Assure the Client About the Procedure to be Done

Introduction

Reassurance is the removal of fears and concerns about illness. In medicine, reassurance can refer to the behavior of a caregiver, or to the response of a patient. Reassurance is said to have been successful if a patient responds to a clinical consultation with less fear and concern about their illness. Despite being a core aspect of medical care, reassurance is a clinical skill that remains poorly understood.

 “Reassurance always takes place within the dynamics of the interaction between the caregiver who has the intention to reduce worry, and the patient who is concerned. Ultimately, reassurance is achieved if the patient changes his/her behavior, understanding or thoughts.”

Importance of reassuring the client about the procedure

-It means being honest. Reassurance means having self-awareness of what you can and can't do, and communicating that clearly to a client. ... The more secure you make your customers feel, the more successful you're likely to be.

-Cognitive reassurance aims to enhance a patient's knowledge and understanding of their health problem, for example using patient education to reduce worry and promote appropriate health service use.

·       -Builds trust

·      - Alleviates fear and anxiety

·      - Increases expectation

·       -Ensures proper specimen collection

Procedures for assuring the client

  • ·      Greet the client
  • ·      Introduce yourself
  • ·      Offer a sit
  • ·      Explain the importance or significance of the test
  • ·      Explain the specimen required and method of collection
  • ·      Explain the expected TAT
  • ·      Ask client for any fears or anxiety, In case of a minor, please relate to the parent or guardian

 Elements of reassuring the client (safety, pain, length of time)

  1.  Safety
  2.  Assure the client that his/her safety is guaranteed
  3.  Sterile/clean materials will be used
  4.  Personal Protective Equipment (PPE) will be used
  5.  Pain; Assure the client that minimal pain will be experienced in case of a needle prick
  6.  Length of time
  7.  Assure the client that the procedure for specimen collection will not take a long
  8.  Give the client the estimated TAT for results

 

ADHERE TO THE STANDARD TURNAROUND TIME (TAT)

Assure the Client About the Procedure to be Done

Turnaround time is one of the most important healthcare performance indicators.

What does Turnaround Time (TAT) mean?

In general, turnaround time (TAT) means the amount of time taken to complete a process or fulfill a request.

Turnaround time (TAT), is the total time interval from when a request for forensic laboratory analysis is received until when the results are collected by the client.

The interval between the ordering of a clinical laboratory test or other diagnostic procedure and the reporting of results

TAT is the measure used to determine the time between the hospital billing for services and the hospital receiving payment for those services.

Extended TAT leads not only to customer complaints but also paves way for customers to seek services from competitors, leading to a lost competitive edge for the FSL.

Laboratory turnaround time is considered one of the most important indicators of work efficiency in hospitals, physicians always need timely results to make effective clinical decisions especially in the emergency department where these results can guide physicians whether to admit patients to the hospital, discharge them home or do further investigations.

The turnaround time (TAT) as defined by most of the laboratories is the time interval between the specimens received in the laboratory to the time of reports dispatched with verification.

Monitor adherence to the turnaround times as determined for each examination

According to the International Organization for Standardization (ISO) guidelines, each laboratory shall establish turnaround times for each of its examinations that reflect clinical needs, and shall periodically evaluate whether or not it is meeting the established turnaround times.

 Importance of turnaround time

·   Customer satisfaction
. Directly affects customer care and the outcome of services.
.  Influences future decisions to use the same service provider
 . Affordable
.  Impacts on length of service
. Reduced service costs.
·  Efficiency
. Influences provider efficiency
.Cuts unnecessary running cost
.  Improves quality of service

The setting of turnaround time:

  •       Gather information regarding service to be provided
  •       Gather materials and resources required for the provision of a particular service
  •        Put in place adequate human resources for each stage of service provision
  •        Allocate time required to accomplish each stage of service
  •        Document time required to accomplish each stage of service
  •        Display to customers the set turnaround for each service provided

Elements of turnaround time

·       1. Perform test immediately

·       2. Plan workflow

·       3. Communicate results at an inappropriate time

Well Explanation of Elements of turnaround time

1. Perform service immediately:

  • This requires the service provider to listen effectively to the customer’s complaint and
  • Determine the type(s) of services required
  •  Determine the cost of service(s)
  •  Agree with the customer on the service to be done and its cost
  •  Document agreement

 2. Plan workflow:

  •  Assign tasks to a dedicated service provider
  •  Gather all tools and materials required to perform a particular service
  •  Perform the actual service or job required
  •  Document each step performed and results
  •  Verify the quality of service done or given

3. Communicate results at an inappropriate time:

  •  Report results to your supervisor
  •  Supervisor verify results
  •  Document service outcome and completion
  •  Communicate results to the customer
  •  Oral through telephone or other relevant communication media
  •  Written through job completion notification/request forms
  •  Keep documents and records of service(s) provided