Part 3: How to Successfully Transform Your Culture for the Platinum Rule

How to Successfully Transform Your Culture for the Platinum Rule
In recent years, the Golden Rule in healthcare has been taken over by the Platinum Rule. The Golden Rule meant that we would treat patients as we would want to be treated. However, when patients’ experiences and outlooks deviate from our own, we stop being a reliable barometer of their values, needs and goals. Inaccurate perceptions of what they are going through, their suffering and our personal biases may lead to distorted compassion, coupled with an attitude of pity. In such instances, the Platinum Rule would be more appropriate because it asks us to consider caring for patients in a way that they want to be cared for. It is a better standard for achieving optimal person-centered care. It also means that we need to know patients for who they are as persons and hence, guide treatment decisions with care based on respect and compassion.
In a person-centered care approach when patients and families are involved in planning/making decisions about their care, health outcomes are better, patient experience and satisfaction improve and costs may even be lower for the organization. As shared in the part 1 and part 2 of the Platinum Rule blogs, in order for a healthcare facility to fully embrace and implement person-centered care and truly live the Platinum Rule, there has to be a truly patient-centered culture.
The culture of any healthcare organization encompasses its attitudes, languages, behaviors, practices and norms. These six steps can help guide a real transformation in culture to promote the Platinum Rule – person-centered care and family engagement.

1. Engage Strong Leadership

Leadership sets the tone for any organizational culture and makes it healthy. As the Global thought leader Patrick Lencioni (founder and president of The Table Group) says:
“The single biggest factor determining whether an organisation is going to get healthier – or not- is the genuine commitment and active involvement of the person in charge.”
Through thoughtful words and actions, it falls to leaders to cultivate a supportive and trusting workplace culture in the healthcare institute, facilitate a continuous learning environment and make sure that person-centered care and family engagement are integrated into organizational structure and strategy every step of the way.

2. Consider Patients and Families as Partners

An organization needs to create systems and processes to harness insights from patients and families about their experiences and opportunities for continuous improvements. Having focus groups, patient/family advisory councils and participation in practice improvement teams can be a few examples. One of the C’s of the Platinum Rule is to collaborate. Healthcare professionals can have collaborative meetings with the patient and their families to make mutual decisions on the patient’s care treatments and next steps.
Hucu.ai is a secure messaging application that helps families and care team members to coordinate and communicate virtually and instantly in real-time.

3. Empower Staff and Teams

According to Patrick Lencioni, joy is the leading indicator of whether an organization is healthy or not. It is also an important factor in fostering a positive organizational culture that would support person-centered care. Joy in healthcare practices is created in part by feeling a sense of purpose that exceed specific tasks. A healthcare organization can create this shared purpose by reserving time for staff to share stories of the positive impact they have made in patients’ lives. Introducing systems that invite all staff to participate in improving care so that the practice can become a better, joyful place to work, can also help.
Leaders have to be explicit about expectations and accountabilities shared by everyone on the team to promote person-centered care. This can be done by embedding expectations related to respectful and compassionate interactions, language, customer service, and personalized care as core competencies for all staff in job descriptions and performance evaluations.
Team leaders can also make patient and family engagement personal for all staff members. Taking time out to regularly refresh and remind each other of how these activities connect to what makes their work meaningful and purposeful can help.
Hucu.ai supports Interprofessional collaboration in healthcare and helps energize and motivate staff members with its ‘Hucu Honor Points’ feature. Care team leaders can give honor points to staff members who are performing well.
Encourage Family Participation in Care

4. Encourage Family Participation in Care

Family and loved ones are a vital source of continuity and coordination across all settings of person-centered care. Patients can be invited to identify a family Care Partner so that organization can elicit Care Partners’ observations and questions during visits. Healthcare practices can also equip Care Partners with tools for monitoring their loved one’s health and managing their care. One of these tools which support insightful conversation and communication between care teams and Care Partners is Hucu.ai. Specific patient/family channels in the app helps keep everyone in the loop and facilitate communication.

