EMERGENCY
OBSERVATION WARD ADMINISTRATION
Supervision, Patient Feedback & Complaints dr. Erka Wahyu Kinanda – KAN
Supervisor : dr. Antonius Freddy, Sp. EM, KEC
OUTLINE
▪ Overview
▪ Supervision in Emergency Observation Ward
▪ Patient Feedback and Complaints Handling in Emergency Observation Ward
▪ Conclusions
EMERGENCY OBSERVATION WARD OVERVIEW
▪ Definition:
▪ The Emergency Observation Ward (EOW) is a specialized unit within the hospital designed for the short-term intensive monitoring of patients who require careful observation and assessment.
▪ Purpose:
▪ To provide timely evaluation and treatment for patients with acute medical conditions, ensuring appropriate care before deciding on admission or discharge.
▪ Key Functions:
▪ Immediate assessment of patients with undifferentiated symptoms.
▪ Close monitoring of vital signs and clinical parameters.
▪ Deciding on the need for further admission or discharge.
▪ Duration of Stay:
▪ Patients typically stay in the Emergency Observation Ward for a short period, ranging from a few hours to overnight, allowing for focused observation.
▪ Staffing:
▪ Qualified healthcare professionals, including nurses and doctors, are present to deliver specialized care and ensure patient safety.
▪ Facilities:
▪ Equipped with monitoring devices, emergency equipment, and resources necessary for rapid assessment and intervention.
▪ Role in Patient Care Continuum:
▪ Acts as a bridge between the emergency department and inpatient units, optimizing the use of resources and ensuring efficient patient flow.
SUPERVISION IN EMERGENCY
OBSERVATION WARD
Definition:
- The act of watching a person or activity and making certain that everything is done correctly, safely
- The activity of managing a department,
project, etc. and of making sure that things
are done correctly and according to the
rules
▪
All medical officers, clinical associates, and residents are assigned supervisors who will feedback to you about your performance.
▪
In addition, while on shift there are senior doctors (registrars, senior residents, associate consultants, consultants and senior consultants) who will supervise your clinical work.
▪
It is your responsibility to seek help, supervision or advice in the following situations:
▪ Procedures that you are unfamiliar with or are not credentialed to perform
▪ Patients with time sensitive conditions – AMI, acute CVA, sepsis, open fractures
▪ Patients with persistent abdominal pain, elderly patients with abdominal pain
▪ Patients requiring observation under the listed protocols
▪ Patients requiring admission
▪ Patients who are unstable and require close monitoring or resuscitation
▪ When in doubt with regards to patient’s presentation or physical findings or investigations or management or disposition
INDONESIA
▪ Supervisi kepatuhan staf terhadap regulasi RS (TKRS 3 ep 2)
▪ Supervisi tenaga kesehatan yang sedang mengikuti pendidikan (KPS 2 ep 2)
▪ Supervisi kepada tenaga medis yang belum mendapatkan kewenangan mandiri (KPS 10.1 ep 3)
▪ Supervisi dari Tim/Komite Mutu (PMKP 2 ep 2)
▪ Supervisi penerapan program manajemen risiko (PMKP 11 ep 1)
▪ Supervisi PPI pada semua kegiatan pencegahan dan pengendalian infeksi di rumah sakit (PPI 1.1 ep 2)
▪ Supervisi mengenai BMHP (PPI 4.1 ep 3)
▪ Supervisi proses pembersihan dan disinfeksi lingkungan (PPI 5 ep 3)
▪ Supervisi mengenai pajanan limbah infeksius (PPI 7 ep 3)
▪ Supervisi pengelolaan benda tajam dan jarum sesuai dengan prinsip PPI (7.2 ep 3)
▪ Supervisi pelaksanaan pendidikan yang dijalankan untuk setiap jenis dan jenjang pendidikan staf klinis di rumah sakit aman bagi pasien dan peserta didik (PPK 5)
PATIENT FEEDBACK
AND COMPLAINTS
▪
Patients often provide feedback and seek clarification about their medical care.
▪
When such feedback reaches the Head of Department (HOD), Director of Clinical Service, or Manager, they forward it to healthcare professionals for an explanation of the events.
▪
This presents an opportunity for service recovery if needed.
▪
It's crucial for the HOD, manager, and Service Quality (SQ) staff to understand the healthcare professional's perspective to formulate an appropriate response and prevent further escalation.
