New Team Member Self Learning Packet 2013

2. “Discovery” New Team Member Self Learning Packet 2013

3. Self Learning Packet Objectives This self learning packet will discuss AtlantiCare’s: • Strategy Map • Quality Improvement Process • Essential Work Requirements (EWRs) Upon completion of this course, you should be able to: • Describe AtlantiCare’s Mission, Vision, Strategy, and Key Services. • Demonstrate AtlantiCare’s Values and Customer Service Standards. • Give examples of AtlantiCare’s 5 Strategic Objectives (The 5 Bs). • Understand and use AtlantiCare’s Quality Improvement Process. • Understand your responsibility in keeping your EWRs current. • Understand AtlantiCare’s commitment to the safety and well-being of our employees and customers through specific policies and procedures to ensure the safest possible environment. • Take the post-assessment for this course.

4. KEEPING ATLANTICARE FIRST ·Customer Experience Index ·Patients Cared for by Our Physician Network ·Employee Engagement ·Re-admission Rate ·Operating Margin

5. What does the Strategy Map tell us? Starting at the bottom of the map, our mission is to deliver health and healing to all people through trusting relationships. This is done by living our values of safety, teamwork, integrity, respect and service (STIRS). By assuring all members of the AtlantiCare family act on our values, we are able to focus on the performance excellence commitments of our “5 Bs”. These include Best People and Workplace, Best Customer Service, Best Quality, Best Growth, and Best Financial Performance. Our attention to these details will move us closer to our vision of building healthy communities. Consider how your work will contribute to these commitments.

6. AtlantiCare’s Values Our Values AtlantiCare has a set of values that guide our actions and behaviors. Safety Safety is our top priority. Teamwork We work together to achieve our goals. Integrity Our behaviors consistently reflect the highest ethical standards. Respect We treat each individual with dignity and compassion. Service We create loyalty by delighting those we serve.

7. Corporate Organization AtlantiCare AtlantiCare Regional Health Services AIT – AtlantiCare Information Technology AtlantiCare Heath Solutions AtlantiCare Foundation AtlantiCare Health Services AtlantiCare Regional Medical Center AtlantiCare Health Engagement AMI/AtlantiCare Imaging AtlantiCare Surgery Center LLC AtlantiCare Behavioral Health South Jersey Oncology Property LLC AtlantiCare Physician Group AtlantiCare Home Care AtlantiCare Cape May Surgery Center Health Care Delivery Health Information Health Engagement Rev 09.12

8. AtlantiCare Overview • As the region’s largest healthcare organization and largest non-casino employer, AtlantiCare’s 5,000 employees serve the community at over 65 locations. • AtlantiCare and its business units are governed by boards comprised of 70 volunteer community leaders. • AtlantiCare is not-for-profit, focusing on health and wellness in the community.

10. Quality Measures and Organizational Commitments • How we benchmark and assess ourselves against outside measurements • Malcolm Baldrige National Quality Award (2009 recipient) • Magnet Status • Medicaid / Medicare (#7 in the nation)

11. AtlantiCare’s Deployment Model for New Processes

12. Quality Improvement Process In line with our Strategic Objective of Best Quality, AtlantiCare constantly strives to improve how we do what we do.  We regularly look for ways to save money, reduce waste, increase our customer service, and improve clinical outcomes etc.  We consistently evaluate our performance measurement system for opportunities to improve while remaining flexible to change. The PDCA Cycle We understand that improvement does not happen by accident.  That is why we use the PDCA cycle as part of our Quality Improvement Process.  The PDCA Cycle emphasizes and demonstrates that improvement must begin with careful planning, followed by specific action and coordinated follow-up.

13. AtlantiCare’s Deployment Model For Existing Processes

15. Exceeding Customer Expectations Excellent customer service is the ability of an organization to constantly and consistently exceed customer’s expectations

16. Internal & External Customers Customers may be called • Patient – medical services • Client – behavioral health services • Member – LifeCenter services • Parents or children – AtlantiCare Kids • Providers (Physicians, Clinicians etc.) • Co-worker – in our department and across the system

17. Internal & External Customers All customers have the same expectations for service excellence • Professionalism • Responsiveness • Courtesy • Respect • Kindness • Compassion

18. Customer Loyalty … … is greatly impacted by how PEOPLE facilitate the PROCESSES to deliver PRODUCTS to the customer. …is driven by the customer’s experience with PEOPLE, PRODUCTS and PROCESSES. … is built whenPEOPLE make emotional connections while facilitating the PROCESSES to deliver PRODUCTS to the customer.

