnoses and family members may become unhappy at the treatment their loved one is or is not receiving. Training and education on a regular basis will continue to emphasize the importance of good documentation. Good training ensures all staff know how to document properly and understand the importance of doing so. The home can monitor documentation themselves to ensure care that is provided is being documented, care that is not provided is not being falsely documented as being completed, and care is both completed and documented. Staff need to be motivated to document completely and accurately every time! If you are documenting and reporting accurately and regularly you are doing your job correctly. Examples of mistakes staff sometimes make in documentation and reporting are waiting until the end of an eight to twelve hour shift to document care provided to six or more residents during the course of a shift. This can lead to inaccurate documentation and potential negative healthcare outcomes for the residents. By quickly and carelessly filling out documentation, errors can occur, such as documenting on the wrong resident, or not providing a clear statement that will be understood by others. Re-read what you have written. Does the message have the meaning that you intended? Failing to document changes in condition could prove to be significant information needed to provide quality care. As the direct care giver, you are the first person to recognize critical information about your resident such as changes in skin condition, changes in appetite and/or weight, complaints of pain, changes in urinary and bowel elimination, abnormal vital signs, and changes in mental status. The consequences to not documenting, incomplete documentation, or inaccurate documentation are: Residents do not receive quality care which may lead to injuries, and even death. Nurses and CNAs do not receive information needed to provide quality of care. Nursing Supervisors do not get the information needed to determine if care has been effective. The home may be citied for a deficient practice related to lack of documentation and the home may even suffer legal ramifications. Accurate reporting means that your residents will receive more appropriate care, staff will be more knowledgeable about their residents care. There will be less time for assumptions and errors to occur. The most positive outcome of all will be better care for our residents, more satisfied families and well informed staff. And as a whole, these changes will lead to a reduced amount of complaints! If you see something you think is not correct, question it! You will either learn something that you did not know or you will prevent something from perhaps becoming an issue. Here are some errors that need avoided: When verbally reporting, don t be in a position where you have to say.. Oh, I forgot to tell you If you report findings promptly you will not forget! [4]

5 Know which resident you are talking about so it doesn t lead to a situation where you say.. Did I say Mrs. Brown? I really meant Mrs. Smith. Two different residents, who may have very different care needs, always clarify which resident you are talking about. There are occasions where residents have similar names or the same last name, again, clarify which particular resident you are referring to. Inaccurate documentation can have a direct effect on your residents. Guessing an outcome is also not accurate or professional. Avoid saying I think Mrs. Thomas ate 60% of her lunch but I m just guessing. This is not a defined result. Remember that making false documentations can be a punishable offense and that you should always follow home s policy and procedures on how to document. Defamation of character is making false or slanderous comments about another person. Libel is a derogatory written statement. Slander is a negatively spoken statement. Make sure you are professional in your work to avoid these areas. In order for a resident to receive appropriate care, there must be appropriate documentation taking place. In healthcare, If it is not documented, then it did not happen. It is much harder to prove an incident occurred if there is no documentation to follow or the documentation is inaccurate. Always do your documentation every shift, it is a legal form of evidence that you are providing the care that is stated in the care plan. Therefore ADL care plans should not be used as notepads or have artistic doodles added to them. They are a legal document promising care as it has been written and could be used as evidence in a legal case. Many homes are now utilizing computerized documenting which includes inputting the ADL care as it is provided. Make sure when using this method that you access areas you are allowed to obtain, record all your information accurately and do not share with others your password or identification code. Follow your home s policy and procedure on using the electronic charting of records as it relates to the CNA. It is very important you report and document what you see, hear, smell or feel when caring for your residents. Remember as a C.N.A., you may be the first to encounter something as you see and assist your residents every day. As the direct care staff, you are the eyes and ears of what is going on with your resident. Even if you think something has already been reported, do check and report anyway, to find out what is going to be the next step. Your Charge Nurse will tell you, they would rather hear something from five different staff members than not to hear it at all. Always follow your home s policy and procedures and check with your charge nurse if you are unsure about anything. AIPP has resource tools for nurses and C.N.A.s to assist with improving documentation and reporting which can be accessed at our website, aipp.afmc.org. You will also find the minutes for today s conference call. Our website once again is aipp.afmc.org. [5]

6 In closing, be inspired to correctly document and report every shift! Your residents depend on you to ensure care is provided and to be their voice when necessary. Know your residents and their individual plan of care. And I challenge you to get to know your resident, personally, beyond the plan of care. Communicate with your charge nurse on a regular basis each shift and follow up where necessary. Observing your residents is a continuous process and we must all document accordingly. Thank you all for the hard work you do and thank you all for listening to today s conference call, have a great day. [6]

Medical Record Documentation and Legal Aspects Appropriate to Nursing Assistants

Medical Record Documentation and Legal Aspects Appropriate to Nursing Assistants Medical Record Documentation and Legal Aspects Appropriate to Nursing Assistants Medical records are legal records that must be done in a very careful legal way. They must also be used in a legal way.

