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5/1/14

Our Mission
To improve human life through excellence in the science and art of health care and healing.
Our Vision
Transforming lives and communities through health and wellness - one person at a time.
Our Values
We serve our patients and our community through our actions that always demonstrate:
 Respect for people
 High performance
 Learning and continuous improvement
 A social conscience
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Agenda
 HIPAA
 Emergency Preparedness, Environmental and
Personal Safety
 Infection Control
 Service Excellence
 National Patient Safety Goal Information
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HIPAA
Health Insurance Portability and
Accountability Act
HIPAA Privacy vs. HIPAA Security
The Privacy Rule:
 In effect since April 14, 2003
 Applies to patient information in any form whether communicated electronically, on paper, or orally (which we refer to as PI)
The Security Rule:
 In effect since April 20, 2005
 Applies only to patient information in electronic form
(which we refer to as ePI)
• The Security Rule supports the Privacy Rule by preventing unauthorized access and use of patient information
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Who must comply with HIPAA?
 All workforce members, at all locations, must comply with our Privacy and Security policies.
 Our workforce includes all employees, volunteers, medical staff (including residents), students and contractors.
 Violations of our Privacy and Security policies may result in corrective action, including termination of employment or contract, and could lead to investigations by law enforcement, regulatory, licensure and accreditation organizations.
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Medical Record Access Guidelines
 Under no circumstances is it ever acceptable for you to access the information of persons known to you, including friends, associates, co-workers or public figures unless it's to conduct HFHS business or with prior authorization to do so.
 You are not to access your own information through the system. You may access your own information through Henry Ford MyChart . This is a website and internet-based services offering a secure, private channel for healthcare communications, personal medical information storage, online healthcare information, and related products, services and content. An activation code is required; inquire at your clinic visit or at your after visit summary (AVS) subsequent to an inpatient admission.
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Security Program Objectives
 Protect and ensure the confidentiality, integrity, and availability of ePI that is created, received, maintained, or transmitted by HFHS
 Protect against disclosure of information that is not permitted or required
– Avoid discussing patient information in public areas
 Secure your PC and mobile workstation
(laptop, PDA, etc.) Never use or share your user
IDs and passwords
 Always sign-off of your workstation when not using it or when leaving the area
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HFHS HIPAA Resources
E-Mail Addresses
 HIPAA@hfhs.org - HIPAA Privacy
 HIPAASec@hfhs.org - HIPAA Security
Phone Number
 (313) 874-9561 - HIPAA Privacy Message Line
Henry Webpage
 Access henry.hfhs.org and enter ‘HIPAA’ in search box for more details
 The website includes a list of the HIPAA policies and other HIPAA privacy and security information
 If you have questions about how HIPAA affects your job, please contact your immediate manager or supervisor
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Online Policies- Henry Ford Macomb
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Type the key word
Select ‘business Unit’
Click on ‘Find’
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 The intent/purpose of this module is to, very briefly , introduce the participant to selected topics related to Environment of Care and personal safety, as it relates to their employment with the Henry Ford Health System.
 Employees and staff are encouraged to view various PowerPoint presentations which explore the topics in greater detail, and to reference their facility’s Environment of Care (or Safety) manual, or speak with their safety officer/ representative.
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 Be aware of your surroundings, and people entering, or approaching, both inside and outside the building.
 Keep belongings in a secured location.
 Always wear your employee/school photo ID.
 Lock doors, when leaving office unattended.
 Report suspicious persons, or packages, to
Security personnel.
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No Latex Balloons – Only
Mylar
Sorry…no alcohol!
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No firearms/weapons either!
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 Chemical
 Biological
 Physical
 Electrical
 Radioactive
 Ergonomic
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 Michigan Right to Know Law
 Every employee has the “right to know” about hazardous chemicals that are used in the workplace.
 Communicated by:
 Training by manager/supervisor at time of hire or when new chemicals are introduced
 Accessibility to Material Safety Data Sheets
 Signage/Labeling
 Departmental Chemical Inventory List
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Posted in work location
Access via “henry”
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Online Access to MSDS
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General
Information
Material Safety Data Sheet
Hazardous
Ingredients
Physical
Hazards
Fire and
Explosive Hazard
Data
Spill, Leak and
Disposal
Procedures
Health
Hazards
Control
Measures
Reactivity
Data
Special
Precautions
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 The manufacturer must label all containers with :
– Written in English
– Contain name of hazardous chemical (as found on the MSDS)
– Describe hazard warnings
– Have name and address of chemical manufacturer
 Originated from National Fire Protection Association
(NFPA) as a method to assist emergency response and fire fighters
 Separated into 4 colors:
– Blue = Health score
– Red = Flammability score
– Yellow = Reactivity score
– White = Special precautions that apply
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 Each department, using chemicals, must have:
– A “ Spill Control Plan ” for small and large spills
– MSDS for each chemical
– Chemical spill kits for small, containable spills
 Seek medical attention, if necessary
 Document all spill incidents in your facility’s Event
Occurrence Form
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 Personal Protective Equipment (PPE):
– Eye goggles
–
Splash shields
– Nitrile gloves
– Lab coats
– Full hazmat gear
 PPE is used for tasks as per Standard and Transmission-Based
Precautions but the PPE needs to be removed as soon as the task is complete and hands cleaned. PPE should not be worn out in the halls.
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 Engineering Controls: Safe Needle Devices
B-D Safety Glide B-D Safety Glide B-D Eclipse
B-D Insyte Autoguard
B-D Vacutainer
Eclipse
B-D Butterflies B-D Blood Transfer B-D Blunt Fill
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B-D Safety Scalpel

 Engineering Controls:
– Chemical fume hoods
– Appropriate storage cabinets (flammable cabinets, acid cabinets)
– Eyewash stations
(flush weekly; document)
– Sharps Containers
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 If you work near radioactive material, use standard precautions to protect yourself.
– Minimize your exposure time, to reduce radiation dose.
– Maximize your distance from the source, and stand at least 9 feet from portable xray machines.
– Maximize shielding by use of rolling shields, lead aprons, and thyroid shields.
– Wear a personal, radiation dosimeter badge monitor.
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Warning signs must be posted when the Laser is in use.
 Appropriate protective eyewear must be worn (dependent on type of Laser used). Side eye protection is essential.
 If you work in an area where
Lasers are used, you must receive instruction from the
Laser Safety Officer, of the dangers and precautions to be taken, to prevent harm to oneself and the patient.
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The magnetic field, produced during an MRI examination, creates a potentially very dangerous situation, and therefore is STRICTLY “off limits” to unscreened staff – even in emergency situations.
Note the pictures!!!
 chair floor scrubber oxygen cylinder IV pole

 Ergonomics is the science of designing work stations and tools, and introducing work practices to reduce workrelated musculoskeletal disorders
(WMSDs).
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 WMSDs are injuries and illnesses that affect muscles, nerves, tendons, ligaments, joints, or spinal discs.
 The goal is to achieve the optimal match between the person doing the work, and the overall work environment.
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“Back”ground
 Back problems not new. *
 Back disabilities are the top item in compensation payments.
 Account for 93 million work days lost per year.
 Americans spend over $17 billion annually for diagnostics and treatments and billions more in disability claims.
 97% of the money spent on treatment 3% toward prevention.
 Interesting when you consider you are 10 times more likely to have another episode of back pain compared to individuals who have never had an injury.
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Anatomy
 24 vertebrae in all
– 7 Cervical Vertebra
– 12 Thoracic
– 5 Lumbar
– Sacrum & Coccyx
 Intervertebral Disc
 Nerves
 Disc
– Jelly- like shock absorbers.
– Surrounded by rubbery fibers attach to bone.
 Ligaments
– Tough non-elastic bands that connect bone to bone.
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Anatomy, Continued
 Muscles
– Movers and Stabilizers
Nerves
– Originate from spinal cord, exit between vertebrae and travel out to individual muscles.
– Provide energy to make muscles contract.
 Distal Symptoms when nerves are impinged.
– i.e. numbness, tingling down leg or arm
 Audience Interaction
 Everyone stands and moves through all planes of motion.
– Fwd Bend
– Bwd Bend
– Rt. Side Bend
– Lft. Side Bend
– Rotation Lt. And Rt.
 Purpose is to show not only that tight muscles limit motion but the bones or facet joints also limit motion.
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Purpose of the Spine
 Maintain and support the structure of the trunk to allow for body mobility.
 Protect Spinal Cord
 Act as Shock Absorber.
– Bones, Discs and ligaments provide the structure.
– Muscles support the structure and facet joints direct movements.
– Nervous system provides the energy and control.
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“Back” to Basics
 Back problems usually begin way before you experience pain.
 Most of the time back problems are a result of cumulative effects of months or years of poor posture, bad mechanics, deconditioning, loss of flexibility, stress and poor nutrition.
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Proper Sitting Posture
 Important to adjust workstation for your height.
 Sitting Posture
– Sit close to your work.
– Sit with feet flat on floor.
– Elbows, hips, knees and ankles in 90/90 position
– Chair back that supports curve of your back. Use of a towel roll when needed.
– Don’t look down or lean forward to do your work.
– Head and eyes should be straight on.
– Don’t sit longer than 20 min.
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Proper Sitting Posture, Cont.
 Activity to check for neutral sitting position.
– Slump way down
– Sit way up
– Come half way down.
– This is neutral.
