Service Standard #7: Communication Etiquette

Communication Etiquette crosses over all categories of service excellence. Internal and external customers feel empowered when lines of communication are open and we receive the information and support needed to accomplish our goals. We feel respected when our questions and concerns are addressed in a timely manner whether by phone, in person or email. As members of the organization we strive to commit to excellence by following the communication guidelines outlined by mangers in this week's huddles.

Take time to review the standards around telephone and email communication this week.

The Language of Service Excellence (Key Words and Phrases)

2015 VNAA National Awards

Each year, the Visiting Nurse Associations of America (VNAA) recognizes individuals from their member agencies who have made significant and meaningful contributions to advancing nonprofit home healthcare and hospice agencies. This is a particularly important year for us as VNA Care Network Foundation and Subsidiaries is the recipient of three of the six awards!

We are thrilled to announce that the VNAA recognized us as the national winner in the categories of Outstanding Public Policy Advocate, Outstanding Innovation Leader, and Outstanding Quality Team. These awards not only bring us recognition on the national stage, but they also firmly establish our organization as a leader in the industry.

Each and every award is well deserved and was only made possible because of the incredible staff we have leading these areas. Congratulations to all!

Outstanding Public Policy Advocate of the Year

The Outstanding Public Policy Advocate of the Year Award recognizes strong and innovative outreach to policymakers on the federal and state levels. Recipients of the award promote the role and services of nonprofit home health and/or hospice to their policymakers.

Award Recipient: Kathy Keough, Government Relations Director

Excerpt from Nomination: Kathy Keough already had a full agenda handling government relations for the medical groups in Atrius Health when she agreed to broaden her work. She took on home health and hospice advocacy for VNA Care Network Foundation and Subsidiaries, part of Atrius Health, early last year.

Kathy quickly learned about the public policy needs and challenges facing home health and hospice care at both the state and national level. She closely monitors developments that may impact our work. When she learned about developments in Mobile Integrated Health Care in Massachusetts, Kathy stayed in front of the issue and key players. VNA Care Network is now part of the conversation about the role EMS may play in home-based health care.

Her list of accomplishments in less than a year and on a part-time schedule is impressive. Kathy's gained support for telehealth reimbursement, was part of a coalition that successfully advocated for passage of legislation establishing a statewide palliative care council within the Massachusetts Department of Public Health, and significantly raised the visibility of the vital work of home health and hospice agencies among legislators and public officials.

The senior leadership team relies on Kathy's keen insights and recommendations on policy issues. Her work on behalf of VNA Care Network Foundation gives home health and hospice care a voice on both the state and national level and support our ability to care for the community.

Outstanding Innovation Leader of the Year

The Outstanding Innovation Leader of the Year Award recognizes contributions by a home health or hospice leader of an innovative program, project, and practices. This individual is a leader that created or was instrumental in the implementation of an innovative project.

Award Recipient: Adele Pike, Director of Education

Excerpt from Nomination: Adele consistently impresses by viewing some of the home health care industry's biggest challenges as opportunities for innovation and creativity. Her work, especially in mentoring the next generation of home health care clinicians, supports VNA Care Network Foundation and Subsidiaries in meeting the demand for skilled staff and providing exceptional care to our patients.

Adele's passion for home health care engages nursing and physical therapy students in our academic partnerships, and sparks new graduates' interest in pursuing careers in the field. The opportunities she's created for more experienced clinicians to develop teaching skills as preceptors leaves them revitalized. One preceptor wrote that her work with new grads gave her "increased energy, increased enthusiasm. I am thinking more. The learning is mutual."

Adele began her career at VNA of Boston 18 years ago as a field nurse, and finding ways to provide the best possible care to patients has stayed with her all of these years. We owe our new Pharmacy Consultation Program, which shows great promise in reducing re-hospitalization rates and improving patient satisfaction, to Adele's vision. Her dedication took the program from an idea, to a grant-funded pilot, to a new collaborative effort with physician groups from Atrius Health.

