MAY 2011 EDITION
EMPLOYEE NEWSLETTER HOSPITAL | SENIOR CARE CENTER | FOUNDATION
WWW.GUNNISONVALLEYHEALTH.ORG
GOING FOR THE GOLD Gunnison Valley Hospital Seeks Joint Commission Gold Seal of Approval On March 23 and 24th Gunnison Valley Hospital underwent a two day intensive review by two surveyors from The Joint Commission. They evaluated both the safety of the building and equipment and the safety and quality of patient care. Both have vast experience and credentials as practitioners of their professions, in addition to surveying hospitals. Dr. Amir Ansari is a practicing Hematologist with over 30 years of experience, and Mr. Peter Jaroscak is a certified Fire Fighter, Fire Inspector, and was the Director of Safety Betsy Blair and Security at his hospital for 23 years. Chief Operating Officer GVH has chosen to become Joint Gunnison Valley Health Commission accredited, even though most patients (customers) don’t know what it is. Dr. John Tarr notes that inspection by an outside agency prevents us from becoming complacent, since we may not be able to see our own deficiencies. Many of the JC standards are also conditions of participation in Medicare, and much of the Hospital’s reimbursement and our State licensure are contingent upon compliance. In addition, the surveyors visit many hospitals and share best practices with us through consultation with staff and Leadership. As an example, Dr. Ansari demonstrated how our infant security system could be easily disabled by someone wanting to steal a baby. Over the past 10 years, the JC has emphasized Patient Safety by promoting evidence based safety practices like time outs before surgical procedures, hand washing, labeling medications, medication reconciliation, falls prevention, and others. These practices have been proven to reduce wrong site surgeries, life threatening infections, and deadly medication errors. During the Leadership Interview, Dr. Sherry Niccoli, Chief of Staff said “There is a changing paradigm of how physicians think about their patients: we need to recognize that it is a team effort versus the captain of the ship. We all need to work together to help keep our patients safe.” Carol Kennedy, Chief Nursing Officer continues to remind us that Joint Commission Accreditation should be considered minimal compliance and that we must strive for excellence above and beyond what is required by regulations. As a result of the survey, the surveyors found several areas of noncompliance, some of which relate to building safety and some to patient care. The Hospital must submit evidence of actions taken to correct the deficiencies within 45 to 60 days, depending on the standard. Once
BUILDING SAFETY DEFICIENCIES INCLUDE: I I I I
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Unsecured medical gas tanks, which can become missiles if they fall over and damage the outlet fittings. Uncovered electrical junction boxes posing electrocution and fire risk. Deficient documentary proof that the emergency generators and transfer switches work. Several of the fire dampers that prevent spread of smoke and fire through the heating and ventilation system hadn’t been tested in the last 6 years, and some were even not accessible behind walls and ceilings. Parts of the fire sprinkler system hadn’t been tested, and couldn’t due to inadequate drains to allow such testing.
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Some fire extinguishers hadn’t been checked.
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The fireplace in the lobby could burn anybody touching it.
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The Medical Gas Storage Room didn’t have a sign to inform the Fire Department in case of emergency. Some fire extinguishers in the lab were mounted too high or behind other equipment, making them hard to reach.
UNSAFE PATIENT CARE CONDITIONS FOUND INCLUDED: I
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Several unsafe abbreviations. Despite the fact that, upon further review, the percentage did not necessitate formal GVH response, patient safety is still at risk. Many medication orders were incomplete, not listing doses, frequencies, routes, etc. The Pre-Anesthesia evaluation had not been properly documented prior to the patient going to surgery in two cases. The containers of Steris Strips used to verify proper sterilization of surgical equipment were not dated at opening, making it impossible to verify that the equipment was adequately sterilized between patients. Ongoing review and supervision of CRNA performance could not be documented.
