When getting information from your

patients

Listen to the patient’s own explanation of their concerns without interruption for at least 90 seconds. This leads to improved accuracy of diagno-sis and reduces the length of consultations.

Gauge the patient’s under-standing of the information they have received by ac-tively listening for their re-sponses, posing open-ended questions, providing frequent summaries, discussing con-cerns and answering ques-tions.

Allow the patient sufficient time to make a decision, ex-cept in an emergency (in which communicating infor-mation may be limited to the most basic elements).

Suggest methods that may help patients to remember what to tell you or what questions to ask, for ex-ample, by bringing another person or lists of medical complains, questions or medications.

Pay attention carefully to the patient’s responses to help identify what has or has not been understood.

Page 8 Communicating with your patients:

A clinician’s advisory

Good communication between doctors and patients improves compliance with the medication, investigations, referrals, therapy or lifestyle changes that have been agreed upon. It is about helping them understand their medical problems, man-agement options, and the reasons for any intervention. It is essential that doctors provide an open opportunity for patients to disclose information in their own ways.

When giving information to pa-tients Communicate openly, with respect for and with full attention to the pa-tient. Contextualize. Keep in mind the pa-tient’s present situation, social and economic circumstances, personality, gender, age, expectations, fears, be-liefs, values and cultural background. This will require presenting the same information in different ways to differ-ent patients, or to the same patient at different times. Frame information about the benefits and risks of treatment in a way which will enable the patient to best under-stand his or her situation, for example using absolute, rather than relative, risk data. Repeat key information when neces-sary to help the patient understand and remember it. Repeat complex information at different visits rather than all at once. Supplement with suitable written information or use diagrams that the patient can take home. Encourage the patient to reflect on the information provided and discuss it with family, friends or advisers.

Please turn to page 2

the CPP include design of patient communication materials, ensuring that delivery of communication interventions to patients are stan-dardized, and evaluation of the

In The Medical City, we look at our customers not only as patients who deserve our quality and most compas-sionate care. More importantly, we treat them as part-ners who actively participate in the provision of this

care. As our tagline says, TMC is “where patients are partners.”

At the core of this corporate thrust is the Center for Pa-tient Partnership (CPP) headed by Dr. Rhizza Valdes. The functions of

Patient Education Task Force: making our patients our partners

The Medical City

June 2008 Vol 5 No 2

QuIP Update Newsletter of TMC’s Quality Improvement Program

Inside this issue:

Patient and Fam-ily Education (PFE) standard: a quick look

3

TMC protects patient informa-tion

4

PETF goes to Subic!

5

What the TMC

patient needs to

know

6

Patient’s rights

and responsibili-

ties revisited

7

Communicating

with your patients:

a clinician’s advi-

sory

8

The Patient Education Task Force: ensuring that our patients are well-

informed and educated enough to be able to participate in their own

care.

quality of patient communica-tion materials.

To prepare us for our JCI re-accreditation in 2009, Dr. Val-des and CPP lead the Patient Education Task Force (PEDF) formed early this year to en-sure that the institution is re-sponding sufficiently to our patients’ educational needs. Membership in the task force is hospital-wide for maximum staff involvement and patient impact (see box at right).

The PETF Task Force has been organized into different committees for a more efficient operation. These committees are Research and Develop-ment, Curriculum Development and Training, IEC Materials Development, Review of Docu-ments, and Patient and Family Rights

To date, the task force has

Patient Education Task Force… (from page 1)

Page 2 QuIP Update

Dr. Rhizza Valdes, CPP

Head and MSTF Chair

Some members of the PETF at work during the Task Forces TOT held in Olongapo City last

February

PETF includes: Dr. Michael Reyes Dr. Patrick Enriquez Dr. Josephine Ramos Dr. Mary Queen Villegas-Florencio Dr. Evelyn Gonzaga Dr. Beatrice Tiangco Dr. Ruben Kasala Dr. Edwin Gonzales Dr. Maribel Pili-Lopez Dr. Timmy Tan Dr. Rhizza Valdes Dr. Mary Jean Guno Dr. Joy Dionio - Lim Dr. Susana Lim-Lopez Dr. Francesca Tatad-To Dr. Eileen Alikpala-Cuajunco Dr. Therese Leopando Dr. Ma. Imelda Batar Dr. Dulce Sahagun Dr. Jimmy Samaniego

Dr. Chito Salud Ronne Abeleda Lourdes Trinidad Tess Rivadillo Karen Naval Romina La-casandile Charles Bitangcol Roxanne Notario Celia Oliveros Jenny Mercado Edward Tolen-tino Milet Perez Beth Vargas Carol Hernandez Sylvia Nacpil Irene Nodado Alma Muncal Marilyn Atienza Samuel Car-

bonel Shiela Garcia

Please turn to page 4

Patient’s Rights & Responsibilities revisited

Page 7 Vol 5 No 2

Three years after The Medical City

has formulated its policies on pa-

tient rights and responsibilities, let

the QuIP Update refresh your

memories by once again publishing

them as part of this issue on patient

education. By revisiting them, we will

be more in a position to protect their

rights and help them be more respon-

sible patients. In so doing, we our-

selves become more aware and edu-

cated health care providers.

