Orientation Bridge

1. Orientation Bridge Education Department

2. History of Valley Baptist Valley Baptist Medical Center – Harlingen created in 1925 Valley Baptist Medical Center – Brownsville originally started in 1923 Valley Baptist Medical Center – Harlingen and Valley Baptist Medical Center – Brownsville came together in 2004 to create Valley Baptist Health System

3. Preparing for the Future: High Performance Values-Driven Culture COMPASSION We help people achieve health for life through compassionate service inspired by faith. SAFETY MISSION EXCELLENCE ACCOUNTABILITY To create life-long relationships by changing the way health and healthcare are delivered in our communities. INNOVATION VISION FAITH

4. Corporate Compliance VBMC’S Code of Ethics summarizes the virtues and principles that are to guide our actions in business. Agents, consultants, contractors, representatives and suppliers are required to comply with this Code of Ethics as well. Common sense and sound judgment are the basis for your conduct. • Honesty-be honest with co-workers, patients, suppliers & medical staff members • Respect-treat everyone with dignity & fairness, recognizing cultural diversity • Trust-build confidence through teamwork & open communication • Integrity- say and deliver what we promise: Quality Patient Care • Responsibility- report violations of laws, regulations and policies ad seek clarification & guidance when doubt exists without fear of retaliation • Citizenship- obey all the laws of the United States in making the communities we live in better.

5. The First Impression is a Lasting Image • Neat/clean appearance-good personal hygiene. • Hair off the collar • No artificial nails or bright nail polish • No bracelets or large stone rings; no large earrings; no facial jewelry • Clean footwear; no open toe or sandals in patient care areas • Make eye contact; smile-demonstrate interest • Respect the feelings and rights of others • Name tag must be visible while on duty • Respect confidentiality in all business and patient transactions • Use appropriate language-no profanity • Use positive body language

6. AIDET Service Excellence Fundamentals of Patient Communication

7. Five Fundamentals of Patient Communication A Acknowledge I Introduce D Duration E Explanation T Thank You

8. Training Outcomes & Purpose You will learn… • How AIDET leads to higher quality of care, a reduction in patient anxiety, and improvement in patient and employee work practice • How to develop and implement AIDET in your work area Purpose • AIDET will help you to improve your ability to communicate with patients and their families which will enhance their health care experience

9. Service Excellence Starts with the first few seconds of the first contact . . . And we get only onechance at a good first impression! How do our patients see us?

10. Remember • Our patients may • Be in pain • Be afraid or anxious • May be on medication that impacts their mood, thinking, and ability to express themselves • Be tired of being in a hospital • Feel stress • Feel that no-one cares about them What if the patient was someone you loved?

11. COMPONENTS REVIEW

12. Improved clinical outcomes and increased patient and Nurse satisfaction Decrease Anxiety Increased Compliance + = Our First Encounter: AIDET Patients hospitalized for an average of 3.5 days will encounter 74 different staff members. 42% of staff will introduce themselves.

13. Why AIDET? • Provides template for solid exchange of information in every encounter. • Things are said and done to “connect the dots” and help patients, and families better understand what we are doing.  • Evidenced based tool with demonstrated results. Data shows AIDET used consistently will increase patient satisfaction scores.

14. Remember the Five Fundamentals of Patient Communication A Acknowledge I Introduce D Duration E Explanation T Thank You

15. A Acknowledge • Greet patientsin a friendly and courteous manner. • Feel at ease - Make patients feel you have accepted them, that you know them? • Ensure patents room is ready for use • Show positive attitude • Smile - Even though patientscan’t see it - comes across in tone of voice. Acknowledge patientsas a person with words and actions

16. I Introduce • Tell patientsyour name and talk positively about the services and departments of all VBMC. • Provide positive achievements of other department's • If there is a delay or no response to a request, do not place blame on the department • VB is a TEAM and we all work together! “Manage Up”

17. AIDETSM – Managing Up • Manage up yourself • Develop an introduction to manage up yourself • What is your job title? • Do you have any certification, licensure? • Years of experience? • Any special training? • Now put it all together into an introduction • “Hello, I’m Jamie, I have worked in VBMCfor 5 years and I will be happy to answer your questions.”