these corrections are completed and approved by the JC accrediting board, GVH will receive 3 years of full accreditation. The next Joint Commission unannounced survey can occur anywhere between 18 and 36 months following this recent survey. Dr. Ansari noted that this is a particularly short list of deficiencies and complimented the Hospital on many areas of exceptional patient care and sound practice. He was very impressed with the work that had been done in the area of Emergency Preparedness under the leadership of the EM Team Please see GOLD on page 2
SPOTLIGHT ON: DIABETES SUPPORT PROGRAM 4 | COMMUNICATION SURVEY 5 | JOIN THE GERIS! 6 | TRAINING CORNER 7
NURSING: THE GLUE THAT BINDS US “Most people are about as happy as they make up their minds to be.” Abraham Lincoln Attitude makes a difference in everything we do. For NURSES, there is an expectation that our compassion and upbeat outlook will shine through every day, for every patient, no matter what the day holds. A nurse’s comforting presence inspires courage and gives hope to those in need of a tender touch and a friendly smile. The power of a positive attitude and enthusiasm for nursing DOES make a difference to our patients and their families. When I stop and think about it, I feel incredibly blessed to have “stumbled” into nursing as my career choice 35+ years ago. Nurses are in a position, if we choose to look, to find reasons to be enthusiastic about nursing every day. We are in a position to meet peoples’ essential needs. We sometimes get to experience the adrenaline rushes. We sometimes get to help healing happen. We know we’re doing good, even on “bad” days. We are in a position to make a difference in people’s lives. As Gandhi once said, “The best way to find yourself is to lose yourself in the service of others.” Nurses are in a position to serve others every day at work if we so choose. Nurses are at the intersections of patients’ care. Nurses are the coordinators and facilitators of patients’ care throughout the healthcare system. As the only 24/7 on-site department of the hospital, nurses are indeed the “glue” that keeps things together. The nurse SHOULD be the one who knows and coordinates the plan, including the subtleties of Carol Kennedy the plan, for every patient. Ancillary staff and other professionals needing access to the patient for treatments, therapies, Chief Nursing Officer and diagnostics really need to receive an actual hand-over of patient care from the nurse prior to interacting with the Gunnison Valley Health patient. This crucial step would improve the chances of the patient’s safety always being our focus by communicating the importance of continuing oxygen or important monitoring that the patient shouldn’t be without. Patient safety is inherent in the licensing of Registered Nurses. Being at the intersection of a patient’s care can and should be a positive experience that improves coordination of services for each patient. We all need to work together to stay positive and play our part through complete communication with one another to ensure that our patients’ experiences are always excellent!
HOSPICE ART FROM THE HEART The 3rd Annual “Art from the Heart” event to benefit Hospice & Palliative Care will be May 3 through May 31, 2011, hosted by Gunnison Gallery at 124 N. Main Street. Anne Michel, owner of Gunnison Gallery, and the H&PC Advisory Board organize this yearly event. The primary effort of this event is financial benefit, but it also provides an opportunity to promote public awareness about H&PC. A number of the artists who participate have had personal experience with H&PC, but all of them really give from the heart to help make this a success. This year’s event features more than 43 terrific art pieces, including color photography, original watercolor and oil paintings, black & white photography, original clay works, massage therapy, fused glass, hand painted silk, original jewelry, and giclee prints, to name a few. The event kick-off reception takes place during the Gunnison Gallery Crawl on May 6 from 5 p.m. to 8 p.m. and will conclude on May 31. Last year’s event raised more than $2,500 and this year we anticipate a higher goal. Please join us in celebrating “Art from the Heart” and thank all the artists who generously donated pieces for the event through your participation. We hope to see you sometime between May 3 and May 31.
GOLD from page 1
The Joint Commission has accredited hospitals for over 60 years and today it accredits approximately 4,168 general, children’s, long term acute, psychiatric, rehabilitation, and specialty hospitals, and 378 critical access hospitals, through a separate accreditation program. Approximately 82% of the nation’s hospitals are currently accredited by The Joint Commission. The entire GVH family can be proud to be among those 82% that are not relying solely on themselves to judge the quality and safety of the care we provide. Continuous improvement is a part of our culture because we hold ourselves to the standards of the Joint Commission.
and John Cadwell. Dr. Ansari noted that our physicians were much better than most at dating and timing their orders. Peter Jaroscak commended the Safety Committee on the excellent plans and processes that have been put in place to monitor and improve overall safety of the environment of care. Dr. Ansari was pleased to report that he did not find any deficiencies that had immediate concern for the safety of our patients. The Hospital can celebrate this successful survey as a result of the dedicated efforts of the members of our Leadership Team who have worked diligently to learn the standards, study best practices, conduct tracers and rounds, heighten awareness and spread knowledge among staff.
