Upload
others
View
6
Download
0
Embed Size (px)
Citation preview
Nashville, TN May 14 - 15, 2013
Validating Knowledge through Skill Labs
Lyn Ketelsen, RN, MBA
Studer Group Coach
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Objectives
Demonstrate the value of skill labs as a tool for
training a skill and validating a skill
Demonstrate how to conduct a training skill lab
Demonstrate effective coaching skills
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Driving Performance
Diagnose
Assess
Treatment
Actions
Systems
Tools
Techniques
Processes
Teach
Skill Development
Skill Labs
Validate
Rounding
Direct Observation
Skill Labs
Coach Reward
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Why Skill Labs
They create a safe learning environment without
the distraction of the routine work pressures and
interruptions
We can get more training or validation done more
efficiently and more effectively
We can provide more thorough feedback with
leaders more engaged
Staff internalize the behavior faster when they
have the opportunity to get direct, meaningful
feedback
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Health Texas Care Provider Composite All Facilities %tile Rank
47 43
54
46
60 59 57 60
42 46
32 38
44 50
41 37
44 44 44
33 30 30
75 75
82
69
82 82 84
73
57
68
77
0
10
20
30
40
50
60
70
80
90
100
%ti
le R
an
k
2Q12
3Q12
4Q12
*AIDET® Skills Labs done 09/2012
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
CAHPS Inpatient – 2 East
Good Samaritan Hospital (The)
Displayed by Discharged Date
CAHPS Jul '11 - Sep '11
Oct '11 - Dec '11
Jan '12 - Mar '12
Apr '12 - Jun '12
Apr '12 - Jun '12
Top Box Top Box Top Box Top Box %ile
Rate hospital 0-10 56.1 ▼ 52.7 ▼ 61.5 ▲ 70.6 ▲ 57th
Recommend the hospital 57.7 ▼ 56.4 ▼ 64.2 ▲ 71.4 ▲ 50th
Cleanliness of hospital environment
72.5 ▼ 79.6 ▲ 82.4 ▲ 82.9 ▲ 88th
Quietness of hospital environment
39.5 ▼ 47.3 ▲ 37.4 ▼ 37.1 ▼ 2nd
Comm w/ Nurses 68.6 ▼ 71.5 ▲ 76.1 ▲ 87.6 ▲ 97th
Response of Hosp Staff 51.8 ▼ 55.8 ▲ 66.1 ▲ 84.0 ▲ 98th
Comm w/ Doctors 69.7 ▼ 71.4 ▲ 73.1 ▲ 73.3 ▲ 8th
Hospital Environment 56.0 ▼ 63.5 ▲ 59.9 ▼ 60.0 ▲ 27th
Pain Management 66.6 ▼ 57.4 ▼ 73.5 ▲ 90.1 ▲ 99th
Comm About Medicines 50.8 ▼ 57.9 ▲ 57.0 ▼ 61.6 ▲ 45th
Discharge Information 75.5 ▲ 71.7 ▼ 83.6 ▲ 80.4 ▼ 22nd
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
What is a skill lab?
Skill labs can be used for training a skill or
validation of a skill.
You have to know the difference because the feedback
is framed differently, as are the resources. Ex.
Rounding, Hourly Rounding®, AIDET®, Medication
Administration, Leader Coaching, etc.
In Training skill labs, educators, content experts
and others can be used to give feedback.
In Validation skill labs, leaders are present to give
feedback and competency is checked.
Typical topics for validation include AIDET® and Hourly
Rounding® but can include other technical skills
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Sample Communication to attendees
Dear Nursing Leaders,
Thanks to each of you for your continued commitment to our journey to excellence. Your leadership and care for our
patients is key as we strive to provide excellent patient care to every patient….100% of the time…every day.
We are committed and invested in developing the skills you need to lead this journey. With that in mind, on <date>,
<names> from Studer Group will be joining us to be part of a Skill lab to focus on leader rounding on the patient. This skill
lab format allows us to learn and have fun at the same time. Nurse leader rounding validates the consistency and quality of
the care we are providing to the patients. We will practice rounding in a real patient setting to improve our patient care and
processes. We can build our skills for this tactic in a safe environment.
Mark your calendars and plan to attend this time of learning. 100% participation and attendance is expected. To prepare,
please note the following:
Schedule/Agenda: We will be meeting as a nursing leader group from 8:00am-9:30am in Stroud Hall to learn the skill
together. We will then break and you will come back at a scheduled time to the patient room/lab to role-play, practice,
ask questions and validate rounding skill. Check the attached schedule to find the time we have scheduled for you to
attend.
Skill Validation Form: Attached you will find a Skill Competency Assessment which outlines the rounding competencies
we will be validating. We will use this form to validate rounding skill and use this for further coaching and skill
development.
Current HCAHPS Results: Please bring your latest HCAHPS report to the morning session as well as to the skill lab to
help us review your highest priority items to include in your rounding.
I am looking forward to this skills lab as our next step to drive consistency in our patient rounds. It is going to be an
interactive and fun learning day for us all. Please call or email if you have any questions!
Have a great day!
