Behavior Standards

A 5 Minute Guide to Media Relations

July 17, 2018 by PVMC Leave a Comment

Last week’s school bus accident in Hudson caused a flurry of media activity for the hospitals who received patients from the scene, including Platte Valley. We had a reporter show up in our lobby, one caught interviewing a doctor outside Medical Plaza 2, and a multitude of calls spanning four days.

Here are a few tips to remember the next time media shows up at our door or calls the hospital:

All media inquiries of any kind must be directed to our Public Information Officer (PIO) in the Marketing and Communications Department. Please do not ever give media statements on behalf of the hospital on your own.
Authorization is required for videotaping, photographing and/or interviewing patients in the hospital. The Marketing and Communications Department will work with the media to obtain permission on a case-by-case basis.
A member of the Marketing and Communications Department must escort the media while on campus at all times.
To protect our patients’ privacy, Platte Valley Medical Center adheres to the regulations set forth by the Health Insurance Portability and Accountability Act (HIPAA) for the release of patient-identifiable information and/or patient medical information.
HIPAA privacy protections continue to apply to a patient’s medical information even after the patient’s discharge or death.

If you have any questions, please contact Platte Valley’s PIO Charmaine Weis at 303-498-1482.

Safety Behavior of the Month: Speak Up, Listen Up

July 10, 2018 by PVMC Leave a Comment

Commit to Using and Promoting a Questioning Attitude: Speak Up, Listen Up

Speak Up For Safety Using ARCC

ASK a question
REQUEST a change
voice a CONCERN
use CHAIN OF COMMAND

This technique was first published in commercial aviation as inquiry-advocacy-assertion. The protocol was intended to help first officers (co-pilots) speak up to the captains when they noticed unsafe conditions. The technique is intended to start with an earnest question and progressively increase in assertiveness until the condition prompting the question is resolved to the satisfaction of all. The idea behind the technique is to avoid coming on too strong when a simple question would have sufficed.

Listen Up Using ART
People often don’t speak up because they are unsure of how you will react. Using this tool shows you are committed to safety and welcome questions.
The ART of listening:

Demonstrate an ATTITUDE of openness by not becoming defensive or short with the other person.
REFLECT back what you have heard to make sure you understand the question or concern.
THANK the person for raising the issue or asking the question.

When voicing a concern, use the official safety phrase for SCL Health which is “I have a concern.”

Hand Hygiene: Clean Hands for Kids

April 24, 2018 by PVMC Leave a Comment

For the next two weeks, Platte Valley will continue to focus on hand hygiene awareness. Practicing great hand hygiene is not only the best way to protect our patients, it’s also expected as a part of our behavior standards. And, who knows, you may get caught hand washing and be rewarded with a $1 off coupon for the Bistro!

Stay tuned to the ICE for the next 2 weeks for more information on great hand hygiene.

Kids need clean hands, too!
Help children stay healthy by encouraging them to wash their hands frequently. Wash your hands with your child to show him or her how it’s done. To prevent rushing, suggest washing hands for as long as it takes to sing the “Happy Birthday” song twice. If your child can’t reach the sink on his or her own, keep a step stool handy.
Alcohol-based hand sanitizers are OK for children and adolescents, especially when soap and water aren’t available. However, be sure to supervise young children using alcohol-based hand sanitizers. Swallowing alcohol-based sanitizers can cause alcohol poisoning. Store the container safely away after use.

Hand Hygiene: Gloves and Fingernails

April 17, 2018 by PVMC Leave a Comment

For the next three weeks, Platte Valley will be focusing on hand hygiene awareness. Practicing great hand hygiene is not only the best way to protect our patients, it’s also expected as a part of our behavior standards. And, who knows, you may get caught hand washing and be rewarded with a $1 off coupon for the Bistro!

Stay tuned to the ICE for the next 3 weeks for more information on great hand hygiene.

