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Weekly Newsletter for Employees of VNA Care Network Foundation
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CONNECTER
ARCHIVES
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, December 28, with articles due to connecter@vnacarenetwork.org by Thursday, December 24.

KEY DATES TO REMEMBER:
  • Tuesday, December 22: Encore Codeload
  • Monday, December 28: McKesson Update

IN THIS ISSUE:

SERVICE EXCELLENCE

December 21, 2015

Volume 4, Issue 51

SERVICE EXCELLENCE
SEStand
Service Standard of the Week:
Workplace Cleanliness

We maintain a professional, clean, organized work bag and work area, whether in the patient's home or in the workplace. 

Attributes of Workplace Cleanliness:
  • Your work environment is a reflection of you. Take personal responsibility for maintaining high levels of cleanliness throughout your work area.
  • Uncompromising levels of cleanliness are expected of everyone.
  •  

Champion
Employees Must Wash Hands...or NOT
By Geri Spina, Clinical Services Manager and Service Excellence Champion

I recently went out with some friends to a local pub in my town. It was not my first choice to go - mostly because every time in the last few months we went there, the food was cold and the wait long.

But we were with friends, it was extremely convenient (I could walk home from there) and it was the day after Thanksgiving and just maybe the place would have anticipated the need for extra help.

Well - I was wrong on all counts. But what I didn't expect was what I discovered in the bathroom. There was no soap. Never mind there was nothing for ME to wash my hands with - but that meant NOTHING for the employees to wash their hands with.

It isn't the slowness of the waitresses or the poor food that will not have me go back - it is that!

We have a handwashing tool that seems like it may be impossible to adhere to - wash your hands every time I touch a patient! How many times must we do that? And yet if look at the statistics below. While there is a world of Workplace Cleanliness practices we need to observe - the most fundamental and the one that can wreak havoc if not followed is handwashing. Do you want to be on the receiving end of these statistics??

While sharing in most cases is so worthwhile - this may be the only case it isn't!!



SEGroup
Service Excellence Champion Group

The Service Excellence Champion group meets monthly to discuss ways to further our organization's commitment to exceptional service excellence.

Key Initiatives Being Worked On:
  • Streamlining communication methods and tools
  • Town Hall Meetings
  • Service Excellence training for new employees
  • Improving the patient experience
  • Huddle strategies
Please contact the Champions listed below if you would like to have an initiative or issue reviewed at the next meeting. Thank you!
  • Ann Bohac
  • Debbie Brown
  • Katie Callahan
  • Jen Casper
  • Simone Charpentier
  • Lori DeRosa
  • Wendy Drake
  • Jill Enwright
  • Kelly Frew
  • Dave Hanley
  • Brielle MacDonald
  • Cheryl Milas
  • Mary Ann O'Connor
  • Adele Pike
  • Lorraine Potter
  • Dave Rose
  • Kathy Souleotis
  • Geri Spina
  • Charlvic Williams


spotlight

From Todd Thetonia, Hospital Referral Coordinator, to Lisa Carlson-Melanson in the Insurance Verification Department in reference to a particularly complicated patient case:

Lisa,

Thank you for all of your work on this case. The info you've gathered is invaluable to both the family and clinical staff here at BMC (and, of course, to me as well). I have shared this info with the discharging case manager and will see what the next step will be.

Your approach to your position, and to teamwork, is exactly what we need as we continue to merge into VNA CARE.Thank you!Have a great day,

Message sent to Mary Ann O'Connor from Jim Cosgrove, Board of Directors Member

The VNA continues to prove itself to be head and shoulders above any other, similar agency in the care of my sister at New Horizons in Marlborough and of my two nonagenarian, maiden aunts. 

The older sister, age 97 in Feb., after 9 transfers - hospital to rehab to asst. living to LTC to hospital for operation to rehab to asst. living to hospital to rehab, now at Holy Trinity for rehab after a fall last Thurs., but having been discharged earlier that week by VNA from nursing, PT and OT. The younger sister, age 94, presently on hospice program at 'home'.  

More than once it made what may have been a life-saving, and most certainly was a life-improving, difference.

Resident at New Horizons in Marlborough, MA said about Pauline Roy, PCA from Ute Park

She is wonderful and helpful aid. There when you need her. Always on time.

Resident at New Horizons in Marlborough, MA said about Barbara Escalante from Ute Park: 

She is wonderful and helpful aid. There when you need her. Always on time, calling me 15 minutes before escort for dinner to make sure I am ready.


