Position Purpose:
The Patient Safety Observer reports to the Remote Monitoring Manager. Under general supervision and leadership on the Monitoring Operations Director, the Patient Safety Observer provides continuous monitoring of patients in clinical settings across the enterprise and beyond via multiple camera feeds. This position collaborates with administrative, technical, and clinical staff at all monitoring facilities to promote safety in the inpatient environment, especially for those patients at risk of harm including suicidal patients as part of an observation spectrum. The Patient Safety Observer will be responsible for real time assessment of safety risks and intervention via a predetermined escalation algorithm. Core Values:
Success Criteria
Pleasantly great and introduce myself to others.
Be an active listener by maintaining eye contact and using appropriate body language to communicate that I am listening.
Strive to be attentive, respectful, and responsive in caring for the needs of patients.
Use kind words and actions to show empathy when others are distressed.
Advocate for the well-being and concerns of patients and families.
Help others when asked or communicate the need for assistance if I cannot be of help.
Success Criteria
Demonstrate pride in my work and do what is expected of me with timeliness and quality.
Know and abide by the policies that specifically pertain to my work area and role.
Share information and respond to communications in a timely and professional manner.
Be fiscally conservative by not wasting time or resources.
Respect the individuality, privacy, and dignity of patients, visitors, and colleagues.
Provide a welcoming environment for all.
Support equality and inclusion for all by remaining nonbiased in my interactions and not treating anyone differently based on gender, religion, sexual orientation, age, national origin, race, economic status, or physical characteristics.
Speak up or intervene when workplace bullying, or discrimination is observed.
Success Criteria
Welcome new members to my team and offer them my assistance and support.
Listen to and try to understand the needs and opinions of my team.
Engage team members in key decisions that affect our work.
Provide/facilitate recognition of team members.
Support/participate in team building activities.
Success Criteria
Support a focus on positive changes in the company.
Bring forward opportunities for improvement and not wait for an adverse event to happen.
Support a culture of aspiration by asking and accepting questions.
Encourage ideas from others.
Contribute my ideas for the purpose of continuous improvement, problem solving, and learning.
Accept responsibility for my own learning.
Job Competencies
The job competencies section is not included in the overall score. However, if the team member receives a rating of “Does Not Meet Requirements” in this sections, he/she will not be eligible for a performance increase for the year.
Job Responsibilities
The job responsibilities section is weighted as follows for the team member. If a team member receives less than a 2.5 overall score for the job responsibilities section, he/she will not be eligible for a performance increase for the year.
Engage in all processes associated with delivery, set-up, retrieval, patient and care team communication, and continuous monitoring of camera feed for patients identified as a safety risk. (50%)
Success Criteria
Facilitate delivery and assist RN with set-up and activation of CVM equipment.
Obtain report from RN upon initiation of CMV and at beginning of each shift.
Ensure that patient information is entered into software correctly.
Exhibits professional behavior without distraction while monitoring patients.
Provide introduction at initiation of intervention and the beginning of each shift if patient is awake.
Document required information per CVM protocol.
Call nursing staff directly on wireless phone as soon as possible when an immediate safety risk or change in patient behavior warranting intervention is detected; escalate safety interventions as necessary per CVM protocol.
Provide closed loop communication with unit level staff for specific high-risk behaviors as described in CVM protocol (sexual, violent, self-harm behavior, suicidal intent).
Provide handoff to oncoming staff regarding patient status. Include overview of interventions, behaviors observed, and status.
Notify PSO lead or designee when CVM is discontinued so that service can be dispatched to a waitlisted patient, as necessary.
Notify PSO lead and nurses caring for all CVM patients if experiencing system issues like downtime, video failure, etc. Contact help desk to resolve any technical issues.
Facilitate retrieval of PSO cart when virtual monitoring is discontinued.
Request unit staff to clean and disinfect equipment per hospital policy.
Assist other team members to achieve CVM goals of patient safety and satisfaction, hospital workforce management optimization, and safety of the suicidal patient.
Adjust team members assignments using acuity-based scoring model for observation ratios specific and relevant to patient risk.
Communicate/manage appropriateness of intervention (CVM v. 1:1 sitter) with multiple nursing units across the enterprise and external to MUSC.
Coordinate with staffing office to appropriately allocate resources.
Use critical thinking skill to escalate intervention to 1:2 sitter as risk indicates.
Provide program education to existing and new clinical units as needed.
Upon request of coordinator or manager, contribute to data collection for use in research and for quality improvement purposes.
Perform routine clerical duties related to the Continuous Virtual Monitoring Program. (50%)
Success Criteria
Use proper phone/video etiquette when communicating with patients and staff.
Communicate with unit staff to collect accurate bedside phone numbers and create phone lists.
Answer phones at CVM workstations in a timely manner.
Update CVM patient lists as appropriate and communicate with PSO lead when changes are imminent, and waitlist is necessary.
Use VPO software as directed during training.
Use fax and printer to achieve shift goals for patient monitoring.