Aleta Wondo Primary
Hospital
PATIENTORIENTATION
PROTOCOL
SEPT, 2016 E.C
Aleta Wondo, Sidama, Ethiopia
“You must recognize and respect the role of
patients and clients as partnersin their care
and the contribution they can make to it. This
involves identifying their preferences
regarding care and respecting these within
thelimits of professional practice, existing
legislation, resources and the goalsof the
therapeutic relationship.”
Nursing Midwifery Code of Conduct.April 2002.
“Respect the rights of
patients to be fully
involved in decisions
about their care;”
General Medical Council
DEFINITION
The term “patient Orientation” refers to the process of building the capacity of
patients, families, carers, to facilitate and support the active involvement of
patients in their own care, in order to enhance people-centeredness of health care
service delivery.
The goal is to ensure that clients or family receive consistent information regarding
care plan, any medical intervention, possible outcome and expected discharge date
and financial issues.
BACKGROUND
Health care systems are complex and include multiple stakeholders and providers.
People using health care services have an essential role as co-producers of their
health and indeed they represent the only consistent factor throughout the care
pathway.
Patient engagement is increasingly recognized as an integral part of health care and
a critical component of safe people-centred services. Engaged patients are better
able to make informed decisions about their care options. In addition, resources
may be better used if they are aligned with patients’ priorities and this is critical
forthe sustainability of health systems worldwide.
People using health services are increasingly asking for more responsive, open
and transparent health care systems. They expect practitioners to engage them in
the decision-making process, although individual patients may vary substantially
in their preferences for such involvement.
Patient engagement may also promote mutual accountability and understanding
between the patients and health care providers.
PATIENT RIGHTS WHILE SEEKING OR RECEIVING SERVICES
Everyone has the right to be treated with dignity and respect, as well as receive
excellent care.
Aleta Wondo Primary Hospital will make every effort to ensure that the rights of
everyone seeking or receiving services are not violated.Your rights include:
Right to being treated with dignity and respect
Right to privacy
Right to considerate, respectful and safe care.
Right to be well informed about your illness, possible treatments, likely
outcomes and unexpected outcomes and to discuss this information with
your doctor.
Right to know the names and roles of people treating you.
Right to consent to or refuse a treatment, as permitted by law, throughout
your hospital stay. If you refuse a recommended treatment, you will receive
other needed and available care.
COMPLAINT HANDLING PROCEDURES
While receiving services at Aleta Wondo Primary Hospital, clients have the right to file
complaint if they areunhappy, if they feel that have been disrespected, or if they feel they have
been treated in amanner that is harmful or unethical. They have to be informed about their right
as “If you encounter a problem with your care, we ask thatyou share with the Hospital in the
following ways”:
Speak with you service provider first.
If, after speaking with your provider, you do not feel that your concerns are addressed,
you may ask to speak with a supervisor.
If, after speaking with a supervisor, you are still not satisfied, you may file a complaint
You may also call the complaint phone lines posted at each service areas.
FINANCIAL POLICIES
Aleta Wondo Primary Hospital will only collect financial information from you inorder to
determine coverage and payer coverage for yourservices.Hospital staff will provide youpayment
information upon admission for all persons seekingservices. Payment for all services is expected
at the time they arerendered, including with cash, insurance or credit service with different
organizations.
The nurse in charge or medical team should provide information on estimated cost based on
length of stay, admission cost, need for ICU admission, procedure fee other medical care need.
APPOINTMENT PROCEDURES
If client served in our Hospital is to be seen again in follow-up, he/she has to obtain appointment
needed from nurse or liaison officer in charge on discharge.