More information

Nursing Record Documentation

Nursing Record Documentation Nursing Record Documentation 1 Medical records are legal records that must be done in a very careful legal way. They must also be used in a legal way: tell us and all the other members of the health care

More information

Medical Record Documentation and Legal Aspects Appropriate to Nursing Assistants

Medical Record Documentation and Legal Aspects Appropriate to Nursing Assistants We hope you enjoy this course. Most folks print a copy of the test and circle the answers while reading through the course. You can then log into your account (if you created one), enter your answers online,

More information

A Communication Skills Module: REPORTING & DOCUMENTING CLIENT CARE

A Communication Skills Module: REPORTING & DOCUMENTING CLIENT CARE 877.809.5515 www.knowingmore.com info@knowingmore.com A Communication Skills Module: REPORTING & DOCUMENTING CLIENT CARE 1998-2011 May be copied for use within each physical location that purchases this

More information

TASK I: Communication and Cultural Competence

TASK I: Communication and Cultural Competence TASK I: Communication and Cultural Competence Module A: Customer Service California WIC Training Manual 6/1/2010 Task I/Module A Page i TABLE OF CONTENTS OVERVIEW..... 1 What Is Customer Service?......

More information

DOCUMENTATION FOR LICENSED NURSES

DOCUMENTATION FOR LICENSED NURSES DOCUMENTATION FOR LICENSED NURSES Introduction Documentation for licensed nurses in our Center is an important aspect of providing care to our residents. Medical records are not only used as an important

More information

MDwise Right Choices Program

MDwise Right Choices Program Welcome to the MDwise Right Choices Program Helping you get the right care at the right time at the right place. MDwise Right Choices Program What is the Right Choices program? The Right Choices program

More information

LEGAL ISSUES FOR THE CERTIFIED NURSE AIDE

LEGAL ISSUES FOR THE CERTIFIED NURSE AIDE LEGAL ISSUES FOR THE CERTIFIED NURSE AIDE De Anna Looper, RN, CHPN, CHPCA Senior Vice President of Clinical Operations Carrefour Associates L.L.C. LEGAL ISSUES FOR THE CERTIFIED NURSE AIDE In today s society

More information

Dealing with problems and complaints

Dealing with problems and complaints 47 6 Dealing with problems and complaints STARTER Look at this list of things that customers complain about. Which three things annoy you the most as a customer? Compare your answers with a partner. a

More information

DOCUMENTATION FOR CERTIFIED NURSING ASSISTANTS

DOCUMENTATION FOR CERTIFIED NURSING ASSISTANTS DOCUMENTATION FOR CERTIFIED NURSING ASSISTANTS Introduction Documentation for CNAs in our Center is an important aspect of providing care to our residents. Medical records are not only used as an important

More information

Communicating Effectively with Healthcare Providers

Communicating Effectively with Healthcare Providers Communicating Effectively with Healthcare Providers Presented by: APS Healthcare Southwestern PA Health Care Quality Unit (APS HCQU) August 2011 cap Disclaimer Information or education provided by the

More information

Lesson One: Introduction to Customer Service

Lesson One: Introduction to Customer Service Student s Name: Date: / / Lesson One: Introduction to Customer Service 1. Customer service is a relatively complex puzzle. While engaging customers, we are attempting to offer services in a manner that

More information

Advance Health Care Planning: Making Your Wishes Known

Advance Health Care Planning: Making Your Wishes Known Page 1 of 26 Advance Health Care Planning: Making Your Wishes Known Page 2 of 26 What s Inside Why Health Care Planning Is Important... 2 What You Can Do... 4 Work through the advance health care planning

More information

The Progress Note: Documentation Basics

The Progress Note: Documentation Basics The Progress Note: Documentation Basics An in-service designed for boarding home staff 1 Learning Objectives: By the completion of this course, the attendee should be able to: 1. Identify three reasons

More information

Patient Collection Scripts and Tips

Patient Collection Scripts and Tips Patient Collection Scripts and Tips Scripts for Requesting Payment or Informing about Payment Responsibilities Prior to Day of Service When a new patient with insurance makes an appointment o Payment is

More information

I use several different introductions when it comes to calling purchased leads or leads that I have generated on my own through different ads.

