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Managing Conflict In All The Right Ways
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Transplant Procurement Services
Hospital Services Best Practices
Interviewing families about Organ and Tissue Donation
Interviewing families about Donation over the Phone
Our Clients
NHSBT, Liverpool, England
NHS West Midlands, Birmingham, England
Naval Underwater Warfare Center, Newport, RI
Interviewing Families about Donation over the Phone
Purpose:
The research clearly indicates that training requestors increases donation rates of organs, tissues and eyes. This two-day research-based workshop provides such training to procurement professionals who request donations over the phone. It has been taught in the U.S., England and Australia.
Description and Success:
Interviewing Families about Donation over the Phone is a customized version of the workshop we’ve taught for over 25 years for face-to-face donation conversations. But it focuses exclusively on phone consent conversations and emphasizes both the special problems inherent in those interactions and the solutions to those problems. It has a proven track record. In some cases consent rates have doubled after this training.
Like our other consent workshop, this one utilizes highly personalized instruction in a two-day format. We employ a variety of instructional methods, including presentation, paired exercises, large and small group discussion, and modeling. Enrollment is limited to 24 participants.
The second day of the workshop is devoted to role-playing, in which each participant conducts an appropriate donation conversation in a structured simulation. Participants also role-play family members who are being approached about the possibility of donation, as our experience has shown us that participants often learn just as much playing family members as they do playing interviewers. Following each simulation, role-players and observers are given additional instruction in the nuances of problem areas in phone conversations.
Workshop Objectives:
- Identify and reinforce donor conversation strengths and add new skills;
- Understand the barriers to consent and the sticking points of telephone consent conversations;
- Understand the structure and steps of "typical" donation conversations;
- Practice questioning techniques to identify core concerns and practice providing reassurance and comfort;
- Relay the information necessary for informed consent;
- Complete at least two donation conversation role-plays--one as "interviewer" and one as family member--and participate in group debriefs.
Workshop Support:
Large group instruction on the first day requires a computer and projector, a flipchart stand and pad, screen, and tables and chairs sufficient for 24 participants. The second day requires two breakout spaces and furniture for role playing sessions. Detailed instructions for putting on the workshop and room arrangement diagrams will be sent upon booking. Handout masters and instructions will be sent one month in advance.
Advance Preparation:
Before attending the workshop, each participant should receive a description of the objectives and an agenda. Advance materials should communicate that participants are expected to be present for the entire two days of instruction and that "drop-in" attendance is not appropriate for this particular training program.
Personnel Costs:
Fee: $ 5,500.00 US, plus reasonable travel expenses
Customizing costs at $150 an hour for variations due to laws and customs in various countries