 |
|
For internal use only. Please do not distribute.
|
|
Key Items to Check Out Below
|
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, August 23 > Mutual of America On-Site > Woburn office
- Tuesday, September 20 > Charlestown/de Rham Town Meeting
- Thursday, September 22 > Danvers/Gloucester Town Meeting
- Thursday, 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
- Thursday, 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
|
|
July 25, 2016
|
Volume 5, Issue 30
|
|
|
Service Excellence Standard of the Week
Service Standard #8: Workplace Safety
We assess and maintain a safe work environment.
Here are some behaviors that demonstrate standard #8:
- Think safety first. Each employee is responsible for assessing and maintaining a safe work environment for staff and patients.
- Be aware of all safety procedures, and report unsafe situations to your manager immediately.
|
Submitted by Jane Woodbury, Vice President of Fund Development Our staff's compassionate care and kindness means so much to families, especially those facing the loss of a loved one. This was certainly the case for a recent donor. His wife was cared for at the Rose Monahan Hospice Home about 10 years ago. The experience meant so much to him, that he included a donation to the hospice residence in his will. The gentleman passed away two years ago, and we just received his very generous donation. This is just one of many examples that show how families appreciate your kind words and actions, your support during a difficult time, and the exceptional care you provide to their loved ones. Thanks to all for providing such wonderful care! Submitted by Jennifer Bauman, Insurance Verification Coordinator in the Southborough office I just want to say thank you to Monica Shelton a speech therapist out of Leominster. She asked her patient if there were any insurance changes and come to find out she had changed her insurance about a week prior. Gestures like these are so helpful to the Insurance Verification, Managed Care, and Patient Accounts departments. This allows us to update the patient's record and obtain authorization in a timely manner. Thank you again Monica for taking that extra step! Submitted by Catherine Frasco, Rehab Services Manager in the Leominster office I want to recognize and thank Kelly Tomaszewicz, a liaison at St. Vincent's for her assistance in bringing one of our Leominster patient's onto service. There was some confusion at the surgeon's office and because of miscommunication, a chance that they were going to cancel VNA services for this patient who desperately needed us. Kelly was very helpful and extremely prompt; having an answer for us within hours. Such a pleasure to work with! Submitted by Judy Sojack, Patient Services Manager in the Charlestown office Former patient P.C. called me last week to express her thanks to her home care team - Maryanne Thibeault RN, Anna Murphy PT, Kris McGravey PTA, Kathy Sciarratta OT & Diana Visco COTA and Kris Camara SLP. Patient P.C. is a 96 year old lady referred to us for dysphagia & sciatica. She has chronic pain issues. She told me that when our team started working with her she had a great deal of pain with movement, felt unsteady, and could not enjoy eating due to "the food got stuck or would come back up"; she was very discouraged. Less than two months later she is moving much more confidently, with much less pain and "the food is staying down". She told me each of them contributed to her recovery, and she is very grateful. Submitted by Simone Charpentier, Community Resource Specialist I wanted to take a moment to recognize Jackie Curley, who as our receptionist in Charlestown, maintains a kind, respectful and helpful tone even under pressure. Last week as I was asking Jackie to help me with a copying issue at the copy machine, a call came in from an irate patient. Jackie stayed calm as she listened attentively to the patient's complaints. The patient was yelling and clearly upset. Jackie responded with kindness and understanding as she helped the patient get to the right person to resolve the problem. She is always ready to assist when I call from the field, and goes out of her way when faxes come in to make sure they get to the right person. Jackie is a great person and an asset to us in Charlestown. Thanks Jackie!
|
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 from the Street
|
|
ANNOUNCEMENTS AND UPDATES
|
|
ShoreTel to Avaya Transition
As we've shared before, the ShoreTel phone system is being replaced with the Avaya phone system, which is what is found in most of our office locations. Among other benefits, this will allow for ease of call transfers between departments and offices.
The Woburn office is tentatively scheduled for this upgrade beginning Friday, August 5, and continuing through the weekend. Everyone with Woburn-based office phone extensions (i.e. those beginning in 28XX) will be keeping their same extension and can be reached in the exact same way as today (i.e. direct dials remain the same as do virtual extensions).
Charlestown is scheduled for this transition at the end of August. Those dates will be shared as soon as they are confirmed.
