Patient Sensitivity Training

1. 1 Patient SensitivityTraining

2. 2 United States Surgical Autosuture views this presentation as general guidelines to establishing a successful surgical bariatric program, but does not warrant, guarantee or promise that compliance or non-compliance with these guidelines will assure positive or negative surgical outcomes for any single surgical procedure or patient. �These guidelines and not intended to establish a standard of care for any bariatric surgical practice. �All observations and measurements cited in this presentation are intended to serve as a guideline and do not preclude the necessity of the facility and health care professional to independently determine and verify the propriety and adequacy of all tests, results, procedures, diagnosis and treatment.

3. 3 It has been said that obese persons are the last acceptable targets of discrimination. Is being obese a civil right, a medical disability, or a personal choice? In a country that relates beauty, intelligence and success with thinness, being overweight has emotional, financial and social consequences. It is not uncommon for overweight individuals to experience psychological stress, reduced income and discrimination It is less likely than in the past that people will hear a shockingly sexist remark in the workplace, a blatantly racist comment on TV, or a pointedly anti-Semitic statement anywhere in a public forum. In a country that relates beauty, intelligence and success with thinness, being overweight has emotional, financial and social consequences. It is not uncommon for overweight individuals to experience psychological stress, reduced income and discrimination It is less likely than in the past that people will hear a shockingly sexist remark in the workplace, a blatantly racist comment on TV, or a pointedly anti-Semitic statement anywhere in a public forum.

4. 4 Equal Care It is our aim to make you familiar with some of the types of bias and discrimination that the obese persons endure in order for you to better understand the struggles and fears of the obese persons and to give better care to the obese patient.

5. 5 Legal Implications It is known that patients who are being treated with dignity and respect and have good communication with the bariatric staff are less likely to sue the program, even when a complication or a fatality occurs.

6. 6 Marketing Most patients seeking to undergo bariatric surgery have done about 1 and � years of research on the matter. Even though surgeon skills and multidisciplinary program offerings are important, patients will not refer other patients to a program where the patient felt he or she was not treated with dignity and respect.

7. 7 The Big Picture According to the Weight Classification System in the United States, 60% of the adult population is overweight, 18% is obese, and 6% of the population is clinically severely obese, with a BMI of >40.

8. 8 The Small Picture How many patients do you have in your facility at any given time who have a BMI >40? What are the attitudes of your staff towards obese persons?

9. 9 Society Views Society sees the obese as second class citizens. They are called �lazy,� �dirty,� and �ugly.� Obese persons are blamed for their own condition and are not afforded the same consideration as others who suffer from a disability.

10. 10 �Fatism� Obese persons are being ridiculed by teachers, physicians, and complete strangers in public settings such as supermarkets, restaurants, and shopping areas.

11. 11 Misconceptions About the Obese

12. 12 �Fat People Are OK To Make Fun Of� Fat jokes and derogatory portraits of obese people in popular media are common. Al Roker specifically mentioned being tormented as a young child because of the Fat Albert cartoon Al Roker specifically mentioned being tormented as a young child because of the Fat Albert cartoon

13. 13 Public Accommodations Obese individuals experience problems in public settings, such as restaurants, theaters, airplanes, buses, and trains because of inadequate seat size and inadequate features such as seat belts Obviously, both people here are uncomfortable. This is not about who is right and who deserves a larger seat, but rather how we can be respectful of each others needs.Obviously, both people here are uncomfortable. This is not about who is right and who deserves a larger seat, but rather how we can be respectful of each others needs.

14. 14 Aren�t There Laws? The Equal Employment Opportunity Commission says that it rarely pursues a case against a company for discrimination based on obesity. The only protection an obese individual can hope for are local laws such as in San Francisco and Washington, DC that ban discrimination based on weight.

15. 15 Americans With Disabilities Act Defines �disability� as a physical or mental impairment that substantially limits one or more major life activities. Unless an individual can show that obesity is the result of a physiological impairment that actually causes excessive weight retention, it is not likely that being obese brings a person within the ADA�s zone of protection.

16. 16 NIH Spends less than 1% of its budget on obesity research, even though obesity causes at least 300,000 excess deaths in the USA and costs the country more that $100 billion. The last consensus statement on bariatric surgery dates back to 1991.

17. 17 Social Security Administration/Medicare The Social Security Administration has eliminated obesity from its list of impairments, which is used to determine eligibility for disability payments. Because individuals who receive social security benefits are also eligible for Medicare after two years, those who are denied disability also forgo opportunities for medical coverage. CMS has issued a National Coverage Decision that gives beneficiaries coverage for lap and open gastric bypass, laparoscopic adjustable banding and laparoscopic and open biliopancreatic diversion with or without duodenal switch at ASBS/ACS designated Centers of Excellence.

