Joint Commission Preparation: Tip of the Week

TJC Prep 2018

  • Be calm – you’ll do great.
  • Be welcoming and polite – SMILE!
    • Patient care always comes first. If you need to respond to a patient’s needs, be polite, explain the situation and offer to meet the surveyor again as soon as possible. If approached by a surveyor to discuss a patient’s care, arrange for someone to cover your patients.
  • ALWAYS BE AWARE OF PATIENT CONFIDENTIALITY AND WHERE QUESTIONS ARE ASKED
    • If there is a chance for others to overhear, suggest going to a conference room or staff lounge.
  • Be enthusiastic and confident – Remember, you know your job better than anyone else
    Answer only what is asked – allow the surveyor to ask follow-up questions. Answer questions with a “yes” or “no” whenever possible. Do not elaborate or offer specifics unless asked.
  • Avoid words such as “usually” and “sometimes.” Instead answer “we do.”
    Remember we’re a team – talk about the collaboration among the various disciplines caring for the patient.
  • Know your patients – surveyors will be concerned with answers like, “I’ve been off for a few days and don’t know the status of this patient’s care.” Instead, give the details and discuss how other information is obtained during the day: rounds, etc. or where you can find it in the medical record.
  • Stay positive – even if things aren’t going the way you’d like, keep a positive perspective and a smile on your face! You’re doing great.
  • Be HONEST. We never knowingly provide false information.
  • Accept criticism and educational points graciously. The surveyors are here to educate. Use open body language. Stand facing the surveyor in a comfortable, confident manner.
  • Be flexible. You may be interviewed only once, multiple times or not at all. Regardless, be ready.
  • RELAX. Surveys are an opportunity for us to shine and show off the exceptional job we do each and every day.
  • FOLLOW THE 3 SECOND RULE IN ANSWERING QUESTIONS:
    • If you are unsure of what is being asked, ask the surveyor to clarify the question (I’m not sure what you are asking. Could you clarify?)
    • Use the buddy system. Ask a co-worker for help in answering a question or offer to help someone stumped by a question.
    • If you don’t know the answer to a question, don’t get creative. Tell the surveyor you’re unsure or don’t know and either direct them to someone who can respond or tell them that you know where to find the answer will get back to them as quickly as possible.