Please send your notes of praise and recognition to connecter@vnacarenetwork.org.


SCENESScenes from the Street

Share your pictures from the office or the field with us by sending them to 
connecter@vnacarenetwork.org!



Needham's holiday celebration seemed to involve a lot of smiles and a selfie stick!



Southborough also enjoyed the festivities...and did something with paper plates... :)


Not to be left out, Charlestown, Quincy, and Weymouth got jiggy with it as well!



ICD10
ICD-10: We've Got a Code for That!

For those who love the thrill of the deals on Black Friday or returns after Christmas, you'll see this as a common code to use.


ANNOUNCEMENTS AND UPDATES
Telehealth
Official Launch of Newly Expanded Telemonitoring Program

Please see below for the official launch announcement of our newly expanded Telemonitoring Program with Atrius Health.


VNA Care Network Foundation Expands Home Telemonitoring Program 

VNA Care Network Foundation (VNACNF), in partnership with Atrius Health, is now offering a far more comprehensive telemonitoring program to better care for our shared patients, boost clinical outcomes, and prevent hospital readmissions.
 
The new program promotes early detection of new or worsening symptoms and applies appropriate clinical reaction and treatment from either VNACNF or the Atrius Health primary care team. In turn, this access to daily monitoring and care promotes quality of care and patient satisfaction while lowering the need for emergency treatment, and preventing hospital readmissions.
 
The newly expanded program maintains the Certified Home Telemonitoring Program but now includes the new Remote Patient Monitoring Program (RPM). While the two programs differ in a few ways, both expand access to telemonitoring services to a much wider population of patients. With the new RPM Program, a patient does not need to meet the certified home health criteria to benefit from telemonitoring; including homebound status.
 
To access this service for patients, simply call 800-728-1862 and a member of the VNACNF Referral Center will be happy to facilitate a referral to the best program for the patient. Please note that an Atrius Health clinician must be the one to initiate a referral for home telemonitoring services.

Case Study
Patient R.P. has suffered a long history of heart failure. In the past two years, the patient had been hospitalized once, lasting three days and amounting to a cost of $9,000. During that same time-period she had been to the ED twice, totaling $1,876. In April 2015, while admitted to certified home care without telemonitoring, the patient was once again hospitalized for heart failure. Upon being discharged from the hospital patient R.P. was readmitted to certified home care, but this time placed in the telemonitoring program, and has not been hospitalized since. In June, the patient no longer required certified home care services but was still at risk for rehospitalization, and so was seamlessly transferred into the RPM program. Since admission to the RPM program, patient R.P has remained both out of the hospital and the ED. She has also exhibited more independence in her care and verbalized how much more comfortable she is in self-care. The monthly cost of the RPM program is $300.
 
The RPM program has certainly contributed to patient R.P.'s good health. Her vitals remain stable and with constant oversight, have not fallen outside her physician's set parameters. 

Who Benefits from Telehealth?
This is a patient self-management system, which delivers daily remote monitoring of patients' blood pressure, pulse, weight, and blood oxygen levels tailored in accordance with individualized patient symptom management and care needs. The program is best suited for patients who have been diagnosed with COPD, hypertension, heart failure, those who have had a recent cardiac surgery, need assistance with cardiopulmonary medication adherence, and/or who have pneumonia or other respiratory complications. Additionally telemonitoring may also benefit patients who struggle with symptom management such as daily weight checks, monitoring blood pressure, and adherence to specific diets.
 
The program is built around a consistent and collaborative communication strategy between patients, VNACNF nurses, and the Atrius Health primary care team. While patients receive full 
training on the equipment, its basic, intuitive tools, including one-step automatic send capabilities, make it easy for a wide range of patients to understand its functionality. The system alerts the VNACNF nurse before a major medical event occurs and significant changes in vital signs result in an immediate communication to the patient and the doctor. 
 
Specific Outcomes
Our data shows that on average, Atrius Health patients admitted to home care with telemonitoring have a 0-4% rehospitalization rate in the first 60 days of care. The national acute care hospitalization rate for all patients receiving home health care services is 23%. For cost to the practice of $10 a day, patients have a greater success rate of staying out of the hospital and ED, thereby resulting in huge overall savings and greater patient satisfaction.



TH
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, January 5: Needham/Tippett > Needham office
  • Thursday, January 7: Leominster > Leominster office
  • Thursday, January 14: Woburn > Woburn office

 


Alchemy
Alchemy Document Retrieval Program
By Jennett Dorey, Manager, Clinical Records

It is hard to believe that it has been over 16 years since we implemented Alchemy - our electronic medical record storage and retrieval program.

