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For internal use only. Please do not distribute.
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Weekly Newsletter for Employees of VNA Care Network Foundation
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To ensure you're seeing the Connecter in its entirety:
- PC Users: right-click on the download images button at the top of this email.
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CONNECTER
ARCHIVES
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Below is this week's issue of the Connecter newsletter, which is required reading for all employees. The next edition will be published on Monday, November 23, with articles due to connecter@vnacarenetwork.org by Friday, November 20. |
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KEY DATES THIS WEEK:
- Tuesday, November 17: Town Meeting > Charlestown office
- Tuesday, November 17: Charlestown Flu Clinic
- Tuesday, November 17: Southborough Flu Clinic
- Tuesday, November 17: Southborough OASIS
- Tuesday, November 17: Weymouth OASIS
- Wednesday, November 18: Leominster Flu Clinic
- Wednesday, November 18: Needham Flu Clinic
- Wednesday, November 18: Medispan Update
- Wednesday, November 18: Charlestown OASIS
- Wednesday, November 18: Leominster OASIS
- Wednesday, November 18: Quincy OASIS
- Thursday, November 19: Southborough Flu Clinic
- Thursday, November 19: Worcester Flu Clinic
- Thursday, November 19: Worcester OASIS
- Saturday, November 21: Southborough Carpet Cleaning
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The correct answer to "How many new office-based employees have joined VNA Care Network Foundation since the beginning of 2015" is 72. Congratulations to the lucky winner Melisa Mantha, RN in the Worcester office.
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IN THIS ISSUE:
SERVICE EXCELLENCE
ANNOUNCEMENTS AND UPDATES
CLINICAL APPLICATIONS
CLINICAL SERVICES
FUND DEVELOPMENT
HUMAN RESOURCES
INFORMATION SYSTEMS
QUALITY AND RISK MANAGEMENT
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November 16, 2015
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Volume 4, Issue 46
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Service Standard of the Week:
Professional Language
We communicate with respect and courtesy to colleagues and patients. We address patients, families, and customers based on their preference, using Mr., Mrs., Ms. or their preferred name.
Attributes of Professional Language: - Convey professionalism by using verbiage that enhances the patient experience.
- Careful not to use inappropriate words/phrases like - Hon, Honey, Sweetie, Darling, Girlfriend, etc.
- Be polite in speech using words like "please" and "thank you."
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Taking a Deep Dive into Professional Language
By Dave Hanley, Computer Operations Manager and Service Excellence Champion
Each of us varies at least somewhat in our beliefs about what is appropriate language in any situation. This is why having a workplace standard makes sense in striving to convey a consistent, professional image across, and outside of, the organization. But the devil (as always) is in the details. What's good for one may not be good for another, and the standard makes that distinction: "We address patients, families...based on their preference." Where one Mr. Jones may prefer to be called Mr. Jones, another might rather be called, for example, "Bob" or "Robert." It requires attention to context and the need for awareness in each encounter or situation. Defer to your Mr. or Ms./Mrs. Joneses. I think the subtext of the standard might read like this: Communicate with others using language in a way that will leave them knowing you were attentive, you were interested, you cared, you respect them, and you are willing to take whatever action you are empowered to when needed and appropriate to see that their needs and expectations are met or exceeded. That right there is service excellence.
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Service Excellence Champion Group
The Service Excellence Champion group meets monthly to discuss ways to further our organization's commitment to exceptional service excellence. Please contact the Champions listed below if you would like to have an initiative or issue reviewed at the next meeting. Thank you!
- Debbie Brown
- Katie Callahan
- Jen Casper
- Simone Charpentier
- Lori DeRosa
- Wendy Drake
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- Jill Enwright
- Kelly Frew
- Dave Hanley
- Brielle MacDonald
- Cheryl Milas
- Mary Ann O'Connor
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- Adele Pike
- Lorraine Potter
- Dave Rose
- Kathy Souleotis
- Geri Spina
- Charlvic Williams
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Submitted by Lisa D'Eramo, Patient Accounts Representative in the Southborough Office
I would like to recognize Diane Gerber in Medical Records. Diane is a great asset to the VNA team! Whenever I need something from medical records to process my billing, she is right on top of it! I appreciate all that she does and I feel lucky having her as a coworker.Thanks Diane!
