FNS Learning Lab Training Manual

FNS Learning Lab Training Manual

PATIENT SERVICES LEARNING LABS

PATIENT SERVICES LEARNING LABS

These labs are meant to enhance our diet and safety training received in MyCompass Passport e-Learning modules, as well as provide additional resources for training. These exercises will provide hands on practice before the associates are released to work by themselves in conjunction with a passing Shadow Report. There are four Labs that help show the connection between what we do with safety and the positive experience we can create for our patients. They also illustrates how what we do directly impacts the PRC question that our patients are asked: This is how we can close the gap between our intentions and our patient's perceptions of what we have done. Here are the focus of each lab: “Thinking of timeliness, temperature and accuracy, overall, howwould you rate the food service?”

Safety

Nursing Communication

Cart and Tray Set-Up

Patient Interaction

PATIENT SERVICES LEARNING LABS

MATERIALS

SAFETY LAB: Copy of Compass Safety Pledge Gloves ( Medium, Large/ XL) Masks Isolations gowns An isolation cart/ set as would be seen on a patient unit Isolation signs used by your Ministry ( e.g. Contact, Droplet, Airborne) Any signage that may communicate information about the patient ( Fall Risk, NPO, Calorie Count, etc.) Foam Allergy Poster Policy on High Risk trays ( Review of how to identify high risk trays, what are considered high risk trays, how do we communicated to patients with allergies) Policy for Diabetic trays ( review, how are they identified, communication with nursing etc.) Use OPEX fact sheet on Temperatures (have one printed laminated and posted) If possible conduct the role play at an empty nursing station. If that is not possible set up room using a table a chairs to represent a nursing station. Have printed copies of Key words at key times ( for Nursing communication, specific to NO, wait staff and CAs.) Have a laminated copy of the contact sheet. NURSINGCOMMUNICATIONLAB:

CART AND TRAY SET-UP 1 clean cart 1 dirty cart Fully stocked clean and labeled condiment caddy Coffee service if applicable

CTY Clip board ( stocked with menus, menu spread, diet explained cards if applicable) TRAY SET UP 1 tray with dome set up, soup and beverages 1 tray set up as a clear liquid tray Picture of tray set ups for Clear Liquids,

Scanner/ cart log Diet census sheet

Breakfast and Lunch/Dinner tray Key words during tray delivery

PATIENT INTERACTIONLAB:

SPOKENMENU SERVICE:

ROOM SERVICE:

Bed over bed table and a tray with a meal ( use fake food) Patient menu Condiment caddy Diet Census sheet/ CA clip board Hand sanitizer Meal Cart Key words at key times for Catering Associate Role play scenarios

Bed over bed table and a tray with a meal ( use fake food) Patient menu Condiment caddy Scanner/ cart log Hand sanitizer Meal Cart Head set for Nutrition Operator Key words at key times for: Nutrition Operator

(N.O) and Wait Staff Role play scenarios

RESOURCES

Here are links to all posters and printables needed for the labs

Additional Resources

Safety

Safety

The purpose of this lab is to review proper PPE protocol, infection control regulations, and the Compass safety pledge. This is a very hands on and interactive lab that will require enough PPE for every trainee. Materials needed include: copies of the safety pledge, gowns for all participants, gloves, ear loop and ( one ) N95 mask.

Introduction

Begin by passing out the safety pledge to all participants. Explain that this must be

signed by every associate on a yearly basis and filed.

Go through the each section of the safety pledge.

I will pay attention to any and all safety training I receive.

This includes training received in pre - service meetings, CHAT, GoBEYOND, weekly

minders, etc.

I will wear approved, clearly marked, slip-resistant shoes while at work (unless otherwise instructed by my supervisor).

Discuss options to purchase slip resistant shoes, such as Shoes for Crews.

