Patient Satisfaction Scorecard

Transcription

1 pulse Associates Pledge $190,000 to United Way Look Who s Won, You Could Be Next! We only need 96 more associates to donate $2 each week, or $104 annually, to reach our $200,000 United Way goal! We re drawing prize winners every week and announcing them through surprise work visits and here in the Pulse. Maybe you ll be next! If you need a pledge form, to Joe Payovich in Marketing & Communications at jpayovich@lakelandregional.org or go to the homepage of mylakeland and click on the United Way box. Congratulations! Susan Diederich, RN, Endoscopy Lakeland Regional Medical Center, St. Joseph Large Flat Screen TV Keep reading the Pulse to see if you ve won: ipad Mini A COACH Luxury Handbag A Weekend Get a Way A $250 Giftcard to Either (Meijer, Target, or Walmart) What We Know: An average of 65% of adults in Berrien and Cass counties are overweight or obese. In Berrien and Cass counties, an average of 39% of pregnant women receives less than adequate pre-natal care. Berrien County ranks 60 out of 82 counties in Michigan on overall health outcomes such as obesity, smoking, and infant mortality. United Way supports a variety of community partners. Patient Satisfaction Scorecard November 20, 2013 St. Joseph Niles Watervliet 5 th 75 th 85 th Data from 10/06 to 10/26 The above graphic shows the percentile ranking of patients rating us a 9 or 10 at each facility. Continue to check the Pulse for regular updates. Goal 90th Percentile When you set up a donation, here s who you re helping: Mothers, infants, and young children Nurse Family Partnership Berrien County Health Department Youth and adults Healthy "U" - Benton Harbor/St. Joseph YMCA Family Center Support Services for Cancer Patients Berrien County Cancer Services Children's Assessment Center - Berrien County Council for Children Substance Abuse Enhanced Outpatient Treatment - Woodlands Behavioral Health Network AIDS/HIV Prevention - Community AIDS Resource & Education Services Healthy Relationships - Domestic and Sexual Abuse Services Link Crisis Intervention Center - Child & Family Services of SW MI Lory's Place - Hospice at Home Senior Health Promotion - Area Agency on Aging, Region IV Counseling Services - Samaritan Counseling Center of SW MI Girls on the Run - United Way of Southwest Michigan FamilyWize - United Way of Southwest Michigan

2 P U L S E Director of Marketing and Communications: Megan Yore Vice President of Strategy and Business Innovation: Ray Cruse Lakeland HealthCare publishes the Pulse for our associates, volunteers, and physicians. Story ideas for publication must be submitted at least four weeks in advance of publication dates and are to subject to approval and editing by the Marketing department. For a complete list of distribution dates and to access archived issues, visit the Pulse homepage at mylakeland. Within the health system, please mail correspondence to: Marketing and Communications marketing@lakelandregional.org Outside the health system, please mail correspondence to: Pulse Marketing and Communications Lakeland at Meadowbrook 2550 Meadowbrook Road, Suite 201 Benton Harbor, MI Phone: (269) Fax: (269) Visit us on the web at: Remember to like us on Facebook, watch us on YouTube, and follow us on Twitter. Our Mission To enhance health and serve our community Our Vision To positively transform healthcare and the health choices of those we serve and employ Message from the President Loren B. Hamel, MD President & CEO Paperless and Proud You might not think that going paperless is all that big a deal. But it is. And it s not about saving trees. It s about savings lives. As it turns out, eliminating paper is one of the steps necessary to help healthcare organizations design and deliver better, safer, and lower cost care. When medical information is digital, rather than paperbased, it can be made available (securely of course) to anyone, anytime, anywhere it is needed. That includes the patient and all the caregivers. That can improve accuracy, reduce delays, and prevent unnecessary tests. In addition, digital data can be used in many ways that paper records can t be used. It can help providers arrive at the correct diagnosis, guide effective treatment, warn of potential drug interactions, and remind a caregiver of test or treatments that may be overdue. Lakeland has already used its multi-million dollar investment in an electronic health record to make health care safer. We have used it to help make sure our patients get all the care they need for a wide variety of conditions, such as strokes, heart attacks, and pneumonia. It also helps us prevent complications like blood clots, infection and adverse drug reaction. And, when compared to manual and paper-based processes, we can improve more in a shorter period of time. One way we have used data from our electronic health record is to help clinicians identify patients who may be at risk for sepsis, a very serious disease and potentially deadly infection. By accelerating the recognition and treatment of sepsis Lakeland has been able to dramatically improve the outcomes for those suffering from the disease. When it comes to sepsis, our previous care was good. Our current care is great, and ranks among the best in the nation. Last week Lakeland was recognized for its achievement in implementing and optimizing its electronic health record. The award was from Healthcare Information and Management Systems Society (HIMSS). It recognizes Stage 7 performance related to moving Lakeland from a paper-based healthcare organization to a digital one. HIMSS 7, for short, is the highest category of achievement that either a hospital, or an outpatient medical office, can receive related to its use of an electronic health record. It s an achievement shared by only about 2% of hospitals in the nation and by only a very few outpatient clinics. Lakeland s four hospitals and the Lakeland Medical Practices are the first healthcare organizations in the State of Michigan, as well as in the region, to be certified at the HIMSS 7 level. The accomplishment was achieved in less than three years from the time the electronic health record was first implemented. Lakeland s recent recognition is thanks to a lot of hard work and dedication by the ConnectCare and IT teams led by Vice President Norma Tirado and by physicians, nurses, pharmacists, therapists, care managers and many others. Thanks also to Karen Kinyon, RN, Jim Paulin, Holly Schewe, Ken O Neill, MD, Mike Westfall, DO, Dennis Thompson, DO, Eileen Willits, RN, PhD Lowell Hamel, MD and dozens of others who helped to lead the effort. Lakeland s journey to paperless was indeed better, faster, and lower cost than most. It s a well-deserved point of pride for us all. 2 PULSE - a newsletter for associates, volunteers and physicians of Lakeland HealthCare

