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Phone Request Training

Phone Request Training. Objective. Providing families an informed, compassionate opportunity to donate tissues: You Are an Important Partner in the Process. Phone Consent Model Hospital Advantages. Improved tissue consent rates Sustained high customer satisfaction

kathleen-day
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Phone Request Training

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  1. Phone Request Training

  2. Objective • Providing families an informed, compassionate opportunity to donate tissues: • You Are an Important Partner in the Process

  3. Phone Consent Model Hospital Advantages • Improved tissue consent rates • Sustained high customer satisfaction • Increased information to family • Reduced litigious risk • 24/7 coverage • All divisions covered

  4. This 15-year-old is acornea recipient

  5. Three-year-old Only 4 days after a heart valve transplant

  6. This gentlemen is a Recipient of Donor Veinused for bypass surgery

  7. “It makes the difference between being a normal person with two legs and a strange person that people will stare at.” Cancer of her lower leg had this 8-year-old facing amputation. A bone transplant saved her leg.

  8. CMS Regulations • Requires Hospital Staff to Notify OPO (MTS) of Every Death. To be reported as close to time of death as possible, within one hour. • Only Trained MTS Requestors are to Offer Donation Opportunity to Families

  9. Your Role In The Process • Report all deaths to MTS – Donor Services. • Provide patient information to Donor Services so they can determine patient eligibility for donation • Determine Donor Registry Status • Arrange for family to speak to MTS staff on phone

  10. Eligibility • Donor Services Staff Will Screen for Eligibility • Demographics • Infectious status • PMH • Current Medical Status • COD • If Not Eligible: There is not a need for Family to speak to MTS

  11. Donor Registry • Intent Registry • Family Must Consent • Consent Registry • Patient Has Already Given Consent

  12. Intent Registryand The Family • It Gives the Family Information they need to Honor their Loved One’s Wishes • Many feel a burden has been lifted from them; they do not have to make the decision; their loved one has done it for them.

  13. Phone Consent Process Donor Services staff will ask you for your assessment as to whether this is a good time for the family to speak to MTS. If you think the family is in a good place to speak to MTS, we will ask you to get them on the phone. If this is not a good time, MTS will ask you for contact information for the family and will contact them later.

  14. Arrange the Call • Arranging for Next of Kin to Speak to MTS • Donor Services Staff will Assist if There is a Question Who Should be Person MTS Speaks To • Requirements • Phone • Privacy • Comfort

  15. Introduction Phrase “The staff at Mid-America Transplant would like to speak to you on the phone about some end of life decisions regarding (deceased name).” INTRODUCTION PHRASE

  16. What MTS Does • MTS coordinator will offer the opportunity for tissue donation to the family. • If family consents, MTS coordinator will complete consent form and proceed directly to the medical social history with the family.

  17. What MTS Does • The Med-Soc Questionnaire • Required • Sensitive Information • “Your representative encouraged us to share stories and anecdotes of Uncle Rich and we ended up laughing, it was something we never thought would have happened on such a sad day.  I appreciated that she encouraged us to do that and she willingly listened.”

  18. What MTS Does • Families That Choose Donation Will be Offered Gift of Life Donor Medal to be couriered to Funeral Home or mailed to family • MTS coordinator will need to speak with the hospital staff once again to share result of approach and complete the donation process.

  19. Road Blocks • Family Does Not Want to Speak On Phone • Family Wants to Leave Hospital ASAP, or has Already Left

  20. Road Blocks • We can contact the family at a later time. • Provide MTS with contact information- • Home Phone or Cell Phone

  21. Approach Outcomes Hospitals With Designated Requestors Approaching 30% MTS Donor Services Phone Approaches 57% Jan-Sept 2010 Data

  22. Donor Family SatisfactionMTS Phone vs. Hospital Designated Requestor

  23. Frequently Asked Questions • Donation will not interfere with a timely visitation or viewing at the funeral home. • There will be no cost to the donor family for the donation. • Family may mistakenly question that patient is too old or too sick to be a donor.

  24. Care of the Deceased • Where available take to morgue as soon as possible • Follow hospital P&P, i.e., notify security • Tag as MTS Tissue Donor • Elevate head with pillow

  25. Together we can Change Lives! Approach the situation with the attitude thattissue donation is the right thingfor this family, and that we can make this happen for them.

  26. Partnership Results

  27. Partnership Results

  28. Port Wentworth Sugar Refinery Explosion 61 MTS donors sent to this burn unit. • Sixty-Two workers were injured in the blast • Six died at the scene; one died at the burn unit (95%TBSA) • As of March 31, 2008, we sent 800 sq ft of  allograft skin to the Augusta Burn Unit for 16 patients

  29. Given the Opportunity to Save a Life or Help Someone Most People Would

  30. Thank You! Your commitment can save and improvethe lives of hundreds

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