Starting a Conversation and Engaging Patients in Healthcare Delivery

By all accounts, our first meeting was a success with patients, nurses, providers, and a pharmacist ranging in age from 22 to 98 all talking about their healthcare experiences. They openly shared how they thought communication could be more effective and that it boils down to customer service at the point of contact with a patient. Also, they agreed that a diagnosis should come with a "things you should know" document. A flowchart of "here is what you have, here is what you can expect, and here are some things you should think about."

We also found out what patients like about the Bangor Beacon approach to healthcare. They all agreed the relationship they develop with their nurse is key to their success. The ability for them to manage their disease was helped by their nurse holding them accountable.

We look forward to updating you on next steps. We meet again on May 30.

Transforming Healthcare Videos

 The Bangor Beacon Community is rolling out a series of videos that will help illustrate how we are transforming healthcare. Please feel free to share the link as they reinforce our mission and vision for a  healthy community. 

Performance Improvement  

Patti's Story

Bangor Beacon Leadership 

Eric's Story

Mental Health and Primary Care

In April, the Mental Health Task Force held a Mental Health Dialogue with representatives from primary care and mental health. The goal of the workshop was to improve patient care in the greater Bangor area by improving communication among primary care providers and mental health/addiction treatment providers.

The workshop focused on potential areas that may present barriers to good communication, including different professional practice cultures about communication with other care providers, the laws concerning disclosure of patient information, particularly in mental health and addiction, technological constraints to efficient communication, and practitioner knowledge about interpretation of disclosure laws and available communication technologies.

The workshop included two panel discussions, the first regarding state and national efforts to improve communication between behavioral health and primary care, including changes in the law with Jason Tankel from EMHS, Dev Culver from HealthInfoNet, and Kathy Vezina from the Hanley Center.

The second discussion included two providers - a primary care practitioner - Donald Krause, MD, from St. Joseph Healthcare, and a behavioral health provider - Doug Townsend, LCPC, from Community Health and Counseling Services (CHCS).

Finally, the session included breakout sessions for participants to discuss culture, legal issues, technology, and provider knowledge on the topic.

The group plans to meet again and hopes to have an additional dialogue in the fall.

Not all patients can follow the same recipe for success, and our Bangor Beacon Community care managers enjoy sharing their best out of the box examples of helping their patients help themselves. Here are a few "pearls of wisdom" from our nurses.

"I have a patient who can't read or write, only has a bike for transportation, and only has a microwave to cook food. I met them at the market one day and we walked through it together. We took pictures of things they should eat and turned it into a photo album. We had to take into consideration whatever we bought had to fit into a backpack. The patient now chooses vegetables over pretzels and chicken over frozen prepared foods. They are losing weight and feeling and moving better," smiles Jessica Taylor, RN, at St. Joseph Internal Medicine.

"A cell phone with limited minutes doesn't have to be a barrier to having conversations with patients. I gave a patient some pre-stamped and addressed envelopes so they could send me their blood sugar readings. This way when we talk on the phone we can spend our time discussing different approaches to managing their diseases," smiles Debbie Grover, RN, Eastern Maine Medical Center's (EMMC) Center for Family Medicine.

"I help set up alarms on my patients' cell phones to remind them to take their nighttime medications or to use their inhalers. One patient even duct taped the reminder to their toilet so they didn't forget to take their nightly blood sugar reading," laughs Joanne Reinzo, RN, at Penobscot Community Health Care (PCHC).

Several nurses also talked about the importance of digging deeper to better understand why a patient might be called non-complaint. "I had a patient refuse a nebulizer retreatment in the Emergency Department, not because they didn't need it or want it but because they had a girlfriend overdose on a treatment and die. Conducting follow up with a patient or family member involved in their care is critical to helping provide the best care." 

What a site to behold: a sea of red t-shirts painting an exciting story at the Fifth Annual Healthy High at the University of Maine in Orono. Three dozen patients and their families, nurses, health coaches, social workers, clinical coordinators, and our executive sponsor, laced up their sneakers and walked or ran a mile, 5K, or 10K!

"This was the first mile I have walked since high school," laughs Larry Guy, a patient of Jessica Taylor, RN, at St. Joseph Internal Medicine. When Larry started working with Jessica more than a year ago, he struggled getting from his home to his car. Next year, he is committed to doing the 5K. "I believe in what we are doing with Bangor Beacon, it's working," smiles Jessica.

Mark McDonald, a diabetes patient of Kathleen Bates, RN, at EMMC's Husson Internal Medicine, and his wife drove up from Orland to walk their first 5K. "We hike a lot together but we thought this could be a new adventure for us."

Cathy Bishewksy, a diabetes patient of Erin Horne, RN, at EMMC's Orono Family Medicine was excited to be a part of The Bangor Beacon team. "I am nervous and excited about doing my first 5K but I'm ready for change!"

A wonderful side effect is happening as a result of all the work healthcare providers are doing with their patients.

"I am doing a lot of diet and exercise teaching and I really don't want them looking at me like I am a hypocrite," says Erin Horne, RN. During the past few months Erin has taken a closer look at her lifestyle and made some changes. "I started going to the gym again and I am doing better meal planning. Overall the biggest things I have learned and I promote with my patients is to live one day at a time. It's not always easy and there is always something more important until you start realizing nothing is more important than your health. For me, working with chronic disease patients on a daily basis helps me see what can happen in time if we don't take care of ourselves. Its a real eye opener."

Carol Carew, RN, chief nursing officer of Eastern Maine HomeCare, shares, "I try to lead a healthy lifestyle as much as possible.  I have struggled with weight and all that goes along with that.  I enjoy participating in activities that encourage physical activity.  I enjoyed the healthy high walk.  I brought Elise Senecal my clinical manager at Eastern Maine HomeCare, who wants to get more active."

"It made me look at my own personal health in a completely different way.  I realize that I really need to practice what I preach. Even with rheumatoid arthritis I have to be creative with exercise choices. I am always trying to find new ways to exercise and I love to share these with my patients. I recently started a hula hooping class for my fellow co-worker. I leave my hoop right in my office where patients can see and it sparks the exercise question.  My feeling is that in order for me to help my patients, I have to also help myself," smiles Barbara Seymour, MA, health coach at Penobscot Community Health Care.