Betsy Blair Chief Operating Officer Gunnison Valley Health
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PATIENT SAFETY
EVERYONE PLAYS AN IMPORTANT ROLE
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Here’s a great exercise called the Stroop Test! Grab a partner who hasn’t seen this piece yet. Ask them to tell you the color of the letters in each square (not what the actual word says). When you begin, point to a square and very quickly move along to the next one without giving them a chance to think. Five or six boxes should do the trick. Now, start over asking your partner to do the same thing, but give them 1-2 seconds before you move on to the next square. This exercise clearly demonstrates how important it is to take the time to think and allow yourself to process what you’re doing before taking action.
HOSPITAL SECURITY REMINDER THE HOSPITAL SAFETY COMMITTEE WOULD LIKE TO REMIND ALL HOSPITAL STAFF OF THE FOLLOWING SECURITY PRECAUTIONS: I
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Always be aware of your surroundings. Take note of ANYTHING or ANYONE that seems out of place. If during week day hours of 8-5 notify the Facilities Director, your Department Director, a member of the Executive Team or the Safety Committee to report the unusual observation. Page a Code Grey if immediate assistance is needed from hospital staff.
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Call 911 if you feel there is a potential for harm to a patient, visitor, staff member or hospital property and you need immediate law enforcement assistance any time day or night. After calling 911 contact Facilities Management, the COO, a member of the Executive Team or the Administrator on Call.
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Take action to protect all individuals from personal injury; however, don’t physically confront any individual. As the weather gets warmer, please DO NOT PROP OPEN EXIT DOORS! Most importantly this allows unauthorized access to any passer by. Propped doors compromise the hospital’s lock down capabilities. Least of all it can compromise the air handling systems for cooling and heating.
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If treating a patient alone, alert another clinical department or the Nurses station that you are in your work area caring for a patient. Know where the closest duress signal is located in your work area. Assure department doors are locked when the last person leaves for the evening. Remember patients/guests are not always in the hospital legitimately. If you come across an individual in an unusual area of the building speak with them, use eye contact, ask if you can help them, and take them to a waiting area of the building while you work to assist them with their needs. Check with the Nurses station to see what if any contact they have had with the individual. Avoid being in a secluded part of the building without other staff knowing you are there alone with a patient/guest. Whenever law enforcement is called on behalf of the hospital, be sure to record the incident on an Occurrence Report/Risk Web. This allows data collection and review regarding safety issues.
Hospital employees are urged to read the Security Management Plan – EC 2.10 in your department Environment of Care Manual or on ROBO Info.
GVH BENEFITS: DID YOU KNOW? EBMS, our Benefits Provider, has a secure online site at www.ebms.com that members can access to find out important information about the benefits you have elected. By creating your own secure login, you can view your recent claims and their status, how close you are to reaching your Health Insurance Deductible, Update your Life Insurance beneficiaries, print Flex Claims Forms, and more! All you need to create your Member Login is your Member ID number, which is found on your insurance card. Or, if you don’t participate in the Health Insurance plan, please ask HR and we can give you your Member ID number. As always, HR is here to help with any Health Insurance or Benefits related questions you may have! Swing by and see us, or email your questions to Quincy Knight at qknight@gvh-colorado.org.
