You are the future of healthcare

1
Welcome

• You are the future of healthcare!
• Mercy Unity are excited to provide an
  environment where our professional staff and
  quality healthcare lends itself to an excellent
  learning experience for you.

2
Orientation Toolkit

• This orientation toolkit is intended for
  non-employees who are completing academic
  experiences at our hospitals. This would
  include Clinical instructors and students
  completing clinicals, internships, capstones,
  synthesis and others as required.
• Completing this toolkit is part one of your
  orientation. The second portion is with the
  specific unit/dept you will be working on. You
  should meet with the unit/dept representative to
  obtain orientation specific to your role and
  department.

3
How to Proceed

• The online orientation program is divided into 2
  parts. After completing Part 1, return to
  (www.allinamercy.org or www.allinaunity.org) and
  complete part 2.
• Read each slide and complete any documentation
  required by your school.
• Questions about the information contained in this
  toolkit should be directed to the Professional
  Practice and Education 763/236-3030

4
Contents

• Who Are We
• Mission, Vision Values
• Confidentiality/HIPAA
• Extraordinary Workplace with Extraordinary
  Employees
• Safety Awareness
• Infection Control
• In Closing...

5
Who We Are

• Mercy Unity Hospitals are part of Allina
  Hospitals and Clinics
• Allina is a not-for-profit healthcare
  organization serving Minnesota, Wisconsin and the
  Dakotas.
• Although we are not-for-profit, it is still
  necessary to watch the financial bottom line. We
  need to be here to meet the current and future
  needs of the communities we serve. We reinvest
  profits in new equipment and advanced
  technologies to better care for our patients.

6
Allina Hospitals Clinics

• 13 hospitals
• 2 nursing homes
• 42 clinics
• Medical transportation services serving 70
  Minnesota communities
• Hospice
• a community service
  providing health care information and referrals

7
Allina Hospitals

• Metro Hospitals
• Mercy
• Unity
• Abbott Northwestern
• United
• Phillips Eye Institute

• Regional Hospitals
• Buffalo
• Cambridge
• Owatonna
• St. Francis
• River Falls
• New Ulm

8
What we strive for...

• Allina Vision
• We will
• Put the patient first,
• Make a difference in peoples lives by providing
  exceptional care service,
• Create a healing environment where passionate
  people thrive excel, and
• Lead collaborative efforts that solve our
  communitys health care challenges.
• Allina Mission
• We serve our communities by providing exceptional
  care, as we prevent illness, restore health and
  provide comfort to all who entrust us with their
  care.

9
Allina Values

• Integrity
• Match our actions with our words. We live our
  values and mission in all decisions and actions.
• Respect
• Treat everyone with honor, dignity and courtesy.
  Respect values, cultures, beliefs and traditions
  of others. Value each others talents and
  contributions.
• Trust
• We act in the best interests of out patients,
  physicians, communities and one another.
• Compassion
• Dedicated to creating a healing and caring
  environment to support the emotional, physical
  spiritual well-being of all.
• Stewardship
• Use our resources wisely. Commit to being
  thoughtful stewards of time, energy and talent.

10
Living the Values

• Why is it that some patients can have poor
  outcomes and still say that they wouldnt go
  anywhere else for their healthcare?
• The difference is the relationships that we
  create with our patients.
• Its the customer service we provide.
• People come back to our hospitals because we live
  out our values and walk the talk-not just give
  them lip service.

11
Customer Service Basics

• Creating an excellent experience where patients
  feel assured, included and appreciated.
• While much of our work is of a high tech nature,
  we know the importance of connecting with our
  customers on a human/emotional level when
  beginning and ending any interaction.

12
Who are our customers?

• External Customers
• Patients
• Families
• Physicians
• Internal Customers
• Coworkers
• Other departments

13
The impact of body language, voice, tone and words

• Are the words we are saying congruent with our
  body language and our tone of voice?
• Do we say one thing but project the opposite?
• When we breakdown communication, we realize that
• 55 of the message is our body language
• 38 of the message is our tone of voice
• 7 of the message is the actual words we use.
• (To make the biggest impact, your actions must
  match your words)

14
When Our Best Efforts Come Up Short

• What is a complaint?
• A complaint is an expression of dissatisfaction
  by a patient concerning the quality of care or
  services provided by the hospital
• Whenever possible, patient complaints should be
  resolved by staff present at the time the
  complaint is voiced. (The Nursing Supervisor,
  Manager or Patient Representative may also assist
  staff to resolve these complaints quickly)
• Complaints are considered resolved when the
  patient states satisfaction with the actions
  taken by staff present at the time the complaint
  is shared.
• All complaints should be communicated to the
  RN responsible for the patient and/or the charge
  nurse.

