“Discovery”
New Team Member
Self Learning Packet
2013
Self Learning Packet Objectives
This self learning packet will discuss AtlantiCare’s:
 Strategy Map
 Quality Improvement Process
 Essential Work Requirements (EWRs)
Upon completion of this course, you should be able to:
• Describe AtlantiCare’s Mission, Vision, Strategy, and Key Services.
• Demonstrate AtlantiCare’s Values and Customer Service Standards.
• Give examples of AtlantiCare’s 5 Strategic Objectives (The 5 Bs).
• Understand and use AtlantiCare’s Quality Improvement Process.
• Understand your responsibility in keeping your EWRs current.
• Understand AtlantiCare’s commitment to the safety and well-being of our
employees and customers through specific policies and procedures to
ensure the safest possible environment.
• Take the post-assessment for this course.
·Employee Engagement
·Customer
Experience Index
KEEPING ATLANTICARE
FIRST
·Operating Margin
·Patients Cared for by Our
Physician Network
·Re-admission Rate
What does the Strategy Map tell
us?
Starting at the bottom of the map, our mission is to deliver
health and healing to all people through trusting
relationships. This is done by living our values of safety,
teamwork, integrity, respect and service (STIRS). By
assuring all members of the AtlantiCare family act on our
values, we are able to focus on the performance
excellence commitments of our “5 Bs”. These include
Best People and Workplace, Best Customer Service, Best
Quality, Best Growth, and Best Financial Performance.
Our attention to these details will move us closer to our
vision of building healthy communities.
Consider how your work will contribute to these
commitments.
AtlantiCare’s Values
Our Values
AtlantiCare has a set of values that guide our actions and behaviors.
Safety
Safety is our top priority.
Teamwork
We work together to achieve our goals.
Integrity
Our behaviors consistently reflect the highest ethical standards.
Respect
We treat each individual with dignity and compassion.
Service
We create loyalty by delighting those we serve.
Corporate Organization
AtlantiCare
AIT –
AtlantiCare Information
Technology
AtlantiCare Regional
Health Services
AtlantiCare
Regional
Medical
Center
AtlantiCare
Behavioral
Health
AtlantiCare Health
Services
AtlantiCare
Home Care
South
Jersey
Oncology
Property
LLC
AMI/Atlanti
Care
Imaging
Health Care Delivery
AtlantiCare
Physician
Group
AtlantiCare
Heath Solutions
AtlantiCare
Foundation
AtlantiCare
Health
Engagement
AtlantiCare
Surgery
Center LLC
AtlantiCare
Cape May
Surgery
Center
Health
Information
Health
Engagement
Rev 09.12
AtlantiCare Overview

As the region’s largest healthcare organization and
largest non-casino employer, AtlantiCare’s 5,000
employees serve the community at over 65 locations.

AtlantiCare and its business units are governed by
boards comprised of 70 volunteer community leaders.

AtlantiCare is not-for-profit, focusing on health and
wellness in the community.
Quality Measures and
Organizational Commitments
How
we benchmark and
assess ourselves against
outside measurements
Malcolm Baldrige National Quality
Award (2009 recipient)
 Magnet Status
 Medicaid / Medicare (#7 in the
nation)