<Executive Name>
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Be Prepared – checklist Review Team CNO, Champion, Coach
Component Description Owner Notes, Feedback and Improvement Needed
Completed? Yes or No
Date Confirm date
Pre call to establish schedule
Participants
Nursing CNO / VP Nursing Directors
Nursing Managers Charge nurses COO Directors
Managers
Supervisors
Other senior leaders
Room Set Up
Reserve Patient Room
Reserve Teaching rm -nurse leader mtg
Trash on floor
Side rails down
Call light not by bed
Patient in a gown / family member
White board not filled out
IV pole, bag, tubing and tape
Three - Four chairs for validators
Tools
Skill Competency Individual Assessment form copied for each attendee
Skill Competency Assessment Summary (1 copy made and updated with attendee names)
HCAHPS data by unit: Each unit to bring current results
Rounding logs and weekly reports (copy provided for each attendee)
Sample rounding questions (copy provided for each attendee)
Scenarios – verified and copies made for role plays
Treat/Prizes to make it fun
Communication
Invite sent to participants with blocked time based on title
Process for documenting in file
Process for annual validation
Process for action plans
Notes
Additional Resources
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Date: ________________ Name: ________________________________ Role: ________________
STRENGTHS IDENTIFIED/RATING
ESSENTIAL SKILLS (Each section equals 9 points for a total of 90 points)
NEED TO FOCUS ON IMPROVEMENT
ACKNOWLEDGE
Acknowledged entering the room (knock, hello, etc.)
Acknowledged using customer name as appropriate
INTRODUCE
Introduced self and role
Managed up experience/training/skill set, etc.
Managed up others (co-workers/other depts./organization, etc.)
DURATION
Gave time expectation of how long will take, how long expected to wait
Verbalized next step
EXPLANATION
Explained what would be taking place, why you are doing this, what will happen, and what they should expect. Addressed pain management
Used language that the customer understands
THANK YOU
Thanked the customer and showed appreciation (i.e., thank you for trust, for asking your question, for the opportunity to work together; ask if there’s anything you can do before leaving, etc.)
STRENGTHS IDENTIFIED/RATING OTHER (Each item equals 1 point for a total of 10 points) NEED TO FOCUS ON
IMPROVEMENT
Enga
gem
ent A
ttrib
utes
Active listening Non-multi-tasking Eye contact Tone of voice Appropriate speed of speech Appropriate use of touch Appropriate use of humor/emotion
Physical positioning – mirror customer’s position, sit without table or desk between if possible, etc.
Energy mirrors the needs of the customer
Washed hands entering room and as leaving the room if patient care area
>90 pts = Competent EVALUATION SUMMARY: Total: (100 pts)
Expert at AIDET® Evaluator Comments: Repeat Skills
Assessment Would be a good mentor to others
Evaluator: ___________________________________________________ Date: _____________________
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
When to do skill labs
When you need 100% of the staff to know,
understand and demonstrate competency in a
particular skill, technique or behavior
If for training – as quickly after introduction of the
didactic training on the why, what, when, where, who of
the skill
If for validation – approximately 60-90 days after
implementing the new skill; long enough to have some
practice, but not so long that bad habits are developed.
Ongoing annual competency can be done in the context
of the usual competency evaluation process
Video technology to assist with self assessment can
enhance learning
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Now let’s try one!
We are going to simulate a training skill lab
Focused on skill development – Improving
Leaders skill in coaching and giving one-on-one
feedback when doing validation observations
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
What Does Great Coaching Look Like?
Let’s watch
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Leaders need skill development and validation, too!
Reasons we don’t give immediate performance
feedback and coaching of staff:
Time
It will make staff feel uncomfortable
It will make them think we don’t trust them
The leader thinks the staff already do the skill well
enough
Patients report in rounds the staff are doing it
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Coaching
It’s not about pulling the
weeds…
It’s about
fertilizing the
Garden…
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
How to give feedback
Don’t be too general
Teach to the test – this isn’t about “gotcha”. Your
feedback is a gift!
Have a vision of what success looks like and
coach to that vision
Identifying what’s wrong without a suggestion on
how to improve is auditing not coaching
Be positioned to be an observer/auditor
Have a plan/tool/form to outline the process and
behaviors expected
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
How to give feedback
Provide feedback on every step of the process and
every behavior – this also serves as a mini in-
service to refresh the process steps
Summarize with what is the one thing to focus on
for improvement
Ensure your feedback is aligned with the
performance of the person being observed. A-B-C
Position feedback positively – “I heard you say
your name; that’s a good start. Best practice says
we should also state your role and manage up”
Improve your observation assessment skills with
practice, practice, practice!
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
Ongoing Validation
Skill labs offer a great framework to enhance
skills or validate them but they do not replace
ongoing dynamic observation and coaching on a
daily basis by leaders.
Two-a-days…
Copyright © Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.
HCAHPS focuses on a
measure of frequency.
Skill labs helps drive
consistency.
Every Patient,
Every Day
Getting a Gold Medal in
patient care requires the
same focus and attention of
an athlete.
Nashville, TN May 14 - 15, 2013
Thank you
Lyn Ketelsen RN, MBA 850-934-1099
www.studergroup.com