PATIENT’S RIGHTS

Our patients have the right to

be informed of:

Their rights as a patient in a man-ner and language that they understand;

The names and departments of the doctors and staff who will be in charge of their care in the hospital;

The nature of their illness, its likely causes, manifestations and course

The treatments proposed to them, their benefits, side effects, potential risks and costs;

Other treatment options relevant to their condition, including the option to withhold treat-ment, and the consequences of taking such options.

PATIENT’S RESPONSIBILITIES

Information on the responsibilities of our patients is given as part of the admission process. These responsi-bilities include:

To provide correct information re-garding medical history

To know the members of their health care team

To ask questions regarding the na-ture of their illness and treatment options, benefits, risks and costs

To ask questions, if information is not clearly understood

To be considerate of other patients

To respect the hospital and other patient’s property

To promptly pay all bills related to their care according to hospital policies

To adhere no the no smoking policy of the hospital

To assist in the control of noise and number of visitors

To cooperate with hospital person-nel

The JCI standards specify that educating patients on topics appropriate to their conditions should be done by the organization because this facilitates faster return to pre-illness condition and maintenance of health. The JCI recommends specific topics that are must-know’s upon patient’s entry to the hospital. These require-ments are mentioned both in the PFE and Patient and Family Rights (PFR) stan-dards.

Included among these topics are the following:

1. Patient rights and re-sponsibilities

2. Advance Directive policy

3. Informed Consent policy

4. Medication safety

5. Medical equipment safety

6. Drug and food interaction

7. Appropriate diet and nu-trition

8. Pain management

9. Rehabilitation techniques

10. Prevention of falls

11. Infection control policy

12. On-going clinical trials

CPP has already developed patient brochures on the first two topics listed. Education materials on the remaining topics are in the works.

What the TMC patient needs to know

Our corporate

mission states

we “take our

patients as

equal,

enlightened,

and empowered

partners in

responding to

their health

needs.”

- TMC Annual

Report 2003

Page 6 QuIP Update

QuIP Update is published by

the Medical Quality Improve-

ment Office. For comments

and feedback, call local

6289/6290 or email

medqi@medicalcity.com.ph

Patient and family education helps pa-tients participate more in their care and make informed care decisions. This hap-pens any time during a patient’s stay in the hospital when he encounters his doc-tor, nurse, or any other member of his care team. Since many hospital staff provide information to patients, it is impor-tant that educational activities are coordi-nated and focused on what the patient needs. This article quickly guides us through the PFE standard.

PFE.1 ensures that the organization has a structure or mecha-nism for patient edu-cation.

PFE.2 lists elements on assessment of the patient’s educational needs and informed consent including patient’s rights to participate in his/her care.

PFE.3 states that the organization should have sufficient educa-tion and training to meet the health needs of patients. This includes educa-tion and information to promote health and prevent disease.

PFE.4 specifies that the organization

The Patient and Family Education (PFE)

standard: a quick look

Page 3 Vol 5 No 2

should provide edu-cation on the follow-ing topics as appro-priate: safe use of medication, safe use of medical equip-ment, potential drug and food interac-tions, diet and nutri-tion guidance, pain management, and rehabilitation needs.

PFE.5 ensures that the organization develops appropriate educational methods to allow for sufficient learning and interac-tion between pa-tients and health care providers.

PFE.6 ensures that the organization’s health professionals collaborate with each other to pro-vide education.

In The Medical

City, our patients

are assured that

their medical infor-

mation are treated

with utmost confi-

dentiality. Below

are some tips on

how all of us can

protect our pa-

tients’ right to pri-

vacy:

Do not leave charts lying around; keep them in their respective dockets

Computers close off after 5 min-utes of non-use and can be opened only

with passwords; do not give out computer pass-words

Visitors are not en-tertained with-out prior con-sent of patient

Phone inquiries are not entertained; identity of in-quiring physi-cian may be confirmed upon request

Never discuss pa-tient information in hallways, cafeteria, eleva-tors and other public areas

Medical information are released only under pa-tient’s authori-zation and con-sent

TMC protects patient information

Patient Education Task Force… (from page 2)

Page 4 QuIP Update

policies.

To complement these training modules for the staff, the CPP will likewise develop pa-tient educational ma-terials on other topics that, according to JCI standards, the patient

needs to know. Be sure that in the months to come, we will be seeing more patient-friendly bro-chures demonstrat-ing that TMC is in-deed a patient-centered organiza-tion.

reviewed and en-hanced training mod-ules on our policies on patient and family rights, informed con-sent and advance di-rective. It expects that by the end of May, the entire TMC staff is al-ready aware of these

The members of the Patient

Education Task Force (PETF)

were one of those who partici-

pated in a Training of Trainers

workshop held on February 7-8,

2008, in Subic Bay, Olongapo

City.

The workshop aimed to teach

the participants how to be

effective trainers and team

players.

The pictures on this page are

proof that the task force

members really worked hard

to acquire the knowledge

and skills in order to be mod-

els of what a TMC leader and

communicator should be.

The JCIA 2009

Task Forces

Training of

Trainers

strengthened

communication

and trust

among the

participants.

Page 5 Vol 5 No 2

PETF goes to Subic!