When and How to Wear Gloves

Wearing gloves is not a substitute for hand hygiene. Dirty gloves can soil hands.
Always clean your hands after removing gloves.
Steps for Glove Use:
1. Choose the right size and type of gloves for the task
2. Put on gloves before touching a patient’s non-intact skin, open wounds or mucous membranes, such as the mouth, nose, and eyes
3. Change gloves during patient care if the hands will move from a contaminated body-site (e.g., perineal area) to a clean body-site (e.g., face)
4. Remove gloves after contact with a patient and/or the surrounding environment (including medical equipment) using proper technique to prevent hand contamination
  - Failure to remove gloves after caring for a patient may lead to the spread of potentially deadly germs from one patient to another
5. Do not wear the same pair of gloves for the care of more than one patient

Fingernail Care and Jewelry

Germs can live under artificial fingernails both before and after using an alcohol-based hand sanitizer and handwashing
It is recommended that healthcare providers do not wear artificial fingernails or extensions when having direct contact with patients at high risk (e.g., those in intensive-care units or operating rooms)
Keep natural nail tips less than ¼ inch long
Some studies have shown that skin underneath rings contains more germs than comparable areas of skin on fingers without rings
Further studies are needed to determine if wearing rings results in an increased spread of potentially deadly germs

Living the Standards: Professionalism & Accountability

February 22, 2017 by PVMC Leave a Comment

I conduct myself professionally and am accountable for my actions:

This behavior standard may seem easy to follow at first. You might think to yourself “all I have to do is act professionally and behave myself and I’m following the standard.” This is true, but to be truly living this standard – not just following it, is a little more involved.

Behaving in a professional manner can be as simple as showing up for your shift on time each day, and dressing within the hospital dress code. But it can also be achieved in subtle ways, like making eye contact while listening to a coworker or patient, asking follow up questions when you don’t understand something, or using social media responsibly.

By holding ourselves accountable and conducting ourselves professionally, we not only create a climate where our patients, families, and visitors feel welcome and cared for but our fellow associates do as well.

I take responsibility for my work and follow through with all tasks
I show respect by active listening, showing empathy, being considerate
I support and recognize positive qualities of Platte Valley providers and staff
I come to work on time
I follow the Platte Valley dress code
I wear my name badge at all times while working

Submitted by:

Christine Salvi, MHA, BSN, RN

Director of Patient Experience

Living the Standards: Welcoming in 2017

January 17, 2017 by PVMC Leave a Comment

Welcome 2017…..What an exciting time for Platte Valley Medical Center. As things around us may be changing, what remains constant is our Behavior Standards which drive the way we Focus on Our Patients and Families, the Way We Conduct Ourselves, how we Recognize and Reward Others, How we Pursue Excellent Performance, Accept Ownership of the Organizations Success, and lastly, how we Communicate Effectively.

For January, let’s remember: I am focused on our patients/customers/clients

In every interaction, I acknowledge the person, introduce myself, provide explanations, set expectations and thank them
I protect their personal privacy and information privacy
I make every effort to address their needs and wants while promoting a positive PVMC experience
I show them that I care by expressing concern, empathy and taking initiative to solve their problems.

The WHY we come to PMVC every day is exemplified in the behaviors we promote. Focus on those we have the opportunity to serve every day!

If anyone has gone above and beyond for those we serve, and are LIVING THE STANDARDS, please share your stories…..we want to hear from you.

Christine Salvi, BSN

Director of Patient Experience

Lori Thompson – BCEP Employee of the Year

December 27, 2016 by PVMC Leave a Comment

The BCEP (Brighton Community Emergency Physicians) recently awarded Emergency Department associate Lori Thompson as “employee of the year”! Lori has worked at Platte Valley for 19 years which shows a glimpse into the dedication she has for this hospital. She strives to provide a great working environment for her coworkers and is always positive and upbeat. Lori works hard to provide the best patient care experience. She displays great leadership in her role as charge nurse and also as part of the leadership team for all of us. Lori is a deserving candidate for employee of the year so, next time you see Lori make sure to congratulate her on this award!

Lab’s Professionals of the Year

May 9, 2016 by PVMC Leave a Comment

Please congratulate Dana Hodges, Phlebotomist of the Year, and Sumaira Zaka, Technologist of the Year, as chosen by their department peers. These two great employees exhibit all the qualities we appreciate in our staff. Their department peers agree that each is a committed worker, an excellent communicator, and a reliable coworker. Thanks Dana and Sumaira for your amazing work and congratulations!