Submitted by Paula Schulz, Director of Clinical Services
A big THANK YOU from the Leominster office to the Referral Center for the extra efforts on Thursday, 11/12. The Leominster office had a power outage for three hours in the afternoon which certainly impacted workflow. So, the Referral Center brought all new intakes to Leominster Friday morning.
Jen Wisel said:"It was so nice of them to take the initiative and help any way they could. I met Cathy at the door at 7:40am Friday and she gave me the printed referrals she had for our office. They went the extra mile and it was really appreciated."
Thanks so much for the Teamwork!
Submitted by Peg Quinlivan, Clinical Services Manager in the Worcester office, from appreciative family member of Worcester's Team 41
To the many VNA Staff: Thanks so much to all of you for your outstanding care of my wife Rita. Your effort was so appreciated by me and our in-house CNA's.
All of you made the last ten months worthwhile as we had Rita in our house.
With my best wishes,
Maurice M. (patient's husband)
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Scenes from the Street
Share your pictures from the office or the field with us by sending them to connecter@vnacarenetwork.org!
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| Hospice/Palliative Medicine Team members from this side of the Atlantic had the exciting pleasure of meeting with a group on Oncology Nurses from Denmark's Lillebaelt Hospital at the Elizabeth Evarts de Rham Hospice Home in Cambridge.
Front Row L-R from VNAHC: TylaAnn Burger, Cindy MacHenry, Nancy Barcelo, and Dr. Deb Turiano
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Lillebaelt is actually a collaboration of five hospitals within the Danish Healthcare System which is known for its focus on (1) Excellence in Care, (2) Patient Satisfaction and (3) Research. The nine woman visiting the Boston area are observing and learning about specifics of our health care system that relate to the care they provide their oncology patients, specifically the busy life of caregivers at the Dana-Farber Cancer Institute and the way our Palliative Outreach Program and Hospice Teams provides interdisciplinary support to end-of-life patients. It was an exciting morning of learning and sharing!
VNA Care Network and the Boxford Fire Department /Boxford Council on Aging have been selected as winners of the 2015 NFPA Remembering When™ Scholarship. The team recently attended a training conference on fire and fall prevention sponsored by the National Fire Protection Association (NFPA). The conference, Remembering When™: A Fire and Fall Prevention Program for Older Adults, brought together teams from 30 communities across the United States and Canada for the training. Teams are composed of at least one member of the fire department partnered with an individual from an agency within the community that serves older adults.
Following the conference, the team will return to Boxford and conduct group presentations and training sessions to prepare additional facilitators. Team members will also personalize the Remembering When messages during home visits and help older adults identify changes that will increase home safety.
Left to right: Pamela Blaquiere, Director Boxford Council on Aging, Joan Fitzpatrick, RN, VNA Care Network Foundation Preventative Health, and Lieutenant Michael Soltys, Boxford Fire Department
Below: members of 30 communities from across the U.S. and Canada who came together for the Remembering When conference |
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Erica Friend, RN administers flu shot to fellow employee Stuart Pynn, RN.
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| Amanda Gorman, CSA in Worcester, showing off new protective equipment.
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Valerie Green, RN in the Charlestown office, came across these signs of early spring yesterday...wait a minute, isn't it LATE FALL?!? Gotta love New England weather!
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ICD-10: We've Got a Code for That!
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| ANNOUNCEMENTS AND UPDATES |
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Town Hall Meeting Dates
See below for Town Hall Meeting dates, times, and locations. A location is still being worked on for the Needham office/Tippett home. All meetings will run from 8:30-10am. Please note that these meetings are an important communication vehicle and provides an opportunity to hear about important agency initiatives and updates, and as such, they are mandatory for all staff to attend. - Tuesday, November 17: Charlestown/deRham home > Charlestown office
- Tuesday, December 1: Danvers/Gloucester > Danvers office
- Tuesday, December 8: Worcester/Rose Monahan home > Worcester office
- Tuesday, December 15: Southborough/New Horizon > Southborough office
- Tuesday, January 5: Needham/Tippett > location TBD
- Thursday, January 7: Leominster > Leominster office
- Thursday, January 14: Woburn > Woburn office
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Welcome to Lauri Auer!
