Welcome to AtlantiCare “Discovery” New Vendor Orientation Our Strategy Map (StratMap) 2014 Our Strategy Map helps us to align our goals and work with the mission, vision and goals of the organization. As we “provide health and healing to all people through trusting relationships” (our Mission), we see progress in our efforts to “build healthy communities” (our Vision). We categorize our work into 5Bs – Best People and Workplace, Best Customer Experience, Best Financial Performance, Best Growth and Best Quality. If you look at the StratMap under each of the 5 Bs, you will see the organization’s goal – for example, under Best Financial Performance is sustainability of our organization by maintaining an operating margin that allows us to continue to grow and reinvest in our organization and it’s employees. The StratMap also includes our organizational values to guide employees in daily interactions with each other and with our guests. Those values are Safety, Teamwork, Integrity, Respect and Services (STIRS). Our Customer Experience Standards are listed on the bottom of the StratMap. These standards are expected behaviors for all of us. Corporate Organization AtlantiCare AIT – AtlantiCare Information Technology AtlantiCare Regional Health Services AtlantiCare Regional Medical Center AtlantiCare Behavioral Health AtlantiCare Health Services South Jersey Oncology Property LLC AMI/Atlanti Care Imaging Health Care Delivery AtlantiCare Home Care AtlantiCare Heath Solutions AtlantiCare Health Engagement AtlantiCare Foundation AtlantiCare Physician Group AtlantiCare Surgery Center LLC AtlantiCare Cape May Surgery Center Health Information Health Solutions Rev 0214amg Objectives At the end of this Discovery course, you will be able to: Describe the culture here at AtlantiCare including our Mission, Vision and Values Demonstrate the appropriate behaviors to deliver Excellent Customer Experiences to our patients/customers Understand your personal contribution to our success as a vendor for AtlantiCare A Day in the Life of AtlantiCare This video, which takes a few moments to open, will give you a better understanding of the many services offered by AtlantiCare. Click here to view video ·Employee Engagement ·Customer Experience Index KEEPING ATLANTICARE FIRST ·Operating Margin ·Patients Cared for by Our Physician Network ·Re-admission Rate Starfish Experience “Making the human connection at every moment during a patient’s journey” 8 Excellent Customer Experience An excellent customer experience is • When an organization can constantly and consistently exceed customer’s expectations • The extent that PEOPLE facilitate the PROCESSES to deliver a PRODUCT to the customer. 9 Customer Service Standards Determine how we deliver our service Guide the way we should act when we are providing service Support our mission, vision, values and the Five Bs of our Performance Excellence Commitments Should be incorporated into all we do 10 Customer Experience Standards • I will say “please” and “thank you” in all customer/co-worker interactions • I will say “is there anything else I can help you with?” at the end of customer/co-worker interactions • I will always identify myself, my department and say “may I help you” when answering the telephone • I will always wear my name tag in a visible location • I will smile, make eye contact and address others who are near me 11 Best Practice – Communication AIDET: 5 Fundamentals of Patient Communication A I D E T Acknowledge the customer, by name if you can. Greet them like a guest. Introduce yourself and any team members who will be serving them. Duration – how long does it take for this procedure, any wait time, etc. Explanation – what will be done for the customer at this visit and why Thank You – be appreciative they chose our services for their care Best Practice - Uniform Standards • Respiratory - Light Blue • Lab – Wine • Transport – Green • Nursing – Navy • PT – Olive • Pharmacy – Black • Imaging – Caribbean Blue • Nursing Support – Gray • Card. Diagnostics – Red • EVS - Tan Best Practice – Hush Program (Environmental Noise) Throughout all care delivery areas• • • • Cell phone on vibrate Lower your voice Minimize environmental noise Address other environmental noise quickly Best Practice – Call Light No Pass Zones Call Lights Every patient call light is a request for help. If you are passing a call light in the hospital setting, please check with the patient to see if you can help. Please escalate the patient need to the appropriate team member as soon as possible. 15 Managing Up Co-workers and Departments When we transfer care, we want the transition to be seamless and comfortable. Speak positively to the patient about coworkers who will care for the patient after you, to reduce patient anxiety. This also gives your co-workers a head start in winning the confidence and trust of the patient. Example: “My team members in Radiology will take excellent care of you!” 16 Customer Experience Service Recovery Sometimes we don’t get it right the first time, and the customer is angry. It is our responsibility to do everything we can to correct the error. Our customer experience service recovery steps help us make amends with a disappointed or upset customer. The steps to service recovery are listed in the next column. • Listen without interrupting the customer • Recognize and respond to the problem • Apologize