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July 6, 2015
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Volume 4, Issue 27
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SERVICE EXCELLENCE
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Service Standard of the Week
Customer Loyalty:
We ensure that our customers are the priority focus at all times by anticipating their needs and delivering exceptional service.
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Exceptional Things Happen When We Work Together!
By Wendy Drake, Rehab Services Manager and Service Excellence Champion
Have you ever entered a patient's home and found out pretty quickly that more needed to be done to help this patient?
Well, that happened to one of our Admission Nurses here in Worcester. Shannon Jannery, RN, was given her admission packet and paperwork to go out and see a young female who was just released from the hospital after a subclavian blood clot. Shannon called her and while confirming her time and address, she found out that the patient was in fact homeless. The patient was on the street. The patient had spent the cold night in the library's parking lot, after being discharged from the hospital to find out her landlord had evicted her. Shannon ensured her she would make some phone calls to try and help her situation. She called her Clinical Services Manager, Peg Quinlivan, who was able to call the local homeless shelter to secure a space for this patient that same day. Dianne Protanno, MSW, was also called to assist. A relationship with the Worcester homeless shelter was recently strengthened through efforts by Amy Briggs, Transitional Care Manager, to have a protocol and contact information for the shelter to assist in these situations. The patient was provided a space at the shelter the same day and our evening RN admitted the patient. This patient was very sick and very grateful for the care this team provided her. She was compliant with all of her nursing visits and we were able to get her INR stabilized. This is a great example of how multiple departments and multiple agencies can work together in the interest of providing the patient exactly the care she needs.
Exceptional things can happen when we all work together! Shannon, Dianne, Amy, and Peg all provided exceptional service! Thank you!
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Submitted by Peg Quinlivan, Clinical Services Manager, on behalf of a grateful patient Dear Ms. Quinlivan - I recently had the pleasure of working with Melisa Mantha, Nurse and Colleen Jean, PT, DPT. I just would like you to know that both these ladies were kind, professional, and encouraging and they are both assets to your organization. I am grateful for the both of them and their part in my recovery.
Submitted by Judy Sojack, Patient Services Manager, in honor of Lisa Navarro, MSW
I wanted to let you know that you are being added to the DWN Team Kudos Board. Mary Ann Pels is very appreciative of your intervention for Mr O.E. She tells me that she was very concerned about his fragile psychiatric status and you got his psychiatric appointment moved up from 10/7 to 6/30. Incredible effectiveness and advocacy!
Submitted by Michele Mecuri, Clinical Services Manager, on behalf of a grateful patient
I would like to start by saying I have just experienced my first hospitalization. When I said I would like the first month in home rehabilitation; little did I realize what excellent care I was going to receive. VNA is a superb organization with an amazing staff! I was discharged Sunday, May 24, Memorial Day Weekend. The next day when Memorial Day was observed, I had representatives from both nursing and physical therapy come to see me and obtain information. I was very impressed. Thank you so very much, I cannot praise you and your staff highly enough. They have me well on my road to recovery.
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AGENCY ANNOUNCEMENTS AND UPDATES
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MOVING FORWARD UPDATE
Issue 30 - June 30, 2015
I am writing to announce several exciting organizational changes in the Atrius Health Office of the CMO, effective July 1, 2015.
Emily Brower has been promoted to Vice President, Population Health, reporting to me. Emily has been with the organization since 2010, first as a Senior Director, Clinical Improvement Ventures and then in 2012 as Executive Director, Accountable Care Programs. In her latter role for the past three and one half years, she has ably led the Atrius Health effort as a Pioneer ACO. Our ACO programs have steadily advanced our ability to care for our geriatric patients, extending beyond just ACO patients to our Tufts Medicare Preferred, Dual eligible, and commercial 65+ aged patients. Working with a small team that has orchestrated multiple workgroups and harnessed the efforts of many other clinical and administrative leaders, Emily has provided very energetic and steady leadership to the entire ACO process, from our relationship with Medicare to the complex data and financial issues to clinical program development. As result, Atrius Health has gained recognition as one of the Pioneer ACO leaders nationally, ranking second in quality nationally (first in New England), and recently recognized as being one of the top three Pioneer ACO's in saving Medicare costs nationally.
As a result of these efforts and in recognition that the lessons learned in the Pioneer ACO effort in managing populations must be extended more broadly to all of our patients, we are transitioning theACO teamto a newDepartment of Population Healthas part of Moving Forward with the new Atrius Health. Emily will partner with me in leading this department that is envisioned to eventually organize our population care management programs across Atrius Health, in coordination with the regions and sites, to be highly effective, coordinated, and a future model for health care organizations nationally.
