Building Trust: A Strategy to Improve Patient Safety, Staff Wellbeing & Vaccine Uptake in Long Term Care
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Overview
Staff trust leaders when they believe that they care about them (empathy), have faith in their judgment and competence (logic), and think they are acting with the real person (authenticity). When trust is absent between leaders and staff in long term care facilities, vaccination uptake, patient safety, quality of care, and staff well-being are all negatively impacted.
AHCA/NAL is equipping leaders with trust-building skills and practices through Building Trust: A Strategy to Improve Patient Safety, Staff Wellbeing & Vaccine Uptake in Long Term Care. Based on the science of trust building, this 4-lesson virtual program is full of tools and resources to help leaders build trust with staff.
Course Learning Objectives:
After completing this course, learners will be able to:
- Assess the presence of trust in your facility
- Identify the impact of experienced inequities on building trust
- Ask open-ended honest questions and listen for understanding in conversations with staff
- Use a one-to-one meeting to build trust and secure commitments
- Address misinformation in a culturally sensitive manner
- Facilitate psychologically safe conversations among teams
- Elicit and connect to people’s shared values to motivate commitment to vaccinations
- Design and implement a strategy to build trust across the organization
Course Participants:
This course is designed for formal and informal leaders within long term care in both clinical and non-clinical roles. This includes administrators, DON’s, medical directors, senior leaders, department heads, as well as infection preventionists, quality improvement coordinators, influential staff. Learners in a wide range of roles and across diverse cultural contexts and geographies will find value in the course.
Learners are encouraged (but not required) to enroll with a colleague with whom they can practice the skills and offer one another feedback.
Course Requirements:
Each Course will have:
- Practice exercise & reflection
- Key Takeaways
- Featured Resources
- Recommended Resources
Participation in the course requires approximately 2-3 hours per session for four sessions, including video lectures, readings and time applying the new knowledge and skills. Time commitments vary per session.
At the end of this course, learners will receive a certificate of completion. To receive this certificate, learners must:
- Complete all course videos
- Complete the post-course evaluation
Cost: These Trainings are offered free of charge.
© 2022 American Health Care Association. All rights reserved.
All Building Trust: A Strategy to Improve Patient Safety, Staff Wellbeing & Vaccine Uptake in Long Term Care materials subject to this copyright may be photocopied or distributed for the purpose of nonprofit or educational advancement. The use, photocopying, and distribution for commercial purposes of any of these materials is expressly prohibited without the prior written permission of American Health Care Association.
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Contains 11 Component(s)
Once you have completed registration to this training series, you will be able to click the training title to open the course and begin.
In this lesson, we will introduce the three drivers of trust: empathy, logic and authenticity. We will discuss what we need to do to build trust on our teams and organizations, particularly when forms of inequity are present. We will discuss ways to address the historical and present-day impact of racism and other inequities experienced by staff who identify as Black, Indigenous or People of Color. We will explore how to design and execute a strategy to build trust at scale – for all levels of staff, on all shifts, and across departments, even when facing staffing challenges. Learners will engage champions and share leadership to build trust person-by-person in long-term care facilities. We will explore how to get the most out of the course and summarize how the methods support learners to build trust in real time to improve staff COVID-19 vaccine uptake, staff wellbeing and resident safety.
Learning Objectives:
At the end of this lesson, learners will be able to:
- Describe how to make the most of the course to build trust on teams and across the organization to increase vaccine uptake in improve other safety and infection control efforts
- Explore why trust (and a culture of trust) matters in long-term care facilities
- Define trust and recognize the three drivers of trust: empathy, logic and authenticity
- Explore barriers to trust such as resistance to change, structural inequities and histories of broken trust
- Assess personal readiness to build trust
- Identify long-term system-level strategies to support trust in the context of vaccine uptake
- Identify, recruit and train trust-building champions to improve COVID-19 vaccine uptake in long-term care facilities
- Share leadership and design a strategy to build trust person-by-person across our organizations for vaccine uptake
- AAMC Principles of Trustworthiness
- We Are Greater Than Covid. The Conversation: Between Us, About Us
- Preferred terms for select groups and populations
- Wyatt R, Laderman M, Botwinick L, Mate K, Whittington J. Achieving Health Equity: A Guide for Health Care Organizations. IHI White Paper. Cambridge, MA: Institute for Healthcare Improvement; 2016
- American Medical Association & American Association for Medical Colleges. Advancing Health Equity: A Guide to Language, Narrative and Concepts
- The State of Trustworthiness, AAMC Center for Health Justice, 2021
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Contains 10 Component(s)
Once you have completed Lesson 1, you will be able to click the training title to open the course and begin.
