Your Champion for Better Health

1. Your Champion for Better Health

2. Otsego Memorial Hospital Association OMH is owned by the OMH Association, comprised of members of the community who pay annual dues. • Established 1951 • Non-profit Corporation • Governed by 10-Member Board of Directors • Accredited by Joint Commission, CMS

3. Otsego Memorial Hospital Highlights Workforce:650+ Employees Providers: 90+ Affiliated including 58 employed 26 are Mid-Level Practitioners Beds: 46 Acute Care (Hospital) 34 Long Term/Skilled (McReynolds)

4. Businesses within OMH Association Otsego Memorial Hospital McReynolds Hall MedCare Walk-In Clinic OMH Medical Group OMH N’Orthopedics OMH Medical Group Lewiston OMH Medical Group Indian River OMH Foundation

6. Mission Statement To provide exceptional healthcare that meets the needs of our patients and the communities we serve. Our service area includes: Gaylord, Elmira, Wolverine, Vanderbilt, Johannesburg, Atlanta, Lewiston, Indian River, Cheboygan, Frederic and Waters.

7. Vision Statement To be the center of northern Michigan’s patient focused alliance dedicated to healthcare excellence.

8. Values Respect: Appreciating diversity and treating all with compassion, dignity and courtesy • Show the person you are interacting with that they are your priority • Convey empathy—put yourself in others’ shoes • Listen to and honor the personal, cultural and spiritual needs of patients and families • Recognize that every job is important and has value

9. Values Integrity: Unwavering commitment to honesty and trust • Do the right thing for the right reason • Protect confidentiality and privacy • Discuss differences constructively, directly and tactfully • Advocate for our patients, employees and organization

10. Values Excellence: Teamwork and communication dedicated to understanding and exceeding expectations of quality, safety and customer service • Take initiative to promote a culture of accomplishment, enthusiasm and expertise; take pride in your work • Promote an exceptional healing environment based on individual needs • Be open to giving and receiving feedback to accomplish mutual goals • Achieve the best results in all we do

11. Values Accountability: Accepting responsibility for our actions • See it • Be engaged to contribute positively • Acknowledge opportunities by learning from our experiences • Own it • Understand how individual actions contribute to desired outcomes • Solve it • Follow through on commitments and responsibilities

12. Otsego Memorial Hospital Affiliates OMH Auxiliary A self-governed group of 150 volunteers who raise funds to support the mission of OMH

13. Otsego Memorial Hospital Partners Munson Healthcare Partner for services such as IT, phones and supplies Munson Home Care/Home Services OMH is a small equity ownership, which we must disclose when offering home care services

14. Customer Service • We want customers to think of us as the very best option for their healthcare

15. Customer Service • Part of our Strategic Plan • Why it is important ? • Customers share their experience • The following are the behaviors we ask our employees to exhibit

16. Greet People • Make eye contact (be aware of cultural diversity) • Tune the world out and them in • If appropriate, thank them for coming in or contacting you

17. Value People Think things like: • “You’re the customer-I’m here to serve you!” • ‘You deserve to be treated with dignity and respect!” • “There’s something about you I value!”

18. Ask How You Can Help • Ask “How may I help you?” • Find out why they came in or contacted you • Ask open-ended questions to further understand their needs. Open-ended question require more than a “yes” or “no” answer

19. Listen to People • Listento words • Listento tone of voice • Listento body language

20. Help People • Help People • Satisfy their wants or needs • Solve their problems • Give them extra value

21. Invite People • Invitepeople to have further contact • Thank them for choosing our organization • Ask them to contact you again if they need further help • Leave them with a good feeling about their encounter with you

22. Rights as a Patient Patients have a right to: • Considerate and respectful care • Understandable information • Patients will have a green dot on their ID bracelet if they have difficulty understanding basic communication • Please see their chart for more information regarding their communication challenge

23. Rights as a Patient Patients have a right to: • Be free from seclusion and physical/chemical restraint (refer to policy) • Consent or refuse treatment • Appropriate pain assessment/symptom management (see scale)

24. Pain Assessment When assessing pain, a number value should be assigned by the patient to make for consistent measurement

25. FLACC Scale Non Verbal

26. Rights Patients have a right to: • Privacy • Treatment records are confidential • Review their medical records • Be free from discrimination • Discuss continuing care needed after hospitalization

27. Rights Patients have a right to: • Know the hospital rules • Consult the Ethics committee • Know the physician who has primary responsibility • A second opinion • Advanced Directive

28. Rights Patients have a right to: • Be informed of outcomes of care including unanticipated outcomes • Raise concerns through a formal grievance • Access Protective Services

