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Communicating Effectively Communicating Effectively

Communicating Effectively - PowerPoint Presentation

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Communicating Effectively - PPT Presentation

With Caregivers Objectives Who we are Our Child Passenger Safety Program Initiatives Members and providers that make up our teaching team Communication Techniques What works What doesnt work ID: 733154

seat safety child car safety seat car child interpreter language www amp resources spanish community program services http prevention school saint francis

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Slide1

Communicating Effectively With CaregiversSlide2

Objectives

Who we are?

Our Child Passenger Safety Program Initiatives

Members and providers that make up our teaching team

Communication Techniques

What works

What doesn’t work

What works best

What’s in our Tool Kit for resources? Slide3

Who are we?

Mission

The Violence & Injury Prevention Program is an initiative of the Trauma Surgery Department at Saint Francis Hospital and Medical Center. Through Education, Research, Advocacy and

SErvice

, our mission is to E.R.A.S.E. violence and injury. Each of our programs strives to include these components.

VisionTo improve the health and overall well-being of the people in our shared community by developing and implementing sustainable, innovative prevention and research initiatives that reduce the occurrence and consequence of violence and injury, ensure safer communities, and highlight the excellent prevention services at Saint Francis. Slide4

Kids In Safety Seats-CT

A hospital based program committed to the community

Provides free monthly car seat check up clinics & monthly Car Seat Basics 101 classes

Weekly Car Seat Basics 101 classes in the Maternity and Neo-Natal Intensive Care Unit

Emergency Department CPS program

National Child Passenger Safety Certification courses twice a year

Annual March Into Safety Child Passenger and Vehicle Safety Conference

We don’t have boundaries

On site or off site in the community

We are providing services where the need is presentSlide5

Kids in safety seats – Connecticut Saint Francis Hospital and medical center

Emergency Department

Child involved in a MVC; ED nurse activates our KISS-CT Program

Referral Fax form

Child Safety Seat is replaced

Follow up provided by KISS-CT staff member within 24 hoursSlide6

Annual Community Safety Baby Shower

A health and safety fair ribbon tied into a community safety baby shower

Welcoming fun environment

Includes games, safety equipment give-a-ways, raffle gifts, lunch

Provides a platform for community social services providers to speak to these first time moms

Awareness & understanding of safety interventions

Car Seat safety in and around vehicles, Sleep Safety, Fire & home Safety, Poison Safety, Breastfeeding / Lactation and much moreSlide7

Fire SafetyImmersing Educators Into Community

Smoke alarms, CO detectors, batteries

Landlord responsibilities

Escape planning

Education and prevention tools:

Cooking fires

Smoking

Candles

HeatingElectricalScaldsPetsSlide8

Who makes up the teaching team?

Educators, technicians and instructors with added certifications and qualifications

Safe Transportation of Children with Special Health Care Needs

NHTSA’s revised curriculum for “Child Passengers Safety Restraint Systems on School Buses”

Fluency in various languages and culture and ethnicity sensitivity

Knowledge of the community being served

Being cautious and sensitive to having law enforcement not showcase their weapons / uniform if possibleSlide9

2013

501c3 Nonprofit Organization

Free Monthly Child Safety Seat Checkup Event

Private Car Seat Appointments

National CPS Certification Class

CPS CEU Update ClassesCPS Professional Presentations/Workshops (tailored to needs)

Organizational Consults (livery, state agencies, school bus companies, preschool/daycare centers)

CARES Rental

American Heart Association CPR/AED/First Aid ClassesThe Safety Group of CT Inc.Slide10

Partnership At It’s Best!Slide11

A Failure to Communicate

https://youtu.be/Ox5LhIJSBESlide12

Communication Techniques

There are lots of things that can affect your attitude and your approach

For example: a family of 6 (2 parents and 4 children) drive up to your safety check in a 2007 Dodge Caravan minivan (that you know as a technician has 2 LATCH in Captain’s Chairs and only 1 Top Tether in 3

rd

row center and mom is in the back holding her newborn in her lap

Being in the present moment

You can’t be an effective educator if you can’t manage your own anxiety

WATCH your BODY Language and the messages you are sending off!

