5-Diamond Patient Safety Program

To increase staff skill in preventing and managing conflict with patients and other staff members.

• Provide conflict training to staff utilizing the DPC Program Toolkit and applicable unit policies.
• Track and trend complaints within the facility and incorporate into QAPI.
• Develop/adopt policy & procedure for conflict management.

• Display Network Grievance Poster along with State Survey Contact information in an area easily viewed by patients.
• Display dialysis facility complaint process procedure in an area easily viewed by patients.
• Debrief staff following acute episodes of conflict (such as verbal outbursts or acts of violence) and include a review of what happened, what went well, what didn't, what could have been done differently, and how to handle going forward.
• Provide, at a minimum, quarterly in-servicing of staff on conflict resolution, which can include the topic of professionalism.
• Display the DPC Toolkit Poster.
• Identify problematic patient issues in staff meetings and develop plan for consistent intervention/management.

DPC Program Documents/Toolkit:

• DPC Provider Manual
• DPC Brochure
• DPC Pocket Guide
• Introduction to DPC PowerPoint Presentation
• DPC Tracking Tool and Instructions
• DPC Conflict Pathway
• DPC Tips on Cultural Awareness
• DPC Bibliography
• DPC Poster (also availble from the Network Office)

Articles:

• Improving Communication in Patient-Provider Relations
• Prevent Conflict in Dialysis: The Value of Customer Service

Patient Resources:

• Video: Because You Count
• A Guide for Patients Dealing with Difficult Dialysis Staff Members.

100% of staff in-serviced on applicable unit policies such as:

• Zero tolerance.
• Grievance process.
• Treatment re-scheduling.
• Patient comfort.
• Patient care planning.
• Responses to patient non-adherence (i.e. requests to come off the machine early, patient refusal of specific care technician).
• Other unit-specific issues
  And, at a minimum, hold quarterly staff in-servicing on conflict management issues.

Invite 100% of patients to attend their care plan meetings.

Track and trend the number, type, and cause of conflicts (QI tools are available in the DPC toolkit for reference and use).

After you have completed this module, and have documented the required measures, please submit the following documents via mail or fax.

5-Diamond Patient Safety Program
1360 Energy Park Drive, Suite 200
Saint Paul, MN 55108
651-644-9853 Fax

1. Completed Project Reporting Form.
2. In-service attendance log. (Please note that the facility in-service must be completed as a group.)
3. Copy of de-identified tracking tool for tracking and trending the number, type, and cause of conflicts in your facility.
4. Minutes from QAPI sessions in which trending results were discussed.

For more assistance contact us at 5diamondsafety@nw11.esrd.net or at 651-644-9877.