To Medical Center Employees:
December we have continued to be very busy with an average census of
557 for the first sixteen days of the month. Also we have continued to
have a high volume of outpatient activity amounting to an increase
slightly in excess of 10 percent more than last year.
It has been close to three years since MUHA kicked off MUSC Excellence.
We have made good progress, particularly with improving patient
satisfaction. The College of Medicine and UMA and other components of
MUSC kicked off MUSC Excellence about a year later and this
strengthened our ability to accomplish our pillar-based goals.
I want to briefly discuss two MUSC Excellence best practices which we
refer to as “MUST HAVES.” We need to continue to routinely
discuss and hone our skills with use of these and other MUST HAVES.
Last year one of the MUSC Excellence MUST HAVES rolled out was
“High/Middle/Low” (HML) conversations and we will again discuss HML at
the next MUHA on-campus LDI. We did not mandate use of specific
terminology because some felt the term “Middle” might not always send
the right message. In conducting HML conversations, leaders were
expected to: clearly express gratitude to high performers for their
exceptional work and seek feedback on how to better support these
individuals; express appreciation to those who do good jobs, and
provide guidance on how to improve in one or two areas; and have frank
“adult conversations” with low performers to prescribe what must be
done to improve. These conversations were to have been 90 percent
positive with a focus upon standards of behavior and performance.
Leaders should conduct HML conversations at least once each year (other
than during the formal performance appraisal). (The College of
Medicine/UMA is formally rolling out HML at this time). However, HML
conversations should be top of mind and should take place anytime as
appropriate. Everyone has been very busy and now is a particularly good
time for all leaders to express appreciation to staff for jobs well
AIDET is a simple but powerful MUST HAVE and is the MUHA Standard of
the Month for January 2009. AIDET involves key words at key times
for interacting with patients, visitors and others. The following
generally describes the AIDET steps:
- A (Acknowledge)—Establish eye contact and smile;
- I (Introduce)—Name, department, self/skill set/experience, certifications, co-workers, physicians or others;
- D (Duration)—How long
will test/procedure/appointment take?; How long will patient need to
wait?; How long before test/procedure visit/admission takes place?; How
long until results are available?
- E (Explanation)—Why are we doing this?; What will happen next?; What questions do you have?
- T (Thank you)—Thank you for choosing MUSC.
the course of AIDET we “manage up” ourselves and others. The intent is
to make patients and visitors comfortable and to put them at ease.
Every step of AIDET may not be needed, depending on the nature of the
encounter. We know the consistent use of AIDET increases patient
satisfaction. Anyone who needs AIDET training can contact Karen
Rankine, manager of education/development, at 792-7690 or e-mail
Calendar year 2008 was particularly challenging with opening of Ashley
River Tower and with addressing our financial situation. I want to
thank everyone for your dedicated work and compassionate care. Have a
happy and safe holiday season.
Thank you very much.
W. Stuart Smith
Vice President for Clinical Operations
and Executive Director, MUSC Medical Center
People—Fostering employee pride and loyalty
Helena Bastian, MUHA HR director, addressed managers with the following reminders:
- As of Dec. 17, CATTS converted to NetID login. Employees will login using their NetID.
hours—A seven-day written notice is required for employees who have a
change in status, scheduled work hours or pay.
- Tuition assistance
payment— Requisitions should be sent directly to Payroll and no later
than Dec. 19 for payment in the Dec. 31 paycheck. Supporting
documentation must accompany the request. Requisitions must be
generous. Supporting documentation accompany the request.
- 2008 evaluations—This must be completed and submitted to MUHA HR by Dec. 31.
New employment process
- The South Carolina
Illegal Immigration Reform Act (SCIIRA) requires all public employers
to register and participate in E-Verify to verify the employment
authorization of all new employees effective Jan. 1.
- E-Verify is an
Internet-based system operated by the U.S. Department of Homeland
Security and the Social Security Administration.
- MUHA HR will verify
information from an employee’s I-9 form utilizing E-Verify within the
first three days of employment. More information will be presented at a
Standard of Behavior—January
Meredith Strehle, marketing and service excellence manger for
Children’s and Perinatal Services and co-chair of MUHA Excellence’s
Standards Team, reviewed January’s standard of behavior —AIDET.
This month’s standard poster of AIDET highlights the IOP team’s best
practice. Another successful AIDET best practice tool is the AIDET cart
used by the Children’s Hospital and adopted by the adult hospital
service team. Additionally, the standards team will be conducting AIDET
rounds throughout hospital units to talk and help educate staff about
the monthly standards and where information can be found.
Mark Daniels, patient support systems team manager, Office of CIO, reviewed
the status of projects with the hospital’s clinical information systems:
- Bedside Med
Administration Project (AdminRX)—All adult medical-surgical and
non-critical units have been activated, with exception of TCU, which
moved into the main hospital. Plans are to activate the TCU system very
Physician Order Entry (CPOE)—The system is live in ART’s 3West, 5East
and 5West as of Dec. 9. Daniels thanked Nicole Painter, Kathy Burt and
their staff, plus the nursing informatics team for their hard work. The
work team’s goal is activate the program in all ART non-critical care
units by June 30.
Documentation Package (ClinDoc)—Currently building new flow sheets
(diabetes and pain). The team is working on implementing a notification
system featuring work lists and reviving the use of notification
rosters (used previously with OACIS). Focus is to synchronize more of
this ClinDoc data with the OACIS system to develop new views.
Viewer—Currently refining the first revision of the system’s medication
view (EMAR) working with physicians, nurses and pharmacists. The team
also has introduced new screen views featuring admission assessment
data from McKesson’s ClinDoc system. Work also is being conducted to
improve notification rosters and critical care area’s view of their
data working closely with physicians and nurses.
Quality—Providing quality patient care in a safe environment
Fletcher, R.N., MUHA clinical disaster preparedness coord-inator,
reviewed details with Joint Commission’s survey readiness rounds in the
medical center. Fletcher spoke about the Joint Commission’s focus on
environment of care and emergency management areas. 2009 Emergency
management standards are specific and are attributed from the
environment of care Readiness rounds have discovered the immediate need
to clear all egress hallways and fire doors from all equipment,
computers, medcarts and chairs.
Teams have also discovered that doors are also propped open, which is both a fire code and Joint Commission violation.
Supply cabinet inventory—the team found the need to conduct a regular
schedule of inventory checks on a monthly basis. A supply
inventory sheet is being developed to help.
Operation Plan/Disaster Plan—Joint Commission has changed
“disaster plan” terminology usage to “emergency operation plan” or
“departmental emergency response plan.”
Location of EOP—confirm place-ment in primary nurses station.
keys/lighting—not all emergency cabinets are not supported by emergency
lighting; recommendations are to attach a glow-stick light to any
emergency keys. The emergency keys should hang in an easy to reach
location at the primary nurse’s station.
Review of roles during an events—brief review of unit’s emergency plan and specific role for staff during such an event.
For information, contact Fletcher, 792-7752, or Al Nesmith, 792-6902.
Kathy Wanstall, R.N., is the new manager of 7 West. Wanstall was
previously the 8West (5West, ART) nurse educator and is an oncology
Teeter was named the new director of university compliance office
effective Jan. 5. Teeter has been the MUHA HIPAA Compliance officer
within Patient Access Services and the Health Information Security
Program since August 2007.
Friday, Dec. 19, 2008