Well-treatment is a proactive approach aimed at guaranteeing the respect, dignity, autonomy and participation of the patient. In healthcare services, well-treatment directly influences the quality of life of patients and on their adherence to care. Thinking about the ethical aspect of good treatment is essential in the field of care. So what are the practices to master to guarantee good treatment in healthcare services? Update with Nadine Le Jeune, nurse, healthcare executive, trainer and educational and scientific director.
According to the High Authority for Health (HAS), well-treatment is based on fundamental principles of respect, dignity, autonomy and participation. It aims to ensure that people are treated with respect throughout their care journey. The National Agency for the Evaluation and Quality of Social and Medical-Social Establishments and Services (ANESM, now part of HAS) published a guide to good practices in well-treatment in 2008. This collective approach aims to identify the best possible support for the user, while respecting their choices and adapting as closely as possible to their needs. This is a framework recommendation. Well-treatment is in fact at the forefront of the HAS work program dedicated to the quality of medico-social establishments and services.
Listening and communication to guarantee well-treatment
Good treatment begins with respect for the person, whatever their situation.
Understanding needs
Active listening emphasizes empathetic communication and understanding patients' needs and expectations. It involves a genuine emotional connection and a desire to deeply understand what the person is feeling and expressing.
An example
A professional nurse visits an elderly patient who suffers from several chronic health problems. When the patient begins to speak, the nurse concentrates fully on what he is saying without interrupting him or judging him. His attention is primarily directed towards the patient. After the patient shares their concerns and needs, the nurse summarizes to ensure understanding. She then offers specific solutions to meet the needs of that patient. This may include adjustments to one's care plan, recommendations for pain management, or even a referral to a specialist if necessary. Active listening allowed the nurse to personalize care and support to meet the unique needs of this patient, thereby improving their quality of life and satisfaction with the care provided.
Respect for autonomy
Active listening promotes autonomy by allowing the person to actively participate in decision-making regarding their care pathway. This reinforces the person's sense of control and dignity.
Strengthening the relationship
When a person feels heard, they are more likely to establish a relationship of trust with professionals. This therefore improves the quality of care and the overall well-being of the person.
Preventing errors
Active listening helps avoid misunderstandings and communication errors that could have harmful consequences on the person's health or well-being.
Respect and dignity
Respect and dignity are maintained by actively engaging people in their own care process. This ensures them the respect and dignity they have the right to expect.
Listening and communication are essential pillars of well-treatment. They place the person at the center of care, recognizing their concerns and choices. This makes people feel valued, respected and supported. Which is essential for their well-being and quality of life.
Train health and support professionals
Professionals must benefit from training adapted to the specific needs of their field of activity to guarantee caring support.
For example, training for geriatric professionals aims to equip them to provide respectful care, centered on the elderly, and thus promote well-treatment within the establishment. This training is based on practical knowledge, communication skills and ethical reflections essential to guarantee caring support for elderly patients. For example :
The elderly, knowing them better to take better care of them
Non-drug techniques are an integral part of the treatment. They require technical skills from each professional to offer activities adapted to the possibilities and desires of patients. This training provides the keys to responding to these situations.
This training therefore aims to guarantee support marked by kindness. This support takes into account the needs, wishes and well-being of people, ensuring that they feel respected and supported.
It is necessary to train professionals on the importance of well-treatment and how to create a favorable environment. This includes awareness of the diversity of people’s needs and how to respect them. In addition to technical skills, training should encourage professionals to think ethically. This means they must be able to question the morality of their actions, taking into account the values and principles that guide their profession.
Evaluate the quality of care
Quality of care assessment aims to ensure that people receive safe, quality care. Care is sometimes complex and may involve several professionals or providers. The goal is to ensure that every aspect of this care meets standards.
Tools for evaluating the quality of care can take different forms: satisfaction questionnaires, checklists, audits, analysis of clinical data, evaluation, etc. Whatever the tool used, the main objective is to detect possible discrepancies by in relation to quality and safety standards. Improvement plans can then be put in place to resolve the problems detected and/or improve the quality of care.
Good practices regarding communication and respect for patient dignity:
- Address the patient using their name and respectful language.
- Inform the patient of their care plan and the medical decisions that concern them.
- Protect confidential patient information.
An example
Following an assessment of the quality of care in an oncology department, adjustments were made to pain management protocols. Results: a significant reduction in patients' pain-related complaints and an overall improvement in their satisfaction with the care received.
The importance of the care environment
The environment plays an important role in well-treatment. It is essential to take into account several factors to guarantee caring support. Elements such as decoration, cleanliness and brightness can influence people's morale. They therefore have an impact on their health (reduction of stress and anxiety).
Properly arranging the space with appropriate equipment, adequate temperature, sufficient and appropriate lighting, and ergonomic furniture helps to create an environment conducive to well-treatment.
The environment must respect the dignity of each individual. Hence the need to create spaces that preserve intimacy and respect for private life. People should be able to move freely, making choices based on their personal preferences.
An example
In a rehabilitation center, creating accessible outdoor spaces for patients in wheelchairs had a positive impact on their mental well-being. The landscaping promoted a sense of normalcy and inclusion.
Good treatment in healthcare services is a fundamental approach to ensuring respect, dignity, autonomy and participation of patients. Guaranteeing good treatment in healthcare services is based on a holistic approach that integrates active listening, training of professionals, assessment of the quality of care and the creation of a respectful environment. Thanks to these good practices, it is possible to improve the quality of life of patients and strengthen their confidence in the healthcare system, thus contributing to more humane care.