for the problem • Fix the problem – or transfer the problem to the team member who can fix it • Thank the customer for bringing the error to our attention so we could fix it 17 Starfish Experience “Making the human connection at every moment during a patient’s journey” Narrating the Care Customer Interactions Sacred Moments 18 Narrate the Care • • • When we use the technique of narrate the care, we help patients, families and visitors “connect the dots.” This helps increase their health literacy by enhancing their understanding. Narrating the care also helps align our words with our actions to give a consistent experience and message. The patient better understands what you are doing to help them. When we use this technique while caring for patients, we create opportunities to maximize our potential for improving clinical outcomes while generating customer loyalty. 19 Examples of “Narrate the Care” • “I’m closing the curtain out of courtesy and respect for your privacy.” • “We always want to get you the help you need, so when you press the call bell, one of the team members will respond.” 20 • Limit Distractions – limit distractions during customer interactions. Be sensitive to your impact on the their sense of well being. • Empathy – Address customer needs of with empathy. – What if this was your loved one? • Environment – Is it private? Is it safe? Did we effectively communicate? • Proactive – Anticipate our customers needs and look to exceed expectations 21 This refers to moments of complete focus on the patient. • At every first interaction with the customers (sitting down) • Every time a customer asks a question (sitting when possible) • When you are sharing important information • When someone is leaving 22 Measuring Customer Satisfaction - External Customers •Surveys: – NRC Picker (National Research Corporation) – HCAHPS (Hospital Consumer Assessment of Healthcare Providers Systems) – CGCAHPS (Consumer and Group Assessment of Healthcare Providers and Systems) – HHCAHPS (Home Health Consumer Assessment of Healthcare Providers and Systems) – Internal Survey activity – Web site and Social Media – Focus groups / Community input 23 ·Employee Engagement ·Customer Experience Index KEEPING ATLANTICARE FIRST ·Operating Margin ·Patients Cared for by Our Physician Network ·Re-admission Rate Healthcare Reform • Old/Current: • Fee for Service AtlantiCare is moving from a fee for service reimbursement to the healthcare reform formula, the triple aim. The reform includes customer experience scores, quality scores and cost efficiency. Customer Experience New/Current: Triple Aim Quality Cost Efficiency Best Financial Performance Keeping AtlantiCare Strong Profit vs Non-profit Business Units – Profits are reinvested in people, equipment and facilities Moody’s A1 credit rating – One of the highest rated hospitals in NJ ·Employee Engagement ·Customer Experience Index KEEPING ATLANTICARE FIRST ·Operating Margin ·Patients Cared for by Our Physician Network ·Re-admission Rate Best Quality AtlantiCare Wins Malcolm Baldrige National Quality Award Quality Performance Measures and Organizational Commitments How we benchmark and assess ourselves against outside measurements – Malcolm Baldrige National Quality Award – Magnet Status –JCAHO Cross-Cultural Services Onsite Spanish Interpreter Services Spanish Contracted Interpreter Services All Languages Telephonic Interpreter Services All Languages Bilingual Staff Simple Conversation/ Emergency Situations Translation Service Vital Consent Forms/ Patient Education Magnetic Resonance Imaging (MRI) Click on link below picture to view MRI video mms://vmediaserver/MRI-Safety Safety & Quality of Care – Reporting Concerns You may contact the New Jersey Department of Health directly with complaints: You may also contact the Joint Commission on Accreditation of Healthcare Organizations (JCAHO): Call 1-800-792-9770 Or by mail: NJ Department of Health PO Box 367 LL Trenton, NJ 08625 Call 1-800-994-6610 From 8:30 am to 5 pm Respiratory Etiquette to Prevent Seasonal Flu • Cover your mouth and nose with a tissue when you cough or sneeze • If you do not have a tissue, cough or sneeze into your upper sleeve, not your hands • Put used tissue in the trash Hey guys, I think I’m going to sneeze! Bad timing! • Avoid touching eyes, nose and mouth • Wash your hands frequently, especially after coughing or sneezing • Get vaccinated annually for seasonal influenza 5 Moments For Hand Hygiene ·Employee Engagement ·Customer Experience Index KEEPING ATLANTICARE FIRST ·Operating Margin ·Patients Cared for by Our Physician Network ·Re-admission Rate Growth and Innovation Best Growth Recent additions to AtlantiCare include: – Galloway and Somers Point Urgent Care Sites – Hammonton Health Park – New AtlantiCare Pharmacy and Special Care Center in Galloway – Multiple physician practices in tri-county area – Plans for satellite campus in Manahawkin – Plans for child & adolescent mental health center Corporate Compliance Department Independent support function of AtlantiCare reporting directly to the Board and administratively to Corporate Counsel. System-wide authority to act with respect to all entities, subsidiaries and cost centers. Responsibilities require unlimited and unrestricted access to all data during audits Conducts continuous assessments of the effectiveness of AtlantiCare’s compliance and internal control