Prior to coming to Atrius Health, Emily served for 15 years with Urban Medical Group as Chief Operating Office and Director of Finance and Operations She received her BA from Smith College and MBA from Stern School of Business at New York University.
Peggy Chou, MD, who has played an interim role in medical management since Kate Koplan's departure, will become the Medical Director of Medical Management for Atrius Health and continue to report to me. Peggy's work for the past year and half has included coordinating our hospital strategy, working with specialty directors around specialty costs, providing utilization data to groups and regions to help them understand their TME costs, collaborating on a number of projects with the ACO team including those on Osteoporosis and Chronic Kidney Disease, and working closely with Clinical Pharmacy on high cost drugs such as those for hepatitis C. All these initiatives have helped to keep the focus on ways to reduce our TME by providing information and consultation to the sites and regions. In her evolving role, Peggy will be taking on additional responsibilities.Amy VachonandMarianne Lee, Co-Directors of the Clinical Pharmacy program, will now report to Peggy. This partnership of medical leadership and clinical pharmacy is particularly important in the context of extremely expensive specialty drugs as an emerging focus in Clinical Pharmacy. Peggy will also take on responsibility for managing our preferred ambulance program, working withAnna Marinillion this effort. I envision other preferred vendor programs over time (Durable Medical Equipment (DME), etc) also being coordinated by Peggy and her staff. Finally, Peggy will be collaborating withElaine Goddard, Senior Director of Revenue Operations, as the physician lead working with clinical operations to improve our coding of diagnoses for both clinical and payment revenue purposes. As we take on more pay-for-value contracts, coding is a critical key to our success by recognizing the degree of illness of our population and there will be undoubtedly more focus on this in the coming months.
Debbie Nolan, NP will be taking on the responsibility of Interim Chief of Geriatrics for the Skilled Nursing Facilities/Intensive Home Based (IHB)/Palliative Care/Ambulatory Geriatrics programs, reporting to me. Pippa Shulman, MD, the current chief of geriatrics, will completely transition to the Innovation Center effective July 1. Debbie is a seasoned and experienced clinician and administrative leader who has served in various capacities over the past three decades including administrator of West Roxbury/Chestnut Hill, administrator to the geriatric programs, and Associate Nurse Leader of the IHB/SNF program. She played an important role in the creation of the IHB program over a decade ago and is a certified nurse practitioner in adult and geriatric care. She is highly regarded as a skilled clinician in these programs and I am appreciative of her willingness to take on this role while a search for a permanent chief of geriatrics is completed.
Please join me in congratulating Emily, Peggy and Debbie in their new responsibilities!
Rick Lopez, MD
Chief Medical Officer, Atrius Health
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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Celebrating Atrius Health
Atrius Health is sponsoring "Celebrating Atrius Health" week to serve as a celebration of the July 1st merger of the legacy groups (Dedham Medical, Granite Medical, and Harvard Vanguard Medical Associates), and in recognition of the hard work and dedication all staff have exhibited during the process.
Each Atrius and VNA site is celebrating this huge milestone throughout next week. Below is the schedule of events for VNA sites. Breakfast or lunch and cake will be served. There will also be a small memento of this event for each of you. If you will be on vacation or cannot make this celebration, please let your office's party champion know and they will reserve the memento for you.
Date
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Celebration
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Office
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Champion/Contact
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Monday, July 6
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Lunch
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Danvers Office
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Elizabeth Sobezenski
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Monday, July 6
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Lunch
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Worcester Office
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Janet Bovaird
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Tuesday, July 7
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Lunch
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Woburn Office
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Pam Anderson
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Tuesday, July 7
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Lunch
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Gloucester Office
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Rosalie Imbrunone
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Tuesday, July 7
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Breakfast
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Weymouth Office
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Becky Manning
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Tuesday, July 7
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Lunch
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New Horizons
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Theresa Quinn/Laura Lawrence
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Wed, July 8
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Lunch
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Charlestown Office
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Kelly Frew/Linda Britt
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Thursday, July 9
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Lunch
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Southborough Office
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Stephanie Jackman-Havey
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Thursday, July 9
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Breakfast
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Quincy Office
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Sherry Leggett
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Friday, July 10
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Lunch
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Needham Office
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Beverly Riley/Geri Spina
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Friday, July 10
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Breakfast
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Leominster Office
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Stephanie Premo
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TBD
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TBD
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de Rham Home
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Diane Bergeron
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TBD
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TBD
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Rose Monahan Home
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Diane Bergeron
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TBD
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TBD
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Tippett Home
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Diane Bergeron
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This is a great opportunity to not only celebrate the merger of the physician groups, but also the strong and collaborative relationship between the VNA and Atrius.
