60 Seconds With Russ: Safety Focus Groups
Hi, I’m Jim Aberle, Vice President of Operations. Today I have Sean Chesterfield here with me. He’s our new Security Manager. We’d like to talk to you today about security.
Over the past six months we’ve had several incidents that have raised our eyebrows and presented opportunities to enhance security here at the hospital and across the Family of Services. Over this period of time we have brought on Sean as a new manager who’s bringing new insights to our security program. We’ve also conducted some security assessments. Many of you responded to that assessment in a written survey and we’ve consolidated your input and the input of consultants into some high action priority items. In these focus groups, you’ll hear what our plans are and provide feedback and input to those plans.
These sessions will occur over the next week:
January 14, 12:30-1:30pm, Auditorium
January 14, 4-5pm, Auditorium
January 18, 10-11am, North Star Lodge
January 18, Noon – 1pm, Auditorium
With that, I’d like to introduce you to Sean Chesterfield to hear a few comments from him.
Thanks a lot, Jim. I’m looking forward to improving security here at Memorial. This is a great opportunity and I’m very happy to be part of the Memorial family. I’ll look forward to having everyone attend at least one of these sessions so we can hear what you think about some of the improvements we’d like to make at Memorial.
60 Seconds With Russ: Meet Dr. Brueggemann
Hi, I’m Marty Brueggemann and I’ve been one of the Emergency Medicine physicians at Memorial for the last 11 years. I served as the department chairman and then was elected as a Medical Staff Officer that I served for 5 years, including Chief of Staff in 2014. This last fall I was given the distinct honor of being selected as the Chief Medical Officer at Memorial and that’s the role that I serve in now.
The role of the CMO provides a clinical perspective to the operations and strategic planning of an organization. As an ER physician who sees close to 5,000 patients a year, I’ve got a good understanding of how medicine is delivered and also interact with a large group of medical staff. This helps me learn more about the other providers and learn more about what they do as well. In my work as a Medical Staff Officer, I spent a lot of time with senior leadership and other leaders in the organization and it gives me a full-spectrum experience as far as how the organization is run and how healthcare should be delivered.
I’ve been asked about my philosophy of patient care and it boils down to one thing: Communication. I’ve spent time on various quality assurance committees here at Memorial and I also served as a commissioner on the state (WA) medical quality assurance board where I would review things at the state level. And it’s amazing how many of the issues that arise in all these committees come down to simple communication and how many adverse events can be avoided simply with effective communication. By communication I don’t just mean from one doctor to another, I mean across all members of the patient care team. So ask questions, educate and when someone asks a question, make sure to make them feel like it’s the most important question you were asked that day. Regardless of how silly you may think it is at the time.
I look forward to working with all of you in my new role as CMO. If you have any questions or concerns my office is always open, so stop by and have a Jolly Rancher.
60 Seconds With Russ: 2015 Bloopers
60 Seconds With Russ: Happy Holidays!
On behalf of Memorial’s Board of Trustees and the Senior Leadership team, we want to wish you a happy holiday! And during holiday week, there are a couple of great events that we’d like to make you aware of. First of all, on Tuesday is the holiday luncheon and dinner for all Memorial employees across the Family of Services and if you’ve been to it in the past, you know that incredible food is being served at that time to all of you. It’s available at lunch and the dinner hour. The second thing that will happen on Christmas Eve and Christmas Day, for those of you that are working those two days, we want to make sure we celebrate with you and also recognize you for taking time to care for our patients and at the same time we know you’re away from your family. On Christmas Eve, we will be coming in to wish all of you a happy holiday and also on Christmas Day.
Again, on behalf of the Senior Leadership team and Memorial’s Board of Trustees, thank you for all that you do and Happy Holidays.
60 Seconds With Russ: What being Equitable means to our patients
Hi, I’m Dana Kovats and I’m here to talk about Equitable. And as a team, when we were building our definitions (for STEEEP), we spent a lot of time on Equitable. And the reason why is that there’s so many different groups of people that are entitled to good health care. We went down the list and were talking about all of the categories and reasons why some might be discriminated against. We had a list going and it was gender and it was social economic class, it was race, it was lifestyle. We all know what the reasons are that people get discriminated against and sadly, there are too many of them to count. We really decided on what was really the most simplest definition for who should be getting the same quality of care and that’s everyone. And the reasons are no matter what, that there isn’t any reason for someone to get a different quality of care. Everyone should get the same quality of health care, no matter what.
