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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 Tuesday, July 5, with articles due to connecter@vnacarenetwork.org by Friday, July 1.

KEY DATES THIS MONTH

June  2016
Sun
Mon
Tue
Wed
Thu
Fri
Sat
 
 
 
1
2
3
4
5
 
6
 
7
 
8
Summer Safety
In-service
Weymouth
8am
9
 
10
 
11
12
 
13
 
14
Q2 OASIS
Charlestown
8:30-10am
Q2 OASIS
Southborough
8:30-10am
15
Ice Cream Party
Needham
11-1pm
16
Q2 OASIS
Charlestown
2-3:30pm
17
Q2 OASIS
Worcester
8:30-10am
18
19
 
20
 
21
Q2 OASIS
Danvers/ Gloucester
8:30-10am
Ice Cream Party
Woburn
11-1pm
22
Summer Safety
In-service
Charlestown
2:30pm
Q2 OASIS
Needham
8:30-10am
Q2 OASIS
Worcester
2-3:30 pm
23
Q2 OASIS
Weymouth
2-3:30 pm
Ice Cream Party
Woburn
2-4pm
24
25
26
Summer Safety
In-service
Charlestown
5:00pm
27
 
28
Q2 OASIS
Danvers/
Gloucester
2:30-4pm
Q2 OASIS
Leominster
8:30-10am
Q2 OASIS
Quincy
2-3:30pm
Q2 OASIS
Worcester
8:30-10am
29
Q2 OASIS
Charlestown
2-3:30pm
Q2 OASIS
Southborough
2:30-4pm
Q2 OASIS
Weymouth
8:30-10am
30
Q2 OASIS
Southborough
8:30-10am
 
 

Upcoming Dates - Mark Your Calendar!
  • Wednesday, July 20 > Summer Safety In-service Woburn 2pm
  • Tuesday, August 2 > Summer Safety In-service > Rose Monahan Home 8:00am
  • Wednesday, August 3 > Summer Safety In-service > de Rham Home 1:30pm
  • Thursday, August 4 > Summer Safety In-service > Tippett Home 1:30pm 
  • Tuesday, September 20 > Charlestown/de Rham Town Meeting
  • Thursday, September 22 > Danvers/Gloucester Town Meeting
  • Tuesday, September 29 > Worcester/Rose Monahan Town Meeting
  • Tuesday, October 4 > Southborough/New Horizons Town Meeting
  • Thursday, October 13 > Needham/Tippett Town Meeting
  • Tuesday, October 18 > Woburn Town Meeting
  • Tuesday, October 27 > Quincy/Weymouth Town Meeting
  • Thursday, November 10 > Leominster Town Meeting
IN THIS ISSUE:

SERVICE EXCELLENCE
ANNOUNCEMENTS AND UPDATES
CERTIFIED CLINICAL SERVICES
CERTIFIED QUALITY & RISK MANAGEMENT
CLINICAL APPLICATIONS
HUMAN RESOURCES
INFORMATION TECHNOLOGY
June 27, 2016
Volume 5, Issue 26
SERVICE EXCELLENCE
SEStandard
Service Excellence Standard of the Week
Service Standard #4: 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.

Here are some behaviors that demonstrate standard #4:
  • Convey professionalism by using verbiage that enhances the patient experience. Substitute common words and phrases such as "hi" and "no problem" with "Good morning/afternoon" and "I'd be happy to."
  • Be 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."
spotlight

Submitted by Wendy Drake, Rehab Services Manager in the Worcester office
 
I received a call from an active patient today who wanted to express how happy he is with his OT Jerilyn Spokis. He said he was extremely happy with his PT and nurses, but he felt Jerilyn went even more above his expectations. He felt he was the "beneficiary of her kindness, wisdom, and her reassurance." Great job Jerilyn!
 
Submitted by Tracy Gorham, RN in the Southborough office
 
I want to recognize and thank Chris Viveiros and Brandon Plainte, two of Southborough's Team Assistants who have been wonderfully helpful to me and the other nurses during this transition time.
 
I have gone to Chris on more than a few occasions to ask her to look on her numerous maps to help me determine the primary nurse for a given territory. She always does so with a smile on her face. Brandon has been terrific in sending me helpful tips in using the computer and links to make my job easier.
 
These acts might seem small but they aren't at all. They have made my days so much easier and I can't thank them enough for always being willing to help.
 
Submitted by a resident's family member for Karen Johnson, Wellness Nurse and Jean Lucas, Charge Nurse at New Horizons:
 
Thank Karen and Jean for all their time. Thank you both for cross checking everything. The information was sent to the doctor. Thank you. Thank you. Thank you for all that time. The doctor also thanks them graciously.
 