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SPOTLIGHT ON: GVH DIABETES SUPPORT PROGRAM The Diabetic Support Program is a comprehensive approach to diabetes education, management and support provided to our community by Gunnison Valley Health. The program was created by Barb Hammond, RN, in 1998; then the responsibility was passed on to Donna Wilkinson, RN, around 2004 and in 2007 Shelly Higgins, RN, was handed the torch to carry on the program. The support program is for people with diabetes and their family members. The group meetings provide information on a variety of topics and offer support and an opportunity to interact with others who have diabetes. In 2009 Shelly and GVH Dietician Susan Harrison, MS, RD, started conducting first-time diabetic classes, free of charge! This is a two-part class. Part one is conducted by Shelly and she focuses on the physiology of diabetes, and tries to hit home that it’s not all about your sugar intake since during digestion everything turns into simple sugars. Through diagrams she also describes where insulin comes from and the whole process of what’s going on in a diabetic’s body. Part two is conducted by Susan and she focuses more on their diet. She has the participants track what they eat for a few weeks and then reviews each person’s log with them personally with suggestions and educational points. By completing this class, participants receive a full overview of diabetes that covers topics such as: blood glucose monitoring, carbohydrate counting, preventing the complications of diabetes, and improving your A1C. This year they’re focusing on trying to get guest speakers to come and participate during the support group sessions. It’s also important to Shelly that we keep our nurses educated on diabetes, so she’s arranged guest speakers for them as well. She had an endocrinologist that came and spoke with nurses last year to keep them up to speed when dealing with patients. The Diabetic Support Program has 6 sessions in 2011 with 6 guest speakers on the schedule. Here is the schedule for 2011: I
March 23 at 5:30pm
Diabetes & Eye Health
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April 14 at 2pm
Diabetes & Complementary Medicine
Roanne Rouse Houck, ND
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June 3 at 1pm
Diabetes & Oral Health
Dr. D. Zirker, DDS
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August 6 at 4pm
Personal Health Habits & Making Changes
Shelly Higgins, RN & Susan Harrison, MS, RD
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September 22 at 1pm
Emotional Stress of Chronic Illness
Lois Cashman, SW
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November 15 at 2pm
Diabetic Medications
Karen Gorman, PhD
Dr. A. Adamich, Optometrist
Whether you are newly diagnosed with diabetes, have pre-diabetes or need a refresher, the support program is designed for all. You can get a plethora of information online and in books, but some learn better by hearing it first-hand and being in a classroom environment. Participants are also able to talk amongst themselves and share their experiences with each other. To have someone to talk to in the support group and know you’re not alone is a great comfort, as once you have diabetes you always have it. It’s a great tool to provide to our community and it’s the only one of its kind in the area!
WE’RE MOVING!
EMPLOYEE FEEDBACK WANTED!
It’s time to move into the new hospital space! Pending the Temporary Certificate of Occupancy from the State and City by the morning of May 13, we are planning to move May 13 – 15. The Laboratory hopes to be all moved in on the 13th and operational by the end of day. Registration will move over the weekend (May 14-15) and Radiology will be moving over the three days. Thanks for your patience and cooperation during this move!
Employees are urged to give us your thoughts on the following topics:
NEW PRICES FOR MRI’s
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Employee preference in receiving Years of Service recognition through: • •
On April 15, 2011, all MRI prices were decreased by 25%! Gunnison Valley Hospital is the only hospital between Denver and Grand Junction that offers a full strength 1.5 Tesla Short Bore MRI machine. When compared to other hospitals, our prices are not only competitive but actually lower. Anyone in the region who is claustrophobic will want to have their exam done here! Help us spread the word!
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A smaller facility specific recognition periodically through the year; or, An annual recognition for ALL Gunnison Valley Health employees
The above topic is under review and your opinions are greatly valued. Please feel free to respond via the suggestion boxes, email, or written notes to HR or any Executive Team member. Thank you for sharing your thoughts!
CHECKING THE VITALS ON COMMUNICATION You might remember in August 2010, Christina Zibelli in Human Resources conducted a survey specifically on the subject of communication throughout the organization. We had paper copies, and an electronic version using Survey Monkey online. A summary of the results of that survey are included below. As a result, several methods were implemented in hopes of finding solutions. In October, we began distributing the monthly employee newsletter as a paper version and posted it on our website in an employee-only tab. We also started sending email notifications through GVH and personal email (by request only), through CPSI and CareTracker, and posting notices on the bulletin boards. We created anonymous suggestion boxes and setup a “Chat with the Chief” for you to be able to have open dialogue with senior management. It is now over six months later, and we want to check back in with you to find out if you’ve seen improvement and to get your suggestions! From April 25 – May 6th, we will have another Communication Survey so that you can let us know how we’re doing and share your suggestions. Christina will be distributing paper copies and sending out an email with the electronic link, so keep your eyes peeled! Remember, we need your feedback in order to improve, so please participate! For questions, contact Christina Zibelli in Human Resources at 641–7232.
