Better Patient Communication through Training Doctors and Healthcare Staff

Transcription

1 Better Patient Communication through Training Doctors and Healthcare Staff Dr David Dai JP Committee on Complaint Management and Patient Engagement Hospital Authority 2015

2 Collaboration Patient Relations & Engagement Central Committee Cluster Services Division Medical Grade Human Resources Division

3 Patient-centred Communication Curriculum Better Patient Communication Training Complaint Management Training Mediation Skills Training Incident Management Training Crew Resources Management Training Juniors Seniors

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5 BPC Program Features 1. Half Day Video-based Program 2-hour video-based training on mindset and skillset 1.5 hour experience sharing and practices 2. Experience Sharing Professionals at AC/APN level share in every workshop on the real-life practice on patient communication Structured facilitation questions are established 3. Easy Delivery by Hospital Trainers Program is designed to make BPC a handy program being comfortably delivered by non-training professionals A set of T-T-T complementary measures will be in place to facilitate hospital trainers delivery in local level

6 Sharing By Experienced Clinical Staff Guest Speakers Dr. TSOI Chun Hing Ludwig Dr. SIN Ming Chuen Dr. CHOW Kai Ming Ms. CHAN Lai Hung Ms. HUNG Shuk Yee Mr. LEUNG Chun Pong Ms. Anita NG W K Dr. TSUI Pun Nang Mr. YANG W Y Dr. LIU King Yin Rico Dr. TSANG Man Ching Anita Dr. LAU Ka Hin Department TKOH A & E GOPC Sai Wan Ho PWH MED QEH ACC GOPC Chai Wan TKOH A & E CMC CND GOPC Shaukeiwan YCH CND QMH ONC QMH PAE QMH PSY 6

7 Train-the-trainers Workshops 7

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9 No. of trained trainers BPC T-T-T Program HKE HKW KCC KEC KWC NTE NTW TOTAL Doctor Nurse AH Adm/HRD

10 No. of attendance Better Patient Communication Training Program As of 31 Dec 2014 Target Participant Workshop Organizer TOTAL Multi-grade Head Office T&D 1259 Cluster HKEC HKWC KCC KEC KWC NTEC NTWC Doctor Nurse Multi-grade

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12 NTWC Work Group Members Dr K S Tang, SD (Q&S) Dr N S Kwong, COS (P&AM) Dr S C Lau, Private O&T Specialist Dr W M Kwan, Cons (A&IC) Dr M K Cheung, HKU Dr Jasperine Ho, AC (A&IC) Dr C H To, AC (M&G) / CC (Q&S) Dr K S Yeung, AC (M&G) / EP (Q&S) Mr Samson Quek, PRO Supported by CCE, COSs & Senior clinicians Engagement Experience Sharing Cultivate

13 The Workshop Album

14 Evaluation

15 The Way Forward + Widen the target audience e.g. doctors within 3-4 years of clinical experience + Enrich the content of workshop More new / challenging role play scenarios Introduce the logistics of hospital / PRO to handle complaints Procedure and work flow about coroner cases Skills of breaking bad news

16 NTEC: Training of Doctors Practical Medical Communication Skills Workshop A multipartite training model HAHO HR PRO Clinicians and senior doctors NTEC HR

17 雞精班

18 Consolidated BPC content into a 2-hours workshop

19 Sharing, Role Play and Mentoring

20 HKWC Better Patient Communication (BPC) Program For medical staff

21 Program Better Patient Communication (BPC) since hours interactive workshop, 3-4 times/ year 2 doctor-trainers Small group learning with participants Target participants: frontline medical staff, especially new residents Coordinators: Dr. Anita Tsang (Consultant, PAM), Dr. WS Chow (Consultant, Med), Dr KH Lau (Associate Consultant, Psychiatry).

22 BPC Format Adapting the new HAHO BPC video-led program - to illustrate learning points of positive and negative scenarios Role play (with specialty-specific clinical scenarios) to reinforce skills set - handling challenging patient encounter - breaking bad news Experience sharing Direct facilitation by trainers

23 March 2015

24 Training Subsidy Scheme on Accredited Mediation Courses 1. The Committee on Complaints Management & Patient Engagement sponsors staff to attend external (local) Accredited Mediation Courses 2. Aims put to practice principled mediation skills in daily work nurture a new service culture to improve delivery of patient relations services and enable amicable conflict resolution enhance positive patient experience, better working experience for staff, and trust between the public and HA.

25 HA Level 1 and 2 Mediation Training

26 Level 1 Mediation Training

27 Level 2 Mediation Training

28 Attendance Course duration No. of sessions completed No. of attendees Level 1 Half day Level 2 Whole day 3 108

29 BPC to BPS 29

30 New Training for Supporting Staff Key principles & models aligned with BPC for Professional Staff - BPS attitude, techniques in managing self & others emotion, 4 service steps and effective communication skills Video contents verified by the hospitals (CND/NSD) via central WG members 30

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32 Way Forwards: Walking the Patient Journey Identification of Areas for Improvement Opportunity for a family or someone else to patient to talk to a doctor Healthcare workers discuss/ comfort you about your condition Provision of information on medication side effects Provision of information on danger signals to watch for after discharge Provision of information needed in patients care and recovery Patient-Centered Communication Trainers Group

33 Take Home Message for Today 1. Patient Engagement through Listening to the Voice of Patients 2. Building an Environment of Empathy, Respect and Trust 3. Training Better Communication across all Levels of Staff