I use several different introductions when it comes to calling purchased leads or leads that I have generated on my own through different ads. COLD MARKET LEAD SCRIPTS COLD LEAD BUSINESS SCRIPT I use several different introductions when it comes to calling purchased leads or leads that I have generated on my own through different ads. You will

More information

WACHS Allied Health Assistant Training Mini-Module Documentation

WACHS Allied Health Assistant Training Mini-Module Documentation WACHS Allied Health Assistant Training Mini-Module Documentation Contents The Mini-Module includes: Information related to the actual training content Activities to take away complete and discuss with

More information

Question Specifications for the Cognitive Test Protocol

Question Specifications for the Cognitive Test Protocol Question Specifications for the Cognitive Test Protocol Core Questions These are the 6 disability questions to be tested in the interview. All of the other questions in the cognitive test protocol are

More information

Injured at Work? What are Industrial Injury Benefits? Had an accident at work? What you should do The two main benefits are: before

Injured at Work? What are Industrial Injury Benefits? Had an accident at work? What you should do The two main benefits are: before What are Industrial Injury Benefits? Industrial Injury Benefits are tax-free weekly cash benefits from the Department for Work & Pensions (DWP). They are paid to people who have had an injury at work or

More information

MIGRAINE ADVICE FOR 7 TO 12 YEAR OLDS

MIGRAINE ADVICE FOR 7 TO 12 YEAR OLDS MIGRAINE ADVICE FOR 7 TO 12 YEAR OLDS You are not alone seven out of every ten children in your school will probably have had a headache at some time What is your headache like? If you are reading this

More information

Medical Record Documentation and Legal Aspects Appropriate to Nursing Assistants

Medical Record Documentation and Legal Aspects Appropriate to Nursing Assistants We hope you enjoy this course. Most folks print a copy of the test and circle the answers while reading through the course. You can then log into your account (if you created one), enter your answers online,

More information

NHS Complaints Advocacy

NHS Complaints Advocacy NHS Complaints Advocacy Raising Concerns or Complaints About the NHS Advocacy in Surrey is provided by Surrey Disabled People s Partnership (SDPP) In partnership with SDPP is a registered Charity: 1156963

More information

Sample Process Recording - First Year MSW Student

Sample Process Recording - First Year MSW Student Sample Process Recording - First Year MSW Student Agency: Surgical Floor, City Hospital Client System: Harold Harper, age 68, retired widower Date: November 18, 20xx Presenting Issues: Cardiologist observed

More information

Top 5 Malpractice Claims Made Against Nursing Professionals

Top 5 Malpractice Claims Made Against Nursing Professionals Top 5 Malpractice Claims Made Against Nursing Professionals Chances are at some point in your career, you ll either: Have a claim whether frivolous or not--made against your professional services. You

More information

Prioritization. Edwina Jones RN, BSN

Prioritization. Edwina Jones RN, BSN Prioritization Edwina Jones RN, BSN Objectives Discuss the importance of prioritization as a component of time management. Understand the three basic steps in time management. Recognize priority-setting

More information

i n s e r v i c e Resident Rights

i n s e r v i c e Resident Rights i n s e r v i c e Resident Rights The term resident rights refers to legislation that protects nursing home residents and provides for certain freedoms. Resident rights are extremely important and are

More information

Steward News TAKING GOOD NOTES DURING GRIEVANCE MEETINGS. a p u b l i c a t i o n f o r C U P E A c t i v i s t s i n A l b e r t a Winter 2004

Steward News TAKING GOOD NOTES DURING GRIEVANCE MEETINGS. a p u b l i c a t i o n f o r C U P E A c t i v i s t s i n A l b e r t a Winter 2004 Steward News a p u b l i c a t i o n f o r C U P E A c t i v i s t s i n A l b e r t a Winter 2004 TAKING GOOD NOTES DURING GRIEVANCE MEETINGS A steward in a training session was asked how he knew that

More information

Incident Management: Developing a Plan

Incident Management: Developing a Plan LABFACTS 71 Incident Management: Developing a Plan INTRODUCTION In light of the Institute of Medicine studies focusing on reducing medical errors, COLA criterion #285 has been changed effective May 1,

More information

The Top Five. FMLA Compliance Mistakes That Could Land You in Court

The Top Five. FMLA Compliance Mistakes That Could Land You in Court The Top Five FMLA Compliance Mistakes That Could Land You in Court A slip of the tongue, a misplaced remark, the wrong job assignment: managers make mistakes every day. When the mistake involves FMLA,

More information

Certified Nurse Aide. 1. What type of programs are State Approved?

