Environmental Services team members at UM Shore Medical Center at Dorchester were honored as the first recipients of the CELEBRATE WITH HEART team award on Wednesday, March 21, in the UM Shore Medical Center at Dorchester cafeteria.
According to Jo Anne Thomson, director of Patient Experience, the Dorchester EVS team was chosen for scoring in the 99th percentile of HACHPS scores nationwide, as measured by Press Ganey. Press Ganey provides patient satisfaction measurement and reporting services to more than 2,200 hospitals, which is more than half of all hospitals in the U.S. In addition to being in the 99th percentile for HACHPS, the team is ranked first among hospital EVS teams managed by Crothall Healthcare. Crothall provides a variety of health care support services for 1,200 clients in 44 states.
“This is a truly amazing accomplishment that reflects the dedication, solidarity and teamwork that EVS staff at Dorchester bring every day to their work and most importantly, to our patients and their family members and all members of the hospital’s clinical team,” says Jon Kelley, director, Environmental Services for UM Shore Medical Centers at Dorchester and Easton, and UM Shore Emergency Center at Queenstown. “I am so grateful for their outstanding job performance and glad to see them recognized and rewarded for all that they do.”
In addition to a certificate recognizing the CELEBRATE WITH HEART award, each team member received a gift card and will get points added to their recognition accounts. At the event, several prizes and additional gift cards donated by Crothall were raffled off.
Nearly 50 health care professionals attend the two events, Advancing Cardiac Care at Shore Regional Health: Primary and Elective Angioplasty,” conducted by University of Maryland Community Medical Group cardiologist, Jeffrey Etherton, MD.
Offered on March 7 at Layton’s Chance Winery in Vienna, Md., and again on March 28 at Knoxie’s Table in Stevensville, the presentation was was designed for registered nurses who are looking to take their critical care practice to the next level. Registered nurses who attended the event received one contact hour credit.
“Dr. Etherton’s presentation was an excellent review of the evolution of the treatment options for patients who develop ST Elevated MI or STEMI, concluding with the importance of making sure these patients receive timely treatment so as to improve their outcomes,” says Gary Jones, regional director, Cardiovascular and Pulmonary Services. “Since becoming an approved MIEMSS CIC center in mid-February we have experienced 14 STEMI patients who came to Shore Medical Center at Easton’s Cardiac Cath Lab. Prior to this designation, these same patients would have had to be transported to Salisbury, Annapolis, or other approved CIC centers. The distance to these other centers all translates into a delay in their receiving effective treatment.”
Team members in attendance who referred a friend, colleague or family to the event who subsequently becomes employed by UM SRH will eligible for rewards through the “It Pays to Know Good People” program offered by Human Resources.
Adds Jones, “It was also a great opportunity to relax away from work and interact with the healthcare team that all contribute to the success of our PCI program to include nurses from our ED’s, ICU/Tele, and Cardiac Rehab.”
Established in 1982, Patient Access Week is a celebration of the people in the Patient Access profession. April 5 marks the anniversary of the founding of the National Association of Healthcare Access Management (NAHAM), the only national professional organization dedicated to promoting excellence within the field.
In the face of our quickly changing healthcare environment, one constant at UM Shore Regional Health is the Patient Access Department.
As noted by Inez Freeman, patient access supervisor, “The first interaction patients have is with the Patient Access department, which makes it so necessary to have a friendly face to connect with.”
Patient Access representatives fill the roles of receptionists, registration, insurance verification, financial counseling, scheduling and telecommunications attendants in the health care organization. In an average day, the Patient Access Department handles a variety of requests from many people, including physicians, nurses and patients.
“We look for positive representatives with a friendly demeanor when hiring. Our patient access team has goals centered on the exceptional patient experience”, says Patient Access Manager Linda Porter. “It has been proven that skills can be trained, but kindness and warmth must be present for the first impression. Our job is to ease their concerns in a caring and efficient manner.”
Patients sometimes feel apprehensive and need support. “When people aren’t feeling well we need to be fast, accurate and, friendly,” Patient Access Supervisor Chanere Christian, says. “If we don’t do our job right, the problems carry throughout the hospital.”
Please note: Not pictured in this story are Patient Access team members in Queenstown (Tina Hyde, Sheldon Turner, Jessica Winstead, Barbara Nealon, Elvis Sharpe and Crystal Tickner, Vi Wallace and, Megan Murphy) and Denton (Dewanna Caperoon and Shannon Wattay).
Let’s offer our appreciation to the Patient Access Team at UM Shore Regional Health who daily serve our patients, visitors, physicians, staff members and community.
- Two years before publishing Crossing the Quality Chasm, the Institute of Medicine reported that in the United States alone, an estimated 44,000 to 98,000 people die annually from medical mistakes.
- Current estimates from the Agency for Healthcare Research and Quality place medical errors as the eighth leading cause of death in the US. That makes medicine deadlier than highway accidents, breast cancer, or AIDS.
- Seven out of every 100 hospital patients are subjected to a serious or potentially serious medication error during their admission. The mistakes — the adverse events — range from the harmless, like misplacing patient records, to the harmful, like administering the wrong drug. No matter what the degree of harm, most adverse events are symptoms not of bad character or incompetence on the part of the individual care provider, but of a fundamentally faulty system.
- simplifying forms
- reorganizing medication storage and delivery procedures
- adding safety responsibilities to staff job descriptions
- giving patients brochures about medication safety
- adopting electronic medical records and computerized order entry capabilities
- involving patients in safety initiatives
- abolishing punishments for adverse events
Many organizations are beginning to make dramatic leaps in patient safety by taking on these challenges: Some have reduced their number of adverse drug events by 75 percent, and others have improved medication reconciliation at transition points by 75 percent. The results these organizations achieved are remarkable, and they demonstrate the great potential for positive change in our health care system.
DON’T FORGET! The culture of safety survey is currently available on the intranet through April 14, under staff quick links. The survey results will provide valuable information about UM Shore Regional Health’s patient safety environment – a kind of “pulse check” as to where we are as an organization. If you have any questions, please contact Jean Seiler, 410-443-5315 or firstname.lastname@example.org
Beginning April 1, 2018, training is offered this year through UMMS U, our Learning management System. This system replace Healthstream so the login and access processes have changed.
For a step by step guide to completing your required annual education, click on this link:
To complete your annual education requirements, click on this link:
If you do not remember your HR Connections login now is the time to call the help desk to get it reset (Dial HELP x4357)
All UMMS Non-Employees:
- Access UMMS U by clicking the following link: https://umms.csod.com
- A separate ID and Password are required
- Go to Intranet, Staff Quick Links, UMMS U, UMMS Non-Employee Form (print and complete form submit to Kathy Freund)
Be on the lookout for the following special shopping opportunities, brought to you by the hardworking volunteers of UM SRH hospital auxiliaries:
DORCHESTER: Pretty Pickins Jewelry – Tuesday, April 3, 9 a.m. – 4 p.m., main entrance/lobby, UM Shore Medical Center at Dorchester.
EASTON: Electronics – Thursday, April 12, 8 a.m. – 4 p.m., Health Education Center, UM Shore Medical Center at Easton
CHESTERTOWN: Uniform Sale – Friday, April 13, 8 a.m. – 4 p.m., Conference Center, UM Shore Medical Center at Chestertown