29. Rights Patients have a right to: • Comfort measures/peace and dignity at end of life • Patients who have a Do Not Rescusitate status will have a purple armband placed around their wrist • McReynold's Hall patients have a purple dot placed on their identification bracelet • Spiritual and pastoral care • Appropriate screening and stabilization before transfer to another facility

30. Patient Responsibilities Patients need to: • Provide Accurate Information • Keep Appointments • Understand consequences of refusing treatment • Follow hospital rules • Be considerate of others • Be responsible for financial obligation • Notify staff of communication issues • Ask questions if they do not understand • No Alcohol, recreational drugs, or firearms/weapons

31. Advance Directives What are Advance Directives? A legal document that gives the appointed advocate permission to make medicaldecisions when the patient is deemed incompetent by 2 physicians

32. OMH Process for Advanced Directives • Pt. are given information about advanced directives, if not familiar, at admission • Copies of advance directives are scanned into the medical record • Upon admission, the advance directive should be available to the area where the patient will be located

33. Infection Control Washing your hands frequently and properly is the single most important action you can take to prevent the spread of infection.

34. Infection Control Hand Sanitizer is effective for hand hygiene but you should wash with soap and water if hands are soiled or if caring for someone with C. diff

35. Infection Control(Keystone Initiative) Wash your hands upon entering a patient-care area and upon leaving WASH IN WASH OUT

36. Infection Control Standard Precautions “All the patients, all the time”

37. Infection Control Standard Precautions • Specific behaviors that healthcare workers (HCW) follow to protect both themselves and patients from infection • Practice 100% of the time

38. Infection Control • Apply to blood, all body fluids, excretions and secretions except sweat, plus non-intact skin and mucous membranes • Protect against bloodborne pathogens such as HIV, hepatitis B and hepatitis C • Protect against pathogens from moist body substances

39. Infection Control •Wear gloves when touching blood, body fluids, excretions, and contaminated surfaces • Wash your hands after contact with body substance even if gloves are worn • Wash your hands and change gloves between patients and between touching clean and dirty sites on the same patient • Wear a mask, eye protection and a gown if splashes or spatters are possible (Latex free products are available)

40. Infection Control •Practice Respiratory Etiquette all year •Use mouthpieces, resuscitation or other ventilation devices as an alternative to “mouth to mouth” resuscitation methods • Be sure reusable equipment is cleaned and disinfected before used on another patient

41. Infection Control • Handle all patient care equipment to prevent exposure to other patients, visitors, and healthcare workers • Keep used patient equipment including soiled linens away from your skin, mucous membranes and clothing • Don’t let used equipment or linens contaminate surfaces or clean items

42. Sharps Safety • Never bend, recap, or break used needles unless the procedure requires it • Place used sharps in a designated disposable container immediately after use

43. Infection Control Transmission Based Precautions • Additional precautions that healthcare workers practice when a patient is suspected of having an illness that spreads very easily and is based on how the infection is spread- CONTACT-AIRBORNE-DROPLET

44. AIRBORNE Precautions • Requires patients to be in a negative pressure room and staff need to wear a PAPR (Powered Air Purifying Respirator) • Good ventilation is important for preventing the spread of TB • Active TB patients need to wear a mask if they go outside of the room

45. Exposure toBlood or Fluids • Wash vigorously the area immediately with soap and water • Report the exposure to the supervisor of your Department • Complete the “Exposure Form” • Report to ED for evaluation • If exposure to eyes, flush for 15 minutes at eye wash station with COLD water

47. Age Specific Care • Be aware that all ages have different physical, psychological, and social needs • Tailor education to the patient’s age and needs • If staff and volunteers are aware then it is a safer environment • Involve family in the care

48. Abuse Types of abuse: • Elders • Physical Abuse, Neglect, Exploitation • Child • Abuse, Neglect • Observed or suspected • we are required by law to report it!

49. Overview of Evidence-basedPractice: What Is It? “The conscientious explicit, and judicious use of current best evidence in decision making” (Sackett, et al, 1997) www2.uta.edu/ssw/trainasfa/glossary.htm

50. Condition Central Line-Associated Bloodstream Infections are a serious complication in hospitals across the nation and may cause increased length of stay, increased cost and risk of mortality. Research Summary To reduce the incidence of blood stream infections: Use appropriate hand hygiene Chlorhexidine for skin preparation Full barrier precautions during insertion The subclavian vein as the preferred site. Evidence-based Practice: Example- Clinical Quality and Safety Research Group, Johns Hopkins University, Revised 1.14.05