Welcome to
AVERA.
CHOOSING TO SERVE We are happy to welcome you into the Avera family! You are joining a very large family, a system connected by thousands of dedicated individuals across a five-state region. We are delighted you have chosen to share your talents with our patients and employees. Thank you for choosing to serve at Avera.
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MY WORK INFORMATION Employee name: Employee ID number: Email: Phone: Work address: My supervisor’s name: Email: Phone: Cell: Orientation details:
We hope you find this booklet handy as you begin your career at Avera. It provides a comprehensive view of Avera’s history as well as our dedication to a compassionate workplace culture. Visit KnowledgeNet to learn more. PAGE 3
AVERA’S CATHOLIC IDENTITY Avera came into existence in 2000 when the Benedictine Sisters of Yankton, S.D., and the Presentation Sisters of Aberdeen, S.D., merged their health ministries into a single entity.
These two orders of women religious serve as Avera’s sponsors; that is, their association with Avera gives it the status of officially being a work of the Catholic Church. As a Catholic organization, driven by a mission to follow Jesus, we strive to serve all those in need. Many of the people Avera serves, and many of the people who work for Avera, are not Catholic. We welcome colleagues of any faith who believe our mission and values are worthy of their commitment.
“Let love be sincere; hate what is evil, hold on to what is good; love one another with mutual affection; anticipate one another in showing honor.” ROMANS 12:9–10 PAGE 4
CARE FOR THE POOR AND MARGINALIZED Avera’s ministry calls us to care for the poor, frail and at-risk people of society. We are especially attentive to those whose resources are limited. CARE FOR THE WHOLE PERSON The Gospel challenges us to keep the whole person in view at all times. We are called to minister to people’s physical, emotional, spiritual and social needs.
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AVERA’S MISSION
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Avera is a health ministry rooted in the Gospel. Our mission is to make a positive impact in the lives and health of persons and communities by providing quality services guided by Christian values.
ACTIVITY What does Avera’s mission statement mean to you? Circle any words or themes in the mission statement that stand out to you. Reflect on why those words are important to you.
Talk with your leader for additional ideas on how to apply Avera’s mission into your new role. PAGE 7
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WHY IS OUR MISSION STATEMENT IMPORTANT? The Avera mission statement defines our identity and purpose. It guides our decision-making and makes us different from many other organizations. We seek to care for people, blessing them with the same kind of love and attentiveness that Jesus showed for the people He encountered.
HOW DO I MAINTAIN THE MISSION? Our mission shapes the way we care for our patients and one another. Avera helps its employees deepen their understanding of the mission through Avera Daily Lineup, ongoing mission formation, leadership programs and special events.
WHY AND WHERE DO WE PRAY? We reserve a time for prayer and reflection following Avera Daily Lineup, at the beginning of meetings and during events to help us focus and ask for God’s guidance.
WHAT DOES THE AVERA LOGO REPRESENT? • The cross represents Jesus’ ministry and the Sisters’ Catholic heritage. • Green represents renewal, hope and new life. • Doves represent the Holy Spirit and peace. • Hands represent prayer and our mission of caregiving.
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AVERA’S VALUES
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COMPASSION The compassion of Jesus, especially for the poor and the sick of body and spirit, shapes the manner in which Avera employees, physicians, administrators, volunteers and sponsors deliver health care. We express compassionate care through sensitive listening and responding, understanding, patience, support and healing touch.
HOSPITALITY Jesus’ encounters with individuals were typified by openness and mutuality. The Avera community expresses hospitality by means of a welcoming presence, attentiveness to needs and a gracious manner, seasoned with a sense of humor.
STEWARDSHIP Threaded through the mission of Jesus was the restoration of all the world to right relationship with its Creator. In that same spirit and mission, the members of Avera treat persons, organizational power and Earth’s resources with justice and responsibility. Respect, truth and integrity are foundational to right relationships among those who serve and those who are served.