VNA Care Network Foundation and Subsidiaries is a better organization because of Adele's insights, limitless energy, innovative spirit, and absolute love for her work and for the mission of visiting nurses. She certainly deserves national recognition for her contributions to the field.

Outstanding Quality Team of the Year Award

The Outstanding Quality Team Award recognizes the three important elements: innovation, quality and teamwork. This award provides the opportunity to recognize a cohesive, high functioning team that has applied approaches within the organization and/or with other organizations and partners to produce positive patient outcomes.

Award Recipient: Donna Peters and Quality and Risk Management Team

Excerpt from Nomination: There are many challenges in bringing teams together during a merger - different cultures and processes can seem insurmountable. Yet, the Quality Assurance Teams from VNA of Boston and VNA Care Network remained focused on their shared mission of improving patient care and outcomes.

As they worked to become a cohesive, high-functioning team, the staff learned from each other and built on each other's strengths. They were engaged in a huge endeavor to educate staff, assess outcomes and opportunities, raise awareness of OASIS accuracy, and ensure that patients receive the care they need while in a home care episode.

In less than two years, their teamwork has resulted in improved outcomes, more accurate case mix weight (from .85 to .93), and a comprehensive, streamlined review process, that standardized how each OASIS is evaluated for accuracy and how communication is established between the clinical staff and the quality staff. Clinicians receive valuable feedback, resources, and education that helps them provide the best possible care and remain focused on the patient's goals for their care and their health.

Roof Collapse Safety Information

With numerous reports of roof collapses throughout the state, the following is being shared with you courtesy of the Massachusetts Emergency Management Agency (MEMA).  

Residents and Businesses are Strongly Encouraged to Have Snow and Ice Cleared from Roofs

The prolonged cold weather and repeated snowstorms Massachusetts is experiencing have contributed to potentially dangerous conditions for businesses and homes alike. Heavy mounds of snow are creating severe roof load conditions. The Massachusetts Emergency Management Agency (MEMA) has received reports of over 100 full and partial roof collapses over the last week. Additionally the Department of Fire Services (DFS) has received numerous reports of gas leaks and fires caused by snow and icicles falling on gas piping and meters.

With the potential for more snow and/or rain in the forecast, residents and businesses are strongly encouraged to have snow and ice cleared from roofs before this weekend's storm, which could exacerbate the risk of roof and/or structural failure.

Homeowners, tenants, and businesses should be cognizant of the danger posed by heavy snow loads on roofs, and the importance of recognizing the warning signs of potential structural weaknesses. In many instances, the risks posed by accumulated snow can be mitigated by safely removing snow from roofs Flat and low-pitched roofs, most often found on industrial buildings, but also used in certain home designs, are at the greatest risk of buckling under heavy snow and ice accumulations.

To safely remove snow from roofs, the Massachusetts Department of Public Safety (DPS), DFS and MEMA recommend the following tips:

 DO

• Use a snow rake for pitched roofs (available at most hardware stores) to remove snow from your roof.
• Start from the edge and work your way into the roof.
• Try to shave the snow down to 2 or 3 inches on the roof instead of scraping the roof clean, which will risk damage to your shingles or other roof covering.
• Keep all ladders, shovels and roof rakes away from utility wires
• Plastic shovels are usually best. Metal tools may cause damage to your roof.
• Shovel snow from flat roofs throwing the snow over the side, away from the building.
• Remove large icicles carefully if they are hanging over doorways and walkways. Consider knocking down icicles through windows using a broomstick.
• Protect utilities meters and piping from falling snow, icicles, and melting water.
• Wear protective headgear and goggles when performing any of these tasks.
• Consider hiring professionals to do the job. The combination of heights plus ice makes this one of the more dangerous house chores. If you choose to do the task yourself, have someone outside with you to assist.
• Keep gutters and drains clean, free of ice and snow and keep downspouts clean at ground level.