Please welcome to VNA Care Network Foundation Lauri Auer, Regional Manager of Transitional Care for the Central Massachusetts region. Lauri holds an MBA and recently served as the Consulting Vice President of Strategy and Advancement for skilled nursing and rehabilitation centers and group homes throughout the United States. She has over 25 years of leadership experience in marketing, business development, and strategy in the healthcare industry and said she looks forward to evolving in her role as the VNA continues its successful journey and tradition as a quality provider of home care and hospice services.
To reach Lauri, email her at lauer@vnacarenetwork.org or call 508-751-6885.
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Mandatory Competency for All Staff
By Brielle MacDonald, Education Program Coordinator and Adele Pike, Director of Education
MANDATORY COMPETENCY: MEDICARE ADVANTAGE - PRESCRIPTION DRUG FRAUD, WASTE, AND ABUSE Donna Peters shared with all in last week's Connecter that the MANDATORY MEDICARE ADVANTAGE FRAUD, WASTE, AND ABUSE competency is due NOW. It is available to every employee Agency wide on the ED PORTAL (see Donna's article in last week's issue for directions). EVERY EMPLOYEE (CLINICAL AND NON-CLINICAL IN ALL COMPANIES) NEEDS TO COMPLETE THIS MODULE BY DECEMBER 4th. It takes no more than 30 minutes. All managers are able to see how their direct reports are doing getting this competency completed, and we ask that managers track this. Here's how:
- Sign into the Ed Portal
- In the bar across the top (just to the right of center), click on REPORTS
- When the drop down list appears, click on TEAM REPORTS
- If your team name does not appear in the first box in the Group line, use the down arrow to pick your team from the pick list
- Leave User Box as ALL
- In the Program Box, use the down arrow to select MEDICARE ADVANTAGE from the pick list
- In the Status line, click ASSIGNED AND FINISHED
- In the Assigned line, click all 3 boxes
- Allow the portal to update the list, and then you will see who on your team has completed and who still needs to complete
- REMEMBER, ALL EMPLOYEES IN ALL SUBSIDIARIES NEED TO COMPLETE THIS COMPETENCY BY DECEMBER 4th.
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Staff Flu Clinics
1,040 staff have received their flu shot, or provided a waiver or proof of receiving the vaccine at another, non-VNA location.
VNA-sponsored clinics are coming to an end soon. Make sure you are in compliance with the VNA's policy by the December 1 deadline. Let's keep moving towards our goal of 100%!
Congratulations to last week's flu contest winner, Maureen Grensavitch, RN in the Worcester office!
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Office
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Day
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Date
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Time
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Location
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Charlestown
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Tuesday
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11/17/2015
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8a - 11a
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before/after Town Mgt
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Leominster
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Wednesday
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11/18/2015
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2p - 4p
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before/after OASIS
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Needham
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Wednesday
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11/18/2015
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9am to 3pm
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Wellness Area
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Needham
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Wednesday
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12/2/2015
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9am to 3pm
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Wellness Area
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Needham
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Wednesday
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12/9/2015
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9am to 3pm
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Wellness Area
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Southborough
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Tuesday
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11/17/2015
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1:30p - 4:30p
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before/after OASIS
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Southborough
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Thursday
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11/19/2015
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8:30a - 10:30a
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Board Room
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Worcester
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Thursday
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11/19/2015
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8:00a - 11:00a
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Main Auditorium
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Medispan Update for Encore/Delta Users
By Christine Day, Clinical Application Specialist
Attention Encore Users:
On Wednesday November 18, 2015, a Medispan update will be placed on the Server at 2 PM.
Please remember that this file will get picked up by your laptop with its first laptop sync after that time. It takes about 30 minutes to process onto your laptop. Please setup for your usual overnight communication Wednesday evening so that you will pick up the Medispan file overnight avoiding a potentially lengthy communication in the morning.