Certified Nurse Aide. 1. What type of programs are State Approved? Certified Nurse Aide 1.What type of programs are State Approved? 2.What is meant by "successfully completing" a program? 3. How long will my name remain on the Nurse Aide Registry? 4.What if I have not

More information

Commitment to Customer Care Providing a high quality patient experience

Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Our promise: At Sheffield Teaching Hospitals, all receptions will The Commitment to Customer Care Guide

More information

Reputation Management for Local Businesses: Protect Your Image

Reputation Management for Local Businesses: Protect Your Image By: James Iannelli RI Reputation Management www.reputationmanagementri.com (401) 316-2931 1 Introduction As a business owner, you already know that managing a business is a LOT of work; from keeping the

More information

12 Step Worksheet Questions

12 Step Worksheet Questions 12 Step Worksheet Questions STEP 1 We admitted we were powerless over alcohol that our lives had become unmanageable. The first time I took a drink I knew it wasn't for me. Every time I drank I got drunk

More information

Medical Malpractice VOIR DIRE QUESTIONS

Medical Malpractice VOIR DIRE QUESTIONS Medical Malpractice VOIR DIRE QUESTIONS INTRODUCTION: Tell the jurors that this is a very big and a very important case. Do a SHORT summary of the case and the damages we are seeking. This summary should

More information

HIPAA RULES AND REGULATIONS

HIPAA RULES AND REGULATIONS HIPAA RULES AND REGULATIONS INTRODUCTION Everyone who works in or around health care has heard about the HIPAA, the Health Insurance Portability and Accountability Act. And certainly, everyone who is in

More information

Evaluating a Medical Malpractice Case

Evaluating a Medical Malpractice Case Evaluating a Medical Malpractice Case As a consumer justice attorney, I have the privilege of representing and helping people through difficult times every day. Oftentimes, my clients are horrifically

More information

Guide to making a complaint about an NHS service

Guide to making a complaint about an NHS service Guide to making a complaint about an NHS service February 2014 Healthwatch Coventry www.healthwatchcoventry.org.uk Contents 1. About this guide page 3 2. The NHS complaints procedure page 3 3. About the

More information

Customer Service Standards - Greetings

Customer Service Standards - Greetings TRAINING MANUAL for improving the quality of service in the Healthcare Industry MODULE 2/14 Includes Chat Points and Learner Activities PLUS Trainer s Notes Customer Service Standards - Greetings The Healthcare

More information

Communication and Interpersonal Skills. Part 1

Communication and Interpersonal Skills. Part 1 Communication and Interpersonal Skills Part 1 Communication The way we exchange messages with others The basis of our interpersonal skills Nursing assistant plays an important part by sharing vital information

More information

Wallingford Public Schools - HIGH SCHOOL COURSE OUTLINE

Wallingford Public Schools - HIGH SCHOOL COURSE OUTLINE Wallingford Public Schools - HIGH SCHOOL COURSE OUTLINE Course Title: Certified Nursing Assistant Course Number: A 8013 Department: Career and Technical Education Grade(s): 11-12 Level(s): Academic Credit:

More information

For Those in Treatment

For Those in Treatment For Those in Treatment This is NA Fellowship-approved literature. Copyright 1991 by Narcotics Anonymous World Services, Inc. All rights reserved. This pamphlet is designed to introduce you to recovery

More information

Get the Facts About. Disease

Get the Facts About. Disease Get the Facts About TB TUBERCULOSIS Disease What s Inside: 3 PAGE Get the facts, then get the cure 4 PAGE 9 PAGE 12 PAGE Learn how TB is spread Treatment for TB disease Talking to family and friends about

More information

Test of English for Aviation. Guide for: Test-takers & Teachers

Test of English for Aviation. Guide for: Test-takers & Teachers Guide for: Test-takers & Teachers What is the TEA test? TEA is a test of your ability to communicate in English it is not a test of your operational knowledge. TEA is a test of plain English in an aviation

More information

IN A SMALL PART OF THE CITY WEST OF

IN A SMALL PART OF THE CITY WEST OF p T h e L a s t L e a f IN A SMALL PART OF THE CITY WEST OF Washington Square, the streets have gone wild. They turn in different directions. They are broken into small pieces called places. One street

More information

Communication Skills and Complaints. Presented by:

Communication Skills and Complaints. Presented by: Communication Skills and Complaints Presented by: Welcome to the training Housekeeping issues Introductions Talk with someone you don t know and ask them to tell you three things they are prepared to share

More information

CDDH FACT SHEET. Working with people with intellectual disabilities in healthcare settings

CDDH FACT SHEET. Working with people with intellectual disabilities in healthcare settings CDDH FACT SHEET Working with people with intellectual disabilities in healthcare settings People with intellectual disabilities have the same right as other community members to access community based

