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“Discovery”. New Team Member Self Learning Packet 2013. 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: - PowerPoint PPT Presentation
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New Team Member New Team Member
Self Learning PacketSelf Learning Packet
20132013
“Discovery”
Self Learning Packet ObjectivesThis 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.
·Employee Engagement
·Customer Experience Index
·Operating Margin
KEEPING ATLANTICARE FIRST
·Patients Cared for by Our Physician Network
·Re-admission Rate
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.
AtlantiCare’s ValuesOur ValuesAtlantiCare has a set of values that guide our actions and behaviors. SafetySafety is our top priority.
TeamworkWe work together to achieve our goals.
IntegrityOur behaviors consistently reflect the highest ethical standards. RespectWe treat each individual with dignity and compassion. ServiceWe create loyalty by delighting those we serve.
Health Care DeliveryHealth Engagement
Health Information
Corporate Organization
AtlantiCare
AtlantiCare Health Services
AtlantiCare Behavioral
Health
AtlantiCare Regional Medical Center
AIT – AtlantiCare Information
Technology
AtlantiCare Foundation
AtlantiCare Home Care
AtlantiCare Surgery
Center LLC
AtlantiCare Health
Engagement
AtlantiCare Cape May
Surgery Center
South Jersey
Oncology Property
LLC
AMI/AtlantiCare
Imaging
Rev 09.12
AtlantiCare Heath Solutions
AtlantiCare Regional Health Services
AtlantiCare Physician
Group
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.
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)
AtlantiCare’s Deployment Model for New Processes
PlanEstablish a sense of urgency
Identify timeline and measures
Create & communicate the vision
DesignIdentify best in class processes
Involve stakeholders
Validate process design w/ impacted areas
Communicate change
MeasureCollect and display data in a useful format
Create linkages to other existing processes
Recognize and reward early adopters
Assess PerformanceAnalyze results
Prioritize opportunities
ImproveUse the PDCA Model for improvement
Quality Improvement ProcessIn 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.
AtlantiCare’s Deployment Model For Existing Processes
PlanCreate a work team
Identify improvement needed
Produce possible solutions
DoEducate
Small tests of change
Pilot
Communicate
CheckRe-measure & analyze results
Identify barriers to success
Discuss with stakeholders
ActSolve for barriers
Hardwire improvements
Share best practices
Exceeding Customer Expectations
Excellent customer service is the ability of an organization to constantly and consistently exceed customer’s expectations
Internal & External Customers
Customers may be calledPatient – 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
Internal & External Customers
All customers have the same expectations for service excellence
Professionalism
Responsiveness
Courtesy
Respect
Kindness
Compassion
Customer Loyalty …
… is greatly impacted by how PEOPLE facilitate the PROCESSES to deliver PRODUCTS to the customer.
… is built when PEOPLE make emotional connections while facilitating the PROCESSES to deliver PRODUCTS to the customer.
…is driven by the customer’s experience with PEOPLE, PRODUCTS and PROCESSES.
Key Differences
view AtlantiCare as a partner.
willingly refer other customers to AtlantiCare.
Loyal Customers
view AtlantiCare as a commodity.
may refer other customers to our competitors.
Satisfied Customers
Perception
Referrals
Customer Experience Standards
Determine how we deliver our serviceGuide 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
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.
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.
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.
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.
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.
First Impression
You only get ONE chance to make a first impression.
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.
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.
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.
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.
Key Words at Key Times • 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.
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.
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?”
Managing Up Co-workers and DepartmentsSpeaking 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”
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.”
Managing Up Co-workers and Departments
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
Appreciate the customer by telling them that their honesty in bringing the issue forward gave us the opportunity to fix a failure
We measure to be sure our behaviors match our goals
Surveys: Customer Satisfaction Surveys across the system
Focus groups
Community surveys
What We Know……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.
1. Communication with Nurses
2. Communication with Doctors
3. Responsiveness of Hospital Staff
4. Pain Management
5. Communication About Medications
6. Discharge Information
7. Hospital Environment (cleanliness and quietness)
8. Overall Rating of Hospital
HCAHPSHCAHPS Measurements Measurements
Corporate and Privacy Compliance
Management of Information
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.
Prevalent Laws and RegulationsDeficit 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
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
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.
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
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.
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.
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.
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
Your ResponsibilitiesAt 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.
