Volume 1
WHAT’Snew
Number 8
June 29, 2012
Pennsylvania Hospital
»Per fecting the Patient Experience It was the main agenda at the last PAH Town Meeting, the focus of a Service Directors/Employee Council retreat and topic of strategic planning: how can we all partner to improve the patient experience at Pennsylvania Hospital? `` PAH Executive Director Dr. Michael Buckley, and Employee Council members, Craig Hargrove, Patient Access rep, and Barbara Larose, Patient Care tech, sign “The Main Thing” Pledge at the patient experience retreat held June 1. The Pledge states: I am committed to keeping the MAIN Thing the MAIN Thing by making a difference in the lives of my patients and my colleagues. Each and every day, I will: Smile and great all patients; Ask my colleagues, “What can I do to help you?” This commitment is vital to achieving our shared vision to Make Pennsylvania Hospital the BEST PLACE for a patient to be a Patient!”
While we continue to surpass new goals of clinical excellence, we all must help to develop new approaches and unique ways to also increase our patient satisfaction levels. In April, fourth year Penn medical student, David Fajgenbaum did an elective rotation at Pennsylvania Hospital and presented PAH administration with a report drawn from key personal interviews of patients and staff entitled, “Towards the Best Patient Experience at Pennsylvania Hospital: Voices of patients, nurses, support staff, and physicians”. / / / Continued on page 4
Keeping Energy Use Down When Temperatures Go Up The Delaware Valley already experienced its first heat wave of the summer this June — which is actually early for a 90-plus temperatures to hit the region. During those exceptionally hot days, employees and staff were informed that the Hospital was declaring a RED day where everyone was asked to help conserve as much energy as possible. It’s especially critical to reduce energy usage during peak electrical demand days for the Hospital’s cooling and electrical load.
In a continuing effort to conserve electrical demand, Engineering Services recommends the following actions be taken by staff: »» Turn off all unnecessary lighting in hallways, offices, conference rooms and storage areas. »» Be sure all lighting is off in conference rooms and classrooms when not in use. »» Turn off mechanical room and utility lighting. »» Close windows, shades and blinds to reduce heat from sunlight.
Inside Patient Letter, Nursing Excellence Awards, Bargain Shop, Home Cooking Heroes............................2 Employees Awards, Solutions for Women..................3 WHAT’S Happening.....................4
»» Close off outside or unconditioned air spaces such as loading docks or garages.
»» Turn off copiers, printers, coffee makers, coolers, unused computer monitors and other equipment not in use during the peak periods. »» Shut off, window air conditioners and fan coil units when not needed. »» Minimize large equipment use during peak time. »» Operate sterilizers and washing/drying equipment earlier or later in the day as long as patient care is not affected.
Report any problems to the Engineering Services at 215.829.3231.
We need your ideas!
Email us your ideas to save energy at save.energy@uphs.upenn.edu. Or Contact Pete Zeitz, energy manager, HUP, Physical Plant, 215.349.8500. Thanks to all for your conservation efforts. Every individual’s effort really does make a difference.
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P r a i s e
f o r
Skilled Care Therapy Team
The following letter is from a HUP employee and daughter of a PAH patient.
Working at HUP, I know the importance of providing quality care and quality service. It is not an easy job servicing the public but this is a group that takes pride in what they do. These are professionals who are truly committed to fulfilling the goals and mission of our organization. With my mom being a patient, I got to experience what it was like to be a “customer” and being on the receiving end of one of the best therapy teams around! My mom could not have been happier with the care she received as well. Mom had a knee replacement and is working hard on applying what she learned in therapy to her recovery. My mom was discharged yesterday and is relating her rehab experience to family and friends. As I listen to her talk, she beams with pride about the outstanding care she received and the relationships she established. We were truly blessed to have this group of individuals administer to my mom’s care. Mom and I wanted to commend the team and say “thank you” for everything. Your hard work is deeply appreciated and did not go unnoticed.
`` PAH winners of the Penn Medicine Nursing Clinical Excellence Awards: winners were honored on May 8 at the Nursing Spectrum Awards ceremony. Shown here from left to right, are: Keisha Jones, ICN, Pam Power, Women’s Health; Betsie Williams, nurse manger, Labor and Delivery; Janine Pantalone, Labor and Delivery; Suzanne Rogers, OR; Amy McGovern, Critical Care; Tonya Johnson, clinical director; and Chris Huot, nurse manager, Critical Care.