More information

Interviewing a Social Work Candidate Questions and Suggested Responses

Interviewing a Social Work Candidate Questions and Suggested Responses Interviewing a Social Work Candidate Questions and Suggested Responses Selecting the best candidate for any position is important - time spent prior to hire may save time wasted on an improper hire. Asking

More information

Listen, Protect, and Connect

Listen, Protect, and Connect Page 1 Listen, Protect, and Connect PSYCHOLOGICAL FIRST AID FOR CHILDREN, PARENTS, AND OTHER CAREGIVERS AFTER NATURAL DISASTERS Helping you and your child in times of disaster. Page 2 As a parent or adult

More information

Parents recording social workers - A guidance note for parents and professionals

Parents recording social workers - A guidance note for parents and professionals Parents recording social workers - A guidance note for parents and professionals The Transparency Project December 2015 www.transparencyproject.org.uk info@transparencyproject.org.uk (Charity Registration

More information

How to Outsource Without Being a Ninnyhammer

How to Outsource Without Being a Ninnyhammer How to Outsource Without Being a Ninnyhammer 5 mistakes people make when outsourcing for profit By Jason Fladlien 2 Introduction The way everyone does outsourcing is patently wrong, and this report is

More information

Expanding Sources of Support in the Workplace: Introducing EAPs to Community Mental Health Care Providers of Vocational Services

Expanding Sources of Support in the Workplace: Introducing EAPs to Community Mental Health Care Providers of Vocational Services Expanding Sources of Support in the Workplace: Introducing EAPs to Community Mental Health Care Providers of Vocational Services GOAL: The goal of this training is to help community mental health care

More information

The ABC s of Communicating with Your Child s School

The ABC s of Communicating with Your Child s School The ABC s of Communicating with Your Child s School A Ask questions whenever you have a concern. Good schools want involved parents who know what s going on in their schools. They know that sound support

More information

Healthy at Heart FEELING GOOD. Reduce Your CV Risk. It s Not Just Your Body. It s Your Outlook, Too. Issue 3

Healthy at Heart FEELING GOOD. Reduce Your CV Risk. It s Not Just Your Body. It s Your Outlook, Too. Issue 3 Issue 3 Healthy at Heart Reduce Your CV Risk FEELING GOOD It s Not Just Your Body. It s Your Outlook, Too. Inside: Tips for staying active and feeling good all over Speak to your healthcare provider before

More information

Minnesota s Call to Action Quality of Life Initiative for Activities F248/249 An Interdisciplinary Approach. F248 Deficiency Severity Guidance

Minnesota s Call to Action Quality of Life Initiative for Activities F248/249 An Interdisciplinary Approach. F248 Deficiency Severity Guidance Severity Level 4 Considerations: Immediate jeopardy to resident health or safety Severity Level 3 Considerations: Actual harm that is not immediate jeopardy Severity Level 2 Considerations: No actual Harm

More information

LESSON FIVE. The Nursing Process and Critical Thinking

LESSON FIVE. The Nursing Process and Critical Thinking Introduction LESSON FIVE The Nursing Process and Critical Thinking Registered Nurses must use organized, critical thought to make judgements, solve problems and care for clients. We no longer blindly follow

More information

CHAPTER 24 DEPOSITION GUIDANCE FOR NURSES

CHAPTER 24 DEPOSITION GUIDANCE FOR NURSES CHAPTER 24 DEPOSITION GUIDANCE FOR NURSES I. INTRODUCTION With the number of personal injury and healthcare-related lawsuits increasing each year, at some time in your professional career as a nurse, you

More information

Coding for the Internist: The Basics

Coding for the Internist: The Basics Coding for the Internist: The Basics Evaluation and management is the most important part of the practice for an internist and coding for these visits can have an important effect for the bottom line of

More information

Legal Issues in Documentation. 1. From a legal standpoint, failure to document client care means which of the following?

Legal Issues in Documentation. 1. From a legal standpoint, failure to document client care means which of the following? MODULE 4 QUIZ Legal Issues in Documentation 1. From a legal standpoint, failure to document client care means which of the following? a. The care provider made errors b. Care provider forgot to document

More information

How to Study Mathematics Written by Paul Dawkins

How to Study Mathematics Written by Paul Dawkins How to Study Mathematics Written by Paul Dawkins Before I get into the tips for how to study math let me first say that everyone studies differently and there is no one right way to study for a math class.

More information

AIDET Overview: Why, What & How

AIDET Overview: Why, What & How AIDET Overview: Why, What & How TRAINING OBJECTIVES By the end of this training session you will be able to: 1 Explain what AIDET means and understand the use of Key Words as a tactic to: Improve Operational

More information

County of Yuba Customer Service Examination Study Guide

County of Yuba Customer Service Examination Study Guide County of Yuba Customer Service Examination Study Guide The following study guide will familiarize and assist you with preparing for a written examination containing multiple-choice customer service items.

