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Currents To Medical Center Employees: In August 1999, the Medical Center management team outlined a number of key issues considered critical to the success of the Medical Center Tactical Plan. These key issues led to the adoption of customer service and cost control (known as “C2”) as the Medical Center's organization-wide performance improvement priorities. We have been diligent in remaining focused upon C2 as we move forward.   In January 2000, a customer service committee, co-chaired by Joan Herbert, administrator for the Institute of Psychiatry, and Charles Winstead, administrator for the Heart Center and director of Radiology Services, was formed to determine methods to achieve our customer service priority.  Among other things, a brief customer service training video was developed, and videocassettes were widely disseminated for training of all employees. (All new hires continue to view the training video during general orientation.) A web-based interactive training tool also was implemented through www.musc.edu/demedici. The committee also recommended improvements to our combined performance appraisal/job description to significantly increase the emphasis given to customer service.   At our May 1 communications meeting, Susan Carullo, manager, Medical Center Office of Human Resources, discussed the revisions being made to the performance appraisal policy (combined performance evaluation/job description form) in order to implement the recommendations of the customer service committee. The revised policy and forms were issued to all managers for discussion and sharing with staff.   The updated performance appraisal policy will be implemented after all comments have been received and considered. I am confident this revised policy, with everyone's cooperation, will be a useful tool in helping us “exceed expectations” with customer service. Highlights of the policy are outlined below.   Thank you very much. W. Stuart Smith Vice President for Clinical Operations and Executive Director, MUSC Medical Center   Medical Center releases draft of policy The Customer Service Tactical Planning Work Group committee recommended that additional weight be given for performance evaluation of the existing customer service core competency. Specific criteria for measuring customer service were adopted by the Work Group.   Under the proposed plan, the following weights will be assigned to the tasks (job description), competencies and performance characteristics: Staff      Tasks—60 percent     Customer service competency—20 percent Core competencies—10 percent    Compliance Performance Improvement   Age Specific Competency  Performance characteristics—10 percent   (Organizational Values) Accountability Respect Excellence Adaptability Managerial Staff    Tasks—40 percent    Customer service competency—20 percent Core competencies—30 percent    Compliance Performance Improvement   Age Specific Competency Budget and Financial Management Human Resources Management Leadership Performance characteristics—10 percent   (Organizational Values) Accountability Respect Excellence Adaptability  The policy revisions will also incorporate minor verbiage changes to address recommendations of the Joint Commission on Accreditation of Healthcare Organizations. Joint Commission manager to leave Vivan Gettys, after serving four years as JCAHO program manager, will be leaving MUSC at the end of May. “Vivan has been a tireless advocate of promoting improvements in our system and has lead us effectively through several surveys,” said Lynne Nemeth, director of outcomes management.   “I’ve learned to love this place,” Gettys said in acknowledgement. “We’ve had our challenges, but we’ve come through it all together. I’m proud to be a part of this institution.” Gettys said her goal has been continuous survey readiness, noting in particular the customer service and performance outcomes currently being put in place. Continuous survey readiness activities detailed Vivian Gettys, JCAHO manager, summarized the key activities planned for this year to maintain survey readiness throughout the Medical Center.   Continuous survey readiness teams have been organized to facilitate assessment of compliance with Joint Commission standards and identify opportunities for improvement. The teams also are responsible for review of MUSC policies. A major initiative during the next six months involves conducting an organizational assessment of key processes of care including issues related to patient rights, assessment and care of patients, patient education, continuum of care, and human resources management. A mock survey of the Medical Center is planned for November.   Gettys also informed the management team of the possibility of a random, unannounced survey by the Joint Commission during August 2001 - May 2003. Hot topics for the hospital survey include patient assessment, medical record documentation, medication use, assessing staff competence and orientation, training and education of staff. New risk manager introduced Chris Malanuk, director of strategic planning, introduced Sandra Mendel, who was recently hired as the Medical Center's risk manager, replacing Nancy Pope who served as interim manager. Pope is now working in the Compliance Office with Reece Smith.   Mendel’s husband Ehud Mendel, M.D., recently joined MUSC. Dr. Mendel was recruited here in August 2000 as director of the Spine Center and is a member of the MUSC clinical faculty in the department of neurosurgery. Labor/Delivery move announced June Stovall, nurse manager, announced a May 5 relocation date for labor and delivery services, moving from 5 southwest to 5 west. As of that date, labor and delivery will use 3 Storm Eye operating rooms 1 and 2. As of May 7, conference space at 547 North Tower will no longer be available. This space will be converted to labor and delivery waiting room space.    All patients should be directed to the North Tower elevators for access to labor and delivery.   For more information, contact Stovall at 792-3201. Global internet address book being updated The MUSC Center for Computing and Information Technology (CCIT) is working to purge the system of e-mail addresses of employees who are no longer working at MUSC. Current employees with internet accounts will be asked to verify their status by confirming e-mail address and social security number, said David Northrup, director of health care computing services for CCIT. The request for information will appear on individual computers.   Contact CCIT for more information at 792-9700.