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Temporary Fixes for Some iPad Problems and McKesson
By Kathy Schuft, Clinical Application Specialist
Some clinicians have accidentally downloaded a new version of Citrix. This has caused a few new problems. Click FULL ARTICLE for a description of these problems. If you are having the problems listed, please use the work around as explained. The IS Department is working with Citrix on a solution.
If you need assistance please call the Clinical Applications Help line at 617-886-6730.
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Fall Risk and MAHC 10
By Judy Walsh, Director of Rehabilitative Services
Fall Risk - Establishing the most appropriate fall prevention plan for your patient.
- All of our patients are assessed for their risk of falling upon admission
- We use the MAHC 10 tool to assess this risk
- Most of our patients score 4 or greater, indicating a fall risk
- If a risk is identified, documentation is required explaining what interventions and/or referrals are recommended OR why no intervention is required
- The MAHC 10 tool has several categories which may contribute to someone's risk for falling
- Many of the patients who trigger as a fall risk are referred for Physical Therapy
- Some may benefit from other interventions or disciplines
- In order to offer some guidance to clinicians on making INDIVIDUALIZED referrals based upon their assessment results and identified risk areas, a group of clinicians developed the MACH 10 Quick Reference Guide
- Using this guide, clinicians can customize their immediate interventions before they leave that first visit based on the section(s) of the assessment which indicate that that individual patient is at risk for falling
- As always, clinicians should explain the results of the assessment to the patient so that they understand the specific risk areas, what they can do to stay safe and the reason behind any referrals to other disciplines
- To view the guide, click HERE
Watch for more info coming soon to a team meeting near you!!!
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Hand Hygiene Surveillance
By Susan Stiller, QI Specialist and Infection Control Officer
173 audits were completed July, August and September 2015 by supervisory and mentoring staff. Compliance was very good showing excellent compliance with hand hygiene standards.
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Audit Criteria
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Results
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Compliance
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Liquid soap, hand gel, and paper towels are available in the clinician bag for use.
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173/173
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100%
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Clinician washes hands before and after direct patient care and when in contact with inanimate objects in the patient's immediate environment.
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171/173
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98.8%
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Clinician washes hands prior to procedures and after removing gloves used in patient care.
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157/157
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100%
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Clinician washes hands each and every time before entering clinician's bag.
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172/173
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99.4%
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Hand hygiene is completed covering all hand surfaces. Alcohol hand gel: apply adequate amount on hands and rub all surfaces until dry. Soap and water wash is for at least 20 seconds and hands dried with a single use paper towel.
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108/108
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100%
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Nails are short, clean and free from nail extensions, artificial nails or chipped polish.
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172/173
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99.4%
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They're Here: COPD Self Care Workbooks!!
By Mary Ambrefe, Clinical Pharmacist
The newly updated COPD Self Care Workbook is now available for distribution to patients. This tool, which meets our agency health literacy standard, is intended to support teaching around this chronic condition. Teaching sections have been updated and reflect best practices. Be sure to check out the new section on medications. Look for them in the coming weeks in your office where patient teaching tools are kept!
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Change to Tufts Medicare Coverage for Normal Saline
Tufts Health Insurance will no longer cover Normal Saline for wound care. They will cover a wound cleaner. With doctor's orders you may use a wound cleanser instead. The cleanser is Hollister's Restore Wound Cleanser 8 oz bottle. IF a physician insists on NS, the patient will be responsible to purchase it themselves.
Any Questions please contact Carol Jones at 978-777-6100 X1257.
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Ranging Home Health Aide (HHA) Orders/Visits
By Amanda Burke, HHA Services Supervisor and Christine Day, Clinical Applications Specialist
A recent audit showed that the HHA frequency orders are out of compliance with the actual HHA visits. The conditions of participation state that when the service is less than the order (i.e., the order is for 3x/week and the aide visits 2x because the patient has a doctor's appt) we are supposed to notify the MD that the aide did not go 3x's this specific week. Sounds convoluted right? Click the button below to see the full article.
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Ice Treads
Please take a few minutes and look in your winter items to make sure that you have your ice treads from last year. If you need a pair, contact Linda Britt at lbritt@vnab.org in the Charlestown, Weymouth, Woburn, and Quincy offices. For all other office locations, contact Mary Antanavica at mantanavica@vnacarenetwork.org.