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CLINICAL SERVICES
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Clinical Services Announcements and Updates
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Reminder: McKesson System Upgrade for VNAB Home Care July 15th
By Kathy Schuft, Clinical Application Specialist
The McKesson upgrade has been rescheduled for the night of Wednesday, July 15th. Changes for clinical staff were communicated in the Connecter dated Tuesday, June 23rd. They will be re-posted in the Connecter the week of the upgrade. There will also be a small work-around posted for rehab service orders to overcome a problem that was detected. Please note correction below for IPad users vs. Laptop users. hese are the details regarding the update:
Here is what you need to know about the night of the update:
- The system will be shutdown at 9pm sharp on Wednesday, July 15th
- During the shutdown the following systems will be unavailable:
- Horizon Homecare for VNAB & Hospice
- TeleHealth Interface
- WebChart
- Web Referrals
- Laptop Users:
- Full detail and instructions regarding the ESD transfer will be communicated in an email.
- As you are already aware the ESD transfer will need to be performed in the office via network cable and will take about 30-45 minutes. Further detail to follow.
- iPad Users and Office Staff:
- You must be signed out of the system by 8:45pm to avoid losing any documentation
- Please do not log on again before 6am the next morning
- You will be required to change your McKesson password when you log in.
If you have any questions please contact Kathy Schuft at 617-886-6968 or kschuft@vnab.org.
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Stay Safe Out There!
By Beth Mena, IV Clinical Services Manager
Our IV trained home care nurses collectively administer world class care with exceptional outcomes for our IV patients. I want to thank each and every one of you for caring to provide exceptional service. It has been a pleasure to manage the service and see it excel. As was cleaning my office for Elizabeth Dow to take over, I came across three notes on my bulletin board I want to share.
One of the funniest quotes came from Nurse Bill Maher one day when he was describing a patient's ability to learn: "He makes the Neanderthal man look like a Beacon Hill aristocrat".
Another came from Nurse Julie Dwyer on a challenging day: "We are fraught with peril here".
Thirdly, a simple mantra of sorts: Preparation. Positioning. Prayer.
This works well for so many things in life; and certainly for me, what I do before I start an IV or do a difficult lab draw.Thanks for all you do and STAY SAFE out there!
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IV Information Infusion
By Elizabeth Dow, IV Clinical Services Manager
Related to the summer months:
Happy Summer!
Please remember that all materials expand and contract with heat and moisture, not just wood. Sometimes the clave caps on your IV's will be very difficult to change in the hot humid weather. The hub of the line will expand faster than the harder plastic of the clave cap causing increased friction.
Tricks to help you include:
- Scrubbing not just the hub but also the entire clave and upper end of the line, heat the whole thing up. (bring both to the same temperature)
- Apply a tourniquet to the distal end of clave to increase your grip on the cap when twisting off.
- Ask your area CSA if you can borrow the Kelly clamps, each office has at least one pair.
- Call your IV coordinator for help.
If you have any questions or concerns please reach out to your IV Coordinator or myself for clarification and assistance. The IV team is here for you!
- Elizabeth Dow - 774-463-7350 cell
- Donna Muscente - 617-827-7523 cell
- Leanne Henderson - 781-697-1749 cell
For VNACN Clinicians:
The resources material folder on your laptop has been updated to include updated OASIS directives, the user manual for the CADD Legacy Plus ambulatory pump, and the updated 2014/15 IV resource guide. The guide will be updated again soon as we have some new members to the team. Please remember that this folder is a very useful guide for review, and can be used in the home as it does not require internet connection.
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FACILITIES
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New ID Badge System Being Installed in Southborough
Southborough Location will have the new ID/Access Card System going on line Thursday, July 9. More information will be provided in the next few days on obtaining your new IDs. Please contact Lorraine Potter with any questions at 508-751-6826 or lpotter@vnab.org.
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FINANCE
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Reminder: New Accounts Payable Email Address and Check Request Form
The accounts payable department has a new email address, AP@VNACareNetwork.org. If you need to submit an invoice, or have follow-up questions about an open invoice, you should use this new email address for both internal and external check requests.
If you possess an agency-issued credit card, we ask that you also submit those receipts to this email account. Cardholders are reminded to submit their monthly receipts in order to assure expenses are coded to the appropriate accounts.
Also, if you are working with a new vendor, please request a W9 form and send the completed document to the accounts payable department for filing. This is to ensure we have all vendors checked in the Office of Inspector General as well set up for proper exemption status.
