The Blings The Thing

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A method to improve communication and strengthen relationships by using the platnium rule i.e. developing empathy for the other person.

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The Blings The Thing

  1. 1. The bling is the thing a new twist on old rules <ul><li>Contact Information </li></ul><ul><li>David Richardson, Ph.D. </li></ul><ul><li>Health Care Ombudsman – Mediator </li></ul><ul><li>Voice (909) 427-7719 </li></ul><ul><li>Pager (909) 209-1186 </li></ul>
  2. 2. The bling is the thing a new twist on old rules <ul><li>Communication is the single most prevalent factor that interferes with members’, patients’ and families’ ability to perceive a high quality care experience. </li></ul>
  3. 3. The bling is the thing a new twist on old rules <ul><li>Communication facilitates problem solving, collaboration and the ability to adopt another's perspective. </li></ul>
  4. 4. The bling is the thing a new twist on old rules <ul><li>Developing empathy is the ability to adopt and respond to the care perspective of patients, members and families. </li></ul>
  5. 5. The bling is the thing a new twist on old rules <ul><li>Seeing life from patients’ side of the bed and changing accordingly increases their ability to perceive a high quality care experience (HQCE). </li></ul><ul><li>Communication + Empathy = HQCE </li></ul>
  6. 6. The bling is the thing a new twist on old rules <ul><li>A few assumptions: </li></ul><ul><ul><li>Not me but you </li></ul></ul><ul><ul><li>Use your words </li></ul></ul><ul><ul><li>Gooder is better </li></ul></ul><ul><ul><li>Rock and role </li></ul></ul>
  7. 7. The bling is the thing a new twist on old rules <ul><li>Iron Rule </li></ul><ul><ul><li>Might is right </li></ul></ul><ul><ul><li>Stronger over the weaker </li></ul></ul><ul><ul><li>3 ways to do things </li></ul></ul><ul><ul><ul><li>Right way </li></ul></ul></ul><ul><ul><ul><li>Wrong way </li></ul></ul></ul><ul><ul><ul><li>My way </li></ul></ul></ul>
  8. 8. The bling is the thing a new twist on old rules <ul><li>Silver Rule </li></ul><ul><ul><li>The one who controls resources is in control </li></ul></ul><ul><ul><li>If you want what I have …do what I ask </li></ul></ul><ul><ul><li>2 ways to do things </li></ul></ul><ul><ul><ul><li>My way </li></ul></ul></ul><ul><ul><ul><li>No way </li></ul></ul></ul>
  9. 9. The bling is the thing a new twist on old rules <ul><li>Golden Rule </li></ul><ul><ul><li>Doing onto others as …. </li></ul></ul><ul><ul><li>Putting another person in your shoes </li></ul></ul><ul><ul><li>Using your perspective to understand the other </li></ul></ul><ul><ul><li>One way to do things </li></ul></ul><ul><ul><ul><li>What would I like? </li></ul></ul></ul>
  10. 10. The bling is the thing a new twist on old rules <ul><li>Problem with Iron , Silver and Gold </li></ul><ul><li>(Or its good to be King) </li></ul><ul><ul><li>No acknowledgement of individual differences </li></ul></ul><ul><ul><li>All views are not equally valued </li></ul></ul><ul><ul><li>All views are equal </li></ul></ul><ul><ul><li>Your perspective becomes preeminent </li></ul></ul>
  11. 11. The bling is the thing a new twist on old rules <ul><li>Each can be very effective with the right person and circumstance </li></ul><ul><li>Most situations/people could benefit from another method </li></ul>
  12. 12. The bling is the thing a new twist on old rules <ul><li>What’s better than Iron , Silver or Gold ? </li></ul><ul><li>Not Diamonds </li></ul>
  13. 13. The bling is the thing a new twist on old rules <ul><li>What’s better than Iron , Silver or Gold ? </li></ul><ul><li>Not Diamonds </li></ul><ul><li>Platinum </li></ul>
  14. 14. The bling is the thing a new twist on old rules <ul><li>Platinum </li></ul><ul><ul><li>Instead of putting the other in your shoes </li></ul></ul><ul><ul><li>Step into the other person’s shoes </li></ul></ul><ul><ul><li>Walk around a bit </li></ul></ul>
  15. 15. The bling is the thing a new twist on old rules <ul><li>Ask the question </li></ul><ul><ul><li>How would he/she want to be treated </li></ul></ul><ul><ul><li>Place the focus on the other rather than on the self </li></ul></ul>
  16. 16. The bling is the thing a new twist on old rules <ul><li>Given these circumstances, this set of facts, this situation </li></ul><ul><ul><li>What is he feeling? </li></ul></ul><ul><ul><li>What is she thinking? </li></ul></ul><ul><ul><li>What might they need at this time? </li></ul></ul>
  17. 17. The bling is the thing a new twist on old rules <ul><li>Video When things Go Wrong, narrative story of the Immigrant </li></ul><ul><ul><li>What would have improved the family’s care experience? </li></ul></ul><ul><ul><li>What interfered with good communication? </li></ul></ul><ul><ul><li>What did the family expect of the physicians? </li></ul></ul><ul><ul><li>What would have improved the care experience for the family? </li></ul></ul>
  18. 18. The bling is the thing a new twist on old rules <ul><li>Contact Information </li></ul><ul><li>David Richardson, Ph.D. </li></ul><ul><li>Health Care Ombudsman – Mediator </li></ul><ul><li>Voice (909) 427-7719 </li></ul><ul><li>Pager (909) 209-1186 </li></ul>

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