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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, July 11, with articles due to connecter@vnacarenetwork.org by Friday, July 8.
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KEY DATES THIS MONTH
- Wednesday, July 20 > Summer Safety In-service Woburn 2pm
Upcoming Dates - Mark Your Calendar!
- 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
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IN THIS ISSUE:
SERVICE EXCELLENCE
ANNOUNCEMENTS AND UPDATES
CERTIFIED CLINICAL SERVICES
CERTIFIED QUALITY & RISK MANAGEMENT
CLINICAL APPLICATIONS
HUMAN RESOURCES
INFORMATION TECHNOLOGY
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July 5, 2016
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Volume 5, Issue 27
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Service Excellence Standard of the Week
Service Standard #5: Service Recovery
We ensure complaints are acknowledged, addressed, and proper action is taken by utilizing LEAP.
Here are some behaviors that demonstrate standard #5:
- If a complaint arises, respond with a sense of urgency; listening carefully and empathically with your eyes, ears, and heart; and resolving the issue to the customer's satisfaction.
- Anyone who receives a complaint will own it, resolve it to the customer's satisfaction and record it. We track customer complaints to assess for process improvements.
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Submitted by Janet Delmonico on behalf of Renee MacDonald, Liaison Nurse in the Needham office
Just quickly want to mention my week, which has been amazing. First, I must compliment you on your staff. They are superb and represent VNA Care with utmost professionalism.
Working with Jenn, and witnessing the TEAM of Jen (Conlon) and Marjorie (Bennett), I would say Tufts Medical Center is very fortunate to have them. They have their finger on the pulse and with their knowledge and awareness of the patient's needs and our home and hospice abilities it's a win-win for both Tufts and our agency.
Jim (Noonan) is talented on so many levels it's hard to know where to start. Saying he's PERFECT would be an understatement. His system, he explains, is Melissa's with a few tweaks (he's always humble). If followed, flawless would be my observation! It's been such a pleasure having this orientation time. He's the best.
Submitted by Maria Dunn, Patient Care Program Manager
Last week, Nancy Ryan and Maria Dunn overheard Brandon Plainte, Team Assistant in Southborough Office, assisting a clinician on the phone. As the call finished up, the clinician likely thanked Brandon for his assistance. Brandon's response: "That's what we are here for, to help you!" What a great example of excellent internal customer service. Thank you Brandon for all that you do to make the day easier for clinicians; your excellent customer service does not go unnoticed!
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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. Key Initiatives Being Worked On:
- Improving patient experience
- Initiatives to improve patient CAHPS outcomes
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- Town Hall Meetings
- Streamlining communication methods and tools
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- Huddle strategies
- Ongoing Service Excellence training
- Staff professional growth opportunities
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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
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- Wendy Drake
- Jill Enwright
- Kelly Frew
- Dave Hanley
- Brielle MacDonald
- Cindy McHenry
- Cheryl Milas
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- Mary Ann O'Connor
- Adele Pike
- Lorraine Potter
- Dave Rose
- Geri Spina
- Charlvic Williams
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Scenes from the Street
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ANNOUNCEMENTS AND UPDATES
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Worcester Has Been Branded!
Check out the new signage on our Worcester building!! (it's just a banner for now with the permanent signage coming soon!)
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CERTIFIED CLINICAL SERVICES
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Welcome to the Behavioral Health Team
By Molly Lukason-Behavioral Health Manager
We are extremely happy to introduce our behavioral health team, professionals who are committed to improving the lives of our patients and the community.
