This document discusses the CMS Conditions of Participation regarding hospital grievance processes. It notes that CMS requires hospitals to have a grievance committee and process for prompt resolution of patient grievances. The hospital's governing board must approve the grievance policy and procedure, and either handle grievances itself or delegate this responsibility in writing to a grievance committee. The document provides details on CMS requirements regarding patient notification of rights and the grievance process.
Patient safety- To err is human, building safer health system -IPSGLallu Joseph
The document discusses patient safety in hospitals. It notes that hospitals are complex organizations to manage and medical errors cannot happen. It discusses the importance of teamwork in hospitals and how quality management and accreditation can enhance teamwork. Several international patient safety goals are described, including properly identifying patients, improving communication, safely handling high-alert medications, ensuring safe surgery, reducing healthcare-associated infections, and reducing the risk of patient falls. Building a culture of safety is also emphasized through leadership commitment, encouraging reporting, training, and prioritizing safety issues. The document concludes by reminding readers to treat all patients like family.
Some slides are taken from different textbooks of medicine like Davidson, Kumar and Clark and Oxford, and some from other presentations made by respected tutors. I'm barely responsible for compilation of various resources per my interest. These resources are free for use, and I do not claim any copyright. Hoping knowledge remains free for all, forever.
The document discusses patient safety in healthcare. It defines patient safety and identifies common medical errors. The goals are to establish a culture of safety, minimize errors, and implement standardized practices and reporting. A patient safety committee coordinates these efforts by managing risk, establishing reporting procedures, and collecting/analyzing safety data to identify root causes and implement corrective actions. The leadership role is to create an environment that recognizes safety importance and implements a patient safety program.
Communication is essential in healthcare settings. Effective communication requires properly transferring information from the sender to the receiver. Barriers to communication in healthcare include language barriers, distractions, varying communication styles, and shift changes. Lack of communication can cause medical errors and adverse patient outcomes. Standardized communication tools like SBAR, call-outs, check-backs, and handoffs can improve information exchange between healthcare team members. These tools provide structured frameworks for communicating critical patient information, especially during care transitions.
Effective communication is essential in healthcare and impacts health outcomes, adherence to treatment, and satisfaction for both patients and clinicians. Poor communication can lead to incomplete medical histories, misunderstandings about health problems, and complaints against doctors. Key aspects of good communication include spending sufficient time with patients, understanding their concerns, making them feel comfortable asking questions, and treating them with empathy, care and respect.
This document provides guidelines for various quality and safety practices at a hospital. It discusses proper patient identification procedures, guidelines for verbal and telephone orders, procedures for high alert medications, surgical checklists including site marking and time outs, hand hygiene practices, fall risk assessment and prevention measures, occurrence variance reporting for documenting incidents, and the focus-PDCA methodology for quality improvement. Key areas of focus include correctly identifying patients, improving communication, ensuring surgery and medication safety, reducing healthcare associated infections and patient harm from falls.
Effective communication in patient safety and healthcareTaher Kagalwala
This document discusses strategies for effective communication in healthcare settings. It identifies challenges to communication such as cognitive load, competence, conflict between parties, and organizational pressures. It promotes assertive communication and provides tools for structured communication. The SBARQ technique outlines communicating situation, background, assessment, recommendation and asking questions. The CUS method serves as a signal phrase when a provider is concerned, uncomfortable or feels a situation is unsafe. The two-challenge rule advises communicating up the chain of command if concerns are not addressed after two assertive attempts. Effective communication is key to preventing medical errors and improving patient safety and outcomes.
Patient complaints are inevitable. And when a patient complaint is not effectively managed, unfavorable or harmful consequences can result—noncompliance, dissolving of the patient-physician relationship, litigation, or reduced compensation. Therefore, strong complaint management is a core component for success worth cultivating and honing.
Patient safety- To err is human, building safer health system -IPSGLallu Joseph
The document discusses patient safety in hospitals. It notes that hospitals are complex organizations to manage and medical errors cannot happen. It discusses the importance of teamwork in hospitals and how quality management and accreditation can enhance teamwork. Several international patient safety goals are described, including properly identifying patients, improving communication, safely handling high-alert medications, ensuring safe surgery, reducing healthcare-associated infections, and reducing the risk of patient falls. Building a culture of safety is also emphasized through leadership commitment, encouraging reporting, training, and prioritizing safety issues. The document concludes by reminding readers to treat all patients like family.
Some slides are taken from different textbooks of medicine like Davidson, Kumar and Clark and Oxford, and some from other presentations made by respected tutors. I'm barely responsible for compilation of various resources per my interest. These resources are free for use, and I do not claim any copyright. Hoping knowledge remains free for all, forever.
The document discusses patient safety in healthcare. It defines patient safety and identifies common medical errors. The goals are to establish a culture of safety, minimize errors, and implement standardized practices and reporting. A patient safety committee coordinates these efforts by managing risk, establishing reporting procedures, and collecting/analyzing safety data to identify root causes and implement corrective actions. The leadership role is to create an environment that recognizes safety importance and implements a patient safety program.
Communication is essential in healthcare settings. Effective communication requires properly transferring information from the sender to the receiver. Barriers to communication in healthcare include language barriers, distractions, varying communication styles, and shift changes. Lack of communication can cause medical errors and adverse patient outcomes. Standardized communication tools like SBAR, call-outs, check-backs, and handoffs can improve information exchange between healthcare team members. These tools provide structured frameworks for communicating critical patient information, especially during care transitions.
Effective communication is essential in healthcare and impacts health outcomes, adherence to treatment, and satisfaction for both patients and clinicians. Poor communication can lead to incomplete medical histories, misunderstandings about health problems, and complaints against doctors. Key aspects of good communication include spending sufficient time with patients, understanding their concerns, making them feel comfortable asking questions, and treating them with empathy, care and respect.
This document provides guidelines for various quality and safety practices at a hospital. It discusses proper patient identification procedures, guidelines for verbal and telephone orders, procedures for high alert medications, surgical checklists including site marking and time outs, hand hygiene practices, fall risk assessment and prevention measures, occurrence variance reporting for documenting incidents, and the focus-PDCA methodology for quality improvement. Key areas of focus include correctly identifying patients, improving communication, ensuring surgery and medication safety, reducing healthcare associated infections and patient harm from falls.
Effective communication in patient safety and healthcareTaher Kagalwala
This document discusses strategies for effective communication in healthcare settings. It identifies challenges to communication such as cognitive load, competence, conflict between parties, and organizational pressures. It promotes assertive communication and provides tools for structured communication. The SBARQ technique outlines communicating situation, background, assessment, recommendation and asking questions. The CUS method serves as a signal phrase when a provider is concerned, uncomfortable or feels a situation is unsafe. The two-challenge rule advises communicating up the chain of command if concerns are not addressed after two assertive attempts. Effective communication is key to preventing medical errors and improving patient safety and outcomes.
Patient complaints are inevitable. And when a patient complaint is not effectively managed, unfavorable or harmful consequences can result—noncompliance, dissolving of the patient-physician relationship, litigation, or reduced compensation. Therefore, strong complaint management is a core component for success worth cultivating and honing.
This document discusses patient safety in healthcare. It defines patient safety as the absence of preventable harm during healthcare. It notes that most patient harm is due to systemic flaws rather than individual negligence. It then discusses various types of patient safety concerns like medical errors, adverse events, infections, and falls. International patient safety goals are also presented, such as properly identifying patients, improving communication, and reducing healthcare-associated infections. The document emphasizes that improving safety requires efforts across many areas to protect patients from harm.
- The document discusses a proposed research study to examine the impact of nurse staffing levels on patient safety and mortality. The hypothesis is that regulating the number of patients each nurse cares for will decrease patient mortality and errors.
- The study would take place over 3 years in 300 randomly selected hospitals, comparing patient outcomes when nurse staffing is increased vs normal staffing levels.
- It is expected that better patient outcomes will result from lighter nurse workloads, allowing them to focus more carefully on each patient's health status. Results would be published in nursing journals to contribute to the evidence around optimal nurse staffing.
This document outlines the International Patient Safety Goals which are intended to promote improvements in patient safety. It discusses six key goals: 1) Identifying patients correctly, 2) Improving communication, 3) Improving safety of high-alert medications, 4) Ensuring correct procedures for surgery, 5) Reducing healthcare-associated infections, and 6) Reducing falls. For each goal, it provides a brief description of the goal and requirements for implementation. The overall purpose is to highlight areas of risk in healthcare and provide evidence-based solutions to improve patient safety.
