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SPEAK UP PROGRAM
The Speak Up program, sponsored by the Joint Commission on
Accreditation of Healthcare Organizations, empowers and educates
patients to ask questions and become their own health care
advocates. The program provides simple advice on how you, as the
patient, can make your care a positive experience. We have
established a confidential phone number that you may use to
share any experience you feel could be improved or made safer
for yourself or others:
Speak up if you have questions or concerns, and if you
don't understand, ask again. It's your body and you have a right
to know.
• Your health is too important to worry about being embarrassed
if you don't understand something that your doctor, nurse, or
other health care professional tells you.
• Don't be afraid to ask about safety. If you're having surgery,
for example, ask the doctor to mark the area that is to be
operated upon, so that there's no confusion in the operating
room.
• Don't be afraid to tell the nurse or the doctor if you think
you are about to receive the wrong medication.
• Don't hesitate to tell the health care professional if you
think he or she has confused you with another patient.
Pay attention to the care you are receiving. Make sure
you're getting the right treatments and medications by the right
health care professionals. Don't assume anything.
• Tell your nurse or doctor if something doesn't seem quite
right.
• Expect health care workers to introduce themselves when they
enter your room and look for their identification badges. A new
mother, for example, should know the person to whom she is
handing her baby. If you are unsure, ask.
• Notice whether your caregivers have washed their hands. Hand
washing is the most important way to prevent the spread of
infections. Don't be afraid to gently remind a doctor or nurse
to do this.
• Know what time of day you normally receive a medication. If it
doesn't happen, bring this to the attention of your nurse or
doctor.
• Make sure your nurse or doctor confirms your identity, that
is, checks your wristband or asks your name, before he or she
administers any medication or treatment.
Educate yourself about your diagnosis, the medical tests
you are undergoing, and your treatment plan.
• Ask your doctor about the specialized training and experience
that qualifies him or her to treat your illness (and be sure to
ask the same questions of those physicians to whom he or she
refers you).
• Gather information about your condition. Good sources include
your doctor, your library, respected websites and support
groups.
• Write down important facts your doctor tells you, so that you
can look for additional information later. And ask your doctor
if he or she has any written information you can keep.
• Thoroughly read all medical forms and make sure you understand
them before you sign anything. If you don't understand, ask your
doctor or nurse to explain them.
• Make sure you are familiar with the operation of any equipment
that is being used in your care. If you will be using oxygen at
home, do not smoke or allow anyone to smoke near you while
oxygen is in use.
Ask a trusted family member or friend to be your advocate.
• Your advocate can ask questions that you may not think of
while you are under stress.
• Your advocate can also help remember answers to questions you
have asked, and speak up for you if you cannot.
• Make sure this person understands your preferences for care
and your wishes concerning resuscitation and life support.
• Review consents for treatment with your advocate before you
sign them and make sure you both understand exactly what you are
agreeing to.
• Make sure your advocate understands the type of care you will
need when you get home. Your advocate should know what to look
for if your condition is getting worse and whom to call for
help.
Know what medications you take and why you take them.
Medication errors are the most common health care mistakes.
• Ask about the purpose of the medication and ask for written
information about it, including its brand and generic names.
Also inquire about the side effects of the medication.
• If you do not recognize a medication, verify that it is for
you. Ask about oral medications before swallowing, and read the
contents of bags of intravenous (IV) fluids. If you're not well
enough to do this, ask your advocate to do this.
• If you are given an IV, ask the nurse how long it should take
for the liquid to "run out." Tell the nurse if it doesn't seem
to be dripping properly (that it isut allergies you have, or
negative reactions you have had to medications in the past.
• If you are taking multiple medications, ask your doctor or
pharmacist if it is safe to take those medications together.
This holds true for vitamins, herbal supplements and
over-the-counter drugs, too.
• Make sure you can read the handwriting on any prescriptions
written by your doctor. If you can't read it, the pharmacist may
not be able to either.
Use a hospital, clinic, surgery center, or other type of
health care organization that has undergone a rigorous on-site
evaluation against established, state-of-the-art quality and
safety standards, such as that provided by JCAHO.
• Ask about the health care organization's experience in
treating your type of illness. How frequently do they perform
the procedure you need and what specialized care do they provide
in helping patients get well?
• If you have more than one hospital or other facility to choose
from, ask your doctor which one offers the best care for your
condition.
• Before you leave the hospital or other facility, ask about
follow-up care and make sure that you understand all of the
instructions.
• Go to Quality Check at www.jcaho.org <http://www.jcaho.org/>
to find out whether your hospital or other health care
organization is accredited.
Participate in all decisions about your treatment. You
are the center of the health care team.
• You and your doctor should agree on exactly what will be done
during each step of your care.
• Know who will be taking care of you, how long the treatment
will last, and how you should feel.
• Understand that more tests or medications may not always be
better. Ask your doctor what a new test or medication is likely
to achieve. |
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