State Nursing Home Quality Improvement Programs: Site
Visit and Synthesis Report
APPENDIX C. Technical Assistance Programs
TABLE OF CONTENTS
- MAINE
- Facility Feedback Report
- In-service Outlines
- MISSOURI
- Show-Me QI Report
Facility Feedback Report
Laura Cote RN
Long Term Care Behavior Management
Consultant
PO Box 541
Livermore, Maine 04253-0541
Office
897-9573 Fax 897-5788
1-1-10 Jane Doe - Mooselook Nsg Home - Anywhere, Me.
Problems: Agitation - demanding - noncompliant to rules
or restrictions - verbal abuse - manipulative - "push and shove" - "temper
tantrums" - inappropriate sexual behavior - explosive outbursts
Triggers:
- Hot humid weather
- Unstable medical issues
- Loss of impulse control
- Depression - grieving
- Humiliation - embarrassment
- Attention getting
- Anger - frustration
- Perceived threats
- Anxiety
- Dist and fluid restrictions
- Boredom
- Intrusive thoughts
- Loneliness
- Change
When: Daily
What Makes it Worse:
- Waiting
- Lack of consistency
- Being denied
- Incontinence
- Feeling rushed
- Children
- Her mother's health issues
- Negatives
- Timid or soft spoken staff
- Asking if she would like to do something
- Authoritative, demanding, scolding, or abrasive manner
- Reacting to her behaviors
- Encouraging her to do something she doesn't want to do
- Smokeroom door opening and closing
- Feeling ignored
- Being told what to do by another resident
- Smoking and telephone rules
What Makes it Better:
- Being firm, calm, and matter of fact with issues
- Confronting her behavior as it occurs
- Limits and boundaries
- Continuity through motivational services
- Constant cuing for care
- Re-enforcing boundaries when she leaves the unit
- Accompanied off-unit time
- Approaching her with an air of confidence (self)
- Telling her what needs to be done
- Using short simple sentences and explanations
- Saying "I would like you to _____, because _____"
- Outings
- Helping
- Giving her alternatives
- Ice water
- Acknowledging her presence
- Humor - coaxing - cajoling
- Assessing her mood before approaching
- Going to get her pop and then going outside
- Soothing music - gospel
- Playing the piano or keyboard in her room
- Asking her to play the piano in the dining room
- 1:1
- Affection - soothing touch
- Validation
- Positive feedback
- Being selectively social
- Nuns - anything to do with religion
- Talking about her mother or the nuns in Jackman
- Sleeping in
- Backing off
- Giving her space when she's agitated
Recommendations:
- When behaviors dramatically change, always look for an underlying
medical issue before beginning behavioral interventions - assess for pain or
discomfort - check her blood sugar - assess COPD status - check for an
infection - etc. Be aware of weather's impact.
- Document carefully and accurately all behaviors in an effort to
present a clear picture of presenting symptoms for the psychiatrist in order
for him to achieve the most effective management of treatment regimen and
medications.
- Continued involvement with support services is crucial and should be
maintained on a consistent basis.
- Keep environment and routines predictable - avoid change if possible
- know her likes, dislikes, routines, and rituals - document for all staff. Any
new or unfamiliar staff must review her care plan and behavior plan prior to
working with her. Predictability feels safe and allows her to feel in control.
Provide consistency of approach and continuity of care - all staff, all
shifts.
- Provide structure - set limits and boundaries - give clear
expectations and educate to the consequences. Because of her very poor impulse
control, boundaries and limits will need to be re-enforced on a situational
basis.
- Confront her behavior as it occurs as being inappropriate and
unacceptable - avoid sounding angry, disgusted, judgmental, or impatient -
don't raise your voice - be firm, calm, matter of fact, and very concrete -
once you've stated your issue, let it go - avoid going on and on or bringing it
up later.
- When communicating with her, focus her attention - obtain eye contact
- speak at or below eye level using short simple sentences - speak slowly and
clearly, keeping the tone of your voice low - keep explanations brief and to
the point - explain step by step as you go - use common sense explanations,
single clear directions and commands, and simple cues.
- Assess her mood before approaching and approach accordingly -
anticipate potential behavioral situations and try to avoid them.
- Don't order, command, scold, or approach in an abrasive manner -
instead of confrontation less distraction whenever possible - negative
approaches or statements will usually achieve a negative result. Be very aware
of what your facial expression, body language, and tone of voice are saying to
her.
- When resistive, back off and try later - don't push - be flexible
within established boundaries - avoid power struggles - if it's not a "to die
for" issue, let it go.
- Avoid reacting to her behaviors as it will only make them worse -
arguing contradicting her, etc. - these will all tend to escalate the
situation. Because of her loss of impulse control, she doesn't stop and think
before she speaks or acts - instead, once an impulse is triggered, she will
immediately react - if she feels threatened or frightened it will automatically
kick in her fight or flight response. She also tends to "perform" for an
audience, ever an audience of one - remove her audience by not reacting, and
you remove her need to perform.
- During ADLs, give clear simple cues and directions, and then give her
plenty of time to complete the task - give lots of positive re-enforcement and
feedback. Approach with an air of self confidence and expected compliance.
- When agitated, back off and give her space - let he work out of it on
her own as long as she poses no risk to herself or others - if she begins to
escalate, then intervene.
- Refocus her attention with an alternative - use humor - take her off
the unit for a while - getting her "pop" - going on an outing - music - etc.
Boredom is a major problem - as for her help, using task focused purposeful
activities that give her a sense of being useful and needed. Ask her to play
the piano or keyboard for you.
