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| Conflict Resolution |   Vocational Rehab |  Patient Self-Care  | Emergency Preparedness | CfC Information | Professionalism Education |
| Medicare Issues | CAHPS |  Depression PortfolioQuality of LifeAdvance Care Planning
  Additional Resources

Patient Services

The Patient Services Department of Network #15 receives and responds to patient concerns and problems, works with facility staff and patients to resolve conflicts, provides educational materials to providers and patients, works to promote participation in vocational rehab services, and serves as a liaison to facility social workers and state renal social work groups.

Conflict Resolution

Decreasing Patient-Provider Conflict (DPC) Resources
DPC TIP Sheet #1: Assessing Facility Culture and Policies (pdf)
DPC Tip Sheet #2: Staff Training: Modules 1-9 (pdf)
DPC Tip Sheet #3: Using Conflict Data in Your QAPI Program (pdf)
DPC Quality Improvement Approach Examples(pdf)
DPC Provider Manual - (pdf - 112 pgs)
An Introduction to the DPC Project - (powerpoint presentation)
DPC Brochure - Decreasing Conflict and Building Bridges (pdf)
DPC Pathway Flowchart (pdf)
DPC Tips on Cultural Awareness (pdf)
DPC Tracking Tool Examples (Excel)
DPC - Spreadsheet Tracking Tool (Excel)
DPC Poster (jpg)
DPC Bibliography (pdf)
DPC Quality Improvement Tracking Tools - (pdf - 10 pgs)
Decreasing Patient-Provider Conflict (DPC) Program: Conflict Resolution Resources for the Dialysis Professional (powerpoint presentation) *Note: this presentation does NOT contain any audio, so disregard instructions to turn on computer speakers.
Additional Conflict Resources

new "Involuntary Patient Discharge: Conditions for Coverage Issues, CMS Concerns, and Prevention Strategies.”   This recorded presentation is 57 minutes long (with audio, so turn on your speakers) and will supplement your knowledge of the Conditions for Coverage regulations that govern involuntary discharge, as well as provide information about dealing with conflict and difficult patient situations in the dialysis unit.

Slides from this presentation (pdf - 49 pgs)

V-Tags & Interpretive Guidance Regarding Patient Involuntary Discharge (pdf - 1 pg)

Difficult Patient Situations in the Dialysis Unit: an Overview and Suggested Interventions (powerpoint presentation)
Protocol for Evaluation of Patient's Complaints and Grievances (pdf - 7 pgs) 
To Contract or Not to Contract - (pdf)
Treatment Agreement Guide (pdf)
Involuntary Discharge Checklist - (pdf) revised 5/2012
Professionalism in Dialysis Care (courtesy of ESRD Network 5)
A Clinic Manager's View of Patient Complaints - article by Jennifer Tolarba, RN
Patient Complaints 2008-09: Addressing Respect and Dignity and Access to Care
Template for "Harm to Self" Letter of Concern (Word Doc)
Template for "Harm to Facility Operations" Letter of Concern (Word Doc)

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Vocational Rehabilitation
It is unreasonable to expect all patients to become employed, but identifying and encouraging those who have potential for employment is a practical goal.  Strategies to help patients with vocational rehabilitation do not need to be limited to state Voc Rehab programs.  The resources below can be useful to you and your patients:

Voc Rehab Resources For Renal Professionals
SSA Online—Ticket to Work Program—Home Page
SSA Online—Ticket to Work Program—Service Provider Directory
Work Incentive Seminar Events (WISE) 
Employment Facilitation Letters (MS Word - 2 pgs)
SSA Online—The Red Book—A Guide to Work Incentives (English and Spanish versions are available from SSA Online)
SSA Working While Disabled—How We Can Help (English)
SSA Working While Disabled—How We Can Help (Spanish)
In Control—CKD and Job Retention 
Building Quality of Life: A Practical Guide to Renal Rehabilitation
Life Options Free Materials
ADA Regional Offices (pdf 1 pg)
ADA Home Page
The ADA: Your Employment Rights as an Individual with a Disability
The Family and Medical Leave Act Fact Sheet
2013 Voc Rehab Survey Tracking Tool - MS Excel
2012 Voc Rehab Survery Tracking Tool - MS Excel
The Benefits of Volunteering (pdf - 2 pgs)
State Vocational Rehabilitation Agencies (pdf - 2 pgs)
Patient Scholarships
Federal Student Aid Programs
A Practical Guide for People with Disabilities Who Want to Go to College(pdf - 35 pgs)
Effective Strategies for Improving Employment Outcomes for People with Chronic Kidney Disease (pdf - 136 pgs)
Voc Rehab Resources for Patients
Keeping Your Job When You Need Dialysis
SSA Working While Disabled—How We Can Help (English) (pdf 14 pgs)
SSA Working While Disabled—How We Can Help (Spanish) (pdf 14 pgs)
SSA Online—Ticket to Work Program—Home Page
SSA Online—Ticket to Work Program—Service Provider Directory
Employment: A Kidney Patient's Guide to Working & Paying for Treatment (pdf - 108 pgs)
Working with Chronic Kidney Disease (pdf - 16 pgs)