15
Patient Complaints vs. Grievances

• What is a grievance?
• -A verbal complaint that cannot be resolved by
  staff present at the time of the complaint
• -A complaint postponed for later resolution
• -A complaint referred to other staff
• -A complaint which requires investigation and
  further actions
• All grievances must be referred to the Patient
  Representative or an Administrative Supervisor so
  that the grievance process is initiated

16
Complaints vs. Grievances

• Every attempt is made to resolve the grievance
  and respond to the patient in writing within 7
  working days
• All written complaints are considered grievances
  and must be forwarded to the Patient
  Representative so that the grievance process is
  initiated
• If a patient wants to speak with your Manager,
  who is not available at that time regarding their
  complaint, the complaint is not resolved
  contact the Patient Representative or
  Administrative Supervisor and the grievance
  process will be initiated.
• Students/instructors should report all complaints
  to the RN responsible for the patient and/or the
  charge nurse. They will determine whether or not
  the complaint is a grievance.

17
Confidentiality

• HIPAAs Privacy Law

18
Confidentiality

• Maintaining a patients privacy/confidentiality
  is not only the ethical thing to do, its the
  law.
• We are committed to preserving the
  confidentiality of patient information.
• The inappropriate release of information will
  result in disciplinary action and possible legal
  action.

19
HIPAA?

• The Health Insurance Portability and
  Accountability Act (HIPAA).
• This revised Privacy Law places strict
  regulations around the privacy and security of
  patients health information.
• The law also mandates that we train everyone in
  the rules and provisions of this law.

20
Protected Health Information

• PHI is basically any information that identifies
  an individual or could reasonably be used to
  identify an individual.
• Includes, but not limited to
• Name, address, age or SSN
• Health history and conditions, treatment or meds
• Hospital or clinic bill or payment record
• Any identification that an individual is a
  patient.
• It can be in any form
• Verbal, written or electronic
• Past, present or future medical information

21
Minimum Necessary Rule

• Minimum Necessary Rule
• We must only use and disclose the minimum amount
  of patient information needed to do our jobs.
• Simply put
• You may only ask for, use and disclose patient
  information as needed for legitimate patient care
  or business purposes.

22
Curiosity Killed the Cat- Dont let it get you!

• Our patients could be your neighbor, friend,
  classmate or family friend.
• Sharing with others that you saw someone at the
  hospital or sharing of their health information
  may seem harmless to you- but it can be very
  harmful to the patient-and its illegal!
• You might be curious to look up information on a
  family member that is a patient here. Unless you
  need that information to do your job, you are
  prohibited from accessing that info.
• If in doubt, use caution on the side of
  maintaining patient privacy.

23
Release of Health Information

• We must have consent from the patient before
  giving any information to others, including
  spouse, family members, or friends.
• The inappropriate release of protected health
  information is illegal and we must address any
  harm that occurs because of its inappropriate
  release.
• You are held legally accountable to maintain a
  patients privacy/confidentiality.

24
An Extraordinary Workplace with Extraordinary
Employees

• A Culture of Caring

25
An Environment for Healing

• When patients see how well we treat one another,
  they will know this is a good place for healing.
• We cannot provide to patients what we are unable
  or unwilling to provide each other.
• If they see or hear uncaring behaviors, they will
  not find the healthy, healing environment they
  need.

26
Create a Respectful and Professional Workplace

• Where You Would Want to Give and Receive Care

27
Diversity

• Defined as all the differences and similarities
  that exist among people - including race, gender,
  age, sexual orientation, job status, physical
  differences, etc..
• We value differing points of view, varied
  experiences and the talents of each and every
  person.

28
Harassment Free Workplace

• We have a zero tolerance policy for harassment in
  all of its forms. Including, but not limited to,
  harassment based on
• Sex
• Race
• Age Disability
• National Origin
• Religion
• Sexual Orientation

29
Key Points on Harassment

• Its the impact, not the intent.
• Whether or not you intended harm doesnt change
  the fact that someone was impacted by your
  actions or behavior.
• Direct or indirect, subtle or obvious
• We must own the culture in which we work. Is
  this a place you want to come and work or is
  someone else's behavior causing a hostile or
  intimidating environment.
• At the workplace or off duty related activities
  such as social gatherings or calls to your home.
• Act early-talk to the accused and ask them to
  stop the behavior. If no resolve, escalate by
  discussing with your instructor who will report
  to the hospitals academic liaison, unit manager
  or HR dept.