5. Equip, Support and Enable Patients to Engage

Without patients’ engagement in treatment planning and self-management, patients’ goals/preferences and their cultural norms cannot be integrated into care. While fostering a positive culture to promote the Platinum Rule, an organization needs to adopt strategies like teach-back, medication management and shared decision-making to support patients to become active members of the care team.

6. Exercise Patient and Family Engagement (PFE) in Everything

PFE is a strong bond that ties all that the healthcare facility does with them. With patients and family members as advisors, an organization can consider ways to modify the physical environment to promote engagement.
Another way to emphasize PFE is to be intentional about language. Care team leaders can talk about patient ‘partnership’ and acknowledge patients’ ‘expertise’ about themselves. Care team leaders can also reference the important role of family ‘care partners’. Adopting language like this can help reinforce expectations for how the care team, patients and families will interact and engage.
To truly practice the Platinum Rule, a healthcare organization needs to transform its culture, have a strong communication practice and collaborate with the patient and family compassionately. Following these six steps can help transform an organization’s culture to promote the Platinum Rule. Once the culture is ready, continuous communication, collaboration, care (the remaining 3 C’s of the rule) can help an organization to become completely person-centered.
Hucu.ai is an effective healthcare communication app that can be a vital catalyst in an organization’s mission to have a person-centered care approach.
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AMDA 2022 – Three Top of the Mind Issues

Importance of Hospital Communication
The AMDA Annual Conference represented the community of over 50,000 medical directors, physicians, nurse practitioners, physician assistants, and other practitioners working in the various post-acute and long-term care (PALTC) settings.
AMDA 2022 intended to promote and enhance the development of competent, compassionate, and committed medical practitioners and leaders to provide goal-centered care across all post-acute and long-term care settings.
Hucu.ai participated in AMDA 2022. Here are the top 3 issues discussed at the conference, among many others.

Employee Burnout and Turnover in Post Acute Care

Delay in communication causes a delay in action, decision making, and intervention. In addition, it can be time-consuming and frustrating for the medical staff, which results in burnout or turnover.
Communication delays and failures often occur during shift changes, when the care of a post-acute patient is handed over to a different caregiver. When incomplete, ambiguous or inaccurate information is provided at this changeover, it increases the probability of medical mistakes. Delay in communication or poor communication can lead to patients receiving the wrong treatment, medication or procedure. In addition, it could result in delays to essential tests and treatments – all of which can negatively affect patient outcomes. When that happens, healthcare staff can feel frustrated or inadequate and responsible which can lead to employee burnout and turnover.
Hucu.ai is a hospital communication app that helps overworked staff organize their days by communicating seamlessly. For example, when a medical team comes together in a virtual channel and exchanges patient information in real-time, there is less chance a medical mistake might occur on shift change.
Hucu.ai supports building a culture of transparency and accountability which motivates staff. When patients are taken well care of, and have successful treatment and procedures because of seamless communication between medical staff, everyone has a sense of achievement which improves job satisfaction.
Finally, staff spends more time caring for patients instead of chasing communication. Hucu.ai takes away the pain of delayed communication so that healthcare workers have all the information, points of reference, and support they need via Hucu.ai in real-time. This helps them focus their energy and time on taking care of the patient instead of running after co-workers for patient information.
Hucu.ai is a powerful and effective healthcare communication app.

Partnerships and Transitions of Care Across the Post-Acute Continuum

Communication is chaotic during and after the patient transition. Different collaborators are hard to reach instantly due to other localities, points of access, and working hours. Communication errors during care transitions are a leading source of adverse events for hospitalized patients.
Hucu.ai is a patient-centered and secure messaging app that brings different teams from various organizations into one virtual platform to support quicker decisions and better care. With Hucu.ai, healthcare providers can work together and have better visibility of patients across settings and through transitions, therefore maximizing continuity of care.
Hucu.ai helps organizations transition patients from one location to another and still collaborate for care decisions. It supports Interprofessional collaboration in healthcare seamlessly. When team members from different disciplines bring their perspectives together, its easier to form a comprehensive view of patient care during and after a transition.
With each medical professional holding a piece of the puzzle, improved interprofessional collaboration brings all such pieces together, driving a better understanding of the patients’ needs after the transition. This results in positive patient outcomes.

