The people you see on this wall are heroes

Transcription

1 Lourdes Gatchalian Frank Martinic The people you see on this wall are heroes Health Information Services Edward Fischer, MD Melissa Macasieb-Paat It was in 1949 when Kaiser Permanente first opened medical offices in a modest building on Linden Avenue in South San Francisco to serve Bethlehem Pacific Coast Steel Company employees. In 1953 Kaiser Permanente moved to an existing hospital building on Grand Avenue and started serving other companies employees. Continued membership growth made it necessary to acquire land that could become home for a medical center and hospital that could accommodate the needs for South San Francisco and Northern San Mateo County. Elizabeth Mahoney William Huang, MD Today we have four medical campuses in three communities: South San Francisco, San Bruno and Daly City. We employ over 1400 staff and serve over 103,000 members. This is the result of Everyday Heroes real people, doing great things everyday for the last 56 years. The same spirit continues. Some Everyday Heroes save lives, others provide kindness and generosity when it is needed most. These are the acts of Everyday Heroes. Multifit Cardiac Rehabilitation Team We have the best people and the best model in health care and that combination is why Kaiser Permanente has been recognized by numerous external organizations as the Best in California. When we focus on the best we have to offer each other, our members and the community, we deepen the base of pride that is the richest soil for our continued growth. This gallery showcases our exceptional people and teams and their commitment to quality and service that they provide Everyday. Rebecca Bradley Angelica Sanchez

2 Though survival rates are steadily rising, a diagnosis of cancer is still among the most traumatic experiences a patient can have. That s why so many Kaiser Permanente members are grateful for Dr. William Huang, Senior Physician in the South San Francisco Hematology/Oncology Department. Sometimes patients need someone to hold their hand, offer a sympathetic ear, or sometimes just sit quietly with them for a moment, said Dr. Huang earnestly. This is not a volume business. Co-workers describe Dr. Huang as generous with his time and treatment and his heart. Registered Nurse Marita Tumaneng said, He goes out of his way to help patients, whether they re his or another oncologist s. He extends the same compassion and respect to the nurses and medical assistants. Here in oncology he s certainly considered a hero. Some may imagine that Dr. Huang would become deeply discouraged working with cancer patients, as so many cases result in terminal outcomes. They d be surprised at his generally optimistic outlook. William Huang, MD Sometimes patients need someone to hold their hand This is not a volume business. For the patient and his or her family, explained Dr. Huang, even when the prognosis is unfavorable, it s important that they feel like every avenue of treatment has been exhausted and they ve been regarded with dignity and respect. In many ways, these are the most important aspects of a life lived well, he said. A life of dignity and respect.

3 Health Information Services To some, the term holistic may conjure images of incense, herbs, and auras. But to Health Information Services, it is an effective method for achieving greater quality, safety, and team spirit. Our first concern, of course, is providing quality services, explained Department Director Laurel Ullrich. Health Information Services is comprised of the Inpatient and Outpatient Medical Records Groups, Medical Transcription Services Departments, and Medical Correspondence Unit, so we have a lot on our plates. But we also offer outstanding teamwork projects that have resulted in some respectable achievements. Laurel noted a few: Re-organizing the Outpatient Records Group into smaller work units that evenly distribute the workload for faster response and greater accuracy The Adopt-a-Doc program lowered inpatient record delinquency rates by helping providers complete documentation Health Information Services has been recognized by senior Kaiser Permanente leadership for promoting team cohesion, winning the Certificate of Excellence Award, the Extra Mile Team Award, the Supreme Funology Award, and others. We spent a lot of time learning how to work well together, Laurel said. And a health care team that feels respected and valuable helps keep our members healthy. Daily exercise breaks that help prevent repetitive motion injuries and relieve stress, resulting in one of the lowest injury rates at Kaiser Permanente

