Print

Print


What if we don't have confidence šŸ˜£ how sad. 

From Don's fingers 2 u

> On Apr 3, 2014, at 2:12 PM, Ted Walkley <[log in to unmask]> wrote:
> 
> Like it or not customer service is how even we in Pediatric EM will be compensated. Hospitals are looking for any edge and their consultants often recommend different strategies like  these phrases
> 
> I do however want to amplify on the post on the Studer concept of  "manage up" and the time of handoffs. It shoud not be seen as a hollow pat phrase. It is directly acknowledging that you have confidence in the next person in line in the care of the child. It is something that can be done at every hand off. ED to surgeon, ED to hospitalists, ED MD to nurse and reverse.  It takes a few seconds it should be genuine since it is one person to another. It is patient care. It works well in the ED. I don't have hard data but I can say it cut down on interdepartmental complaints, and direct patient care complaints when we introduced it as a practice.
> Now if I could just get some physicians to come down to ED to get that hand off in person I'd be happier but that is another question.
> 
> Ted Walkley MD FAAP FACEP
> Interim Medical Director
> Mary Bridge Children's Hospital Emergency Department
> [log in to unmask]
> 253.403.1603
> 
> -----Original Message-----
> From: Pediatric Emergency Medicine Discussion List [mailto:[log in to unmask]] On Behalf Of Krieser, David
> Sent: Thursday, April 03, 2014 1:47 PM
> To: [log in to unmask]
> Subject: Re: words and expectations
> 
> Dear Julie and team
> 
> I do not know of evidence to support what I am about to say.
> 
> BUT...
> 
> In Australia such "McDonalds" statements ("Do you want some fries with that?") would not be well received. They sound hollow, insincere and create suspicion.  Genuine caring, taking parents seriously and performing appropriate management is much more important than such public relations exercises that may or not be backed up by what transpires after the statement is made.
> 
> Sincerely
> 
> Dr David Krieser FRACP
> Paediatric Emergency Physician
> Director, Paediatric Education
> Sunshine Hospital
> 176 Furlong Road, St Albans, VIC 3021<x-apple-data-detectors://0/0>
> T: 03 8345 1333<tel:03%208345%201333> F: 03 8345 1079<tel:03%208345%201079>
> E: [log in to unmask]<mailto:[log in to unmask]>
> 
> 
> On 3 Apr 2014, at 21:31, "Chavda, Kamal" <[log in to unmask]<mailto:[log in to unmask]>> wrote:
> 
> Hi,
> 
> Noticed this lately......more and more institutions are coming up with these wonderful phrases to be used by us physicians.
> 
> Without being said' each one of us are trained and intend to give the best care to every child/patient coming through our door.
> 
> Why the need to come up with these catch phrases ??? Perhaps the well meaning administrators want an upward bump in the Press Ganey score?
> 
> Perhaps if we can tease out the differences between CUSTOMER SERVICE AND PATIENT CARE!
> 
> Catering to Patients Can Be Harmful to Their Health!!! -Anonymous
> 
> KKC, MD
> 
> 
> ________________________________________
> From: Pediatric Emergency Medicine Discussion List [[log in to unmask]<mailto:[log in to unmask]>] on behalf of Van der Jagt, Elise [[log in to unmask]<mailto:[log in to unmask]>]
> Sent: Wednesday, April 02, 2014 5:29 PM
> To: [log in to unmask]<mailto:[log in to unmask]>
> Subject: Re: words and expectations
> 
> I think most families would assume you are intending to take excellent care of their child without you saying that. Moreover, if the care doesn't turn out as well as intended, the family could think that this less than optimal care is how you define "excellent care' since you have already told them you were going to give it, rather than trying your best to give it..
> 
> So, I think it is presumptuous to say specifically "We are going to give excellent care to ....." because we know there can always be glitches and what we want to do doesn't always happen.  So, I usually change the statement to something like "We will do everything we can to care for Johnny/Suzie in the best way we know how. "  and follow it with a question something like "What are you most worried about?"
> 
> Elise
> 