Harassment Free WorkplaceHarassment Free Workplace In line with our Strategic Objective of Best People / Best Workplace, AtlantiCare is a Harassment Free Workplace. As an organization, we prohibit harassment based on any of the following:
• Race • Creed • Color • National origin • Age • Ancestry • Gender • Citizenship status • Sexual orientation • Handicap or disability
We also prohibit sexual harassment which includes behavior such as unwelcome sexual advances, request for sexual favors and other lewd conduct such as lewd talk, inappropriate jokes or suggestive comments. If you witness harassment taking place, you can file a report with your supervisor, Human Resources or any other member of AtlantiCare’s Management team.
Harassment Free Workplace
What does Harassment mean?
“To disturb, torment or pester on a persistent basis.”
The most frequent types are verbal, physical, and visual.
• It may be in the form of inappropriate verbal comments, the tossing of an object at an individual, inappropriate touching, inappropriate graphics or stereotyping behaviors.
• Excuses such as "I don’t mean to offend when I call you baby, that’s just the way I am", are not a defense for offending behavior.
What is Sexual Harassment?
Sexual harassment includes behavior such as unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature, such as name-calling, suggestive comments, or lewd talk and jokes.
Harassment Free Workplace
What is Sexual Harassment?There are two forms:
Quid Pro Quo harassment ("This for That" harassment)• This form of sexual harassment involves one party
using power over another to gain some sort of sexual advantage. (i.e. Promotional opportunities, increases, etc.)
Environmental harassment (hostile work environment)• This form of sexual harassment conduct is based on
gender and unreasonably interferes with an individual’s work performance or has the purpose or effect of creating an intimidating, hostile or offensive work environment.
Harassment Free Workplace
Safety is Our First Concern
You are required to immediately report to Human Resources any information that reasonably indicates another health care professional has demonstrated:
• Impairment• Gross incompetence, or• Unprofessional conduct
Impairment is defined as……
The condition of being unable to perform as a consequence of physical or mental unfitness.
Impairment includes… Under the influence of drugs or alcohol;
Mental or emotional illness including dementia that precludes a person from safely performing the essential functions of their job; and
Physical disability that precludes a person from safely performing the essential functions of their job
Drug and/or Alcohol Abuse“Reasonable Suspicion”
Employee appears to be under the influence of drugs/alcohol, (i.e. slurred speech, inability to walk a straight line, etc.)
Any other objective factors which raise a reasonable suspicion of alcohol or drug use.
Recurring or serious problems with job performance, attendance, or behavior where no other verifiable basis for such a problem exists.
Help is Available Human Resources can
assist those with disabilities by working our reasonable accommodations
Employee Assistance Program (EAP) can assist those with mental, emotional and substance abuse through
• Prevention• Intervention• Treatment
You can reach AtlantiCare’s
EAP by calling 1-800-260-0808
For More Information
You may use AtlantiCare’s “Starfish”, to find the policies on:
Signs of Impairment
Drug and Alcohol Free Workplace
Harassment Free Workplace
If you have any additional questions, please contact a representative from Human Resources.
Chest Pain and Heart Attacks AtlantiCare's vision of building healthy communities
applies equally to our employees as it does to our external customers. That is just one reason why we think it is important for each of us to understand the following information about chest pain and heart attacks. They can happen to patients, visitors, family members or co-workers at anytime or anywhere.
People typically expect a heart attack to include crushing chest pain and sudden falls to the floor like commonly seen in movies or on television. In reality, heart attacks often begin with vague symptoms that slowly intensify with pain that may be mild and come and go. Women tend to delay longer than men when it comes to seeking help.
Chest Pain and Heart Attacks (Symptoms) Shortness of breath which may or may not
come with chest discomfort Uncomfortable pressure, fullness, squeezing of
pain in the center of the chest that lasts a few minutes or goes away and comes back
Breaking out into a cold sweat, nausea or lightheadedness
Pain or discomfort in one or both arms, the back, the neck, the jaw or the stomach
A general feeling of impending doom
Chest Pain and Heart Attacks (continued) If you or anybody else experiences these symptoms
you should do the following: If you are in the hospital, dial '0' for the operator and tell
them that it may be a heart attack. Ask that Security help transport the person to the Emergency Department immediately!
If you are at any place outside of the hospital call 911 and give the operator the relevant information needed to request an ambulance.
It is important to know that any delay in treatment may result in permanent damage to the person's heart tissue. When in doubt call the emergency numbers immediately.