DON'T

• Unless approved by a registered professional engineer, don't add your weight or the weight of equipment to the roof.
• Don't use a ladder since ice tends to build up on both the rungs of the ladder and the soles of your boots.
• Don't use blow torches, open-flame, or electric heating devices like hair dryers or heat guns to remove snow and ice.
• Don't try to remove ice or icicles from utility wires or meters. Call your utility company for assistance. 

• Sagging roofs
• Severe roof leaks
• Cracked or split wood members
• Bends or ripples in supports
• Cracks in walls or masonry
• Sheared off screws from steel frames
• Sprinkler heads that have dropped down below ceiling tiles
• Doors that pop open
• Doors or windows that are difficult to open
• Bowed utility pipes or conduit attached at ceiling
• Creaking, cracking or popping sounds

• If you notice any signs that you have a problem with your roof, or suspect a gas leak, leave the building immediately without touching light switches and call 9-1-1 from safely outside the building.
• For general questions, call your local building or fire department business line.

• Clear snow away from furnace and dryer exhaust vents to prevent carbon monoxide poisoning. Make sure you have working smoke and carbon monoxide alarms on every level of your home.
• Clear snow from fire hydrants near your home or business.
• Clear snow from storm drains near your home or business to prevent street flooding.

Behavioral Health Program Update

By Molly Lukason, Behavioral Health Program Manager

We are happy to report that the Behavioral Health Program is just about ready to launch!

Cognitive behavioral training is in full swing with the final training scheduled for Friday, February 20, 2015. The Center for Anxiety and Related Disorders has spent much time with the behavioral health team, focusing on specific cognitive behavioral health treatment for patients with depression, anxiety and dementia within an eight week visit protocol. A Behavioral Health guideline has been created for use by the Behavioral Health Nurses. We are currently analyzing clinician caseloads from the Charlestown and Braintree offices that may have patients that would benefit from this program. Our initial goal is to start in these geographical regions and then expand from there.

If you have a patient that you would like to refer to this new program, you may do so using the standard Inter-Agency Referral process. A new note type BH and macro [BH] F10 have been added to the McKesson system for this purpose. A revised Inter-Agency Referral process document can be found by clicking here and includes referrals to Behavioral Health.  You will also find this document available in the Clinician Help Files in Public Folders in Outlook.

If you have any questions regarding the Behavioral Health Program, please contact Molly Lukason at mlukason@vnacarenetwork.org or 774.502.5545. If you have questions regarding sending an Inter-Agency referral please call the Clinical Applications Helpline at 617.886.6730.

New Remote Patient Monitoring Program Coming to VNACN and VNAB

By Kathy Duckett, Director of Population Health

We are excited to announce a new stand-alone telehealth program. We will be piloting the Remote Patient Monitoring program with Atrius Health to provide telehealth services to patients who need close cardio-pulmonary monitoring but do not meet the criteria for our certified services.

The pilot will be six months, enterprise-wide and will be managed by our current Telehealth staff. Referrals for the program will come directly from Atrius physician practices to our Referral Center. Orientation to the new program will start this week with the Team Managers.

This program is intended to meet the needs of those unstable cardio-pulmonary patients whom we know need closer monitoring, but cannot receive our telehealth monitoring services because they don't meet certified criteria for admission. This program will fill that gap.  

Infectious Disease Conference

See below for an invitation to the Infectious Disease Conference to be held on Tuesday, March 31, 2015. While this free event is not offering CEU credits, it promises to be a great presentation on infectious disease preparedness. Please see the bios of the confirmed speakers to date.

• Colin Basler, DVM, MPH, who is an Epidemic Intelligence Service Officer with the CDC. Dr. Basler was a part of the CDC's response team for Ebola and can speak to both national and international infectious disease response.
• Alfred DeMaria, Jr., M.D., who you may know as our State Epidemiologist. In addition, Dr. DeMaria serves as the President of the Council of State and Territorial Epidemiologists and will be speaking to the work done by that organization, as well.
• Alexander Isakov, MD, MPH, who serves as the Director, Section of Prehospital and Disaster Medicine and Executive Director, Office of Critical Event Preparedness and Response at Emory University.