In this lesson, we will explore the practices of empathy. Empathy is experienced as “I believe you care about me.” Learners will be able to describe techniques to enhance your expression of empathy such as when to use open-honest questions and how to formulate them. We will practice skills such as listening for understanding (rather than responding). We will discuss how to avoid the temptation to “fix” or “solve” other people’s problems or respond immediately to their concerns, and instead respond with curiosity and interest in the person’s experiences and seek to understand their perspective. Finally, we will combine these practices as we use the five steps of a one-to-one meeting.
- Learning Objectives:
- At the end of this lesson, you will be able to:
- Ask open honest questions
- Listen to understand
- Avoid the impulse to “fix now”
- Learn the practice of “appreciative inquiry”
- Identify the five steps of a one-to-one meeting
- Make an “ask” and follow up on commitments with accountability
- Respond with gratitude and understanding when met with ‘no thanks’
- At the end of this lesson, you will be able to:
- Learning Objectives:
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Contains 9 Component(s)
Once you have completed Lesson 2, you will be able to click the training title to open the course and begin.
Logic is experienced as “Your reasoning and judgment are sound.” This requires effective communication. In this lesson, we will learn how to communicate your logic effectively to build trust among staff and colleagues. Learners will also explore strategies for responding to misinformation and practice using these strategies in trust-building conversations. We will address the presence of cultural differences and historical racism and other inequities that can impact how individuals process information.
- Learning Objectives
- At the end of this lesson, you will be able to:
- Understand what logic is and how to communicate it effectively
- Learn strategies for communicating with people whose logic differs from you
- Learn strategies to address misinformation about COVID-19 vaccines while maintaining the tenants of trust building
- Understand the importance of acknowledging cultural differences to foster respect and inclusion in our communication strategies
- Explore communication strategies that address racism and other inequities among historically marginalized staff groups
- At the end of this lesson, you will be able to:
- Christiano, A., Barry, J., Neimand, A., Martin, B., Tolentino, L., Cloutier, B. & Darby, M. Invest in Trust: A Guide for Building COVID-19 Vaccine Trust and Increasing Vaccination Rates Among CNAs. AHRQ Pub. No. 21-0035-EF. Rockville, MD: Agency for Healthcare Research and Quality, 2021.
- Lewandowsky S, Cook J, et al. The COVID-19 Vaccine Communication Handbook. A practical guide for improving vaccine communication and fighting misinformation.
- American Psychological Association. Building Community Trust to Improve Participation in COVID-19 Testing and Contract Tracing.
- Learning Objectives
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Contains 11 Component(s)
Once you have completed Lesson 3, you will be able to click the training title to open the course and begin.
Authenticity is experienced as “I experience the real you.” In this lesson, we will discuss how to create conditions for authenticity in your organization. This includes connecting people to shared values through skills such as asking “what matters to you” questions, articulating your personal “why” and naming common values. We will also explore psychological safety as a strategy to encourage authenticity. Learners will examine what psychological safety is and the outcomes associated with a psychologically safe work environment, including the organizational and individual benefits associated with learning, risk management, innovation, and job satisfaction.
- Learning Objectives:
- At the end of this lesson, you will be able to:
- Understand what authenticity is and how to create conditions for authenticity among teams
- Describe the value of sharing your “personal why” to show your own motivations
- Describe the value of asking “what matters to you” questions of team members
- Understand how to motivate action by connecting individual values to a team’s shared purpose and organizational mission
- Define what psychological safety is and why it is important to trust in the workplace
- List three actions to create psychological safety on your team
- Explain how these actions promote psychological safety and authenticity
- At the end of this lesson, you will be able to:
- “What Matters to You?” Conversation Guide for Improving Joy in Work. Boston: Institute for Healthcare Improvement, 2017.
- Edmondson A. Why Is Psychological Safety So Important in Health Care? Boston: Institute for Healthcare Improvement.
- Edmondson A. The Fearless Organization: Creating Psychological Safety in the Workplace for Learning, Innovation and Growth. Hoboken: John Wiley & Sons, Inc.; 2019.
- Learning Objectives:
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Contains 26 Component(s) Recorded On: 10/18/2022
Once you have completed Lesson 4, you will be able to click the training title to open the course and begin.
Overview
Trust between leadership and staff is foundational to successful organizations. Advancing Trust in Your Building is a virtual, self-paced course that will train leaders on how to educate their staff on Trust Building concepts. The course will provide leaders with facilitated discussion guides, team exercises, and agendas. The materials can be used in a variety of different settings, time allotments, and for different types of staff.
Each lesson includes:
- A refresher on the Lesson’s Key Takeaways.
- Agenda suggestions that allow the leader to find the right mix for their facility; and
- Content, video, discussion guides, and/or exercises.
Curriculum Lessons:
- Lesson 1: Introduction to the Three Drivers of Trust
- Lesson 2: The First Driver of Trust: Empathy
- Lesson 3: The Second Driver of Trust: Logic
- Lesson 4: The Third Driver of Trust: Authenticity
Click here to have a printable copy of the complete overview document.