Communication and Collaboration Challenges in Post Acute Care

Reading patient reports at different times, talking to team members when they are available, and rushing communication on various channels like phones, emails, faxes – all cause communication delays.
Hucu.ai brings all communication in one channel for each patient for quicker patient intervention and information sharing. Hucu.ai is a single platform for interprofessional collaboration in healthcare so that healthcare professionals can keep each other updated with patient developments and the chances of errors are drastically reduced. When a nurse or home care worker can contact the primary doctor any time with real-time notifications on Hucu.ai, they are unlikely to make a decision on their own that could be risky for the patient.
Different people touch the patient at different times so their perspective on that specific patient’s acuity is based on when they last saw that patient. Hucu.ai creates a real time acuity score, which allows everyone to understand the acuity for a given patient with the same lens.
Professionals communicate with each other and patient families without disclosing their cell phone numbers via Hucu.ai. The hospital messaging application helps keep personal and professional lives separate.
Hucu.ai is one of the best healthcare communication solutions out there. Find out more here.

More about AMDA

AMDA – The Society for Post-Acute and Long-Term Care Medicine is the only medical specialty society representing the community of over 50,000 medical directors, physicians, nurse practitioners, physician assistants, and other practitioners working in the various post-acute and long-term care (PALTC) settings. The Society’s 5,500 members work in skilled nursing facilities, long-term care and assisted living communities, CCRCs, home care, hospice, PACE programs, and other settings. AMDA’s vision is to have a world in which all post-acute and long-term care patients and residents receive the highest- quality, compassionate care for optimum health, function, and quality of life.
Hucu.ai is proud to be associated with AMDA to bring a revolution to the healthcare industry.
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Why Hucu.ai is Better than WhatsApp for Healthcare Communication

Why Hucu.ai is Better than WhatsApp for Healthcare Communication
The messaging platform WhatsApp is becoming the go-to texting solution for people communicating with their friends and family who want easy, free, encrypted communication. Unfortunately, people are also using it professionally, as healthcare providers and healthcare professionals naturally seek digital solutions to improve communication and workplace operational efficiencies. The benefits of a real-time communication solution in healthcare are too many to list. WhatsApp has advantages compared to other traditional communication methods used by clinicians, but it comes at a price: Non-HIPAA Compliance.
Sure, WhatsApp is more secure than SMS texting and perhaps it is one of the reasons why clinicians go for it. Another reason is that WhatsApp allows group communication between Android and iOS users, also allows new users to be easily added to group conversations in contrast to email. However, all these advantages are not worth it when WhatsApp is clearly non-HIPAA compliant. There are no password protections, the data is not stored in US locations, and contacts are shared freely. Bear in mind that HIPAA breaches and investigations of HIPAA compliance by the US HHS OCR (US Department of Health and Human Services Office of Civil Rights) can lead to fines amounting more than $100,000.
Keeping all the pain points of healthcare communication in mind, we developed Hucu.ai. It is one of the fastest-growing and efficient healthcare communication applications with an easy, intuitive interface and features that specifically cater to healthcare operations.

WhatsApp as a Medical Messaging App Vs Hucu.ai

Despite WhatsApp’s apparent benefits compared with legacy solutions like paging, fax, SMS, and email, there are numerous issues with using WhatsApp as a real-time messaging solution for healthcare professionals.

Lack of Dedicated Workflows for Healthcare

Sophisticated and efficient healthcare communications demand more than just a simple messenger, which is all WhatsApp really is. But what about patient-centered communication that supports dedicated workflows to manage clinical handover between providers and multi-disciplinary team collaboration? Hucu.ai is a great hospital communication app that supports such workflows in a simple-to-use interface that can be accessed on desktop and mobile. This leads to better organization of messages and saves significant time for healthcare teams.