Encouragement: Renal Rehabilitation Bridging the Barriers: For Patients and their Families (pdf 47 pgs)

Exercise: A Guide for People on Dialysis  (pdf - 46 pgs)

Dialysis and Your (Health-related) Quality of Life
A Practical Guide for People with Disabilities Who Want to Go to College  (pdf - 35 pgs)
Patient Scholarships
Federal Student Aid Programs

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Patient Self-Care
“Self care” is not synonymous with “self dialysis.” In broader terms, self care defines a patient’s interest and ability to participate in his or her treatment. For people on dialysis, there is tremendous benefit in partnering with care providers to achieve a comfortable level of involvement.

Patient Self-Care Resources
Method to Assess Treatment Choices in Home Dialysis (Match-D Tool Version 2) (pdf - 5 pgs)
Self Care Options for Patients and Professionals to Discuss - (pdf - 1 pg)
Self Care Corner Articles (pdf - 1 pg)
Home and Self-Care Dialysis Directory 2010 (pdf - 26 pgs booklet style)

Home Sweet Home Toolkit - Link to ESRD Network of Texas Website (Thanks to NW 14 for sharing these resources)

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Emergency Preparedness
In preparation for an emergency ESRD Network #15 will:

  • Encourage dialysis facilities to plan for emergency situations
  • Provide technical assistance in the development of emergency plans
  • Provide educational materials to the patient and provider community on topics related to emergency/disaster preparedness
  • Develop an internal Network plan for preparedness and response, including arrangements with back up Networks if local operations are impaired

During an emergency response, and per HIPAA and CMS policy, ESRD Network #15:

  • Disseminate central contact numbers for dialysis providers in the affected area, to assist patients and providers in coordinating the provision of dialysis services
  • Post information regarding open and closed status of facilities on the www.dialysisunits.com web site
  • Assist patients in contacting dialysis providers to arrange treatment
  • Assist family members in locating displaced patients
  • Assist treating facilities to obtain necessary information to care for patients
  • Work with the Centers for Medicare & Medicaid Services (CMS) or its contractor to maintain a database tracking system for patient whereabouts (dialysis centers and/or shelter locations)
  • Host conference calls with CMS, providers, vendors, and other entities to coordinate care for the patients
  • Implement arrangements with a back-up Network if the operations of Network #15’s office are compromised
Emergency Preparedness Resources
Are You Ready? Steps to Consider for Dialysis Patients and Families - Reprinted with permission from Network 13
Dialysis Patient Emergency Planning Needs Assessment Questionnaire - (pdf 2 pgs) - Also available in Spanish
Disaster Preparedness Page - Contains all written resources, web links, and details the Network #15 response to an emergency including pandemic influenza information.
Disaster Preparedness: A Guide for Chronic Dialysis Facilities (Second Edition) (pdf - 87 pgs)
Four Keys to Being Prepared for a Disaster - (pdf - 3 pgs)
Network #15 Pandemic Influenza Newsletter (pdf - 4 pgs)
Preparing for Emergencies - A Guide for People on Dialysis - (pdf - 37 pgs) CMS Pub No. 10150 - Also available in Spanish

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Conditions for Coverage Information - Please see our Conditions for Coverage page

Professionalism Education

Professionalism in Dialysis Care (pdf - 12pgs) - Thanks to ESRD Network 5 for sharing this resource which aims to build communication skills to promote better customer service and patient satisfaction.

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Medicare Issues
The resources below may help in answering some general questions, however we recommend contacting Medicare directly at 1-800-MEDICARE for additional information.

Medicare Resources
Immunosuppressive Drug Benefits (pdf - 2 pgs)
Medicare & You - CMS Publication No. 10050 - Also available in Spanish
Medicare Coverage of Kidney Dialysis and Kidney Transplant Services (pdf - 60 pgs) CMS Publication No. 10128 - Also Available in Spanish

Medicare Prescription Drug Coverage -
        • Medicare Coverage Under Parts A, B and D (pdf - 3 pgs)
        • Your [Patient] Guide to Medicare Prescription Drug Coverage (pdf - 75 pgs) CMS Pub No. 11109
- Also available in Spanish

Physician's Guide to Medicare Coverage of Kidney Dialysis and Kidney Transplant Services - (pdf - 58 pgs)

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Consumer Assessment of Healthcare Providers and Systems (CAHPS)

CAHPS overview
In-Center Hemodialysis Survey and Reporting Kit

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Depression Portfolio Resources

Patient/Family Resources:
Depression - A detailed booklet from the National Institute of Mental Health (NIMH) that describes symptoms, causes, and treatments, with information on getting help and coping.
Depression and Diabetes - 2002 NIMH brochure discussing the increased risk of diabetes in developing depression.
Depression and Heart Disease - 2002 NIMH brochure discussing the association of depression and heart disease.
Just the Facts: Dealing with Depression - from the Life Options Rehabilitation Program Keys to a Long Life, July 2000.
Defeating Depression - by Dory Martin, CISW. Reprinted from Network #15 Renal Roundup Sept 1999.
The Depressed Child - a 1998 Facts for Families Sheet from the American Academy of Child & Adolescent Psychiatry (AACP).