AtlantiCare’s Deployment Model
for New Processes
Plan
Establish a sense of urgency
Identify timeline and measures
Create & communicate the vision
Design
Identify best in class processes
Involve stakeholders
Validate process design w/ impacted areas
Communicate change
Measure
Collect and display data in a useful format
Create linkages to other existing processes
Recognize and reward early adopters
Assess Performance
Analyze results
Prioritize opportunities
Improve
Use the PDCA Model for improvement
Quality Improvement Process
In line with our Strategic Objective of Best
Quality, AtlantiCare constantly strives to
improve how we do what we do. We regularly
look for ways to save money, reduce waste,
increase our customer service, and improve
clinical outcomes etc. We consistently
evaluate our performance measurement
system for opportunities to improve while
remaining flexible to change.
The PDCA Cycle
We understand that improvement does not
happen by accident. That is why we use the
PDCA cycle as part of our Quality
Improvement Process. The PDCA Cycle
emphasizes and demonstrates that
improvement must begin with careful
planning, followed by specific action and
coordinated follow-up.
AtlantiCare’s Deployment Model
For Existing Processes
Plan
Create a work team
Identify improvement needed
Produce possible solutions
Do
Educate
Small tests of change
Pilot
Communicate
Check
Re-measure & analyze results
Identify barriers to success
Discuss with stakeholders
Act
Solve for barriers
Hardwire improvements
Share best practices
Exceeding Customer Expectations
Excellent customer service is the
ability of an organization to
constantly and consistently exceed
customer’s expectations
Internal & External Customers
Customers may be called
Patient – medical services
Client – behavioral health services
Member – LifeCenter services
Parents or children – AtlantiCare Kids
Providers (Physicians, Clinicians etc.)
Co-worker – in our department and across
the system
Internal & External Customers
All customers have the same
expectations for service excellence
Professionalism
Responsiveness
Courtesy
Respect
Kindness
Compassion
Customer Loyalty …
…is driven by the customer’s experience with PEOPLE,
PRODUCTS and PROCESSES.
… is greatly impacted by how PEOPLE facilitate the
PROCESSES to deliver PRODUCTS to the customer.
… is built when PEOPLE make emotional connections
while facilitating the PROCESSES to deliver PRODUCTS
to the customer.
Key Differences
Satisfied
Customers
Referrals
Perception
Loyal
Customers
may refer other willingly refer
other customers
customers to
our competitors. to AtlantiCare.
view AtlantiCare view AtlantiCare
as a partner.
as a
commodity.
Customer Experience
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

I will say “please and thank you” in all
customer / co-worker interactions.
Greetings and closing
set the stage for first
and last impressions

Customers like to feel
appreciated.

This standard relates
to our value of Respect.

I will say “is there anything else I can assist
you with today” at the end of customer/coworker conversations.

We must be committed to
listening attentively to our
customers to fully
understand their needs.

This standard supports
our organizational values
of Teamwork, Respect
and Service.
I will always identify myself, my department
and say “may I help you” when answering
the phone.

Our communication,
whether in face-to-face or
over the phone needs to
be delivered with courtesy,
clarity and care.

This standard reflects to
our values of Respect and
Service.
I will always wear my name badge in a
visible location.

Our appearance
represents AtlantiCare.

Customers what to know
who we are, what our
role is and they can trust
us as AtlantiCare
employees.

This standard supports
our organizational values
of Safety, Teamwork,
Respect and Service.
I will always make eye contact, smile and
address others who are near me.

Greeting people;
customers and coworkers alike, will help
make them feel welcome
and important.

This standard reflects to
our values of Teamwork,
Respect and Service.
First Impression
You only get ONE chance to
make a first impression.
3 Vs of Perception
Visual- 55%
This is what people or customers view about you or
your business: clothes, neatness, hair, posture,
calm and organized
Vocal- 38%
This is the tone of your voice, pitch of voice,
volume, rate, pauses, emphasis and emotion.
Verbal- 7%
What we say, words we use and choose, phrasing
and language.
Body Language is Very Important
More than 90% of all communication
includes nonverbal behaviors (voice or
body language).
 Individuals pay close attention to
evaluating nonverbal communication.
 Verbal and Nonverbal communication
must match
 The way we carry ourselves can greatly
impact the first impression that a customer
has of us.

AIDET Reduces Patient Anxiety

AtlantiCare encourages our employees to
consider the role anxiety plays in patient
care and customer service. AIDET is a
tool we use to minimize patient or
customer anxiety regarding a service they
are about to receive, whether it is an
invasive medical procedure or a more
simple, non-invasive test.
AIDET Process