60 Seconds With Russ: Listening To Our Patients
What being effective means to our patients
Hi, I’m Laura Kinney, Vice President of Strategy and Excellence and I’m going to do a quick intro for you today to talk about STEEEP (Safe, Timely, Effective, Efficient, Equitable and Patient-Centered). Those are great words, but what do they mean? We asked our Patient and Family advisory council to tell us what it meant to them, to get the voice of the customer. I hope you enjoy the videos. Our patient and family advisors were really thrilled to make them. Enjoy.
J. Tuman, Member of the Patient and Family Advisory Council
One of the definitions we talked about was Effective. I wanted to talk about my perception of effective and this is to involve me, tell me about the research and give me an opportunity to study the material myself and make my care seamless when I’m moving from doctor to doctor or clinic to clinic. On a personal note, my wife had a series of strokes in 1996 and she became a patient at Memorial. She was first treated for a bacterial infection of the mitral valve and continued having strokes. And it was only through the research on the part of the doctors that they discovered that it wasn’t a bacterial infection rather it was Antiphospholipid syndrome. And that was the result of one of the physicians obtaining material from a recent journal article and as a results my wife was given an artificial valve and was part of the Coumadin clinic for a number of years. They continued to involve her in the decision making and with that she felt that she part of the solution as well. It made a much better environment for her and for us as a family.
60 Seconds With Russ: I’m In
Transcript to follow.
60 Seconds With Russ: Happy Thanksgiving
Today my message is really simple. Today what I want to do is thank you. I want to thank you for all the work that you do for our patients and families. I want to thank you for giving personally, as you often do, of your time, energy and resources. I also want to wish you and your family and your loved ones a Happy Thanksgiving from the Board of Trustees, from all of our senior leadership team, and from all leaders at Memorial.
60 Seconds With Russ: STEEEP
STEEEP – Timely
Hi there, I’m Diane Patterson and I’m Craig Wilson. And we’re here to talk a little bit about STEEEP. The Patient Advisory Committee has taken a look at STEEEP and created their own definitions for Safe, Timely, Efficient, Effective, Equitable and Patient-Centered. And over the coming weeks we are going to be hearing from each one of them about what their actual definitions are and what it really means to them in this community and in our hospital here at Memorial.
Their words are so powerful, Craig, when they tell us what these words mean to them. Certainly, it’s all of us as well because we’ve all been patients or had family members who were patients. It’s a great reminder to hear their words. Also remember that every single day, when you’re providing care or support to patients and families you’re hearing those words. Listen for those words from the people that you provide care for. And how does that relate to STEEEP? And how can we improve what we’re doing? And that’s what we’re all about.
Madelyn Carlson, member of the Patient and Family Advisory Council
I want to be able to provide some information regarding what it means to be TIMELY. And, as a patient, it’s really important to honor my time, to acknowledge me to make sure my anxiety is relieved by knowing that you know that I’m there and that you’re concerned about me. So, please honor my time. Also being timely, to ensure that the care that needs to be provided is provided in a timely manner.
My own personal experience with that was with my husband. In August, he was having problems and he was passing blood clots. And it took until September to identify that he had kidney cancer. And that was after several visits to the ER, several office visits, and several tests. Once we were told they needed to do a more extensive MRI for the diagnosis, we heard immediately after that he had a tumor in his kidney and they were making arrangements to have a physician see him at the University of Washington. That was at about 4pm and at 7pm the physician called us and identified that we would be able to be seen the following week at the University. When we were there the doctor explained some options. He said he had a very busy calendar but he would see what he could do. He left the room and after about 30 minutes, he came back and he said “Can you be back tomorrow? We can do the surgery if you’re ready.” Being able to have that all taken care of, to know that we were really a priority and that we would be taken care of right away. That was very helpful to us.
60 Seconds With Russ: Legacy Hall
Russ: The month of November we are celebrating the 25th Anniversary of The Memorial Foundation. As part of that celebration we are also in the midst of recognizing our community and the time and the resources that have come through The Memorial Foundation to support Memorial and its programs. Today, Anne and I are here to talk a bit more about the work that’s going on in what we now call Legacy Hall.
Anne, what’s going on here?
Anne: I’m very excited about it Russ. We’re targeting next week for the unveiling and I have to be honest, it may not be all the way done, but the idea is that from this meadow on down to Day Surgery will be all manner of recognition, and as you said, the contributions from our community over 25 years. And more importantly I think it will bring to bear the whole beginning of Memorial. If you go out in front by the parking strip at the main entrance there’s a monument and that monument says, among other things, it has the founders’ names on it and it says they “saw a need and they rose to the challenge” and that is what this hall is about. I hope that it will be a grand community celebration. We’ve targeted Saturday, November 21st for an Open House, 10am – 3pm, and we hope lots of people will come and look for names. All the volunteers that have volunteered at Memorial over many, many years will be on those LED (strips). It’s a celebration of philanthropy and a celebration of Memorial.
