The following reports from patients and family members reaffirm our staff’s commitment
to putting our patients’ needs first. Please take a minute to say THANKS!
I would like to thank the administration and staff of UM Shore Nursing and Rehab Center at Chestertown for the care provided to my husband. I found the administration, nurses, assistants and all supporting staff to be knowledgeable, caring and always attentive to his needs. Your rehab center is definitely an outstanding professional institution – thank you.
The physical therapy crew in the Requard Center at Easton deserves a 10, as do ALL the nurses and techs. Everyone was great.
My home care team was very good. They did what they came for and were sociable & kind. They provide good care and also were very easy to talk to.
During my visit to the Dorchester Emergency Department, there were no delays and everything was so clean. It just meant so much to me that they let my husband and my friend back to see me … Everyone was just so nice and always wanted to know if anything they could do for me.
In the ED at Chestertown, Dr. Eva Tovar Hirashima was excellent. She made sure there was a vascular team ready & waiting at for me at UMMC in Baltimore. Also, the nurse on duty was very helpful in giving my family members excellent driving directions to UMMC.
The November 2016 Team Forums offered in in Cambridge, Chestertown and Easton were very well attended. What follows here is a summary of the information presented.
Introduction: Ken welcomed those in attendance and thanked everyone who took time to fill out the recent Employee Engagement Survey and stated that the intent of the survey is to receive feedback from the staff to learn what the organization is doing well and what opportunities we have to improve.
“Defining the Patient Experience” was the subject for this round of team forums. On hand to give presentations about patient experience initiatives now in progress were Jo Anne Thomson, director, Patient Experience; Jonathan Kelley, director, Environmental Services; and Matthew Tresansky, director, Food Services.
PATIENT EXPERIENCE OVERVIEW
Presented by Jo Ann Thomson, Director, Patient Experience
SRH Vision: To be the Region’s Leader in Patient Centered Health Care
Deliver a consistently memorable (and appropriate) experience for patients and their families
Purpose: Empower meaningful care relationships
Action Plan: Build a strong foundation
FY 2017 Priorities:
- Reorganize and enhance a centralized Patient Experience function
- Develop a comprehensive Patient Experience Program
Service Excellence Training – Communicate with H.E.A.R.T. ®
Rewards & Recognition
- Create transparency
- Create a welcoming and healing physical and emotional environment
How to Contact Patient Experience Team Members:
Patient Experience Advocate: Elizabeth Flair – 410-822-1000, ext. 5828
Service Excellence Coach and Trainer: Christine Clarke, ext. 5866
Director, Patient Experience: Jo Anne Thomson – 410-822-1000, ext. 5724
Chief Experience Officer: Susan Coe – 443-804-5627
Over-Arching Imperatives: Excellent Operations and Care Relationships
ENVIRONMENTAL SERVICES: POSITIVE IMPRESSIONS PROGRAM
Presented by Jonathan Kelley, Director, Environmental Services
New, redesigned courtesy-based approach, including:
- Defining Moments – Staff is trained to speak key words to the patient. This is a consistent message across the organization so the patient hears the same message, which confirms uniform service standards.
- Team Member Engagement – Rewards and recognition – Establishing a direct correlation between tying team member reward and recognition to patient satisfaction goal achievement by unit.
Engaging nursing staff – Building a sense of community on each nursing unit is paramount to our success on that unit.
- Tailored Fit – Instead of taking a cookie-cutter approach to enhancing the patient experience, we tailor our approach by facility and by unit. Each unit has a dedicated patient experience action plan that includes that unit’s top priorities, and takes into consideration the unit’s patient satisfaction performance.
- Expertise – Patient experience reminders that are delivered prior to every shift during our start meetings. These 3-5 minute brief conversations serve as a consistent reminder to all involved that our patient experience efforts are the most important thing we do.
E2: An innovative program that has been piloted over the past year, E squared refers to a flex staffing model that creates a “trifecta,” as follows:
- Patient experience is improved due to utilizing staff efficiently and effectively.
