Patient-Centered Care (PCC)

[Virtual Presenter] Good afternoon everyone. Today we are here to discuss the importance of patient-centered care. As healthcare providers our main goal is to provide high-quality medical care to patients in Najran. We understand that every patient is unique and has different needs and expectations. That's why we prioritize patient-centered care. We ensure that patients are fully informed of their rights and responsibilities and we work to create a welcoming and comfortable environment for all patients. We are dedicated to providing them with the best possible care and we believe that this is the key to improving patient outcomes and satisfaction..

Basic presentation. 2.

[Audio] Our hospital has implemented a Patient-Centered Care (P-C-C--) approach. This means that we prioritize providing you with high-quality care that is tailored to your individual needs and preferences. We take patient rights and responsibilities very seriously and we are committed to informing you of your rights as a patient. Patient and Family Rights (P-F-R--) posters are available in both Arabic and English throughout the hospital. Upon admission you will be provided with a Rights and Responsibilities pamphlet. If you have difficulty understanding the information provided please ask for an explanation in a language and manner that you understand. We hope this approach helps and contributes to a positive experience during your stay at our hospital..

[Audio] In our presentation on Patient-Centered Care (P-C-C--) we discuss patients’ rights and responsibilities in healthcare. Patients have the right to access care protection dignity privacy pain management spiritual care interpreter services freedom from harassment and more. It is important that patients are aware of their rights to ensure that they receive the best possible care. Additionally patients have responsibilities in healthcare. They are responsible for providing accurate information following treatment plans respecting staff and other patients and more. By fulfilling their responsibilities patients can contribute to a positive healthcare experience for themselves and others. It is important to note that patients’ rights and responsibilities are essential components of P-C-C--. By understanding and respecting the rights and responsibilities of patients healthcare providers can create a more patient-centered care environment that prioritizes the needs and preferences of patients..

[Audio] Discuss the management of patient complaints. Our main goal is to provide timely resolution of complaints as close to the patient as possible. If a complaint cannot be resolved at the patient level it will be escalated to the appropriate authority. Use IPP-PFR-002 Resolution of Patient Family Visitors Complaint as our guide for this topic..

[Audio] Patient-Centered Care (P-C-C--) is an essential aspect of healthcare. It involves a unique approach to healthcare that puts the patient at the center of the care team. By putting the patient first we can improve the overall quality of care and create a more meaningful experience for the patient. To achieve this we listen and understand the patient's concerns by taking the time to hear their story and empathize with them. We also apologize for not meeting their expectations and respond to their concerns in a timely manner. Through these steps we can help patients recover from their illnesses and feel more in control of their care..

[Audio] We understand the importance of the Patient and Family Rights and Responsibilities policy in providing quality care and ensuring patient and family rights are protected. We review this policy every two years to ensure patients receive best care and rights and responsibilities are clearly understood. Our next review is due on 21.09.2025. Patients and families are encouraged to review the policy and provide feedback to improve it..

[Audio] We present the Patient-Centered Care (P-C-C--) policy at Najran Armed Forces Hospital. Our goal is to provide high-quality care to all patients regardless of their background or unique needs. We believe that this approach will improve the quality of care received by patients enhance patient satisfaction and trust in our hospital..

According to our hospital's policy the one who's in charge of taking DNR decisions is the physician who is in charge who's the attending consulatnt

[Audio] Our medical decisions must not be influenced by personal biases or subjective criteria but solely based on the patient's medical condition and prognosis. This approach promotes a culture of patient-centered care where the patient's needs and preferences are at the forefront of all medical decision-making. It improves patient outcomes builds trust and rapport with patients and leads to better communication and more effective care..

[Audio] We assess patient needs by assessing their pain position toileting needs and placement of items at least once per hour during waking hours. We respond promptly to call bells and ensure the whiteboard is completed to the patient's satisfaction providing useful information. By doing so we effectively manage patient needs and maintain a positive work environment..

[Audio] Nurse Clinical Directors play a critical role in ensuring that patients receive exceptional care. To accomplish this they should engage in Leader Rounding for patient experience at least twice a week for 30-60 minutes each time targeting 10 plus patients per week with purposeful patient selection in accordance with the policy. This practice is designed to ensure a consistent delivery of behavioral standards and enhance the patient experience through proactive engagement. By frequently engaging with patients and listening to their feedback Nurse Clinical Directors can identify areas for improvement and make changes to improve the overall patient experience..

[Audio] At Najran Armed Forces Hospital we prioritize addressing patient concerns and complaints promptly and efficiently. Our approach to handling complaints involves several stages to ensure that they are properly classified and resolved. When a patient expresses a complaint it is first categorized into one of several groups including medical care system relationship communication logistic services or maintenance. This allows us to direct it to the appropriate supervisor or department head for investigation and resolution. We aim to resolve complaints within specific timeframes and our Patient Relations Officer communicates with the complainant throughout the process informing them of the measures taken and responses. If the patient is satisfied with the resolution the complaint is closed. However if the complaint cannot be resolved it is forwarded to the Patient's Complaint Committee for further review and analysis. This committee identifies areas for performance improvement projects to ensure that all complaints are adequately addressed in the future. Our goal at Najran Armed Forces Hospital is to provide high-quality patient-centered care and to continuously improve our processes to better serve our patients..

[Audio] We have appointed a Patient Relations Officer to manage complaints at Najran Armed Forces Hospital. Their primary duty is to ensure that all complaints are resolved promptly and effectively. This includes analyzing and classifying complaints directing them to the appropriate supervisor or department head for investigation informing the complainant of the actions taken and escalating unresolved complaints to the Patient's Complaint Committee for further review and resolution. Our goal is to maintain confidentiality while using feedback for performance improvement. Encourage all patients to bring their complaints to the attention of the Patient Relations Officer so that we can address them in a timely and effective manner..

[Audio] At Najran Armed Forces Hospital patient complaints are categorized into two main groups: non-medical and medical complaints. Non-medical complaints include issues such as consultation delays nurse attitudes and operational issues. Medical complaints involve suspected malpractice and safety concerns. These complaints are further classified based on the nature of the issue and are directed to the appropriate department head for investigation and resolution within specific timeframes. The Patient Relations Officer oversees the process ensures timely responses and involves the Patient's Complaint Committee for unresolved cases to drive performance improvement initiatives. Effective categorization and addressing of patient complaints can improve patient satisfaction increase patient loyalty and enhance the hospital's reputation as a center of excellence for patient-centered care..

[Audio] Physicians surgeons anesthesiologists dentists and radiologists who are appointed as members of the Medical Staff at the Najran Armed Forces Hospital are authorized to obtain informed consent. These healthcare professionals are trained to provide accurate information and obtain informed consent from patients. It is important that patients understand the risks and benefits of any medical procedure or treatment before giving consent..

[Audio] We will be discussing the importance of transparency and honesty in the informed consent process. Healthcare providers should discuss the potential benefits risks and side effects of the proposed care treatment and services with the patient. Additionally healthcare providers should discuss the likelihood of achieving the patient's goals and potential problems during recovery. By providing this information to the patient healthcare providers can help them make an informed decision about their care and ensure that their needs are being met..

[Audio] Informed consent is a critical component of patient-centered care in hospitals. Medical staff or designated individuals must possess adequate knowledge to ensure that the process is effective. Patients should be informed about their treatment options including surgery anesthesia blood transfusion and high-risk treatments. Alternatives and potential problems should also be discussed. Patients should be provided with all relevant information about their condition treatment plan complications risks benefits and any other relevant information. This information should be communicated clearly to help patients make informed decisions about their treatment options..

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