19. Key Differences Satisfied Customers Loyal Customers willingly refer other customers to AtlantiCare. may refer other customers to our competitors. Referrals view AtlantiCare as a partner. view AtlantiCare as a commodity. Perception

20. CustomerExperience Standards Determine how we deliver our service Guide the way we should act when we are providing service Support our mission, vision, values and the Five Bs of our Performance Excellence Commitments Should be incorporated into all we do

21. I will say “please and thank you” in all customer / co-worker interactions. • Greetings and closing set the stage for first and last impressions • Customers like to feel appreciated. • This standard relates to our value of Respect.

22. I will say “is there anything else I can assist you with today” at the end of customer/co-worker conversations. • We must be committed to listening attentively to our customers to fully understand their needs. • This standard supports our organizational values of Teamwork, Respect and Service.

23. I will always identify myself, my department and say “may I help you” when answering the phone. • Our communication, whether in face-to-face or over the phone needs to be delivered with courtesy, clarity and care. • This standard reflects to our values of Respect and Service.

24. I will always wear my name badge in a visible location. • Our appearance represents AtlantiCare. • Customers what to know who we are, what our role is and they can trust us as AtlantiCare employees. • This standard supports our organizational values of Safety, Teamwork, Respect and Service.

25. I will always make eye contact, smile and address others who are near me. • Greeting people; customers and co-workers alike, will help make them feel welcome and important. • This standard reflects to our values of Teamwork, Respect and Service.

26. First Impression You only get ONE chance to make a first impression.

27. 3 Vs of Perception Visual- 55% This is what people or customers view about you or your business: clothes, neatness, hair, posture, calm and organized Vocal- 38% This is the tone of your voice, pitch of voice, volume, rate, pauses, emphasis and emotion. Verbal- 7% What we say, words we use and choose, phrasing and language.

28. Body Language is Very Important • More than 90% of all communication includes nonverbal behaviors (voice or body language). • Individuals pay close attention to evaluating nonverbal communication. • Verbal and Nonverbal communication must match • The way we carry ourselves can greatly impact the first impression that a customer has of us.

29. AIDET Reduces Patient Anxiety • AtlantiCare encourages our employees to consider the role anxiety plays in patient care and customer service. AIDET is a tool we use to minimize patient or customer anxiety regarding a service they are about to receive, whether it is an invasive medical procedure or a more simple, non-invasive test.

30. AIDET Process • Acknowledge the customer using their name, and ask what else you can do for them. • Introduce yourself and explain your role and expertise. If other departments or staff are involved, “talk up” their expertise. • Duration – explain how long the wait will be, as well as the duration of the procedure itself and turn-around time for results. • Explain the process thoroughly and ask what questions they have about it. Leave your phone number for them. • Thank the customer and their family for choosing AtlantiCare, for their support of the care we provided, and for their cooperation and communication.

31. Key Words at Key Times Key Words at Key Times are the variables we plug into the AIDET formula to make our words both efficient and impactful. By taking advantage of everyday opportunities to communicate with intent, we maximize our potential for improving clinical outcomes while generating customer loyalty. • Help patients, families and visitors “connect the dots” • Align our words with our actions to give a consistent experience and message. • Use everyday opportunities to maximize our potential for improving clinical outcomes while generating customer loyalty.

32. Key Words at Key Times • “I am committed to helping you keep your pain under control. How is your pain today?” • “I’m closing the curtain for your privacy.” • “For your safety, it is important that I verify your name and birth date and review your arm band before beginning this procedure.” • “I want to make sure you are very satisfied with the cleanliness of your room. Have I missed anything?”

33. Managing Up Co-workers and Departments Speaking positively about coworkers, reduces patients’ anxiety about their next provider of care and puts them more at ease with the coordination of their care because it suggests strong teamwork among providers. “Hello Mrs. Woldow. I will be your physician today. I see that Mary is your nurse. We will be working together to make sure that we deliver excellent care. I have worked with her for almost 10 years. Mary and I will take excellent care of you during your stay with us at ARMC”

34. Managing Up Co-workers and Departments Managing up also gives your co-workers a head start in winning the confidence and trust of the patient. If the patient trusts you, they will value your opinions regarding other providers. Here are some examples of managing up a coworker or department at the hospital. “Hello Mrs. Woldow. I have ordered a CT today. Our radiology department has state of the art technology and highly skilled staff . They are aware you are coming to their department and will take good care of you during your procedure.”

35. When we make a mistake…Service Recovery Steps Listen to their concern without interrupting them. Ask questions for clarification and to assure you understand their situation. Recognize & Respond by rephrasing what is concerning them about the service they received. Apologize no matter who is at fault, and never place blame.Ask what we can do to make the situation right Correct the Failure - Brainstorm ideas with them, and select one that is appropriate and reach agreement Appreciatethe customer by telling them that their honesty in bringing the issue forward gave us the opportunity to fix a failure

36. We measure to be sure our behaviors match our goals Surveys: • Customer Satisfaction Surveys across the system • Focus groups • Community surveys

37. What We Know…… The HCAHPS survey is how CMS measures the Quality around a patient’s experience The Survey is based on a ‘Frequency’ scale; Always, Usually, Sometimes and Never Only ‘Always’ answers score points; we do not receive credit for any other answers Survey results are used to calculate a portion of our reimbursement from CMS.

