Well-treatment is a proactive approach aimed at guaranteeing patients' respect, dignity, autonomy and participation. In care services, good treatment has a direct impact on patients' quality of life. and on their adherence to care. Thinking about the ethical aspect of good treatment is essential in the field of care. So what practices need to be mastered to guarantee good treatment in the care service? Nadine Le Jeune, nurse, health executive, trainer and educational and scientific director, takes a closer look.
According to the French National Authority for Health (HAS), good treatment is based on the fundamental principles of respect, dignity, autonomy and participation. It aims to ensure that people are treated with respect throughout their care. In 2008, the Agence nationale de l'évaluation et de la qualité des établissements et services sociaux et médico-sociaux (ANESM, now part of the HAS) published a guide to good practice in this area. The aim of this collective approach is to identify the best possible support for users, respecting their choices and adapting it as closely as possible to their needs. This is a framework recommendation. Indeed, good treatment is at the forefront of the HAS work programme devoted to the quality of medico-social establishments and services.
Listening and communicating to ensure good treatment
Good treatment begins with respect for the person, whatever their situation.
Understanding needs
Active listening emphasises empathic communication and understanding of patients' needs and expectations. It involves a genuine emotional connection and a willingness to deeply understand what the person is feeling and expressing.
An example
A private practice nurse visits an elderly patient suffering from a number of chronic health problems. When the patient begins to speak, the nurse concentrates fully on what he or she is saying, without interrupting or judging. Her attention is focused on the patient. After the patient has shared his or her concerns and needs, the nurse summarises to make sure she has understood. She then suggests specific solutions to meet the patient's needs. These may include adjustments to the patient's care plan, recommendations for pain management, or even a referral to a specialist if necessary. Active listening has enabled the nurse to tailor care and support to meet the unique needs of this patient, improving their quality of life and satisfaction with the care provided.
Respect for autonomy
Active listening fosters autonomy by enabling people to play an active part in decision-making about their care. This reinforces the person's sense of control and dignity.
Strengthening the relationship
When people feel listened to, they are more likely to establish a relationship of trust with professionals. This improves the quality of care and the person's overall well-being.
Error prevention
Active listening helps to avoid misunderstandings and miscommunications that could have harmful consequences for a person's health or well-being.
Respect and dignity
Respect and dignity are preserved by actively involving people in their own care process. This ensures that they receive the respect and dignity they are entitled to expect.
Listening and communication are essential pillars of good care. They place people at the centre of care, recognising their concerns and choices. This makes people feel valued, respected and supported. This is essential for their well-being and quality of life.
Training healthcare and counselling professionals
Professionals must receive training tailored to the specific needs of their field of activity to ensure that they provide caring support.
For example, a training course for geriatric professionals aims to equip them to provide respectful care, centred on the elderly person, and thus promote good treatment within the establishment. This training is based on practical knowledge, communication skills and ethical considerations, all of which are essential to ensuring that elderly patients receive good care. For example:
The elderly: getting to know them better to take better care of them
Non-medicinal techniques are an integral part of care. They require every professional to have the technical skills to offer activities that are adapted to the possibilities and wishes of patients. This training course provides the keys to responding to these situations.
The aim of this training is to ensure that the support provided is caring. This support takes account of people's needs, wishes and well-being, ensuring that they feel respected and supported.
Professionals need to be trained in the importance of good treatment and how to create a supportive environment. This includes raising 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 that they must be able to ask themselves questions about the morality of their actions, taking into account the values and principles that guide their profession.
Assessing the quality of care
The aim of assessing the quality of care is to ensure that people receive safe, high-quality care. Care is sometimes complex and may involve several professionals or providers. The aim is therefore to ensure that every aspect of this care complies with standards.
Care quality assessment tools can take a variety of forms: satisfaction questionnaires, checklists, audits, analysis of clinical data, evaluations, etc. Whatever the tool used, the main objective is to detect any deviations from 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 practice in communication and respect for patient dignity :
- Address the patient using their name and respectful language.
- Informing patients 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. The results: a significant reduction in patients' pain-related complaints and an overall improvement in their satisfaction with the care they received.
The importance of the care environment
The environment plays an important role in good care. A number of factors need to be taken into account to ensure that people are well looked after. Elements such as decoration, cleanliness and brightness can influence people's morale. They therefore have an impact on their health (reducing stress and anxiety).
The right layout, with the right equipment, the right temperature, sufficient and appropriate lighting and ergonomic furniture, helps to create an environment that is conducive to good treatment.
The environment must respect the dignity of each individual. Hence the need to create spaces that preserve intimacy and respect for privacy. People must be able to move around freely and make choices according to their personal preferences.
An example
In a rehabilitation centre, the creation of accessible outdoor spaces for wheelchair-bound patients has had a positive impact on their mental well-being. The landscaping has fostered a sense of normality and inclusion.
Well-treatment in the care sector is a fundamental approach to ensuring patients' respect, dignity, autonomy and participation. Ensuring good treatment in the care sector is based on a holistic approach that includes active listening, training professionals, assessing the quality of care and creating a respectful environment. Through these good practices, it is possible to improve patients' quality of life and strengthen their confidence in the care system, thereby contributing to more humane care.