- Acknowledge her presence - when she feels ignored her behaviors will
escalate - she's lonely and needs companionship - briefly socialize when not
assisting with care or addressing an issue - sit quietly with her - reminisce -
validate her feelings - listen to her - show affection - use soothing touch -
give positive feedback, sincere complements, and genuine praise.
- If she has to wait, briefly explain, then keep your word - establish
a trusting relationship.
- Behaviors are a form of communication - she's trying to tell you
something - look underneath the behaviors for the true message.
Thanks for the referral.
Laura Cote, RN
Behavior Management Consultant
In-Service Outlines
Laura Cote RN
Long Term Care Behavior Management
Consultant
PO Box 541
Livermore, Maine 04253-0541
Office
897-9573 Fax 897-5788
SERVICES AVAILABLE
BEHAVIOR MANAGEMENT CONSULTATION
For individual residents with specific behavior management issues,
irregardless of their diagnosis.
Consultation includes chart review, problem solving session with staff,
brief meeting with the resident, written recommendations, and follow-up as
needed.
INSERVICE EDUCATION
Provided to staff within their own facility.
Seven inservices currently available:
- Behavioral Approach
- Documentation of Behaviors
- Alzheimer's - Practical Hints for Caregivers
- Intimidating Behaviors
- Problem Solving for Difficult Behaviors
- Behavior Profile Cards
- Elopement - Risk Factors and Prevention
Services are provided through the Bureau of Medical Services, Department
of Human Services, and are available to any Long Term Care facility in the
state of Maine at NO COST to the facility or the resident.
The goal of these services is to assist staff in dealing more
effectively with difficult behaviors by giving them a better understanding of
the resident, why the behaviors are occurring, making recommendations,
involving them in team problem solving where their input is valued, and
providing them the education that will enable them to do their jobs more
effectively and safely -- as well as improving quality of care and ultimately
quality of life for the resident.
Referrals can be made directly by calling 207-897-9573.
INSERVICE OUTLINES
Behavioral Approach
Introduction: Relation to behaviors to approach
Things to know
before approaching a resident --
- Social history
- Medical / Psychiatric history
- Behavioral history
- Behavior triggers
- Know yourself
Helpful hints
1 hr. long and geared to all staff
Documentation of Behaviors
Painting word pictures
Why is documentation so important?
Who is
responsible for documentation?
Intense documentation
What should
documentation include?
Vocabulary list
1 hr. long and geared to licensed staff, med techs, social service,
activities, and the MDS co-ordinator
Alzheimer's - Practical Hints for Caregivers
Brief overview of the disease
Stages of Alzheimer's
"Time warp"
Conditioned or automatic responses
Hints for specific areas
including:
- Personal care
- Mealtimes
- Toileting
- Sleep / rest
- Specific behaviors
- Depression
- Sexuality issues
3 hrs. long, which is offered in one 3 hr. session or two 1½ hr.
sessions - geared to all staff
Intimidating Behaviors
Definition of intimidation
What kind of behavior can be
intimidating?
Who intimidates?
What triggers the behavior?
Managing
intimidating behavior
1 hr. long and geared to all staff
Problem Solving for Difficult Behaviors
Define the problem behavior
What triggers the behavior?
When
does the behavior occur?
What are the warning signs?
What makes the
behavior worse or ensures that you will see the behavior?
What makes it
better -- how can you refocus, redirect, or "head it off at the pass"?
1 hr. long and geared to all staff
Behavior Profile Cards
Basic identifying information
Social history
Family involvement
Pertinant medical and psychiatric history
Behavior history
Behavior
triggers
Likes and dislikes
Routines and rituals
Ways to refocus
and redirect
A list of the do's and don't's for working with the
resident
1 hr. long and geared to any staff who work directly with the residents
targeted for the profile cards
Elopement
Risk factors
Preventative strategies
Crisis plan
1 hr. long and geared to all staff
Sample ShowMe QI Report
Facility Name .......: RANTZ ACRES
Missouri Facility ID: 99999
Facility Address ....: 999 COUNTRYSIDE LANE, ANYWHERE, MO 99999-9999
Facility County ......:
Report for the Quarter Ending: December 31, 1999
ShowMe QI Report
Quality Indicator
#1
Prevalence of Any Injury
This Quality Indicator (QI) reflects the percent of residents with any
injury* as recorded on their most recent MDS assessment. The graph displays
several quarters of information for this QI. QI scores that fall below the
lower threshold are thought to reflect good or
excellent performance. QI scores that fall above the
upper threshold may suggest a problem with resident
care that needs further attention by your Quality Improvement Team. Focus on
trends and examine the residents listed with the problem. The summary table
below includes your facility's QI Score, statewide tenth percentile score, and
percentile rank.
* See attached Resident List for those residents with any injury
indicated on their most recent MDS (M4 and J4)
Prevalence of Any Injury |
|
Summary Table for Quality Indicator #1 |
Quarter Ending Date |
Your Facility |
Statewide Summary |
Your QI
Score |
# of
Residents with this QI |
# of
Residents in this Calculation |
# of
Residents Not in this Calculation |
Tenth
Percentile Score |
Your
Percentile Rank in Missouri |
Dec 31, 1998 |
9.52 |
2 |
21 |
0 |
1.79% |
48.07% |
March 31, 1999 |
0.00 |
0 |
50 |
0 |
1.61% |
0.00% |
June 30, 1999 |
7.41 |
6 |
81 |
0 |
1.52% |
36.53% |
Sept 30, 1999 |
12.94 |
11 |
85 |
1 |
1.67% |
59.76% |
Dec 31, 1999 |
11.29 |
7 |
62 |
0 |
1.54% |
58.16% |