"Take 5 To Tune In"- Using Talking Control to Improve Patient Satisfaction- Evaluation

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To assist us in evaluating the effectiveness of this educational activity, please complete the evaluation form by selecting the appropriate rating. Submission of this evaluation is required in order for you to receive a participation certificate or contact hour credit.

GENERAL EVALUATION

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* 1. Do you think the level of this meeting was:

Too Complex

Appropriate

Too Simple

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2. On the whole, how would you rate the following aspects of this meeting?

	Excellent	Satisfactory	Poor	N/A
Content	Content Excellent	Content Satisfactory	Content Poor	Content N/A
Overall Quality of Speakers	Overall Quality of Speakers Excellent	Overall Quality of Speakers Satisfactory	Overall Quality of Speakers Poor	Overall Quality of Speakers N/A
Organization	Organization Excellent	Organization Satisfactory	Organization Poor	Organization N/A
Registration Procedure	Registration Procedure Excellent	Registration Procedure Satisfactory	Registration Procedure Poor	Registration Procedure N/A
Visual Aids	Visual Aids Excellent	Visual Aids Satisfactory	Visual Aids Poor	Visual Aids N/A
Webinar Experience	Webinar Experience Excellent	Webinar Experience Satisfactory	Webinar Experience Poor	Webinar Experience N/A

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* Please list topics you would like to see at future Heartland Kidney Network webinars or NANT meetings:

SESSION EVALUATION

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*
3. Please indicate your rating.
Session Title: "Take 5 To Tune In- Improving Patient Satisfaction with Talking Control"

Objectives:
1.Describe reasons to improve patient satisfaction
2.Recognize appropriate professional boundaries
3.Define the guidelines for using talking control
4.Distinguish talking control conversations versus general conversations
5.Apply the talking control technique

Speakers: DeeDee Velasquez-Peralta, LMSW, Patient Services Director
Allison Wayment, MS, Patient Services Coordinator

	Excellent	Satisfactory	Poor
Met Stated Objectives	Met Stated Objectives Excellent	Met Stated Objectives Satisfactory	Met Stated Objectives Poor
Content was Related to Objectives	Content was Related to Objectives Excellent	Content was Related to Objectives Satisfactory	Content was Related to Objectives Poor
Met Personal Objectives	Met Personal Objectives Excellent	Met Personal Objectives Satisfactory	Met Personal Objectives Poor
Effectiveness of Teaching Methods	Effectiveness of Teaching Methods Excellent	Effectiveness of Teaching Methods Satisfactory	Effectiveness of Teaching Methods Poor
Speaker Effectiveness	Speaker Effectiveness Excellent	Speaker Effectiveness Satisfactory	Speaker Effectiveness Poor

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* Comments:

TEST YOUR KNOWLEDGE

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* 4. Identify the reasons to improve patient satisfaction. (Mark all that apply)

It Improves clinical outcomes

It impacts Medicare payment for facilities under the ESRD QIP

State Agencies look at is a part of the CORE survey process

Improving communication will never prevent concerns from becoming grievances

Improving the grievance process improves patient satisfaction

Patients are comfortable sharing their concerns

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* 5. Please indicate whether each scenario stays within appropriate professional boundaries.

	Yes	No
A patient has two tickets to a concert for a band you both enjoy. You know the patient pretty well. Is going along & using the extra ticket a boundary violation?	A patient has two tickets to a concert for a band you both enjoy. You know the patient pretty well. Is going along & using the extra ticket a boundary violation? Yes	A patient has two tickets to a concert for a band you both enjoy. You know the patient pretty well. Is going along & using the extra ticket a boundary violation? No
You’ve been helping a new patient understand dialysis. The grateful family wants to thank you with a gift card. Since it’s a small amount, is it okay to accept it?	You’ve been helping a new patient understand dialysis. The grateful family wants to thank you with a gift card. Since it’s a small amount, is it okay to accept it? Yes	You’ve been helping a new patient understand dialysis. The grateful family wants to thank you with a gift card. Since it’s a small amount, is it okay to accept it? No
Your patient had a hip replacement & wants to hire you to help with laundry, light cleaning, and some personal care. Since this will be short-term, is it okay?	Your patient had a hip replacement & wants to hire you to help with laundry, light cleaning, and some personal care. Since this will be short-term, is it okay? Yes	Your patient had a hip replacement & wants to hire you to help with laundry, light cleaning, and some personal care. Since this will be short-term, is it okay? No
A patient you know well lost his Social Security check. He hasn’t been able to buy food for two weeks & wants to borrow $25. It’s not that much, is it okay?	A patient you know well lost his Social Security check. He hasn’t been able to buy food for two weeks & wants to borrow $25. It’s not that much, is it okay? Yes	A patient you know well lost his Social Security check. He hasn’t been able to buy food for two weeks & wants to borrow $25. It’s not that much, is it okay? No

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* 6. Chose the five Ways "Take 5 to Tune In" sessions are different then typical staff interactions.

Time is free from distraction

Staff talks to the patient while putting them on treatment/multi-tasking

Patient choses the topic of discussion

Staff has a handout to review

Staff is reacting to information shared as a "teachable moment"

Staff is focusing on listening, not judging or trying to problem solve or educate

Sharing together rather than advising

Staff has an agenda to address

Time is limited and specifically set aside to provide full attention to the patient

Conversations occur during put-on or take off

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* 7. Select all components of the guidelines for Talking Control sessions.

Staff is non-judgemental

Staff selects the topic to discuss

Discussions are on neutral topics

Staff uses a neutral tone, words and body language

Uses self-disclosure in moderation

Staff is undistracted

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* 8. Type in the appropriate response to the following scenerio.

Mr. Valdez has been on dialysis for 6 months. The dietitian has shared that the patient’s phosphorus is high and you know the patient’s blood pressure is not well controlled.
Mr. Valdez agrees to have his "Take 5" session and choses the starter question "Name one thing you really like about yourself?" He states " I really like my personality but wish my memory was better. I can’t remember to take my pills. But I don't think they help anyway.”
How do you respond?

Provide your full name as you would like it to appear printed on your certificate. Your certificate will be email to the address provided within two weeks of the completion of the session.

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* Please share your name and contact information (REQUIRED)

Full Name *

Clinic Name

Email Address *

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* 1. Do you think the level of this meeting was:

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* 2. On the whole, how would you rate the following aspects of this meeting?

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* Please list topics you would like to see at future Heartland Kidney Network webinars or NANT meetings:

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* Comments:

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* 4. Identify the reasons to improve patient satisfaction. (Mark all that apply)

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* 5. Please indicate whether each scenario stays within appropriate professional boundaries.

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* 6. Chose the five Ways "Take 5 to Tune In" sessions are different then typical staff interactions.

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* 7. Select all components of the guidelines for Talking Control sessions.

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* Please share your name and contact information (REQUIRED)

*
2. On the whole, how would you rate the following aspects of this meeting?