3 Is Your Loved One in Need of Assistance? What happens when you or a loved one suffers from an illness or disability and need assistance with daily tasks? Many times people assume that a nursing home is the only safe and viable solution, but Area Agency on Aging, Inc. offers many home-based long-term care options in our community for people who need help. The Michigan Choice Home and Community Based Waiver program (also known as MI Choice) serves adults, aged 18 years and older, who require a nursing home level of care and choose to live on their own. A variety of in-home services are available including: Administering Medication Adult Daycare Chores Counseling Services Daily Activities like Bathing, Getting Dressed, and Doing Laundry Delivered Meals Home Modifications Independence Training Installing Emergency Buttons Respite Care Transportation to Social Events Through the MI Choice program, clients can continue living independently at home and within the community. Nurses and social workers visit clients in their homes to evaluate their needs and develop a customized plan of care, according to their preferences. Patients who live with another person, in assisted living, or an adult foster care home can also enroll. For more information about the MI Choice program and other services provided by Area Agency on Aging, Inc., call (800) or go to ICD-10: Better Codes, Better Patient Safety Preparation continues for Lakeland s ICD-10 coding conversion. Our organization is still on track to begin dual coding April 1, 2014, so that we are thoroughly ready to transition away from the current ICD-9 system. The Federal government is requiring that all healthcare organizations convert to ICD-10 by October 1, We use these codes to record illness diagnoses, symptoms, treatment, and medications, says Mary Lou Strock, Director of Health Information Management. The level of specificity built into ICD-10 codes will assist Lakeland with moving toward our total patient safety transformation. Because the ICD-9 coding system was developed 30 years ago, they do not always provide a true reflection of a patient s condition. The lack of detail provided by ICD-9 can force a medical provider to select the diagnosis code that is "closest to what is being treated. This can result in treatment delays and even medical errors. We know that errors involving prescribed medications account for a significant percentage of patient safety events in healthcare facilities. The new ICD-10 codes will more accurately report adverse drug events to state and national databases. This allows Lakeland to compare to other organizations for identifying opportunities for improving patient safety. ICD-10 will give clinicians more choices for documenting what s wrong. Ideally, it will help our medical staff make better treatment decisions by helping to match a diagnosis to a more appropriate code, says Mary Lou. The thousands of extra codes will potentially give us data to make our communities a safer place. Looking at specific injury trends may affect speed limits, seat belt usage, crash barriers, building codes, and construction techniques. ICD-10 could even result in the modification of existing laws, policies, public spaces, and safety equipment. 3 PULSE - a newsletter for associates, volunteers and physicians of Lakeland HealthCare

