The unsung safety heroes: TeleSitter? Monitor Staff in action

Many conversations around AvaSure’s Virtual Care programs focus on providing direct care to patients, keeping track of their condition, and alerting the bedside care team if any issues arise. Monitor staff members who work tirelessly to ensure the safety and well-being of patients are often the unsung heroes. In one of the sessions at AvaSure Virtual Symposium, we had the opportunity to speak with two phenomenal monitor staff managers who play a crucial role in the smooth operation of TeleSitting? programs and enforce patient safety policies to create a safe and secure environment for patients and staff.

Read on to see how Kearston Winder at Ascension via Christi and Juliet Aninye MBA HCM,LVN , at Va North Texas Healthcare Sys share their best practices for keeping patients and staff safe -

1. Acknowledging the role of TeleSitter monitors as a valued team member goes a long way: Verbally redirecting floor staff to help in managing the patients can be a delicate task, as it is essential to have a relationship with the patient, build rapport and be calm so they listen and react appropriately, helping to avoid calling in a bedside team member for help. During her first time redirecting a patient, Kearston remembers feeling excited to provide value to her team and help keep the patient safe. With clear communication and a supportive approach, Kearston was able to effectively redirect floor staff to provide the necessary help to a patient and was immediately recognized for her work by the bedside team. They went out of their way to thank her, helping her feel valued in her role.
2. Choose leaders who want to push the program further: Introducing a TeleSitter program at a facility can be challenging. You may face resistance from care team members who are unfamiliar with the technology and are skeptical that it will deliver outcomes. It’s important to hire managers who are willing to be advocates for the role their virtual team members play in protecting patients and who are willing to continue pushing the program forward. When Juliet started at the VA, a program was already in place, but she brought in a new perspective. She was excited by the challenge of getting the program on the right track to work in partnership with the bedside team & expand the uses cases for virtual monitors. The VA has recognized her for the work she’s done in bringing success to the TeleSitter program.
3. Communication with patients goes a long way towards safety: Developing strong relationships with patients is an important part of providing high-quality care and can also be helpful when it comes to redirecting patients when necessary. By establishing trust and rapport, providing clear communication, involving patients in their care teams can help drive positive outcomes. Having a camera always on in your room can be frightening to a patient, so, teams may consider having a manager introduce the TeleSitter system to the patient and family in person, helping to build confidence that it is there for their safety and well-being. In most cases, this starts a conversation and results in a favorable assessment of the monitor's job.
4. Be considerate of existing conditions that may impact care: Patients in a VA facility are at a high risk of having some level of PTSD. This can create an extremely negative experience when a stat alarm or verbal redirection comes out of nowhere, especially at night. Walking the patient through what a vocal intervention and a stat alarm will sound like when making introductions can help prepare them, preventing an incident down the line.?
5. Prepare for all that monitor staff may experience: Monitor staff members may sometimes witness upsetting events such as accidents, injuries, or even deaths. Depending on their background, this may be the first time they’re experiencing events that are fairly common in a clinical environment. Encouraging open communication and support among staff members can help to create a safe and supportive environment where staff members can share their feelings and experiences. This could involve setting up a support group or forums where staff members can talk about their experiences or providing resources and information about how to cope with difficult events. Being supportive, understanding, and transparent with your team can help them to cope with the emotional impact of their job and continue providing high-quality care to patients.

Monitor staff are an essential part of the care team in the new virtual care model as they play a crucial role in ensuring the safety and well-being of patients and staff. They are responsible for continuously monitoring patients for sometimes weeks at a time and may face a range of challenges, including maintaining focus and attention, managing stress and emotions, and identifying and responding to incidents – so it’s important to realize the impact they’re making.

At AvaSure, we have a top-of-the-line education team who have a deep understanding of the challenges and opportunities in this dynamic field and are committed to sharing best practices and providing support to your monitor team.?To learn more on how our team can help your facility to create a safe and efficient environment for patients and staff, reach out to our RN team and get a complimentary on-site assessment.