Russ: And the celebration will actually begin on Monday. We will have an opportunity to really see some of the work that’s going on and the work that we’re planning to do in the future.
Please join us for the employee celebration on Monday, November 16th from 2-4pm near the Café.
60 Seconds With Russ: Courtesy Parking For Patients & Guests
New Service: Courtesy Parking at Memorial
Russ: Often on 60 Seconds I talk about Memorial’s Strategic Plan going forward and we base our Strategic Plan on a model we call the Triple Aim. Within the Triple Aim is something called the experience of care, something that’s very important for patients and something that we measure. And every organization like Memorial, we have an opportunity to get better and better. Next I’m going to ask Jim Aberle who has been working with a team of Laura Kinney, Craig Wilson and others to implement a new program at the front end of the hospital to really make a statement about the experience of care and to provide our patients with an experience that I think will also improve their care.
Jim: I believe that first impressions make lasting impressions and can strongly influence a person’s perception of another person, the quality of a product or the experience of a service. When patients or visitors visit the hospital they often face a full parking lot and have to circle the lot for several minutes to find an open spot. This often leads to frustration before they even enter our doors. This does not leave a good first impression and negatively influences their experience throughout their stay at Memorial.
In response to this we will be offering a Courtesy Parking service, basically FREE valet parking, for our patients and our visitors starting November 11th. In addition we will be providing ambassador services – greeters at the main entrance and the emergency department entrance that will greet patients and visitors and give them directions and help them with other needs they may have.
We will be partnering with ABM Health Care Support Services, a company that specializes in health care hospitality services to provide the staff and expertise to run these new services.
This is a great way to welcome our patients and visitors to Memorial and start to shape the patient experience. Again, it’s about first impressions. This is going to help make a great first impression up front but it will take all of us to continue that experience throughout the patient or visitor’s stay at Memorial.
60 Seconds With Russ: United Way Campaign Kick Off
60 Seconds With Russ: You’re Invited To The Harvest Hay Day
60 Seconds With Russ: Open Enrollment
Russ: Often we talk about Memorial’s strategies and the Triple Aim and I will tell you right now, it does not happen unless we have you helping us. The strength of Memorial is YOU. Once again, we will be offering a health plan that is competitive and our emphasis is to keep you healthy. Our job is to keep you well and to take care of you and your family. In this segment today I’m going to have Jolene and Nick talk about open enrollment. This is an opportunity for your to learn about our health plan for the coming year.
Jolene: My name is Jolene Seda and I’m here with Nick our Benefits Coordinator. You may have seen him around the Family of Services. We’re here to talk to you about Open Enrollment which is October 19-30th of this year. We’re going to talk a little bit about some of the changes in addition to Healthy You, which re-opened on October 12th, we have a couple of additions and I’ll have Nick talk about those.
Nick, why don’t you tell us about our new telemedicine benefit.
Nick: MDLive is our new telemedicine partner and they are offering 24/7, 365, virtual urgent care. It’s convenient, you don’t have to leave your house to do it and it’s via a secure video connection. It’s a great alternative to going to the ED late at night or Sundays to receive urgent care. It’s offered at no cost to members of the medical plan.
Jolene: And what about our new EAP, Employee Assistance Program? We heard a lot of requests for additional services and we’ve done some research and brought in a new partner.
Nick: We’ve brought in a new vendor called Bensinger, DuPont & Associates and they will offer mental health and crisis counseling. And it’s completely confidential for employees. They’ll also offer financial and legal counseling. They’re available 365 days a year, 24/7.
I’ll be out in the hospital and at the offsite clinics in the next 2 weeks, during October 19th-30th to answer your questions about open enrollment and to hand out forms and pick up enrollment forms.
Please watch for a packet being mailed home to all full time and part time employees regarding your benefits for 2016.
If you have any questions, please feel free to give HR a call. We look forward to seeing you during open enrollment.
Questions? Call HR at 575-8085.