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Carpet Cleaning
The Facilities Department will begin cleaning carpets this week. This will mostly take place on weekends or after hours to minimize the inconveniences involved. The schedule for the carpet cleanings as follows: - November 21 - Southborough 7:00am-11:00am
- November 28 - De Rham 3:00PM-5:00PM
- December 1 - Needham 4:30pm-8:00pm
- December 5 - Children's Garden 8:00am-10:00am
- December 8 - Charlestown 8:00pm-10:00pm
- December 11 - Danvers 4:30pm-8:00pm
These dates are weather permitting. If we need to, we will reschedule as soon as possible. We will let you know when we schedule the other locations as well. If you have any questions, please contact Tim Anderson at 508-756-7176 X6961. Thank You. |
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Check Out VNA of Boston in Monday's Boston Globe
VNA of Boston hosted the 10th annual Heroes in Health Care Gala Saturday night at the Mandarin Oriental Hotel in Boston. The Boston Globe's Names column featured the event.
Pictured are Gala co-chairs Loriann Meagher (left) and Linda Hope-Springer (right) with Cory Cook. Cory was paralyzed in an accident, but is able to stand and walk using an exoskeleton produced by ReWalk Robotics. The company's CEO, Larry Jasinski, was one of this year's Heroes. Also honored were Dr. Edward Benz, Jr., president and CEO of Dana-Farber Cancer Institute, and Third Rock Ventures cofounders Mark Levin, Kevin Starr, and Dr. Robert Tepper. Donations are still coming in.
Watch for more Gala coverage in next week's Connecter. |
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WebTime System Updates
The WebTime system will soon be getting a new look and feel. This new look will not affect how tasks are currently performed in the system, but certain options and tools have been moved to other areas of the screen to increase usability of the workspace.
Click here for an Employee Guide to the new interface
Click here for a Manager's Guide to the new interface
Questions? Contact HR Payroll representatives Crystal Wellwood at cwellwood@vnacarenetwork.org /508-786-0963 X5551 or Kelly Blake at kblake@vnacarenetwork.org /508-786-0693 X5554. Crystal and Kelly can also help reset your password if you accidentally get locked out of your WebTime account.
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Open Enrollment
We are in the final stages of determining health insurance benefit information for 2016. Stay tuned in the coming weeks for more information in the Connecter as well as in-person sessions that will be scheduled in our office locations.
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Employee Referral Bonus Program Expanded to Include LPN, PTA, and COTA!
The referral bonus program has been expanded to include employee referrals for RNs, LPNs, PTs, PTAs, OTs, COTAs, and SLPs. If you would like to refer a friend, family member, or colleague, please inform the appropriate Human Resources Representative at your location prior to the applicant coming in for an interview. Please note, when two or more employees refer the same applicant, the referral bonus will be split equally amongst the employees. Referral bonuses are paid out after the referred employee's three and six month anniversary, as long as they are in a paid status at those intervals. Please contact Cheryl Milas at cmilas@vnacarenetwork.org or Debbie Brown at dbrown@vnab.org for more information.
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Job Postings - VNAB and VNAHC
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 - VNACN and VNAHC
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:
- Liz Bourne
- Ray Brackett
- Linda Britt
- Kim Dio
- Kelly Frew
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- Mary Helen Mahoney
- Susan Marlin Procter
- Mary McCarthy
- Ilona O'Connor
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- Mary Ann O'Connor
- Mae Powers
- David Rose
- Danny Yang
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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 in the Charlestown office.
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MIS Department On-Call Staff for this Week
For Encore issues including communications, Encore laptops, WebVPN and general technology
- Through Friday, November 20 11:59 PM - Eric Bromberg: (774) 463-7320
- Beginning Saturday, November 21 12:00 AM - Sean Carroll: (508) 868-0615
For McKesson issues including iPads and laptops and general technology (support is provided weekdays 6:00 PM to 10:00 PM, weekends and holidays 7:00 AM to 3:00 PM)
- Through Tuesday, November 17 10:00 PM - John Williams (617) 913-3003
- Beginning Wednesday, November 18 6:00 PM - Carol McDonald (617) 913-3003
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Attention iPad Users
A recent iPad software update from Citrix is known to be causing problems with iPad keyboard functionality.