Submitted by a resident's family member regarding all the staff at New Horizons:
 
I wanted to thank the staff for being so good to my mother during her stay at New Horizons, especially in those last few months of her life. It meant a lot to my family and my mother during that difficult time that they were so good with her needs. I know she would have given the staff there a solid "A" for being attentive and friendly. My mother talked about them often and was very happy with her experiences with them. I know my family feels that same way about the staff and our overall experience at New Horizons.
 
Submitted by Hospital Referral Coordinator Todd Thetonia and Liaison Nurse Kelly Tomaszewicz
 
Thanks for all of your hard work, Katie (O'Toole). We really appreciate it out here in the facilities! (Todd) I am with you Todd. She is irreplaceable. You rule Katie (Kelly)
 
Submitted by Denise Mandeville, Transitional Care & Business Development Administrative Assistant
 
Just wanted to give a shout out to Eric and Tim for this morning's move in the Referral Center. Transition was very smooth and staff were up, running and in their new areas by 9:00 a.m. Thank you both for a job well done!

Submitted by Catherine Frasco, Rehab Services Manager in Leominster on behalf of a satisfied patient
 
I'm so grateful for all the caregivers that came here during my recovery. I can't honor just one because they were all good and helpful to me. (Maria Bourgeois, RN; Sheena Miller, RN; Natalie Dumont, PT; Matthew King, PTA; and Thomas Johnson, PTA)

SE
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:
  • Improving patient experience
  • Initiatives to improve patient CAHPS outcomes
  • Town Hall Meetings
  • Streamlining communication methods and tools
  • Huddle strategies
  • Ongoing Service Excellence training
  • Staff professional growth opportunities
Please contact the Champions listed below if you would like to have an initiative or issue reviewed at the next meeting. Thank you!
  • Jennifer Bauman
  • Ann Bohac
  • Debbie Brown
  • Katie Callahan
  • Jen Casper
  • Simone Charpentier
  • Lori DeRosa
  • Wendy Drake
  • Jill Enwright
  • Kelly Frew
  • Dave Hanley
  • Brielle MacDonald
  • Cindy McHenry
  • Cheryl Milas
  • Mary Ann O'Connor
  • Adele Pike
  • Lorraine Potter
  • Dave Rose
  • Geri Spina
  • Charlvic Williams

SCENES
Scenes from the Street

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




Staff at the Rose Monahan Home celebrating one of our longtime volunteer, Fred Gay's, 93rd birthday!


ANNOUNCEMENTS AND UPDATES
Wilson
Appointment of Director of Palliative Care Services
By Diane Bergeron, Former Vice President of Hospice & Advanced Illness Management

I am very pleased to announce the appointment of Robin Wilson to the position of Director of Palliative Care Services effective July 1, 2016. Robin has a long history with our agency. From 1995-2002 she served as a hospice case manager, moved to a clinical manager role and then took on the challenge of hospice liaison outreach nurse. Robin left us in to explore other opportunities in the field of hospice & palliative care and to pursue further education, first completing her BSN then moving on to her MSN degree. She also took advantage of participating in the Harvard Medical School Program in Palliative Care Education & Practice. Just prior to returning to our agency, Robin served as the Research Project Coordinator of the MGH Palliative Care Services grant funded program. She returned 'home' to our agency in 2010 as a clinical nurse liaison while dually researching, training and building the foundation of our Palliative Care Services program. In January of 2014, Robin launched the Palliative Care program which has consistently and very successfully grown since day one.

Robin is an energetic and highly motivated professional with a talent for teaching, learning and advocating for patients/families. This is demonstrated by the following: she is certified in Hospice & Palliative Care Nursing (2003), is an ELNEC trainer (2003), a member of the BCBS PC Advisory Council, a Board member of the Hospice & Palliative Care Federation of MA and a member of the MA DPH comprehensive CA Prevention & Control Network Palliative Care Group - to name a few. Robin is also closely collaborating with our Atrius partners in developing a new & very exciting ACO palliative care model across our system.

Please join me in congratulating & supporting Robin in her role as Director of our Palliative Care Services program.


MedicalRecords
Certified Medical Records Moves to Southborough

VNA Care's Certified Home Health Medical Records Department is now located in the Southborough office. Meet the team!
 