▪
SQ staff, some of whom are non-clinicians without access to patient records, interact directly with patients and their relatives and may lack an understanding of medical conditions or clinical decisions.
▪
It is emphasized not to make things difficult for SQ staff, as they play a supportive role.
▪
Dealing with difficult patients should be documented in the patient's confidential notes,
providing a chance for learning and improvement in medical knowledge, patient care, and
systems-based practice.
how to create an environment conducive to patient feedback?
▪ Communication: Clear and open communication between patients and healthcare professionals is essential. Patients should be informed about the importance of their feedback and assured that it will be taken seriously.
▪ Anonymity and Confidentiality: Offering options for anonymous feedback enables patients to express their opinions without fear of repercussions. Additionally, assuring confidentiality builds trust and encourages honest feedback.
▪ User-Friendly Feedback Mechanisms: Providing accessible and user-friendly platforms for feedback, such as online portals or mobile applications, can make it easier for patients to share their experiences.
▪ Timely Responses: Healthcare organizations should strive to acknowledge and respond to patient feedback promptly. This demonstrates a commitment to addressing concerns and improving patient care.
key steps to effectively address patient complaints
▪ Active Listening: When patients voice their concerns, it is crucial for healthcare professionals to actively listen and empathize. This helps establish trust and demonstrates a genuine commitment to resolving the issue.
▪ Timely Investigation: Complaints should be promptly investigated to understand the underlying causes and determine appropriate actions. This may involve reviewing medical records, interviewing staff members involved, or conducting internal audits.
▪ Transparent Communication: Keeping the patient informed about the progress of the investigation and the steps being taken to address the complaint is vital. Transparent communication helps manage expectations and provides reassurance that their concerns are being taken seriously.
▪ Continuous Improvement: Identifying patterns or recurring issues from patient complaints can guide healthcare organizations in implementing systemic changes to prevent similar problems in the future.
Regular feedback loops and quality improvement initiatives are essential for ongoing progress.
INDONESIA
Perawatan pasien di rumah sakit merupakan pelayanan yang kompleks dan melibatkan berbagai tenaga kesehatan serta pasien dan keluarga.
Komunikasi dan edukasi yang efektif akan membantu pasien untuk memahami dan berpartisipasi dalam pengambilan keputusan yang berkaitan dengan perawatan yang diterimanya.
Terdiri dari 7 standar, dengan total 26 elemen penilaian (EP)
Standar ini berfokus pada :
1. Pengelolaan kegiatan Promosi Kesehatan Rumah Sakit (PKRS) (Standar KE 1)
2. Proses komunikasi antara rumah sakit dengan pasien dan keluarga ( Standar KE 2 -7)
CONCLUSIONS
• Supervision, patient feedback, and complaint handling are integral components of a patient-centric healthcare system.
• By fostering an environment that encourages patient
feedback and effectively addressing complaints, healthcare organizations can enhance the quality of care, patient satisfaction, and overall outcomes.
• Through robust supervision practices, healthcare professionals can continuously improve their skills and ensure that patient feedback is embraced as a valuable tool for positive change.
REFERENCES
▪ DEPARTMENT OF EMERGENCY MEDICINE. (2016).
▪ Instrumen Survei Akreditasi KARS sesuai STARKES 2022. (n.d.).
▪ Jensen, K., & Kirkpatrick, D. G. (n.d.). The hospital executive’s guide to emergency department management.
▪ Mace, S. E. (2017). Observation Medicine Principles and Protocols. www.cambridge.orgwww.cambridge.org
▪ Mulyohadi, M., Poernomo, A. I., Sidi, S., & Zahir, H. (2006). KONSIL
▪ Mayer ’, S. &. (n.d.). Emergency Department Management.
▪ KEDOKTERAN INDONESIA KOMUNIKASI EFEKTIF DOKTER-PASIEN EDITOR.
▪ SUPERVISION | English meaning - Cambridge Dictionary. (n.d.). Retrieved December 7, 2023, from https://dictionary.cambridge.org/dictionary/english/supervision
▪ Wilson-Stronks, A., Cordero, C. L., & Carr, M. (2010). The Joint Commission Isa Rodriguez, Project Coordinator, Division of Quality Measurement and Research, The Joint Commission Mara Youdelman. National Health Law Program. http://www.jointcommission.org.