38. HCAHPS Measurements • Communication with Nurses • Communication with Doctors • Responsiveness of Hospital Staff • Pain Management • Communication About Medications • Discharge Information • Hospital Environment (cleanliness and quietness) • Overall Rating of Hospital

39. Corporate and Privacy Compliance Management of Information

40. Corporate and Privacy Compliance Provides AtlantiCare with system –wide services with authority to act with respect to all entities, subsidiaries and cost centers. Responsibilities require unlimited and unrestricted access to all data during audit and investigation. Continuous assessments of the effectiveness of AtlantiCare’s compliance and internal control environment. Corporate Compliance – independent support function of AtlantiCare reporting directly to the Board and administratively to Corporate Counsel. Privacy Compliance – AtlantiCare HIPAA compliance reporting directly to Corporate Counsel.

41. Prevalent Laws and Regulations Deficit Reduction Act (DRA) of 2005.* Mandates that employees and agents be educated about the: NJ Conscientious Employee Protection Act (CEPA) Federal False Claims Act Federal Program Fraud Civil Remedies Act of 1986 NJ Medical Assistance and Health Services Act State false claims legislation NJ Conscientious Employee Protection Act (CEPA) Whistleblower Act Prohibits an employer from taking any retaliatory action against an employee because the employee discloses an activity that the employee reasonably believes is in violation of a law or regulation or constitutes improper quality of patient care. * Policy distributed

42. HIPAA - Health Insurance Portability and Accountability Act of 1996 Establishes standards for the transmission and usage of health care information. Laws and Regulations Administrative Simplification administrative & financial data electronic formats, code sets and identifiers Privacy Security

43. Corporate Compliance and HIPAA Governance Mandated by federal, state and local agencies. OIG / OCR / IRS CMS / EEOC / FDA NJDOH / JCAHO Penalties for non-compliance are significant. Civil and criminal penalties for the organization and possibly individuals inside the organization, resulting in fines, possible termination, and prison time. Possible exclusion from Medicaid and Medicare programs.

44. Mandatory Compliance Obey all laws and regulations governing business conduct. Be honest, fair, and trustworthy in all activities and relationships. Avoid all conflicts between business and personal affairs. Strive to be a role model for ethical conduct. Strive to create a safe workplace . Do not use AtlantiCare property/systems for personal use. Protect the intellectual property of AtlantiCare and its vendors. Audits are routine and ongoing, no expectation of privacy

45. Conflicts of Interest Not participate in any activity that conflicts or appears to conflict with your responsibilities to AtlantiCare. A conflict of interest occurs if the activities or personal interests appear to or directly influence the business or professional decisions required by the employee. For example, an employee (or a family member, relative) should not: receive a financial benefit from any decision or action he/she takes; have a financial interest in an organization that does business or is seeking to do business with AtlantiCare; accept or solicit gifts or entertainment or receive special discounts for the purchase of items or services for personal use from any outside organization or individual; make a decision that results in an improper or illegal gain for the employee or a third party or is harmful to the interests of AtlantiCare.

46. Information is Protected Maintain confidentiality of all protected health information electronically paper verbally Properly dispose of confidential information (paper, disk/electronic). Access information on a minimum necessary /need to know level for job performance. System access – keep user names and passwords confidential. Security measures are in place protecting our network and information systems. Report suspicious email messages to InfoShare Customer Service Help Desk.

47. Patient Care Ensure competency of staff. All licenses are kept current. Treat all patients equally in the provision of care. Ensure all patients receive appropriate care within the scope of AtlantiCare. NOT deny admission/testing for non-elective services based on ability to pay. Maintain complete and accurate records of care provided. Obtain informed, written consent prior to providing care. Properly dispose of medical waste and hazardous materials.

48. Potential Violationsof Corporate or HIPAA Compliance Refer to the Guidelines for Reporting Compliance /Privacy Complaints/Concerns Policy Compliance/Privacy Phone Line (609 - 407 -7788 or internally 4-7788) or online www.MyComplianceReport.com All are documented and investigated Corporate Compliance Director / Corporate Legal - all Corporate Compliance concerns Chief Privacy Officer / Corporate Legal – all HIPAA concerns Strict confidentiality protections are in place

49. Your Responsibilities At AtlantiCare, everyone must comply Laws, regulatory and accreditation requirements AtlantiCare’s Policy and Procedures Are on the Intranet for your review * Leadership / Compliance / Management of Information Understanding your rights and responsibilities is the best way to safeguard our patients and customers, ourselves and our organization.