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May 5, 2015
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Volume 4, Issue 18
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SERVICE EXCELLENCE
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Service Standard of the Week
Empowerment:
We are empowered to use resources and training to enhance the customer experience as well as our professional goals and growth
Empowered employees are expected to act, at least in some small way, like owners of the company.
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Have you ever thought that you could be the best boss you've ever had? By developing attitudes and skills that empower you, you can manage from within and become your own best boss. Self-empowerment is the process of taking responsibility for your attitudes, behaviors, and actions at work to maximize your effectiveness. As an empowered employee, you will be driven by ownership, initiative, and performance. The pillars of success for an empowered workforce are COMPETENCY AND CLARITY The PURPOSE of our service standards is to clarify for EVERYONE what actions and behaviors are expected of us in bringing our VISION and MISSION to life. Discuss in this week's Huddle, share your results with others mcampbell@vnab.org. - Name two actions that your manager could take to promote empowerment with the members of your team.
- Name two actions that you will take to demonstrate empowerment and personal responsibility for it.
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Recognition from BIDCO Case Management
Mae Powers, Physician Order Line RN in the Charlestown office received two calls from Linda Struzik, BIDCO Case Manager last week.
Kristopher McGravey, PTA - Charlestown office
Linda was impressed with Kristopher's exceptional assessment of her patients receiving physical therapy. "His reports are comprehensive and professional and goals of care are clearly documented."
Tayla Ryan, RN - Quincy office
Linda expressed how great Tayla was in responding to her calls and along with thorough reports provided. Linda stated that she felt she knew what was happening in the home and what was needed for her patients. Tayla has several BIDCO patients on her caseload.
Needham Office
Clinical Manager Gerri Spina forwarded along the following notes of appreciation:
Jill Enwright, RN
Patient could not say enough about the caring kind supportive way Jill was with her. She felt everyone was great but in particular she felt a close connection with Jill and felt cared for in a unique way.
Pam Pasquarosa, RN
Pam Pasquarosa walked into this patient's home and immediately knew the situation was a dire one. The home environment was dirty and the patient disheveled. Numerous home health aides were apprehensive about visiting. This patient had not had a shower in days. She took it upon herself to give him a shower. She did something that was not in her job description, that no one would expect her to do and did it because it was the right thing for the patient. It was a demonstration of Standard #1: We ensure that are customers are the priority and focus at all times by anticipating their needs and delivering exceptional service.
Laura Herzig sends note of appreciation along with a comment on how her manager, Geri Spina, has instilled the recognition trait in all her employees.
Madeline Ortiz, Referral Operations CSA
I just wanted to recognize Madeline Ortiz. Although I have never met her, I speak with her on the phone often and she helps me to get discharge paperwork for the clinicians. I can't express enough the warm friendly way about her. She is so nice on the phone and she always follows through with a phone call to update me.
Michelle Guerra RN relays patient appreciation
Kim McCarthy, RN and Nicole Gagnaire, PT
On 4/20/15 I received a phone call from the daughter of a former patient who lives in Milton. Her mother asked her to call and pass on a compliment for both Kim McCarthy RN and Nicole Gagnaire PT, who had cared for her. She said both of them were 'so lovely,' nice and provided excellent care.
Patient sends note recognizing her caregivers
Peg Quinlivan & entire 16/41 team in the Worcester office
Patient was being seen for wound care. She sent a card to all the staff that cared for her to thank them for: "the best care, love, respect, and encouragement!!!!"
Please continue to share your notes of appreciation with Mary Campbell at mcampbell@vnab.org.
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AGENCY ANNOUNCEMENTS AND UPDATES
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Boston Globe's Annual "Salute to Nurses" Pays Tribute to VNA Nurse
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Sometimes a few words have a big impact.
For nurses, the Boston Globe provides an opportunity for just that. Each year the newspaper's "Salute to Nurses" special feature allows patients to express their gratitude to the nurses who have made a difference in their lives. This year, Debbie Soper, RN out of the Charlestown office was recognized by a very grateful patient...please see below Congrats Debbie!!!
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Debbie Soper
Visiting Nurse Association of Boston
Nurse Debbie provided special care to me during my recovery from surgery in 2014. Upon meeting Debbie, her friendly, compassionate manner immediately made me feel at ease and confidant knowing I was getting the best care possible. Debbie provided excellent clinical competency by confidently gathering my vital signs, recording them for transmission to my doctor's office, and ensuring I recorded them in my log, too. She carefully cleaned and dressed my wound to minimize the risk of infection and communicated the healing progress through words and sketches. Debbie also took the time to review my upcoming appointments with me and ensure I was going to ask the pertinent questions during those doctor visits. Thank you for all the care and kindness you provided during my recuperation, and I am happy to let you know that I have healed far better than I anticipated.