This document discusses effective communication in healthcare. It identifies three components of communication: the sender, receiver, and message. In a doctor-patient interaction, the doctor is both the sender and receiver of information, so ensuring a shared understanding is important. Some keys to effective communication include: establishing rapport, active listening, body language, empathy, avoiding medical jargon, and addressing questions. Proper communication is also important for patient safety, such as during handovers which can utilize the ISBAR method. Special situations like breaking bad news require protocols to ensure compassionate and clear information sharing. Barriers to communication like language differences and disabilities also must be addressed.
effective risk management systems can best be achieved in an atmosphere of trust.
Successful risk management provides assurance that the organisation’s objectives will be
achieved within an acceptable degree of residual risk.13 It also creates an environment in which
quality improvement occurs as the natural consequence of the identification, assessment and
elimination or minimisation of risk. Risk management can therefore also be considered as an
aspect of the organisation’s ongoing continuous quality improvement program.
This document provides an overview of healthcare risk management and the risk management process. It discusses key topics including:
- The objectives of risk management which are to prevent risks, control risks, finance risks, and analyze risks retrospectively and prospectively.
- The definition of risk management and the important role it plays in protecting healthcare organizations from financial losses.
- The five steps of the risk management process: identify risks, examine techniques to manage risks, select techniques, implement techniques, and monitor/improve the program.
- Methods for identifying risks such as incident reporting systems and occurrence screening to facilitate early risk identification and risk reduction.
This document summarizes the key points from a document about patient safety goals for 2010. It discusses goals around improving patient identification, communication among caregivers, medication safety, reducing healthcare associated infections, medication reconciliation, and identifying patients at risk for suicide. The goals cover topics like using two patient identifiers, reporting critical test results in a timely manner, properly labeling medications, implementing best practices to prevent infections from multi-drug resistant organisms and central lines, and reconciling medications when patients transfer between care settings.
Patient Satisfaction deals with how patients evaluate the quality of their healthcare experience. It is mainly assessed by conducting Patient Satisfaction Surveys using Healthcare Survey Software to determine the high quality of care, in addition to numerous other dimensions of quality, such as relevance to need, effectiveness, and efficiency.
This document discusses various aspects of healthcare communication including:
1. The importance of communication in healthcare and how it helps patients feel at ease, in control, and valued.
2. The different methods of communication including non-verbal communication, verbal communication, questioning, electronic communication, and written communication.
3. Key aspects of communication like listening, attending to patient complaints, and guidelines for responding to complaints.
4. The importance of record keeping in healthcare for continuity of care, documenting care provided, and having accurate records in case of complaints. Barriers to communication and strategies to improve team communication are also addressed.
Wood County Hospital scored 72.3% on patient responsiveness according to HCAHPS surveys, below the 80% CMS requirement. A study was conducted to analyze call light response times, who answers call lights, and hourly rounding adherence. Recommendations include implementing individual nurse communication devices to improve response times and patient satisfaction scores, helping the hospital meet CMS standards and increase reimbursement. Changing to a new communication system requires using the Transtheoretical Model of behavior change to successfully adopt the new approach.
This document discusses various aspects of patient safety, including definitions, challenges, common errors, and strategies to improve safety. It defines patient safety as efforts to reduce unsafe acts in healthcare and describes how both active errors and latent system failures can lead to accidents. The document outlines factors that contribute to errors, such as complexity, limited knowledge, and human factors. It also discusses approaches to improving safety through a culture of safety, disclosure of errors, human factors engineering, and use of checklists and protocols.
The document summarizes a study analyzing 642 medical error cases in Saudi Arabia. The study found that 20.4% of errors occurred in operating rooms, while 18% were in emergency rooms and 25% in surgery and obstetrics. Nearly half (46.5%) of cases involved patients aged 20-50 years. Common types of medical errors discussed include medication errors, surgical mistakes, and diagnostic errors. Specific examples are provided like a patient receiving an overdose of methotrexate which resulted in death. The presentation emphasizes the importance of patient safety and prevention of errors through techniques like using the 5Rs rule of administering the right medication to the right patient in the right dose via the right route at the right time.
Medical Errors within the U.S. Healthcare SystemTerry Coulon
The document proposes an "All Hands on Deck" plan to reduce medical errors in hospitals. The 4 part plan involves teams analyzing error data, implementing a voluntary reporting bill in all states, increased oversight of health business groups, and FDA approval of health IT systems. It aims to comprehensively target errors at state and federal levels. If rejected by Congress, an alternative plan involves information sessions at hospitals ranked high for errors. The plan's benefits include its collaborative approach across agencies and states. Its costs are under $1 million, but it does not address nursing home errors or ensure hospitals' budget support.
Importance of financial counselling in hospital.pptxShwethaGeorge2
Hospitals are one of the most important socioeconomic activities that requires good efficiency and administration.
Patients' well-being is harmed when they face financial hardships while receiving treatment in a hospital
A financial counsellor provides financial counselling and help the patients regarding medical expenses.
The goal of this case study is to assess the value of financial counselling in healthcare industry.
The document discusses patient safety definitions, goals, and best practices. It defines patient safety as working to avoid, manage, and treat unsafe acts in healthcare through the use of best practices leading to optimal patient outcomes. The goals are to provide a safe environment for all individuals by promoting a proactive, non-punitive culture that facilitates reporting of hazards, errors, near-misses, and other unsafe conditions. Key aspects that should be reported include unanticipated outcomes, infections, errors, near misses, and safety concerns. Effective communication, identifying patients correctly, improving medication safety, ensuring correct procedures, reducing infections, and mitigating fall risks are emphasized as important areas of focus.
Quality and safety, Vision 2025, Specific challenges of Nursing on quality, Quality improvement division, Fish bone technique,QI model, PDCA, Role of Nurse, Empowerment, Nursing positioning and policies,
The document discusses international patient safety goals in hospital settings. It outlines 6 main goals: [1] Identify patients correctly; [2] Improve communication among caregivers; [3] Improve safety of high-alert medications; [4] Ensure correct procedures and patients; [5] Reduce health care-associated infections; [6] Reduce risk of falls. The goals aim to prevent medical errors and harm to patients by establishing safety protocols for identification, communication, medication use, surgery, infection control, and fall prevention.
The document discusses various challenges faced by hospitals in achieving NABH accreditation. Some of the key challenges mentioned are: lack of a team approach and proper project planning for accreditation; incorrect gap analysis of NABH standards; dealing with inertia from clinicians and staff; inconsistent processes due to lack of SOPs and training; and unsafe facility environment issues like blocked fire exits and improper electrical safety. The document provides suggestions on addressing these challenges through measures like decentralizing accreditation tasks, conducting proper gap analysis, developing SOPs and training programs, and ensuring staff involvement and buy-in for quality improvement.
This document discusses communication in the healthcare field. It explains that most healthcare organizations rely primarily on face-to-face communication and phone calls to share patient information, as use of electronic records is still limited. The document also evaluates different communication channels like telephone services and video-conferencing used between healthcare facilities. It notes that ineffective communication can lead to many in-hospital deaths each year.
Santevita Hospital uses various formal and informal communication techniques. Formal communication is typically done through emails and circulars, while informal meetings and a program called "Mother Umbrella" also facilitate communication. Training programs help enhance staff communication skills. Lateral communication between departments ensures smooth coordination and problem-solving. Santevita communicates with clients through marketing and emphasizes word-of-mouth recommendations.
- Hospitals are complex organizations made up of individuals with different skills, knowledge, and social statuses. This leads to inevitable conflicts between staff members and units.
- Conflict is an accepted part of any group effort and can have both positive and negative effects if properly or improperly managed. The causes of conflict are often due to organizational structures, authority, roles, and specialization.
- Effective conflict management requires understanding different perspectives, open communication between parties, and finding integrative solutions that allow both sides to achieve their objectives through a cooperative "win-win" approach rather than a competitive "win-lose" one.
This document discusses patient safety in healthcare. It defines patient safety as the absence of preventable harm during healthcare. It notes that most patient harm is due to systemic flaws rather than individual negligence. It then discusses various types of patient safety concerns like medical errors, adverse events, infections, and falls. International patient safety goals are also presented, such as properly identifying patients, improving communication, and reducing healthcare-associated infections. The document emphasizes that improving safety requires efforts across many areas to protect patients from harm.