Chest Pain and Heart Attacks: Special Concerns for Women
Women or diabetic's signs and symptoms of a Heart Attack can be vague and non specific. They may not experience Chest pain at all. They may just experience weakness, fatigue, shortness of breath or epigastric problems such as nausea and abdominal pain.
According to the American Heart Association (AHA) Women often delay in seeking treatment for a Heart Attack. More women than men die within the first year of having a Heart
Attack. Women can be less aggressively treated medically than men following
a heart attack Women may receive less follow up care than men.
It is for these reasons that women need to be pay extra close attention to their health and how their bodies feel.
What is F-A-S-T?What is F-A-S-T? F-A-S-T is an acronym for recognizing and
responding to the symptoms of stroke. It stands for face, arms, speech and time, and
it is used as part of a campaign by the National Stroke Association to raise awareness about the impact of stroke on women.
Additional warning symptoms have been added for general public knowledge and to prepare patients and families post discharge.
Stroke Awareness:
Act F-A-S-T!
Electrical Safety
We also want to discuss the importance of electrical safety. Electrical hazards can be avoided. It is important that each of us is aware of potential hazards and take actions to prevent them from happening.
Fires and shocks can occur when electrical cords or outlets are damaged. Damage to these can happen when pieces of equipment are unplugged improperly. The following three behaviors should be performed to help prevent these events from happening:
ALWAYS unplug electrical equipment by pulling on the plug and not the cord.
Inspect each piece of equipment on a regular basis for damage to the cord or plug.
Do NOT use damaged equipment and immediately report it.
2013 Patient Safety Goals
Clinical Education
2013 National Patient Safety Goals
Improve the accuracy of patient identification
Improve the effectiveness of communication
Improve the safety of using high risk medications
2013 National Patient Safety Goals
Reduce the risk of health care associated infections
Accurately and completely reconcile medications across the continuum of care
Improve the accuracy and safety of surgeries and procedures
Identify patients at risk for suicide
Environment of Care & JCAHO Policies
Storage
Doorways
Ceiling Tiles
Sink Storage The area under a sink is
considered a soiled environment
The following can NOT be stored under sinks:Anything wearable
Anything ingestible
Anything used for treatment
Only cleaning supplies can be stored under sinks
O2 Tank Storage
Unsecured O2 bottles can fall over & start a fire
Must be securedIn a rack
Behind a chain
In a stretcher mounted tank holder
Shelf Storage
Nothing can be stored within 18 inches of the BOTTOM of sprinkler heads
Hallway Storage
The hallways cannot be used as storage areas
Linen Carts
Linen carts must be covered at all times when not in use
Doorways Wedging a door open
In the case of a fire allows smoke & fire to spread around the building, possibly trapping and causing harm to hospital staff, patients & visitors
Prevents certain procedures from being effective
Ceiling Tiles
Wet ceiling tilesAre breeding grounds for mold
Can fall and possible hit people
If stained tiles are noticed, please contact Facilities to have them replaced
Safety & Quality of Care – Reporting Concerns
Any employee who has concerns about the safety or quality of care provided in the hospital may report these concerns to our Safety Officer, Debra Fox at 572-8310.
Safety & Quality of Care – Reporting Concerns
You may contact the New Jersey Department of Health directly with complaints:
Call 1-800-792-9770
Or by mail:
NJ Department of Health
PO Box 367 LL
Trenton, NJ 08625
You may also contact the
Joint Commission:
Call 1-800-994-6610
From 8:30 am to 5 pm
Your Role in the Event of a FireSafety is one of AtlantiCare’s organizational values. With this in mind, we all play a very important role when it comes to keeping our work environment safe. In the event of a fire, it would be helpful to remember the RACE acronym:
Rescue people in immediate danger.
Alarm (pull a fire alarm and follow other departmental procedures for reporting an emergency).
Confine the fire by closing the appropriate doors.
Extinguish the fire (if it is a small one) or Evacuate to a safe location.
Using a Fire Extinguisher
After taking the fire extinguisher out of it’s holder and setting it onto a flat surface, hold it by it’s neck and
Pull the pin and break the tamper seal
Aim the nozzle at the base of the burning object
Squeeze the handles together releasing the extinguisher's chemicals
Sweep the nozzle back and forth to coat the burning material.
If it is possible for you to extinguish a fire, such as a small one in a garbage can, the PASS acronym should help you remember how to properly use a fire extinguisher.