4 Seasonal Tree-Lighting Ceremonies, a Tradition at Lakeland As the holiday season approaches, you are invited to help the Lakeland HealthCare Auxiliary honor lives, save lives, and light the 22nd annual Tree of Life and Tree of Love. Last year, the tree lighting campaign collectively raised more than $8,500 for programs within the Lakeland system. Honor a friend, remember a loved one, or find the perfect gift for that hard-to-buy-for person by illuminating a light on one of the trees with your donation of $5 or more. Your donation will bring joy to many throughout the holiday season. In recognition of your gift, the auxiliary will send a letter to the person or family in whose name your gift was given as well as an invitation to the tree lighting ceremony. In addition, you and your honoree will be recognized on the Scroll of Honor which will be prominently displayed in both the Niles and St. Joseph hospital lobbies throughout the holiday season. 22nd annual Tree of Life and Tree of Love. The tree lighting ceremonies will be held the first week of December at the following locations: Lakeland Regional Medical Center, St. Joseph 1234 Napier Avenue Tree of Life Tuesday, December 3, 5:30 p.m. Proceeds help provide support, educational programs and complementary therapies for the cancer patients at the Marie Yeager Cancer Center. Lakeland Community Hospital, Niles 31 N. St. Joseph Avenue Tree of Love Wednesday, December 4, 5:30 p.m. Proceeds will help purchase a Cardiac Telemetry Monitor/Screen for the Emergency Department, Chest Pain Unit. To make your tax-deductible contribution, please complete the Tree of Life form inserted in this issue of the Pulse or print a copy from mylakeland. You Really Can Expect the Best at Lakeland Reprinted from 10/22/13 Herald Palladium Editor, I would like to express a heartfelt thanks to the medical professionals at Lakeland Hospital in St. Joseph. I was seen at the emergency room back in July and was seen immediately upon registering at the front desk. The care provided to me was quick, thorough and very professional. I underwent surgery in August and would especially like to express the utmost thanks to Dr. Christian Sikorski and the supporting staff at Lakeland in St. Joseph. Dr. Sikorski s surgical expertise and professionalism during my two-day stay at the hospital was definitely second to none, and it is because of him that I am now pain-free after suffering from a condition that was almost debilitating and had lasted for nearly a year. I have nothing but the utmost praise, admiration and respect for his expertise as a surgeon, as well as being one of the most compassionate and caring doctors that I have ever met. The medical staff which consisted of nurses, anesthesiologists, CNAs, food staff, etc. provided the best care anyone could hope for and definitely confirmed what the posters seen throughout the hospital stat: Expect the Best, because at Lakeland, you can expect the absolute best in health care. Again, many, many thanks to Dr. Sikorski he has to be one of the very best! Shirley Ventress, Benton Harbor a newsletter for associates, volunteers and physicians of Lakeland HealthCare 4

5 Fight Back and Beat the Pack Start Your Smoke-Free Life This Week It s no coincidence that on Thursday, November 21, at 6:00 p.m., Lakeland HealthCare will host a community talk about the health risks of smoking. Tomorrow marks the American Cancer Society s 38th Annual Great American Smokeout. Join with other smokers from across the nation and make a commitment to quit. Participants will hear more about the benefits of quitting, the reasons why it is so difficult to quit, and available support resources, including medications. Smoking is the number one cause of preventable death in the United States. If you re a smoker, your medical provider may have already explained the risks of smoking and the benefits to quitting during a previous office visit, said Family Physician Tracy Tacket, DO. You often know the dangers, but you feel fine, and so you put off quitting for good. Here lies the problem. Light refreshments will be served during this free one-hour program held at the Buchanan Area Health Resource Library located within Lakeland Community Hospital, Niles. Learn reliable, proven techniques to kick the habit that is costing you more than just money. As a participant you will walk away with a stay quit plan and a list of helpful resources available to help you get past the urge to smoke. New Human Resources and Payroll System Goes Live this Thursday Tomorrow is a pay day! Remember, when you go to access your paycheck, you ll do so through Lakeland s new API Human Resources and Payroll (API HRP) system. This change is affecting all associates throughout our health system with the exception of Hospice at Home, who will go live on January 1, To log into the new system continue using the same web links provided on mylakeland. From the home page, click on myworkplace > mybenefits / Payroll. The links will bring up the new API HRP login screen. Associates will need to enter their Lakeland user id and password. Don t be surprised, during the first login associates will be required to enter the last four digits of their Social Security Number for account validation. You will only be asked to do this once. To access the new system from home, go to: Please note, associates will use this same website to enroll in this year s annual benefits December 1 through 14 and print their W-2 tax information next year. A complete user s guide has been placed on mylakeland> OurInnovations > API Go-Live. If an associate needs assistance accessing the system on Thursday, November 21, they should call the IT Helpdesk at (269) or send an to help@lakelandregional.org. Registration is encouraged; walk-ins are welcome. For more information, call (269) a newsletter for associates, volunteers and physicians of Lakeland HealthCare 5