- The document discusses a proposed research study to examine the impact of nurse staffing levels on patient safety and mortality. The hypothesis is that regulating the number of patients each nurse cares for will decrease patient mortality and errors.
- The study would take place over 3 years in 300 randomly selected hospitals, comparing patient outcomes when nurse staffing is increased vs normal staffing levels.
- It is expected that better patient outcomes will result from lighter nurse workloads, allowing them to focus more carefully on each patient's health status. Results would be published in nursing journals to contribute to the evidence around optimal nurse staffing.
This document outlines the International Patient Safety Goals which are intended to promote improvements in patient safety. It discusses six key goals: 1) Identifying patients correctly, 2) Improving communication, 3) Improving safety of high-alert medications, 4) Ensuring correct procedures for surgery, 5) Reducing healthcare-associated infections, and 6) Reducing falls. For each goal, it provides a brief description of the goal and requirements for implementation. The overall purpose is to highlight areas of risk in healthcare and provide evidence-based solutions to improve patient safety.
This document discusses effective communication in healthcare. It identifies three components of communication: the sender, receiver, and message. In a doctor-patient interaction, the doctor is both the sender and receiver of information, so ensuring a shared understanding is important. Some keys to effective communication include: establishing rapport, active listening, body language, empathy, avoiding medical jargon, and addressing questions. Proper communication is also important for patient safety, such as during handovers which can utilize the ISBAR method. Special situations like breaking bad news require protocols to ensure compassionate and clear information sharing. Barriers to communication like language differences and disabilities also must be addressed.
effective risk management systems can best be achieved in an atmosphere of trust.
Successful risk management provides assurance that the organisation’s objectives will be
achieved within an acceptable degree of residual risk.13 It also creates an environment in which
quality improvement occurs as the natural consequence of the identification, assessment and
elimination or minimisation of risk. Risk management can therefore also be considered as an
aspect of the organisation’s ongoing continuous quality improvement program.
This document provides an overview of healthcare risk management and the risk management process. It discusses key topics including:
- The objectives of risk management which are to prevent risks, control risks, finance risks, and analyze risks retrospectively and prospectively.
- The definition of risk management and the important role it plays in protecting healthcare organizations from financial losses.
- The five steps of the risk management process: identify risks, examine techniques to manage risks, select techniques, implement techniques, and monitor/improve the program.
- Methods for identifying risks such as incident reporting systems and occurrence screening to facilitate early risk identification and risk reduction.
This document summarizes the key points from a document about patient safety goals for 2010. It discusses goals around improving patient identification, communication among caregivers, medication safety, reducing healthcare associated infections, medication reconciliation, and identifying patients at risk for suicide. The goals cover topics like using two patient identifiers, reporting critical test results in a timely manner, properly labeling medications, implementing best practices to prevent infections from multi-drug resistant organisms and central lines, and reconciling medications when patients transfer between care settings.
Patient Satisfaction deals with how patients evaluate the quality of their healthcare experience. It is mainly assessed by conducting Patient Satisfaction Surveys using Healthcare Survey Software to determine the high quality of care, in addition to numerous other dimensions of quality, such as relevance to need, effectiveness, and efficiency.
This document discusses various aspects of healthcare communication including:
1. The importance of communication in healthcare and how it helps patients feel at ease, in control, and valued.
2. The different methods of communication including non-verbal communication, verbal communication, questioning, electronic communication, and written communication.
3. Key aspects of communication like listening, attending to patient complaints, and guidelines for responding to complaints.
4. The importance of record keeping in healthcare for continuity of care, documenting care provided, and having accurate records in case of complaints. Barriers to communication and strategies to improve team communication are also addressed.
Wood County Hospital scored 72.3% on patient responsiveness according to HCAHPS surveys, below the 80% CMS requirement. A study was conducted to analyze call light response times, who answers call lights, and hourly rounding adherence. Recommendations include implementing individual nurse communication devices to improve response times and patient satisfaction scores, helping the hospital meet CMS standards and increase reimbursement. Changing to a new communication system requires using the Transtheoretical Model of behavior change to successfully adopt the new approach.
This document discusses various aspects of patient safety, including definitions, challenges, common errors, and strategies to improve safety. It defines patient safety as efforts to reduce unsafe acts in healthcare and describes how both active errors and latent system failures can lead to accidents. The document outlines factors that contribute to errors, such as complexity, limited knowledge, and human factors. It also discusses approaches to improving safety through a culture of safety, disclosure of errors, human factors engineering, and use of checklists and protocols.
The document summarizes a study analyzing 642 medical error cases in Saudi Arabia. The study found that 20.4% of errors occurred in operating rooms, while 18% were in emergency rooms and 25% in surgery and obstetrics. Nearly half (46.5%) of cases involved patients aged 20-50 years. Common types of medical errors discussed include medication errors, surgical mistakes, and diagnostic errors. Specific examples are provided like a patient receiving an overdose of methotrexate which resulted in death. The presentation emphasizes the importance of patient safety and prevention of errors through techniques like using the 5Rs rule of administering the right medication to the right patient in the right dose via the right route at the right time.
Medical Errors within the U.S. Healthcare SystemTerry Coulon
The document proposes an "All Hands on Deck" plan to reduce medical errors in hospitals. The 4 part plan involves teams analyzing error data, implementing a voluntary reporting bill in all states, increased oversight of health business groups, and FDA approval of health IT systems. It aims to comprehensively target errors at state and federal levels. If rejected by Congress, an alternative plan involves information sessions at hospitals ranked high for errors. The plan's benefits include its collaborative approach across agencies and states. Its costs are under $1 million, but it does not address nursing home errors or ensure hospitals' budget support.
Importance of financial counselling in hospital.pptxShwethaGeorge2
Hospitals are one of the most important socioeconomic activities that requires good efficiency and administration.
Patients' well-being is harmed when they face financial hardships while receiving treatment in a hospital
A financial counsellor provides financial counselling and help the patients regarding medical expenses.
The goal of this case study is to assess the value of financial counselling in healthcare industry.
The document discusses patient safety definitions, goals, and best practices. It defines patient safety as working to avoid, manage, and treat unsafe acts in healthcare through the use of best practices leading to optimal patient outcomes. The goals are to provide a safe environment for all individuals by promoting a proactive, non-punitive culture that facilitates reporting of hazards, errors, near-misses, and other unsafe conditions. Key aspects that should be reported include unanticipated outcomes, infections, errors, near misses, and safety concerns. Effective communication, identifying patients correctly, improving medication safety, ensuring correct procedures, reducing infections, and mitigating fall risks are emphasized as important areas of focus.
Quality and safety, Vision 2025, Specific challenges of Nursing on quality, Quality improvement division, Fish bone technique,QI model, PDCA, Role of Nurse, Empowerment, Nursing positioning and policies,
The document discusses international patient safety goals in hospital settings. It outlines 6 main goals: [1] Identify patients correctly; [2] Improve communication among caregivers; [3] Improve safety of high-alert medications; [4] Ensure correct procedures and patients; [5] Reduce health care-associated infections; [6] Reduce risk of falls. The goals aim to prevent medical errors and harm to patients by establishing safety protocols for identification, communication, medication use, surgery, infection control, and fall prevention.
The document discusses various challenges faced by hospitals in achieving NABH accreditation. Some of the key challenges mentioned are: lack of a team approach and proper project planning for accreditation; incorrect gap analysis of NABH standards; dealing with inertia from clinicians and staff; inconsistent processes due to lack of SOPs and training; and unsafe facility environment issues like blocked fire exits and improper electrical safety. The document provides suggestions on addressing these challenges through measures like decentralizing accreditation tasks, conducting proper gap analysis, developing SOPs and training programs, and ensuring staff involvement and buy-in for quality improvement.
This document discusses communication in the healthcare field. It explains that most healthcare organizations rely primarily on face-to-face communication and phone calls to share patient information, as use of electronic records is still limited. The document also evaluates different communication channels like telephone services and video-conferencing used between healthcare facilities. It notes that ineffective communication can lead to many in-hospital deaths each year.
Santevita Hospital uses various formal and informal communication techniques. Formal communication is typically done through emails and circulars, while informal meetings and a program called "Mother Umbrella" also facilitate communication. Training programs help enhance staff communication skills. Lateral communication between departments ensures smooth coordination and problem-solving. Santevita communicates with clients through marketing and emphasizes word-of-mouth recommendations.
- Hospitals are complex organizations made up of individuals with different skills, knowledge, and social statuses. This leads to inevitable conflicts between staff members and units.
