This document discusses the importance of human interaction in long-term care facilities using the Planetree model. It emphasizes treating residents, families, and staff with care, empathy, and respect. Key aspects of human interaction include getting to know each resident as an individual, engaging them and their families in care planning, and having open communication through staff meetings and rounds. The overall message is that high-quality long-term care depends on prioritizing human relationships and seeing each person's unique perspective.
2. Mission Statement
• The mission statement and core values
consistent with Sharp HealthCare:
“excellence, integrity, caring and
innovation” (Sharp Mission, Vision and
Values, 2012, para.1)
• The LTC unit aim to provide quality
care and services that surpass the
expectations of the residents and their
families, in a caring, expedient,
affordable and accessible manner
4. Human interaction
Planetree is all about…
• Human beings caring for other
human beings
• Creating a healing environment
for our residents, families and
staff members
• ..ResourcesPlanetree Human
Interaction-url.html
5. Human interaction
• Personalized care
• Engage compassion in care
• Understand the resident’s health
care experience – looking at their
perspective
• Listen and learn resident’s stories
• Inform and empower residents,
families and staff
6. Human Interaction
• Initiative action teams are in place
to address resident-centered care
• Interdisciplinary team approach
• Discussion during shift hand-off
reports and staff huddles
• Staff support services considered
by staff as priority areas
• Developed diverse staff
perspectives and engagement
7. Direct open communication
• Walking rounds
• Verbal and written reports/emails
• Staff meetings
• Stand-up meetings/Huddles
8. Direct open Communication
• Staff support the engagement of
residents and family in the care
planning process
• Resident is provided with the
choice of where they are to live,
with staff input
9. Summary
• Human Interaction is the most
important component of Planetree
• It is the way we treat our
residents, families and ourselves
• Key interactions:
Greetings
Hand-offs
Good-byes
11. References
Frampton, S., Gil, H., Gustello, S., Kensey, J., Boudreau-Scott, D., Lepore, M.,
Henfey, A., Krebs, R., Walden, P. M. (2010). Long-term care improvement
guide.
Planetree, Inc. & Picker institute.
Retrieved from http://planetree.org/wp-content/uploads/2011/12/LTC-
Improvement-Guide-For-Download.pdf
Merlino, J. (2013). Empathy: the human connection to patient care. Cleveland Clinic.
Retrieved from http://www.wimp.com/seehearts/
Sharp HealthCare. (2012). Mission vision and values.
Retrieved from http://sharpnet.sharp.com/about/ Mission-Vision-and-
Values.cfm
Editor's Notes
Studies show care & kindness are important in healing
Family has a great impact on healing
Patients/Residents want their families included & involved in decisions
Illness affects the whole family
Feedback is solicited by the members of the action teams from staff, residents, & families: Quality improvement Teams, Reward and Recognition Team, & Garden Club
IDT approach promote continuity of the resident experience
Staff is encouraged to work closely with residents and voice their ideas on how care will be delivered.
There is “care for caregiver plan”: recognizing staff contributions, accomplishments, anniversaries, birthdays, performance, display of behavior standards, must-haves, holiday cruise.
Feedback from staff solicited by Reward and Recognition team.
Opportunities for celebrating resident and employee achievements are personalized by celebrating anniversaries, milestones, good performance,
adherence to hand hygiene, etc ., during monthly meetings or potluck for birthdays participated by staff, residents and families.
Examples of how the staff engagement is validated through a survey instrument showing staff improvement through employee of the month and employee opinion survey (EOS).
These are the effective communication mechanisms to engage all staff in dialogue about organizational priorities:
facilitate caregivers in having information needed to provide personalized care
Ensure the communication is reciprocal.
Resident/family care conferences is the system in place to support the engagement of resident and families in the care planning process
The resident has the opportunity to choose bed placement, roommate, etc.
Human Interaction not only involve the provision of nurturing, compassionate personalized care to residents and families,
But also how staff care for themselves, others
and how organization create a culture which support and nurture their staff.
Those of us in the healthcare profession have always defined quality in terms of outcomes. But outcomes are only half the story; the other half is each patient/resident’s experience.
Patients may not know how to clinically measure outcomes. They may not recognize the technical aspects of a great heart surgery or neurosurgery.
But they can measure their experience. They know if their rooms are clean. They know if people smile at them. They know if people are polite. They understand about food, and about how the organization looks and feels.
Caring for the whole patient /resident calls for kindness, courtesy and empathetic behaviors. It includes wellness, a smoke-free environment, and access to fitness opportunities. It means art, music and architecture that restore the spirit and make human connections.
There’s a whole galaxy of feelings and impressions involved in the healthcare encounter. We have a name for it: “patient/resident human interaction experience.”