18. AIDETSM – Managing Up • Manage up your co-workers and Valley Baptist • Give the name of the next person they will see and say something positive about them! • If you do not know the name of the individual, manage up the department. • “Sandy Smith is going to be your doctor, she will do her best to make you comfortable and take very good care of you.”

19. D Duration Give a time expectation that will surely be met… Under-promise and over-deliver • > Indicate how long the • request/action should take-

20. E Explanation • During course of conversation, explain what you are doing: • “I am entering the information into the computer, I am looking up that information for you.” • If the customer has questions, try to answer them as completely as you can WHAT you will be doing and WHY What should they expect?

21. T Thank You • Thank them for: • Allowing you to serve them • Provide your name and ask them if you can assist them in any other way. Remember to ask “ Is there anything else I can do for you?”

22. Remember: • Don’t sigh • Don’t use jargon/slang • Don’t talk to others while talking with a patient • Don’t get angry or impatient with a difficult patient • Don’t place blame • Manage up – provide positive feedback about our services.

23. It’s your turn to practice… A Acknowledge • Role Play: • Teams of three • Choose a scenario • (3) Role Play • (4) Switch Roles • (5) Observer report out to group I Introduce D Duration E Explanation T Thank You

24. Remember… Good Morning….. My name is…. Acknowledge A Introduce I I am here to assist you with …. It will take approximately ____ for your request. D Duration E Explanation You can expect… Thank you! T Thank You

25. Words that lead to negative impressions….. • It’s not my area • Calm down, relax! • Hold on • Your not listening, I just told you. • We are short staffed. • You aren’t the only one who has complained about this.

26. Being Responsive • Make eye contact • Smile & Listen • Acknowledge customers • Use appropriate voice tone • Be aware of body language

27. Summary • The patient’s perception is your reality • You control patient’s perception by how you choose to act • Service Excellence consists of: • AIDET • “Managing Up”

28. Patient Satisfaction Hourly Rounding • As part of our commitment to excellent patient care, we round on our patients every hour during the day and every two hours after 10 pm. You may be asked to be part of the rounding process. Please follow the rounding behaviors when doing so. • Bedside Reporting: Another part of our commitment to excellent patient care is bedside reporting. • Bedside Reporting is standardized change of shift communication, which involves, off-going nurses, oncoming nurses, other healthcare providers and patients at the patient’s bedside. You may be asked to be a part of bedside reporting.

29. Patient Satisfaction Explain rounding (4 P’s) pain, potty, position, possessions: “We want you to be very satisfied with your stay, so we will be rounding on you every hour to make sure you have everything you need.” • Pain-Ask the patient if they have any pain (scale 0-5)? Report of 3 or more, immediately notify the primary nurse. • Potty- Do they need help with elimination? Do they need assistance to the bathroom, commode chair, bed pain, urinal or change of undergarments and/or linen. • Position- Do they need help to reposition themselves in bed or in the chair? • Possessions- Can they reach their call light, urinal, glasses, telephone, water pitcher/glass and bedside table.

36. VBHS’s Anti-Harassment Policy Strictly prohibits “any conduct that constitutes harassment of any kind and to discipline, including immediate discharge of any employee who has committed such conduct.”

37. Cultural Diversity

38. What is Culture? • The sum total of the way of living; includes values, beliefs, standards, language, thinking patterns, behavioral norms, communications styles, etc. Guides decisions and actions of a group through time. • (Tappan, Weiss & Whitehead, 2007)

39. What is Diversity? (Catalano 2009; Leininger & McFarland, 2002). • Term used to explain differences between cultures such as: psychological, physical, and social differences that occur among any and all individuals. Example: race, ethnicity, nationality, religion, economic class, age, gender, sexual orientation, mental and physical ability, and learning styles. • Primary Diversity:nationality, race, color, religious beliefs. • Secondary Diversity: socioeconomic status, education, occupation ( powerful , but hard to identify).

40. Multiculturalism • Many people cling tenaciously to their traditions (cultural practices) and language when they migrate to new country. • Healthcare providers need to be aware of and learn ways to adapt their practices to allow for these differences.

41. Developing Cultural Awareness Tappan, Weiss, & Whitehead (2007); Marquis & Hustom (2003); Fawcett (2005). • One of the challenges for nurses who work in a culturally diverse environment is to understand client’s perspective of what is happening in the healthcare setting. • Awareness starts with an understanding of one’s own cultural values and healthcare beliefs. • Beliefs are based on knowledge and often religious beliefs • Try changing the client’s healthcare values by first, identifying his/her culture and practices that are similar or different from your practices, in order to decide whether it is desirable or possible to change.