- Staff engagement is increase by allowing EVS team members to be in a role in which they feel comfortable and confident.
- Patient experience is greatly increased by allowing staff members who are customer service oriented to be placed in front of patients.
Presented by Matthew Tresansky,
High Performance Management Team: Highly motivated team that is……
- Goal and Results Orientated
- Program Driven
- Committed to excellence at all University of Maryland Shore Regional Health facilities
Executional Framework: Focus area: Patient First
- Implement patience menu cycle
- Conduct patient QA program
- Implement Service Excellence behaviors (WEST)
- Execute delivery program
- Conduct daily nurse and patient rounds
- W = Welcome, E = Engage, S = Smile, T = Thank you
- Training Tools: Coaching, videos, role playing, staff assessments, key words at key times, ongoing monitoring
Menu Innovation and Choice: Updating menus monthly to create variety and to give new options for patients with longer admissions.
Room Service Delivery:
- Nursing – Provides patient with proper menu according to diet order and explains room service to the patient.
- Call Center – Patient to place their order.
- Host/Hostess – Delivers tray to patient/picks up tray from patient.
- Management – Conducts rounds on inpatient units, provides patients with a business card, answers all calls left on hospitality hotline and provides service recovery.
- Plate Presentation
- Test Tray Evaluation (per diet)
- Tray Accuracy Evaluation
- Temperature Compliance
- Tray Configuration
- Taste Testing
- Delivery of superior patient outcomes
- Foster collaboration between nursing and FNS
- Drive satisfaction by providing nourishing meals that meet the patient’s unique nutritional needs while influencing a healthier lifestyle
- Increase rounding at all facilities
- Evaluate Patient Connect at Dorchester and Chestertown facilities
- Use patient comments during rounds to develop an action plan for improving patient satisfaction
Patient Service Enhancements:
- Tray line realignment – resulting in faster delivery times
- Implemented hand held Spectra Link phones
- Daily huddles held at the “Patient Experience Board” highlighting opportunities for improvement
- Increased rounding by all management team using Patient Connect
- Scripting for patient contact – Management/Call Center/Host
- Introduction of smoothies in Birthing Center
UPDATE – ANNUAL OPERATING PLAN
Presented by Ken Kozel, President and CEO
Updates on initiatives within each of UM Shore Regional Health’s five goals were as follows:
Putting Patients First:
- Communicate with H.E.A.R.T. ®
- Reducing avoidable admission and readmissions
Innovation & Integrated Care:
- Telemedicine and its benefits
Access to Care:
- Assessment of medical staff in the region through provider survey. (What docs do we have? Where are they located? What are our immediate and future needs?)
- Looking into community transportation to our facilities
- Increase executive and management rounding
- Continue team forums and surveys to learn more from our staff on how we can improve at Shore Regional Health
- New team member orientation
Financial Strength & Resources:
- 2% operating margin ($6.5 million profit on a $300+ million budget)
- Looking to reinvest into our facilities and team members
The UMMS shared services communications team has worked over the past several months to amalgamate system affiliate hospital policies relating to several communications practices into policies that can be shared across the entire system. Two UM SRH policies have been updated and two new policies have been added to Policy Manager as follows:
- UM SRH IM-38 – Photography or Video Filming of Patients or Hospital Facilities
- UM SRH IM-03 – Release of Patient Medical Condition to the Public (Press/Media)
- UM SRH IM-38 – News Media Access Interaction Policy
- UM SRH LD-85 – Vendor Endorsement or Use of Hospital Name Logo or Images
UM SRH managers and directors have been briefed on these changes. Please review these policies as well as the following tools developed to help supplement these policies.
If you have further questions regarding these policies, please feel free to reach out to your manager or Trena Williamson, Regional Director, Communications & Marketing at email@example.com
In preparation for the upcoming Communicate With H.E.A.R.T.® training that all 2500-plus Shore Regional Health team members will experience between December 1 and April 30, Compass will include articles that focus on our value definitions, and the ways those values are translated in our day-to-day work as we care for our patients and serve the overall health needs of our five-county region.
