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A Moment of Truth Analysis can help case managers better understand the level of service they provide to patients and families. A case management moment of truth is an occasion when the patient experiences some interaction with case managers and forms a judgment about the quality of the services.
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Patients face a significant risk for preventable adverse events and serious medical errors in hospital critical care units, according to a study sponsored by the Agency for Healthcare Research and Quality (AHRQ).
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There are times when EDs can achieve dramatic improvements in average length of stay (ALOS) or reductions in their left without being seen (LWBS) percentages in a relatively short period of time by instituting significant new process improvements, such as bedside registration or new triage protocols.
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A program designed to prevent emergency department (ED) visits and readmissions for chronically ill older adults sends nurse case managers from Valley Health in Winchester, VA, into Virginias northern Shenandoah Valley to assist clients with special health needs.
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As a case manager, you should be aware of your hospitals policies on safety and medical errors and, as an advocate for your patients, take a role in ensuring that their care is safe and that they are informed about any errors that occur, case management experts say.
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As patient advocates, case managers can play an important role in preventing errors or addressing any event or delay in care that could result in serious complications for the patient, says Hussein Tahan, DNSc, RN, CNA, commissioner for the Commission on Case Manager Certification and immediate past chair for the Commission on Case Manager Certification.
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In addition to providing interpreter services for its increasing immigrant population, staff from Harborview Medical Center in Seattle go into the community, helping eligible patients learn to navigate the health care system.
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An increasing number of one-day stays and patients who failed to meet admission criteria formed the impetus for a throughput initiative that is reducing inappropriate admissions at Sutter Health in Sacramento, CA, says Barbara Leach, RN, director of case management for Sacramento Yolo Sutter Health.
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An emergency department patient is brought in for an X-ray, but the nurse forgets to tell the radiologist about the patients allergy to contrast dye. During a change of shift, a caregiver doesnt mention that the patient is at high risk for a fall injury.
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Park Nicollett Health Services (PNHS), a health care system based in St. Louis Park, MN, has demonstrated savings of $7.5 million in 2004 as the result of adopting the Toyota Production System also known as Lean Production. The systems success stories include: