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D ecreasing Dialysis P atient-Provider C onflict ( DPC )

D ecreasing Dialysis P atient-Provider C onflict ( DPC ). Western Pacific Renal Network, LLC ESRD Network 17 Connie Lorenz, LMSW Patient Services Director 505 San Marin Dr., Bldg. A Novato, CA. 94945. Southern California Renal Disease Council, Inc. ESRD Network 18

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D ecreasing Dialysis P atient-Provider C onflict ( DPC )

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  1. Decreasing DialysisPatient-Provider Conflict (DPC) Western Pacific Renal Network, LLC ESRD Network 17 Connie Lorenz, LMSW Patient Services Director 505 San Marin Dr., Bldg. A Novato, CA. 94945 Southern California Renal Disease Council, Inc. ESRD Network 18 Cecilia Torres-Correa, RN/BSN Patient Services Director 6255 Sunset Blvd., Ste. 2211 Los Angeles, CA 90028 Session 1 - Administration A Collaborative Project by

  2. Objectives

  3. DPC Toolbox Overview • A coordinated, national effort by the ESRD community about conflict in dialysis facilities • Providing resources to understanding, educate, and cope with conflict • Designed for use by dialysis facility leadership and the staff responsible for conducting in-service training and quality improvement • The toolbox contains three steps and a variety of helpful tools

  4. DPC Toolbox Overview cont’d • At the core of the DPC Project lies the staff training component • The toolbox is multifaceted with instructions, exercises, training software, and master handouts for patient care staff

  5. DPC Toolbox Overview cont’d The staff training component was built around the acronym CONFLICT Create a calm environment Open yourself to understanding others Need a nonjudgmental approach Focus on the issue Look for solutions Implement agreement Continue to communicate Take another look

  6. DPC Goals • Safe dialysis facility • Improved staff/patient relationships • Create common language to describe conflict • Improve conflict resolution skills • Improve communication • Increase understanding of how inappropriate interaction may trigger or escalate conflict

  7. DPC Toolbox Contents • Provider manual • CONFLICT poster • Brochure (Building Bridges & Decreasing Conflict) • Pocket guide • Interactive training program • Additional DPC resources on CD-ROM

  8. DPC Project Steps Step 1: Management Review and Preparation • Involves orientation and review activities for the facility leadership and quality improvement committee • Involves review of facility policies, procedures, or protocols in advance • Will require some organizational work and face-to-face meetings with facility leadership

  9. DPC Project Steps Step 2: Staff Training • Consists of staff orientation, the interactive training program and completion of the individual modules • Consists of individual modules with independent and group training sessions that facilitate critical thinking and encourage staff discussion

  10. DPC Project Steps Step 3: Ongoing Quality Improvement • Consists of ongoing quality improvement activities to include new staff members • DPC modules will be integrated into staff training, facility quality improvement, and routine facility operation

  11. Administration Orientation • Familiarize facility administration with DPC project, the purpose, goals and training component • Discuss how the culture and policies of the facility influence patient-provider conflict • Understand the rationale behind the DPC concepts • Learn to identify policies, procedures, and practices that need to be aligned with the DPC program

  12. Administration Preparation Time Required: • Two 1-hour meetings • 30 minutes-copying and dissemination • 30 minutes-review of policies and procedures Preparation /Material Needed: • Photocopy of materials mentioned in manual • Prepare meeting room: DPC toolbox, computer with CONFLICT interactive training CD, flip chart

  13. Administration Preparation cont’d Group Activities • Discuss purpose of DPC and explore existing facility culture • Brainstorm changes that may be necessary and assign: • Policies and Procedures • Staff training • Review QI tools in Toolbox • Plan staff orientation

  14. Administration Conclusion • Adapt the program for your facility • Culture sensitivity can reduce conflict • Balance culture with the changes from the DPC project • Everyone needs to use the same terminology despite language barriers • Ensure the information, recommendations, and exercises are consistent with your facility’s protocols

  15. CEU Requirements EVALUATION REQUIREMENTS! Evaluation forms can be found on NW #17 or NW #18 websites under: “DPC WebEx Evaluation” www.esrdnet17.org www.esrdnetwork18.org You must attend all 5 sessions to receive CEU credit! Please return completed evaluation forms by fax to: Social Workers - NW #17 (415) 897-2422 RNs - NW #18 (323) 962-2891

  16. Upcoming DPC WebEx WHEN: March 9, 2010 TIME: 9:00am - 10:00 am SUBJECT: Modules 1- 3 Please feel free to contact us with questions Network #17: Connie Lorenz (415) 897-2400 clorenz@nw17.esrd.net Network #18: Cecilia Torres-Correa (323) 962-2020 ctorres@nw18.esrd.net

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