Acknowledge the customer using their name, and ask
what else you can do for them.
Introduce yourself and explain your role and expertise. If
other departments or staff are involved, “talk up” their
expertise.
Duration – explain how long the wait will be, as well as
the duration of the procedure itself and turn-around time
for results.
Explain the process thoroughly and ask what questions
they have about it. Leave your phone number for them.
Thank the customer and their family for choosing
AtlantiCare, for their support of the care we provided,
and for their cooperation and communication.
Key Words at Key Times
Key Words at Key Times
are the variables we plug
into the AIDET formula to
make our words both
efficient and impactful. By
taking advantage of
everyday opportunities to
communicate with intent,
we maximize our potential
for improving clinical
outcomes while
generating customer
loyalty.
•
•
•
Help patients, families
and visitors “connect
the dots”
Align our words with
our actions to give a
consistent experience
and message.
Use everyday
opportunities to
maximize our potential
for improving clinical
outcomes while
generating customer
loyalty.
Key Words at Key Times
•
•
•
•
“I am committed to helping you keep your pain
under control. How is your pain today?”
“I’m closing the curtain for your privacy.”
“For your safety, it is important that I verify
your name and birth date and review your arm
band before beginning this procedure.”
“I want to make sure you are very satisfied
with the cleanliness of your room. Have I
missed anything?”
Managing Up Co-workers and
Departments
Speaking positively about coworkers, reduces
patients’ anxiety about their next provider of
care and puts them more at ease with the
coordination of their care because it suggests
strong teamwork among providers.
“Hello Mrs. Woldow. I will be your physician
today. I see that Mary is your nurse. We will
be working together to make sure that we
deliver excellent care. I have worked with her
for almost 10 years. Mary and I will take
excellent care of you during your stay with us
at ARMC”
Managing Up Co-workers and
Departments
Managing up also gives your co-workers a head
start in winning the confidence and trust of
the patient. If the patient trusts you, they will
value your opinions regarding other providers.
Here are some examples of managing up a
coworker or department at the hospital.
“Hello Mrs. Woldow. I have ordered a CT
today. Our radiology department has state of
the art technology and highly skilled staff .
They are aware you are coming to their
department and will take good care of you
during your procedure.”
When we make a mistake…
Service Recovery Steps
Listen to their concern without interrupting
them. Ask questions for clarification
and to assure you understand their
situation.
Recognize & Respond by rephrasing what
is concerning them about the service
they received.
Apologize no matter who is at fault, and
never place blame. Ask what we can
do to make the situation right
Correct the Failure - Brainstorm ideas with
them, and select one that is
appropriate and reach agreement
Appreciate the customer by telling them
that their honesty in bringing the issue
forward gave us the opportunity to fix
a failure
We measure to be sure our behaviors
match our goals
Surveys:
Customer
Satisfaction Surveys
across the system


Focus groups

Community surveys
What We Know……
The HCAHPS survey is how CMS measures the Quality
around a patient’s experience
 The Survey is based on a ‘Frequency’ scale;
Always, Usually, Sometimes and Never
 Only ‘Always’ answers score points; we do not receive
credit for any other answers
 Survey results are used to calculate a portion of our
reimbursement from CMS.

HCAHPS Measurements
1.
2.
3.
4.
5.
6.
7.
8.
Communication with Nurses
Communication with Doctors
Responsiveness of Hospital Staff
Pain Management
Communication About Medications
Discharge Information
Hospital Environment (cleanliness and quietness)
Overall Rating of Hospital
Corporate and Privacy Compliance
Management of
Information
Corporate and Privacy Compliance
Provides AtlantiCare with system –wide services with authority to act with
respect to all entities, subsidiaries and cost centers.
Responsibilities require unlimited and unrestricted access to all data
during audit and investigation.
Continuous assessments of the effectiveness of AtlantiCare’s compliance
and internal control environment.
Corporate Compliance – independent support function of AtlantiCare
reporting directly to the Board and administratively to Corporate Counsel.
Privacy Compliance – AtlantiCare HIPAA compliance reporting directly to
Corporate Counsel.
Prevalent Laws and Regulations
Deficit Reduction Act (DRA) of 2005.* Mandates that employees and
agents be educated about the:

NJ Conscientious Employee Protection Act (CEPA)

Federal False Claims Act

Federal Program Fraud Civil Remedies Act of 1986

NJ Medical Assistance and Health Services Act

State false claims legislation
NJ Conscientious Employee Protection Act (CEPA)
Whistleblower Act
Prohibits an employer from taking any retaliatory action against an
employee because the employee discloses an activity that the employee
reasonably believes is in violation of a law or regulation or constitutes
improper quality of patient care.
* Policy distributed
HIPAA - Health Insurance Portability and
Accountability Act of 1996
Establishes standards for the transmission and usage of
health care information.
Laws and Regulations
 Administrative Simplification
•
administrative & financial data
•
electronic formats, code sets and identifiers
 Privacy
 Security
Corporate Compliance and HIPAA
Governance
Mandated by federal, state and local agencies.
OIG / OCR / IRS
CMS / EEOC / FDA
NJDOH / JCAHO
Penalties for non-compliance are significant.
Civil and criminal penalties for the organization and
possibly individuals inside the organization, resulting in
fines, possible termination, and prison time.
Possible exclusion from Medicaid and Medicare programs.
Mandatory Compliance

Obey all laws and regulations governing business conduct.

