Network Patient Services staff members are available to provide technical assistance and to assist you in meeting your patients' needs when it comes to Patient Engagement and person centered care, communication issues, depression screening, interpreting ICH-CAHPS results, dialysis travel, access to care, complaints and grievances and MORE!

Patient Access to Care:

Access to Care, Involuntary Discharge or Transfer

Bed Bugs

Paying for Dialysis

Grievance Policy

Patient Satisfaction:

Understanding ICH-CAHPS
Work, School, and ESRD (Vocational Rehabilitation)

Patient Engagement:

New ESRD Patient Orientation Packet (NEPOP)

Webinar Patient Engagement QIA
Recording; Slides

Peer Mentoring
Patient Advisory Committee (PAC)
Patient Subject Matter Experts (SMEs)

Agency for Healthcare Research and Quality (AHRQ) - Patient Engagement resources
ESRD Toolkit The Patient and Family Engagement module of the ESRD Toolkit defines patient engagement in the context of end-stage renal disease facilities, discusses how to recognize and overcome obstacles to patient engagement, explains how to engage patients and their families in infection reduction, and helps your facility determine next steps to better engage patients and their families.  https://www.ahrq.gov/professionals/quality-patient-safety/patient-safety-resources/resources/esrd/esrdpatfamengage.html

This webpage from the Institute for Healthcare Improvement provides resources supporting patient and family centered care. http://www.ihi.org/Topics/PFCC/Pages/default.aspx

 

Improving Communication Skills:

These stories provide helpful examples to improve communication:

 

ESRD National Coordinating Center: Patient and Family Engagement Webinars

https://esrdncc.org/en/events/20182/june-2018/patient-experience-of-care-peoc-lan/?date=6/1/2018

Increase understanding of how to engage patients in their plan of care • Review the fundamentals of Relationship-Centered Care (RCC) • Learn the ART of Relationship-Centered Communication 

Networks to share identified interventions to improve facility culture and reduce grievances and access to care issues from each LAN meeting with all facilities in the Network service area and report implementation of the interventions at required facilities in monthly COR report. (See Page 37 – Section C.3.22.D of the ESRD Networks SOW)

https://esrdncc.org/en/events/20182/may-20182/peoc-lan/?date=5/1/2018

Discuss the value added in utilizing a patient to help other patients in getting wait listed. 
Patient Experience of Care (PEOC)  | May 2, 2018  | Using the Grievance Toolkit  | Julie Moss, MS Anne Pugh, MSW, LCSW Melissa Perry MSW, LCSW  | • Discover what a LAN is • Explain how LANs transfer experiences to help mitigate barriers and drive improvement • Discuss barriers to healthy and productive communication • Demonstrate the Forum of ESRD Networks Grievance Toolkit • Share success stories related to using the Grievance Toolkit 

Networks to share identified interventions to improve facility culture and reduce grievances and access to care issues from each LAN meeting with all facilities in the Network service area and report implementation of the interventions at required facilities in monthly COR report. (See Page 37 – Section C.3.22.D of the ESRD Networks SOW) 

Wednesday, August 22, 2018, 1:00 p.m. to 2:00 p.m. ET.

Featured Presenter
Kristin Kuntz, Ph.D., The Ohio State University Wexner Medical Center
Presentation Objectives
  • Identify the psychological challenges of dialysis.
  • Highlight incidents that can frustrate and traumatize dialysis patients.
  • Define elements that can contribute to the manifestations of anxiety and depression.
  • Discuss risk Factors for violence at dialysis.
  • Examine interventions to support patients' mental health.
  • Understand how to talk to patients about psychotherapy.
Event Materials

Telephone Call

Patient Services Department:

(516)209-5622 - priority line for immediate needs.
(516)209-5624 - standard facility concerns
(516) 209-5626 / (800) 238-3773 - priority line dedicated line for patients

Erin Baumann, LMSW
Patient Services Director
516-209-5348
ebaumann@nw2.esrd.net