Just to refresh everyone on the search and retrieval process for a patient, we have updated the instructions for your convenience. Click the FULL ARTICLE button for complete instructions.

Please feel free to contact me 508-751-6862 (or ext. 6862) or Diane Gerber at 508-751-6952 (or ext. 6952) in our Medical Records Department for any assistance.


CLINICAL APPLICATIONS
Codeload
Encore Codeload: Tuesday December 22
By Christine Day, Clinical Application Specialist

Important change Clinicians will see:
In the vital sign page you will see an option for Temporal Artery Temperature. QI has instructed DO NOT USE this selection and continue to use the other selections.



McKesson
McKesson Update for VNAB Home Care and Hospice Monday Night, December 28th
By Kathy Schuft, Clinical Application Specialist

A McKesson update has been scheduled for the night of Monday, December 28th. It will contain necessary regulatory changes for year end as well as some enhancements. Information about the changes will be communicated to staff at a later time. These are the details regarding the upgrade:
 
The night of the upgrade:
  • The system will be shutdown at 9pm sharp on Monday, December 28th
  • During the shutdown the following systems will be unavailable:
    • Horizon Homecare for VNAB & Hospice
    • TeleHealth Interface
    • WebChart
    • Web Referrals
  • Laptop Users:
    • An ESD transfer will be necessary on or after Tuesday, December 29th
    • Full detail and instructions regarding the ESD transfer will be communicated in an email.
    • Please be aware that the ESD transfer will need to be performed in the office via network cable. 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
If you have any questions please contact Kathy Schuft at 617-886-6968 or kschuft@vnab.org.



CLINICAL SERVICES
Quest
Quest Diagnostics Holiday Schedule

In observance of Christmas and New Year's Day, Quest Diagnostics will be closed for routine business on Friday, December 25, 2015 and Friday January 1, 2016.
 
STAT service will be available on an as needed basis during this time.
 
Routine services will resume on Saturday, December 26, 2015 and Saturday January 2, 2016 respectively.
 
If you have any questions, please call Quest's Logistics Department at 888-841-2445.


Dashboard
New Dashboard Aids IV Team

With the help of Bryan Kaplan and the IT team, Elizabeth Dow now has a 24/7 up to date dashboard with all IV patient information at her finger tips. Karen Nordstrom in the intake department enters IV information into the electronic medical record, both in Encore and McKesson, which flows into the dashboard. Due to this enhanced technology, we are able to obtain infection data compable to our hospital partners. Below is the data for July, August and September 2015.

Quarter, Year
Number of patients with Central Lines
Total Central Line Days
Number of CLABSI Infections
CLABSI Rate
July, Aug, Sep 2015
1183,282
30.91 per 1,000 device days

CLABSI stands for Central Line Associated Blood Stream Infections. 0.91 per 1000 central line days is a very good rate, three patients with line infections. Our challenge is to continue to improve this rate. Professional organizations use bundle approaches to improve outcomes of care. A bundle is a group of activities or care practices all bundled together to improve the outcome. Bundles to improve CLABSI are broken into two groups, insertion bundles and line maintenance bundles. Since we do not place the lines, our focus will be in line maintenance bundles. Elizabeth and I will be working to integrate our care practices into a bundle for home care line maintenance. Different from hospital settings, this will include patient engagement and patient adherence to line care. Stay tuned!

HUMAN RESOURCES
HolidayStress
Managing Holiday Stress when Visitors Come to Town
By EAP Network

The holidays are about family get-togethers-and sometimes with family members we would rather, well, go another year before seeing them again.

Click the FULL ARTICLE button for some tips on how to manage holiday stress.



BONUS
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.



JOBS
Job Postings - VNAB and VNAHC

Job Postings - VNACN and VNAHC
To learn more about career opportunities, contact a human resources representative:


EAT
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
  • Mary Helen Mahoney
  • Susan Marlin Procter
  • Mary McCarthy
  • Ilona O'Connor
  • Mary Ann O'Connor
  • Mae Powers
  • David Rose
  • Danny Yang
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.



