Service Standard #7: Communication Etiquette

Here are some behaviors that demonstrate standard #7:

• Use VNA communication etiquette standards, answering all calls within 4-rings and with a smile; thanking the caller, giving them your name, using hold carefully, and keeping them updated if they are on hold.
• Leave clear and detailed voicemail messages, including your name and your call back phone number.
• Never use voicemail to avoid calls.
• When necessary ask the caller, "May I place you on a brief hold?" Eliminating call transfers whenever possible.
• Adhere to communication messaging standards.

All of us have experienced the dreaded "MUSAK" of being on hold or in the "Black Hole" of voicemails and phone systems.

 

When you put yourselves in one of those situations - you can appreciate how the labyrinth of what it takes to reach through to a live person and simply get a question answered or perhaps a "let me help you" can make THE difference.

 

Sometimes it is the simplest solutions not fancy ones that elude us.

 

"Can on put you on hold?"

 

"Thank you so much for being patient."

 

"I appreciate how frustrating this might be; let me see if I can find you the right person."

 

Every one of us has demonstrated we know how to embody this standard. And when the chaos of the day is at a manageable level - that is easier to do.

 

Our challenge is when that chaos tests OUR patience - that is when a deep breath, a walk around the office, a blowing off of steam in a quiet place with someone who can listen - allows us to take pause.

 

It is only than that we can present our "BEST" selves and ensure our communication represents who we really are for our patients and callers: Caring and compassionate employees who are out to provide the best care and outcomes for everyone we serve!

 

For VNAB patients who need both Behavioral Health and restitution of on-going long-term personal care assistance, Community Resource Specialists MAY be able to help secure reinstatement or initiation of PCA services through ASAPs. MAY is the underlined word here; CRSs can file applications with an ASAP but the ASAP may or may not be able to fill the request at the time of Behavioral Health taking over the patient's care.

Since it takes on average 2-3 weeks for an ASAP to resume services, and sometimes greater than 4 weeks for an ASAP to initiate service for a new client, we ask that:

By Beverly Salate, Wellness Manager

 

Wellness will be doing Mantoux testing for all licensed clinicians around the first quarter OASIS education sessions.

 

This is a change for both VNAB and VNACN.

 

We will be in each office 1-hour before the session starts and will stop 5 minutes before the program begins. We will also be available 1-hour after the program to administer Mantoux. We cannot plant a Mantoux on a Thursday, as staff would have to come in on the weekend to have it read, so I have added additional sessions in a few of the offices that are not around OASIS sessions. Wellness will also be available 2 days after the Mantoux is planted to read the results

 

All licensed clinicians are required to have a yearly Mantoux (or complete a positive reactor's form). Mantoux can be safely given 7 days apart and it is recommended that pregnant women be tested as well.

 

For Encore issues including communications, Encore laptops, WebVPN and general technology

• Through Friday, February 19, 11:59 PM - Sean Carroll (508) 868-0615
• Beginning Saturday, February 20, 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, February 16, 10:00 PM - Carol McDonald (617) 913-3003
• Beginning Wednesday, February 17, 6:00 PM - Jose' Parra (617) 913-3003

By Donna Peters, Director, Quality Assurance & Risk Management

 

Please note that in SERS the rehab managers and your team "Rehab" have now been added to ensure that your SERS are sent to the correct manager for review. Please take a moment to review the drop downs and document accordingly. Thank you!

 

Questions? Contact Donna Peters at dpeters@vnab.org or 617-886-6808.

By Susan Stiller, QI Specialist and Infection Control Officer

 

The information about the Zika virus is rapidly evolving. Local transmission had been identified in at least 14 countries or territories in the Americas (not in continental United States), but including Puerto Rico. However, Zika virus infections have been reported in travelers returning to the United States.   Lab testing with a blood test continues to be challenging. The CDC lifted the restriction that only pregnant woman with symptoms could be tested. Now testing is expanded to asymptomatic pregnant women sometime between 2-12 weeks following their return from an area with ongoing Zika transmission. Positive tests could be influenced by cross reaction with other flavirviruses like dengue and chikungunya or vaccination with yellow fever vaccination so further lab analysis may be needed.  Non-pregnant women and men are not currently being recommended for testing.

 

An estimated 80% of persons infected with Zika virus have no symptoms. It is a mild disease with hospitalizations and fatalities uncommon.  In symptomatic infections, the incubation period is 3-12 days, usually last from several days to 1 week. The symptoms are generally mild and are characterized by at least two of the following: acute onset of fever, maculopapular rash, arthralgia, and/or nonpurulent conjunctivitis (this symptoms seems to help distinguish Zika from other virus presentations like dengue)

 

As authorities learn more, information about transmission of the virus is being shared. Last week, information on sexual transmission has been published. Sexual transmission of Zika virus from a male partner who has traveled to countries with Zika is possible, but they do not think common. The CDC and the Massachusetts Health department have information on their web sites to reduce transmission risk.  

There is currently no vaccine or medication to prevent Zika virus infection, although a local company in Connecticut is working on Zika vaccine development at present. If traveling to areas of ongoing Zika virus transmission strictly avoiding mosquito bites is your best protection.