More information

New Beginnings: Managing the Emotional Impact of Diabetes Module 1

New Beginnings: Managing the Emotional Impact of Diabetes Module 1 New Beginnings: Managing the Emotional Impact of Diabetes Module 1 ALEXIS (AW): Welcome to New Beginnings: Managing the Emotional Impact of Diabetes. MICHELLE (MOG): And I m Dr. Michelle Owens-Gary. AW:

More information

INTRODUCTION. Page no : 01 10 Tips for Improving Help Desk Service Experience

INTRODUCTION. Page no : 01 10 Tips for Improving Help Desk Service Experience INTRODUCTION It doesn t matter whether you re an enterprise with thousands of customers or a small business with just a handful of employees. It doesn t matter if your help desk is internally or externally

More information

LabGuide 71. Incident Management: Developing a Plan

LabGuide 71. Incident Management: Developing a Plan LabGuide 71 Incident Management: Developing a Plan INTRODUCTION In light of the Institute of Medicine studies focusing on reducing medical errors, COLA developed Accreditation criterion QA 20 to focus

More information

Writing a NHS complaint letter

Writing a NHS complaint letter Writing a NHS complaint letter The NHS Complaints Advocacy Service is a service offered by POhWER POhWER Registered Office: Hertlands House, Primett Road, Stevenage, Hertfordshire SG1 3EE Registered number

More information

(404) 919-9756 david@davidbrauns.com www.davidbrauns.com

(404) 919-9756 david@davidbrauns.com www.davidbrauns.com You are probably reading this guide because you were recently in an automobile accident. Now you are faced with some difficulties. The tasks of managing your care and your insurance claim can be confusing

More information

Why Document? LTC Resources LLC

Why Document? LTC Resources LLC LTC Resources LLC LTC Resources LLC 2012 1 Proof that care was given GAPS or lack of follow-up leads to questions of creditability and or accuracy Must be legible LTC Documentation is unique Documentation

More information

FIRST EDITION. Involuntary Medication Hearing Handbook

FIRST EDITION. Involuntary Medication Hearing Handbook FIRST EDITION Involuntary Medication Hearing Handbook FIRST EDITION Involuntary Medication Hearing Handbook 2012 Disability Rights Oregon 610 SW Broadway, Suite 200, Portland OR 97205 Voice: 503-243-2081

More information

RCNA Social Media Guidelines for Nurses. CEO Foreword (with Photo) RCNA Social Media Guidelines for Nurses 0

RCNA Social Media Guidelines for Nurses. CEO Foreword (with Photo) RCNA Social Media Guidelines for Nurses 0 RCNA Social Media Guidelines for Nurses CEO Foreword (with Photo) RCNA Social Media Guidelines for Nurses 0 Foreword The nursing profession is no stranger to change. Transformation and growth are essential

More information

STRING TELEPHONES. Education Development Center, Inc. DESIGN IT! ENGINEERING IN AFTER SCHOOL PROGRAMS. KELVIN Stock #651817

STRING TELEPHONES. Education Development Center, Inc. DESIGN IT! ENGINEERING IN AFTER SCHOOL PROGRAMS. KELVIN Stock #651817 STRING TELEPHONES KELVIN Stock #6587 DESIGN IT! ENGINEERING IN AFTER SCHOOL PROGRAMS Education Development Center, Inc. DESIGN IT! Engineering in After School Programs Table of Contents Overview...3...

More information

Barriers to Communication

Barriers to Communication Barriers to Communication There are many potential barriers to communication that must be recognized by those involved especially those in supervisory positions. Possible Barriers: 1. Symbols or words

More information

Adolescent drug abuse and the impact of the family dynamic. This is Stay Happily Married: Episode #279.

Adolescent drug abuse and the impact of the family dynamic. This is Stay Happily Married: Episode #279. Announcer: Adolescent drug abuse and the impact of the family dynamic. This is Stay Happily Married: Episode #279. Welcome to Stay Happily Married; your source for weekly updates on the latest tips and

More information

Presented By: OHA Insurance Solutions, Inc.

Presented By: OHA Insurance Solutions, Inc. Presented By: OHA Insurance Solutions, Inc. GOAL This course is designed to promote awareness of the importance of appropriate electronic medical record (EMR) and non-electronic charting to both professional

More information

Easy read Death by indifference

Easy read Death by indifference Easy read Death by indifference Following up the Treat me right! report Contents Introduction page 1 Emma page 2 Martin page 4 About this report page 6 What Mencap wants to happen page 9 Introduction In

More information

Learning when things go wrong. Marg Way Director, Clinical Governance Alfred Health, Melbourne

Learning when things go wrong. Marg Way Director, Clinical Governance Alfred Health, Melbourne Learning when things go wrong Marg Way Director, Clinical Governance Alfred Health, Melbourne Safety and Quality Management in hospitals Things have changed a lot over the last 10 years.. HOSPITAL catastrophes

More information

TIPS AND ADVICE TO ENSURE THE BEST OUTCOME FOR YOUR PERSONAL INJURY CASE.