At AtlantiCare, we use the most cutting edge equipment to provide exceptional service to our customers. One tool in our arsenal is Magnetic Resonance Imaging (MRI). Considering the fact that this piece of equipment is essentially a very large magnet, there are some very specific safety practices that must be adhered to while being around it.
Magnetic Resonance Imaging (MRI) Safety
Some of the safety practices are as follows:• All patients must be properly screened before entering the MRI room • All metallic equipment, including hand tools, wheelchairs, gas tanks, etc should be checked with a hand magnet before entering the MRI room • Employees that work directly with the MRI machine should know the proper procedures to follow in the event of an emergency
Safety CodesCode Red Fire
Code Blue Adult Medical Emergency
Code White Pediatric Medical Emergency
Code Amber Infant/Child Abduction
Code Yellow Bomb Threat
Code Grey Security Emergency / Patient Elopement
Code Silver Hostage Situation
Code Orange Hazmat Situation
Code Triage Disaster Situation
Code Clear Situation Has Cleared
Code Ten Community member injured on premise
Met Team Rapid response to assess patient
Recent AtlantiCare expansions
Recent additions to AtlantiCare include:• Cape May Courthouse Surgery Center• Galloway and Somers Point Urgent Care Sites• Hammonton Health Park• Multiple physician practices in tri-county area• Primary Care and Cardiology campus in
Manahawkin• Construction on Child & Adolescent Mental
Health Center in EHT• Construction on Cape May Cancer Center
AtlantiCare’s Organizational Commitment
Equitable Health Care means that every person we care for, regardless of their race, culture, spoken language, or any other differences, receive an equally respectful and quality health care experience.
CultureWe encourage an atmosphere that allows each person to:
have a sense of importance observe and experience our passion in
providing quality care actively participate in strategies to
enhance their health.
Cross Cultural ServicesWe recognize that the culture of our customer population is changing. We also understand that disparities in healthcare delivery exist between various races. In line with our value of Respect and our Strategic Objective of Best Community Health, AtlantiCare offers the following services to help meet the language and cultural needs of our customers: Telephonic Interpreter Services through the use of Language Line PhonesThe nurse and the patient can interact with each other by using this service. Contracted Interpreter ServicesA translator can be requested to be physically present to assist in the transfer of information. Customer Relations can assist with interpreters at no cost to patients. Translation ServicesPatient education materials and vital consent forms can be translated. We believe that ALL people should be treated with dignity and respect.
Best Financial Performance
Bringing together best in quality, customer service, workplace/people and community helps us enrich our profits in a not for profit organization. Our revenue is invested in the education of our employees, improvement in services and the expansion of locations within AtlantiCare. This commitment creates our financial success.
Best Financial Performance AtlantiCare is a non-profit organization and has a triple “A” bond rating.
Financially we are very strong and stable and because of this position, we were able to invest back into such projects as the new Cancer Center in Cape May County.
Understanding EMTALAThe Emergency Medical Treatment and Active Labor Act (EMTALA) is a federal law that was adopted in 1986 and was originally designed to stop hospitals from refusing to treat patients based on their ability to pay for services. This legislation deals with various requirements around transferring patients and discharge. Here are some of the important things to know about this law:
EMTALA applies to ALL hospital employees The “Emergency Department has been expanded to included the entire
hospital as well a 250 yard perimeter around the hospital, and in hospital owned ambulances
Every patient is allowed to be screened by a physician to determine if there is an “emergency medical condition” or active labor
Before a patient is transferred, they are entitled to stabilizing treatment Documentation must be completed in the RAAMPS format before
transferring a patient
RAAMPS DocumentationRAAMPS Documentation The documentation that should go with a patient during a transfer is supposed to be in RAAMPS format. Reason for transfer
Accompanying equipment
Acknowledgement of acceptance of patient by staff member
Method of transfer
Personnel accompanying patient
Summary of patient’s condition
This is also known as the NJ Universal Transfer Form. Failure to comply with EMTALA can lead to several serious consequences for AtlantiCare including negative attention, increased legal scrutiny, fines and possibly loss of Medicare/Medicaid eligibility.
Self Learning Packet Wrap upThe information presented in this course and much more can be found in your Employee Pocket Guide as well as on the AtlantiCare Starfish. Please be sure you take the time to complete the post-test for this course and return it to your manager. Both pieces, viewing this course and completing the post-test, are required parts of the orientation process.
Thank you!
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