This week’s Value is “RESPECT – Being Kind and Courteous with Every Interaction.”
According to team members this means:
- We appreciate all perspectives.
- We listen with a clear mind and open heart.
- We embrace the uniqueness of others.
- We see each individual as a unique person.
- We behave with trust.
- We assume good intent.
- Our actions are kind.
- We demonstrate empathy in our interactions and words.
How might you see RESPECT reflected in your day to day work, and that of your colleagues?
Linda Pittman, regional director, Compliance and Contracting, thought immediately of Victor Collins, telecom technician III, in Information Services & Technology for UM SRH, as follows:
“Victor Collins is one of the most respectful individuals I have ever met. Every time he answers the phone, he will always ask, ‘How may I help you?’ If someone asks him if he has time to help, his response is, ‘For you, I always have time’ … it doesn’t matter who it is calling him or what they need.”
Lori Baker, radiology specialist, at UM Shore Medical Center at Dorchester, shared this observation about the RESPECT demonstrated by imaging assistants Stephanie Rogers-Strakes, Richelle Purnell and Kylie Helmer:
Stephanie, Richelle and Kylie are the embodiment of the word respect when caring for our patients. They routinely spend more time with our patients than any of the technologists do simply because we technologists may have the patient in our care for a 20-minute CT scan, whereas the assistants may be with the patient many times throughout a given week, bringing them down to Radiology for different studies. They interact with the patient’s family each time they go up to get the patient ready to come down for a study and they take the time to explain to the families why they are taking their loved one down to radiology, what type of exam, the length of the study, etc. They also go out of their way to make sure the patient understands where they are going, that they are comfortable and always covered to protect their privacy. These women keep our department running smoothly and always with a smile on their faces.
Don’t forget UM Shore Regional Health’s Values Credo: We live our values in the service of our patients, their families and one another.
The Cardiovascular and Pulmonary Services department at University of Maryland Shore Medical Center at Chestertown recently hosted a Family and Friends CPR class for members of the community. According to Sherrie Hill, Cardiopulmonary Rehabilitation clinical coordinator, 17 community members participated in the course. The Family and Friends CPR course is designed for family members and friends of persons with medical issues, as well as those interested in learning how to save a life.
For additional information about future Family and Friends CPR courses, contact Hill, at 410-778-3300, ext. 2222 or e-mail firstname.lastname@example.org.
Editor’s Note: Your friends in Employee Health Services want you to enjoy a healthy and happy holiday season. Watch for weekly articles in Compass on how to take care of yourself and make the most of this wonderful time!
Kick the Holiday Blues!
For all the wonders of the season, there are a lot of demands put on us. There’s cleaning and cooking, shopping and decorating, the company that comes and the visits that must be made. It can stress finances and bring up memories of family and friends who are no longer with us.
If you find yourself getting overly stressed or depressed during the holidays, or any time, remember there is a benefit available to help you get back on track. UM Shore Regional Health offers an employee assistance program provided by Carebridge.
Many people think Employee Assistance Programs (EAP) are only for people in crisis. The truth is, EAP can help you to deal with everyday issues you may be facing. Counselors work with you to resolve issues before a crisis occurs. Equally important, there is no cost to you and the services are completely confidential.
In addition to counseling through EAP, the Carebridge website is a wonderful resource. It has videos and articles covering everything from healthy living, stress reduction, and how to make a budget, to name a few.
The Employee Assistance Program is designed to both solve problems and enhance quality of life for both you and your family members.
To access Carebridge, call 800-437-0911 24 hours per day, seven days per week or visit their website: www.myliferesource.com. Your Access Code: RXKY3
Many thanks to Mary King, RD, LD, CDE, nutrition services coordinator at UM Shore Medical Center at Chestertown, for compiling and sharing this information … and Happy (and healthy) Thanksgiving to all UM Shore Regional Health team members!
