Under the new JCAHO survey process-specifically, tracer methodology-staff interviews play a more significant role than ever before. Survey coordinators surveyed under the new process are reporting that dozens of staff members were questioned during survey. And even though these coordinators prepared their staffs at length, their staffs were still worried how well they would do in front of actual surveyors. They wanted to know, "What should I do if I don't know an answer or if I answer incorrectly?" Chances are, your staff members have these same concerns.
This video—developed by experienced survey coordinators—provides field-tested tips and advice that will calm your staff's fears and give them confidence for face-to-face encounters with surveyors.
Here is what the QI Director from Northwest Hospital Center in Randallstown, MD said after showing this video to her staff.
"They thoroughly enjoyed it, and it put them at ease about our upcoming survey."
"Fun and definitely worthwhile"
"Staff thought it was fun, informative, to the point, and thoroughly enjoyable."
Build staff confidence
In just 22 minutes, this video will help your staff feel more confident and less "on the spot" when answering questions. Covering topics from body language to worst-case scenarios, this staff training video shows real-life examples of what to do during an interview and provides tips for answering surveyors' questions. Specifically, this video:
- Builds confidence—by showing what types of questions will be asked and the best way to answer
- Explains how to react to surveyors, including proper body language
- Prepares staff for the unexpected and explains their role during patient interviews
- Offers real-life advice and strategies—even if staff "freeze" or forget an answer
- Demonstrates the importance of flexibility
- Prepares staff to be observed as they deliver patient care
- Reminds staff of the importance of communication and teamwork, especially during patient transfers
Since tracer methodology makes each survey unique to every organization, there is no sure-fire way to predict which staff members will be questioned. That's why the Tracer Methodology Staff Training Video will equip all of your frontline staff with the skills and confidence to demonstrate their knowledge during survey.
Tracer Methodology Staff Training Video covers the following:
- Discussion on patient tracers and system tracers
- Overview of the Priority Focus Areas
- Case Scenarios cover:
- How to be flexible when a surveyor questions an unexpected staff member
- How surveyors can observe delivery of care including administering medication
- The right and wrong way to answer a surveyor's question
- What to do if you forget the answer to a question
- The right and wrong way for staff to communicate during a patient transfer between departments
- How to avoid negative body language
- The role staff should take when surveyors question patients
Every staff member, from frontline nurses to security officers, needs to know what to expect when interviewed by JCAHO surveyors. Show this video to everyone in your organization so they can represent your facility and the care it provides come survey day.
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