-Nominated by Michael Shaughnessy
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Bibles Donated to VNA by Local Organization
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Reverend Sharron Lamothe, chaplain in the Worcester office, recently applied for and was granted a large donation of bibles from the Massachusetts Bible Society.
This generous gift includes Catholic and Protestant bibles in both English and Spanish. A number of the bibles have been given to the Rose Monahan home for patients in residence and the remainder continues to be shared with patients and their family members who request them.
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Reverend Lamothe shared that patients treasure these books and that they provide spiritual support and comfort to those facing the challenges of a life limiting illness.
Many thanks go out to the Massachusetts Bible Society for their generous donation!
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Moving Forward Update
Issue 20 - April 27, 2015
We are very pleased to announce the appointment of Linda Oliver, PA-C, MPH, as Practice Site Administrator, Wellesley, West Region, effective June 8th. Linda is familiar to many of the team at the Wellesley practice; coincidentally she spent her first day at work at Harvard Community Health Plan over 25 years ago at the opening day for the Wellesley practice.
Linda is known to many of you as a colleague who has broad experience in a variety of positions at Harvard Vanguard Medical Associates over her long tenure, and for the past three years as Director of ACO Development for Atrius Health. Linda has a stellar history in our organization, initially hired as the first Physician Assistant in the Harvard Vanguard practice. Her experience includes managing Urgent Care services, serving as Assistant Administrator for the Chestnut Hill/West Roxbury practice, managing Case Management Operations, and serving as Pediatric Specialty Administrator. Just prior to her ACO role at Atrius Health, Linda was Administrator for Hospital, SNF and Clinical Programs at Harvard Vanguard, working to develop many of the excellent programs that continue to operate effectively today. Linda has a special commitment to patient-centered care and has brought these values to every position she has held in the organization. She is a seasoned and talented manager who is highly regarded by her peers and has built effective relationships throughout the organization. Those of you who know Linda understand how her outgoing and engaging personality enables her to build, participate in, and lead important teams throughout the organization.
As Practice Site Administrator for Wellesley, Linda will return to her roots in the clinical delivery system to become part of the West Region leadership team. We are very pleased that Linda will join the excellent leadership team at Wellesley and partner with Dr. Anne Dixon to carry on and lead the important work being done at Wellesley today. Please join us in congratulating Linda on her new position, and in thanking Teresa Ramella who is ably serving as Acting Administrator until Linda's arrival.
Kathy Gardner, Interim Senior Vice President, West Region
Michael Querner, MD, Interim Regional Medical Director, West Region
Roberta Zysman, CEO, Dedham Medical Associates
Send your questions about integration activities to Integration@AtriusHealth.org. Please note that, if you would like your question to be anonymous, you may indicate that and your name will not be shared beyond the one person who manages the mailbox.
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Atrius Health Foundation to Accept Donations for Nepal Earthquake Victims
By Marci Sindell, Interim President & CEO, Atrius Health Foundation
The 7.8 magnitude earthquake that devastated Nepal this past Saturday killed more than 3,800 people and left more than 7,000 injured, with numbers only projected to increase. Aftershocks are feared. Hospitals are overwhelmed and resources are desperately needed.
In response to this disaster, the Atrius Health Foundation has activated a Nepal Earthquake Relief Fund and has chosen to, once again, use Direct Relief International to receive our contributions for the victims of the Nepal Earthquake. We have selected this group again because Direct Relief International allocates 100 percent of funds raised to their relief efforts, without deducting overhead or administrative costs.
Direct Relief International runs one of the largest nonprofit programs in the U.S. and is a leading medical relief organization, active in all 50 states and in 72 countries. Their mission is "to improve the health and lives of people affected by poverty, disaster, and civil unrest". Direct Relief International has made an initial cash commitment of $50,000 for the immediate deployment of emergency medical response personnel and essential health commodities to Nepal. Direct Relief has also made available its entire current medical supply inventory, valued at $100 million, for the response. You can learn more about Direct Relief International at http://www.directrelief.org.