30
Safety Vision

• To make Mercy Unity Hospitals a safer place to
  give and receive care

31
Minnesota Employee Right to Know Act (ERTK) 1983

• The law was passed to make sure employees are
  told about the dangers associated in working with
  hazardous substances and harmful physical or
  infectious agents.
• The law outlines both employer and employee
  responsibilities for safety from work related
  injury or illness.

32
What does exposed to mean?

• You are considered routinely exposed to a
  substance or agent if there is a reasonable
  possibility youll be in contact with one of the
  items during the normal course of your assigned
  work.

33
Employer Requirements

• Education of staff and new employees on
• The types of hazardous materials, agents and
  equipment in your work area.
• How to properly handle and work safely with the
  products.
• Where information about hazardous materials is
  located.
• Education specific to the materials/agents in
  your work areas will need to be covered during
  unit specific orientation.

34
Employee Requirements

• The law gives you the right to
• Refuse to work under imminent danger conditions
  or if information or training about how to safely
  proceed with your job is not provided.
• If you feel that this applies to a situation,
  then discuss with your instructor or unit
  leadership.

35
What if Im asked to work in an unsafe situation?

• Tell your instructor or the unit leadership if
  you feel a work situation may be dangerous
• Tell your instructor or the unit leadership if
  you dont know how to use or handle hazardous
  materials and/or equipment you are assigned to
  work with.
• Report faulty equipment so it can be repaired or
  replaced.
• Dont put yourself in any situation where you
  could be injured or harmed. You have the right to
  refuse to work under dangerous conditions.

36
What Happens Next?

• The unit leadership will
• Evaluate the situation for safety and the
  presence of hazards.
• Teach you how to safely use the product, direct
  you to the appropriate resource, provide you with
  learning materials, give you the appropriate
  Personal Protective Equipment.
• Reassign you to an alternate job until a
  hazardous condition can be corrected or
  eliminated.

37
Chemical Spills/Release

• Each department maintains procedures for the safe
  handling and spill clean-up of the hazardous
  products used in their areas.
• You need to receive unit specific orientation on
  the hazards found in your area.
• With any chemical spill, you should notify the
  supervisor and maintenance.

38
Locating information on Hazardous Substances
Chemicals.
Material Safety Data Sheets (MSDS) provide
information on the effects and properties of
hazardous substances. These can be accessed from
the Allina Knowledge Network (AKN). Ask the unit
educator/designee to access these sheets.
39
Emergency Codes

• You might hear these emergency codes paged
  overhead, so it is important to know their
  meanings.
• Red Alert Fire Alarm
• Pink Alert Infant/pediatric abduction
• Code Blue Medical Emergency, Neonatal,
  Pediatric or Adult
• Green Alert Restraint Personnel Respond
• Green Alert STAT Restraint Personnel Respond STAT
• Orange Alert Disaster Plan in effect
• Yellow Alert Bomb Threat

40
Severe Weather Codes

• Severe Thunderstorm Warning-conditions are
  favorable for severe weather
• Tornado Warning (phase 1) - a tornado has been
  sighted. Close windows, blinds and curtains.
  Keep corridors clear.
• Tornado Warning (phase 2) - hospital is in the
  path of the tornado. Move patients and visitors
  away from windows to interior corridors closing
  all doors. Visitors should stay with the
  patients and staff should move to the best
  shelter in the department.

41
Fire Safety Essentials in Your Department

• You will need to locate this information in the
  areas you work.
• Location of the fire alarm pull boxes
• Location and type(s) of extinguishers
• Emergency phone number x63333
• The stations main oxygen shutoff valve(s)
• Evacuation plans and routes

42
R.A.C.E. Fire Procedure
Rescue
Alert
Confine
Extinguish
43
R.A.C.E.

• Rescue Move anyone in danger to a safe area.
• Alert Pull fire alarm box and call x63333 to
  report the fires location.
• Confine Close doors windows in area, clear
  corridors and fire exit areas.
• Extinguish Fight the fire only if it will not
  place you in danger. Blankets can be used to
  smother the flames of small fires or waste basket
  fires as well as using extinguishers.

Rescue
Alert
Confine
Extinguish
44
How to Use Extinguishers

• Know the types of extinguisher in your work
  area. Choose the appropriate extinguisher for
  the type of fire.
• Then
• P Pull-the pin
• A Aim-the extinguisher
• S Squeeze-the handle
• S Sweep-the extinguisher hose at the base of
  the fire.

45
This Completes Part 1

• Return to the webpage on www.allinamercy.org or
  www.allinaunity.org and open Part 2 of the
  Student/Instructor Orientation Program.