Be honest, fair, and trustworthy in all activities and relationships.

Avoid all conflicts between business and personal affairs.

Strive to be a role model for ethical conduct.

Strive to create a safe workplace

Do not use AtlantiCare property/systems for personal use.

Protect the intellectual property of AtlantiCare and its vendors.

Audits are routine and ongoing, no expectation of privacy
.
Conflicts of Interest
Not participate in any activity that conflicts or appears to
conflict with your responsibilities to AtlantiCare.
A conflict of interest occurs if the activities or personal interests
appear to or directly influence the business or professional
decisions required by the employee.
For example, an employee (or a family member, relative)
should not:
• receive a financial benefit from any decision or action he/she takes;
• have a financial interest in an organization that does business or is
seeking to do business with AtlantiCare;
• accept or solicit gifts or entertainment or receive special discounts for
the purchase of items or services for personal use from any outside
organization or individual;
• make a decision that results in an improper or illegal gain for the
employee or a third party or is harmful to the interests of AtlantiCare.
Information is Protected
 Maintain confidentiality of all protected health information
electronically
paper
verbally
 Properly dispose of confidential information (paper, disk/electronic).
 Access information on a minimum necessary /need to know level for
job performance.
 System access – keep user names and passwords confidential.
 Security measures are in place protecting our network and
information systems.
 Report suspicious email messages to InfoShare Customer Service
Help Desk.
Patient Care

Ensure competency of staff. All licenses are kept current.

Treat all patients equally in the provision of care.

Ensure all patients receive appropriate care within the
scope of AtlantiCare.

NOT deny admission/testing for non-elective services
based on ability to pay.

Maintain complete and accurate records of care provided.

Obtain informed, written consent prior to providing care.

Properly dispose of medical waste and hazardous
materials.
Potential Violations
of Corporate or HIPAA Compliance
Refer to the Guidelines for Reporting Compliance /Privacy
Complaints/Concerns Policy
Compliance/Privacy Phone Line (609 - 407 -7788 or internally
4-7788) or online www.MyComplianceReport.com
All are documented and investigated
Corporate Compliance Director / Corporate Legal - all
Corporate Compliance concerns
Chief Privacy Officer / Corporate Legal – all HIPAA
concerns
Strict confidentiality protections are in place
Your Responsibilities
At AtlantiCare, everyone must comply
Laws, regulatory and accreditation requirements
AtlantiCare’s Policy and Procedures
• Are on the Intranet for your review *
• Leadership / Compliance / Management of
Information
Understanding your rights and responsibilities is the
best way to safeguard our patients and customers,
ourselves and our organization.
Harassment Free Workplace
Harassment Free Workplace
In line with our Strategic Objective of Best People / Best Workplace,
AtlantiCare is a Harassment Free Workplace. As an organization, we prohibit
harassment based on any of the following:
•
•
•
•
•
•
•
•
•
•
Race
Creed
Color
National origin
Age
Ancestry
Gender
Citizenship status
Sexual orientation
Handicap or disability
We also prohibit sexual harassment which includes behavior such as
unwelcome sexual advances, request for sexual favors and other lewd
conduct such as lewd talk, inappropriate jokes or suggestive comments.
If you witness harassment taking place, you can file a report with your
supervisor, Human Resources or any other member of AtlantiCare’s
Management team.
Harassment Free Workplace
What does Harassment mean?
“To disturb, torment or pester on a
persistent basis.”
The most frequent types are verbal, physical, and
visual.
• It may be in the form of inappropriate verbal comments,
the tossing of an object at an individual, inappropriate
touching, inappropriate graphics or stereotyping behaviors.
• Excuses such as "I don’t mean to offend when I call you
baby, that’s just the way I am", are not a defense for
offending behavior.
Harassment Free Workplace
What is Sexual Harassment?
Sexual harassment includes behavior such as
unwelcome sexual advances, requests for sexual
favors, and other verbal or physical conduct of a
sexual nature, such as name-calling, suggestive
comments, or lewd talk and jokes.
Harassment Free Workplace
What is Sexual Harassment?
There are two forms:
Quid Pro Quo harassment ("This for That" harassment)
• This form of sexual harassment involves one party
using power over another to gain some sort of sexual
advantage. (i.e. Promotional opportunities, increases,
etc.)
Environmental harassment (hostile work environment)
• This form of sexual harassment conduct is based on
gender and unreasonably interferes with an
individual’s work performance or has the purpose or
effect of creating an intimidating, hostile or offensive
work environment.
Safety is Our First Concern
You are required to immediately report to
Human Resources any information that
reasonably indicates another health care
professional has demonstrated:
• Impairment
• Gross incompetence, or
• Unprofessional conduct
Impairment is defined as……
The condition of being unable to
perform as a consequence of
physical or mental unfitness.
Impairment includes…