Shoe covers can be used for associates that do not have slip - resistant shoes

page 1

Safety

I will wear all required personal protective equipment(PPE) such as, but not limited to rubber/vinyl aprons, rubber gloves, safety goggles, face-shield or other approved eye protection when performing any task that requires it including mixing or handling of cleaning chemicals. Note to facilitator: for individuals training this piece, please contact your ministry’s infection control department for proper PPE protocols and guidelines.Standard Precautions are the procedures you will use every minute you are at work. Because we cannot identify every person that may be infected, it is imperative that we treat all substances as potentially infectious. We must utilize Standard Precautions at all times. .

page 2

Safety

General Standard & Universal Precautions come through the use of:

Engineering Controls

Personal Protective Equipment ( PPE )

Proper Work Practice

Good Housekeeping Techniques

The required PPE (Personal Protective Equipment) protocols are:

Contact Precautions:

Airborne Precautions:

Hand Hygiene

Hand Hygiene

Gloves

Gloves

Gown

Gown

Droplet Precautions:

Mask - Fit Tested - N95

Hand Hygiene

Respirator Special Precautions:

Gloves

Hand Hygiene

Gown

Gloves

Mask

Gown

Mask - Fit Tested - N95 Respirator

page 3

Safety

Be very regimented on educating your associates on proper PPE protocol. Focus

on when and where it should be worn.

Practice hand sanitizing by asking all of the trainees to demonstrate the proper

protocol. The proper technique for hand sanitizing is to use a golf ball size amount.

Move hands together, creating friction and getting in between the fingers, per PPE

standard protocols.

Review hand washing protocol, per PPE standard protocols. Ask for a volunteer to

demonstrate. A best practice is to lather soap in hands for the length of “ Happy

Birthday, ” sung twice ( at least 15 seconds )

Ask, “ How often should you wash your hands? ” Hand sanitizer is not a substitution

for actual soap. Associates should be washing their hands with soap after every

three rooms they clean.

Demonstrate and practice proper glove usage, per PPE standard protocols. Always

sanitize hands before putting on gloves.

.

page 4

Safety

Demonstrate proper glove removal, using the “ pinch and

peel ” method: pinch at the wrist, pull and fold glove inside

out. Then, using the removed glove, repeat the process on

the other hand. Sanitize or wash hands, as appropriate, after

removing gloves.

Discuss when to use and frequency of changing gloves.

Review the areas that require a mask and which type of

mask. Discuss the two types of masks we use: surgical

masks ( ear loop ) and N95. Demonstrate and have everyone

practice with the surgical masks.

Proper technique for the surgical mask: look for the blue

writing on the mask. The writing side is what touches your

face. Press the mask to your nose, pinching it down. Loop

one ear, then the other. You shouldn ’ t be able to see your

nose if applied correctly. Finish the process by pulling the

bottom of the mask under the chin.

.

N95 mask: these are used in airborne rooms. Every

associate is fitted for the N95 mask upon hire and again

annually.

Demonstrate donning and duffing of gown, per PPE

standard protocol. Have every attendee practice the

process after the demonstration.

page 5

Safety

I will follow proper lifting techniques and will ask a co-worker for assistance if an item is too heavy or large for me to lift by myself.

Ask trainees “ What the proper way to lift? ” Ask for a volunteer to demonstrate. Bending

from the knees is the proper technique for lifting.

If something is too heavy, ask for help or break up the load into smaller, more manageable

batches. Finding a cart to assist is another option.

I will follow the “clean as you go policy” to ensure that any spilled/dropped items do not become hazards to myself or my co-workers. If I know of (or am made aware of) a safety and/or health hazard or unsafe work practice, I will immediately report it to my supervisor.

This includes things like broken wheels on carts, tripping hazards, frayed electrical wires, etc.

.

page 6

Safety

I will not engage in any work practice that puts my co-workers, my customers or myself at risk of injury.

When something is out of reach, please use an approved ladder to retrieve it. Never use a

chair, desk or other.

Carefully remind other employees when they are being unsafe by being kind: “ For your

safety, my safety, and the safety of everyone else, can I bring you a ladder? ”

I will use the open communication process to inform my supervisor if I am unable to perform any of these initiatives due to lack of training or available safety equipment.

It is your responsibility to notify management, when you don ’ t understand something or

need more training or clarification.

If operating, or riding in, a vehicle on Compass Group business I will wear a seatbelt and obey applicable traffic laws.

.

Ask, “ Does this apply to EVS? Do we operate any vehicles? ” All of our riding floor care

machines are considered vehicles. Because these machines can cause injury to oneself

and others, seat belts must be worn, and operators must be extremely mindful to prevent

injury.

