Patient Experience offers the following summary from the Executive and Leadership Rounding that was conducted on December 21.
What is Being Done Well:
| SMC- E Food Service | Quick response to patient requests. Example: Blueberry muffins unavailable, Delilah was calling patient to inform her on what was available. Delilah also arranged for a fruit plate as a solution to a patient’s inability to eat what was sent due to medical condition. |
| SMC-C Lab | Focus is on patients and facilitate their needs |
| SMC-C Lab | Minimizing repeat tests; work efficiently; provide timely results |
| SMC-C Lab | Treating patients “like they were my mother” and handling specimens with extreme care |
| SMC-C Lab | Friendly attitude, smile |
| SMC-C Lab | Being open and truthful; building trust |
| SMC-C Lab | Explaining to patients what is going to take place |
| SMC-D Operators | Help to route the phone calls and customers to the right place |
| SMC-D Registration | Making patients feel comfortable, which often keeps them coming to this hospital for services. |
| SMC-D Registration | At times, walking or wheeling patients to where they need to go. Paying attention to the needs of patients/family members. |
| SMC-E Case Management | Recognized Monique and JoAnne for their dedication to their work. |
| SMC-E Case Management | One of the participants was a “HEART” facilitator She spoke very highly of the program and is visibly excited to teach her colleagues. |
| SMC-E Case Management | They have been short staffed for most of the past year, and have worked through the process as a team. |
Recognition:
| Location | Details |
| SMC-E Food Service | They feel everyone does a good job. Rosalind (cashier) was mentioned twice. Jason Warner for his upbeat response to requests, “never says no.” Mary Ann Pierce for quality control of food preparation. |
| Professional Practice | The team is energized about the re-organization of their department and new team members |
| SMC-E Emergency Department | The team works together and works hard to meet each patient’s expectations. |
| SMC-C Lab | Margaret Pulleyn (noted several times)—“she keeps us informed; lets us know when we are doing a good job” |
| SMC-C Lab | Sharon Williams, Danielle and Ann from Chemo; Sandy Prochaska, Alicia Dodd |
| SMC-D Registration | The entire team has a sense to maintain professionalism. They feel that they are the starting point, and if they “get it wrong, then the chain breaks.” |
| CMG-Urology | Entire team – work well together |
The next Rounding will take place on Wednesday, January 18, and the schedule is as follows:
Ken Kozel – Shore Medical Pavilion at Easton: Pulmonology
JoAnne Hahey – SMC at Easton: Dieticians
Ruth Ann Jones – SMC at Easton: CT Scan/MRI
Brian Leutner – Easton LAB: Teal Drive
Scott Burleson – SMC at Dorchester: Critical Care
Bob Frank – Canvasback: Community Wide Scheduling
Susan Coe – SMC at Chestertown: Surgical Services
Patti Willis – SMC at Easton: 2 East
Bill Huffner, MD – SMC at Easton: ICU