All paper invoices should be mailed directly to the accounts payable department; 333 Turnpike Rd Southborough MA 01772. Having them mailed directly to the Southborough office ensures invoices get processed accurately and timely.
A check request form for all entities/divisions can be found in by clicking here for a Word document and clicking here for a PDF. Thank you for your cooperation.
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FUND DEVELOPMENT
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Daughter inspired to give back after mother's care at Tippett Home
Dr. Carol Ann Paul, a biologist, understood exactly what would happen to her when she received the diagnosis of amyotrophic lateral sclerosis, more commonly known as ALS or Lou Gehrig's Disease.
As the illness progresses, motor neurons die, keeping the brain from beginning and controlling muscle movement. There is no cure for ALS.
In less than a year, Carol was bedbound and breathing with difficulty. She needed significantly more care than her family could provide on their own. Carol began receiving care at home from VNA Hospice Care, but then decided to move to the Stanley R. Tippett Home, one of three hospice residences operated by VNA Hospice Care.
Carol passed away at the Tippett Home on May 14, 2013, surrounded by her family, Robert, her husband of more than 56 years, and her four children.
"The Tippett Home staff was so good to my mother and so good to us. ...The experience was so overwhelmingly positive, I wanted to give back," said Christine Paul Tetreault, one of Carol's daughters.
Christine began volunteering about 10 months later for the Needham Community Cabinet. The group helps raise awareness of and funds for our home health care and hospice services.
Christine helped plan a concert in honor of the Tippett Home's 20th anniversary in fall of 2014, raising over $36,000 for end-of-life care. This year, Christine and the Cabinet are organizing a jazz concert and cocktail party at the Needham Golf Club on Sept. 25. (Learn more and get tickets at: http://www.vnacarenetwork.org/news/news/jazz )
We also have Community Cabinets in Cambridge, North Shore/Cape Ann and Worcester, and Friends Groups in Winchester and Woburn. If you know a former patient or family member who might want to get involved, please contact Jane Woodbury, vice president of Fund Development, at 888-663-3688, ext. 1360 or jwoodbury@vnacarenetwork.org.
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HUMAN RESOURCES
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Mutual of America Onsite in Weymouth
Michael Maguire, our Mutual of American retirement plan representative, will be in the Weymouth office on Monday, July 20, 2015 from 8:00AM to 3:00PM.
To make an appointment to meet with him please call 508-366-2418 or email him at
michael.maguire@MutualofAmerica.com
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Employee Referral Bonus up to $5,000!
Employee referrals are often the most successful way for us to find the best candidates for open positions. Demand for physical therapists and nurses continues to be issue throughout the industry and the VNA is no exception.
In order to attract and retain new RNs and PTs, we are offering an employee referral bonus of up to $5,000!!! Certain conditions apply and the bonus will be paid in equal installments to eligible employees at the new recruits three and six month anniversaries.
Please contact Cheryl Milas at cmilas@vnacarenetwork.org or Debbie Brown at dbrown@vnab.org for more information.
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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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Job Postings - VNA Care Network and VNA Hospice Care
To learn more about career opportunities, contact a human resources representative:
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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:
- Kelly Frew
- Mary Helen Mahoney
- 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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QUALITY AND RISK MANAGEMENT
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MAHC-10 (Falls Risk Assessment) and PHQ-2 (Depression Screening) Reminders
Maria Dunn, Patient Care Program Manager
- The MAHC-10 and the PHQ-2 are always fully and accurately completed during visits (when highlighted in PINK in Encore).
- Answers to the MAHC-10 and the PHQ-2 assessment tools are always consistent with and support:
- Clinical documentation
- OASIS answers
- Treatment Plan (POT)
- MAHC-10 and the PHQ-2 assessments are forwarded to Atrius for continuity of our patient's care.
- In Encore, if a change in patient condition indicating an updated assessment and the MAHC-10or the PHQ-2 are not highlighted in pink:
- Simply select and complete either tool during any visit on the Risk/ADS tab
- Our patient's successful Plan of Treatment is dependent on a comprehensive assessment which always includes a MAHC-10 and the PHQ-2!
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QI SUPPORT
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Covering Office
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Name
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Email
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Office Phone
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Position
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All VNAB
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Hughes, Kim
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kcao@vnab.org
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617-886-6501 x5419
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QI Support Coordinator
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All VNACN
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Schultz, Chris
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cschultz@vnab.org
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617-886-6501 x6527
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QI Support Coordinator
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All VNACN
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Rao, Shamala
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srao@vnacarenetwork.org
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508-756-7176 x6876
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QI Nurse
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