Team members can be reached by dialing the Southborough main line at (508) 786-0693 and the extensions below, or if using Avaya, just the four digit extension.
  • Brittany West, ext. 5664
  • Kathy Barry, ext. 5665
  • Johan Ayala, ext. 5654
  • Sara Soojian, ext. 5656
  • Rebecca Hart, ext. 5658
  • Lyn Beford, ext. 5659
  • Judy Russo, ext. 5660
  • Diane Gerber, ext. 5662
  • Maria Filewicz, ext. 5663
  • Andrea Fallavollita, ext. 5652
  • Maria Caricchio, ext. 5653
  • Jean Clive, Director of HIM, 508-658-7701 or ext. 5661

Flu
CDC Recommends Against Flu Nasal Spray

On June 22, 2016 the CDC's Advisory Committee on Immunization Practices (ACIP) voted in favor of an interim recommendation that live attenuated influenza vaccine (LAIV), also known as the "nasal spray" flu vaccine, should not be used during the 2016-2017 flu season. ACIP continues to recommend annual flu vaccination, with either the inactivated influenza vaccine (IIV) or recombinant influenza vaccine (RIV) for everyone 6 months and older. The ACIP vote follows data showing poor or relatively lower effectiveness of LAIV from 2013 through 2016.
 
The Massachusetts Department of Public Health (DPH) is working with the CDC and the vaccine manufacturers of IIV to replace those doses of LAIV that DPH planned to purchase and distribute. More information will be forthcoming as it becomes available.


CERTIFIED CLINICAL SERVICES
Behavioral
Behavioral Health: Making a Difference
By Molly Lukason, Behavioral Health Program Manager

Mary is 57 year old female living with her husband in the Worcester area. Mary had been with the VNA approximately one month before the primary clinician felt that behavioral health might be able to help. A brief look into Mary's life showed that her son had a long term addiction to drugs. Mary, time and time again, would provide encouragement, money and a home for her son, hoping this time her son would grasp on to the help offered from so many different resources. Each time, despite Mary's attempts to help, her son would struggle and turn back to stealing from his parents, have some volatile scenes toward his parents and others and disappear for days. Once the BH referral was received, I had the opportunity to meet with Mary and conduct the behavioral health evaluation. Mary noted "I am paralyzed. I sit here in this chair, the television is on but I am not really watching it." Mary talked about her anxiety regarding the future of her son, her marriage and her own well-being. Mary was opened to meeting with the behavioral health clinician and participating in the behavioral health program. Mary was quick to note, "Just know that I have been through therapy several times before and it has not really been helpful."

Kay Diane Dennis, RN and Behavioral Health Clinician, worked with Mary for eight weeks. Kay described Mary as very anxious, depressed, sad and hopeless. Kay worked with Mary on her emotions, how emotions can be helpful and how emotions cannot be helpful, how worrying about the past and the future can interfere with being in the present and focusing on life as it today. Kay and Mary worked toward Mary looking at activities and enjoyable areas that she put aside because of her anxiety; activities she enjoyed doing with her husband and her friends.

I just met with Kay this past week and Kay had a huge smile when talking about the success of this program with Mary. Mary revived her love for yard sales, for spending time with her husband and most important-realizing that she has done all she could for her son. Focusing on herself, her health and her husband are her focal points right now. If her son should come back, Mary feels confident and stronger in her feelings of love for her son but not to the point that he can be a danger to her or take advantage of her. Kay worked with Mary on skills and techniques that Mary can use when these familiar situations come in the future. They worked on exposures (real life scenarios) and how Mary might use the skills to work through such scenarios.

There is no magic with this program or with any behavioral health program. It is the commitment of the behavioral health clinicians providing strength and possibilities for our patients to know they have options to live a better quality of life.

Our Behavioral Clinicians are:
  • Kay Diane Dennis, RN: 617-947-1544
  • Sarah Bernd RN: 617-733-6892
  • Christine Mello-Byrne RN: 617-913-5667
  • Lynda Wallack RN: 617-851-3902
For any questions or referrals regarding the behavioral health program, please call Molly Lukason at 774-502-5545 or email molly_lukason@vnacare.org.

Our Behavioral health team is currently looking to add some team members:
  • Gloucester/Danvers Office: 32 hours per week
  • Needham Office: 24-32 hours per week.


 

Opioid
Reflections from the Opioid Town Hall Meeting
By Beverly Salate, Director of Wellness
 
I was fortunate to attend a presentation on June 20hosted by the Commissioner of Health and Human Services. The presentation was titled Opioid Town Hall Meeting. The moderator was Mary Lou Leary, Deputy Director from the National Office of Drug Control Policy, Executive Office of the President, Washington D.C.
 
A few staggering statistics were presented. In the United States in 2014 there were:
  • 40,000 deaths from overdoses
  • 28,000 of those deaths were from opioids
  • In Massachusetts, 1,300 individuals died from a drug overdose.
 