Main Course Portion Calories
Roast Turkey, white meat only 3 oz 135
Roast Turkey, white meat only 10 oz 450
Roast Turkey, meat and skin 3 oz 161
Roast Turkey, meat and skin 10 oz 536
Bread Stuffing ½ cup 195
Bread Stuffing 1 ½ cups 585
Mashed Potatoes with whole milk and butter ½ cup 119
Mashed Potatoes with whole milk and butter 2 cups 476
Steamed Green Beans 1 cup 38
Steamed Green Beans 3 cups 114
Steamed Carrots 1 cup 54
Steamed Carrots 3 cups 162
Pumpkin Pie 1/8th of pie 316
Pumpkin Pie ½ of pie 1264
Desserts Portion Calories
Pecan Pie 1/8th of pie 503
Pecan Pie ½ of pie 2012
Whipped Cream (Heavy Whipping Cream) 1 TBSP 51
Whipped Cream (Heavy Whipping Cream) 4 TBSP 204
Fat Free Whipped Cream 1 TBSP 6
Fat Free Whipped Cream 4 TBSP 24
Regular Jello 1 cup 168
Sugar Free Jello 1 cup 46
New Social Media Posts This Week…..Please Like and Share
- Home Care Agency Services Celebrated During November
- Physician Assistant Students Receive Hands-On Learning From UM SRH Physicians
- Giving Tuesday with UM Shore Regional Health
- As a reminder, when in need of laboratory services, UM Shore Regional Health lab locations offer a full spectrum of diagnostic services.
UM Shore Medical Center at Chestertown – UM Chester River Health Foundation is partnering with the Departments of Social Services in Kent and Queen Anne’s Counties to help fulfill the Christmas wishes of children in local foster care programs. Beginning Monday, November 21, the tree will be displayed at the medical center in the Memorial Hallway on the second floor of the hospital, in the hallway outside of the medical records department. Those wishing to participate may return wrapped gifts – with the tag attached – to the Eleanor & Ethel Leh Women’s Center on the first floor of the Medical Services Building by Wednesday, December 14, at 4 p.m.
UM Shore Medical Centers at Dorchester and Easton – Partnering with the Salvation Army by serving as collection sites for the Angel Tree program. Beginning Tuesday, November 22, trees adorned with angels representing families in need will be on display in the cafeterias of both medical centers. Simply choose an angel, shop and return the unwrapped gift with the tag by Friday, December 9.
Alzheimer’s/Dementia Caregivers Support Group – Thursday, 12/15, 6-7:30pm. UM Shore Nursing & Rehab Center at Chestertown. Led by Stepha Golebieski, assistant director of nursing. Contact: 410-778-4550.
Find information about skilled nursing, inpatient rehab and respite care in Chestertown online at UMShoreRegional.org/about/facilities/rehabilitation.
Breast Cancer Support
Transition to Wellness – Free workshops for breast cancer survivors and patients who are ending treatment.
Survivors Offering Support (SOS) – Free program pairing women who have breast cancer with mentors who are breast cancer survivors. If you need support or would like to become a mentor, call 410-822-1000, ext. 5866.
Breast Cancer Support Group – Tuesday, 12/27 6-7:30pm, Cancer Center, Easton. Contact: 410-822-1000, ext. 5387.
Find more information about The Breast Center’s programs and services at UMShoreRegional.org/breast_center
Cancer Support Group/Chestertown – Monday, 11/28, 7pm, UM SMC at Chestertown, Education Center. Information and support for patients at any stage – diagnosis, treatment, recovery and survivorship. Contact: 410-778-7668, ext. 2175.
Cancer Support Group/Easton – Thursday. 12/1 and 12/15, 5-6:30pm, Cancer Center, Easton. Information and support for patients at any stage – diagnosis, treatment, recovery and survivorship. Contact: 443-254-5940
US TOO Prostate Cancer Support Group – Tuesday, 12/13, 6:30pm, Cancer Center, Easton. Information and support for patients at any stage – diagnosis, treatment, recovery and survivorship. Speaker: Christine Allen, RD, CSO, LDN; Topic: Eating to Prevent Cancer Recurrence. Contact: 443-994-5792. Spouses and friends are encouraged to attend. NOTE: If schools are closed or dismissed early due to weather, meeting will be cancelled.