- Conflict is an accepted part of any group effort and can have both positive and negative effects if properly or improperly managed. The causes of conflict are often due to organizational structures, authority, roles, and specialization.
- Effective conflict management requires understanding different perspectives, open communication between parties, and finding integrative solutions that allow both sides to achieve their objectives through a cooperative "win-win" approach rather than a competitive "win-lose" one.
Industrial Disputes: Dispute Settlement Methods and MachineryAjay Ram
This document discusses various methods for resolving industrial disputes between employers and employees, including collective bargaining, grievance procedures, conciliation, arbitration, and adjudication. It also defines key related terms like strikes, lockouts, layoffs, and retrenchment. Specifically, it provides 3 sentences on conciliation: Conciliation is a process by which representatives of workers and employers are brought together before a third party to resolve disputes through mutual discussion. The third party may be an individual or group aimed at persuading the parties to reach an agreement. Conciliation officers and boards can be appointed by the government to mediate in industrial disputes.
This document discusses various methods for settling industrial disputes, including both non-state and state intervention approaches. Non-state approaches include collective bargaining without conciliation, and voluntary arbitration. State intervention approaches discussed include compulsory establishment of bipartite committees, compulsory collective bargaining, compulsory investigation, compulsory conciliation and mediation, and compulsory arbitration or adjudication. The document also provides details on collective bargaining, voluntary arbitration, and machinery for dispute settlement in India such as standing orders, grievance procedures, and codes of discipline.
The document discusses key definitions and concepts from the Industrial Disputes Act, 1947 in India, including definitions of industrial disputes, strikes, lock-outs, layoffs, and the machinery established under the Act for resolving disputes. It provides details on authorities like Works Committees, Conciliation Officers, Boards of Conciliation, Courts of Inquiry, Labour Courts, and Industrial Tribunals that are involved in conciliation and adjudication of disputes. It also explains provisions around illegal strikes and lockouts as well as disputes in public utility services.
An industrial dispute is a conflict between management and workers regarding terms of employment that can result in industrial actions like strikes or lockouts. Disputes generally arise due to issues like poor wages or working conditions. They negatively impact both parties through lost production and profits for management, and lost wages and hardship for workers. Industrial disputes are classified as interest disputes involving negotiations over new terms, or grievance disputes regarding unfair treatment. Common causes of disputes include industrial factors, management attitudes, government failures, and union rivalries. Strikes are a legitimate worker action that temporarily halt work in order to pressure employers, while lockouts are management imposing work stoppages.
The document summarizes key aspects of the Industrial Disputes Act 1947 in India. It defines industrial disputes, outlines the objectives to promote industrial harmony, and describes the types of industrial disputes that can arise. It also explains the authorities and mechanisms established for resolving industrial disputes, including prohibitions on strikes and lockouts, voluntary arbitration, and adjudication through labor courts, tribunals, and national tribunals.
The document discusses grievances and grievance handling procedures. It defines a grievance as a formal dispute between an employee and management regarding employment conditions. Grievances must fall under categories like compensation, working conditions, discipline, etc. The document outlines the W's of grievance handling, guidance for writing grievances, common reasons for grievances like economic factors and supervision, sources of grievances, effects on production and employees, dos and don'ts, benefits, identification techniques, common grievance redressal structures, and typical multi-step grievance procedures used in unionized organizations.
1) Industrial disputes mainly arise between employers and employees regarding employment issues like wages, hours, terms of employment.
2) Causes of industrial disputes include industrial factors like dismissal or wages; management attitude like unwillingness to negotiate; issues with government machinery; and other factors like political instability.
3) Preventive measures for industrial disputes include appointing welfare officers, establishing tripartite and bipartite bodies for consultation, implementing standing orders to regulate employment conditions, having grievance procedures to address employee issues, and engaging in collective bargaining between unions and management.
The document defines key terms related to industrial disputes and the Industrial Disputes Act of 1947 in India such as industrial dispute, workman, wages, and public utility service. It outlines the objectives of the act to promote amity between employers and workers. It describes features such as encouraging arbitration, setting up works committees, and empowering government authorities to resolve disputes. Finally, it explains the various authorities established under the act to handle different types and levels of disputes, such as conciliation officers, boards of conciliation, courts of inquiry, labour courts, and national tribunals.
The document discusses issues and suggestions regarding India's draft Charter of Patients' Rights. It provides clarification questions and comments on 10 rights outlined in the charter, including the rights to information, medical records, emergency care, informed consent, confidentiality, non-discrimination, safety standards, choice of treatment sources, discharge from the hospital, and other points. The document emphasizes making rights definitions clearer, addressing complex healthcare scenarios, and balancing patient and hospital responsibilities.
The document discusses proposed guidelines for patients' rights in India as drafted by the National Human Rights Commission. It provides commentary and suggestions for clarifying and strengthening several aspects of the draft guidelines. Key points addressed include clarifying informed consent procedures for those unable to consent, defining basic emergency care, timelines for access to medical records, and ensuring non-discrimination on various grounds including economic status. Fulfilling patients' rights in hospitals is complex due to various scenarios, so the document aims to simplify rights and provide guidance for healthcare providers.
The document discusses a draft "Charter of Patients' Rights" published by the Ministry of Health and Family Welfare in India. It provides feedback and suggestions to clarify and strengthen several rights outlined in the charter, including the right to information, access to medical records, emergency care, informed consent, confidentiality, non-discrimination, safety standards, choice of treatment sources, and discharge from the hospital. The feedback addresses how to fulfill patients' rights for those incapable of consent, situations requiring urgent care without consent, and other complex healthcare scenarios. Clarifying the charter aims to better protect patients' rights while accounting for practical realities in healthcare.
Medical law in India concerns the rights and responsibilities of medical professionals and the rights of patients. The main branches are tort law and criminal law as they relate to medical practice and treatment. Indian medical law also aims to ensure universal healthcare access. Key patient rights under Indian medical law include the right to information, medical records, emergency care, informed consent, confidentiality, non-discrimination, safety standards, alternative treatment options, second opinions, and transparency in treatment costs. The goal of medical law in India is to enhance healthcare access and welfare for all citizens.
The document discusses patient rights and consumer protection laws in India. It outlines the Patient's Bill of Rights adopted in 1998 to protect ethics in healthcare. The key rights include privacy, informed consent, and quality care without discrimination. It also describes the Consumer Protection Act of 1986, which established forums to address consumer grievances in defective goods and services. Under the Act, medical services are included, allowing for compensation in cases of medical negligence.
The document discusses a patient's bill of rights, including defining rights and bills of rights. It outlines specific rights patients have, such as the right to informed consent, privacy, choosing treatment methods, and accessing their medical documents. The purposes of a patient bill of rights are to make patients aware of their rights, ensure dignity and respect, and legally protect both patients and healthcare providers. Nurses play an important role in implementing patient rights and ensuring patients understand their rights.
· Patient Self-Determination Act (1990)· Health Insurance Portab.docxoswald1horne84988
· Patient Self-Determination Act (1990)
· Health Insurance Portability and Accountability Act of 1996 (HIPAA)
· confidentiality and access to medical records
· advance directives for health care
· end-of-life; do not resuscitate (DNR)
· Emergency Medical Treatment and Active Labor Act (EMTALA) (1986)
· patient’s consent to care
· culturally and linguistically appropriate services (CLAS) standards in health and health care
Under a patchwork of laws, regulations, and ethical obligations, health service organizations have a responsibility to provide health services to patients. For example, the Joint Commission’s standards on patient rights and responsibilities address a provider’s obligation to keep patients informed and to effectively communicate with them. Patients have the right to participate in care decisions; the right to know care providers; and the right to informed consent. One federal law embraces these values: the Patient Self-Determination Act of 1990 (PSDA). The PSDA requires that health care organizations that receive Medicare and Medicaid funding provide information to patients about their right to accept or refuse life-sustaining treatments and their option to complete advance directives. Autonomy, or self-determination, is an underlying principle and obligation requiring that (1) patients participate in communications that allow for informational exchanges, with medical advice, and (2) patients are able to elect interventions. Patient-informed consent to care is a doctrine whereby the risks of the treatment, benefits of the treatment, and treatment alternatives must be disclosed to and acknowledged by the patient. This doctrine is based in case law, which is the legislative branch’s interpretation of codified laws. The body of rulings from key court cases produces useful information on legal expectation and the enforcement mechanisms in the law.