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AVERA’S BELIEFS STATEMENT
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“Whatever town you enter and they welcome you... cure the sick... and say to them, ‘The kingdom of God is at hand.’” (Luke 10:8-9) Members of the Church follow the example of Jesus, therefore, when they carry out the work of healing — not only by caring for the physically ill, but also by working to restore health and wholeness in all facets of the person and the community. Wholeness in the Christian perspective includes the physical, emotional, spiritual and social.
KnowledgeNet Find the full Beliefs Statement and other Mission information on KnowledgeNet, Avera’s system-wide intranet that features Avera news, IT resources, Human Resources information, education opportunities and more!
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WE ARE ONE AVERA
Avera is a regional health system comprised of more than 300 locations in 100 communities throughout southeastern South Dakota and surrounding states.
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Avera care facilities are a ministry of the Benedictine Sisters of Yankton, S.D., and the Presentation Sisters of Aberdeen, S.D. The Sisters opened their first hospitals in South Dakota more than 115 years ago, and today their ministry has expanded to serve the needs of an ever-changing population. • 72,000-square-mile footprint • 17,000 employees • 1,500 physicians
SIX REGIONAL CENTERS Avera’s Central Office is based in Sioux Falls, S.D., and our health system is comprised of six regional centers: • • • • • •
Avera St. Luke’s Hospital in Aberdeen, S.D. Avera Marshall Regional Medical Center in Marshall, Minn. Avera Queen of Peace Hospital in Mitchell, S.D. Avera St. Mary’s Hospital in Pierre, S.D. Avera McKennan Hospital & University Health Center in Sioux Falls, S.D. Avera Sacred Heart Hospital in Yankton, S.D.
Historically, our leadership has been very regionally focused. After the Benedictine and Presentation Sisters combined their health systems and founded Avera 20 years ago, leadership from all regions began collaborating in order to strengthen the system as a whole. Avera’s care continuum extends far beyond hospitals to include primary and specialty clinics, home and hospice care, retirement communities, fitness centers and more. Successful endeavors in bringing our large system of six regions a little closer include standard practices in specialty services and strategic business units. Other Avera entities and health care providers include: • • • •
Avera eCARE® Avera@Home Avera Health Plans and DAKOTACARE Avera Medical Group
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TRANSFORMING OUR MINISTRY
Health care is changing. We’re finding new ways to deliver holistic care that’s also high quality and affordable. Each of us has a role as we make these transitions. As we move into the future, health care will become more about keeping people healthy than treating them when they’re sick. Avera is taking steps in this direction through programs like Coordinated Care and Accountable Care Organizations (ACOs). PAGE 16
SPECIALIZED CARE With expert care in 60 medical specialties, Avera brings a full spectrum of health and preventive services to the people of the region. Thirteen specialty areas have launched a service line — a care delivery system within a specialty that is driven by best-practice guidelines. In addition, that care is delivered across the system — not just one location. Service lines allow for greater continuity of care across Avera. The service line model allows hospitals and clinics to strive to bring consistency to the myriad of services for patients and to the many resources that are part of providing quality care. Hospitals and health system leaders, including Avera, are adding service lines in more areas of specialization in an attempt to improve the delivery of care in a more cost-efficient way.
Service lines are medical specialties driven by best-practice guidelines carried out across the Avera system. PAGE 17
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AVERA’S PRIORITIES • Ensure the marginalized have access to care • Attract, develop and retain talented employees • Provide seamless care and engage those we serve • Utilize innovation for quality, productivity and accessibility purposes • Become stewards of our resources
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PURPOSE. IMPACT.
YOU.
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Purpose sets your day IN MOTION. It’s what drives you as soon as your feet hit the floor in the morning. As Avera employees, making a POSITIVE IMPACT in the health of people and communities we serve fulfills our purpose — THE AVERA MISSION. Avera’s sponsors and leaders are grateful that you are a part of Avera. You have chosen a noble profession to participate in the health ministry of Jesus. Whether you work in direct patient care or in a support service setting, every day that you arrive at Avera you make a difference through your work and in your department. That’s why we believe Avera’s greatness begins with YOU.