Staff Depression Portfolio Resources:

Here is a list (pdf) of the Staff Resources that were included in the previously mailed Depression Portfolio. If you are interested in obtaining copies of any specific resource, please call Network #15 at 303-831-8818.

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Quality of Life

Quality of Life Resources
Improving Dialysis Patient Quality of Life - FAQs from KDQOL Webinar
Kidney Disease Quality of Life (KDQOL) Working Group Web site - Link here to obtain information on the KDQOL Questionnaire.
Assessing Functional Status (pdf - 1 pg)

Predictors of functional health status of end stage renal disease patients. This link (from FindArticles.com) brings up the entire article from Health Care Financing Review, Summer, 1997, by George R. Parkerson, Robert A. Gutman.

Medical Outcomes Trust - This link contains information about the Sickness Impact Profile (SIP), SF-36 and SF-12 Health Surveys, the Duke Health Profile, and Quality of Well-being Scale.
Measuring Dialysis Patients’ Health-Related Quality of Life with the KDQOL-36 (pdf - 8pgs)

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Advance Care Planning

Advance Care Planning Resources

Caring Connections - This Web site is an initiative of the National Hospice and Palliative Care Organization (NHPCO) and provides a wide range of free materials about end-of-life care including State Specific Advance Directive Documents.

Caring through the End: Final Stage of Chronic Kidney Disease - Developed by Mid-Atlantic Renal Coalition, this training module defines palliative care and helps participants identify end-of-life issues that might arise in the facility as well as possible resources and support.
Five Wishes - Aging with Dignity has created this document, available in print, video, and DVD (English and Spanish) that helps you express how you want to be treated if you are seriously ill and unable to speak for yourself.
Kidney End-of-Life Coalition Website - Includes resources for staff, patients, and families.
Model Policy for DNR Orders in Dialysis Facilities - developed by the ESRD Peer Workgroup of the Robert Wood Johnson Foundation Promoting Excellence in End-of-Life Care Program and endorsed by the RPA/ASN Quality Patient Care Committee.(pdf - 12 pgs)
  • "Shared Decision-Making in the Appropriate Initiation of and Withdrawal from Dialysis." Clinical Practice Guideline. Second Edition. Designed to assist nephrologists, patients, and families in making decisions to initiate or withdraw from dialysis. 
    • Network #15 has several copies available for lending, call us at 303-831-8818. 
    • To purchase a copy go to Renal Physician’s Association’s Online Store.
    • You may download the following sections of the book for free:

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Additional Patient Services Resources

Additional Resources
Get More Out of Your Dialysis Experience: 3 Things You Can Do (pdf - 1 pg)
Tip Sheet: When Patients Don't Come to Dialysis (pdf 3 pgs)
Patient Assessment Tip Sheet (pdf - 2 pgs)
Health Literacy Tip Sheet (pdf - 2 pgs)
Cultural Competency and LEP Tip Sheet
Dealing with Abusive Behaviors Tip Sheet (pdf 3 pgs)
Taking a Vacation from Treatment = Inadequate Dialysis (pdf - 1 pg)
An Alphabet of Patient-Centered ESRD Care (pdf - 2 pgs)
Dialysis Facility Compare Poster - (pdf - 1 pg) poster in Spanish
Medical Record Model (pdf - 8 pgs)
Fistula First: Implications for Nephrology Social Work Practice - (Powerpoint)
"Weighing the Outcomes: Ethical Issues in Kidney Disease" - Free Online Course - Earn CEU's from the American Kidney Fund

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Intermountain End-Stage Renal Disease Network, Inc.
165 S. Union Blvd., Suite 466, Lakewood, CO 80228
Phone: 303-831-8818     Fax: 303-860-8392
Toll free for patients only: 1-800-783-8818 or 1-888-777-0105

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Supported by Centers for Medicare and Medicaid Services (CMS) Contract No.HHSM-500-2013-NW015C. The content of this web site does not necessarily reflect the views or policies of CMS or the Department of Health and Human Services; nor does mention of trade names, commercial products, or organizations imply endorsement by the U.S. Government. Network #15 assumes full responsibility for the accuracy and completeness of this web site.