6 Hospice at Home Achieves National Accreditation Status Hospice at Home, a Lakeland HealthCare Affiliate, has been awarded a three-year accreditation for hospice services under the Community Health Accreditation Program, Inc. (CHAP) Standards of Excellence. This is the first time Hospice at Home has applied for the voluntary accreditation. This achievement required a great deal of teamwork by our entire team physicians, clinical and administrative staff, as well as volunteers, said Linda Beushausen, RN, President and CEO of Hospice at Home. Our community can be proud that their local non-profit hospice organization is now nationally recognized for excellence in quality care of our patients and their families. CHAP accreditation demonstrates that Hospice at Home meets the industry s highest nationally recognized standards. Rigorous evaluation by this independent, not-for-profit, accrediting body demonstrates that we have the structure and function, quality of services and products, human and financial resources, for long-term viability. For more information about the CHAP accreditation process, visit October Forum Q&A Published Forum questions collected from the Lakeland Live cards have been answered and posted on mylakeland. Questions are transcribed to the best of our ability and may be edited for clarity. Here is a sample of what your colleagues are asking: Can we have a drop box for the pharmacy in Niles? What is the policy regarding texting in the workplace while work needs to be done? How often are numbers looked at or evaluated in terms of deciding mandatory low census employee guidelines? Why does Radiology have to take a day off for working the holiday and then be replaced with PRN staff? There is no benefit for those leaving their families on a holiday. What is the plan for the two inpatient rehab departments? Are they merging or not? To view the answers to these questions and others, click on the Bring Your Heart to Work snapshot displayed on the homepage of mylakeland. Or, ask your supervisor for the printed copy recently sent to all Lakeland mailstops. Baking Spirits Bright! Choose your favorite festive cookies, dessert bars, and other delicious baked goods, fill a box or two, and support a good cause! The Lory s Place Crew, volunteers who support the Center s mission and services, will hold a cookie walk during the Luminary Festival in downtown St. Joseph. November 22 5:00 to 9:00 p.m. Splash Photography Storefront Downtown at the Corner of State and Broad Streets Holiday treats are $5 a dozen Save yourself some baking and feel good about helping others! Proceeds from the sale will support the programs and services of Lory s Place, a grief healing and education center of Hospice at Home, a Lakeland HealthCare Affiliate. 6 PULSE - a newsletter for associates, volunteers and physicians of Lakeland HealthCare

7 Attention All Associates A new MANDATORY CBL has been added to your mycourses/classes list. The CBL module is titled: HAZARD COMMUNICATIONS and must be completed by: December 1, 2013 This module will introduce you to the new Global Harmonization that goes into effect on December 1, 2013! If you have questions regarding the content of this module, please contact the subject matter experts: Rita Brandt, Connie Segers, or Sheralee Taylor This CBL will be on your mycourses/classes list that comes up when you log into mynetlearning. If you have questions regarding mynetlearning or did not receive the assignment, please contact Yvonne Urbain at (269) or yurbain@lakelandregional.org

8 Please fill out a separate form for each person honored, and make your check payable to: "Lakeland HealthCare Auxiliary" and mail to either: Lakeland HeathCare Auxiliary - Tree of Life 1234 Napier Avenue St. Joseph, MI (269) Lakeland HeathCare Auxiliary - Tree of Love 31 N. St. Joseph Avenue Niles, MI (269) Please PRINT Your Name Phone Enclosed is $ for the purchase of a light(s) at $5 each in: Tree of Life HONOR of or in Tree of Love MEMORY of SEND ACKNOWLEDGMENT TO: (Name) Please PRINT Your Name Phone Enclosed is $ for the purchase of a light(s) at $5 each in: HONOR of or in Tree of Life MEMORY of Tree of Love SEND ACKNOWLEDGMENT TO: (Name) Please PRINT Your Name Phone Enclosed is $ for the purchase of a light(s) at $5 each in: HONOR of or in MEMORY of Tree of Life Tree of Love SEND ACKNOWLEDGMENT TO: (Name)