Tema 22 - Administrativos - SAS - Servicio Andaluz de Salud - Volumen 1

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Understanding the Style Manual of the Andalusian Health Service

Purpose of the Style Manual

• The style manual serves as an organizational document guiding professionals on how to act in specific situations without replacing personal reflection or analysis.

• Successful implementation relies on professional participation, translating guidelines into actionable protocols aimed at comprehensive healthcare delivery.

Mission and Values of SAS

• The Andalusian Health Service (SAS) is defined by its mission as a public health service provider focused on quality care and user-centered services.

• SAS aims to improve healthcare access while ensuring equity in health protection rights for all citizens.

Core Values of the Andalusian Health Service

Equity and Accessibility

• Equity is a fundamental principle; services must avoid discrimination and support vulnerable populations effectively.

• Universality ensures that no individual is denied health treatment due to economic reasons, marking a significant achievement of the public system.

Continuous Improvement and Comprehensive Care

• Continuous improvement in quality respects professional autonomy while promoting evidence-based performance criteria.

• Comprehensive care focuses on treating individuals holistically rather than just addressing diseases, emphasizing personalized care services.

Continuity of Care within SAS

Importance of Continuity

• Continuity of care is essential for addressing user needs comprehensively, requiring organizational collaboration rather than isolated actions.

Ensuring Maximum Therapeutic Benefit

Efficiency in Healthcare

• The goal is to ensure interventions provide maximum therapeutic benefit, emphasizing efficiency not as cost-cutting but as optimal resource utilization for better care.

• Teamwork and coordinated action are essential due to the complexity of the healthcare system, highlighting the need for collaborative mechanisms that address citizens' health needs.

Equity and Access to Care

• Respecting differences and providing equitable care is crucial; access to health services should be universal, regardless of wealth or social status.

• The Andalusian Health Service plays a key role in ensuring equality in health protection, focusing on delivering care based solely on patient needs without discrimination.

Non-discrimination Principles

• Care must be free from biases related to sex, religion, social class, sexual orientation, marital status, or physical appearance; derogatory terms are unacceptable.

• Prioritization of attention should rely on clinical criteria rather than personal judgments about patients’ behaviors or conditions.

Professional Ethics and Patient Interaction

Conscientious Objection

• Professionals have the right to conscientious objection but must refer patients to other providers without imposing their values on those seeking services.

Avoiding Pejorative Language

• Use of technical or pejorative language (e.g., "hysterical") is discouraged; professionals should avoid making value judgments about patients' behaviors.

Maintaining Privacy and Confidentiality

Clinical Relationships

• Clinical interactions should occur privately; however, flexibility is necessary in certain situations like intensive care where monitoring may require visibility.

Ensuring Confidential Communication

• Patients deserve confidential communication regarding sensitive issues; interruptions by unrelated personnel during clinical acts are not acceptable.

Handling Sensitive Information

• Administrative processes must protect patient confidentiality; intimate details unrelated to clinical matters should not be included in medical records.

General Principles of Confidentiality

Legal Obligations

Confidentiality and Professionalism in Healthcare

Importance of Confidentiality

• All user information, including clinical records and personal details, must be treated confidentially by health professionals.

• Personal information should only be used for the purposes it was provided, ensuring that only authorized individuals receive this information.

Respecting User Privacy

• Users' wishes regarding confidentiality must be respected; professionals should avoid discussing users in public spaces.

• Consent from patients or their families is required before sharing any medical reports with the media.

Handling Personal Information

• Care must be taken to prevent unauthorized access to medical records and avoid indirect exchanges of personal information.

• Professionals are expected to maintain courtesy and professionalism while addressing users, reflecting mutual respect.

Communication Standards

• The appropriate form of address for adult users is "you," maintaining a respectful tone in both oral and written communication.

• Written communication should include formal titles (Don/Doña), avoiding informal terms when addressing elderly users.

Teamwork and Continuity of Care

• Clear individual responsibilities among healthcare professionals are essential for effective teamwork and continuity of care.

Informing Users in Healthcare

Importance of Communication in Healthcare

• Users should be informed about who will attend to them and the reasons for their care, emphasizing teamwork among all healthcare staff, including orderlies and administrative personnel.

• Gaining user trust requires clear communication; information must be conveyed in understandable language both verbally and in writing.

• Continuous information sharing is crucial during clinical actions, allowing users to understand their health processes without unnecessary delays or alarms.

User Involvement and Autonomy

• Professionals have a responsibility to provide necessary information proactively, helping users understand their treatment options and decisions regarding their health.

• Effective communication can prevent misunderstandings that lead to discomfort or perceived neglect, such as not informing users about the necessity of routine checks.

Documentation and Information Sharing

• Proper documentation of shared information is essential for maintaining an optimal state of health; this includes records of tests and results provided to patients.

• Established procedures are needed for urgent situations where timely information delivery is critical, ensuring patients know when they will receive updates on their condition.