AUGUST 2010 COMMUNICATION SURVEY RESULTS YOUR RESPONSE RATE: LOCATION: RESPONSES/NO. OF EMPLOYEES: Assisted Living: 10/13 | Home Medical Services: 11/28 | Hospital: 95/172 | Senior Living Community: 26/87 TOTAL RESPONSES: 142/300 *Number of employees is an estimate as these numbers change frequently. YOUR PREFERRED ELECTRONIC METHOD OF COMMUNICATION: 1. Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64.1% 2. Create an Intranet. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30.3% 3. Blogs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.6%
YOUR TOPICS OF INTEREST: 1. Employee Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68.6% 2. Career Advancement/or Educational Opportunities. . . . . . . 64.1% 3. New Building Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56.3% 4. Board Meeting recap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33.8% 5. Other Department’s roles within Gunnison Valley Health . . . . 31.9% 6. Employee feature article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20.4% 7. Visiting physician schedules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19.9% 8. Message Board w/ personal ads (ie: apartments, garage sales, for sale, etc.) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18.7%
Most Popular comment: CPSI emails disrupt my workflow, and I don’t have email access through GVH. I would sign up to receive info through personal email! YOUR PREFERRED FACE-TO-FACE METHOD OF COMMUNICATION: 1. Quarterly “State of the Organization” meetings with CEO. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65.5% 2. Open House tours of other departments. . . . . . . . . . . . . . . . . . . . 34.5%
HOW YOU’D LIKE TO SHARE YOUR INPUT WITH LEADERSHIP TEAM: 1. Anonymous suggestion box…overwhelming response . . . . . 60%
Most Popular comment: Not everyone would be able to attend inperson meetings due to scheduling and the nature of our business.
YOUR PREFERRED METHODS OF COMMUNICATION: 1. Electronic methods (ie: email, intranet, videos, etc.) . . . . . . 49.3% 2. A mixture of electronic, face-to-face, and paper methods . . . . 23.2% 3. Paper methods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17.6% 4. Face-to-face . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9.9%
WHERE YOU FEEL COMMUNICATION NEEDS THE MOST IMPROVEMENT: 1. Between departments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40.1% 2. From Executive Team to all GVH Staff. . . . . . . . . . . . . . . . . . . . . . . 35.9% 3. From Department Director to Department Staff. . . . . . . . . . . . 14.8% 4. From GVH Staff to Executive Team . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.3% 5. Between Co-workers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.8%
HOW OFTEN YOU WOULD LIKE TO RECEIVE INFORMATION? 1. Once a month . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50.7% 2. Once a quarter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49.3% YOUR PREFERRED PAPER METHOD OF COMMUNICATION: 1. Employee Newsletter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75.4% 2. Bulletin Boards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24.6% Most Popular comment: Please avoid using too much paper!
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PLAY BALL! JOIN THE GERIS! CNAs’ names; bonds were formed among co-workers/teammates that continue to this day. The existence of this team is more effective and valuable than any team building or facilitation exercise for which the organization could ever pay, hands down. The point really is not to win: we’ve always invited anyone of any skill level to play and we are universally perceived as the “favorite” team in the league for this reason. This program promotes unity among staff, physical exercise, friendly competition and teamwork. We are in this to have FUN which is a fundamental need for a health care worker in any position. The spring season begins on April 11th, for 11 total games on Mondays and Wednesdays and we have a team of 12 on the closed roster. The summer season begins in late May/early June and will be open to ANY employee of Gunnison Valley Health; you are welcome to be a participant or a spectator at ANY time and we encourage you to do so. If you are interested in playing this summer, please contact me at dbreiner@gvh-colorado.org, or (970) 596–6078.