Under the influence of drugs or alcohol;
Mental or emotional illness including
dementia that precludes a person from safely
performing the essential functions of their job;
and

Physical disability that precludes a person
from safely performing the essential functions of
their job

Drug and/or Alcohol Abuse
“Reasonable Suspicion”

Employee appears to be under the influence
of drugs/alcohol, (i.e. slurred speech, inability
to walk 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.
Help is Available

Human Resources can
assist those with disabilities
by working our reasonable
accommodations

Employee Assistance
Program (EAP) can assist
those with mental,
emotional and substance
abuse through
• Prevention
• Intervention
• Treatment
You can reach
AtlantiCare’s
EAP by calling
1-800-260-0808
For More Information
You may use AtlantiCare’s “Starfish”, to find the policies on:

Signs of Impairment

Drug and Alcohol Free Workplace

Harassment Free Workplace
If you have any additional questions, please contact a representative from
Human Resources.
Chest Pain and Heart Attacks


AtlantiCare's vision of building healthy communities
applies equally to our employees as it does to our
external customers. That is just one reason why we
think it is important for each of us to understand the
following information about chest pain and heart
attacks. They can happen to patients, visitors, family
members or co-workers at anytime or anywhere.
People typically expect a heart attack to include
crushing chest pain and sudden falls to the floor like
commonly seen in movies or on television. In reality,
heart attacks often begin with vague symptoms that
slowly intensify with pain that may be mild and come
and go. Women tend to delay longer than men when it
comes to seeking help.
Chest Pain and Heart Attacks
(Symptoms)





Shortness of breath which may or may not
come with chest discomfort
Uncomfortable pressure, fullness, squeezing of
pain in the center of the chest that lasts a few
minutes or goes away and comes back
Breaking out into a cold sweat, nausea or
lightheadedness
Pain or discomfort in one or both arms, the
back, the neck, the jaw or the stomach
A general feeling of impending doom
Chest Pain and Heart Attacks
(continued)




If you or anybody else experiences these symptoms
you should do the following:
If you are in the hospital, dial '0' for the operator and tell
them that it may be a heart attack. Ask that Security
help transport the person to the Emergency Department
immediately!
If you are at any place outside of the hospital call 911
and give the operator the relevant information needed
to request an ambulance.
It is important to know that any delay in treatment may
result in permanent damage to the person's heart
tissue. When in doubt call the emergency numbers
immediately.
Chest Pain and Heart Attacks:
Special Concerns for Women


Women or diabetic's signs and symptoms of a Heart
Attack can be vague and non specific. They may not
experience Chest pain at all. They may just experience
weakness, fatigue, shortness of breath or epigastric
problems such as nausea and abdominal pain.
According to the American Heart Association (AHA)





Women often delay in seeking treatment for a Heart Attack.
More women than men die within the first year of having a Heart
Attack.
Women can be less aggressively treated medically than men following
a heart attack
Women may receive less follow up care than men.
It is for these reasons that women need to be pay extra
close attention to their health and how their bodies feel.
Stroke Awareness:
Act F-A-S-T!
What is F-A-S-T?
 F-A-S-T is an acronym for recognizing and
responding to the symptoms of stroke.
 It stands for face, arms, speech and time, and
it is used as part of a campaign by the National
Stroke Association to raise awareness about
the impact of stroke on women.
 Additional warning symptoms have been added
for general public knowledge and to prepare
patients and families post discharge.
Electrical Safety