Dana Hodges, Phlebotomist of the Year

Sumaira Zaka, Technologist of the Year

Surgical Services and ICU Serve Patients with Excellence

December 16, 2015 by PVMC Leave a Comment

PVMC reached its highest level of comparison against the HealthStream database recently with a 94th percentile ranking for the overall rating of the hospital. This means that as a hospital we are out-performing 94 percent of all hospitals in HealthStream’s national database.

Earlier in the month we recognized Medical Imaging for their outstanding scores and today we feature Surgical Services and ICU. In the next two issues of The ICE, we will also highlight the Medical/Surgical/Telemetry Unit, the Women’s & Newborn Center, Emergency and Environmental Services for their contributions to excellence.

Surgical Services received a 91st percentile ranking for the HealthStream database for the third quarter during a time where their volume was also performing at record levels.

Specific strategies to achieve these scores included –

New surgeons Drs. Gawart and Gerry, who are very engaged in our patients;
Improving their performance with tactics including AIDET, managing up, etc.;
Sending chicken noodle soup home with outpatient surgery patients as a gesture of caring and to promote healing;
And the implementation of TeamStepps and Nurse Leader Rounding.

The surgery team is providing exceptional service to our patients and these results are evidence of these top scores. KUDOS to the entire Surgery Department!

PVMC is proud to also recognize the ICU Department for their excellence in patient perceptions as evidenced by an 84th percentile ranking for the HealthStream database for the third quarter. (This means they are out-performing 84 percent of all hospitals in HealthStream’s national database.)

Specific strategies to achieve these scores include –

Improving their performance through the development of staff, and with tactics including AIDET, Employee Rounding, managing up, thank you notes, new business cards;
Nurse Leader and Interdisciplinary Rounding to ensure consistency for patients;
And using their white boards to communicate clear patient goals.

The ICU is providing exceptional service to our patients and these results are evidence of these excellent scores. Congratulations to the entire ICU department!

Thank you Surgical Services and ICU for making us all PVMC proud! These scores reflect PVMC’s ongoing commitment to Planetree Pillars of Healing and the integration of Studer concepts.

LIVING THE STANDARDS: Accepting Ownership & Pursuing Excellence!

December 8, 2015 by PVMC Leave a Comment

If you’ve spent any time on the patient units lately, you know how busy we’ve been. A few weeks ago we had a particularly hectic day: ICU/SDU was full and couldn’t take admissions from the ED, and Med/Surg/Tele was unable take admits because of staffing.

“The evening before, we knew about the crisis that was brewing and ED Nurse Billy Nolen stepped up to take Daniela Reyes’ shift in the ED so that she could float to M/S/T,” explained Emergency Department Director Wendy Colon. “This meant the ICU/SDU could transfer patients to M/S/T and open for admissions. This was a great example of all the units working together and keeping the hospital from having to transfer patients to other hospitals.”

From the ED to M/S/T to ICU, each department rose to the challenge and solved a potentially big problem for our patients. In the true spirit of the Behavior Standards, they worked together as a team to ensure PVMC’s success.

“I’d like to thank Wendy Colon as well for thinking outside the box and finding help for us,” explains M/S/T Director Gentry Mansur. “Without her we would have stayed in a tight spot and would have had to go on divert for sure! As for Daniela, I saw first hand how positive she was and how well she handled floating to M/S/T. Daniela really helped keep us from going on divert and did a great job with a different patient flow than she is used to.”

Daniela

LIVING THE STANDARDS: I Pursue Excellent Performance

When Vice President of Operations Kurt Gensert learned about Billy and Daniela, he shared the following kudos, not only to Billy but to Daniela for working outside her comfort zone:

“I want to personally thank you for your willingness and flexibility during our recent staffing crisis. You’re knowledge, skills, and abilities across two nursing departments enabled us to avoid diverts and transfers for an extended period. Not only are you a team player, but you put others before yourself, something that is very rare. This week’s volumes and acuities truly require thinking “outside the box,” and your responsiveness to the hospital’s needs directly resulted in improved safety, cost, and satisfaction for our patients as well as your peers. Thank you!”