Appropriate floor care signs must be displayed while operating machinery.

page 7

Safety

Regardless of how minor it may seem I will report all accidents or injuries to my supervisor immediately.

Always report an injury. No matter how small it may seem, it could turn into something

bigger. If you don ’ t report the injury, you have no defense, should the injury become more

serious. “ If it isn ’ t documented, it didn ’ t happen. ”

In the event I am injured as the result of a work-related accident, I will cooperate with and keep my supervisor informed.

It is your responsibility to notify management of any and all doctor appointments, etc,

associated with an injury.

I have received a copy of the current Compass Group Associate Safety Guide and reviewed it with my manager/supervisor (Newly hired associates or as required, all other place N/A in initial block).

.

From a management standpoint, this checklist is how your staff is held accountable. By

signing this pledge, each associate acknowledges that they were trained in each of these

areas.

page 8

Safety

I will wear light-duty cut-resistant glove(s) when handling, using or cleaning knives or any other sharp item

I will wear two heavy-duty cut-resistant gloves only while cleaning the slicer, not while using it.

I will wear oven mitts when handling hot items.

Discuss how to properly use cut-resistant gloves (light and heavy) and which situations they should be worn. Also discuss when to wear oven mitts.

.

page 8

Safety

The use of proper standard precautions and cleaning protocols are key to effective infection prevention. BRIEFLY discuss and review the following:

Blood borne pathogens ( Hepatitis B, Hepatitis C, and HIV ) , how they are transmitted,

where they exist, cleaning protocols and chemicals used.

VRE / MRSA / C DIFF / TB, how they are transmitted, where they exist, cleaning protocols

and chemicals used. ( See EVS SOP playbook for more information )

.

page 9

Safety

Additional FNS Safety Information

Review of all possible signage pertaining to patient (i.e. Fall Risk, NPO, FR etc.) and what to do when you encounter those types of signs. Review process for Diabetic Trays and how it can affect the patient if it is not followed. Review High Risk & Allergy trays. Define High Risk ( puree, ground, chopped, thickened liquids: honey, nectar, pudding). Review the major allergens using poster and what to do if a patient tells you that they are allergic to something . Using the posted OPEX Fact sheet on Food Temps. review the importance of food safety. Discuss the repercussions of safety incidents.

page 9

Nursing Communication

Nursing Communication

In this lab, participants will learn the importance of communication with nursing, diving into the WHY and the HOW. Then, we'll look at how communication connects with temperature, timeliness and accuracy, the three drivers in our PRC question.

Ask the group if they think communication is important and why?

Wait for responses

Listen for answers and thank them for responses. Then share that communication is a two-way street and it’s everyone’s responsibility. Because it's our priority to keep our patients safe and as comfortable as possible, we must develop a relationship with nursing so that both parties (you and nursing) have all the information needed. Ask, “Whose responsibility is it to communicate with nursing and why?” Listen for answers like: Information about patients, diet changes, discharges, out of the room, special instructions, the patient needs a feeders help, the patient has changed rooms, etc. (these may be some of the more common answers) Thank them for their responses and review these answers as well: Added information or clarification about allergies, religious status, the mood of the patient, if a patient is in a lot of pain or upset and if they share this ahead of time it can be very helpful to us in adjusting our approach to the patient. What can we gain from good communication with nursing?

.

page 1

Nursing Communication

“Good communication also helps us build strong relationships with nursing, relationships that can provide us with other important information that can help us to make the patient a little more at ease. For example, If the nurse shares with you that the patient will be in the hospital for their anniversary, what can we do to help celebrate? Maybe they have a favorite food that they are not able to get. These additional bits of information can really help us to make a difference in our patient’s experience."

What information do you think nursing would find helpful from us ( N.O, Wait staff, CA)?

Wait for responses and thank them for their answers. Review the following: “Nurses would find it helpful, if they knew: 1. When we’re on our way to the unit, so that they can prep their diabetic patients (CTY/ Spoken Menu programs) 2. When we're going on break. This helps them to know our availability for requests (CTY/ Spoken Menu programs) 3. We are going to be late/ miss our scheduled arrival time due to technical difficulties. This helps them to better care for their patients so that they can make the necessary adjustments to their medications if necessary. (Both programs) 4. If we are going to be earlier than usual or have to change the order of delivery. (CTY) 5. How to contact you if they need something for a patient. – ( Nutrition operators and catering associates)"

.

page 2

Nursing Communication

How do we promote clear communication?