TIPS AND ADVICE TO ENSURE THE BEST OUTCOME FOR YOUR PERSONAL INJURY CASE. A CONSUMER S GUIDE TO A SUCCESSFUL PERSONAL INJURY CLAIM TIPS AND ADVICE TO ENSURE THE BEST OUTCOME FOR YOUR PERSONAL INJURY CASE. MATERIAL PROVIDED BY: DICAUDO & YODER, LLC A CONSUMER S GUIDE TO A SUCCESSFUL

More information

Sample Process Recording - First Year MSW Student

Sample Process Recording - First Year MSW Student Sample Process Recording - First Year MSW Student Agency: Department of Social Services Client System: Claudia Jones, age 22, unemployed single mother Date: February 22, 20xx Presenting Issues: Client

More information

MEDICAL ERRORS: WHAT THEY ARE AND HOW TO AVOID THEM

MEDICAL ERRORS: WHAT THEY ARE AND HOW TO AVOID THEM MEDICAL ERRORS: WHAT THEY ARE AND HOW TO AVOID THEM Being a medical professional can be difficult at times. The pace of a normal work day can be very fast, the clients may have a lot of serious health

More information

God s Intervention Acts 9:1-9, A Sermon Preached by Ernie Thompson. Westminster Presbyterian Church Greensboro NC.

God s Intervention Acts 9:1-9, A Sermon Preached by Ernie Thompson. Westminster Presbyterian Church Greensboro NC. God s Intervention Acts 9:1-9, 17-19 A Sermon Preached by Ernie Thompson Westminster Presbyterian Church Greensboro NC June 5, 2016 Meanwhile Saul, still breathing threats and murder against the disciples

More information

When Death Occurs at Home: A Guide for Caregivers

When Death Occurs at Home: A Guide for Caregivers When Death Occurs at Home: A Guide for Caregivers Some people choose to die at home. People often have questions about what to expect when caring for someone going through the dying process. While everyone

More information

PARTNERING WITH YOUR DOCTOR:

PARTNERING WITH YOUR DOCTOR: PARTNERING WITH YOUR DOCTOR: A Guide for Persons with Memory Problems and Their Care Partners Alzheimer s Association Table of Contents PARTNERING WITH YOUR DOCTOR: When is Memory Loss a Problem? 2 What

More information

Complaints handling- Can this be a positive experience? David Hall Clinical Director NHS Dumfries & Galloway

Complaints handling- Can this be a positive experience? David Hall Clinical Director NHS Dumfries & Galloway Complaints handling- Can this be a positive experience? David Hall Clinical Director NHS Dumfries & Galloway A positive experience? Not immediately if you re the one being complained about! Has to be regarded

More information

NHS Complaints Advocacy. A step by step guide to making a complaint about the NHS. www.pohwer.net

NHS Complaints Advocacy. A step by step guide to making a complaint about the NHS. www.pohwer.net NHS Complaints Advocacy A step by step guide to making a complaint about the NHS NHS Complaints Advocacy Important Information Please read this section before the rest of this guide to ensure you take

More information

Consumer Information Sheet 16 October 2013

Consumer Information Sheet 16 October 2013 First Aid For Medical Identity Theft Tips for Consumers Consumer Information Sheet 16 October 201 When another person uses your personal information to get medical services or goods, or to gain financially,

More information

A L C O H O L D R U G S and G A M B L I N G

A L C O H O L D R U G S and G A M B L I N G IT S OUR BUSINESS Does someone I work with have a problem? A L C O H O L D R U G S and G A M B L I N G in the Workplace S O M E O N E A T W O R K H A S A P R O B L E M 3 Co-workers often get to know each

More information

A New Form Of Identity Theft: Responding To The Lawyer. Impersonator

A New Form Of Identity Theft: Responding To The Lawyer. Impersonator A New Form Of Identity Theft: Responding To The Lawyer Impersonator Consider the following scenario: You walk into your office after lunch and settle down at your desk to finish your latte and sort through

More information

Communication Skills for Effective Laboratory Management RT Erasmus Stellenbosch University and NHLS

