expressing gratitude: what it means to patients, families ......expressing gratitude: what it means...
TRANSCRIPT
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Expressing Gratitude: What it Means to Patients, Families and Healthcare
Compassion in Action Webinar Series
February 11, 2020
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Stephanie Adler Yuan
Director, Education & Training
The Schwartz Center for Compassionate Healthcare
Moderator
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Audience Reminders
• This webinar is funded in part by a donation in memory of Julian and Eunice Cohen.
• You may submit a question by typing it into the Question and Answer pane at the right of your screen at any time.
• Please respond to audience polls by clicking on the answer of your choice.
• We value your feedback! Please complete our electronic survey following the webinar.
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Beth Lown, MD
Medical Director
The Schwartz Center for Compassionate Healthcare
Host
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Today’s Speakers
Dr. Cynthia D. Sweeney
DNP, RN, CNOR, NEA-BC, FAAN
Vice President for Nursing
The DAISY Foundation
Jodie McGinley
Parent Partner
Arkansas Children's Hospital
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Objectives
Today we will:
• Define meaningful recognition as it relates to the healthcare setting.
• Examine the evidence-based practice of meaningful recognition.
• Discuss what it means to patients and families to express their gratitude for their nursing care based on current research.
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The DAISY Foundation
Bonnie and MarkTena and Pat (and baby Riley)
Patrick
© 2020The DAISY Foundation
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DAISYThe nurse recognition program based on what is most meaningful-
stories of patient and family gratitude for their extraordinary
compassionate care
• Honoring extraordinary nurses internationally for 20 years
• Over 4,000 healthcare facilities and schools of nursing
– Across the continuum of care
• 136,000 nurses honored!
• Over 1,600,000 nominations written!
© 2020The DAISY Foundation
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MissionThe DAISY Foundation expresses gratitude to Nurses with programs that
recognize them for the extraordinary compassionate, skillful care they
provide for patients and families.
By honoring compassionate nurses, DAISY reinforces the importance of
compassion in healthcare.
© 2020The DAISY Foundation
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The Nurse’s Experience
…I have been struggling to
keep my heart in my job,
wondering if I should
leave my job to do
something that would be
easier, less demanding of
my time and energy.
© 2020The DAISY Foundation
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Take Aim
• Triple Aim
➢improving population health
➢increasing patient satisfaction
➢reducing health care spending
• Quadruple Aim
➢clinician and staff satisfaction (https://integrationacademy.ahrq.gov/resources/new-and-notables/quadruple-aim-proposed-address-workforce-burnout-retrieved 5-1-2017)
© 2020The DAISY Foundation
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Professional Quality of Life
Compassion Satisfaction
Compassion Fatigue
BurnoutSecondary
Trauma
© 2020The DAISY Foundation
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Consequences of Compassion Fatigue
Coetzee & Klopper, 2010; Jenkins & Warren, 2012; Kelly, et al
2015
Emotional
DistressSafety
Risks
Workdays
Lost
Poor
Judgment
Loss of
Empathy
Desire to
Quit
Apathy
© 2020The DAISY Foundation
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Compassion Satisfaction
Perry, 2008; Hooper et al., 2010; Stamm, 2010
Patient
Satisfaction
Feelings
of
contribution
Caring
Energized
Moments
© 2020The DAISY Foundation
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Restoring Emotional Energy: Key components of Compassion Satisfaction
Positive Feedback “The times you get thanked stand out in your mind.”
Clinical Outcomes “Seeing a patient get better right before my eyes.”
Quality Teamwork “Knowing the people I work with have my back.”
Increasing One’s Self-Awareness“Recognizing that I am affecting you more than I realize.”
© 2020The DAISY Foundation
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Healthy Work Environment
“The creation of healthy work environments is imperative
to ensure patient safety,
enhance staff recruitment and retention,
and maintain an organization’s financial viability.”(AACN,2017)
Skilled communication
Effective decision making
Meaningful Recognition
Authentic leadership
Appropriate staffing
© 2020The DAISY Foundation
True collaboration
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NURSE RECOGNITION
© 2020The DAISY Foundation
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Meaningful Recognition” A powerful form of positive feedback, meaningful recognition
acknowledges how a person’s actions affect the life of another, is relevant to the recipient, and is equivalent to his or her contribution.”
(Lefton, 2012 )
© 2020The DAISY Foundation
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Healthy Work EnvironmentCelebrates All the Right
A reminder of the ‘why’ in nursingTeam Spirit
Nurse EngagementPromotes Extraordinary Compassionate Care
Improves Satisfaction and RetentionResilience
Patient/Family ExperienceCommunicates Profound Gratitude
Reinforces Patient and Family Centered CareCommunity Loyalty
© 2020The DAISY Foundation
DAISY’s Impact
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Here is one family’s DAISY story…..