We also want to discuss the importance of electrical
safety. Electrical hazards can be avoided. It is important that each
of us is aware of potential hazards and take actions to prevent
them from happening.
Fires and shocks can occur when electrical cords or outlets are
damaged. Damage to these can happen when pieces of
equipment are unplugged improperly. The following three
behaviors should be performed to help prevent these events from
happening:
ALWAYS unplug electrical equipment by pulling on the plug and
not the cord.
Inspect each piece of equipment on a regular basis for damage to
the cord or plug.
Do NOT use damaged equipment and immediately report it.
2013 Patient Safety Goals
Clinical Education
2013 National Patient Safety Goals

Improve the accuracy of patient
identification

Improve the effectiveness of
communication

Improve the safety of using high risk
medications
2013 National Patient Safety Goals

Reduce the risk of health care associated
infections

Accurately and completely reconcile
medications across the continuum of care

Improve the accuracy and safety of surgeries
and procedures

Identify patients at risk for suicide
Environment of Care & JCAHO Policies

Storage

Doorways

Ceiling Tiles
Sink Storage


The area under a sink is
considered a soiled
environment
The following can NOT be
stored under sinks:
Anything wearable
Anything ingestible
Anything used for treatment

Only cleaning supplies
can be stored under sinks
O2 Tank Storage


Unsecured O2 bottles
can fall over & start a
fire
Must be secured
In a rack
Behind a chain
In a stretcher mounted
tank holder
Shelf Storage

Nothing can be
stored within 18
inches of the
BOTTOM of sprinkler
heads
Hallway Storage

The hallways cannot
be used as storage
areas
Linen Carts

Linen carts must be
covered at all times
when not in use
Doorways

Wedging a door open
In the case of a fire allows
smoke & fire to spread
around the building,
possibly trapping and
causing harm to hospital
staff, patients & visitors
Prevents certain
procedures from being
effective
Ceiling Tiles