60 Seconds With Russ: Meet You New Healthy You Provider
Russ: Today on 60 Seconds we are going to talk about something that is very important to us and that is YOU, the people that run Memorial. The people who really serve our community on a day-to-day basis. One of the things that we do to provide the best environment for you is a clinic that we started a few years back, something called Healthy You. Healthy You is a health care clinic for you, as needed when you have various issues where you’d like to see a physician/provider and you want it to be convenient. Healthy You was closed for a period of time because we had some providers who went other places and now we need to replace those individuals. I’m happy to say that we have been able to do that and starting next Monday, on October 12th, we will reopen Healthy You. To talk more about that I’m asking Dr. Davenport, who was the medical director of Healthy You, and Deborah Brown who will be our new provider at Healthy You, to give you a few more details.
Dr. Davenport: Hi, I’m Tanny Davenport from Healthy You and I’m pleased to announce that we will be reopening on October 12th. I’d like to introduce you to Deborah Brown. Deborah was working at Cornerstone for 19 years and we’re thrilled to have her as part of our team. Healthy You is going to be open from Monday – Thursday, 9-4:30pm and Fridays, 9am – Noon.
Deborah, do you want to tell us a few things about yourself?
Deborah: I’ve been at Cornerstone Medicine for 19 years and have been in primary care, but this is a new chapter in my life and I’m looking forward to joining you. Health, i don’t think is a place where you get. I don’t think we should strive for perfection, I think we should strive for progress. And I’ve done that with my patients. It’s not where you’re at now, it’s where you’ve been and where you’re going. I would like to try to be a part of that with you and with your families. I look forward to seeing you at Healthy You in the future.
60 Seconds With Russ: Care Coordination at Memorial
Russ: Today I want to talk about Care Coordination. Care Coordination is about assuring the best patient experience in the most efficient way possible. These are individuals that are located throughout the hospital and they are there to make sure that the patient is well taken care of from a clinical documentation perspective as well as working with families to assure the best experience at Memorial and the most safe discharge. The individual who will be talking about that, her name is Karen Miles who is our Senior Director for Care Coordination. In addition to talking about the concepts of Care Coordination, Karen is also going to talk about something that’s going to happen October 1st which is the roll out of ICD-10. This is new way of organizations classifying and coding the experience in health care setting. With no further adieu, I’d like to introduce Karen Miles.
Karen: Hi, I’m Karen Miles and I’m the Senior Director of Care Coordination and today I’m going to give a brief introduction to Care Coordination and what’s going on in the department.
The department has RNs as well as social workers that are stationed around in the hospital both on the inpatient units and in the ED. And we have some nurses who make telephone calls to patients once they’ve discharged from the hospital. This all supports the care givers, the physicians, and the providers in terms of being able to help with some of those complex things that when you’re in your day-to-day, trying to take care of the patient at the bedside, you’re not necessarily having the time to figure out what the resources are out in the community that the patient is going to need to support them for successful discharge and transitions into the community.
In terms of managing transitions in Care Coordination our main goals are to #1) reduce readmissions – that’s a key indicator of quality across the healthcare system. When patients are ready to discharge we want to make sure that they’re set up in the community and they do not have to return to the hospital. There’s a lot of resources available within the community – the key is making sure that we use those really judiciously and we identify and assess what the needs are of the patient.
#2) It’s important that the patients have a complete and accurate medical record. In addition to social workers and nurses working on discharge planning and transitions we all have nurses who are specialized in looking at medical records and optimizing the documentation included in those records to make sure it is complete and accurate. October 1st we’re moving to ICD-10, which is a huge transition and the Clinical Documentation Improvement (CDI) specialists will be on the units, available to the physicians to answer any questions and support them in any way as we make this transition. The CDI specialists will be wearing a bright yellow lanyard starting October 1 that will say CDS on it and you will be able to identify them and please feel free to walk up and ask them any questions you may have regarding ICD-10 transition.
If you have any questions about Care Coordination or our transition to ICD-10 please feel free to email me at email@example.com or call me at 509-249-5131.
60 Seconds With Russ: Listening To Our Patients
Laura Kinney: Hi, I’m Laura Kinney, VP of Strategy and Excellence and I’m doing a quick intro for you today to talk about STEEEP (Safe, Timely, Effective, Efficient, Equitable and Patient-Centered). It is an evidence-based practice. Baylor has written a book on it about how to operationalize it. It’s part of the Institute of Medicine’s Triple Aim and it’s part of our new strategic focus area called the experience of care. Those are great words, but what do they mean? We asked our Patient and Family Advisory Council to tell us what it meant to them, to get the voice of the customer. What it means to feel safe in our care, what it feels like when we’re timely, effective, efficient, equitable and patient-centered. How do we keep in the back of our minds that they don’t want to be in the hospital, they don’t want to have to be seeking care? They have other things they probably would rather be doing. But while they’re in our care, how can we make sure we meet their requirements. This is just a way to formalize something we’ve been doing for a very long time. We hope you enjoy the videos. Our Patient Family Advisors were really thrilled to make them.