Respecting Patient Wishes

• Patients' wishes regarding how much information they want must be respected; professionals should approach sensitive topics with care.

• Health professionals play a key role in guiding patients through decision-making processes while respecting their autonomy.

Informed Consent Process

• Informed consent represents an ethical commitment by healthcare providers to ensure patients make knowledgeable decisions about their treatments based on potential risks and benefits.

Requesting a Second Medical Opinion

Process for Obtaining a Second Opinion

• Users can request a second medical opinion through the customer service department of their health district or hospital. Necessary information will be provided to the professional involved in the process to avoid repeating procedures.

Impact of Tobacco Consumption on Health

Health Risks Associated with Tobacco

• Tobacco consumption is identified as a significant health issue affecting both men and women, supported by extensive scientific literature that confirms its harmful effects on smokers and those exposed to secondhand smoke. Clear messaging from health services about these dangers is essential.

Role of Health Professionals

• Healthcare professionals serve as role models regarding tobacco use, which adds responsibility, especially for those who still smoke. They must adhere to regulations prohibiting tobacco consumption in healthcare settings.

Organizational Responsibilities in Healthcare

User Orientation and Error Reporting

• It is crucial for professionals to identify organizational failures and communicate them to superiors for resolution. Those responsible for service organization should gather feedback from users and staff about potential improvements. Continuous analysis of internal rules is necessary to enhance accessibility and comfort for users.

User Feedback as a Resource

Importance of User Opinions

• User opinions are valuable insights into service functionality; they can be expressed through various means such as suggestions, focus groups, or complaints, all contributing to improved care quality. All professionals are obligated to facilitate compliance with citizens' rights within public health services.

Navigating Health Services

Simplifying User Experience

• The use of health services can often feel overwhelming without professional support; user care units aim to handle procedures internally whenever possible, minimizing user involvement in documentation transfer between centers. This approach alleviates unnecessary burdens on patients and their companions.

Communication During Procedures

• When directing users towards other services or procedures, professionals must provide clear information regarding what actions need to be taken, required documentation, and follow-up confirmations after completion of tasks or appointments. This ensures transparency throughout the user's experience with healthcare services.

Effective Communication with Patients

Informing Users About Care Changes

User Care and Professional Responsibilities

Orientation and Support for Users

• Professionals are tasked with helping users orient themselves in space, which may include providing explanations or plans, or accompanying them as needed.

• It is essential for professionals to serve users effectively; if they cannot meet a user's care needs, they must connect the user with another qualified professional.

Addressing Omissions and Communication

• When a professional identifies an omission affecting a user, they should take action to compensate for it whenever possible, regardless of whether it falls within their duties.

• After attempting to resolve issues, professionals must report any abnormal situations to their unit's management to address organizational problems promptly.

Professional Conduct and Identification

• Professionals must express opinions through established channels without using users against other staff or the organization for personal grievances.

• Mandatory identification includes wearing visible personal ID cards during work hours; contact information should be provided when communicating results or management decisions.

Documentation and User Rights

• All clinical documentation must clearly display the issuer's name and signature upon request from the user, reinforcing accountability in care.

• Requesting identification from all individuals seeking care promotes proper patient identification and underscores their rights within the health system.

Institutional Identity and Communication Standards

• Printed materials given to users must feature official names of health services while adhering to corporate identity guidelines; unauthorized logos are prohibited.

• Clear signage within healthcare facilities is crucial for preventing confusion among users, especially in large buildings; updated directories facilitate navigation.

Conflict Management in User Interactions

Understanding User Complaints in Healthcare

Handling Unreasonable Requests

• Professionals must inform users when their requests cannot be met due to legal or medical criteria, explaining the reasons clearly.

• Accommodating unreasonable requests can disqualify professionals and damage the reputation of healthcare institutions.

Professional Conduct in Conflict Situations

• When faced with complaints, professionals represent the institution; thus, responses should maintain professionalism and avoid personal confrontations.

• Users may feel disappointed if health services do not meet their expectations, which could stem from either unrealistic demands or genuine service issues.

Nature of Complaints

• A complaint reflects a user's dissatisfaction with SAS actions, whether related to individual professionals or organizational aspects.

• All complaints should be treated as valuable feedback for improving health services, regardless of how they are communicated.

Addressing Complaints Effectively

• Professionals must listen to complaints and direct users to appropriate resources if they lack sufficient knowledge to assist them.

• Responding involves understanding user discomfort, providing explanations for issues like misinformation or internal errors, and informing management for future improvements.

The Role of Communication in Healthcare

Importance of Communication Skills

• Effective communication is essential in healthcare settings where interactions occur between various stakeholders including colleagues and users.

• Poor communication is a leading cause of workplace problems; enhancing communication can significantly improve work environments and outcomes.

Understanding Communication Processes

• Communication is defined as the process through which thoughts and feelings are transmitted between individuals; it fulfills human relational needs.

• Key elements include sender (the communicator), receiver (the audience), medium (channel), context (environmental factors), code (language used), and noise (disruptions).