4 Edward Fischer, MD Dr. Edward Fischer leads a team that cares for critically ill patients in the Intensive Care Unit. A cardiologist and Medical Director, he s regularly consulted in the most difficult situations, offering keen insights and unique perspectives. What observers note most about the lean, Dr Pepper -sipping physician s approach, however, is the passion he brings to the unit every day. You know people who take on a job, not because it s their responsibility, but because it needs to be done? said Anne-Maree Senan, Nurse Manager, Patient Care Services. That s Dr. Fischer. He s always available to ask a question or serve as a resource for another physician or nurse. One night we were absolutely full but had patients ready to be admitted. He found a bed for everyone. You know people who take on a job just because it needs to be done? That s Dr. Fischer. Michelle Caughey, Physician-in-Chief, agreed. That s not my patient is simply not in his vocabulary. The power of Dr. Fischer s passion has not gone unnoticed by others, even beyond Kaiser Permanente. Dr. Caughey remembered a recent experience when Dr. Fischer spoke to the San Mateo County Chapter of the American Heart Association. His remarks were around Kaiser Permanente guidelines and our success at adhering to them. As we were leaving, one woman said to another, Don t you think we should join Kaiser Permanente?

5 Rebecca Bradley Though Licensed Vocational Nurse Rebecca Becky Bradley joined the Kaiser Permanente family nearly 20 years ago, her enthusiasm and idealism haven t dimmed with the passing years. Today, she s more committed than ever to creating a better, safer workplace through her work in Employee Health Services. Serving as a Local 250 Shop Steward and a Workplace Safety co-lead, Becky has spearheaded many remarkable successes. She organized and implemented annual health screening procedures required by the Joint Commission on Accreditation of Healthcare Organizations, the major accrediting agency for hospitals, and the Department of Health Services. Becky also participates in training programs for the Labor Management Partnership. With Becky on the job, the only option is success. In mid-2003, a potential SARS outbreak demanded the immediate testing of over 600 employees. Becky accepted a leadership role and, in typical fashion, served far beyond expectations. According to Assistant Medical Group Administrator Carol Kassouf, Becky was flexible, traveled to multiple locations daily, organized volunteers, requested supplies, and provided regular progress reports. By the end of the week, all 600 employees had been fit-tested. With Becky on the job, the only option is success, said Carol.

6 Multifit Cardiac Rehabilitation Team Though heart disease kills an estimated 700,000 Americans annually, lifestyle modification through exercise, diet, stress management, and education is one of the most effective means of lowering the risk. Kaiser Permanente s innovative MULTIFIT Cardiac Rehabilitation Program is one such initiative for change. The South San Francisco MULTIFIT team is led by Dr. Thomas Pong and Care Managers Malou Aclan, RN and Maryann McGuirk, RN. Dr. Jerry Pattillo, Department of Psychiatry, also contributes to this successful program. Devoted to the care of members with heart disease, the MULTIFIT team has won their patients affection for their compassionate care. Administration s Kathy Love can attest to MULTIFIT s popularity. I was surprised at the number of letters I received about the MULTIFIT Program, and Jerry, Thomas, Malou, and Maryann in particular, she said, offering a few samples: I personally commend you for having two skilled practitioners as Dr. Pattillo and Nurse McGuirk... After my operation, it was my good fortune to meet with Nurse Maryann McGuirk and Dr. Pattillo and their gentle touch of care and concern. According to Manager Judy Ward, the MULTIFIT Team s success is partly due to their ability to bridge care from inpatient to outpatient. They re a great model as seen by their favorable outcomes and they provide a great asset to patient care, she said.

7 Angelica Sanchez To Angelica Angel Sanchez, Patient Care Assistant at Kaiser Permanente South San Francisco, there is no higher calling than assuring quality care for her patients and the safety and well being of her co-workers. Angel makes sure that all necessary forms are available and up to date and that units have plenty of supplies, said Assistant Administrator, Patient Care Services Shareen Salem. Angel s supervisors are equally impressed with her thoroughness and attention to detail. Where she really shines, however, is in her commitment to patient and co-worker safety. Where she really shines, however, is in her commitment to patient and co-worker safety. Angel and other members of the Systems Of Safety committee were concerned about the nurse s lounge. Mary Hayner, RN, Clinical Nurse Educator remembered, The lounge was worn and not very clean. Bags and backpacks were piled on the floor because there was no storage. With Angel s help, the committee secured funding, then labored for countless hours to transform the lounge into an oasis of comfort and efficiency. They painted, moved in new furniture, and upgraded the kitchen area, said Mary. And added storage cubbies so, for the first time, the floor is clear of obstacles. Thanks to Angel Sanchez, consideration and safety extend beyond patient care to the caregivers themselves.

