Leadership Rounding Update

Team-Strength
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