Look Good … Feel Better – Monday, 12/19, 10am-12pm, Cancer Center, Easton. Free ACS program for women with cancer includes hair, skin and make-up tips, samples and a visit to the wig room. Contact: 410-822-1000, ext. 5355.
Prostate Cancer Support Group – Monday, 12/19, 7pm. UM SMC at Chestertown Conference Center. Educational forum including basic prostate information and discussion, questions/answers and sharing from prostate cancer survivors. Contact: 410-778-7668 ext. 2175.
Cancer Support Group/Chestertown – Monday, 12/19, 6pm, UM SMC at Chestertown, Conference Center. Annual Christmas Dinner Party, please bring your favorite covered dish to share. Information and support for patients at any stage – diagnosis, treatment, recovery and survivorship. Contact: 410-778-7668, ext. 2175.
Find more information about cancer treatment and support services online at UMShoreRegional.org/cancer_program.
Childbirth & New Parent Education
Labor & Delivery Class – Saturday, 12/3, 9am-3:30pm, UM SMC at Easton, Health Education Center. Overview of maternal reproductive health; signs, symptoms and stages of labor, including pain management; techniques for a successful birth experience; cesarean delivery; and recovery after the birth. Free; register by phone, 410-822-1000 or 410-228-5511, ext. 5200.
New Mom, New Baby: Safety & CPR –Saturday, 12/10, 9am-1:30pm, UM SMC at Easton, Health Education Center. Baby topics (feeding, taking the baby’s temperature, circumcision and core care); mother topics (postpartum care, handling stress, returning to work and birth control); and, safety topics (childproofing, immunizations, car seats, infant security, poison prevention and when to call the doctor). Free; register by phone, 410-822-1000 or 410-228-5511, ext. 5200.
Breastfeeding Support Group – Tuesday, 12/6 & 12/20, 10-11:30am, UM SMC at Easton, 5th floor meeting room. Led by lactation consultants for new and expectant mothers. Contact: 410-822-1000 or 410-228-5511, ext. 5700.
Big Brother, Big Sister: Sibling Preparation – Saturday, 12/17, 9:30-11am, UM SMC at Easton, Health Education Center. Designed for children ages 3-8, includes a tour of the Birthing Center and story time or video. Register by phone, 410-822-1000 or 410-228-5511, ext. 5200.
Find more information about Birthing Center programs and services at UMShoreRegional.org/programs/birthing-center/services.
Diabetes Education and Support
Diabetic Friendly Grocery Store Tour/Chestertown – Monday, 11/28, 1pm, Redner’s Market. Learn smart shopping strategies to manage diabetes for yourself or your loved one to maintain good health. Led by Mary King, Director, Nutrition Services, UM SMC at Chestertown; limited space, call 410-778-3300, ext. 2295 to sign up.
Diabetes Support Group/Chestertown- Tuesday, 11/29, 6:30pm, UM SMC at Chestertown. Led by Chrissy Nelson, Nurse Educator. Contact 410-778-3300 ext. 2175.
Diabetes Support Group/Dorchester – Wednesday, 11/30, 5:30, Dorchester County YMCA. Led by Renee Woodward, Nurse Educator. Contact 410-822-1000, ext. 5195.
Diabetes Self- Management Class/Easton – Two sessions: Tuesday, 12-6-13-20, 9am-12pm; and Wednesday, 12-7-14-21, 1:30pm-4:30pm. UM SMC at Easton, UM Diabetes & Endocrinology Center. Medical information and strategies enabling patients to manage their diabetes for optimal wellness. Referral and advance registrations required. Contact: 410-822-1000, ext.5195.
Diabetes Self-Management Class/Chestertown – Tuesday, 12/6, 12/13, 12/20, 4:30pm-7:30pm. UM SMC at Chestertown Education Center. Medical information and strategies enabling patients to manage their diabetes for optimal wellness. Referral and advance registration required. Contact: 410-822-1000, ext. 5195.