Springtime in Gunnison: High winds, mud and the occasional recurrence of winter weather. This is standard for the valley; however, the members of the third-season, GVH Geris Softball Team, merely equate springtime with 1. when the fields will be clear of snow for batting practice and; 2. how soon the sun will set over Jorgensen Ice Rink so it would actually be possible to catch a fly ball in right on the Northeast field. The 2009 inaugural season for the Geris may not have looked like much of a success, with our record for the regular season (0-16), but we did win the first game of the End of the Season Tournament. If you had been a spectator at this particular game, you would have thought we had just won the World Series. The 2010 season was significantly more successful with numerous wins and one phenomenal game lasting 11 innings against Beleza, arguably the best team in the league (which we ultimately won by SCC CNA Kevin Plowman’s RBI with CNA Phalynn Terry scoring the winning run). Once again, this was truly a World Series moment. The GVH Geris Softball team and the camaraderie formed by being on the team (or even non-participants coming to watch fellow co-workers play), has played an integral part of extending the team effort necessitated by our profession. At our first game in June, 2009, all we talked about in the dugout was work; the next day at work, all we talked about was softball. By the second game, people from Culinary actually learned
PLAY BALL! Derik Breiner Culinary Services Manager/Geris General Manager GVH – Senior Care Center
HOSPITAL WEEK IS COMING! Keep your eyes and ears open for lots of fun activities during Hospital Week, May 9 through 13, 2011. Here are some events to look forward to: I I
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Backyard BBQs at the Foundation house High Peaks Employee Club Participation Drive
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FREE 5-minute massages Hospital Years of Service Recognition
And more! Contact Lauren Holbrook at (970) 641–8406 if you’d like to help out!
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TRAINING CORNER
E-MAIL ETIQUETTE
Projecting a professional image for your organization is important in all aspects of communication, but specifically in emails since receivers do not have body language, voice tone, or verbal cues available to use in order to decipher the meaning behind statements. Effective email communication is important not only in projecting a professional image, but also for efficiency and legal reasons. Emails that are professional and get to the point (instead of lengthy and roundabout) are much more effective. Team member awareness regarding what is appropriate to put in an email can also protect the organization from costly lawsuits.
TIPS FOR EFFECTIVE EMAIL Always include a relevant subject heading that will help recipients determine if they need to read the email right away and if they need to take action. Do not leave the subject field blank. THE BODY OF YOUR EMAIL: I Be sure to include a greeting based on your work relationship with the recipient, whether it’s on a first name basis, or more formal using Dear Mr., Mrs. or Ms, or a generic greeting to a group of people, such as “Good morning”. I Write short paragraphs to keep the recipient interested in the
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information you are trying to present. When writing directions, steps, or emphasizing important points, use #’s or bullets to be clear. Always end with a concise and straight-forward closing such as, “Thank you”, or a short phrase like “Thank you for your time. I look forward to meeting you tomorrow.” Eliminate any unnecessary words and revise any sentences that might be confusing. Avoid using jokes or any phrases that a recipient might misconstrue since they don’t have body language, tone of voice, or verbal cues available to decipher your meaning.