Each speaker on the panel referred to this opioid crisis as an epidemic leaving very few people immune from it.
 
What can we as VNA clinicians do about it?
Make sure you educate your patients and their families on the proper disposal of syringes. (in 2012 Massachusetts passed a law that individuals cannot dispose of their syringes in the trash). Every city and town in Massachusetts must provide a site for individuals to dispose of their syringes. Also, many cities and towns have kiosks set up where patients can dispose of any medications they are no longer taking, again make sure you educate your patients.
 
Many times we as consumers may have some type of procedure where we are prescribed an opioid and because we are feeling better we do not finish the entire prescription and we leave the remainder in our medicine cabinet. We feel our children would never take any of these medications...but think about your teenager's friends/acquaintances or your neighbors who may come into your home and have access to your bathroom.
 
By educating your patients, friends, and family you will be assisting in this epidemic which is spiraling out of control, in our country and in our communities.



CERTIFIED QUALITY AND RISK MANAGEMENT
PatientConsent
Patient Consent in New Handbook
By Donna Peters, Director of Quality & Risk Management
 
Please note that the Patient Consent/Agreement for services has "boxes" next to each paragraph. These boxes are intended to be bullets to highlight the information. The "boxes" do not need to be checked off...they are for information purposes only. When the patient and the clinician sign the consent/agreement for services, this denotes that the information was reviewed with the patient.


Immunization
Make Immunization a Standard of Patient Care In Your Practice
By Susan Stiller, QI Nurse and Infection Control Officer

  1. ASSESS the immunization status of all your patients at every clinical encounter.
  2. Strongly RECOMMEND vaccines that your patients need.
  3. ADMINISTER needed vaccines or REFER your patients to a vaccination provider.
  4. DOCUMENT vaccines received by your patients.
In order to recommend the Herpes Zoster vaccine to patients, we need to be able to answer some of the questions patients have. For example, if the patient does not remember if they had chicken pox, should they get the vaccine? If the patient had shingles in the past, should they get the Shingles vaccine? If so, how long after having shingles could the patient receive the vaccine?

See the attached Q&A from the Immunization Action Coalition to find out the answers.


Recertification
Recertification Reminder

When recertification is clinically indicated, the recertification assessment visit MUST be made by a qualifying clinician (SN, PT, OT, ST) during the LAST FIVE DAYS of the certification period FOR ALL INSURANCES.
 
To assist with this, the Encore recertification alert will notify you of recertifications due 14 days prior to the first day of the (5 day) recertification window. Per clinical indication, either discharge the patient prior to the last day of the recertification period OR recertify the patient during this five day period. Scheduling assignment of the recert visit in Encore and how you coordinate this with other clinicians will remain the same.
 
RECAP:
A recertification requires that the following is done during the FIVE day recertification window for all patients and all insurances:
  • Assessing the patient during the 5 day window
    • Completing an OASIS during the 5 day window (as indicated by the patient's insurance)
  • Obtain an order to continue treatment and document in the new box shown below during the 5 day window
    • Document this phone call in the "POC Communication to MD" box in the RISK/ADS tab
  • Developing the POT (recert/485) including orders during the 5 day window in accordance with the sixty day clinical summary including findings from the recertification assessment
  • Sending an email to QI requesting coding updates to:
QUESTIONS: Please contact your Patient Care Manager!


OASIS
Q2 OASIS Sessions

Please Note: This is the Final Week of Q2 OASIS Sessions!

This mandatory and relevant 2016 Quarter 2 OASIS Education will take place in each office during the month of June. The focus is Home Health Value Based Purchasing. Discussion will focus on the OASIS questions included in the HHVBP model, and the clinician will have an opportunity to examine outcome, process, and patient satisfaction scores which are part of the model.

Office
Day/Date
Time
Presenter
Charlestown
Wednesday, June 29
2-3:30pm
Elaine
Danvers/Gloucester
Tuesday, June 28
2:30-4pm
Marilyn
Leominster
Tuesday, June 28
8:30-10am
Surabhi
Quincy
Tuesday, June 28
2-3:30pm
Carol
Southborough
Wednesday, June 29
2:30-4pm
Maria
Southborough
Thursday, June 30
8:30-10am
Maria/Surabhi
Weymouth
Wednesday, June 29
8:30-10am
Kyra
Worcester
Tuesday, June 28
8:30-10am
Chris