Slide13

A Failure to Communicate

http://www.bing.com/videos/search?q=linda+listen&view=detail&mid=F792C270B5F8282EAFDFF792C270B5F8282EAFDF&FORM=VIRESlide14

Communication Techniques

Remember when caregivers come to you for HELP you are perceived as a powerful, authoritative and as someone who will have all the answers to keeping their child safe

An effective communicator has to understand that he/she

must LISTEN

Choose when you want to jump in and talk wisely because that will have huge differences in the results your going to get

Danger Phrase:

Wow,

we need to talk

about how you had your car seats installed incorrectly in the vehicle?Positive/Powerful Phrase: I need your help in making sure you know how to install your child’s safety seat correctly Most people do not want to acknowledge they are doing something wrong, that there’s something troubling happening in their lives, that they have a problem

If your true intention is to help educate them on proper car seat installation and harnessing of child in safety seat YOU must be a good listener non-judgmental, compassionate and caring in order to really help them get through the problemSlide15

Mrs. I’m Too Busy, “I’m here install my car seat, I have to leave in 10 minutes”

Mrs. Jones, I need your help to properly install your child’s safety seat

Involve the caregiver immediately

DO not be AFRAID to be up front with the caregiver and say I am unable to install this safety seat without your cooperationSlide16

Communication Techniques

As a technician you should take this time as what we call the

“information gathering time”

# of occupants that will be transported in the vehicle

How often if at all the car seat(s) may be moved out of the vehicle?

If child is present observe child’s behavior while parent is talking

By doing so you are building trust with parents; involving parents in learning why you are making the decisions you are about to make for their child’s safety

For example:

Why the child should still continue to ride rear facing? Why the child safety seat should no longer be used if there is no known history of the child safety seat and mom bought it in the church garage sale?Slide17

Mr. Cell guy

You’re an educator speaking to the parent and parent is not listening

You may have different phrases for difficult people

Your response may be:

Mr. Murphy when your ready, I'll l be able to continue this conversation or a more

empowering statement would be Mr. Murphy are you ready, now or would you need a few minutesSlide18

What’s in Our tool Kit that maybe you can use?

Resources tailored with communication strategies

Language and literacy sensitivity on printed educational materials provided to caregivers

Spanish Flip Book

A quick reference guide for English speaking technicians educating Spanish speaking families

Saint Francis Hospital and Medical Center’s

Martti

An accessible Real Time Trusted Interpreter A video remote means of interpretationSlide19

Importance of Consistent Messaging

Properly securing the baby in the car seat

Harness straps @ correct height

Retainer (chest) clip positioned @ armpit level

Harness straps pass “pinch” test

Properly installing the car seat in the vehicleIs the child restraint installed tightly; moving less than 1-inch?

Is the tether attached?

Other Important Topics

Is the child in the right stage car seat for their age, weight, height, developmental ability?Date of manufacture/expiration/registration cardHistory of car seatThick, heavy clothing/coatsCommon car seat errors/solutionsReading the car seat and vehicle manualsSlide20

Spanish Flip BookSlide21

Interpreter & Translator

Interpreter

Translator

Renders a message

spoken or signed

from one language into another.

Converts

written text

from one language into another.Slide22

Interpreter Techniques in a hospital setting

How much in advance should I book an in-person interpreter for spoken or signed language?

Once you are aware a patient will need an interpreter for spoken or signed language, the staff member will need to call the operators as soon as possible. There is no guarantee an interpreter will be available last minute. If one is not,

Martti

can be used as an alternative. Slide23

Martti, my accessible real time interpreter

at Saint Francis Hospital and medical Center

Can I request an interpreter of a specific gender?

Yes you can

How are the language services compliant?

All language services are HIPAA complaint. Our phone, video and in-person interpreters are trained in confidentiality and HIPAA regulations, and sign a confidentiality agreement. The video interpretation takes place over a secured connection.

What if the patient refuses to use any of the language resources and wants to use a companion (i.e. family member or friend)?

If the patient specifically requests the companion to sere as the interpreter, a language services waiver should be signed by either patient or companion, scanned and entered into the medical record.Slide24

Language Resources at Saint Francis

Interpretation Services Include:

Language Line –

available for interpretation via telephone including

Dual Headset Phones-

used for 3 way telephonic communication connecting the patient and provider with an offsite interpreter.MARTTI- video remote interpreter. Used to interpret via video connection with an offsite interpreter. Can be used for

American Sign Language (ASL) for deaf or hard of hearing individuals.

American Sign Language -

Onsite ASL interpreters for deaf or hard of hearing individuals. Interpreters should be requested ahead of time based on patients’ schedules. Translating Services Include:Document Translation - documents in need of translation can be requested by sending a file to apagano@ititranslates.comShared drive

with translated documents.

Other Resources:

Pictorial Cards (located on the units)

Amplified Handset/Volume Control Telephones

Large Button Telephones

Telephone Typewriter (TTY)

Braille TelephonesSlide25

How to Work with an InterpreterSlide26

Educational Resources

www.connecticutprevention.com

http://cpsboard.org/2016/03/child-passenger-safety-web-resources-library/

Child Passenger Safety Resources in Other Vehicles

Airplanes

Federal Aviation Administration: Keeping Your Little One Safe When You Fly

http://www.faa.gov/passengers/fly_children/#aboutCRS

School Bus

National Highway Traffic Safety Administration – Child Restraints on School Buses Training Videos (English and Spanish)http://www.nhtsa.gov/Driving+Safety/School+Buses/SCRS/CSRS+on+School+Buses+Training+VideosSafe Kids/CPS Board -School Bus Regulations and Best Practices Continuing Education Webinar (Fall 2014)https://www.youtube.com/watch?v=UNL0-PU1WpwSlide27

Educational resources

Safe Kids

WorldWide

Car Seat Safety Tips Checklist

http://www.safekids.org/car-seat?page=1

Chinese, French, Korean, Spanish , Tagalog, VietnameseAmerican Academy for PediatricsCar Seat Information for Families-English

https://www.healthychildren.org/english/safety-prevention/on-the-go/pages/car-safety-seats-information-for-families.aspx

Car Seat Information for Families-Spanish

https://www.healthychildren.org/spanish/safety-prevention/on-the-go/paginas/car-safety-seats-information-for-families.aspxU.S. National Library of MedicineMedline Car Seat Fact Sheethttp://www.nlm.nih.gov/medlineplus/languages/childsafety.html#ArabicArabic, Bosnian, Chinese, French, Hindi, Japanese, Korean, Marshallese, Portuguese, Russian, Somali, Spanish, Ukrainian, VietnameseSlide28

Educational resources

Special Needs

Automotive Safety Program: Indiana State University

Conventional and Adaptive Restraints for Children with Special Healthcare Needs

http://www.preventinjury.org/Special-Needs-Transportation/Child-Seats-for-Children-with-Special-Needs

Automotive Safety Program: Indiana State UniversityLiterature and Brochures (English and Spanish)http://www.preventinjury.org/LiteratureSlide29

Are you being observant & actively listening

https://www.youtube.com/watch?v=vkSwXL3cGUg&list=PLLTRx2n5eYMXHcpnIrwDNBpHf4YVmjUp-&index=1Slide30

Who are we?

Marisol Feliciano

Violence and Injury Prevention Program Coordinator

Department of Trauma

Saint Francis Hospital and Medical Center

(860) 970-9839mfelicia@stfranciscare.orgKelly MurphyTown of Waterford Safety EducatorWaterford, CT(860) 235-6617kmurphy@waterfordct.org