"Now that we understand how beneficial clear communication is, HOW do we actually make this happen? While some nurses and some nursing units are easier to speak with than others, we must continue communicating, even if it's difficult. In fact, you should think of it as a challenge. ‘How can I connect with this team?’

.

page 3

Nursing Communication

Here are some easy connection points that will help:

Smile; be pleasant and professional Introduce yourself to the nurses and CNAs on the unit you are working on. Continue this process until you get to know their names and they know yours Use the person’s name when talking to them Share information with the nursing team that you hear from the patients. This should include, updates on allergies or diets questions, like I am a diabetic and I am on a regular diet, or I don’t have my dentures can you chop mu food etc., but also be sure to share any good comments that the patients might share with you about the nursing team! This will help them to see you as someone that is trying to recognize them. Compliment the nursing staff in front of the patient. For example, "I want you to know that your're in good hands. Your nurses are amazing. Share with themwhen you are going on break and let them know who is covering you. Be consistent! If you consistently do this things, you are guaranteed to see a noticeable difference in how some of your nursing team interacts with you over time.

.

Pass out the Key words at key times handout along with specific nursing situations.

Now role play the situations provided to apply what was just covered

page 4

Cart and Tray Set UP

Tray and Cart Set Up

In this lab you will take advantage of the first impressions made by meal carts and meal trays presented to patients. This is an opportunity to review cart safety, presentation and set up, as well as tray set up and presentation. This lab will begin in the hallway with the facilitator demonstrating: pulling a dirty cart, walking with no sense of urgency, while on their cell phone.

Ask the group if this look familiar?

Wait for responses

Ask the group, “What kind of impression would that give someone about the food that is in the cart and the person delivering it?"

Wait for responses

Ask the group, “What is wrong with this situation and how would they can change it to make a better impression?”

Wait for responses

Review cart set up

.

Bring out the clean cart properly set up with all the “accessories” Review Cart cleanliness (how and when the carts should be cleaned, shined, free of soil both inside and out, have clean noise free wheels, etc.) Review cart safety & etiquette (in terms of PUSHING the cart vs. PULLING the cart, the appropriate places to park the cart, keeping doors closed, travelling on the elevator) Review the items that should be carried on the cart at every delivery (scanner/ cart log (RS), diet census sheet/ CTY clip board, condiment caddy, coffee service if applicable)

page 1

Tray and Cart Set Up

Review tray set up by referencing the posted laminated pictures of each of these trays

Clear Liquid Trays Breakfast Tray Lunch/ Dinner

Discuss the exceptions to using disposables (based on your policy i.e. certain isolation precautions, for behavioral health, prisoners etc. and what to do if they realize that they are running out of permanent ware.) Discuss how to present the tray appropriately to the patient -review sanitizing hands before delivering tray; demonstrate how to do it. -review how to adjust and double check tray before delivery. (straighten items on the tray, verify items on the tray with the ticket and if RS scan tray before entering the room) -review delivery of tray to patient using key words and orienting patient to items on tray. Review the Dos and Dont’s.

.

page 2

Patient Interaction

Patient Interaction

Patient interactions are very important. These interactions give us the opportunity to close the gap that may exist between our intention for the patient and their perception of what of what we've done. They not only allow us to create a pleasant experience, but also aids in verifying ACCURACY with the patient, communicate any delays in timeliness , and address any temperature concerns.

For Spoken Menu Service, review the following:

Refer to additional resources for scripting Interactions with Catering Associate/Host Key words at key times

For Room Service, review the following:

Refer to additional resources for scripting Nutrition Operator - key words at key times Wait Staff - key words at key times

Time for Role Playing

.

Ask for a volunteer to be the patient. Ask for a different volunteer for each situation that you role play.

Pass out the Key Words and the training scenarios. Review the Key words at key times with the group.

Now role play the different scenarios. Be sure to let them know that these are not the only situations they may face, but we are covering the most common ones. If they come across a challenging situation, encourage them to share it with their supervisor or leader so that they can devise a plan for the best way to handle future scenarios.

page 1