Wet ceiling tiles
Are breeding grounds
for mold
Can fall and possible
hit people

If stained tiles are
noticed, please
contact Facilities to
have them replaced
Safety & Quality of Care –
Reporting Concerns
Any employee who has
concerns about the
safety or quality of care
provided in the hospital
may report these
concerns to our Safety
Officer, Debra Fox at
572-8310.
Safety & Quality of Care –
Reporting Concerns
You may also contact the
You may contact the New
Jersey Department of Health Joint Commission:
directly with complaints:
Call 1-800-994-6610
Call 1-800-792-9770
Or by mail:
NJ Department of Health
PO Box 367 LL
Trenton, NJ 08625
From 8:30 am to 5 pm
Your Role in the Event of a Fire
Safety is one of AtlantiCare’s organizational values. With this in mind,
we all play a very important role when it comes to keeping our work
environment safe. In the event of a fire, it would be helpful to
remember the RACE acronym:
Rescue people in immediate danger.
Alarm (pull a fire alarm and follow other departmental procedures for
reporting an emergency).
Confine the fire by closing the appropriate doors.
Extinguish the fire (if it is a small one) or Evacuate to a safe location.
Using a Fire Extinguisher
If it is possible for you to extinguish a fire, such as a small one in a garbage can, the PASS
acronym should help you remember how to properly use a fire extinguisher.
After taking the fire extinguisher out of it’s
holder and setting it onto a flat surface,
hold it by it’s neck and
Pull the pin and break the tamper seal
Aim the nozzle at the base of the burning
object
Squeeze the handles together releasing
the extinguisher's chemicals
Sweep the nozzle back and forth to coat
the burning material.
Magnetic Resonance Imaging (MRI)
Safety
At AtlantiCare, we use the most cutting edge equipment to provide
exceptional service to our customers. One tool in our arsenal is Magnetic
Resonance Imaging (MRI). Considering the fact that this piece of
equipment is essentially a very large magnet, there are some very
specific safety practices that must be adhered to while being around it.
Some of the safety practices are as
follows:
• All patients must be properly screened before
entering the MRI room
• All metallic equipment, including hand tools,
wheelchairs, gas tanks, etc should be checked
with a hand magnet before entering the MRI
room
• Employees that work directly with the MRI
machine should know the proper procedures to
follow in the event of an emergency
Safety Codes
Code Red
Code Blue
Code White
Fire
Adult Medical Emergency
Pediatric Medical Emergency
Code Amber
Code Yellow
Code Grey
Infant/Child Abduction
Bomb Threat
Security Emergency / Patient Elopement
Code Silver Hostage Situation
Code Orange Hazmat Situation
Code Triage Disaster Situation
Code Clear
Code Ten
Met Team
Situation Has Cleared
Community member injured on premise
Rapid response to assess patient
Recent AtlantiCare expansions
Recent additions to AtlantiCare include:
• Cape May Courthouse Surgery Center
• Galloway and Somers Point Urgent Care Sites
• Hammonton Health Park
• Multiple physician practices in tri-county area
• Primary Care and Cardiology campus in
Manahawkin
• Construction on Child & Adolescent Mental
Health Center in EHT
• Construction on Cape May Cancer Center
AtlantiCare’s Organizational
Commitment
Equitable Health Care means that every
person we care for, regardless of their
race, culture, spoken language, or any
other differences, receive an equally
respectful and quality health care
experience.
Culture
We encourage an atmosphere that
allows each person to:
have a sense of importance
 observe and experience our passion in
providing quality care
 actively participate in strategies to
enhance their health.
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Cross Cultural Services
We recognize that the culture of our customer population is changing. We
also understand that disparities in healthcare delivery exist between various
races. In line with our value of Respect and our Strategic Objective of Best
Community Health, AtlantiCare offers the following services to help meet the
language and cultural needs of our customers:
Telephonic Interpreter Services through the use of Language Line Phones
The nurse and the patient can interact with each other by using this service.
Contracted Interpreter Services
A translator can be requested to be physically present to assist in the transfer
of information. Customer Relations can assist with interpreters at no cost to
patients.
Translation Services
Patient education materials and vital consent forms can be translated.
We believe that ALL people should be treated with dignity and respect.
Best Financial Performance
Bringing together best in quality,
customer service, workplace/people and
community helps us enrich our profits in a
not for profit organization. Our revenue is
invested in the education of our
employees, improvement in services and
the expansion of locations within
AtlantiCare. This commitment creates
our financial success.
Best Financial Performance
AtlantiCare is a non-profit organization
and has a triple “A” bond rating.

Financially we are very strong and
stable and because of this position, we
were able to invest back into such
projects as the new Cancer Center in
Cape May County.

Understanding EMTALA
The Emergency Medical Treatment and Active Labor Act
(EMTALA) is a federal law that was adopted in 1986 and was
originally designed to stop hospitals from refusing to treat
patients based on their ability to pay for services. This
legislation deals with various requirements around transferring
patients and discharge.
Here are some of the important things to know about this law:
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EMTALA applies to ALL hospital employees
The “Emergency Department has been expanded to included the entire
hospital as well a 250 yard perimeter around the hospital, and in hospital
owned ambulances
Every patient is allowed to be screened by a physician to determine if
there is an “emergency medical condition” or active labor
Before a patient is transferred, they are entitled to stabilizing treatment
Documentation must be completed in the RAAMPS format before
transferring a patient
RAAMPS Documentation
RAAMPS Documentation
The documentation that should go with a patient during a transfer is
supposed to be in RAAMPS format.
Reason for transfer
Accompanying equipment
Acknowledgement of acceptance of patient by staff member
Method of transfer
Personnel accompanying patient
Summary of patient’s condition
This is also known as the NJ Universal Transfer Form.
Failure to comply with EMTALA can lead to several serious
consequences for AtlantiCare including negative attention, increased
legal scrutiny, fines and possibly loss of Medicare/Medicaid eligibility.
Self Learning Packet Wrap up
The information presented in this course and much more
can be found in your Employee Pocket Guide as well as
on the AtlantiCare Starfish.
Please be sure you take the time to complete the post-test
for this course and return it to your manager. Both pieces,
viewing this course and completing the post-test, are
required parts of the orientation process.
Thank you!