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.

Decreasing Patient-Provider Conflict (DPC)

Conflict Resolution Resources

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)

Difficult Patient Situations in the Dialysis Unit: an Overview and Suggested Interventions (powerpoint presentation)

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.

Protocol for Evaluation of Patient's Complaints and Grievances (pdf - 7 pgs)

To Contract or Not to Contract - (pdf)

Treatment Agreement Guide (pdf)

TIP Sheet #1: Assessing Facility Culture and Policies (pdf)

Knowledge Assesment of Tip Sheet #1 - please complete and return to NW 15

Involuntary Discharge Checklist - (pdf) revised 3/2010

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Vocational Rehabilitation

Voc Rehab Resources

2009 Vocational Rehabilitation Resource Packet - (pdf 1 pg)

The Benefits of Volunteering (pdf - 1 pg)

Effective Strategies for Improving Employment Outcomes for People with Chronic Kidney Disease (pdf - 136 pgs)

Employment: A Kidney Patient's Guide to Working & Paying for Treatment (pdf - 108 pgs)

Employment Facilitation Letters (pdf - 2 pgs)

Life Options Rehabilitation Program - This Web site developed by Life Options contains lots of in-depth information and resources about vocational as well as general rehabilitation. Check out the Teaching Tools (also available in Spanish) which cover a wide range of topics and are easy to print out for patients.

2010 Voc Rehab Tracking Tool (pdf - 1pg)

Working with Kidney Disease (National Kidney Foundation Website)

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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) (pdf -3 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 (pdf - 30 pgs)

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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

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CfC Information

Please see our Conditions for Coverage page

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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.

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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

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

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Advance Care Planning

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Additional Patient Services Resources

Additional Resources

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)

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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-500-2006-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.