© 2020The DAISY Foundation
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Eli
6lbs 3oz
Walker
5lbs 9oz
Our Story…..of our twin baby boys,
© 2020The DAISY Foundation
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Our Loss….
© 2020The DAISY Foundation
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Laura Ryan, RN
Neonatal Intensive Care Unit
UAMS Medical Center
Lindsey Deaton, RN
NICU
Arkansas Children's Hospital
© 2020The DAISY Foundation
Our gain….our two DAISY nurses…
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Our family’s experience…..compassionate care
© 2020The DAISY Foundation
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LuisDominican Republic
Transplant April 2015
9 years old
CambrieMaine, USA
Transplant Jan. 2013
2 days old
We have redefined what our ‘Family’ looks like…
© 2020The DAISY Foundation
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And what our new normal is today as a family…
© 2020The DAISY Foundation
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…and how to use our loss to help others
understand the importance of compassion in care.
© 2020The DAISY Foundation
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The Power of Gratitude
Gratitude, Satisfaction, Recognition
An Environment of Excellence
What is Ordinary to Nurses
is Extraordinary to Patients and Families
© 2020The DAISY Foundation
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So, what does it mean to patients and families to be able to express
their gratitude for compassionate and extraordinary care?
© 2020The DAISY Foundation
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Results- 3 Themes
This Photo by Unknown Author is licensed under CC BY-SA-NC
© 2020The DAISY Foundation
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This Photo by Unknown Author is licensed under CC BY-SA-NC
© 2020The DAISY Foundation
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This Photo by Unknown Author is licensed under CC BY-NC-ND
© 2020The DAISY Foundation
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This Photo by Unknown Author is licensed under CC BY
© 2020The DAISY Foundation
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Implications for Practice
• Nominations as Qualitative Data
• Identify nursing behaviors that improve the connection between nurse/patient/family and organization.
• Identify patient and family centered nursing actions
• Identify nurse competencies that may improve the patient/family experience
• Important to patients and family members to know the outcome of their nomination and be involved in the recognition when possible.
• Links to their own healing and closure
• Validation and recognition of the patient/family voice matters
© 2020The DAISY Foundation
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This Photo by Unknown Author is licensed under CC BY-NC-ND
© 2020The DAISY Foundation
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QUESTIONS???
© 2020The DAISY Foundation
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ReferencesHassmiller, S. & Bilazarian, A. (2018). The business, ethics, and quality cases for consumer engagement in nursing. Journal of Nursing Administration, 48(4), 184-
190.
Hooper C., Craig J., Janvrin D.R., Wetsel M.A., & Reimels E. (2010). Compassion satisfaction, burnout, and compassion fatigue among emergency nurses
compared with nurses in other selected inpatient specialties. Journal of Emergency Nursing, 36(5), 420-427. doi:10.1016/j.jen.2009.11.027
Kelly, L., & Todd, M. (2017). Compassion fatigue and the healthy work environment. AACN Advanced Critical Care, 28(4), 351-358. doi:10.4037/aacnacc2017283
Kovener, C. T., Brewer, C. S., Fairchild, S., Poornima, S., Kim, H., & Djukic, M. (2007). Newly licensed RN's characteristics, work attitudes, and intentions to work.
American Journal of Nursing, 107(9), 58-70.
Lefton, C. (2012). Strengthening the workforce through meaningful recognition. Nursing Economic$, 30(6), 331-8, 355.
McClelland, L. E. & Vogus, T. J. (2014). Compassion practices and HCAHPS: Does rewarding and supporting workplace compassion influence patient perceptions?
Health Services Research, 49(5), 1670-1683.
Perlo, J., Balik, B., Swensen, S., Kabcenell, A., Landsman, J., & Feeley, D. (2017). IHI framework for improving joy in work. . (White Paper). Cambridge,
Massachusetts: Institute for Healthcare Improvement.
Perry, B. (2008). Shine on: Achieving career satisfaction as a registered nurse. Journal of Continuing Education in Nursing, 39(1), 17-25; quiz 26-7, 41.
Stamm, B. H. (2010). The concise ProQOL manual, 2nd ed. (2nd ed.). Pocatello, ID: The ProQOL.org.
Sweeney, C., Grant, S., Lefton, C., Foreman-Lovell, M., (2020). Expressing gratitude: findings from patients and families who nominate nurses for the DAISY
award. The Nurse Leader, 18(1), 35-38.
Weingarten, R. M. (2011). More than a thank you: The DAISY award for extraordinary nurses. The Pennsylvania Nurse, 66(3), 17-19.
© 2020The DAISY Foundation
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Questions & Answers
Beth Lown, MD
Medical Director
The Schwartz Center for Compassionate Healthcare
Type your questions in the Questions Pane on your screen at any time.
Cynthia D. Sweeney
DNP, RN, CNOR, NEA-BC, FAAN
Vice President for Nursing
The DAISY Foundation
Jodie McGinley
Parent Partner
Arkansas Children's Hospital
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