Medical Imaging Achieving Excellence

December 2, 2015 by PVMC Leave a Comment

PVMC is proud to recognize the Medical Imaging department for their excellence in patient perceptions as evidenced by a 93^rd percentile ranking for the HealthStream database for the third quarter. (This means they are out-performing 93 percent of all hospitals in HealthStream’s national database.)

Specific strategies to achieve these scores include –

Scripting for 9’s and 10’s
Improving the performance with tactics including daily huddles, AIDET, managing up, etc.
Radiation Dose Reduction
Medical Imaging Leads in CT and X-ray to help improve turnaround times, response rates, etc.
Volunteers to act as patient concierge to improve the patient experience

The medical imaging is providing exceptional service to our patients and these results are evidence. KUDOS to the entire Medical Imaging Department! Thank you for performing your jobs with excellence and making us all PVMC proud!

Living the Standards: Martha

November 17, 2015 by PVMC Leave a Comment

We’re lucky to be connected to so many great coworkers who all care deeply about the work we do at this hospital. Recently, one of our EVS employees, Martha, was recognized by the Emergency Department and PVAS for her exceptional attitude and dedication to her work. Thanks Martha, you inspire all of us!

“Adams County brought a patient to us from the county jail. This was a challenging case, and we were struggling to keep the patient, exam room, and restroom clean. Let’s just say that it was an awful mess. Our staff managed to keep up with the patient’s needs for a while, but we soon needed the help of Environmental Services.

Martha soon showed up, and she went straight to work. She cleaned a horrible situation in the ER restroom and also helped us clean in Exam Room 8. Her smile and positive attitude uplifted me and my colleagues in the ER, and her interaction with the patient was professional and caring. Martha’s attention to detail and her willingness to help us clean up a bad situation are highly appreciated. Having known Martha for a few years, she has demonstrated her dependability and assertiveness. However, Martha’s performance yesterday was exceptional. She really is a special addition to the Emergency Department, and I can’t thank her enough for her hard work.” – Aaron M. Schlagel, EMT-B

Living the Standards: April

July 15, 2015 by PVMC Leave a Comment

Please congratulate April Coronel, the Emergency Department’s employee of the month for June. She is always such a pleasure to work with and has a smile on her face. She is eager to learn and always ready to jump in and help. She has excelled in many areas of PVMC behavior standards but we want to recognize her specifically for the “I pursue excellent performance” standard.

She always brings enthusiasm to work: April even jumped in and did CPR on a patient for us

She shows that she enjoys her work: Always smiling and ready to work

She performs her job with excellence: Knows her duties very well and goes above and beyond and is ready to help in any aspect she can (including cleaning rooms)

She seeks out learning opportunities as much as possible: Wants to watch and learn when we intubated a patient and when we placed a chest tube

She shares her knowledge with others: Check the charge sheets very well and is very thorough with her checks. Helped us get Medicaid for a patient that had been here for days because he did not have insurance and could not be placed, April came in to work and in 15 minutes had insurance for this patient!

Great work April, well deserved!

Employee Designated Parking in the ED Lot

June 30, 2015 by PVMC Leave a Comment

If you’ve noticed, our patient volumes are growing. We’ve had several occasions recently where there are no parking spaces on the north side of the building.

In order to remain focused on our patients, we’re asking staff who park in the Emergency lot to only park in the back three rows — the employee section. Recently, we’ve seen employee cars in the front two rows — these are designated for our patients and guests. Thanks for accepting ownership of our success by parking further away and placing our patients first. Your heart may thank you too 🙂

LIVING THE STANDARDS: Efrain Pursues Excellence

June 2, 2015 by PVMC Leave a Comment

If you haven’t met Efrain Rodriguez from Plant Services, you should take a moment to do so. Efrain is one of our “floor” specialists and is a great example of someone living the behavior standards. He’s always helpful and shows a genuine interest in people.

There’s never a day that goes by where we don’t see him enjoying his work. Even while sparkling the floors, Efrain is smiling and seems happy to be here. Thank you Efrain for bringing enthusiasm to your work, for showing you enjoy your job, and for performing each day with excellence!