Communication Skills for Effective Laboratory Management RT Erasmus Stellenbosch University and NHLS Communication Skills for Effective Laboratory Management RT Erasmus Stellenbosch University and NHLS Outline Learning Objectives Introduction Awareness of Your Personal Style Skillful Listening Expressing

More information

Young homeless people on healthcare. The views of the National Youth Reference Group

Young homeless people on healthcare. The views of the National Youth Reference Group Young homeless people on healthcare The views of the National Youth Reference Group Introduction The Queen s Nursing Institute s Homeless Health Project visited the St Basil s Charity in Birmingham in

More information

PLANNING FOR YOUR FUTURE CARE

PLANNING FOR YOUR FUTURE CARE PLANNING FOR YOUR FUTURE CARE March 2009 A Guide Planning for your future care - a guide There may be times in your life when you think about the consequences of becoming seriously ill or disabled. This

More information

Personal Action / Crisis Prevention Plan

Personal Action / Crisis Prevention Plan Personal Action / Crisis Prevention Plan This Plan is meant to help clients/consumers, their support persons and providers prepare for times when life seems too hard to manage. This Plan is designed to

More information

Providing Quality Customer Service

Providing Quality Customer Service Providing Quality Customer Service What is Customer Service? For all school district employees to provide the best customer service possible, we must first understand customer service. There are many acceptable

More information

The ABC s of Staying in Touch with Your Child s School. Tips and Techniques for Serving Children through Great Communication

The ABC s of Staying in Touch with Your Child s School. Tips and Techniques for Serving Children through Great Communication The ABC s of Staying in Touch with Your Child s School Tips and Techniques for Serving Children through Great Communication from The National School Public Relations Association (NSPRA) and its nearly

More information

TOP 10 MOST COMMON MISTAKES MADE IN HANDLING YOUR OWN INJURY CLAIM

TOP 10 MOST COMMON MISTAKES MADE IN HANDLING YOUR OWN INJURY CLAIM TOP 10 MOST COMMON MISTAKES MADE IN HANDLING YOUR OWN INJURY CLAIM More times than not, your personal injury claim will be a battle with an insurance company. A highly trained adjuster will be assigned

More information

Prospecting Scripts. 2 keys to success in Real Estate

Prospecting Scripts. 2 keys to success in Real Estate Prospecting Scripts 2 keys to success in Real Estate 1. TALK TO PEOPLE 2. ASK THE RIGHT QUESTIONS 1. Door-knocking or cold calling properties around a new listing (inviting them to a property preview)

More information

Whose family is it? The marrying of preneed and at-need from the consumer s perspective

Whose family is it? The marrying of preneed and at-need from the consumer s perspective The marrying of preneed and at-need from the consumer s perspective There is a history of tension between at-need funeral directors and preneed advisors. This tension has resulted in the phrase My family

More information

Deaf and hard of hearing people s experience when accessing health services in Slough

Deaf and hard of hearing people s experience when accessing health services in Slough Deaf and hard of hearing people s experience when accessing health services in Slough March 2014 1 P a g e Index Executive Summary...2 Recommendations....3 Deafness in Slough and the UK........4 Deaf patients

More information

Working to standard: a code of conduct for support workers in health care. 1.1 Welcome to this code of conduct for support workers in health care.

Working to standard: a code of conduct for support workers in health care. 1.1 Welcome to this code of conduct for support workers in health care. Code of conduct for Healthcare Support Workers Working to standard: a code of conduct for support workers in health care 1. Introduction 1.1 Welcome to this code of conduct for support workers in health

More information

What To Do If You Have a Concern About Quality In a Pennsylvania Hospital

What To Do If You Have a Concern About Quality In a Pennsylvania Hospital What To Do If You Have a Concern About Quality In a Pennsylvania Hospital Advice and resources for dealing with quality concerns Thousands of people become patients in one of Pennsylvania's 225 hospitals

More information

CROSS EXAMINATION OF AN EXPERT WITNESS IN A CHILD SEXUAL ABUSE CASE. Mark Montgomery

CROSS EXAMINATION OF AN EXPERT WITNESS IN A CHILD SEXUAL ABUSE CASE. Mark Montgomery CROSS EXAMINATION OF AN EXPERT WITNESS IN A CHILD SEXUAL ABUSE CASE Mark Montgomery Post Office Box 161 Durham, NC 27702 (919) 680-6249 mark.montgomery@mindspring.com Opinion Testimony by a Pediatrician/Nurse/Counselor/Social

More information

I have a complaint about health care, what to do? Landelijk Meldpunt

I have a complaint about health care, what to do? Landelijk Meldpunt I have a complaint about health care, what to do? Landelijk Meldpunt Z0rg The National Health Care Report Centre can help! Sometimes your contact with a health care provider can fall short of your expectations.

More information