> Elise W. van der Jagt, MD, MPH, FAAP, SFHM Professor of Pediatrics and Critical Care Chief, Pediatric Hospital Medicine University of Rochester Medical Center
> 601 Elmwood Ave., Box 667
> Rochester, NY 14642
> 
> Tele:  585-275-8138/585-276-4113
> Fax:   585-276-1128
> 
> 
> -----Original Message-----
> From: Pediatric Emergency Medicine Discussion List [mailto:[log in to unmask]] On Behalf Of Brown, Julie C.
> Sent: Wednesday, April 02, 2014 4:03 PM
> To: [log in to unmask]<mailto:[log in to unmask]>
> Subject: words and expectations
> 
> Question:
> 
> A family brings their child to your emergency department.  If you say, "We are going to take excellent care of Johnny/Suzie", how do you think this will make the patient/parent/family feel?  Will they feel reassured and comforted, or will they feel like you are self-promoting or trying to manipulate them?  Do you think this simple statement would influence their impression of the visit afterwards?  Do any of you work in institutions that encourage you to use specific statements in your interactions with families?  If so, what statement(s)?  Does anyone know of any evidence to support this?
> 
> Julie
> You can follow me on twitter: @donteatmagnets
> 
> ***************************************
> Julie Brown, MD, MPH
> Associate Professor, University of Washington Attending Physician, Pediatric Emergency Medicine, Seattle Children's Hospital,
> 4800 Sand Point Way NE  B-5520,
> Seattle, WA 98105-0371
> Office: (206) 987-4016
> Fax: (206) 729-3070
> 
> 
> 
> CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information protected by law. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.
> 
> 
> For more information, send mail to [log in to unmask]<mailto:[log in to unmask]> with the message: info PED-EM-L The URL for the PED-EM-L Web Page is:
>                https://urldefense.proofpoint.com/v1/url?u=http://listserv.brown.edu/ped-em-l.html&k=lmxj0uloiQslubycBXSv7A%3D%3D%0A&r=s0rtpXmz6gdJndkzjDR2oegjkhD4il1mmtkqgUJRtgO6sO9dQkMcPvESP39bEtSz%0A&m=DSp%2Fb762bZyG4JmMvOD%2BFx%2FqWIffk7VW45IYH8Pc1%2BI%3D%0A&s=a7f96a76ec3d5bdf8232dc8d9dd8d9d1b2573fb253589735ddbf0423501bf3ee
> 
> For more information, send mail to [log in to unmask]<mailto:[log in to unmask]> with the message: info PED-EM-L The URL for the PED-EM-L Web Page is:
>                http://listserv.brown.edu/ped-em-l.html
> 
> 
> 
> 
> Visit us at www.UHhospitals.org<http://www.UHhospitals.org>.
> 
> The enclosed information is STRICTLY CONFIDENTIAL and is intended for the use of the addressee only. University Hospitals and its affiliates disclaim any responsibility for unauthorized disclosure of this information to anyone other than the addressee.
> 
> Federal and Ohio law protect patient medical information, including psychiatric_disorders, (H.I.V) test results, A.I.Ds-related conditions, alcohol, and/or drug_dependence or abuse disclosed in this email. Federal regulation (42 CFR Part 2) and Ohio Revised Code section 5122.31 and
> 3701.243 prohibit disclosure of this information without the specific written consent of the person to whom it pertains, or as otherwise permitted by law.
> 
> For more information, send mail to [log in to unmask]<mailto:[log in to unmask]> with the message: info PED-EM-L The URL for the PED-EM-L Web Page is:
>                http://listserv.brown.edu/ped-em-l.html
> 
> 
> WARNING: This message originated from outside the Northern/Melbourne/Western Health e-mail network. The sender cannot be validated. Caution is advised. Contact IT Services (+61 3 ) 9342 8888 for more information.
> 
> For more information, send mail to [log in to unmask] with the message: info PED-EM-L The URL for the PED-EM-L Web Page is:
>                 http://listserv.brown.edu/ped-em-l.html
> 
> ________________________________
> 
> MULTICAREā€™S SHARED VALUES | Respect | Integrity | Stewardship | Excellence | Collaboration | Kindness
> 
> For more information, send mail to [log in to unmask] with the message: info PED-EM-L
> The URL for the PED-EM-L Web Page is:
>                 http://listserv.brown.edu/ped-em-l.html

For more information, send mail to [log in to unmask] with the message: info PED-EM-L
The URL for the PED-EM-L Web Page is:
                 http://listserv.brown.edu/ped-em-l.html