“Let us not grow tired of doing good, for in due time we shall reap our harvest, if we do not give up.” GALATIANS 6:9 PAGE 21
SERVICE EXCELLENCE
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As a health care ministry, our mission and values are the foundation of our organization and provide the framework to guide us. As Avera employees, we are responsible for making our mission and values come to life through our actions. The Avera Way is our commitment to make our mission and values real. Guided by Christian values, we commit to consistently deliver an excellent experience to every person at every encounter. This is the Avera Way.
ACTIVITY Think of a service that you frequently use. Write down five things you expect from that service: 1. 2. 3. 4. 5.
“Whoever pursues justice and kindness will find life and honor.� PROVERBS 21:21 PAGE 23
THE AVERA STANDARDS FOR SERVICE EXCELLENCE
The Avera Standards for Service Excellence, which together spell “CARE,� are guidelines and behaviors that ensure our customers receive excellent service delivered with care and compassion. The Standards for Service Excellence or the CARE Standards are an essential focus for every employee to be successful in our commitment. The Avera Way is not just a commitment to our customers, it is living our mission and values with every person at every encounter. PAGE 24
COMMUNICATION
We are committed to communicate effectively and compassionately in every interaction.
Effective communication is key in demonstrating care and concern and reducing anxiety. By acknowledging people, listening attentively, explaining procedures or processes, and providing updates we create a positive experience and build relationships with our customers. ATTITUDE
We are committed to serve every person with hospitality and kindness
Our customers often feel vulnerable and helpless when receiving health care. Our attitude has the power to make interactions positive and uplifting, heightening customer experience. Consider each interaction an opportunity to make a positive impact. We are committed to anticipate and to respond graciously to the needs of those we serve. Sometimes patients and families are hesitant to ask for further assistance. When we place ourselves in their situation, we have the ability to offer comfort measures, services or information that will be useful to them. RESPONSIVENESS
ENGAGEMENT
We are committed to a spirit of accountability and are responsible for every encounter.
This is our organization and we have a personal investment in its success. Being accountable for our jobs, actions and to each other builds trustworthy relationships with our team and ensures quality services for our customers.
To learn more about Service Excellence, ask your leader about CARE Camp! PAGE 25
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Part of the Avera CARE Standard of Communication is AIDETSM. AIDET is the verbal communication tool that employees are expected to use during every interaction with every person with whom they come in contact. AIDET is an evidence-based framework to share information with customers that decreases anxiety, increases compliance and understanding, improves outcomes and increases satisfaction. AIDET stands for: ACKNOWLEDGE with a smile and a greeting. INTRODUCE yourself using name and position. DURATION of procedure or interaction is explained using specific time frames. EXPLANATION is given for procedure, care or service being provided. THANK YOU — express gratitude.
Meet your coworkers at Avera Daily Lineup! Each day, your coworkers congregate to hear the latest news happening within the Avera system. This is an excellent time to share personal perspectives as well as information pertaining to your own department. PAGE 27
WELCOME TO AVERA
THE FIRST SIX MONTHS
FIRST DAY
Your leader and team want to ensure that you feel welcome and excited about your decision to join Avera.
FIRST WEEK Regular communication between you and your leader helps foster a healthy working relationship.
CHECK-IN Avera General Orientation (Choosing to Serve)
FIRST MONTH The first month is a big one! Your leader is interested in how the new job is treating you.
FIRST 60 DAYS Your leader would like to chat about how your onboarding is going.
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PURPOSE. IMPACT.
YOU.
FIRST 90 DAYS You’re hitting your stride and making progress. Address any questions and needs with your leader.
CHECK-IN CARE Camp
FIRST SIX MONTHS Interested in additional development opportunities? Talk with your leader. We are committed to supporting you in your career journey.
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KEY TAKEAWAYS
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Purpose. Impact.
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YOU. Follow Avera on social media to keep up to date on events and news happening around the system.