- Mary Beth Kelly, MSW > 617-913-6220
- Jennifer Dimatteo, CRS > 617-913-5923
- Sarah Bernd, RN > 617-733-6892
- Mary Vuylsteke, MSW > 978-777-6100, ext. 2465
- Shannan Martins, MSW > 774-432-1699
- Kay Diane Dennis, RN > 617-947-1544
- Simone Charpentier, CRS > 617-886-6948
- Christine Mello-Byrne, RN > 617-913-5667
- Susan Marlin Procter, CRS > 617-886-6705
- Lynda Wallack, RN > 617-851-3902
- Dianne Protanno, MSW > 508-751-6905
I want to take this time to recognize each individual for their expertise and dedication to the patients of the VNA. We are often behind "the scenes" working with patients and families traveling through the highs and lows of emotions, the array of services in the community and the struggles of maintaining independence. This is not easy yet we dive in each day because we want to make a difference. We start by listening to patients and families; helping to create a path that is safe, one with their goals and wishes and one that provides hope and direction.
You will hear me say this over and over but I am honored to be working with this team.
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Infusion Service Reminder
By Leanne Masseur RN, IV Coordinator
When completing weekly dressing changes or assessing a central line, it is important to measure patients arm circumference when clinically indicated, (s/sx of infection or reported pain to site). This is to assess for the presence of Deep Vein Thrombosis, edema or s/sx of infection. This measurement is from INS standards, they indicate this measurement to be made 10cm above the anticubital fossa of the arm with the CL. This measurement according to VNA policy and Procedures should be done on admission and when clinically indicated. A measurement of 3cm or greater, has been associated with upper arm DVT, and is important to notify MD of increased arm circumference when assessed.
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CERTIFIED QUALITY AND RISK MANAGEMENT
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Update on Improvement in Medication Teaching
By Marilyn Bowden, Patient Care Manager
In April reports showed that VNACN had improved to 95.3% over the 2015 score of 93.5%. The agency has continued to show improvement. The table below shows that every office has improved from 95.3 % thru May of 2016. Thank you to all of you who have worked to move us to the higher scores. Congratulations to the Braintree and Charlestown offices who show that meeting the Agency goal of being in the top 20% of agencies (99.3%) is achievable.
Despite our improved score percentages VNACN has shown limited progress in getting closer to the Five Star rating.
Remember that M2015 Medication Teaching contributes to our score for Value Based Purchasing (VBP): all agencies in the state are striving to improve to be in the group that is rewarded with reimbursement increases for Medicare patients that is based on Value Based Scores. VNACN offices need to improve between one to two and one-half percent to match the state average and two and one-half to three and one-half Stars to reach the agency goal of Five Star rating.
Audits of clinical records of patient with a "No" response for medication teaching have found that one problematic area is lack of teaching documentation between Recertification or ROC and Discharge or Transfer in both nursing and therapy cases. CMS guidance gives clinicians a choice to either document that patient retention of prior medication teaching OR reteach all medications. Checkoffs to document those interventions are available in the Encore Medication Teaching button.
Required Teaching for Hi Risk Medications (choose #1 or #2 depending on the situation)
Required Teaching for All Medications (choose #1 or #2 depending on the situation)
Required Documentation for Retention of Previous Teaching
(See Arrow above)
Agency policy dictates that medication teaching is provided at every visit. We need all clinicians (RN, LPN, OT, PT, ST) to follow agency policy to teach and to document the teaching and patient response to the teaching at every visit. The Medication Teaching button is required at every visit.
Please help to improve our scores. If you are the last clinician discharging a patient, look mindfully at the response to M2015 before you leave the home and if it is not scored "Yes", stop, assess for knowledge retention, and complete the appropriate teaching and documentation. Contact your PCM when you see the "No" response to M2015 and cannot accomplish the required documentation.
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Encore Recertification Reminder
By Maria Dunn, Patient Care Program Manager
When recertification is clinically indicated, the recertification assessment visit, the OASIS and all recert related activities in Encore 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 remind you of recertifications due 14 days prior to the first day of the (5 day) recertification window.
- This is a reminder only; no recertification activity should take place until the 5 day recert 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 coordination of 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:
- Clinical Summary Update following assessment (follow F1 guidance in Clinical Summary)
- 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 OR in your clinical summary
- 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 e-mail to QI requesting coding updates to:
QUESTIONS: Please contact your Patient Care Manager!
