Health E-record

Answer

Health E-record

Part 1; B

            The concept of health e-record has continued to gain prominence over the years with the quest of improving health and wellness of the members of the society.  Patients and health practitioners connect and share information on different aspects of health care. This reflection is based on patient experience with health e-record as captured in a video recording of 26 year old Elise (mother) and Violet (daughter) age 0-18 months. In this reflection, Gibbs Reflective Cycle (1988) consisting of six major stages including description, feelings, beliefs/values, analysis, conclusion and action plan are put into consideration. Health e-records promote delivery of healthcare.

Description

            Access to variety of health services can be easily achieved through health e-records (Australia Government Australian Digital Health Agency, 2017). In this case study, the concept of health e-record is evident. In this case, it is evident that the phone call is what prompted the mother (Elise) to visit health facility for her daughter to be diagnosed and treated at her medical facility. The phone call aim was to pass information concerning her daughters’ anal result, just a week after her birth.  Elise, through her experience, recounts the personal experience on the accessibility and provision of nursing care to her child. The child was attended to in 24 hours after the appointment. The communication aided the subsequent follow-up and accessibility to other tests that promoted her child health condition.

Feeling

            The nurse and the patient feeling about care are important considerations when rendering health care services to patients. From the nurse’s perspective, it is evident that Elise seemed to be worried about her daughters’ health upon receiving information of her baby results. However, she remained composed. The Daughter, Violet was jovial and unsuspecting of what was going on, probably because of her age.

Values and beliefs

            In any health systems, there are value and beliefs that form part of healthcare delivery (Gibbs, 1988). Nurses have their personal values they ascribe to health care (Borg, 2017). In relation to this case scenario, I believe in fostering quality care to patients. My personal values and beliefs originate from the environment of my upbringing as well as the professional nursing training espoused in the codes of ethics. The nurse’s beliefs and value linked to nursing governance relating to the scenario is honesty and commitment.  As a nurse, it is prudent to ensure that a patient is provided with quality care and information promptly to promote health.

Analysis

            In health care setting, especially those that have embraced health e-record, many aspects are put into consideration to ensure successful operations. In this event, the concept of health e-records stood out clearly (Nøhr et al., 2017).   The fact that, Elise and her husband Nick received their child’s result through a phone call is a clear indication of the power and positivity of adopting health e-records. This information was easily communicated to parents promoting them to take their child for medication and further diagnoses.  Information is also of critical value when providing care. The parents had to provide in-depth information about their daughter which also helped in the administration of care. It is also important for nurses to have good communication skills when providing care to patients and the stakeholders.  The systems and processes cannot function on their own, without the human element which is more important in ensuring effective care.  Respect and history and integrity remain important in the provision of health related services.

Conclusion

            Implementation of health e-records is important in advancing service delivery in current world.  The positive aspect of health e-record for Elise is that it facilitated delivery of health care. It is convenient and ensures that information is provided on time. On the other hand, the system has negativities that must be addressed such as risk of information loss in case of system collapse, chance of heightening tension and anxiety to the patients, especially when the messenger sender is not well trained in communication skills.

Action plan

            In respect to Elise case, two outstanding events of care are respect and professionalism. The nurses were compassionate by acknowledging her dignity and privacy both emotional and physical through interactions. They supported her through continued family relationship through communication channels such as mobile phone. Professionalism was exhibited through adherence to progressive standards of medical and nursing practice and by offering holistic healthcare.

            Conclusively, this study is insightful and fulfilling providing an example of how effective health e-record can be adopted in management of healthcare and in identifying areas that may require redress. It is therefore, essential for the nurses and patients to understand the working of the system to ensure that quality services are provided.

Part B

            Putting in place measures to deal with complaints from clients is critical as it impacts on the way patient perceive the facility and the practitioners (Frumkin et al., 2017).   Evaluating patient experience of the 60 year old as depicted in the video illustrates various aspects that surround the issue of complaints in a health facility. The patient experienced varied aspect in addressing her problem. On the negative side, there was poor services and lack of professionalism from some of the nurses who appeared to be stereotypical. Similarly, she came across good caring and professionals who provided warm services. They were respectful and at every particular point, concerned about her status. They were also patient and dedicated through actions and trough communications which led to her satisfaction and quick recovery.

            The nurse has a role in complaint process and for this case, she would have to listen keenly to complainants, should be understanding, show empathy, communicate clearly, and offer solutions and keep track on the customer responds and feelings.  Complaints process is, therefore, important to this case because it allows the issues facing patients to be aired out and addressed effectively to promote recovery. It also allows identification of mistakes prompting quick response to resolve the same. The organisation also benefits from complaints because it identifies loopholes enabling adoption of suitable strategies of managing the same (Frumkin et al., 2017).  In addition, it helps or fosters culture of accountability and reporting, prevents ineffective practices, at the same time reducing cost and helps in reputation building that helps to avoid negative publicity of the facility.