This month’s Behavior Standard is I pursue excellent performance. If you know someone who is living this standard, please send an email to Evelyn Wiant at ewiant@pvmc.org today and they’ll be featured in next week’s ICE!

LIVING THE STANDARDS: I Pursue Excellence

May 19, 2015 by PVMC Leave a Comment

As we integrate the Behavior Standards into our everyday interactions, it’s important to remember that enthusiasm and excellence help us bring our best to work every day. Here’s some inspiration from our friends, the 7 Dwarfs. They sure know how to pursue excellence by enjoying what they do each and every day! Click the story to view the video:

This month’s Behavior Standard is:

Living the Standards: Great First Impressions

April 28, 2015 by PVMC Leave a Comment

Proper dress is the key to a great first impression. It’s also a componenet of the Behavior Standard:

I conduct myself professionally and am accountable for my actions.

When you get dressed each day, try to remember that each of us represents the hospital, and we all contribute to its image. Here is a quick guide to help you remember how to look your best at work.

You can download and print the dress code poster here. Click here to find the full text of the dress code section of our Employee Handbook.

Living the Standards: Recognizing and Rewarding Contributions

April 28, 2015 by PVMC Leave a Comment

As we integrate the Behavior Standards into our everyday interactions, it’s important to take time to recognize and reward the contributions of others. This month’s Behavior Standard is:

I recognize and reward the contributions of others

I treat everyone with respect
I respect diversity
I value the contributions of all members of the team regardless of job, role or title
I recognize and encourage positive behaviors

What can you do today to reward someone’s contribution? How about paying it forward?

International Pay it Forward Day is Thursday, April 30

In 2014, people from 70 countries participated in Pay it Forward Day with individuals working on proclamations in 36 states & 41 cities. For this year’s international Pay it Forward Day (PIFD) we encourage you to do your part to inspire over 3 million acts of kindness around the world. Imagine the difference that would make!

WHAT CAN YOU DO?

Pay for someone’s cup of coffee
Get the next person’s food, toll, petrol, etc.
Help someone out in need
Be creative!!! Click here for more ideas.

Living the Standards: Daniella Reyes and Dr. Carey Cuprisin

April 14, 2015 by PVMC Leave a Comment

As we integrate the Behavior Standards into our everyday interactions, it’s important to remember to say thank you, and congratulate each other as we improve. Here in The ICE, we want to acknowledge employees who are Living the Standards. This example is from a Share-A-Compliment written about Daniella Reyes and Dr. Carey Cuprisin. This months standard is:

I conduct myself professionally and I’m accountable for my actions.

I take responsibility for my work and follow through with all tasks.

I show respect by active listening, showing empathy, being considerate.

I support and recognize positive qualities of providers and staff.

I came to work on time.

I follow the PVMC dress code.

I wear my name badge at all times while working.

I hold in confidence all private information and interactions.

I use my cell phone appropriately and professionally.

“My mother-in-law had a recent visit to the emergency room. She has Alzheimer’s, and becomes very disoriented in unfamiliar places. Daniella was great! She actively listened to my mother-in-law, and her caregivers to determine the type of care that would be needed. Dr. Cuprisin was in and out of the room in a very timely manner, and he had a real “I care” attitude. He explained her diagnosis in terms we could understand, and gave great suggestions for her speedy recovery. This care that Daniella and Dr. Cuprisin provided made this visit as pleasant as an emergency visit can be.”

Daniella Reyes

Dr. Carey Cuprisin

Who do you know that is doing a great job living this month’s standard? Send an email to ewiant@pvmc.org today with an employee’s name, some examples, and we’ll do the rest.

And the Oscar Goes To…

February 17, 2015 by PVMC Leave a Comment

The “Oscar” Awards for the Behavioral Standards Video were presented to the winners on Monday at the Valentine Celebration. Each of the winning departments received an “Oscar” and a basket of sweets for their prize.

And the winners are:

Best Overall Representation of a Behavioral Standard – ICU

Most Humorous – Administration

Most Creative – HIM

Best Acting – Medical/Surgical/Pediatric Unit

Best Costumes – Environmental Services