2020 IHCA/INCAL Spring Confernece Pre-education Workshop | April 20, 2020 | 1-5 p.m.

FOCUS in 2020 – Back to the Basics*

A “Frontliner” describes the people who represent the face or voice of our business, first responders to interact with our customers.  These frontliners are around many hours a day and are expected to be the ambassadors of the business or services we provide, however with all the tasks and challenges in daily operations, its easy to get stuck in a prevailing culture of  “Do, Do, Do.”  There is a need to get back to the basics with our “Frontliners” and ensure a culture of person-centered care and continuous improvement prevails and this workshop will foucs on this theme.

Why should you attend:  We are all a “Frontliner” and part of an important team support each individual resident we serve and everyone can benefit from self-improvement as a team member. 

Who should attend:  Any member of the the interdisciplinary team (DON’s, MDS, Nurse Managers, Administrators, Social Workers)

Where: French Lick Springs Resort, French Lick, Indiana

Speakers: Lori Davenport, Eleisha Wilkes, Barb Bancroft

Session I: Implementing a (PDSA) - PLAN-DO-STUDY-ACT Approach into Daily Operations - Back to the Basics of Customer/Person-Centered Care and Self-Reportable Events (Lori Davenport)

So, you say your organization is fully customer service oriented and delivers person-centered care – it operates 24/7/365 and promotes hotline response to customer concerns and complaints and has a weekend manager on duty for grievances.  This is wonderful; however, it might just work if your goal is to simply resolve customer complaints and keep the surveyors out of your building on those time consuming self-reported investigations.  Today, is all about the customer and if a provider wants to outlast competition, keep your stars, stay in business, manage quality outcomes, meet budgeted census, prevent G/SSQC/ IJ citations…….  we need to do more than just collect & resolve complaints and self-report incidents like we do now.  It is time for change at the front line.

Participants will:

  1. Understand the importance of knowing how your customers feel about your customer complaint handling.
  2. List at least 4 steps of the PDSA model that can be used in daily operations with any subject matter and at any level of operation. 
  3. Improve the interdisciplinary approach to managing customer concerns especially at the front line.
  4. Identify one way your facility can use PDSA to improve outcomes related to complaints and self-reportable events


Session II: Bringing the Team Together for Effective Care Planning (Eleisha Wilkes)

Are your care plans comprehensive, timely, and person-centered? Who is involved in the care planning process? In this presentation, we'll get back to basics and review how to achieve effective care planning through an Interdisciplinary Team approach. Through a brief review of care plan regulatory requirements, we'll bridge the gap between MDS Care Area Assessments and planning care around the resident's goals and preferences while developing systems to promote IDT involvement throughout the length of stay.

Learning Objectives:

1. Identify the regulatory requirements related to Care Planning

2. Learn how to develop an effective person-centered plan of care that focuses on the goals of each resident

3. Improve Interdisciplinary involvement through effective systems for care plan development    and revision


Session III: Assessment of the Geriatric Patient – A Pharmacologic and Physiologic Approach (Barb Bancroft)

This one-day hour seminar provides an in-depth discussion of essential aspects of the assessment of the geriatric patient. Physiologic changes with aging are correlated with physical assessment findings as well as side effects of common drugs used in the aging population. An emphasis on neurologic function includes peripheral neuropathies, dementia and delirium, movement disorders and the special senses. Type 2 diabetes and thy­roid dysfunction are covered in the Endocrine System. Reproductive changes are gender specific and include causes of erectile dysfunction in the male and menopausal changes in the female. Cardiovascular diseases include coronary artery disease and athereosclerosis as well as hypertension and left ventricular hypertrophy. Respiratory function briefly covers COPD and other age related conditions. The effect of NSAIDS in the GI system is emphasized as are the common causes of constipation in the eld­erly population. The effect of a decreased glomerular filtration rate and drug excretion is correlated with side effects and drug toxicity. This lec­ture is a must for anyone working with Geriatric patients.

* This is a separate ticketed event. To register for this workshop, please click here.

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