INFORMATION SYSTEMS
MIS
MIS Department On-Call Staff for this Week

For Encore issues including communications, Encore laptops, WebVPN and general technology
  • Through Friday, December 25, 11:59 PM - Sean Carroll: (508) 868-0615
  • Beginning Saturday, December 26, 12:00 AM -  John Severin: (781) 775-7982
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, December 22, 10:00 PM - Carol McDonald (617) 913-3003
  • Beginning Wednesday, December 23, 6:00 PM - Jose' Parra (617) 913-3003

QUALITY AND RISK MANAGEMENT
DataSecurity
Data Security Update 2015

Please note this is a reminder to ensure that we have the utmost secure data transmission and status for our agency information. It is everyone's responsibility to have data security for personal information and patient health information. Please review below and attend your next team meeting for an update on data security, thank you focusing on this today and each day.
  • Every employee/agent is responsible for ensuring the confidentiality, integrity, and availability of patient's PI and PHI.
  • Protection against any reasonable or anticipated threat to privacy or hazard to security and integrity of such information is your responsibility.
  • You must protect against unauthorized access to or use of such information.
  • You must implement and execute the safeguards taught at orientation and annual education regarding HIPAA and Confidentiality in accordance with the Confidentiality contract you have signed as an employee/agent.
  • Access only those records to which you are required to know such information in order to accomplish legitimate work/business purposes.
  • Utilize your unique user identification and password as instructed by IT and disclose these to no one including IT personnel. Each user will create their own password that is unique to them. Update Passwords and PINs as required regularly, VNA requirement is to change password every 90 days. Password/username pair shall be considered as positive ID for all transactions and applications on the system for the purpose of logging activities. The user shall be held responsible for all login activity and transactions on agency information systems using their usernames and passwords.
  • Violation of this Policy is grounds for disciplinary action
  • Report restricted accesses of your unique identifier and password to IT immediately to assess if someone has tried to access systems.
  • Physical protection of equipment/devices and documents containing protected information must be made at all times (e.g. lock laptops/devices in trunk and out of sight when not in use during work hours for clinicians, Secure laptops/devices in your home at the end of your work schedule, shut off laptops/ devices when visits are completed daily, remove copies from copy machines immediately, secure papers in appropriate secure storage facility at the end of each day or during the day when you are unable to monitor them physically, etc.).


Temperature
Temperature Taking and Documentation
By Maria Dunn, Patient Care Program Manager

Reminders for temperature taking and documentation:
  • Clinicians, when using your own equipment, the only choice for taking a temperature is "ORAL." Clinicians need to utilize the oral thermometer along with disposable thermometer sheaths provided as part of the standard clinical bag. Only VNA-issued equipment is approved to take a temperature reading UNLESS the clinician or patient uses the patient's thermometer.
  • When using the patient's equipment, document the temperature results (and route) noting that the patient's thermometer was used.
  • Clinicians can encourage patients to purchase and use their own thermometer in an effort to manage their care AND to provide consistency in temperature readings.
  • Our Infection Control Officer, Sue Stiller, reminds us that after use, remove the disposable sheath from the oral thermometer and disinfect the thermometer with 70% alcohol.
  • It is our protocol that clinicians have and utilize at all visits a VNA-issued clinical bag stocked per the VNA-standard bag supply (unless clinically contraindicated). Standard bag supply includes both the oral thermometer and disposable thermometer sheaths.
Please refer to related policy and procedures with questions or contact Sue Stiller at 508-756-7176 ext. 6351 or sstiller@vnacarenetwork.org.

PATIENT CARE MANAGERS
Name
Email
Cell
Position
Covering Office
Bowden, Marilyn
774-502-7478
Patient Care Manager
Danvers and
Gloucester
Dunn, Maria
508-688-2449
Patient Care Program Manager
Leominster and Southborough
Gardner, Elaine
617-680-1105
Patient Care Manager
Charlestown
Gill, Christine
774-502-5725
Patient Care Manager
Worcester
Mihalick, Kyra
617-913-6823
Patient Care Manager
VNAB Therapy
Morris, Carol
617-913-3006
Patient Care Program Manager
Quincy
Saxena, Surabhi
774-463-7336
Patient Care Manager
Leominster and Southborough
Vitello, Maura
774-502-7475
Patient Care Manager
Needham

QI SUPPORT
Covering Office
Name
Email
Office Phone
Position
All VNAB
Hughes, Kim
617-886-6501 x5419
QI Support Coordinator
All VNACN
Schultz, Chris
617-886-6501 x6527
QI Support Coordinator
All VNACN
Rao, Shamala
508-756-7176 x6876
QI Nurse




December 21, 2015
The Connecter
Volume 4, Issue 51
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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.