More information will be shared in the coming days and weeks regarding what to expect and training opportunities for the new system. Staff are encouraged to begin reviewing saved messages they may have on the ShoreTel system and deleting what no longer needs to be saved.
|
|
Construction in Charlestown
It will come as no surprise to those who have been in the Charlestown office over the last few weeks that construction is underway. The conference rooms that were previously at the end of the hall will soon be located within the main office space and additional smaller meeting space has been created.
In the interim, the training room has setup shop in temporary quarters in the back of the office and meetings scheduled in the old conference rooms have been relocated to space within the main suite.
The construction is expected to be complete by the end of August and if you have any questions please reach out to Lorraine Potter, Director of Facilities, at lorraine_potter@vnacare.org.
|
|
VNA Care Participates in Meetings with Congressional Leaders on Hospice Issues
VNA Care was well represented at this week's "Advocacy Intensive 2016" sponsored by the Hospice Action Network, as nearly 300 representatives from hospice agencies descended on Washington, DC to meet with members of their respective Congressional leaders and their staff on issues of importance to hospice.
Among those participating included included Daiva Braunfelds, Vice President of VNA Hospice & Palliative Care, Dr. James Baker, Medical Director of VNA Hospice & Palliative Care, and Kathy Keough, Director of Government Relations for Atrius Health, who also works closely on home care, hospice and palliative care issues on behalf of VNA Care.
Attendees participated in a day-long program that included a variety of topics including advocacy, a deep-dive into hospice policy issues, and a panel of Congressional staffers who provided perspectives on the presidential election and what's ahead for Congress once they come back in session in the fall. In addition, attendees were briefed on several important pieces of legislation before Congress of importance to hospice caregivers and their patients including HR 5555 (Personalize Your Care Act) , S 1549 (Care Planning Act) and opposition to Medicare Advantage Carve-in of Hospice that has been proposed by the Senate Finance Committee's Chronic Care Working Group.
Pictured left to right are Daiva Braunfelds, VP of VNA Care Hospice & Palliative Care, Dr. James Baker, Medical Director, VNA Care Hospice & Palliative Care and Kathy Keough, Director of Government Relations, Atrius Health
Ms. Braunfelds, Dr. Baker and Ms. Keough then met with several members of the Massachusetts Congressional staff members including Congressman Jim McGovern, Congresswoman Katherine Clark and Nicki Tsongas as well as Senator Edward Markey. The meetings provided a valuable opportunity to talk about the importance of advance care planning and hospice in general, and several participants expressed an interest in visiting one of the hospice residences operated by VNA Care or to see our hospice caregivers in action.
|
CERTIFIED CLINICAL SERVICES
|
|
Creating an Amazing Patient Experience
By Judy Walsh, Director of Rehabilitation Services,
Paula Schultz, Director of Clinical Services,
Katie Callahan, Associate Director of Clinical Services,
Mary Sheils, Director of Hospice Clinical Services, and
Jeanne Callahan-Lydon, Senior Vice President, Clinical Services, Quality & Risk Management
Creating an Amazing Patient Experience is one of the six pillars supporting our vision of Transforming Care to Improve Lives. As part of our Strategic Plan, key areas have been identified by reviewing patient satisfaction survey results.
Communication presented itself as a priority for our patients and there are some simple things we can do to enhance the patient experience in this area. You will be hearing more in upcoming staff meetings around Communication Expectations, including calls to schedule visits and key items to ask/mention during each visit.
Communication Expectations for Clinicians, Prior to Visit:
Call with time of visit (2 hour range) and name of clinician by 10am day of visit (may call day prior for early appointments)
Visit scheduling call script: - Good morning/afternoon Mr/Mrs/Ms
- I am ____________ (credential) from VNA Care
- I am calling to schedule your appointment with me today between _____ and ______
- Is this a reasonable time?
- If I am delayed I will call and let you know.
- If you have any changes, please call_______________
Tips for Responding to Patient Questions/Problems with Proposed Visit Timing:- If patient questions the time range:
- Explain that visit times vary with patient needs & definitive times may lead to disappointment
- Patient requests visit before time-frame offered
- "I can reschedule you to another day this week to accommodate your needs"
- Pt reports MD Appointment that day:
- Explain that we will reschedule to another day to accommodate the MD visit (therapy can still visit on a day with MD appointment)
Professional appearance is another opportunity for us to inspire confidence in our competence. You'll be hearing more about this as well, but some key components include: - Wearing name badge
- Carrying our company issued bag
- Maintaining a neat, professional appearance including dress, hair and nails.