If you would like to contribute:
By Check: Please make the check payable to Atrius Health Foundation and mail it along with the donation form to:
Megan Walsh
Atrius Health Foundation
275 Grove Street, Suite 3-300
Newton, MA 02466
(617-559-8004)
By Credit Card (donation form): Submit the attached form via our dedicated secure fax line (617-421-2545)
By Credit Card (online): Please visit JustGive.org - Make a Donation to ATRIUS HEALTH FOUNDATION INC **Please note that if you choose to use JustGive.org, JustGive.org will deduct 4.5% of your donation for their processing costs.
With your gift, you will be affirming once again the commitment of Atrius Health and its employees to the health and well-being of others across the world.
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State Rep Visits Rose Monahan
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CLINICAL SERVICES
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Clinical Services Announcements and Updates
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Clinical Management Update
By Paula Schultz, Director of Clinical Services
- Catherine Frasco, MSPT, DPT has assumed rehab management hours for the Leominster office. Catherine has been with VNACN since 2007 as a field clinician and will continue to manage a patient caseload.
- Nancy Ryan, PT is orienting with Jan Silvestry and will assume Jan's position when she retires at the end of May. Nancy has been a field clinician with VNACN since 1999. She is APTA Certified as a Clinical Instructor and has been an instructor for physical therapy students working with the VNA.
- Elizabeth Dow, RN, WCC, CRNI will be moving into the infusion manager role in June for orientation with Beth Mena, who will be retiring in early July. Elizabeth came to VNACN in 2011 as a field clinician. Her interest in infusion services led her to the IV coordinator role in 2012. Most recently, Elizabeth received her CRNI (Certified Registered Nurse Infusion), and is a member of the Infusion Nurse Society.
Please join me in welcoming Catherine, Nancy, and Elizabeth to their new roles!
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Nurse's Week May 4-8: What Nurse's Week Means To Me
By Kassia Pereira, Managed Care RN
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Nursing Rated as the Most Honest and
Ethical Professional 13 Years in a Row!!!
- Gallup Poll
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After several years of being a nurse, working in various care settings, this year I find myself working totally in the background.
To be honest, I feel a bit lost not changing dressings, changing catheters, drawing blood, collecting urine, giving enemas, driving samples to the lab, not prinking anyone for INR/blood sugars, and giving shots. Seriously?!? Yes, I miss the interaction with patients and the opportunity to teach, encourage, and offer hope!
BUT...after starting my temp. job here at the VNA in the Managed Care department, and getting to know the other nurses I work with, I came to learn that I continue to make a difference every day in my patient's lives!
We (Managed Care Nurses) advocate for more visits. We make sure there will be authorization for more visits. We interact with nurse reviewers from the different insurances to make sure our patient's benefits are not denied to them. We interact with our VNA nurses and get to hear about the patients...and we really understand that it's a team effort.
There is no question about how much we make a difference in our patient's lives, from birth to death. No matter what care setting we work in, being a nurse is not just a job, it's who we are.
To me Nurse's Week is an opportunity to celebrate, to remember, and to recognize our profession and our nurses. It's time to let it all sink in and remember that regardless where , when, or how long you have been a nurse, we are in such great company. It's time to think of Florence Nightingale (a woman totally ahead of her time), Clara Barton, and Lillian Wald...just to name a few. Lillian Wald and her group of nurses were pioneers in public health nursing and founded the Visiting Nurse Service of New York. She was so much more than a wonderful nurse. I hope you take some time this week to read her story, and those of others who have made our profession what it is today!
I hope you take the time to appreciate and recognize the nurses you work with. I hope you share a memory or two of those special moments you had with your patients. I hope you remember the cards and words of appreciation from your patients and families.
To all my fellow nurses: Happy Nurse's Week! You are appreciated! If you don't believe me...just remember what was rated as the Most Honest and Ethical Profession 13 years in a row!
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Beverly Salate Participates in BioMed Central Public Health Publication
The Safe Home Care Project team shared with us a recently published peer-reviewed article: Understanding sharps injuries in home healthcare: The Safe Home Care qualitative methods study to identify pathways for injury prevention which was published in BioMed Central Public Health in April 2015.
The article is available as "open access" (can be read, downloaded, and shared at no cost) at:
Bev Salate, Clinical Services Manager and Infection Control Officer, was interviewed during the research phase of the project and her contributions were noted as "instrumental" by Pia Markkanen, ScD, one of the article authors. Great work Bev!