2012
I am writing to commend the Skilled Care Therapy Team that provided care to my mother over the past week. My mother was a patient in the Spruce Building… and I must say that everyone she encountered was absolutely awesome! Every person was professional, skilled, compassionate, patient, knowledgeable and supportive. Mom and I felt “safe and secure” knowing that we were in the hands of such a capable team.
Nursing E x cellence Award Winners
Each year, Penn Medicine’s Nursing Clinical Excellence Awards recognize nurses for their contributions to high-quality patient care, their clinical knowledge and professional achievements. Congratulations to this year’s winners from PAH!
Amy McGovern RN, CCRN, Clinical Nurse III Critical Care Unit
Keisha L. Jones BSN, RN, Clinical Nurse II ICN
Janine Pantalone, BSN, RNC-OB, Clinical Nurse IV, Labor and Delivery
Suzanne Rogers, BSN, RN, CNOR, Clinical Nurse IV, CVCT OR
Bargain Shop Open All Summer Long For the first time in its history, The Bargain Shop at PAH will be open all summer long. Located in the South Gatehouse on 8th and Spruce Streets, the Bargain shop’s hours are Tuesday through Friday, 10:30 am to 3:30 pm, and donations are accepted whenever the Shop is open. Looking to clear out some cupboards and closets? The Bargain Shop welcomes your gently used women’s and men’s clothing, jewelry and other household items. Got lots of shopping bags
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accumulating at home that you keep forgetting to recycle? Bring them over the Shop where they are always needed. Call 215.829.3497 if you have any questions regarding donations. The Bargain Shop no longer accepts donations of shoes or books. Please donate books to the PAH Department of Volunteer Services in the North Gate House on 8th and Spruce Streets or call 215.829.5187. Thanks to all in advance by donating and shopping in the Bargain Shop! All proceeds raised by the Shop support the Hospital.
Home Cooking Heroes Special thanks to PAH employees Leslie Kinkler, nursing coordinator; Jessica McNamara, NICU Staff RN; JoAnn Gregor, respiratory therapist; Maria Joyce, nursing coordinator; Lillian Forrest, Environmental Services, and friends who gathered at the Gift of Life Family House in Philadelphia last month to make a delicious home cooked meal for the families of organ transplant recipients.
Mary Houton Named Pa r a d i g m Award Recipient
Roseann Cavallaro Pat i e n t Acc e s s Employee of the Year C ongrat u lations to Roseann Cavallaro, Business Services coordinator, who was named Patient Access Employee of the Year. “Roseann demonstrates excellent customer service skills. She adheres to accuracy, our Departmental mission and vision statement and exceeds the level of expectation regarding P.E.O.P.L.E. standards,” said Pat Seeley, associate director of Patient Access. “Rosann is a TEAM Player who always goes out of her way to help everyone!”
New Summer Hours at
Solutions for Women at PAH, the unique boutique featuring special women’s health, cancer, maternity and breast feeding support products, has new summer hours of operation. From now until the end of August, the boutique will be open Monday, Tuesday, Thursday, and Friday from 10 am to 3 pm. The boutique is closed Wednesdays during the summer. Employees and staff are asked to please share this information with patients, visitors and fellow employees. When a woman goes through a significant health condition, such as cancer, pregnancy or even menopause, the way she feels about herself or how she cares for her body can change significantly. Staffed by certified professionals, Solutions enables patients and caregivers to purchase health-oriented merchandise in a convenient, comfortable and discreet setting designed to help women achieve a positive sense of self. Located at 721 Delancey Street (between 7th and 8th, Spruce and Pine) Solutions for Women is a one-stop-shop offering a variety of distinct life-enhancing health care items. Patients, caregivers and general consumers can conveniently pick up health care products, accessories or gifts before or after an appointment, or on the way to visit a patient. Call 215.829.5046 for more information or to make an appointment.
C ongrat u lations to Mary Houton RN, (shown here, third from the right) 7 Schiedt, on receiving The Greater Philadelphia Chamber of Commerce Paradigm Award. This award is presented annually to a singular woman in business whose outstanding professional and personal achievements serve as a model for success. This merit scholarship is awarded annually to women who wish to complete their undergraduate degrees while working full-time. “Mary continuously seeks to develop her skills needed to maintain the highest standards of professional excellence,” said Nurse Director Julie Burkle. “The staff of 7 Schiedt congratulates Mary on her accomplishments.” And so do we all at PAH!