Here is something else you can start right away. Saying these two simple things as you leave a patient's home may help to reduce re-hospitalization and increase patient satisfaction:- Please call us first if you have any issues
- Is there anything else I can do for you before I leave?
More to come, and thank you for all that you do each day to ensure an Amazing Patient Experience!
|
CERTIFIED QUALITY AND RISK MANAGEMENT
|
|
Update on HGAIC
For all clinical staff. The following update came from our intermediary Palmetto regarding HGAIC. REMOVED FROM REQUIRED ELEMENTS FOR PLAN OF CARE: Medicare beneficiaries with DM must include monitoring and reporting of intermittent HGAIC no less than every 120 days: PALMETTO NO LONGER REQUIRES THIS STANDARD OF CARE FOR BILLING OR MONITORING REMOVED: Palmetto will maintain the quarterly HBAIC frequency for home health. REMOVED THE QUARTERLY REQUIRMENT ADDED: Physicians and home health agencies should consider the inclusion of HGAIC testing in the home care plan of care...this means that if your patient has DM, collaborate with MD to ask if HGAIC has been done and obtain results, if not ask if MD would like an order and please document in summary of clinical 485 and or MD order. THERE NEEDS TO BE A DOCUMENTED CONVERSATION WITH THE MD OFFICE REGARDING HGAIC AS APPROPRIATE TO PATIENT CARE PLAN (QA will not need to track this and SERS will not be generated for missing HGAIC) Update on TUG: the MAHC 10 is our standardized tool of choice for assessing patient for fall risk. The TUG is an additional assessment tool that you can utilize, it is not mandatory for electronic documentation in Encore or McKesson Rehab clinicians: If you choose not to administer the TUG, you may consider using another tool such as: Gait Speed, Berg, Tinetti, 30 Second Chair Stand Test, 2 Minute Step, to write or add to the individualized plan of care with goals.
|
|
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
| |
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
|
|
|
Encore Support Services Update
All support requests for both Encore and McKesson homecare programs can now be handled by calling the Clinical Applications Department call line at (617) 886-6730.
|
|
Celebrating the 25th Anniversary of State's First Hospice Home
Donations enabled the agency to purchase a two-family home at 65-67 Chilton St., Cambridge, in 1990 (left). Today, the de Rham Home serves up to five patients in private rooms (right).
The Elizabeth Evarts de Rham Hospice Home, the first residence of its kind in Massachusetts, turns 25 this year.
The Fund Development team is working with volunteers on the Hospice of Cambridge Development Committee to mark the occasion and raise funds to support the hospice home. A Toast to Hospice of Cambridge is scheduled for Wednesday, Oct. 5, at 5:30 p.m. in the Lincoln Institute of Land Policy in Cambridge. You can learn more at www.vnacare.org/cambridge.
If you know individuals or businesses who may want to make a donation, become a sponsor, or attend the event, please contact Karen Webber at 888-663-3688, ext. 1361 or Karen_Webber@vnacare.org.
|
|
Blue Cross and Blue Shield of Massachusetts Notice
To: All BCBS Health Plan Subscribers You may have received a notice in the mail from Blue Cross and Blue Shield of Massachusetts regarding the Massachusetts Requirement to Purchase Health Insurance. Please note that our 2016 Blue Cross Blue Shield health benefit plan meets the MA Minimum Creditable Coverage (MCC) requirement because it is combined with a Health Reimbursement Arrangement so that together the "net" deductible amount (i.e., the annual deductible less the annual Health Reimbursement Arrangement funding) and out-of-pocket maximum satisfy the MA requirement. You will receive a 2016 MA 1099-HC, (issued by BCBSMA) by January 31, 2017 which will indicate you did have Minimum Creditable Coverage (MCC) for the 2016 plan year.
|
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.
|
To learn more about career opportunities listed in the links above, contact Debbie Brown, Human Resources Manager at debbie_brown@vnacare.org.
|
|
Job Postings - VNACN and VNAH&PC
To learn more about career opportunities, contact a human resources representative:
|
|
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.
Key Initiatives Being Talked About:
- iPad to laptop conversion
- Speech recognition software
|
- Strategies to become the Employer of Choice
|
- Communication pathways
- Office/department moves
|
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.
|
|
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.
|
|
| July 25, 2016 | The Connecter |
Volume 5, Issue 30
|
|
|
FOLLOW US ON SOCIAL MEDIA!
|
|
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.
|
|
|
|
|
|