18. 18 Health Insurance Coverage Even with evidence of cost-savings for gastric bypass, medical coverage is inconsistent. Surgical treatment is often not reimbursed even though diseases with less supported treatments are compensated �Ethically unconscionable�

19. 19 Health Insurance Coverage (cont�d) It is typical for health insurance plans to explicitly exclude obesity treatment from coverage. Many reimbursement systems do not categorize obesity as a disease, leading physicians to report comorbid disorders as the reason for their services.

20. 20 Physician Bias Studies Have Shown That: Physicians viewed persons with obesity as unintelligent, non-compliant, hostile, dishonest, unsuccessful, inactive, and weak-willed. Physicians indicated that they preferred not to treat obese patients and did not expect success when they were responsible for their management.

21. 21 Physician Bias (cont�d) Two-thirds of physicians reported that obese patients lacked self-control and 39% reported that they were lazy and had poor hygiene. One third of physicians listed obesity as one of five diagnostic categories and social characteristics of a patient to which they responded negatively, behind drug addiction, alcoholism and mental illness.

22. 22 Nurse Bias Noncompliance was rated the most likely reason for obese patients� inability to lose weight. Ineffectiveness of weight loss programs as the least important reason for lack of success. Reported confidence in giving weight loss advice regardless of the outcome and despite spending <10 min discussing weight loss with patients.

23. 23 Nurse Bias (cont�d) Obesity can be prevented by self-control Obese persons are unsuccessful Obese persons are over-indulgent Obese persons are lazy Obese persons experience unresolved anger

24. 24 Nurse Bias (cont�d) 48% uncomfortable caring for obese patients 31% would prefer not to care for an obese person at all

25. 25 Nutrition Expert Bias Study Examining Attitudes About Obese Patients In Health Care Professionals Specializing In Nutrition: 87% ? Indulgent 74% ? Family problems 32% ? Lack willpower 88% ? Form of compensation  for lack of love or attention 70% ? Emotional problems

26. 26 But Surely, Our Medical Students Don�t Have Bias Against The Obese� Adjectives Thought to Apply to Obese Patients Included: Worthless, unpleasant, bad, ugly, awkward, unsuccessful and lacking self-control. Negative attitudes did not change after students worked directly with obese patients.

27. 27 The Price of Bias and Discrimination in Health Care Obese people often shy away from doctors and hospitals because they are afraid of being embarrassed, chided or humiliated by medical workers or their surroundings. 80% of surgery patients report being treated disrespectfully by medical professionals. Anti-fat attitudes among health care professionals affect clinical judgments and deter obese persons from seeking care.

28. 28 We Don�t Mean to Hurt, But� Comments by the staff such as: �You don�t look like you need this surgery!� �You carry your weight well.� Assuming that visitors know what type of surgery the patient had may present real risks to breaches in confidentiality. Unsolicited or inappropriate comments will spoil the experience for the patient. These comments may be offered as compliments but can be perceived negatively by the patient. The patient�s family may have accused the patient of taking the easy way out by having surgery. Many patients feel that their decision to have bariatric surgery is highly personal and don�t always tell potential visitors exactly what kind of surgery they have undergone. For the staff to automatically assume that that everyone is aware of the nature of the surgery may result in issues around confidentiality and could potentially humiliate and embarrass the patient.Unsolicited or inappropriate comments will spoil the experience for the patient. These comments may be offered as compliments but can be perceived negatively by the patient. The patient�s family may have accused the patient of taking the easy way out by having surgery. Many patients feel that their decision to have bariatric surgery is highly personal and don�t always tell potential visitors exactly what kind of surgery they have undergone. For the staff to automatically assume that that everyone is aware of the nature of the surgery may result in issues around confidentiality and could potentially humiliate and embarrass the patient.

29. 29 Being Sensitive Avoid identifications that indicate obesity to others Signage Return addresses Identification labels on equipment Messages on phone Marketing campaigns Avoid labeling of patient by staff Big, hefty, plump Fatsoplasty Obeastity

30. 30 What is Your Attitude? Honestly describe to yourself the feelings you may have towards this clinically severely obese person What are the labels you give this person? Is this person worth your best care? You not need to tell us out loud, but be very honest with yourself. You not need to tell us out loud, but be very honest with yourself.

31. 31 What is Your Attitude? What words do you use to describe this person? Would you treat this person differently than the person pictured in the last slide? This is the same person, after having lost 110lbs in 1 year with the help of bariatric surgery. Has your attitude changed? (BMI 46 to 26)Has your attitude changed? (BMI 46 to 26)

32. 32 Patient Care Fears �Difficult� patient Staff injuries High risk patient? _______________ _______________ _______________ Many times, discrimination is simply fear. What are some of your fears? Can anyone fill in some of the blanks? Please raise your hand if you have additional issues that you think could come up.Many times, discrimination is simply fear. What are some of your fears? Can anyone fill in some of the blanks? Please raise your hand if you have additional issues that you think could come up.