Patients also determine their own end-of-life decisions based on their values and belief systems and not necessarily the provider’s code of ethics. As set forth in the PSDA, a patient’s wishes can be communicated through advanced directives, a durable power of attorney for health care, or a living will, as well as a do not resuscitate (DNR) order. These directives can be reduced to writing or can be an oral statement; both are legally binding in most jurisdictions. Providers are generally obligated to respect the patient’s wishes even when those wishes are counter to the provider’s personal values, the standard of care, and, at times, hospital procedure. It is critical that managers be aware of and provide operating guidance for health care organizations and providers about patient’s rights and preferences, especially at life’s end.
Managers may be called in to mediate cultural, ethnic, and religious influences on patient and provider decision making. Health organizations and providers who recognize individuals’ cultural beliefs, values, attitudes, traditions, and language preferences c.
Patient Rights outline basic rules between patients and medical caregivers as well as institutions to improve patient outcomes. They are based on the concept of human dignity and equality from the Universal Declaration of Human Rights. Patient Rights vary between countries and regions depending on cultural and social norms but generally include rights like access to treatment, privacy, non-discrimination, and taking part in treatment decisions. Both the U.S. and European perspectives on Patient Rights establish lists of rights and responsibilities in an effort to protect patients and support high quality healthcare.
5 The Physician–Patient Relationship Learning Objectives After.docxalinainglis
5 The Physician–Patient Relationship
Learning Objectives
After completing this chapter, you will be able to:
· 1. Define the key terms.
· 2. Describe the rights a physician has when practicing medicine and when accepting a patient.
· 3. Discuss the nine principles of medical ethics as designated by the American Medical Association (AMA).
· 4. Summarize “A Patient’s Bill of Rights.”
· 5. Understand standard of care and how it is applied to the practice of medicine.
· 6. Discuss three patient self-determination acts.
· 7. Describe the difference between implied consent and informed consent.
Key Terms
Abandonment
Acquired immune deficiency syndrome (AIDS)
Advance directive
Against medical advice (AMA)
Agent
Consent
Do not resuscitate (DNR)
Durable power of attorney
Human immunodeficiency
virus (HIV)
Implied consent
Informed (or expressed)
consent
Incompetent patient
In loco parentis
Living will
Minor
Noncompliant patient
Parens patriae authority
Privileged communication
Prognosis
Proxy
Uniform Anatomical Gift Act
THE CASE OF DAVID Z. AND AMYOTROPHIC LATERAL SCLEROSIS (ALS)
David, who has suffered with ALS for 20 years, is now hospitalized in a private religious hospital on a respirator. He spoke with his physician before he became incapacitated and asked that he be allowed to die if the suffering became too much for him. The physician agreed that, while he would not give David any drugs to assist a suicide, he would discontinue David’s respirator if asked to do so. David has now indicated through a prearranged code of blinking eye movements that he wants the respirator discontinued. David had signed his living will before he became ill, indicating that he did not want extraordinary means keeping him alive.
The nursing staff has alerted the hospital administrator about the impending discontinuation of the respirator. The administrator tells the physician that this is against the hospital’s policy. She states that once a patient is placed on a respirator, the family must seek a court order to have him or her removed from this type of life support. In addition, it is against hospital policy to have any staff members present during such a procedure. After consulting with the family, the physician orders an ambulance to transport the patient back to his home, where the physician discontinues the life support.
· 1. What were the primary concerns of the hospital?
· 2. What was the physician’s primary concern?
· 3. When should the discussion about the patient’s future plans have taken place with the hospital administrator?
Introduction
Few topics are as important as the physician–patient relationship. This relationship impacts the entire healthcare team. All healthcare professionals who interact with the patient must understand their responsibilities to both the patient and the physician. The patient’s right to confidentiality must always be paramount.
The first physicians were “medicine men,” witch doctors, or sorcerers. The physician–pa.
PRESENTATION ON Patients right and responsibilitiesBhavaniBangaram1
The document provides an overview of patient rights, including definitions, purposes, and key areas. It defines a patient as a person receiving medical treatment and outlines some basic patient rights such as privacy, informed consent, and quality care. It discusses the nurse's role in safeguarding patient rights and protecting patients from unethical practices. The presentation aims to help patients feel more confident in the healthcare system and stress the important relationship between patients and providers.
The document discusses patients' rights according to the American Hospital Association. It summarizes the key points of the Patient Care Partnership developed by the AHA, which informs patients of their rights and expectations during their hospital stay, including the right to high quality care, a clean and safe environment, involvement in their care, privacy, and help upon discharge. The document also lists the basic principles that Sandhills Endoscopy Center staff should follow to respect patients' rights and expectations as outlined in the Patient Care Partnership, such as treating patients with courtesy and respect, listening to patients, and maintaining privacy.
Patients have several important legal rights regarding their healthcare. These rights stem from human rights, constitutional rights, consumer protection laws, and medical ethics codes. Some key rights include the right to confidentiality, informed consent, and consideration and respect during treatment. Patients should take steps to protect their rights such as understanding consent forms, requesting medical records, and addressing any complaints at the hospital level before pursuing legal action. Special protections also exist for patients related to HIV/AIDS status, clinical trials participation, and examinations by doctors of a different gender.
Patient's rights are policies that protect patients and their families and ensure ethical care. They include the right to respect and non-discrimination, quality care, information and communication, participation in treatment decisions, the ability to refuse treatment, make complaints, request transfers or discharge, and know financial obligations. Understanding patient's rights is important for healthcare providers to respect patients and provide excellent care.
The document discusses patients' rights and responsibilities in healthcare. It outlines the evolution of patients' rights in the US beginning in the 1960s. It then lists the rights included in the American Hospital Association's first Patient's Bill of Rights from 1973, such as the right to privacy, informed consent, and confidentiality. The document also discusses nurses' legal roles and responsibilities in ensuring quality care and avoiding malpractice. It addresses the ethics of protecting patients' dignity, providing individualized care, and respecting their independence.
Hidden Risk Area: Grievances- Are you Prepared for a Survey?PYA, P.C.
PYA Consulting Manager Susan Thomas co-presented with Sheila Limmroth of DCH Health System on “Hidden Risk Area: Patient Grievances–Are You Prepared for a Survey?” Their presentation focused on the following objectives:
-Define CMS expectations for a patient grievance process and how to use the guidance as a compliance work plan auditing tool.
-Discuss what state auditors review when they come onsite to assess your patient grievance process.
-Consider the role of compliance in the patient grievance process.
This document discusses informed consent and refusal of treatment issues. It begins by defining informed consent as a process where a health care provider discloses appropriate information to a competent patient so they can voluntarily accept or refuse treatment. It notes that consent was not historically required, as professionals were expected to determine treatment themselves, but it became important in the 20th century. The document then outlines the legal requirements for informed consent, including adequately informing patients and obtaining consent except in emergencies. It discusses standards for informed consent, including the professional standard of disclosing what colleagues would and the reasonable person standard of disclosing what patients need to make an informed choice. The document analyzes cases involving these standards and issues like ensuring understanding and voluntary consent.
Tom Culmo is a personal injury lawyer who believes that every human being deserves to be treated with respect when entering a hospital or health care facility. The Florida Patient's Bill of Right's is a step in the right direction and everyone should be aware of existence.
This document discusses litigation in the field of gynaecology. It begins by noting that obstetrics and gynaecology has a reputation as a highly litigious specialty. It then discusses some of the common reasons why doctors are sued, including accountability, the need for explanation, concern over standards of care, and compensation. The document outlines the typical stages of a medical claim and summarizes several important legal cases that have influenced medico-legal rulings. It also discusses factors that commonly lead to claims in gynaecology, such as issues with consent, sterilization procedures, and laparoscopic surgeries.
American Hospital AssociationMANAGEMENTADVISORYA Patient’s Bil.docxgalerussel59292
American Hospital Association
MANAGEMENTADVISORY
A Patient’s Bill of Rights
A Patient's Bill of Rights was first adopted by the
American Hospital Association in 1973.
This revision was approved by the AHA Board of Trustees on October 21, 1992.
Introduction
Effective health care requires collaboration between patients and physicians and other health care professionals. Open and honest communication, respect for personal and professional values, and sensitivity to differences are integral to optimal patient care. As the setting for the provision of health services, hospitals must provide a foundation for understanding and respecting the rights and responsibilities of patients, their families, physicians, and other caregivers. Hospitals must ensure a health care ethic that respects the role of patients in decision making about treatment choices and other aspects of their care. Hospitals must be sensitive to cultural, racial, linguistic, religious, age, gender, and other differences as well as the needs of persons with disabilities.