Getting Ahead of the Game at the FREE Wig Salon Solutions for Women at PAH is a proud provider of the American Cancer Society’s (ACC) Free Wig Salon Program. The goal of this relatively new program is to provide free wigs to any cancer patient who would like one — and for free. Solutions is the only site in Center City offering this service and one of only two sites in all of Philadelphia.
Page Ferrarello, RN, MS, IBCLC, director of Family Education. “However, with the advancements in therapies today, doctors are able to tell a woman when she can expect her hair to start falling out. So she doesn’t have to wait until she loses her hair to seek help. She can come into our boutique ahead of time and get fitted for a free wig.”
Women with medical hair loss can come in and choose a high quality, brand new wig to take home at absolutely no cost. Solutions for Women’s summer hours are Monday, Tuesday, Thursday and Friday, 10 am to 3 pm.
Women with medical hair loss are encouraged to come in with a friend, family member — even their stylist — to help them find a look they find comfortable. Appointments are not necessary but appreciated. Please call 215.829.5046 for more information or to make an appointment.
“For a woman, losing her hair to cancer treatments can be very traumatic,” said Debi
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WHAT’S H a p p ening
Your resource for eve n ts a n d happe n i n g s throu g hout PA H a n d P e n n M edici n e
For complete events listing, please visit What’s New on the Inside Penn Medicine web site at: http://news.pennmedicine.org/inside
> > > Register Online Today!
JUNE/// July July 2
UPHS Competency Committee Workshop, “Competency Assessment in the Real World”
July 10
Skilled Care Center Awards Ceremony with the PA Department of Health
»Per fecting the Patient Experience / / / ”This report was an important first-step in understanding from an outsiders perspective how we can make Pennsylvania Hospital ‘the best place for a patient to be a patient,’” said Executive Director, Michael Buckley, MD. “It was undertaken to determine the greatest needs and opportunities for improvement of the patient experience with input gleaned from our patients and staff.” Here are some highlights from the report including opportunities for improvement. “ PAH provides life-saving therapies and excellent clinical care for thousands of patients a year. Nevertheless, patient satisfaction ratings at PAH lag behind other quality metrics. Compared to other hospital, PAH is consistently ranked in the second quartile (25–50 percent) nationwide for patient satisfaction.”
How can we do better? Thanks to the input of our patients and staff, some terrific ideas to help improve the patient experience were discovered and will be shared with staff throughout the summer. Ideas included more targeted approaches such as: »» Increasing staff awareness to help
close the gap between staff perceptions of satisfaction and actual patient satisfaction.
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September 29
Join Team UPHS/Penn for the 32nd Bike MS: City to Shore Ride
Continued from page 1
»» Increasing the frequency of required
interdisciplinary rounds to improve communication between support staff, nursing and physicians. »» Creating a “No Pass Zone” for all staff to reduce response time to patient calls which can be interpreted as a lack of concern for patients. »» Understand the difference between service excellence and an excellent patient EXPERIENCE of that service.
Other ideas included broader methods to achieve improvement: »» Encourage team-building to get all
members “on the same page” and create collegiality. »» Modify staff training around the goal of improving the patient experience. »» Strive to make the best first impression on patients by streamlining the surgical intake process and reducing ED and admission wait times. »» Strive to create a positive patient experience. Smiling more, maintaining eye contact and taking a few extra moments to talk with patients goes a very long way! You will be hearing lots more about this topic in the coming weeks and months. We’re all on the same team and each need to do our part to commit to improving the patient experience.
WHAT’Snew Editorial Staff
Sally Sapega Director of Internal Communications Olivia Fermano Editor and Photographer Pamela Furches Design Graphic Design Barry Ogburn Photography
Administration
Susan E. Phillips Senior Vice President, Public Affairs Contact What’snew at: Department of Communications Pennsylvania Hospital Philadelphia, PA 19106 phone: 215.829.6799 email: olivia.fermano@uphs.upenn.edu WHAT’Snew is published biweekly for PAH employees. Access WHAT’Snew online at http://news.pennmedicine.org/inside/whats-new/.