Siham. M. Al- Momani. PhD.Ed. MSN. RN. RM. Developing the Culture of Compassionate Care in the Primary Healthcare Services Siham. M. Al- Momani. PhD.Ed. MSN. RN. RM. Associated Professor, Department of Allied Medical Sciences Al Balqa' Applied University

Introduction

Trends in Primary Health Care Improving the way people live. Adapting to population change in health care needs and expectations. Demographics including cultural diversity. Patterns of disease. Technological advancement. The increasing health care cost. Meeting the quality of healthcare Services requirements.

Quality Improvement Programs Quality Assurance Programs. Joint Commission for Accreditation of Healthcare Organizations (JCAHO). Continuous Quality Improvement Programs. Joint Commission (JC)

Continuous Quality Improvement Programs ( CQI) (Joint Commission, 2007) specifies that patients have the right to health care that is: Considerate and preserves dignity. Respects cultural, psychosocial, and spiritual values. Age specific.

(CQI) focuses on the processes that most affect patient care outcomes and patient satisfaction. Closely related to the implementation of Continuous Quality Improvement is the shift to Compassionate Care.

Historical Development of the Caring Values Sister M. Simone Roach in her theory of caring published in 1933 have been cited 5 Cs. Sister Simone Roach’s 5 C’s of caring – commitment, conscience, competence, compassion, and confidence. Pusari 1998 extended Roach’s theoretical framework into A holistic framework for nursing terminally ill patients with Eight ‘Cs’ of caring: Compassion, Competence, Confidence, Conscience, Commitment, Courage, Culture and Communication.

Historical Development of the Caring Values 3. Jane Cummings and Viv Bennet, 2013 continued a tradition of adapting framework around care values to fit with current drivers for practice improvement. Their framework (Compassion in Practice) was built on 6Cs : Care, compassion, communication, courage, competence, and commitment.

Compassion and Compassionate Care Compassion. Sympathetic pity and concern for the sufferings of other people Compassionate care -Treating every patient as an individual and taking time to ensure they feel their needs are being addressed in dignified and respectful way. Compassionate care, must be accompanied by professionalism at all times.

key aims are: To improve quality of care and patient experience. To increase the respect for the profession. To increase the number of healthcare practitioners who are proud of their role.

Six Cs Values and Action areas *They are guiding principles by which all staff should abide, regardless of their places of work or roles. 1. Care – To improve Patient Safety 2. Compassion – To improve Patient Experience 3. Communication – To improve Communication 4. Competence – To enhance Professionalism and Leadership 5. Commitment – To enhance Staffing and Satisfaction 6. Courage – To enable staff to do the right thing

1. Care: delivering high quality care 1. Care: delivering high quality care. People receiving care expect it to be right for them consistently and be part of their care decisions. Care is... quotes from nurses “Integral to the soul of nursing.” “Being there for patients and families.” “Like madness and beauty, difficult to define but we all know when we see it.”

2. Compassion – is how we feel about the care we give and how it is perceived. It means care given through relationships based on sympathy, kindness, respect and dignity. Compassion is... quotes from nurses “The desire to alleviate someone’s pain or distress.” “Holding a hand and ignoring time.”

3. Communication: good communication involves better listening and shared decision making – “no decision about me without me” Communication is... quotes from nurses  “The ability to create shared understanding.” “The answer to every problem.” “Sharing information to enhance patient care and services.”

4. Competence –Competence: means we have the knowledge and skills to do the job and the capability to deliver the highest standards of care based on research and evidence Competence is... quotes from nurses “Having the skills and experience to do my job safely and efficiently.” “Delivering care safely and with confidence.” “Having the knowledge, skills and attitude to fulfill your role.”

5. Commitment : is about how we work with each other and the public to drive up quality and to improve the health of the population. We need to commit to action to improve care. Commitment is... quotes from nurses “Being reliable, dedicated and conscientious.” “Going above and beyond what is expected.”

6. Courage : enables us to do the right thing for the people we care for, to engage with innovation and change and to speak up when things are wrong. Courage is... quotes from nurses “Continuing on when others would have given in.” “Accepting the challenge.” “Being brave enough to admit when things have not gone to plan and being able to say sorry.”

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