TIPS FOR EMAIL ETIQUETTE I
TO, CARBON COPY (CC) AND BLIND COPY (BCC) I People listed in the “To” field are those who need to take action. If all receivers are in the “To” field, either they all do something or they all do nothing. I You should cc (carbon copy) only those people who need to know the information but do not necessarily have to take any action on it. I Do not cc a manager/supervisor just to vent a frustration or to put someone on the spot. I Management should only be included in emails when an issue cannot be resolved through standard channels. I Bcc is advisable when recipients do not personally know each other. USE OUT-OF-OFFICE I When you are away from the office or on vacation, use the out-ofoffice application to let other people know about the alternate contact person. I Specify in your out-of-office message the period of time you will be absent and the day you will be back or will start answering the emails. COLORS/UNDERLINE/BOLD I Leave colorful backgrounds, rich fonts, and animated images for your personal email or website. Your color and formatting choices can make your emails impossible to read. FLAMING – Avoid writing an email message when you are upset with someone (this is called flaming). Flaming tends to create a great deal of conflict that spirals out of control. What you say in an email cannot be taken back. How do you respond to a flame? I Empathize with the sender’s frustration and tell them they are right if that is true. I If you think you are right, thank them for bringing the matter to your attention and explain what led to the problem in question. I If you are aware that the situation is in the process of being resolved, let the reader know at the top of the response. DO NOT OVERUSE ‘REPLY TO ALL’ I Only use ‘Reply to all’ if you really need your message to be seen by each person who received the original message. If not, just reply to the sender. DO NOT FORWARD CHAIN LETTERS, JUNK MAIL OR SPAM I It slows down the network and it is a waste of valuable resources. It is better if you delete chain letters. Also, do not send or forward emails that contain defamatory or offensive remarks, you could be creating a hostile work environment for someone.
Never open an email form an unknown sender and never open an attachment or a link from an unknown sender. It could be a virus. EMAIL PRIVACY I There is no such thing as a ‘private email’. Personal emails sent from the office are regarded as official company communications regardless of content. I Be aware of the information forwarded to people outside the company. Internal communications should not be forwarded to anyone outside the organization. I The rule of thumb: Do not send anything by email that you would not want posted on the company bulletin board. ACRONYMS & ABBREVIATIONS I If you use acronyms or abbreviations, make sure your reader already knows what they stand for. If you are not sure, use the abbreviation with an explanation immediately behind it. RESPONSE TIME I Try to respond to your emails within a couple of days (and if you can’t offer an extended reply, at least inform them of your situation). I Potential business relationships can end due to tardiness in responding to emails. If the email is complicated, just send an email back saying that you have received it and that you will get back to them. ANSWER ALL THE QUESTIONS I Answer all the questions in an email. If you do not answer all the questions, you will keep receiving emails from the original sender for answers. If you are able to pre-empt relevant questions, your reader will be impressed with your efficient service. DO NOT OVERUSE HIGH PRIORITY I Overusing will cause the recipients to ignore the real urgent emails and can damage your credibility as a professional. Use high priority when it is absolutely urgent. REPLY WITH HISTORY I An email without a history will make the recipient wonder what the email is about. I When you reply to an email always use “Reply to Sender” or “Reply” instead of creating a new email. AVOID SOLVING PERSONAL CONFLICTS THROUGH EMAIL I When conflict arises, speak in person with whom you are in conflict. I Also, avoid delivering delicate news through email or getting caught up in an email conversation where a lot of misunderstanding starts to occur. Pick up the phone, or go speak in person.
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MAY 2011 CALENDAR COMMUNICATION SURVEY GVH will be conducting another survey to evaluate improvements in GVH communication from April 25 – May 6. Paper copies will be distributed as well as an electronic link. Contact Human Resources with questions. GUNNISON WELLNESS FAIR Saturday, May 7, 6:30am to 11:30 a.m. at the Fred Field Building at the Fairgrounds. Call 642–8406 with questions. HOSPITAL WEEK May 9 – 13, if you would like to give input and ideas or help plan Hospital week for May 8–14, please contact Lauren at 642–8406. HOSPICE ART FROM THE HEART EVENT The 3rd Annual “Art from the Heart” event to benefit Hospice & Palliative Care will be May 3 – May 31, hosted by Gunnison Gallery at 124 N. Main Street.
