Welcome to AtlantiCare “Discovery”
New Vendor Orientation
Our Strategy Map (StratMap) 2014
Our Strategy Map helps us to align our goals and work with the
mission, vision and goals of the organization. As we “provide health
and healing to all people through trusting relationships” (our Mission),
we see progress in our efforts to “build healthy communities” (our
Vision). We categorize our work into 5Bs – Best People and
Workplace, Best Customer Experience, Best Financial Performance,
Best Growth and Best Quality. If you look at the StratMap under each
of the 5 Bs, you will see the organization’s goal – for example, under
Best Financial Performance is sustainability of our organization by
maintaining an operating margin that allows us to continue to grow and
reinvest in our organization and it’s employees. The StratMap also
includes our organizational values to guide employees in daily
interactions with each other and with our guests. Those values are
Safety, Teamwork, Integrity, Respect and Services (STIRS). Our
Customer Experience Standards are listed on the bottom of the
StratMap. These standards are expected behaviors for all of us.
Corporate Organization
AtlantiCare
AIT –
AtlantiCare Information
Technology
AtlantiCare Regional
Health Services
AtlantiCare
Regional
Medical
Center
AtlantiCare
Behavioral
Health
AtlantiCare Health
Services
South
Jersey
Oncology
Property
LLC
AMI/Atlanti
Care
Imaging
Health Care Delivery
AtlantiCare
Home Care
AtlantiCare
Heath Solutions
AtlantiCare
Health
Engagement
AtlantiCare
Foundation
AtlantiCare
Physician
Group
AtlantiCare
Surgery
Center LLC
AtlantiCare
Cape May
Surgery
Center
Health
Information
Health Solutions
Rev 0214amg
Objectives
At the end of this Discovery course, you will be
able to:
 Describe the culture here at AtlantiCare including our
Mission, Vision and Values
 Demonstrate the appropriate behaviors to deliver
Excellent Customer Experiences to our
patients/customers
 Understand your personal contribution to our success
as a vendor for AtlantiCare
A Day in the Life of AtlantiCare
This video, which
takes a few moments
to open, will give you a
better understanding
of the many services
offered by AtlantiCare.
Click here to
view video
·Employee Engagement
·Customer
Experience Index
KEEPING ATLANTICARE
FIRST
·Operating Margin
·Patients Cared for by Our
Physician Network
·Re-admission Rate
Starfish Experience
“Making the human connection at every moment
during a patient’s journey”
8
Excellent Customer Experience
An excellent customer experience is
• When an organization can constantly
and consistently exceed customer’s
expectations
• The extent that PEOPLE facilitate the
PROCESSES to deliver a PRODUCT to
the customer.
9
Customer Service Standards
Determine how we deliver our service
Guide 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
10
Customer Experience Standards
• I will say “please” and “thank you” in all
customer/co-worker interactions
• I will say “is there anything else I can help
you with?” at the end of customer/co-worker
interactions
• I will always identify myself, my department
and say “may I help you” when answering
the telephone
• I will always wear my name tag in a visible
location
• I will smile, make eye contact and address
others who are near me
11
Best Practice – Communication
AIDET: 5 Fundamentals of Patient Communication
A
I
D
E
T
Acknowledge the customer, by name
if you can. Greet them like a guest.
Introduce yourself and any team
members who will be serving them.
Duration – how long does it take for
this procedure, any wait time, etc.
Explanation – what will be done for
the customer at this visit and why
Thank You – be appreciative they
chose our services for their care
Best Practice - Uniform Standards
•
Respiratory - Light Blue
•
Lab – Wine
•
Transport – Green
•
Nursing – Navy
•
PT – Olive
•
Pharmacy – Black
•
Imaging – Caribbean Blue
•
Nursing Support – Gray
•
Card. Diagnostics – Red
•
EVS - Tan
Best Practice – Hush Program
(Environmental Noise)
Throughout all care delivery areas•
•
•
•
Cell phone on vibrate
Lower your voice
Minimize environmental noise
Address other environmental noise quickly
Best Practice – Call
Light No Pass Zones
Call Lights
Every patient call light is a
request for help.
If you are passing a call light in
the hospital setting, please
check with the patient to see if
you can help.
Please escalate the patient
need to the appropriate team
member as soon as possible. 15
Managing Up Co-workers and
Departments
When we transfer care, we want the transition to
be seamless and comfortable.
Speak positively to the patient about coworkers
who will care for the patient after you, to reduce
patient anxiety. This also gives your co-workers
a head start in winning the confidence and trust
of the patient.
Example:
“My team members in Radiology will take excellent
care of you!”
16
Customer Experience Service Recovery
Sometimes we don’t get it
right the first time, and the
customer is angry. It is our
responsibility to do
everything we can to correct
the error. Our customer
experience service recovery
steps help us make amends
with a disappointed or upset
customer. The steps to
service recovery are listed in
the next column.