42. Developing Cultural Awareness Language and culture barriers result in: • Poor patient-healthcare provider relationships • Incorrect diagnosis • Lack of informed consent • Lower patient satisfaction • Malpractice suits Marquis & Hustom (2003)

43. Waste Management Sharps • Any items that are capable of piercing your skin (needles, scalpels, scissors, broken glass). These items must be placed in a sharps container designed for safe disposal. • Both Nursing and Housekeeping will monitor sharps containers to ensure containers are replaced when full. Transporting Specimens • Under no circumstances are patient specimens (urine, blood, tissue, cerebral spinal fluid, etc.) to be put in the main hospital tube system to be transported to the laboratory. • These specimens should be carried by hand in a sealed biohazard specimen bag to the lab. **All specimens must be labeled in the patient’s room!!!!

44. Trash • Trash soiled with blood, body fluids, and/or tissues must be disposed of in a red biohazard trash bag or container, if it is likely that the substances may drip or be squeezed out. • Trash that contains hazardous materials (no oozing, dripping body fluids that remain contained in the trash, ie. diaper) may be thrown away in the regular trash.

45. Waste Management Spills • Any blood or body fluid should be handled using appropriate personal protective equipment (PPE) to prevent the health care worker from coming into direct contact with the substance while cleaning it up. • Spills involving hazardous materials other than patient substances (chemicals. Mercury, etc.) should be contained. Notify the primary or charge nurse who will contact the proper staff for clean up. Used PPE’s (gowns, gloves, masks, shoe covers) • Should be considered contaminated. • When removing PPE’s, use caution to not contaminate your clothing or your skin. • Always remember to wash your hands after removing such items.

46. 2012 National Patient Safety Goals The purpose of the National Patient Safety Goals is to improve patient safety. The Goals focus on problems in health care safety and how to solve them. Joint Commission Identify patients correctly • Use at least two ways to identify patients. At VBHS we use the patient’s name and date of birth. This is done to make sure that each patient gets the medicine and treatment meant for them. • Make sure that the correct patient gets the correct blood when they get a blood transfusion. Improve staff communication • Get important test results to the right staff person on time. Identify patient safety risks • Find out which patients are most likely to try to commit suicide.

47. 2012 National Patient Safety Goals Use medicines safely Before a procedure, label medicines that are not labeled. For example, medicines in syringes, cups and basins. Do this in the area where medicines and supplies are set up. Take extra care with patients who take medicines to thin their blood. Record and pass along correct information about a patient’s medicines. Find out what medicines the patient is taking. Compare those medicines to new medicines given to the patient. Make sure the patient knows which medicines to take when they are at home. Tell the patient it is important to bring their up-to-date list of medicines every time they visit a doctor.

48. 2012 National Patient Safety Goals Prevent infection • Use the hand cleaning guidelines from the Centers for Disease Control and Prevention or the World Health Organization. Set goals for improving hand cleaning. Use the goals to improve hand cleaning. • Use proven guidelines to prevent infections that are difficult to treat. • Use proven guidelines to prevent infection of the blood from central lines. • Use proven guidelines to prevent infection after surgery. • Use proven guidelines to prevent infections of the urinary tract that are caused by catheters. Prevent mistakes in surgery • Make sure the correct surgery is done on the correct patient and at the correct place on the patient’s body. • Mark the correct place on the patient’s body where the surgery is to be done. • Pause before the surgery to make sure that a mistake is not being done: verify the correct person, correct site and correct procedure. From The Joint Commission , 2012

49. Call Security in any Emergency Harlingen 389-1200 Brownsville 698-1111 When it’s not an emergency, call the Security Dispatcher, Harlingen/Brownsville 389-1697(for both campuses)

50. CODE YELLOW (H)389-1200 VBHS CODE MAP (B)698-1111 CODE PINK An infant is missing - Known kidnap. Notification of disaster or mass emergency event. CODE AMBER Missing child CODE RED FIRE Smoke or smell of something burning. (R.A.C.E.) CODE BLUE ADULT cardiopulmonary arrest. CODE BLUE - PALS PEDIATRIC cardiopulmonary arrest.