HOSPITAL MEETINGS
VISITING PHYSICIANS
IN HOSPITAL CONFERENCE ROOM EXCELLENT CARE TEAM: May 5, 2pm PRODUCT EVAL TEAM: May 10, 9am SAFETY COMMITTEE: May 11, 9am NEW EMPLOYEE ORIENTATION: May 18 at 8:30am, 3pm LEADERSHIP TEAM: May 12, 7:30am BOARD OF TRUSTEES: May 24, 5pm
Mondays MAY 2: Dr. Chris Cook, Podiatry MAY 16: Dr. Henderson, ENT MAY 23–24: Dr. Schmidt, Oncology Tuesdays MAY 3: Dr. Becker, Cardiology & Dr. Timko, Dermatology (Dr. Bishop’s office) May 17: Dr. Timko, Dermatology (Dr. Bishop’s office) & Dr. Huhta, Cardiology MAY 24: Dr. Campbell, Optometry – OR MAY 23–24: Dr. Schmidt, Oncology Wednesdays MAY 4: Dr. Merrell, ENT MAY 18: Dr. Peterson, Urology (Dr. Bishop’s office) Thursdays MAY 19: Dr. Gilbert, Pulmonology MAY 26: Dr. Gilman, Neurology
MEDICAL STAFF MEETINGS IN HOSPITAL CONFERENCE ROOM E/D TRAUMA: May 3, 7:30am SURGERY/GYN: May 10, 7:30am GENERAL MEDICINE: May 16, 7:30am MEDICAL STAFF: May 17, 7:30am INFECTION CONTROL: May 17, 9am PROFESSIONAL AFFAIRS: May 19, 6:00 OB/PERINATAL: May 24, 7:30am
ANONYMOUS SUGGESTION RESPONSES As we stated in previous newsletters, any and all steps Human Resources takes to address your concerns will be confidential and solution minded, with an emphasis on improving processes and communication within the GVH Organization. The unfortunate fact about the process is that since these submissions are anonymous, it’s difficult to respond to the suggestions that are not able to be implemented or are in-process. Therefore, I’d like to try and address them, while still keeping anonymity. So, if you recognize a response…you know who you are. I will only make reference to suggestions that are not confidential in nature. I
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Senior Care Center Culinary Suggestion 11/2010. There was a suggestion made in November 2010 regarding having employees sign-up for lunch in advance so that the team knows how many meals to make; they also suggested to put something in place for nursing meals. As of the beginning of March, the Culinary department has revamped their menu which now includes a soup/salad/sandwich option allowing people to eat lunch as early as 10am. Soon, the
Senior Care Center will be adopting the same process as the hospital to allow employees to pay for meals without a meal ticket. They will have a kiosk setup with CPSI on the main screen and employees will charge themselves at the time of their meal and the total charge will then be deducted from their paycheck each period. Kleenex with Lotion request. There was a suggestion made at the Senior Care Center to start carrying Kleenex with lotion in it. This has been reviewed and we have come to the conclusion that due to the fragrance included in these tissues it would be better if we avoided them, in order to avoid allergic reactions. Condiments in SCC break room. A suggestion was made to have the SCC break room stocked with plastic utensils, condiments, coffee creamer, sugar, napkins, and plates. This has been done by the Environmental Services team and will continue to be monitored.
If anyone would ever like to discuss the suggestions, or where they are in the review process you can contact Christina Zibelli in HR who will then follow-up with Randy or the appropriate person.
FREE BREAST FEEDING SUPPORT GROUP Gunnison Valley Health is providing a FREE breast feeding support group to the community! There will be groups in Gunnison and Crested Butte. In Gunnison, it is the 1st Monday of every month at 5pm at the GVH Foundation house at 300 E. Denver Ave. In Crested Butte, it is the last Thursday of the month at 10 am in at Oh Be Joyful Church at 625 Maroon Ave. Help spread the word!
INFORMATION IS POWER!
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CPR BOOKS OUTDATED: IMPORTANT! Your 2005 Guidelines-based books are outdated. Please pick up a new book from EMS if you are scheduled to take the class in May. Remember that the EMS department teaches CPR courses monthly free of charge for all employees. Call ext. 276 to schedule your next CPR class. JURY DUTY PAY: When summoned for Jury Duty, remember to ask for documentation on your day of Jury Duty in order to provide proof to GVH Payroll department.
What’s Up? Keep an eye out for the High Peaks Employee Club during National Hospital and National Nursing Home Week May 9–13. Join us at BBQs and ice cream socials during the week. Call Nichole Baker at 596–0711 for more information. *For sources/references please visit Christina Zibelli in Human Resources
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