The American Hospital Association presents A Patient's Bill of Rights with the expectation that it will contribute to more effective patient care and be supported by the hospital on behalf of the institution, its medical staff, employees, and patients. The American Hospital Association encourages health care institutions to tailor this bill of rights to their patient community by translating and/or simplifying the language of this bill of rights as may be necessary to ensure that patients and their families understand their rights and responsibilities.
Bill of Rights
These rights can be exercised on the patient’s behalf by a designated surrogate or proxy decision maker if the patient lacks decision-making capacity, is legally incompetent, or is a minor.
1. The patient has the right to considerate and respectful care.
2. The patient has the right to and is encouraged to obtain from physicians and other direct caregivers relevant, current, and understandable information concerning diagnosis, treatment, and prognosis.
Except in emergencies when the patient lacks decision-making capacity and the need for treatment is urgent, the patient is entitled to the opportunity to discuss and request information related to the specific procedures and/or treatments, the risks involved, the possible length of recuperation, and the medically reasonable alternatives and their accompanying risks and benefits.
Patients have the right to know the identity of physicians, nurses, and others involved in their care, as well as when those involved are students, residents, or other trainees. The patient also has the right to know the immediate and long-term financial implications of treatment choices, insofar as they are known.
3. The patient has the right to make decisions about the plan of care prior to and during the course of treatment and to refuse a recommended treatment or plan of care to the extent permitted by law and hospital polic.
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxEduSkills OECD
Iván Bornacelly, Policy Analyst at the OECD Centre for Skills, OECD, presents at the webinar 'Tackling job market gaps with a skills-first approach' on 12 June 2024
Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...PECB
Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency.
Certified as an ISO/IEC 27001: Information Security Management Systems (ISMS) Lead Implementer, Data Protection Officer, and Cyber Risks Analyst, Denis brings a heightened focus on data security, privacy, and cyber resilience to every endeavor.
His expertise extends across a diverse spectrum of reporting, database, and web development applications, underpinned by an exceptional grasp of data storage and virtualization technologies. His proficiency in application testing, database administration, and data cleansing ensures seamless execution of complex projects.
What sets Denis apart is his comprehensive understanding of Business and Systems Analysis technologies, honed through involvement in all phases of the Software Development Lifecycle (SDLC). From meticulous requirements gathering to precise analysis, innovative design, rigorous development, thorough testing, and successful implementation, he has consistently delivered exceptional results.
Throughout his career, he has taken on multifaceted roles, from leading technical project management teams to owning solutions that drive operational excellence. His conscientious and proactive approach is unwavering, whether he is working independently or collaboratively within a team. His ability to connect with colleagues on a personal level underscores his commitment to fostering a harmonious and productive workplace environment.
Date: May 29, 2024
Tags: Information Security, ISO/IEC 27001, ISO/IEC 42001, Artificial Intelligence, GDPR
-------------------------------------------------------------------------------
Find out more about ISO training and certification services
Training: ISO/IEC 27001 Information Security Management System - EN | PECB
ISO/IEC 42001 Artificial Intelligence Management System - EN | PECB
General Data Protection Regulation (GDPR) - Training Courses - EN | PECB
Webinars: https://pecb.com/webinars
Article: https://pecb.com/article
-------------------------------------------------------------------------------
For more information about PECB:
Website: https://pecb.com/
LinkedIn: https://www.linkedin.com/company/pecb/
Facebook: https://www.facebook.com/PECBInternational/
Slideshare: http://www.slideshare.net/PECBCERTIFICATION
How to Make a Field Mandatory in Odoo 17Celine George
In Odoo, making a field required can be done through both Python code and XML views. When you set the required attribute to True in Python code, it makes the field required across all views where it's used. Conversely, when you set the required attribute in XML views, it makes the field required only in the context of that particular view.
A workshop hosted by the South African Journal of Science aimed at postgraduate students and early career researchers with little or no experience in writing and publishing journal articles.
LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UPRAHUL
This Dissertation explores the particular circumstances of Mirzapur, a region located in the
core of India. Mirzapur, with its varied terrains and abundant biodiversity, offers an optimal
environment for investigating the changes in vegetation cover dynamics. Our study utilizes
advanced technologies such as GIS (Geographic Information Systems) and Remote sensing to
analyze the transformations that have taken place over the course of a decade.
The complex relationship between human activities and the environment has been the focus
of extensive research and worry. As the global community grapples with swift urbanization,
population expansion, and economic progress, the effects on natural ecosystems are becoming
more evident. A crucial element of this impact is the alteration of vegetation cover, which plays a
significant role in maintaining the ecological equilibrium of our planet.Land serves as the foundation for all human activities and provides the necessary materials for
these activities. As the most crucial natural resource, its utilization by humans results in different
'Land uses,' which are determined by both human activities and the physical characteristics of the
land.
The utilization of land is impacted by human needs and environmental factors. In countries
like India, rapid population growth and the emphasis on extensive resource exploitation can lead
to significant land degradation, adversely affecting the region's land cover.
Therefore, human intervention has significantly influenced land use patterns over many
centuries, evolving its structure over time and space. In the present era, these changes have
accelerated due to factors such as agriculture and urbanization. Information regarding land use and
cover is essential for various planning and management tasks related to the Earth's surface,
providing crucial environmental data for scientific, resource management, policy purposes, and
diverse human activities.
Accurate understanding of land use and cover is imperative for the development planning
of any area. Consequently, a wide range of professionals, including earth system scientists, land
and water managers, and urban planners, are interested in obtaining data on land use and cover
changes, conversion trends, and other related patterns. The spatial dimensions of land use and
cover support policymakers and scientists in making well-informed decisions, as alterations in
these patterns indicate shifts in economic and social conditions. Monitoring such changes with the
help of Advanced technologies like Remote Sensing and Geographic Information Systems is
crucial for coordinated efforts across different administrative levels. Advanced technologies like
Remote Sensing and Geographic Information Systems
9
Changes in vegetation cover refer to variations in the distribution, composition, and overall
structure of plant communities across different temporal and spatial scales. These changes can
occur natural.
How to Setup Warehouse & Location in Odoo 17 InventoryCeline George
In this slide, we'll explore how to set up warehouses and locations in Odoo 17 Inventory. This will help us manage our stock effectively, track inventory levels, and streamline warehouse operations.
4. Objectives
Discuss the requirement that hospitals must
follow the CMS CoP regulations on grievances
if they receive Medicare reimbursement
Recall that CMS requires hospitals to have a
grievance committee
Describe how hospital boards must approve the
grievance policy and procedure
Recall that the Joint Commission has
standards on complaints
4
5. The Conditions of Participation (CoPs)
Regulations first published in 1986
Many revisions related to respiratory and rehab Orders
Visitation, IV medication and blood, anesthesia,
pharmacy, privacy, insulin pens, safe injection practices,
timing of medication and telemedicine
Manual updated December 22, 2011
First regulations are published in the Federal
Register then CMS publishes the Interpretive
Guidelines and some have survey procedures 2
Hospitals should check this website once a month for
changes
1
www.gpoaccess.gov/fr/index.html 2www.cms.hhs.gov/SurveyCertificationGenInfo/PMSR/list.asp
5
6. CMS Survey and Certification Website
www.cms.gov/SurveyCertific
ationGenInfo/PMSR/list.asp#
TopOfPage
6
8. CMS Hospital CoPs
Interpretative guidelines are on the CMS website 1
Look under state operations manual (SOM)
Appendix A, Tag A-0001 to A-1164 and 422 pages long
Hospitals should also check the CMS transmittals once a
month for changes 2
Critical access hospitals have a separate manual,
appendix W, which is 229 pages
All the manuals are found on CMS website
1
www.cms.gov
2
2
http://www.cms.hhs.gov/manuals/downloads/som107_Appendicestoc.pdf
3 http://www.cms.gov/Transmittals/01_overview.asp
8
11. CMS Issues Final Regulation
CMS publishes 165 page final regulations changing
the CMS CoP
Published in the May 16, 2012 Federal Register
CMS publishes to reduce the regulatory burden on
hospitals-more than two dozen changes
States will save healthcare providers over 5 billion
over five years
FR effective 60 days of publication and went into
effect July 16, 2012 but no changes to the grievance
section
Available at www.ofr.gov/inspection.aspx
11
12. May 16, 2012 Federal Register
www.federalregister.gov/articles/2012/05/16
12
16. Patient Rights Standards 0115-0216
The Patient’s Rights section contains the grievance
provisions which starts at Tag 118
Establishes minimum protections and rights for
patients
Examples:
