Hospital Leadership Meeting

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Hospital Leadership Meeting

• June 26, 2008

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Hospital Leadership Team MeetingCorridor Project

• June 26, 2008

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Phase 1
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Phase 2
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Contacts

• Sonny Morales, Construction Manager
• Julie Baur, Interiors Manager
• Cyndi Mann, Hospital Administration
• Kim McKay, Facilities Planning and Construction

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Budget Update

• Andrea Cortinas

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• Built Baseline data using YTD April annualized
• Inputted assumptions
• Inflation
• ALOS reduction of 0.2 days (MO only)
• Clinical Strategic Plan volume growth
• Ready to build budget templates/update staffing
  patterns
• Should go out next week
• Will have approx 2 weeks to review
• Does not include FTE reduction
• TBD
• Achieved through attrition, reduction in OT, etc.

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UTMBs New Clinical Conflict of Interest Policy

• Campus Meeting to Answer Questions and Listen to
  Comments and Concerns
• May 30, 2008

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Activities Limited or ProhibitedGifts

• On campus meals paid for by Industry are
  prohibited.
• Includes all clinicians.
• Includes trainees (e.g., residents and students).
• Job fairs for trainees are exempt.
• Industry-sponsored meals off campus are strongly
  discouraged.

• Accepting gifts or compensation for listening to
  a sales pitch by an Industry rep (detailing).
• Accepting authorship for a ghostwritten article
• Accepting compensation or reimbursement for
  attending a CPE event.
• Accepting compensation for permitting reps to
  observe patient care (shadowing).

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Activities Limited or ProhibitedGifts (contd)

• Drug samples may not be given directly to a
  clinician in any clinical area.
• Drug samples may not be sold.
• Drug samples should not be used for themselves or
  family members.

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Activities Limited or ProhibitedSite Access

• All Industry or Vendor reps must have an
  appointment to meet with a clinician.
• They must follow the existing Vendor Visitation
  Policy, IHOP 9.7.2.
• They may not promote products in public or
  clinical areas.
• Examples literature, posters, or trinkets that
  promote a product.

• Industry reps are prohibited from entering
  patient care areas for promotional purposes.
• Industry reps are allowed in patient care areas
  in order to
• Evaluate or test new technologies or services
• Set up or train on new, purchased equipment or
• As provided for by contract.
• Any such visit must be by appointment, and must
  comply with UTMB Vendor Visitation Policy.
• Industry reps are prohibited from touching a
  patient without being credentialed by the Medical
  Staff Office.

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Additional Elements of New Policy

• Industry reps are prohibited from directly
  contacting trainees.
• Students, residents, or post-doctoral fellows.
• Industry provided educational materials must be
  provided in advance and content approved by CPE
  officials and/or training directors.

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Comments and Concerns

• Would the prohibition on meals from industry
  prohibit job fairs for UTMB trainees?
• Would the prohibition on gifts preclude a vendor
  from paying for employee travel for training on
  new equipment?
• The prohibition on drug rep funded meals will
  only reduce private catering business to UTMB by
  10.
• Residents and faculty wont come to noon
  conferences without free food.
• Massachusetts state senate unanimously approved a
  first-in-the-nation law banning all gifts to
  doctors from pharmaceutical companies.

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Comments and Concerns

• Giving a patient a free sample of a medication
  would allow the physician to see if the
  medication is effective with minimum cost to the
  patient.
• Should free sample policy be limited to
  injectables?
• Using the Pharmacy as a platform to evaluate drug
  rep claims in a controlled setting would be
  educational.
• Can vendors provide academic units with free
  equipment or supplies, such as plaster for casts?
• What does the policy say about faculty
  participation on Speakers Bureaus?

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Comments and Concerns

• Policy not strict enough.
• No meals or other types of food directly funded
  by industry may be provided at UTMB. 
• Honoraria derived from speaking at industry
  sponsored events should be handled just as
  payments for being an expert witness are
  currently handled.
• Sales reps must meet with faculty, etc.,  by
  appointment only in a designated area away from
  patient care and administrative areas such as the
  former UTMB visitors center at the corner of 6th
  and Market.

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Patient Services

• Everyone can be great, because everyone can
  serve Martin Luther King
• 2008

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Patient Services Department

• Patient Advocate Specialist
• Inpatient
• Outpatient
• Clinics
• Patient Affairs Specialist
• Employees
• Stewards
• Language Interpreter Specialist

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We are proactively evolving

• Patient Advocates/Affairs now have assigned
  floors and are rotated on a quarterly basis.
• Each advocate will round on all new inpatients
  that are admitted daily
• Introduce themselves (AIDET)
• Let the patient know they are their personal
  advocate for their stay and will handle anything
  non-clinical so they can have a very good stay.
• The patient will receive the advocates business
  card
• The patient is given some Gem cards and a pen in
  case they find a staff member they would like to
  give a thank you

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We are proactively evolving

• Any patient concerns will be addressed directly
  to the physician/nurse manager. This means the
  advocate will call the physician requesting a few
  minutes of their time to let them know about the
  patients concern. The advocate will inform the
  physician/nurse about a reminder memo they will
  receive the next day requesting their response in
  writing.
• This process allows the advocates to develop a
  working relationship with the physicians and
  nursing staff.
• Patients are reminded to complete their survey
  when they receive them and tell us what we can do
  better.

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• We currently have five advocates/affairs
  specialist that have seen over 1,054 patients
  since this process was put in place on May 8th,
  or an average of 44 patients per day.

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Department Numbers
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Customer service is not easyNo one can make
you feel inferior without your consent Eleanor
Roosevelt

• Everyone at some point has been challenged by a
  difficult customer.
• The skilled professional is constantly faced with
  situations that require the utmost skill,
  finesse, diplomacy and positive attitude to
  succeed in the most adverse conditions.

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Service Recovery/Customer Service Goals

• Customer service/Service recovery empowers
  employees to make positive changes.
• Effective communication with the unhappy patient
  or family member
• A willingness to make things right
• Perception packaging is more powerful than the
  facts and the logic.

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Training

• Listening skills
• Phone skills
• Smile
• Introduce yourself to the patient or family
  member (AIDET)
• There are no traffic jams when you go the extra
  mile
• We are in the people business taking care of
  health
• You should have requests and apologies
• Always ask the patient is there anything I can
  do for you today?
• Avoid telling patients what you cant do, and
  do what you can
• Explaining and informing

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QUESTIONS?
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Recruiting Service Excellence Teams

• Scott Froehlich

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Service Excellence Teams

• Teams Being Recruited
• Communications
• Develop Service Excellence awareness and
  communication methods
• Rewards Recognition
• Ingrain Reward Recognition into daily practices
  of employees
• Service Recovery
• Develop employees ability to own and address
  pt problems
• Standards
• Develop standards of behavior and employee
  awareness

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Service Excellence Teams

• Team Formation
• Application
• Recruitment Fair
• Communications Pieces
• Emphasis from Managers
• Selection Process
• Teams begin in late August

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Next Hospital Leadership Meeting

• July 24, 2008