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November 13, 2024•0 views•SharePoint App•
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AMBER ARMUTH
started transcriptionAMBER ARMUTH
0 minutes 9 seconds
AMBER ARMUTH 0 minutes 9 seconds
OK.
AMBER ARMUTH 0 minutes 11 seconds
So I think most everybody on here knows me, but I know for sure we have one new face.
AMBER ARMUTH 0 minutes 17 seconds
We have a new nurse out of Greenwood.
AMBER ARMUTH 0 minutes 19 seconds
She's training in Greenwood for our in the Avon office and I see her here.
AMBER ARMUTH 0 minutes 22 seconds
So welcome, Karen.
AMBER ARMUTH 0 minutes 25 seconds
And my name is Amber.
AMBER ARMUTH 0 minutes 26 seconds
I'm the clinical lead for the state.
AMBER ARMUTH 0 minutes 28 seconds
I have been working with the administrators really closely to offer some optional education over the last few months.
AMBER ARMUTH 0 minutes 36 seconds
Last time our topic was admissions for the nurses.
AMBER ARMUTH 0 minutes 40 seconds
Got a lot of really positive feedback from that. So we decided to move forward with another one this month and this one's extended out to all of the operations staff also because grievances are something that can be and should be handled by everybody in the office.
AMBER ARMUTH 0 minutes 56 seconds
They are not just on the administrator, the nurse, the branch manager, whoever, because you all speak to the clients and the caregivers regularly and you need to have the information and knowledge on what to do when you receive a complaint from a client, family or caregiver. So we.
AMBER ARMUTH 1 minute 13 seconds
Going to talk through that today.
AMBER ARMUTH 1 minute 17 seconds
So first of all.
AMBER ARMUTH 1 minute 19 seconds
I'm gonna turn off my camera while I talk.
AMBER ARMUTH 1 minute 21 seconds
I'm so sorry.
AMBER ARMUTH 1 minute 22 seconds
My screen's on the other side.
AMBER ARMUTH 1 minute 23 seconds
I don't want to be looking to the side here.
AMBER ARMUTH 1 minute 25 seconds
So first of all, to differentiate between a complaint and a grievance can sometimes be challenging, but really excited. We have created a tool that's going to help you through that.
AMBER ARMUTH 1 minute 35 seconds
But I want to show you the definitions here.
AMBER ARMUTH 1 minute 37 seconds
So a complaint is any formal or informal verbal expression of dissatisfaction with care or service that is expressed by the client or family.
AMBER ARMUTH 1 minute 46 seconds
That it solved at that time by staff present.
AMBER ARMUTH 1 minute 49 seconds
OK.
AMBER ARMUTH 1 minute 49 seconds
These are, you know, small, small type of issues.
AMBER ARMUTH 1 minute 53 seconds
The client's upset. Maybe their caregiver continues to be 10 minutes late every single day.
AMBER ARMUTH 1 minute 59 seconds
And you offer to either replace the caregiver, they decline.
AMBER ARMUTH 2 minutes 3 seconds
You re educate the staff so that is a simple complaint.
AMBER ARMUTH 2 minutes 7 seconds
It can be handled right.
AMBER ARMUTH 2 minutes 8 seconds
Then you can either restaff it if they ask or re educate the caregiver to correct that behavior. That's that.
AMBER ARMUTH 2 minutes 14 seconds
The the client is upset about.
AMBER ARMUTH 2 minutes 17 seconds
A grievance is any formal or informal verbal expression of dissatisfaction with care or service that is expressed by the client or family that is not solved at that time by staff present. Also, any formal or informal written expression of dissatisfaction.
AMBER ARMUTH 2 minutes 32 seconds
Any complaint regarding abuse, neglect, exploitation, fraud, harm or other non compliance is automatically a grievance.
AMBER ARMUTH 2 minutes 40 seconds
So first of all, who can make a complaint?
AMBER ARMUTH 2 minutes 42 seconds
It can be anybody really. It could be the client.
AMBER ARMUTH 2 minutes 45 seconds
It could be a client's family member or it could be a caregiver.
AMBER ARMUTH 2 minutes 48 seconds
We do sometimes receive grievances or complaints from our caregivers, and it's important that we address them in the same manner as we do our client complaints.
AMBER ARMUTH 2 minutes 58 seconds
So who can take a complaint that can be anybody in the office?
AMBER ARMUTH 3 minutes 2 seconds
Any internal staff member can be the nurse.
AMBER ARMUTH 3 minutes 4 seconds
The branch manager, care supervisor, recruiting specialist, or the administrator because keep in mind, our patients do have access to our administrator's phone number. We we educate them upon admission about complaints and grievances and how to reach the administrator.
AMBER ARMUTH 3 minutes 18 seconds
So sometimes they do go directly to the administrator and bypass the office.
AMBER ARMUTH 3 minutes 24 seconds
Who can resolve the complaint?
AMBER ARMUTH 3 minutes 26 seconds
Again, this can be any internal staff member.
AMBER ARMUTH 3 minutes 30 seconds
If it can be fixed by you immediately.
AMBER ARMUTH 3 minutes 33 seconds
Again, remember that is a complaint.