The right to notification of rights and exercise of rights
The right to privacy and safety, confidentiality of medical
records and to be free from unnecessary R&S
Right to have advance directives followed
The right to pick who will visit them
16
18. Who Does This Apply?
All hospitals that participate in the
Medicare/Medicaid program
Most hospitals in this country except VA hospitals
All parts and locations of the hospital
Includes short term, surgical, psychiatric, rehabilitation,
long term care, children’s and alcohol drug facilities
Does not apply to CAH
However, CAH should have policy and include some of these
requirements
Applies whether or not a hospital is accredited by TJC, AOA
Healthcare Facilities Accreditation Program, or DNV Healthcare
18
19. Standard # 1
Tag A-0116
Notice of Patient Rights and Grievance Process
Hospital must ensure the notice requirement of
patient rights is met
The rights must be provided in a manner and
language the patient will understand
The issue of low health literacy where 20% of population
reads at a fifth grade level
Another 20% read at an eight grade level
52% of patients could not read medication instruction
sheets or understand their discharge instructions
19
20. Visitation Memo Changes Tag 117
www.cms.gov/SurveyCertificati
onGenInfo/PMSR/list.asp#Top
OfPage
20
22. Interpreters Rule #1
Also the issue of limited English proficiency (LEP)
There are 50 million patients who primary language
is not English
Must have P&P to ensure patients have information
necessary to exercise their rights
A Studies show that patients with limited English
proficiency have a higher rate of readmission
Need to have interpreter present for critical parts of
care such as informed consent and discharge
instructions
22
23. Interpreters
A hospital must ensure interpreters are available
Make sure communication needs of patients are
met
Recommend qualified interpreters or certified deaf
interpreters
Must comply with Civil Rights law and OCR
Made need to consider if discussing a grievance
with a LEP patient
See Joint Commission standards on patient centered
communications
23
25. Notice of Patient Rights 117
Rule #2 - A hospital must inform each patient of the
patient’s rights in advance of furnishing or
discontinuing care
Must protect and promote each patient’s rights
Must have P&P to ensure patients have information
on their
All patients, inpatients and outpatients, must be
informed of their rights
Best to do in writing
Grievance requirements should appear in the
written copy of the patient rights
25
26. One Hospital’s Way to Comply
One hospital has the registration person initiate four
section that are required to show that the information
was given
Name of person at hospital to contact if any concerns
Notice that the patient can contact the state QIO or state
agency with concerns or complaints
Visitation information provided
Patient has a right to discharge planning
The hospital also has the admitting nurse cover the
information with the patient and document this
This way a hospital can prove to the CMS surveyor that
these standards have been met
26
27. Notice of Patient Rights 117
Hospitals are expected to take reasonable steps to
determine the patient’s wishes regarding
designation of a patient representative
Patient representative can be the parent of a minor child,
the guardian, DPOA of an incapacitated patient, or a
visitation/support person
If the patient is not incapacitated and has a patient
representative, you must give notice of patient
rights to BOTH the patient and their representative
Patient provides orally or in writing and author highly
recommends you get it in writing
27
28. Notify Patient of Their Rights
If the patient is incapacitated and someone presents
with an advance directive, then the patient rights
information is given to the patient’s representative
such as the DPOA or support person/visitation
advance directive
If the patient is incapacitated and there is no written
advance directive on file, then provide it to whoever
asserts they are the spouse, domestic partner,
parent, or other family member
Thus they are the patient representative
Cannot demand supporting documentation unless two
people claim to be the patient representative
28
29. Notify Patient of Their Rights 117
Must follow any specific state law
State law can specify a procedure for determining
who can be a patient representative if the patient is
incapacitated
Hospitals must adopt policies and procedures on
this
Staff should be trained on this
If hospital refused an individual to be treated as the
patient’s representative then this must be documented
in the medical record along with basis for refusal
29
30. Notify Patient of Their Rights 117
Consider having a copy of the patients rights on the
back of the general admission consent form and
acknowledgment of the NPP
Include the sentence that patient acknowledges
receipt of their patient rights or document when
written patient rights statement is given
Can include the required information on visitation
Document that the patient rights was also given to
the patient representative
30
31. Survey Procedure 117
This standard has a survey procedure section
It is instructions to the surveyor on what they are
suppose to do
The surveyor is to ask patients if the hospital
informed them about their patient rights
Be sure registration clerk or nurse informs the patient of
their rights and this is documented
Surveyor is to determine the hospital’s policy for
notifying them of their patient rights
This includes both inpatients and outpatients
31
32. Grievance Process A-0118
Rule #3 - The hospital must have a process for
prompt resolution of patient grievance
Patients should have a reasonable expectation of
care and service
Hospital must inform each patient where to file a
grievance
Consumer advocate, risk management department etc.
Provide phone number to contact designated person
Patients have the right to have their concerns
addressed in a timely, reasonable, and consistent
manner
32
34. Grievance Process A-0118
CMS provides a definition which you need to
include in your policy
Use the CMS CoP definition of grievance
TJC does not have a definition of complaint in the
glossary
If TJC accredited, combine P&P with
complaint section at RI.01.07.01
The patient and family have a right to have
grievances/complaints reviewed by hospital
34
35. Grievance Process A-0118
Definition: A patient grievance is a formal or
informal written or verbal complaint
When the verbal complaint about patient care is
not resolved at the time of the complaint by staff
present
By a patient, or a patient’s representative,
Regarding the patient’s care, abuse, or neglect,
issues related to the hospital’s compliance with the
CMS CoP
Or a Medicare beneficiary billing complaint related to
rights and limitations provided by 42 CFR 489.
35
36. “Staff Present” Grievances
Remember it is not a grievance if resolved by “staff
present” so take care of concerns immediately
Expanded definition of what is meant by “staff
present”
Definition includes any hospital staff present at the
time of the complaint or staff who can quickly be at
the patient’s location to resolve the patient’s
complaint
Nursing administration, nursing supervisors, patient
advocates, nurse, or other appropriate staff member
Document the concern and how it was immediately
resolved in medical record if patient is still an
inpatient
36
37. Grievances A-0118
Hospitals should have process in place to deal with
minor requests in more timely manner than a
written request
Examples: Change in bedding, housekeeping of room,
and serving preferred foods
Does not require written response
If complaint cannot be resolved at the time of the
complaint or requires further action for resolution,
then it is a grievance
Then all the CMS requirements for grievances must
be met
37
38. Patient or Their Representative
If someone other than the patient complains about
care or treatment:
First need to contact the patient and ask if this
person is their authorized representative
If not an authorized representative, then it still
may be a complaint under the Joint Commission
standard
However, the July 1, 2009 changes brought TJC and
CMS standards closer but not completely cross walked
Note that TJC calls it complaints which CMS uses the
terminology of grievances
38
39. Patient or Their Representative
It is not a grievance by CMS”s definition if the patient
is satisfied with the care but a family member is not
If person is the authorized representative of the
patient then need to obtain patient’s permission to
discuss medical record information with that person
because of the HIPAA law
New changes in HIPAA enforcement so need to do this
right
Document patient’s permission to discuss PHI with their
representative
Be sure to document both of these elements in the
risk management file or other file
39
40. Grievances 0118
Billing issues are not generally grievances unless a
quality of care issue
A written complaint is always a grievance whether
inpatient or outpatient
Email and fax is considered to be a written grievance
Information on patient satisfaction surveys is
generally not a grievance
Unless patient asks for resolution or unless the
hospital usually treats that type of complaint as a
grievance
40
41. Grievances 0118
If complaint is telephoned in after patient is
dismissed then this is also considered a grievance
All complaints on abuse, neglect, or patient harm
will always be considered a grievance
Exception is if post hospital verbal communication
would have been routinely handled by staff present
This is a minor exception and suggest you use exact
language from Tag 118 in your P&P
If patient asks you to treat as grievance it will
always be a grievance
Do not have to use the word “grievance”
41
43. Grievance Process
If issue is resolved promptly then it is NOT a
grievance
Conduct in-services on importance of “PR” and
Good Customer service and get staff to deal with
patient’s request timely
Less likely to have complaints and grievance if good
patient experience
Monitor patient satisfaction surveys
Disgruntled patients will contact CMS, Joint
Commission, state department of health, QIO,
OIG, OCR, OSHA, DNV, AOA, and others
43
44. Grievance Process Survey Procedure
CMS instructs the surveyors to do the following
Review the hospital policy to assure its grievance
process encourages all personnel to alert
appropriate staff concerning grievances
How do you do this?
