| A | B |
|---|
| Patient Care Challenge | A situation that may make it difficult for a patient to access, understand, or navigate health care. |
| Health Care Navigation | Helping patients understand where to go, who to contact, and how to access appropriate services. |
| Long Wait Times | A common patient challenge that can cause frustration, anxiety, or delays in care. |
| Referral Process | The steps involved in sending a patient to another provider or service for care. |
| Coordination of Care | Organizing communication and services between providers, departments, or agencies. |
| Regional Health Authority (RHA) | A regional organization that operates hospitals, clinics, facilities, and health services in a province. |
| Horizon Health Network | A New Brunswick regional health authority serving southern and central areas of the province. |
| Vitalite Health Network | A New Brunswick regional health authority serving northern areas of the province. |
| Nova Scotia Health Authority | The provincial health authority operating hospitals, health centres, and community-based programs in Nova Scotia. |
| Ontario Health | An agency created to connect, coordinate, and modernize Ontario's health care system. |
| Ontario Health Team | A group of local health providers and organizations that work together to deliver connected care. |
| Ontario Health at Home | An Ontario agency that oversees home and community care. |
| Incident | Any event that affects patient safety, disrupts operations, or involves errors or near misses. |
| Patient Safety Incident | An event that may affect or harm patient safety. |
| Operational Disruption | An event that interrupts normal office or clinic workflow. |
| Privacy Breach | An incident where personal or health information is accessed, used, or disclosed improperly. |
| Infection Control Incident | An event involving a break in infection prevention or control procedures. |
| Slip, Trip, or Fall | A physical safety incident that may occur in a health care facility. |
| Incident Management | The process of identifying, reporting, documenting, and following up on incidents. |
| Recognize and Report | An MOA responsibility to identify incidents and report them promptly. |
| Maintain Confidentiality | Protecting private information when managing an incident or difficult situation. |
| Incident Management Process | Identify the incident, ensure safety, report it, document clearly, and participate in follow-up if required. |
| Immediate Safety | The first priority in an incident, ensuring no one remains at risk of harm. |
| Incident Report | Formal documentation of a lapse in procedure, protocol, or policy that results in undesirable effects. |
| Incident Report Content | Details such as date, time, summary, account of event, witnesses, notifications, consequences, actions, and recommendations. |
| Witness | A person who sees or hears an incident occur. |
| Recommendation | A suggested action to prevent a similar incident in the future. |
| Patient File | The patient's health record; incident documentation should not be placed in it. |
| Difficult Patient Interaction | A challenging interaction involving frustration, confusion, anxiety, anger, or unmet expectations. |
| Patient Frustration | A patient's upset response that may be caused by delays, stress, bad news, or unmet expectations. |
| Escalation | An increase in intensity or risk during a patient interaction. |
| Calm Response | A professional response that avoids increasing tension during a difficult interaction. |
| Warmth | A supportive communication approach shown through words, tone, facial expression, and eye contact. |
| Respect | Paying attention, listening, using a patient's name appropriately, and treating the patient with dignity. |
| Empathy | Understanding and acknowledging another person's feelings or experience. |
| Active Listening | Listening carefully, showing attention, and clarifying the patient's concern. |
| Patient Collaboration | Asking the patient what outcome or solution would be helpful when appropriate. |
| Threatening Behaviour | Behaviour that suggests possible harm to staff, patients, or others. |
| Verbal Abuse | Insulting, aggressive, or harmful language directed at staff or others. |
| Harassment | Repeated or inappropriate behaviour that creates a hostile or unsafe interaction. |
| Requests Outside Scope | Requests the MOA is not permitted or qualified to handle. |
| Set Boundaries | Clearly and professionally stating what behaviour is acceptable and what cannot continue. |
| Ask for Help | Calling a coworker, manager, provider, security, or police when a situation requires support. |
| Empty Exam Room Strategy | Moving a disruptive patient to an empty room when safe and appropriate to separate them from others. |
| Ineffective Response | A response that is dismissive, blaming, unclear, or likely to increase conflict. |
| Effective Response | A response that is calm, respectful, empathetic, informative, and solution-focused. |
| Provider Guidance | Direction from a physician, nurse, manager, or other appropriate staff member when the MOA is uncertain. |
| Scope of Practice | The boundaries of tasks an MOA is trained and authorized to perform. |