Steps in Effective Communication

Communication Barriers and Health System Dynamics

Understanding Communication Types

• Different types of communication serve various purposes:

• Conative or appellative transmits feelings or desires.

• Phatic or contact establishes communication or cuts it off.

• Poetic or aesthetic focuses on beauty in the message, emphasizing careful communication.

Barriers to Effective Communication

• Semantic Barriers: These arise when meanings of words are unclear, leading to varied interpretations by the receiver.

• Social Context: Psychological factors such as shyness, lack of explanations, and overvaluation can hinder effective communication. The sender's tone and formality also play a role.

• Philosophical Barriers: Clarity in communication can be obstructed by organic defects, physical distance, noise interference, and poor organizational structures.

Citizen-Centric Health System Changes

• Recent changes in social and health aspects have significantly impacted public health services:

• Improvements include better quality of life, increased purchasing power, reduced inflation levels, and healthier lifestyle habits.

• Citizens are becoming more demanding regarding the quality of healthcare services they receive.

Demand for Quality Healthcare

• The current health environment is characterized by:

• Increased service demand from citizens who are sensitive to quality issues within the system.

• A need for healthcare services to adapt based on user demands and expectations.

Evaluating Healthcare Services

• Evaluation criteria for healthcare products include:

• Cost-product relationships and efficiency in resolving processes.

• User satisfaction is crucial; perceived quality is determined by comparing expectations with actual results received.

Recommendations for Workplace Communication

• Effective workplace communication strategies include:

• Using eye contact and smiles as initial contact methods.

• Allowing pauses during conversations to encourage dialogue.

• Summarizing discussions periodically to ensure understanding.

Communication Styles Explained

• Passive Style: Individuals do not express their thoughts directly; they rely on others' interpretations.

• Aggressive Style: This style disregards others' rights while expressing one's own feelings forcefully.

• Assertive Style: Balances self-expression with respect for others’ rights; encourages negotiation and empathy. Empathy is key here as it can be learned through good role models.

Rights Related to Information and Confidentiality

• Article 7 of Law 41/2002 emphasizes patient autonomy regarding information confidentiality:

• Every individual has the right to privacy concerning their health data without unauthorized access.

• Health centers must implement measures ensuring these rights are upheld through proper protocols.

Right to Healthcare Information

Overview of Patient Rights under Law 41 of 2002

• Patients have the right to be informed about their health-related actions, with exceptions as specified by law. This includes understanding the purpose, nature, risks, and consequences of interventions.

• Clinical information must be communicated in a way that is comprehensible and tailored to the patient's needs, aiding them in making informed decisions.

• The responsibility for ensuring patients receive this information lies with the attending physician and other healthcare professionals involved in their care.

Informed Consent and Capacity

• Family members or significant others may also be informed if permitted by the patient. If a patient is incapacitated, information should still be conveyed appropriately to their legal representative.

• A state of therapeutic need can limit a patient's right to information if disclosing it could harm their health; doctors must document such instances.

Epidemiological Information Rights

Community Health Awareness

• Citizens are entitled to know about community health issues that pose risks to public health or individual well-being. This information must be disseminated clearly and accurately.

Data Protection Regulations

General Data Protection Regulation (GDPR)

• Article 9.1 of GDPR prohibits processing personal data revealing sensitive attributes like ethnic origin or health status unless specific conditions are met.

• Processing related to health data is allowed under certain circumstances for public interest reasons, including preventive medicine and managing healthcare systems.

Legal Framework for Health Data Processing

• Organic Law 3/2018 regulates how health data is processed in Spain, aligning with EU regulations while ensuring protection for individuals' rights.

Criteria for Health Research Data Processing

Consent Requirements

Health Research and Data Protection Regulations

Overview of Data Use in Health Research

• Health research, particularly in biomedical fields, can utilize personal data without consent from individuals under specific circumstances related to public health surveillance.

• The reuse of personal data for health research is lawful when consent has been obtained for a specific purpose, allowing further use within related research areas.

• Information regarding the processing of personal data must be published on the corporate website of the research center and communicated electronically to affected individuals.

Pseudonymization and Ethical Considerations

• The use of pseudonymized data in health research is deemed lawful but requires strict separation between researchers and those handling pseudonymization processes.

• Access to pseudonymized data should only be granted to the research team with commitments to confidentiality and security measures against unauthorized access.

Rights of Data Subjects

• Certain rights of data subjects may be exempted during health research if it poses risks or relates directly to essential public interests such as state security or public safety.

• Exemptions apply when rights are exercised concerning anonymized data or when they pertain specifically to the results derived from the research.

Risk Assessment and Compliance Measures

• An impact assessment is mandated for processing activities under Article 89, focusing on risks associated with re-identification linked to anonymization efforts.

• Researchers must adhere to quality standards and international guidelines while ensuring that identifying information remains inaccessible during studies.

Regulatory Oversight