Patient Care Managers and QI Support Contacts

Name
Phone
Position
Covering Office
Marilyn Bowden
774-502-7478
PCM
Danvers & Gloucester
Maria Dunn
508-688-2449
PCM Program Mgr
SS02 S-boro
Elaine Gardner
617-680-1105
PCM
Charlestown
Christine Gill
774-502-5725
PCM
Worcester
Kyra Mihalick
617-913-6823
PCM
VNAB Therapy
Carol Morris
617-913-3006
PCM Program Mgr
Quincy
Surabhi Saxena
774-463-7336
PCM
Leominster & SS55 S-boro
Maura Vitello
774-502-7475
PCM
Needham
Kim Hughes
617-886-6501, 
ext. 5419
QI Support Coord
All VNAB
Chris Schultz
617-886-6501, 
ext. 6527
QI Support Coord
All VNACN
Shamala Rao
508-756-7176, 
ext. 6876
QI Nurse
All VNACN

CLINICAL APPLICATIONS
NewIV
McKesson Clinicians:  New IV Therapy Service Codes
By Kathy Schuft, Clinical Application Specialist
 
There are three new service codes that have been added to the McKesson system to be used when clinicians see patients with IVs. This will assist the agency with tracking our IV patients.
 
A24 - IV Start of Care
A25 - IV Resumption of Care
A33 - IV Revisit
 
The start of care or resumption of care codes will be added by the Pre-Admission department to the initial visit when the patient comes out of the hospital. If you are the clinician performing one of these visits please make sure to use the A33 - IV Revisit code when you write the service orders for future visits.
 
Please start using the new codes right away. If you start a revisit for an IV patient and they do not have the IV service code please change it once the visit is started. If you have any questions please call the Clinical Application Help Line for assistance at (617) 886-6730.


McKessonSP
McKesson Laptop Clinicians - Is there Anything Under your SP Button?
By Kathy Schuft, Clinical Application Specialist
 
There have been some reports that when a clinician using a laptop clicks on an SP or Tools button in a visit that the reference document they wish to view is missing. I need to know if this is a few clinicians or everyone. Please check a couple of them on your next visit and send me a quick email at Kathy_Schuft@vnacare.org telling me if you found the document that belongs under the button. Thank you in advance for your help.

Below is what it will look like if the file is missing:




FACILITIES
Access
Access to our Buildings
By Lorraine Potter, Director of Facilities

Reminder to Staff
Please do not let anyone into our offices without the front desk checking them in or the staff member they are visiting meeting them. This should be the practice for all locations. We need to keep in mind that in our Worcester location we have Children's Garden Day Care which is open until 6:00pm. Parents have ID badges to gain access. If they don't have it with them they will need to be buzzed in by Day Care staff after our receptionist leaves at 4:00pm.

I ask you for your help to keep our offices safe. Thank you!


FUND DEVELOPMENT
Goldman
Goldman Sachs Improves Landscaping at Tippett Home

Twenty-five employees from Goldman Sachs recently spent a day volunteering at the Stanley R. Tippett Hospice Home in Needham. As part of the company's 20th annual Community Teamworks volunteer initiative, the group donated supplies and the people-power to clear brush, mulch flowerbeds, and make other improvements to the grounds. Their generosity helped saved thousands of dollars in maintaining the grounds. Thanks to Lorraine Potter, facilities director, and Tim Anderson, facilities assistant, for their help in making this day a success!


Pictured from left: Tim Anderson, facilities assistant; Jane Woodbury, vice president of fund development; and Goldman Sachs Teamworks Co-Captains Dennis Riley and Patrick Coughlin.

HUMAN RESOURCES
Bonus
Employee New Hire Referral Bonus Program
jobs
Job Postings - VNAB and VNAH&PC
Job Postings - VNACN and VNAH&PC
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@vnacare.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
  • 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 TECHNOLOGY
ITMaintenance
IT Maintenance in Woburn Wednesday

The IT Department is scheduled to perform maintenance on the Woburn office network Wednesday, June 29 beginning at 7pm with an anticipated completion time of 11pm.
 
During this time, the following services and technologies will be unavailable:
  • The Shortel Phone System for extensions originating out of the Woburn office. The main agency phone number will continue to forward to the answering service.
  • Woburn office network folders
Please plan accordingly and feel free to contact the IT Department with any questions or concerns.


ITSupport
One Number for After-Hours Technical Support

Please remember direct calls for all off-hours (4:30 PM to 7:00 AM) IT support to (508) 751-6822.

Sean Carroll will be on call this week until Thursday, 6/30 at 7:00 AM. John Severin will assume the duties that same day beginning at 4:30 PM.
June 27, 2016The Connecter
Volume 5, Issue 26
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Confidentiality Notice: The Connecter newsletter is an internal communication intended only for employees of VNA Care 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.