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Encore Workshops: POTs (485s) For SOC & RECERT and Value Based Purchasing
Moving forward, QI will process POTs (485s) for non-MCH and non-BH patients. If incomplete or inconsistent information is in the POT, QI will email instructions to you for accurate completion of your POT.
To assist you, POT/485 Refresher Education Workshops are being held in each office for Encore RN, PT, OT and STs. Please plan to attend these as they are announced by your Clinical Manager (CSM, Rehab Manager, Education Manager, Navigator). Also, F1 prompts in the Physical Assessment's "Current Problem/Reason for Care" box AND in the Clinical Summary are available. Questions? Please contact your Patient Care Manager below! Worcester clinicians, please email any of the below PCMs and one of us will assist you.
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Patient Care Managers and QI Support Contacts
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Name
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Phone
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Position
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Covering Office
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Marilyn Bowden
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774-502-7478
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PCM
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Danvers & Gloucester
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Maria Dunn
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508-688-2449
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PCM Program Mgr
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SS02 S-boro
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Elaine Gardner
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617-680-1105
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PCM
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Charlestown
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Kyra Mihalick
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617-913-6823
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PCM
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VNAB Therapy
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Carol Morris
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617-913-3006
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PCM Program Mgr
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Quincy
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Surabhi Saxena
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774-463-7336
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PCM
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Leominster & SS55 S-boro
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Maura Vitello
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774-502-7475
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PCM
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Needham
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Kim Hughes
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617-886-6501,
ext. 5419
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QI Support Coord
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All VNAB
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Chris Schultz
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617-886-6501,
ext. 6527
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QI Support Coord
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All VNACN
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Shamala Rao
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508-756-7176,
ext. 6876
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QI Nurse
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All VNACN
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Clinical Application Support
In a continued effort to support the clinicians and streamline our application support functions all requests for assistance will now be centralized at the Clinical Application Department call line. If you are in need of help with either the Delta or McKesson homecare programs please call (617) 886-6730.
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REMINDER: McKesson Update for VNAB Home Care and Hospice
By Kathy Schuft, Clinical Application Specialist
A McKesson update has been scheduled for the night of Monday, July 11. It will contain regulatory changes as well as some enhancements. Please read the article in this Connecter titled "Changes in McKesson after Update on July 11th for Home care and Hospice". Laptop Users please note: Please pay attention to special details and changes is our ESD Transfer Process. Instructions can be found here. These are the details regarding the upgrade:
The Night of the Upgrade:
- The system will be shutdown at 9pm sharp on Monday, July 11th
- During the shutdown the following systems will be unavailable:
- Horizon Homecare for VNAB & Hospice
- TeleHealth Interface
- WebChart
- Web Referrals
- Laptop users please make sure your last transfer has completed by 8pm to avoid losing documentation.
The Day after the Upgrade:
- Laptop Users:
- Your first transfer on or after July 12th will be an ESD transfer. On July 12th you may perform the ESD transfer anytime after 6am BUT do not perform the second transfer until we send an all clear email that the system is ready for more transfers. We expect this to be around 8am but that is not definite. Please be prepared to see your first few patients before the 2nd Transfer in case there is a delay.
- Although transfers in the office will be faster and less problematic clinician may attempt to perform the ESD transfer from home or aircard using VPN. However if anything goes wrong you must come into the office. Please be prepared for that possibility.
- The transfer will take about 45 minutes (possibly less)
- Instructions for the ESD transfer are attached - PLEASE read and follow instructions. Some instructions are different than in the past.
- IPad Users and Office Staff:
- You must be signed out of the McKesson system by 8:45pm to avoid losing any documentation
- Please do not log on again before 6am the next morning
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Changes in McKesson after Update on July 11th for VNAB Home Care and Hospice
By Kathy Schuft, Clinical Application Specialist
Home Care and Hospice
Password Changes: In a continued focus on securing our medical record McKesson has strengthen their requirements for passwords. The new requirements slightly differ but are in line with the agencies already established password requirements which are listed below. Please follow the agency guide as written.