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May 5th is Annual Clean Your Hands Day |
Washing your hands is the best way to stop the spread of infection! When hands are visibly soiled:
- Soap and Water: Cleanse hands for 20-30 seconds with vigorous friction
- Hand Sanitizer: Cleanse hands for 30-50 seconds (must be at least 62% alcohol to be effective).
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FUND DEVELOPMENT
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Benefit for VNA Care Network Features Live Music and Dance Demonstrations at Private Home
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Live music by pianist Nathan Johnson and Just In Time and dance demonstrations in salsa, rhumba and more are just part of the lineup for the third annual spring benefit for VNA Care Network at 7 p.m. Saturday, May 9, in a private Danvers home.
Guests will get to step inside 10 North Street, Danvers, a private home that's been featured in The New York Times and Chronicle. The residence incorporates architectural finds from mansions and other buildings throughout the approximately 13,000 square feet.
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Just In Time will bring memorable melodies from the American Songbook to life. Pianist Nathan Johnson will also perform. Johnson has been a guest soloist with the Utah Symphony, Utah Philharmonia, New America Symphony, American West Symphony and Murray Symphony.
Salsa, rhumba and foxtrot will be among the dance demonstrations during the event. Guests may take a spin on the dance floor and receive informal instruction from the evening's performers.
Live and silent auctions, heavy hors d'oeuvres and dessert round out the evening. Tickets are $50 per person and may be purchased at www.vnacarenetwork.org or by calling Beth Sobezenski at 888-663-3688, X1361.
Mark Your Calendars - the 2015 spring schedule of benefits include: - 28th Annual Gloucester Pride Stride on April 26 - To sponsor a walker or join VNA Care Network's team, contact Sheila McCarthy at 888-663-3888, ext. 1304 or smccarthy@vnacarenetwork.org.
- 23rd Annual New England Coffee Golf Classic on May 11 - Cost is $250 per player. Registration form and more details at www.newenglandcoffee.com/golf.
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HUMAN RESOURCES
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Employee Advisory Team Suggestions
To suggest an area of focus to the Employee Advisory Team (EAT), please email your suggestion to EATSuggestionbox@vnab.org. Suggestions can include ideas to improve current processes and procedures, remove redundancies, or even to provide feedback on something you think is/is not working.
Please feel free to discuss any issues that you would like brought to EAT with the following members of the committee: - Ellen Cavalier
- Michelle Coote
- Kelly Frew
- Jenny Highland
- Mary Helen Mahoney
- Becky Manning
- Susan Marlin Procter
- Annemarie Martin
- Mary McCarthy
- Ilona O'Connor
- Mae Powers
- Maria Rodrigues
- David Rose
- Chris Schultz
- Danny Yan
EAT is also on the lookout for new members. If you're interested in participating, or for more information on what EAT is all about, please reach out to any of the members listed above. Meetings are held monthly and alternate between the Charlestown and Braintree offices.
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Job Postings - VNA Care Network and VNA Hospice Care
To learn more about career opportunities, contact a human resources representative:
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Job Postings - VNA of Boston and VNA Hospice Care
To learn more about career opportunities listed in the links above, contact Debbie Brown, Human Resources Manager at dbrown@vnab.org.
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QUALITY AND RISK MANAGEMENT
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Does the patient have a Surgical Wound? Update from CMS for M1340
By Carol Morris, Patient Care Manager and Marilyn Bowden, Patient Care Manager
In the April 2015 Quarterly OASIS Q&As, a question asked when in a situation where steri-strips completely obscure the incision preventing assessment of the surgical wound, if a clinician needed to obtain a physician order that the steri-strips were a non-removable dressing in order to score M1340 (2) surgical wound known but not observable due to a non-removable dressing/device?
In the past CMS issued guidance instructed when steri-strip placement prevented sufficient visualization of the incision, the wound could not be scored as (2) not observable in the absence of physician orders to not remove the strips for assessment.
The updated guidance now instructs "If the steri-strips completely obscure the incision, or obscure the incision to the point that the assessing clinician is unable to visualize the incision well-enough to determine the healing status, then M1340 - Surgical Wound should be reported as Response 2 - Surgical wound known but not observable due to non-removable dressing/device."
CMS emphasized that steri-strips are skin closures, not a dressing or device, but that the limitations of M1340 responses make (2) the best response in the situation; therefore, a physician order to not remove steri-strips is no longer necessary.
Please contact your Patient Care Manager with any questions.
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VNA HOSPICE CARE
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All Staff Invited to Attend Hospice Memorial Service
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