Dana Kovats: I’m a community advisor member of Memorial’s Patient and Family Advisory Council. Recently, we were challenged to help redefine the definitions for STEEEP. I was chosen to talk about what safety means to us as we defined as a group. Safety for us is really how it feels to be in the hospital or in the care of Memorial physicians. Confidence in the credentials of our physicians. A lot of communication and those intangible things that make us feel more confident and comfortable when we’re in an uncomfortable situation.
There’s also a few things that are a little bit more tangible when it comes to safety. The feeling of coming to a hospital presumably when one is already ill. Knowing that you’re not going to become any more sick while in the care of the physicians. Infection control, bacteriology and cleanliness is a big piece of the puzzle. Also, safety from personal injuries. If you’re a little dizzy and that you’re not walking, if the floor is wet that you’re not going to slip. Things like that are really easily identifiable. Security within the hospital is an issue as well. Making sure that you have a really safe, comfortable environment.
I’d like to talk about a personal story while my daughter was in the ER. This goes back to that feeling of confidence and comfort in the care of the doctors that are on staff. She was treated for RSV. She was very difficult to get aligned for fluids, very difficult to get blood drawn. I explained to the nurses on staff that she’s just a tough one. I have difficult veins, my mother and grandmother they both do and it was probably going to be challenging. My four and half year old daughter has Downs Syndrome and she’s under the assumption of having hypertonia which means low muscle tone. People assume that she’s going to be easy and malleable. And she is not. She is tough, she’s fierce and was at the point of being strapped down in order to get a blood draw. The attending physician came in the room and saw what was happening and put a stop to it. And said “Listen, let’s get somebody from NICU, get a phlebotomist that is really experienced with a difficult patient. Nobody is going to try and stick this child again.” Those words kind of hung in the room and my mother-in-law was with me, who is a nurse, and it was magical. It was protecting her from discomfort and injury and pain and that just really meant a lot to us. And that’s when Safety really had an impact on us.
60 Seconds With Russ: Operation Harvest
Russ: On Saturday, October 3rd, Rotary will once again be putting something together called Operation Harvest. Operation Harvest is a way of collecting food for the need that then ultimately goes to local food banks for distribution to families in need. We are going to again participate in Operation Harvest this year and we’re doing that as a corporate sponsor but also as an organization, allowing all of us to participate. On Saturday, October 3rd, there will be collections from your door step at home so if you’d like to participate that way, that would be great too. Remember, it’s important for Memorial to continue to participate in our community health and we do that in a number of different ways and we’re again doing it this year with Operation Harvest. We have a team that we’re putting together to really help spur on this event for us so we can be a leader in this community and you’ll hear more from them in just a few minutes.
Nanette: Hi, my name is Nanette and you’ve probably seen me and Nicole running around the hospital. This year we are kicking off Operation Harvest that will start here at Memorial on Monday, September 21st and run through October 2nd. Operation Harvest is in its 33rd year here in the Valley and last year Memorial donated over 2,700 pounds of food for the local food banks. I want to point out that there’s over 2,500 employees at Memorial. If we all donated 10 pounds of food, which I have a sample here – this is 9 cans of food and that weighs 10.7 pounds and then we have 5 bags of beans, rice and noodles and that weighs 6.9 pounds. If we all were to bring in an average of 10 pounds that would be 25,000 pounds of food for the local food banks. Last year Perry Tech donated 10000 pounds and they were the top business in Yakima donating for the community. I’d like to set a bold goal this year for Memorial and say that we can donate 15,000 pounds and maybe even hit that 25,000 pound mark if all us brought the food. On Monday, September 21st, Nicole and I will come around to each department inside of Memorial and bring you a box to place in your break rooms to keep you focused and even bringing one can a day every day you work for those 2 weeks will equal your 9 cans. We are going to keep a progress board down by the Cafe, by the larger donation box. And next Friday, we’ll come around and talk to managers. And with this project, we really need the help of everybody at Memorial. We came up with a vision – our vision for Memorial as it pertains to Operation Harvest – this year we’d like to create a healthy community one can at a time. So please bring in your cans of non-perishable foods, non-expired foods for the next 2 weeks, I think we’ll surpass the goal of 15,000 pounds for our community and just show our community how much we care about them.