33. 33 Attitude Obesity is a chronic illness. No one laughs at other chronic illnesses such as diabetes or COPD. Obesity can be just as deadly. Train your staff to be sensitive by being a good role model. Don�t tolerate behind-the-back whispers and jokes about obesity, even in private. We treat former smokers with Lung Cancer with respect, we should do the same for the obese patient. Being a good role model is key. Don�t eat junk food at the nurses station when there are post-op bariatric patients who easily get nauseated. We treat former smokers with Lung Cancer with respect, we should do the same for the obese patient. Being a good role model is key. Don�t eat junk food at the nurses station when there are post-op bariatric patients who easily get nauseated.

34. 34 Patient Wish List Non-defensive posture by caregivers Remember �fatism!� Reflective listening Calm manner Open and friendly Respectful Meet postoperative patients and see the changes...

35. 35 Sensitive Customer Service Customizing staff training and patient amenities to the bariatric patients� unique needs can place a bariatric program at an advantageous position in this ever increasing market. Superior � and sensitive � customer service currently a secondary (though still worthy) portion of program differentiation. The current overwhelming demand for bariatric surgery insulates programs whose customer service standards do not meet patient expectations from losing volume, as patient comments regarding physician bed-side manner demonstrate. Nevertheless, as more physicians and hospitals enter this market and competition increases, programs may find themselves distinguished � and perhaps advantaged in gaining market share � by customizing staff training and patient amenities to patients� unique needs, especially as many programs-selection decisions are based on the recommendations of former patients.Superior � and sensitive � customer service currently a secondary (though still worthy) portion of program differentiation. The current overwhelming demand for bariatric surgery insulates programs whose customer service standards do not meet patient expectations from losing volume, as patient comments regarding physician bed-side manner demonstrate. Nevertheless, as more physicians and hospitals enter this market and competition increases, programs may find themselves distinguished � and perhaps advantaged in gaining market share � by customizing staff training and patient amenities to patients� unique needs, especially as many programs-selection decisions are based on the recommendations of former patients.

36. 36 Customer Satisfaction �Risk seems not be predicted by patient characteristics, illness complexity, or even physicians technical skills. Instead, risk appears related to patients� dissatisfaction with their physicians� ability to establish rapport, provide access, administer care and treatment consistent with expectations and communicate effectively.� Not only is patient satisfaction key to driving business, it is also important reduces malpractice exposure. A JAMA study in 2002 showed that poor customer service in the form of poor communication and missed expectations resulted in unhappy patients that had a higher tendency to sue, regardless of clinical factors. Not only is patient satisfaction key to driving business, it is also important reduces malpractice exposure. A JAMA study in 2002 showed that poor customer service in the form of poor communication and missed expectations resulted in unhappy patients that had a higher tendency to sue, regardless of clinical factors.

37. 37 Caregiver Must Be Aware of The Bariatric Patients� Special Needs Equipment Sturdiness/weight limits Location Distance Accessibility Space Temperature Accommodation Language/Discrimination

38. 38 Inpatient Service Elements Coordinated Communication: Program Coordinator ensures Communication among all caregivers Nursing Sensitivity: Bariatric Unit nurses undergo extensive sensitivity training Inpatient Education: Surgeon and nurses round on each patient twice every day Specialized Equipment: Larger wheelchairs, beds, and waiting-room chairs acquired Post-discharge Planning: Pharmacist and dietician discuss post-discharge medications and dietary needs Physician Access: Patients given surgeon�s pager number during inpatient stayCoordinated Communication: Program Coordinator ensures Communication among all caregivers Nursing Sensitivity: Bariatric Unit nurses undergo extensive sensitivity training Inpatient Education: Surgeon and nurses round on each patient twice every day Specialized Equipment: Larger wheelchairs, beds, and waiting-room chairs acquired Post-discharge Planning: Pharmacist and dietician discuss post-discharge medications and dietary needs Physician Access: Patients given surgeon�s pager number during inpatient stay

39. 39 Patient Sensitivity A dedicated staff can make the bariatric surgery experience less stressful and more rewarding for the patient. Understanding the challenges of bariatric patients is the key to providing them safe and effective care.

40. 40 The Autosuture Bariatric Program The Autosuture Bariatric program a offers Three Tiered Approach: Supply the highest quality innovative technologies Offer world class advance training Provide the program support for developing and maintaining a comprehensive, multidisciplinary Bariatric surgery program. All of our programs are focused on helping your program achieve excellent patient outcomes. The Autosuture Bariatric program a offers Three Tiered Approach: Supply the highest quality innovative technologies Offer world class advance training Provide the program support for developing and maintaining a comprehensive, multidisciplinary Bariatric surgery program. All of our programs are focused on helping your program achieve excellent patient outcomes.