• Listen without interrupting
the customer
• Recognize and respond to
the problem
• Apologize for the problem
• Fix the problem – or
transfer the problem to the
team member who can fix it
• Thank the customer for
bringing the error to our
attention so we could fix it
17
Starfish Experience
“Making the human connection at every moment
during a patient’s journey”
Narrating the Care
Customer Interactions
Sacred Moments
18
Narrate the Care
•
•
•
When we use the technique of narrate the care, we
help patients, families and visitors “connect the dots.”
This helps increase their health literacy by enhancing
their understanding.
Narrating the care also helps align our words with our
actions to give a consistent experience and message.
The patient better understands what you are doing to
help them.
When we use this technique while caring for patients,
we create opportunities to maximize our potential for
improving clinical outcomes while generating customer
loyalty.
19
Examples of “Narrate the Care”
• “I’m closing the curtain out of
courtesy and respect for your
privacy.”
• “We always want to get you the
help you need, so when you press
the call bell, one of the team
members will respond.”
20
• Limit Distractions
– limit distractions during customer interactions. Be
sensitive to your impact on the their sense of well
being.
• Empathy
– Address customer needs of with empathy.
– What if this was your loved one?
• Environment
– Is it private? Is it safe? Did we effectively
communicate?
• Proactive
– Anticipate our customers needs and look to exceed
expectations
21
This refers to moments of
complete focus on the patient.
• At every first interaction with
the customers (sitting down)
• Every time a customer asks a
question (sitting when
possible)
• When you are sharing
important information
• When someone is leaving
22
Measuring Customer Satisfaction
- External Customers
•Surveys:
–
NRC Picker (National Research Corporation)
– HCAHPS (Hospital Consumer Assessment of
Healthcare Providers Systems)
– CGCAHPS (Consumer and Group Assessment
of Healthcare Providers and Systems)
– HHCAHPS (Home Health Consumer
Assessment of Healthcare Providers and
Systems)
– Internal Survey activity
– Web site and Social Media
– Focus groups / Community input
23
·Employee Engagement
·Customer
Experience Index
KEEPING ATLANTICARE
FIRST
·Operating Margin
·Patients Cared for by Our
Physician Network
·Re-admission Rate
Healthcare Reform
• Old/Current:
• Fee for Service
AtlantiCare is moving
from a fee for service
reimbursement to the
healthcare reform
formula, the triple aim.
The reform includes
customer experience
scores, quality scores
and cost efficiency.
Customer
Experience
New/Current:
Triple Aim
Quality
Cost
Efficiency
Best Financial Performance
Keeping AtlantiCare Strong
 Profit vs Non-profit Business Units
– Profits are reinvested in people, equipment
and facilities
 Moody’s A1 credit rating
– One of the highest rated hospitals in NJ
·Employee Engagement
·Customer
Experience Index
KEEPING ATLANTICARE
FIRST
·Operating Margin
·Patients Cared for by Our
Physician Network
·Re-admission Rate
Best Quality
AtlantiCare Wins Malcolm Baldrige National
Quality Award
Quality Performance Measures
and Organizational Commitments
How we benchmark and
assess ourselves against
outside measurements
– Malcolm Baldrige National
Quality Award
– Magnet Status
–JCAHO
Cross-Cultural Services
Onsite Spanish Interpreter Services  Spanish
Contracted Interpreter Services  All Languages
Telephonic Interpreter Services All Languages
Bilingual Staff
Simple Conversation/ Emergency Situations
Translation Service
Vital Consent Forms/ Patient Education
Magnetic Resonance Imaging (MRI)
Click on link
below picture to
view MRI video
mms://vmediaserver/MRI-Safety
Safety & Quality of Care –
Reporting Concerns
You may contact the New
Jersey Department of
Health directly with
complaints:
You may also contact the
Joint Commission on
Accreditation of Healthcare
Organizations (JCAHO):
Call 1-800-792-9770
Or by mail:
NJ Department of Health
PO Box 367 LL
Trenton, NJ 08625
Call 1-800-994-6610
From 8:30 am to 5 pm
Respiratory Etiquette to Prevent Seasonal Flu
• Cover your
mouth and nose
with a tissue
when you cough
or sneeze
• If you do not
have a tissue,
cough or sneeze
into your upper
sleeve, not your
hands
• Put used tissue
in the trash
Hey guys, I
think I’m going
to sneeze!
Bad
timing!
• Avoid touching eyes, nose and mouth
• Wash your hands frequently,
especially after coughing or sneezing
• Get vaccinated annually for seasonal
influenza
5 Moments For Hand Hygiene
·Employee Engagement
·Customer
Experience Index
KEEPING ATLANTICARE
FIRST
·Operating Margin
·Patients Cared for by Our
Physician Network
·Re-admission Rate
Growth and Innovation
Best Growth
Recent additions to AtlantiCare include:
– Galloway and Somers Point Urgent Care
Sites
– Hammonton Health Park
– New AtlantiCare Pharmacy and Special
Care Center in Galloway
– Multiple physician practices in tri-county
area
– Plans for satellite campus in Manahawkin
– Plans for child & adolescent mental health
center
Corporate Compliance Department
 Independent support function of AtlantiCare reporting
directly to the Board and administratively to Corporate
Counsel.
