UMC Southwest Cancer Center

UMC Southwest Cancer Center

UMC and SWCC Background University Medical Center in Lubbock, Texas Affiliated with Texas Tech University First Level 1 Trauma Center in the state of Texas and the only Level 1 Trauma Center in our region The UMC Burn Center has the 5 th largest service area in the nation Hematology and Oncology services since 1986. SWCC established in 1992. Adult and Pediatric Oncology programs UMC Breast Care Center Chemotherapy, Radiation therapy, Clinical Trials The region s first BMT program and the first FACT accredited program for autologous transplants ACoS and NAPBC accreditations SWCC General Information 750 Analytic cases in 2012. Two linear accelerators, PET, CT and an HDR suite 29 chemo chairs Multi-disciplinary Clinics Lung, BMT, GI Clinic, Head and Neck Pediatric Oncology Program Breast Care Center Patient Advisory Committee 1

Patient Advisory Committee Formed in March 2007 Volunteer survivors and caregivers Meet monthly at the SWCC to discuss all items pertinent to the delivery of care to ensure patient satisfaction. MISSION Patient Advisory Committee The Patient Advisory Committee is dedicated to strengthening collaboration between patients and family members and the health care team so as to enhance the SWCC s ability to deliver the highest standard of comprehensive and compassionate health care. Listed below are some critical elements that the Committee will address: Provide information to administration and clinical staff about patient needs and concerns. Work with staff to make changes that impact patients and family members. Participate in the design of patient care areas. Assist in the planning of new patient related programs. Serve as a resource to the health care team on a wide variety of patient related issues, including staff employment, program planning, services and policies. PAC Initiatives Celebrate Today Fund Benefit Concert Cycle For Hope Lynn Haney Christmas ornaments- Sharing the Gifts Annual Survivor Celebration Cancer Center Drive Birthday Celebrations Chemo Chairs, Pedi Exam rooms Chemo Bell Patient Education Video Graduation in Radiation Patient Mentoring Program Radiology to Results Patient Emergency Cards Patient Satisfaction Initiatives Press Ganey Patient Satisfaction Scoring, Parking Lot 2

PAC Initiative Examples Radiology Reading Times The following are estimates of when you can expect your test results. Reading times may vary: Chest X-ray Same Day results CT Scan 72 Hours Dimensions (Mammograms, Bone Density Scans) 72 Hours Nuclear Medicine (Bone Scans) 72 Hours Skeletal Survey 72 Hours PET Scan (Lubbock Imaging Center) 72 Hours Breast MRI (Covenant Lakeside) 72 Hours PAC Initiative Examples Patient Mentoring Program As a patient, wouldn t it be nice to have someone who has gone through the same cancer experience that you are now experiencing? Someone who understood what you were feeling and could provide cancer support? Someone who had been there and done that. Learning that you have cancer can be an overwhelming experience one that leaves you frightened and vulnerable. The Patient Mentoring Program offers one-on-one, confidential outreach and support from someone who has successfully made the same journey That of recovery. Mentors are cancer survivors who can offer comfort, reassurance, information, coping techniques, positive strategies and practical advice. PAC Initiative Examples Celebrate Today -Utilization of Funds Revised 9/2/10 As agreed upon by the patient advisory committee, the following guidelines have been set forth for utilization of Celebrate Today Funds; 1. Lymphedema sleeves and compression garments- can be ordered on an as needed basis for patients after they have established consultation with a certified lymphedema specialist. 2. Gas Vouchers-$20- A gas voucher may be given to a patient who is currently receiving treatment, that have traveled 60 miles or more round trip to the SCTRC unless patient is eligible for mileage reimbursement. A patient will not receive more than 2 vouchers in a week. Patients will sign the verification form when receiving the voucher. Vouchers will be provided at the discretion of the PN. 3. Lodging- Any patient receiving treatment of 3 times a week or more is eligible for lodging assistance if they live outside a 60 mile radius. (120 miles round trip). Patients may only receive this benefit for a maximum of 4 days/ week-because of the Hope Lodge, this will be discontinued. 4. Wigs- Any new chemo patient who is experiencing alopecia is eligible to receive a wig voucher. 5. Other- nutritional support/ostomy supplies as needed basis These funds are not a guarantee and will be provided depending on the availability of funds. 3

PAC Initiative Examples From the Patient s Perspective: Have you noticed that the street name of Southwest Cancer Center Drive has changed? The name is now Hope Lane. Why the change? Actually this change was initiated by the Patient Advisory Committee of the Southwest Cancer Treatment and Research Center. This group consists of 4 patients, each with a different cancer diagnosis and each with a different managing oncologist. The committee was formed to evaluate patient care processes and initiate changes to improve patient satisfaction during the entire patient experience. The change to the street name may be simple, but it serves as a reminder that there is HOPE while fighting the battle for your life. 4

Patient Advisory Committee 100 PG Patient Satisfaction Percentile Ranking 95 90 85 80 75 70 2008 2009 2010 2011 1st Quarter 2012 2nd Quarter 2012 5

The SCORE Committee was formed in 2005 to solidify internal teamwork and employee satisfaction The SCORE Committee is comprised of volunteer employees representing the different areas in SWCC The SCORE Chairperson holds monthly meetings to discuss various items concerning operations, morale, patient satisfaction, etc. The SCORE Chairperson meets with the SWCC Administrative Director monthly to discuss SCORE concerns and initiatives The SCORE team acts as the voice of an empowered staff while promoting individual/staff ownership of departmental goals ultimately resulting in very good patient care. Initiatives Employee Satisfaction Strategies Weekly one-on-one meetings Feedback Coaching and Delegation Open Door Policy Quarterly Skip Level Meetings Rounding Departmental Meetings Specific interdepartmental challenges Rewards and Recognition Initiatives Monthly Oncology Warrior Employee of the Month Annual Picnic/Christmas Party/Monthly Birthdays Annual Hot Air Balloon ride Patient Appreciation Day Greeter Awards and Responsibilities Patient Advocacy SWCC Bereavement Program Celebrate Today Fundraising Community Outreach Relay for Life, Race for the Cure, Cycle for Hope 6

Future Initiatives Include: SWCC Bereavement Program Annual Tailgating Celebrate Today fund raising fund raising 120 PG Employee Satisfaction Percentile Ranking 100 80 60 40 20 0 2004 2005 2006 2007 2008 2009 2010 2011 7