– standard form, education in orientation, yearly skills lab etc.
Hospital must assure that grievances involving
situations that place patients in immediate danger
are resolved in a timely manner
Conduct audits and PI to make sure your facility is
following its grievance P&P
44
45. Grievance Process Survey Procedure
Surveyor will interview patients to make sure they
know how to file a grievance
Including the right to notify the state agency
Provide phone number of state department of health and QIO
Remember TJC APR requirements regarding unresolved
patient safety concerns
So include all three in your patient rights statement
Should be provided to the patient or their
representative in writing
Patient admission representative points out section
in general consent form and NPP on grievances
45
46. Grievance Process A-0119
Rule #4 The hospital must establish a process
for prompt resolution
Inform each patient whom to contact to file a
grievance by name or title
This must include patient representative and
phone number and address of state agency
Does operator know who to route calls to?
Do you have a form accessible to all?
46
47. Grievance Process A-0119
Rule #5 The hospital’s governing board must
approve and should be responsible for the effective
operation of the grievance process
Elevates issue to higher administrative level
Have a process to address complaints timely
Coordinate data for PI and look for opportunities for
improvement
Data on grievances must be incorporated into the PI
program n(118)
You must read this section with the next rule
Most boards will delegate this to hospital staff to do
47
48. Rule #6 A-0119-120
The hospital’s board must review and resolve
grievances, unless it delegates the responsibility in
writing to the grievance committee
Board is responsible for effective operation of
grievance process making sure grievance process
reviewed and analyzed thru hospital’s PI program
Grievance committee must be more than one
person and committee needs adequate number of
qualified members to review and resolve
CMS does not say what their function is or how many
times to meet
48
49. Grievance Survey Procedure
Make sure your governing board has approved the
grievance process
Look for this in the board minutes or a resolution
that the grievance process has been delegated to a
grievance committee
Consider attaching the board minutes or resolution to the
policy or reference it to the date of the board meeting
Does hospital apply what it learns?
Remember to evaluate the system analysis theory to
determine if system problem
49
50. Grievance Process-A-0120
Rule #7 – The grievance process must include a
mechanism for timely referral of patient concerns
regarding the quality of care or premature
discharge, to the appropriate QIO
Each state has a QIO under contract from CMS
and list of QIOs1
QIO or Quality Improvement Organizations are
CMS contractors who are charged with reviewing
the appropriateness and quality of care rendered to
Medicare beneficiaries in the hospital setting
1
http://www.qualitynet.org/dcs/ContentServer?
pagename=Medqic/MQGeneralPage/GeneralPageTemplate&name=QIO%20Listings
50
51. QIO
Quality Improvement Organizations
QIOs make hospitals aware of fact they have a
complaint regarding the quality of care, a
disagreement with coverage decision or wish to
appeal a premature discharge
Patient can ask that complaint be forwarded to the
QIO by the hospital or can complain directly to the
QIO
Hospitals do not need to forward to the state QIO
unless the patient specifically requests
Consider in the patient rights section to request patient
give you an opportunity to address it first
51
52. Grievance Procedure 121
Must have a clear procedure for the submission of
a patient’s written or verbal grievances
Surveyor will review information to make sure it
clearly tells patients how to submit a verbal or
written grievance
Surveyors will interview patients to make sure
information provided tells them how to submit a
grievance
Must establish process for prompt resolution of
grievances
52
53. Hospital Grievance Procedure 0122
Rule #8 – Hospital must have a P&P on grievance
Specific time frame for reviewing and responding to
the grievance
Grievance resolution that includes providing the
patient with a written notice of its decision, IN
MOST CASES
The written notice to the patient must include the
steps taken to investigate the grievance, the results
and date of completion
53
54. Hospital Grievance Procedure
Facility must respond to the substance of each and
every grievance
Need to dig deeper into system problems indicated
by the grievance using the system analysis
approach
Note the relationship to TJC sentinel event policy
and LD medical error standards, CMS guidelines for
determining immediate jeopardy, HIPAA privacy
and security complaints, and risk
management/patient safety investigations
54
55. Grievances
Timeframe of 7 days is considered acceptable
If not resolved or investigation not completed within 7 days
must notify patient still working on it and hospital will follow
up
Most complaints are not complicated and do not
require extensive investigation
Surveyor will look at time frames established
Must document if grievance is so complicated it
requires an extensive investigation
55
56. Grievances A-0123
Hospital must give patient a written response
Explanation to the patient must be in a manner the
patient or their legal representative would
understand
The written response must contain the elements
required in this section and not statements that
could be used in legal action against the hospital
Written response must include the steps taken to
investigate the complaint
Surveyors will review the written notices to make
sure they comply with this section
56
57. Grievances A-0123
Written notice must be communicated in language
and manner that can be understood
CMS says if patient emailed you a complaint, you
may e-mail back response, if hospital allows
Must maintain evidence of compliance with the
grievance requirements
Grievance is considered resolved when patient is
satisfied with action or if hospital has taken
appropriate and reasonable action
57
58. TJC Complaint Standard
TJC has complaint standard RI.01.07.01
Patient and family have a right to have
complaints reviewed by the hospital
20 EPs
Only 9 EPs are applicable to hospitals
TJC calls them complaints
CMS calls them grievances
58
59. RI.01.07.01 TJC Complaints
Standard: Patient and or her family has the right to
have a complaint reviewed,
TJC calls it complaints and CMS calls it grievances
EP1 Hospital must establish a complaint resolution
process,
See also MS.09.01.01, EP1, and
LD.04.01.07 that states the board or governing body is
responsible for the effective operation of the complaint
resolution process
Unless it delegates this in writing to the complaint
resolution committee
59
60. RI.01.07.01 TJC Complaints
EP2 Patient and family is informed of the complaint
resolution process,
References MS.09.01.01 EP 1
This section states that the hospital has a clearly
defined process for collecting, investigating, and
addressing clinical practice concerns
Based on the recommendations from the Medical
Staff-hospital needs to acts on concerns about a
physician’s practice or competence
EP4 Complaints must be reviewed and resolved
when possible,
60
61. RI.01.07.01 Complaints & Grievances
EP6 Hospital acknowledges receipt of a complaint
that cannot be resolved immediately
Hospital must notify the patient of follow up to the
complaint
EP7 Must provide the patient with the phone
number and address to file the complaint with the
relevant state authority
Same as CMS requirement
EP10 The patient is allowed to voice complaints
and recommend changes freely with out being
subject to discrimination, coercion, reprisal, or
unreasonable interruption of care
61
62. RI.01.07.01 Complaints and Grievances
EP 18 Hospital provides individual with a
written notice of its decision which includes
(DS)
Name of hospital contact person
Steps taken on behalf of the individual to
investigate the complaint
Results of the process
Date of completion of the grievance process
Same as CMS guideline
62
63. RI.01.07.01 Complaints
EP19 Hospital determines the time frame for
grievance review and response(DS)
EP20 Process for resolving grievances
includes a timely referral of patient concerns
regarding quality of care or premature
discharge to the QIO
QIO is the Quality Improvement Organization
Same as CMS
Patient can ask hospital to forward complaint to the QIO
63
67. The End
Questions?
Sue Dill Calloway RN, Esq. CPHRM
AD, BA, BSN, MSN, JD
President of Patient Safety and
Education Consulting
Chief Learning Officer of the
Emergency Medicine Patient Safety
Foundation www.empsf.org
614 791-1468
sdill1@columbus.rr.com
67
68. Changes MR Must Contain
TJC has a standard to improve patient centered
communication by
Qualifications for language interpreters and
translators will be met through proficiency,
assessment, education, training, and experience
Hospitals need to determine the patient’s oral and
written communication needs and their preferred
language for discussing health care under PC
standard
Hospital will communicate with patients in a
manner that meets their communication needs
68
69. Changes MR Must Contain
Collecting race and ethnicity data under
RC.02.01.01 EP1
Collecting language data under RC.02.01.01 EP1
The patient’s communication needs, including
preferred language for discussing health care
If the patient is a minor, is incapacitated, or has a
designated advocate, the communication needs of the
parent or legal guardian, surrogate decision-maker, or
legally authorized representative is documented in the
MR
The patient’s race and ethnicity
69