8 Frank Martinic As the Senior Clerk in the Outpatient Chartroom, Frank Martinic locates and delivers patient charts. But his sense of responsibility, honed over the past twenty years with Kaiser Permanente, is not bound by a mere job description. Late one night, Frank was asked to retrieve a prenatal record from the Daly City facility and fax it to San Francisco, where the mother-to-be was in labor. With help from Security, Frank accessed the record and faxed it to San Francisco. As he returned to the Chart Room, Frank was met with another prenatal record request for San Francisco. Frank returned to Daly City, retracing his steps. In moments, the phone rang again with yet a third record request. Frank chuckled, It must be a full moon. Fluent in Spanish, Frank also responds to Emergency Room requests for translation. Grateful patients have said that the largerthan-life Martinic illuminates a room with his glowing smile. When he first took the lead job 7 years ago, work was backlogged 30 days or more, said Director Laurel Ullrich, and he made it his mission to get loose documents filed on the charts within 24 hours. He keeps that commitment, every day. he made it his mission to get loose documents filed on the charts within 24 hours. He keeps that commitment, every day. In our book, that makes Frank a genuine, everyday hero.

9 Melissa Macasieb-Paat As Charge Nurse, Staff Nurse III in the Intensive Care Unit (ICU), Melissa Macasieb-Paat is no stranger to making tough choices, attending to the smallest detail, and beating zero-margin deadlines. The ICU staff is confident in Melissa s capabilities, relying on her skill and experience to guide co-workers and assist families as they attend to critically ill patients, often under dire circumstances. Melissa began her career in 1997 as a Patient Care Assistant; 5 months later she became an ICU staff nurse. Melissa serves on a number of important committees, including: Chief Nurse Representative for South San Francisco, (where she acts as a liaison between nurses) the California Nurses Association, Kaiser Permanente management, the Professional Performance Committee, and co-chair of the Facility Selection Committee. In addition she was co-lead in the development and implementation of the Melissa is so involved, it s like having an extra staff member. CareVue Clinical Information System (a computerized ICU charting system) and coordinator of the annual Critical Care Symposium sponsored by the South San Francisco ICU team. Melissa is involved in so many aspects of patient care it s like having an extra staff member. I know our patients are grateful for her hard work and commitment, said Anne-Maree Senan, Nurse Manager, Patient Care Services. And we re all grateful to have Melissa on the ICU team.

10 Lourdes Gatchalian Lourdes became a nurse for all the right reasons. Named for the grotto in southern France where the water is said to have miraculous healing powers, Lourdes Gatchalian carries on the tradition of healing and kindness in the pediatrics unit of Kaiser Permanente s South San Francisco Urgent Care facility. Those who work with the petite Charge Nurse are generous in their praise of her professional skills. According to pediatrician Dr. Lew Nerenberg, She s wonderful, of course, but Lourdes technical skills are also top-notch, especially her attention to detail. I feel grateful that I get to work with her. that our pediatric members are receiving the best care in our evening and weekend clinic when Lourdes is working. She takes a great deal of pride in her work, paying close attention to make sure that everything is done correctly. She sets high expectations for herself, and it shows in the care she provides and how she carries herself professionally. No matter what happens, Lew said, when Lourdes is on the floor I know everything will be just fine. Her Supervisor, JoEllen Elliott, agreed. Lourdes became a nurse for all the right reasons. I know

11 Elizabeth Mahoney She insisted that her patient was going through a rough patch and couldn t wait. Though more than 200,000 American women will be diagnosed with breast cancer this year, many will be fortunate enough to find comfort, compassion, and reassurance in the person of Elizabeth Mahoney, Surgery Department Breast Care Coordinator in South San Francisco. Ann Long, Director of Surgical Services, related a recent example of Elizabeth s devotion. We were about to sit down to a luncheon in Elizabeth s honor. Suddenly she looked at her watch and said, I have to go. She said a patient of hers had missed an earlier appointment and the only time she could be seen was now. She insisted that her patient was going through a rough patch and couldn t wait. That was it. She was gone. A year after she joined Kaiser Permanente, Elizabeth s patients were polled about the quality of care she provided; their responses were unanimously and overwhelmingly positive: I ll never forget the comfort of that call and her reassurance of being there for me it was comforting to know that I could call Elizabeth with the less-technical questions. I don t think it s humanly possible to give more than Elizabeth gave. She was very in tune to the patients needs. Elizabeth quietly offers genuine caring and loving compassion, said Ann. She says it s her job. I call it a gift.