Lack of Accountability

Professional healthcare communication requires transparency, audit trails and accountability. One can’t find that in WhatsApp. If anything goes wrong, there’s no way to retrace communications. Different individuals can delete messages, set disappearing timers, and manipulate channels with no audit tracing. Hucu.ai keeps a running log of user activity that ensures accountability and transparency as patient information is shared or modified. Admins have the ability to manage access and channels.

Lack of Formatting

Clinical information is too important to get lost within a deep and broad message thread, which compounds as more users are added to a message group. The very nature of real-time messaging often severs critical information from a clinical case. Hucu.ai is one of the best healthcare communication apps that creates a unique environment that promotes real-time messaging and collaboration while maintaining contextual communication. Separate patient channels can be created in Hucu.ai, which are specific to each patient and contain only those team members and staff that are caring for the patient. This ensures that patient information is discussed only among relevant staff members. Important messages can be ‘flagged’ so that those are not missed.

Lack of Patient/Family Communication

Often patients and family members send texts to inquire about medication, health status, etc, because texting takes less time and is more convenient. However, many times one to one messaging requires multiple repetitive communications among different providers and then for patients and family members resulting in multiple complex threads. Hucu.ai has a separate patient/family chat feature through which family members can be added to the patient-centered channels for live updates and discussion.
Hucu.ai offers categorized, customized, patient-centered, group and direct message channels within and across care communities in ONE platform. This is what makes Hucu.ai successful as a healthcare communication application.
Hucu.ai supports internal operations as well. Clinicians can have messaging groups with just their staff members, categorized by departments, topics, or needs. Targeted notifications can be sent at an organizational level when announcements have to be made. Hucu.ai saves time chasing communication and helps team members stay connected with each other, patients, and family members.

WhatsApp Not Designed for Post Acute Care

WhastApp is only a messaging application that does not provide any insights or reports that could really help with post-acute care. Hucu.ai offers an evidence-based acuity scoring feature that helps highlight and prioritize critical patients among hundreds. Real-time priority-leveled patient hotlists are available at all times for view. Clinicians can also get top insights from the readily accessible patient health and risk analytics in Hucu.ai.

Lack of Personal Boundaries

WhatsApp is an excellent choice for personal communication with friends and family. But when between those threads, professional communication is also taking place it can quickly diminish the boundary between personal and professional life. Hucu.ai helps keep a clinician’s personal and professional lives separate while promoting interprofessional collaboration in healthcare.

Lack of HIPAA Compliance

Data handling (including storage in overseas servers), and security workflows or lack thereof compromise WhatsApp’s ability to fit the bill as a healthcare messenger app. Moreover, the recently announced plans to merge Facebook, WhatsApp, and Instagram further raise privacy concerns about handling sensitive personal information on such social media platforms. Clinicians have a number of responsibilities when handling sensitive health information and risk fines for non-compliance. Some of these considerations include data sovereignty, ensuring that clinical images that could identify a patient are not stored on a personal mobile device, and having controls to prevent unauthorized access.
HIPAA Compliant
Hucu.ai can only be accessed with either a Pin code, password or biometric identification. It logs the user out after five minutes of inactivity to avoid accidental, unauthorized access. Hucu.ai is 100% HIPAA compliant, which makes it the perfect communication app for the healthcare industry.

Conclusion

Hucu.ai is making healthcare accessible to people living in far-fetched areas because it is HIPAA compliant, offers real-time communication, and has all the modern features that a modern communication app has e.g., video conferencing, status updates, DM/channels, and sharing multi-media. It is designed for post-acute care and supports patient-centered care and communication.
Healthcare professionals need a purpose-built, secure communication solution – not a repurposed solution designed for the mass market. We believe that the best solution for healthcare providers is Hucu.ai. It is a dedicated, encrypted messaging app that is designed specifically for the healthcare industry.
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