 System-wide authority to act with respect to all
entities, subsidiaries and cost centers.
 Responsibilities require unlimited and unrestricted
access to all data during audits
 Conducts continuous assessments of the
effectiveness of AtlantiCare’s compliance and internal
control environment.
Laws to Protect Identity & Privacy
Red Flags Rule
ID theft program designed to detect, prevent & mitigate ID theft.
NJ ID Theft Prevention Act (NJITPA)
Focus on specific security precautions to prevent ID theft, i.e. use of SS#.
Requires breach notification.
HIPAA (Health Insurance Portability and Accountability Act)
Established standards for transmission and usage of health care information.
HITECH (Health Information Technology for Clinical Health Act)
Builds on HIPAA privacy & security of PHI, with modifications.
Requires breach notification.
Increases penalties & enhances enforcement provisions.
Protect Patient Information
Electronically
– Access for treatment, payment, and healthcare operations only
– Log off system when unattended
– Do not share usernames, passwords or ID badges
– No external devices or internet/software downloads into system
– Put the word “secure” in subject line of emails containing PHI
– Report suspicious email messages to InfoShare Customer Service
Help Desk
Paper
– Do not leave PHI unattended or remove from facility
– Lock paper files containing PHI in secure storage
– Fax to secure locations
– Properly dispose of confidential information in shred bins
Verbally
– Speak quietly, limit discussion of PHI in public areas
– Use the minimum necessary rule – access, use & disclose for job
performance only
Report Potential Compliance Violations
Report any activity that appears to violate
AtlantiCare’s Code of Business Ethics,
Corporate Compliance Code of Conduct or
any applicable laws and regulations.
If you are aware of a violation and fail to
report it, you may be subject to corrective
or disciplinary action.
Refer to AtlantiCare policy
Guidelines for Reporting
Compliance/Privacy
Issues/Concerns
You may report anonymously.
Compliance Line Phone
Number: (609) 407-7788
In-house 3-7788
All complaints are documented and
investigated.
Maintained by third-party vendor: strict
confidentiality protections are in place for
all callers.
No retaliation for reporting.
Compliance Line Website:
www.MyComplianceRepor
t.com (Access Code:
ATC)
AtlantiCare’s Social Media Policy
Do not disclose any sensitive, proprietary, confidential or
financial information about AtlantiCare on any social media.
Do not comment on or disclose confidential AtlantiCare information.
This includes protected health information, financial performance
information regarding business operations, revenues, profits,
information technology systems or application details, business plans,
strategy or contracts.
Do not publicly identify, cite or reference a client, partner or supplier
by name or discuss their engagement with AtlantiCare without first
obtaining their explicit, written permission.
Non-work-related files should not be viewed or
downloaded from social media sites using AtlantiCare
electronic communication systems.
·Employee Engagement
·Customer
Experience Index
KEEPING ATLANTICARE
FIRST
·Operating Margin
·Patients Cared for by Our
Physician Network
·Re-admission Rate
Best People/ Best Workplace
Achievements
 Recognized by Modern Healthcare's Best
Places to Work in Healthcare
 Launched Employee Resource Groups
 Benefits structured to encourage employee
health & wellness
 Employee farm basket program
What is Harassment?
Creation of a Hostile Environment:
– The most frequent types are verbal, physical, and visual.
Sexual Harassment
– A type of harassment based on a person’s gender or sexual
orientation.
Two forms of harassment:
1. Quid Pro Quo harassment
"This for That" harassment
2. Hostile work environment
Environmental harassment
Your Responsibility
Report it!
 Your Supervisor
 Human Resources
 Any other member of
AtlantiCare Management
Equal Employment Opportunity
 AtlantiCare values the dignity and worth of
each individual.
 Each applicant and employee has equal
opportunity -- the right to an environment free
from discriminatory practices.
Safety is Our First Concern
You are required to immediately report to Human
Resources any information that reasonably
indicates another healthcare professional has
demonstrated:
Impairment
 Gross Incompetence
 Unprofessional Conduct

Impairment is defined as…
the condition of being unable to
perform as a consequence of
physical or mental unfitness.
Drug and/or Alcohol Abuse
“Reasonable Suspicion”
 If an employee appears to be under the
influence of drugs/alcohol, (i.e. slurred speech,
unable to walk in 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
Hostage or Active Shooter
event
The Story of the Starfish
While walking on the beach one morning, a man saw a young boy running back
and forth on the beach, throwing starfish into the ocean. He asked the boy, “Why
are you throwing starfish into the ocean?” The boy replied, “The sun is up, the tide
is going out, and these starfish will die on the beach.” The man replied, “There are
thousands of starfish up and down the beach; you can’t possibly make a
difference.” The boy picked up another starfish, ran to the breaking waves and
threw it into the ocean. “I made a difference for that one,” he said.
Make a Difference, One Person at a Time
You have completed the presentation and will
need to take the test to complete the course.
Thank you, thank you, thank you!