Decreasing Dialysis Patient-Provider Conflict (DPC) Session 1 - Administration A Collaborative Project by 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

Objectives

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

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

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

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

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

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

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

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

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

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

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

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

CEU Requirements EVALUATION REQUIREMENTS! “DPC WebEx Evaluation” 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

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