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Facility Grievance Process Improvement2018-06-29T12:55:50+00:00
patient voice

Facility Grievance Process Improvement

ESRD Network Grievance and Access to Care Update

Tune Up to Speak Up-Tools to Improve the Grievance Process and Patient Satisfaction

“Tune Up to Speak Up” resources were developed as part of a Network project to improve the grievance process and patient satisfaction at the facility level. Three main components are incorporated into this comprehensive approach:  1) process “tune up”; 2) patient partnership; and 3) opportunities for positive interactions through the “Take 5 to Tune In” strategy. The process “tune up” includes the inclusion of new grievance logs, letters, staff and patient educational materials and tools for QAPI.  Patient Partnership incorporates the Network Patient Representative into QAPI activities and patient education to address grievance trends. Scheduling and temperature were trends commonly identified in dialysis facilities, “Words of Wisdom- Scheduling” provides facilities with ideas from patients on how the process for scheduling can be more patient friendly. The creation of opportunities for positive staff interactions is done through the use of the “Take 5 to Tune In Strategy”.

transplant

Take 5 to Tune In

Take 5 to Tune In” was developed as a strategy to “formalize” one-to-one patient and staff conversations not related to dialysis.  This provides an opportunity for staff to have focused (uninterrupted) time to sit down with patients just to get to know more about them as an individual.

For additional information or questions, please contact:

DeeDee Velasquez-Peralta
DVelasquez-Peralta@nw12.esrd.net
816-880-1702
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