Diabetes Support Group/Denton – Wednsday, 12/7, 5:30pm, St. Luke’s United Methodist Church, Denton. Led by Doris Allen, BSN, RN, CDE, UM Diabetes & Endocrinology Center. Contact: 410-479-2161.
Diabetes Support Group/Easton — Monday, 12/19 5:30pm, Talbot County Community Center Easton. Led by Karen Hollis, RD, LDN, CDE Contact: 410-822-1000, ext. 5195.
Diabetes Support Group/ Dorchester – Wednesday, 12/22 5:30pm, Dorchester County YMCA. Led by Renee Woodward, RN, CDE Contact 410-822-1000, ext. 5195.
Diabetes Support Group/Chestertown– Tuesday, 12/27, 6:30pm, UM Shore Regional Health Chestertown. Led by Chrissy Nelson, BSN, RN, CDE. Contact 410-778-3300 ext. 2175
Find more information about diabetes treatment and support services at UMShoreRegional.org/programs/endocrinology.
Acupuncture, Massage, Psychotherapy and Reiki – By appointment, Monday-Friday, except holidays. Center for Integrative Medicine, Suite 300, 522 Cynwood Drive, Easton. For information about services, providers and scheduling, visit UMShoreRegional.org/programs/integrative/about or call 410-770-9400.
Recovery and Psychosocial Support
Bridge Clinic Support Group – Tuesday,11/29, 12/6, 12/13, 12/20, 12/27, 6-7:30pm, UM SMC at Dorchester. Free, confidential support group meeting for individuals who have been hospitalized for behavioral health reasons and could benefit from assistance with issues after discharge. Varied topics based on participants’ needs. Each participant may bring one family member. Contact: 410-228-5511, ext. 2140.
Safe Sitter® Class/Easton– Saturday, 12/3, 9am-4:30pm, UM SMC at Easton. Nick Rajacich Health Education Center. Pediatric nurses teach youth ages 11-13 the basics of babysitting, including first aid and more. Cost: $40 (scholarships available). Limited seating, advance registration required. Contact: Easton, 410-822-1000, ext. 5231.
Free Blood Pressure Screenings/Easton & Cambridge – Easton: every Tuesday and Wednesday, 9am-12pm, Diagnostic and Imaging Center. Cambridge: every Tuesday and Friday, 11am-1pm, UM SMC at Dorchester, Main Lobby. (Excluding holidays)
Mid-Shore Stroke Support Group – Thursday, 12/1, 12-2pm, Presbyterian Church, Easton. Holiday Gathering. Stroke survivors and family/caregivers welcome. Bring covered dish. Contact: 410-310-9280, email@example.com.
The following reports from patients and family members reaffirm our staff’s commitment
to putting our patients’ needs first. Please take a minute to say THANKS!
I came into [UM Shore Medical Center at Easton] through the Emergency Department. I have been hospitalized due to complications from surgery and other issues several times in the past year and a half at various hospitals, including AAMC and Hopkins. This is the first time that, pending admission, anyone asked me my height (I am 6’3′) and made sure I got a bed that would be long enough for me to be comfortable! A detail, but one that has made a big difference for me.
Thank you all [at UM Shore Nursing and Rehabilitation Center in Chestertown] so very much for all that you did for me as I was recuperating from shoulder replacement surgery. Your thoughtfulness, caring, help, support and friendly manner and spirit helped me so much to get on the way to recovery. I will always remember all of you fondly and you have my deepest gratitude for all you did for me and all you do for your patients.
For my [Ambulatory Surgery at UM Shore Medical Center at Dorchester], the staff in Registration were very thorough, clear, concerned about my well-being. All people involved in my experience at the hospital were very courteous, concerned and thorough – just like family. Great sense of humor!
[At UM Shore Emergency Center at Queenstown], Dr. Pearl and the nurse, Tim, were very courteous and professional. My 12-year old son was the patient. Tim joked around with him and Dr. Pearl was very patient.