McKesson has made the decision to randomly assign an expiration date for your first password change after the update to each user over the next 90 days. This means that you may get a prompt to change your password even though you may not think you are due to change. McKesson will now give you 7 days to change your password. The IS Department recommends that you change all passwords at the same time. This means that you will need to change your:
- McKesson Password
- Network Password
- iPhone password
For directions on changing your passwords please sign into the Education Portal though the VNAB Website. The directions can be found under Training Library > VNAB Content (left hand column) > Resource handouts > MIS-Technology > Password Assist
VNAB Password Requirements:
- Must be at least 8 CHARACTERS in length.
- Must contain at least ONE each of the following:
- Must contain at least one SPECIAL CHARACTER ! @ # $ (don't use any other characters)
- CANNOT contain your User ID as part of the password
- CANNOT RE-USE any password prior to the last 6 password changes
- Passwords EXPIRE approx. every 90 days (every 3 months).
- The VNAB password may be different from your Horizons Homecare password. For convenience, they can be set to be the same password, but as they do not expire at the same time, one may have to be changed manually in order to keep them in sync.
ShowPassword -You will notice when you sign into McKesson that there is a button called Show Password. If you are typing in your password and you are not sure what you just typed then hold down the Show Password button and it will display whatever you typed in.
Evacuation Security Code - You will see this new button when you enter the Admission Information Screen in Clinical Explorer. It is there to meet New York State Home Care Laws and will not apply to our agency.
Home Care Only - Home Health Value Based Purchasing
Advanced Care Plan - The new functionality regarding Advance Care Plans will be available with this update. Every clinician should have received training during the Second Quarter (Q2) Oasis Training classes.
Herpes Zoster (Shingles) Vaccine - The correct functionality for Herpes Zoster is already in the system and will not change when the system is updated.
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Needham Community Cabinet Organizing More Cool Hot Jazz Benefit
Volunteers on VNA Care's Needham Area Community Cabinet are planning the third annual benefit for our home health and hospice services, including the Stanley R. Tippett Hospice Home.
More Cool Hot Jazz will be held Friday, Sept. 30, at 6 p.m. in the Needham Golf Club, 49 Green St., Needham. The benefit will feature live music by Henri Smith New Orleans Friends and Flavours, dancing, cocktail party with cash bar, hors d'oeuvres, carving station, dessert, and live and silent auctions.
Tickets for the benefit are $60 per person and may be purchased online or by calling Beth Sobezenski, development assistant, at 888-663-3688, ext. 1361.
VNA Care's Needham Area Community Cabinet includes: back row, from left, Beth Sobezenski, development assistant; Jane Woodbury, vice president of fund development; Laura Wise, manager of fund development; Cat Mayo, Stephanie Perkins, Harding Ounanian, Jr. and Kerrie Patten, and front row, from left, Suzanne Skolnick, Beverly Van Orman of Canton, Kathy Whitney, and Louise Condon.
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EAP Employee Newsletter - July 2016
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| July Newsletter Includes:
- Is There a Book in You?
- Lightning Safety Tips for Employees
- Emotional Intelligence in Customer Service
- Avoid Academic Summer Slump
- See Early Signs of Alcoholism
- Soft Skills to Know: Crisis Management
- How to Build Your Talents
- Science of Taking a Nap
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The new hire referral bonus program includes 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 cheryl_milas@vnacare.org or Debbie Brown at debbie_brown@vnacare.org for more information.
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To learn more about career opportunities listed in the links above, contact Debbie Brown, Human Resources Manager at debbie_brown@vnacare.org.
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Job Postings - VNACN and VNAH&PC
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@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
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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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Phishing Emails
We have had reports of Phishing Emails with the subject of System Analyst. These emails have a link in them and are requesting you to click a link to verify your Outlook information. If you receive anything like this, please report it to the IT department and delete it from your inbox.
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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.
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| July 5, 2016 | The Connecter |
Volume 5, Issue 27
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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 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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