. Cheryl Crumb & Associates .

The Other Side of Care

Background Situation

A community hospital approached Cheryl to address dismal feedback received from patients particularly during Emergency visits. Because patients were not qualified to judge the clinical (medical) aspects of their care (i.e. without medical background they couldn’t distinguish between excellent suturing and average suturing), their assessment of the experience was influenced by compassion treatment they received or didn’t receive. The hospital wanted an initiative that would help staff see the hospitalization experience through the patient’s eyes. After the course was piloted, it was expanded to other hospital divisions.

Content and Learning Objectives

“The Other Side of Care” examines a holistic approach to health care which treats the heart, mind and soul as well as the body. It is only recently that health care is becoming comfortable with its designation as a business. Today’s healthcare consumers are seeking something more than excellent clinical care. In the intensely personal industry of wellness, patients want to be recognized as individuals with unique needs and desires. They want a relationship with their healthcare providers, their hospital, and even their healthcare system.

They want to feel special. When it comes to their own personal well being or that of their loved ones, people want more than just medical know-how. Behaviors that lead to an assessment of indifference are usually inadvertent and unconscious. This means that along with clinical care, everyone’s role is to serve the patient or support someone who is serving the patient.

This course highlights the attitude, knowledge and skills required to build trust and create relationships with patients and their support network. Content covered:

Distinguishing a patient-centered organization
Understanding and practicing what it takes to provide compassionate care and emotional support
Building trust
Utilizing the four stages of the Relationship Diamond: hosting, understanding, assisting and keeping patients
Managing commitments
Powerfully communicating verbally, vocally and non-verbally
Improving questioning and listening skills to better understand patient’s needs
Understanding the difference between polite, courteous treatment and caring, compassionate treatment
Managing emotionally upsetting situations with patients and family members

Learning Process

In this 2-day highly interactive program, participants were involved in discussions, exercises, role-plays, and case studies. The HR Department of the hospital created a slogan entitled “One moment at a time” together with a starfish recognition pin symbolizing that a patient’s hospital experience is reflected in a series of “moments”.

Length

2 days




		The Other Side of Care Background Situation A community hospital approached Cheryl to address dismal feedback received from patients particularly during Emergency visits. Because patients were not qualified to judge the clinical (medical) aspects of their care (i.e. without medical background they couldn’t distinguish between excellent suturing and average suturing), their assessment of the experience was influenced by compassion treatment they received or didn’t receive. The hospital wanted an initiative that would help staff see the hospitalization experience through the patient’s eyes. After the course was piloted, it was expanded to other hospital divisions. Content and Learning Objectives “The Other Side of Care” examines a holistic approach to health care which treats the heart, mind and soul as well as the body. It is only recently that health care is becoming comfortable with its designation as a business. Today’s healthcare consumers are seeking something more than excellent clinical care. In the intensely personal industry of wellness, patients want to be recognized as individuals with unique needs and desires. They want a relationship with their healthcare providers, their hospital, and even their healthcare system. They want to feel special. When it comes to their own personal well being or that of their loved ones, people want more than just medical know-how. Behaviors that lead to an assessment of indifference are usually inadvertent and unconscious. This means that along with clinical care, everyone’s role is to serve the patient or support someone who is serving the patient. This course highlights the attitude, knowledge and skills required to build trust and create relationships with patients and their support network. Content covered: Distinguishing a patient-centered organization Understanding and practicing what it takes to provide compassionate care and emotional support Building trust Utilizing the four stages of the Relationship Diamond: hosting, understanding, assisting and keeping patients Managing commitments Powerfully communicating verbally, vocally and non-verbally Improving questioning and listening skills to better understand patient’s needs Understanding the difference between polite, courteous treatment and caring, compassionate treatment Managing emotionally upsetting situations with patients and family members Learning Process In this 2-day highly interactive program, participants were involved in discussions, exercises, role-plays, and case studies. The HR Department of the hospital created a slogan entitled “One moment at a time” together with a starfish recognition pin symbolizing that a patient’s hospital experience is reflected in a series of “moments”. Length 2 days