1. 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
Southern California Renal Disease Council, Inc. ESRD Network 18 Cecilia Torres-Correa, RN/BSN Patient Services Director 6255 Sunset Blvd., Ste Los Angeles, CA 90028

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! “DPC WebEx Evaluation”
Evaluation forms can be found on NW #17 or NW #18 websites under:
“DPC WebEx Evaluation”
You must attend all 5 sessions to receive CEU credit!
Please return completed evaluation forms by fax to:
Social Workers - NW #17 (415)
RNs - NW #18 (323)

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)
Network #18: Cecilia Torres-Correa (323)