environment. Laws to Protect Identity & Privacy Red Flags Rule ID theft program designed to detect, prevent & mitigate ID theft. NJ ID Theft Prevention Act (NJITPA) Focus on specific security precautions to prevent ID theft, i.e. use of SS#. Requires breach notification. HIPAA (Health Insurance Portability and Accountability Act) Established standards for transmission and usage of health care information. HITECH (Health Information Technology for Clinical Health Act) Builds on HIPAA privacy & security of PHI, with modifications. Requires breach notification. Increases penalties & enhances enforcement provisions. Protect Patient Information Electronically – Access for treatment, payment, and healthcare operations only – Log off system when unattended – Do not share usernames, passwords or ID badges – No external devices or internet/software downloads into system – Put the word “secure” in subject line of emails containing PHI – Report suspicious email messages to InfoShare Customer Service Help Desk Paper – Do not leave PHI unattended or remove from facility – Lock paper files containing PHI in secure storage – Fax to secure locations – Properly dispose of confidential information in shred bins Verbally – Speak quietly, limit discussion of PHI in public areas – Use the minimum necessary rule – access, use & disclose for job performance only Report Potential Compliance Violations Report any activity that appears to violate AtlantiCare’s Code of Business Ethics, Corporate Compliance Code of Conduct or any applicable laws and regulations. If you are aware of a violation and fail to report it, you may be subject to corrective or disciplinary action. Refer to AtlantiCare policy Guidelines for Reporting Compliance/Privacy Issues/Concerns You may report anonymously. Compliance Line Phone Number: (609) 407-7788 In-house 3-7788 All complaints are documented and investigated. Maintained by third-party vendor: strict confidentiality protections are in place for all callers. No retaliation for reporting. Compliance Line Website: www.MyComplianceRepor t.com (Access Code: ATC) AtlantiCare’s Social Media Policy Do not disclose any sensitive, proprietary, confidential or financial information about AtlantiCare on any social media. Do not comment on or disclose confidential AtlantiCare information. This includes protected health information, financial performance information regarding business operations, revenues, profits, information technology systems or application details, business plans, strategy or contracts. Do not publicly identify, cite or reference a client, partner or supplier by name or discuss their engagement with AtlantiCare without first obtaining their explicit, written permission. Non-work-related files should not be viewed or downloaded from social media sites using AtlantiCare electronic communication systems. ·Employee Engagement ·Customer Experience Index KEEPING ATLANTICARE FIRST ·Operating Margin ·Patients Cared for by Our Physician Network ·Re-admission Rate Best People/ Best Workplace Achievements Recognized by Modern Healthcare's Best Places to Work in Healthcare Launched Employee Resource Groups Benefits structured to encourage employee health & wellness Employee farm basket program What is Harassment? Creation of a Hostile Environment: – The most frequent types are verbal, physical, and visual. Sexual Harassment – A type of harassment based on a person’s gender or sexual orientation. Two forms of harassment: 1. Quid Pro Quo harassment "This for That" harassment 2. Hostile work environment Environmental harassment Your Responsibility Report it! Your Supervisor Human Resources Any other member of AtlantiCare Management Equal Employment Opportunity AtlantiCare values the dignity and worth of each individual. Each applicant and employee has equal opportunity -- the right to an environment free from discriminatory practices. Safety is Our First Concern You are required to immediately report to Human Resources any information that reasonably indicates another healthcare professional has demonstrated: Impairment Gross Incompetence Unprofessional Conduct Impairment is defined as… the condition of being unable to perform as a consequence of physical or mental unfitness. Drug and/or Alcohol Abuse “Reasonable Suspicion” If an employee appears to be under the influence of drugs/alcohol, (i.e. slurred speech, unable to walk in a straight line, etc.) Any other objective factors which raise a reasonable suspicion of alcohol or drug use Recurring or serious problems with job performance, attendance or behavior where no other verifiable basis for such a problem exists Hostage or Active Shooter event The Story of the Starfish While walking on the beach one morning, a man saw a young boy running back and forth on the beach, throwing starfish into the ocean. He asked the boy, “Why are you throwing starfish into the ocean?” The boy replied, “The sun is up, the tide is going out, and these starfish will die on the beach.” The man replied, “There are thousands of starfish up and down the beach; you can’t possibly make a difference.” The boy picked up another starfish, ran to the breaking waves and threw it into the ocean. “I made a difference for that one,” he said. Make a Difference, One Person at a Time You have completed the presentation and will need to take the test to complete the course. Thank you, thank you, thank you!