If a client is scheduled for appointment, the nurse in charge mustconfirm the scheduled
appointment as 2:30 _ 6:30 DLT in the morning and 7:30 – 11:30DLT in the
afternoon.Remainder forthe appointment can be done by:
Calling the Customer directly, or
Sending the remainder text
COORDINATION OF CARE OR MEDICAL INTERVENTION
AND EXPECTED OUTCOME
Clients served in Aleta Wondo Primary Hospital should be informed of their
management plan from time of evaluation to discharge.They also have to be
informed that, in an effort to provide comprehensive care, primary care providers
will evaluate and start care with further evaluation care provision after consulting
Hospital consultants of respective department.
Health Care practitioners should ensure that communication with patients, patients’
carers and relatives is fully and accurately recorded in the patient’s clinical notes.
Such recordsmust show that the patient has been fully involved in the process of
planning their care, management options or any invasive procedures
recommended based on clinical condition. At least after initial clinical evaluation,
possible or expected clinical outcome has to be informed for patients or family
members.
The client/family has to be informed of all patient/family
responsibilities and procedures to help ensure a safe and good
outcome. These responsibilities include bringing all drugs &
supplies needed, adhere to all recommendations given by medical
team, pay or bring his/her insurance for any financial requests so
on.
Health Care Practitioners must respect the patient's right to refuse care, even if
thisis against medical advice and may be detrimental to a patient’s health and well
being.Apatient’s reason/s for refusal, along with the advice Health Care
Practitioners haveoffered in such cases, must be fully documented in the patient’s
clinical notes. Thepatient’s consultant must also be contacted at the first
opportunity.
DISCHARGE PLANNING
A target discharge date to which all health care workers can work whilst
recognising that the date may change according to the patient’s needs/clinical
status. An EDD should be set at the first Consultant review and no later than the
first Consultant post take ward round the next morning. Patient progress towards
EDD should be assessed every day at ward round led by a senior clinical decision
maker (consultant) while informing and involving the patient or family at every
stage of clinical decision.
Discharge plan should be part of initial care plan and should be documented and
communicated to all admitted clients based on discharge planning format.
VISITORS AND VISITING HOURS
While in the Hospital admission unit theclients have to be informed to have one
designate care giver and two visitors at a time.
The visit hours of the Hospital has to be informed. Patients have also be informed
that people who have any kind of infection or symptomsof illness may not visit
them.
Visitors must not touch IV pumps or any other equipment or medication.Visitors
must not use the bathroom or shower inyour room. While Covid 19 precautions are
in place all visitorsmust wear a mask and remain inside your room.
MATERIALS TO BRING AND HOSPITAL ENVIRONMENT
Clients have to be informed to be bringing their own pajamas or wear Hospital
pajamas, pair of clean slippers, blanket and bed sheet of your own or Hospital and
other consumables.Clients have to be informed about facilities available in the
Hospital and how and where to get them. These include, water for drink,
electricity, toilet or bath room, nursing station, cafeteria and whom to get in case of
need. These could also include meal times, meal ordering, medical rounds times.
References:
1. Patient Engagement: Technical Series on Safer Primary Care, WHO. 2016
2. NHS. Discharge Planning Policy: M. Roland. 2019.
AletaWondoPrimary Hospital Patient/Family Orientation Checklist
Your nurse will review this information with you, to help you more involved in your Hospital
care. If you have any questions, please ask your care giver nurse.
Dear, ___________________________, I am _____________________________,
____________________ in my profession providing you an orientation based on
initial clinical assessment and current condition.
S/N Orientation Topics Major information to be provided
1 Disease condition Main Diagnosis:
Current condition:
Management option:
Expected outcome:
Any lifestyle modification:
2 Discharge Planning EDD: EDD after consultant review or clinical
status:
If discontinue care without planning, encouraged to resume
services any time.
3 Financial Policy: ICU bed: Ward bed:
Payment in cash Procedure (if any):
or Drugs & supplies:
CBHI Estimated cost:
4 Attendant and One attendant for one patient Policy:
Visitors Hour: Briefing on Posted Visitors Hour:
5 Condition Help If urgent medical need or an emergency, location of duty
room or Nurse station:
