1. Bed side manner and
Patient safety
Prepared by
Dr. Bhupendra P Makwana,
MHM, PGDHA, PGDHR, BHMS.
Hospital administrator,
Bankers Heart and Multi Specialty Hospital,
Vadodara.

2. What is bed side manner ???
 In short “a doctor's or any health proffesion
approach or attitude to a patient.”
 Healthcare professionals neglect interpersonal
skills in favor of clinical ones.
 It is easy to forget that a good bedside manner is
one of the main tools for diagnosis.
 As a physician, you should be able to read your
patients’ body language and master your own in
order to put those you treat at ease.
 You should also know how to listen and
communicate effectively so that you can fully
understand the patient’s condition.
 These skills are collectively referred to as
"bedside manner."

3. Important of Bedside manner
 Growing awareness of the need for interprofessional
cooperation in healthcare.
 The Countless studies have shown that genuine
teamwork and team intelligence are critical to patient
safety.
 Poor communication among health care personnel is a
major factor in hospital errors, even more so than the
level of staff competence and experience.
 This is why many schools for health professionals and
major health care employers now promote
interprofessional education and cooperation.
 Bedside Manners is a play about workplace relations
among physicians, nurses, others who work in health
care, and patients—and how their interaction affects the
quality of patient care, for better or worse.
( Refer book and review of Bedside Manners,Play and Workbook by author Suzanne
Gordon, Lisa Hayes, Scott Reeves foreword by Lucian L. Leape)

4. Who involved
 Consultant and doctors.
 Nursing staff.
 Technicians.
 House keeping staff.
 Managers and administrator.
 Even security and drivers also.

5. Bed side manner value:-
 Patient satisfaction can be improved if patients are encouraged to
express their ideas, concerns, and expectations.
 A healthcare provider’s bedside manner encompasses their medical
knowledge, personality, and ability to understand the patient and
communicate their concern for them.
 Healthcare involves many personal interactions with a variety of
people. Etiquette in healthcare is more than just good manners; it is
about establishing respectable relationships with patients,
colleagues, and supervisors.
 In a medical setting, healthcare professionals must set the tone for
the interaction with patients and visitors. They are constantly in
contact with people who will assess them based on the way they
communicate, body language, and appearance.
 Healthcare professionals have a tremendous obligation,” says Dr.
Robert J. Wolff, PhD, program director of Health Science at South
University, Columbia. “The most important thing is that healthcare
professionals have higher standards than most professions because
they are dealing with the dignity of patients and their ability to be
healed.”

6. Simple term to gauge BM
 San Diego, California-based medical
marketing firm Sullivan Luallin Group
created the C.L.E.A.R. protocol.
 According to the Sullivan Luallin
Group, service performance is as
important as clinical performance; just
as there are clinical guidelines, service
protocols are necessary too.
http://source.southuniversity.edu/healthcare-professionalism-how-important-is-
proper-bedside-manner-132067.aspx

7. C.L.E.A.R. Healthcare Service
Model
 Acknowledge immediately
 Establish eye contact and smile
 Use the patient’s name
 Use a friendly, helpful voice tone
 Say “please” and “thank you”
1. Connect

8. Listen
 Maintain eye contact
 Be relaxed
 Don’t interrupt
 Use “active” listening techniques
 Repeat information for accuracy

9. Explain
 Describe what’s going to happen
 Answer questions with patience
 Let patients know about expected
delays
 Speak slowly; repeat as necessary

10. Ask
 “Were all your questions answered?”
 “Is there anything else I can do…?”
 “Did you understand…”

11. Re-connect
 Check back frequently with waiting
patients
 Direct patient where to go next
 End with a friendly parting comment

12. Bed side manner and patient
safety relation
 Both have equal relationship.
 Increase bed side manner increase
patient safety with patient satisfaction.
 As per JCI safety check list

13. Patient safety.
 Safety full form :-
1. S – sense the error.
2. A – Act to prevent it.
3. F – Follow safety Guidelines.
4. E – Enquire into accidents/Deaths.
5. T – Take appropriate remedial
Measure.
6. Y – Your responsibility.

14. Hospital safety
Hospital
property
People
Patients

15.  Patient safety is the absence of
preventable harm to patient during the
process of health care.
 The discipline of patient safety is the
coordinated efforts to prevent harm to
patients caused by the process of
health care itself.
 It is generally agreed upon that the
meaning of patient safety is …” please
do not harm.

17.  Goal 1 :- Improve the accuracy of patient identification.
 Goal 2 :- Improve the effectiveness of communication
among caregivers.
 Goal 3 :- Improve the safety of using medications.
 Goal 6 :- Reduce the harm associated with clinical
alarm systems
 Hospital National Patient Safety Goals
 Effective January 1, 2015
 Goal 7 :- Reduce the risk of health care–associated
infections.
 Goal 15 :- The hospital identifies safety risks inherent in
its patient population