Please DO NOT ACCEPT ANY OFFERS PRESENTED TO YOU FOR UPGRADES TO ANY SOFTWARE ON YOUR IPAD.
The MIS department is working aggressively to find a solution to this problem. We will inform you of any change in these circumstances.
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Phishing and Scam Reminders
We have had reports of Phishing emails that come with the subject Invoices Attached. If you receive these emails, please delete them immediately. Also, there have been reports of people receiving Scam Phone calls saying they are the IRS, this is a scam that is hitting both personal land phones and cell phones as well as business cell phones. The IRS will NOT reach out to you with a robocall. Please hang up on these calls. Please contact your local MIS representative with any questions or concerns.
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| QUALITY AND RISK MANAGEMENT |
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Encore Q&As for "Referral Paperwork Folder" Users
By Maria Dunn, Patient Care Program Manager
Q: Why is there a new folder?
A: The Referral Center Redesign A-3, a collaboration of several departments, identified goals included streamlining the Referral Center's incoming patient documentation, insuring that all referral/discharge information is scanned into the medical record, discontinuing the process of team support staff manually copying and mailing this documentation to medical records and increasing efficiency and accuracy of information getting into the record. These goals have been met with this new folder and related processes.
Q: Which departments were involved in making this decision?
A: Several departments including the Referral Center, Clinical, IT and QI/Medical Records. Click the FULL ARTICLE button for more Q&As.
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Update: CMS Regulation with HgA1C for Patients with DM Diagnosis
By Carol Morris, Patient Care Manager and Maria Dunn, Patient Care Program Manager
The purpose of this process is to meet the CMS regulation to obtain a HgA1C within 120 days of the first encounter with all diabetic patients and then every 120 days thereafter. Individual processes for Encore and McKesson can be found by clicking the FULL ARTICLE button.
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Q4 OASIS Schedule This is the final Q4 OASIS Education session schedule for each office. Please see your manager to register for a meeting site and time. The QI department is excited to review with staff the agency outcome scores and discuss what it means to each of us in our daily practice.
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Office
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Day/Date
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Time
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Presenter
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Charlestown
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Wed, November 18
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2 - 4pm
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Elaine Gardner
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Leominster
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Wed, November 18
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2 - 4pm
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Maria Dunn/Surabhi Saxena
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Quincy
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Wed, November 18
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8 - 10am
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Kyra Mihalik
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Southborough
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Tues, November 17
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2 - 4pm
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Maria Dunn/Surabhi Saxena
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Weymouth
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Tues, November 17
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8:30-10:30am
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Maura Vitello
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Worcester
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Thurs, November 19
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8:30-10:30am
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Christine Gill
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PATIENT CARE MANAGERS
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Name
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Email
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Cell
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Position
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Covering Office
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Bowden, Marilyn
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774-502-7478
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Patient Care Manager
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Danvers and
Gloucester
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Dunn, Maria
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508-688-2449
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Patient Care Program Manager
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Leominster and Southborough
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Gardner, Elaine
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617-680-1105
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Patient Care Manager
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Charlestown
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Gill, Christine
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774-502-5725
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Patient Care Manager
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Worcester
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Mihalick, Kyra
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617-913-6823
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Patient Care Manager
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VNAB Therapy
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Morris, Carol
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617-913-3006
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Patient Care Program Manager
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Quincy
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Saxena, Surabhi
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774-463-7336
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Patient Care Manager
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Leominster and Southborough
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Vitello, Maura
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774-502-7475
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Patient Care Manager
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Needham
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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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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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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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508-756-7176 x6876
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QI Nurse
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| November 16, 2015 |
The Connecter
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Volume 4, Issue 46
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FOLLOW US ON SOCIAL MEDIA!
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Confidentiality Notice: The Connecter newsletter is an internal communication intended only for employees of VNA Care Network Foundation and Atrius Health. Information contained within this newsletter includes confidential, proprietary, and privileged content. Unauthorized forwarding, printing, copying, distribution, and/or negligent handling is strictly prohibited and could result in disciplinary action.
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