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Proper Standing Posture
 Standing Posture
– Elevate or incline your work station
– Put one foot up and shift your weight frequently
– Stand on a cushioned mat if possible
– Don’t stand bent forward or with knees locked back.
– Keep tension in abdominals
– Don’t wear platformed shoes if possible.
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Body Mechanics
 Rules:
– Keep head up
– Back neutral
– Keep weight close to body
– Wide base of support
– Check weight of load before attempting to lift.
– Make sure area is clear of obstructions, not slippery or hazardous.
 Always push or pull instead of lift if possible.
 Pivot Don’t Twist
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Types of Lifts
 Demonstration of Types of Lifts
– Diagonal Lift
– Straight leg Lift
– Partial Squat Lift
– Golfer’s Lift
– Carry load on shoulder when going long distances if possible.
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Next Steps
 Remember protection and prevention are the key to a healthy back.
 If you’re having specific problems that are limiting or altering your lifestyle you should consult your physician.
 Physical Therapy

 HFHS utilizes the Hospital Incident Command system (HICS) for responding to internal and external emergencies/disasters.
 Each department must have an emergency management plan , and each employee must know their role and responsibilities .
 Employees must safely return to their department and participate in their department’s management plan, when a “code” is called.
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Code Red -Fire
Code Blue -Adult Medical Emergency
Code White-Pediatric Medical Emergency
Code Pink -Infant Abduction
Code Purple -Child Abduction 1yr and Older
Code Black -Tornado
Code Grey Combative Person
Code Silver -Weapon/Hostage Situation
Code Green -Missing Person
Code Triage Internal-Internal Disaster
Code Triage External-External Disaster
Code Orange Hazardous Material Spill
Code Yellow -Bomb Threat
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 Return to department/unit immediately
Call 4114
 RACE
 R escue those in danger
 A ctivate fire alarm
 C onfine the fire by closing doors
 E xtinguish fire (if small)/Evacuate
 PASS
 P ull pin on extinguisher
 A im
 S queeze
 S weep
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 In the event of fire, it may be necessary to turn off oxygen or other medical gases
 If the fire is confined to a patient room, turn off bedside oxygen and remove patient from the room.
 If the fire is widespread, the decision to turn off the oxygen at the Oxygen Shut-off Valve, may be made by the Charge Nurse, or designee .
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Code Blue (Adult Medical Emergency)
 Assess patient’s airway, breathing and circulation
 Call 4114
 Initiate CPR
– C – Compression
– A – Airway
– B – Breathing
 Do not leave patient
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 Assess patient’s airway, breathing and circulation
 Call 4114
 Initiate CPR
– C – Compression
– A – Airway
– B – Breathing
 Do not leave patient
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Code Pink (Infant Abduction < 1 yr old)
 Monitor hallways, stairwells and elevators
 Observe for person:
– carrying a bag large enough to hold an infant
– carrying a coat/baby blanket
– or person, in a nurse’s uniform/scrubs, carrying an infant, without appropriate identification
 Note identifying characteristics of person, take down license number of vehicle
 Call 4114 immediately
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Code Purple (Child Abduction > 1 yr old)
 Monitor hallways, stairwells and elevators
 An abductor can be a stranger, or family member, such as a non-custodial parent
 Children, may or may not be able to verbally communicate a threatening situation
 Note identifying characteristics of person, take down license number of vehicle
 Call 4114 immediately
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Code Green (Missing / Eloped Patient)
 Call 4114 and provide with:
– patient’s name, date of birth
– physical description
– description of clothing
– time and location last seen
– Risks or precautions
 Staff should conduct a thorough search and notify
Security/Police with search results
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 Return to department/unit
 Close all doors, blinds, drapes, if possible
 Move ambulatory patients and visitors to inner hallways, away from windows and doorways
 Pull cubicle curtain around non-ambulatory patients to minimize potential for glass injuries from broken windows
 Reassure patients and visitors
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 Severe Thunderstorm Warning: A severe thunderstorm warning is issued when the National Weather Service expects thunderstorms with large hail/or damaging winds in excess of 57 miles per hour. Frequent lightning is likely. A tornado is possible. Review your department plan!
 Tornado Watch : A tornado watch means that atmospheric conditions are favorable for tornadoes to form, although none have yet been sighted. It is intended to provide enough lead time, so those who need to set their plans in motion can do so. Review your department plan!
 Tornado Warning: A tornado warning is issued when a tornado has been sighted or is indicated by weather radar. Warnings advise of a threat to life or property.
Take action!
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Code Gray (Combative Person)
 If, at any time, staff are concerned about their own safety, or the safety of others call 4114
 Attempt to verbally deescalate the person
 Add distance/barriers between yourself or others and person
 Get medical assistance if needed
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 Acts of violence are those acts, behaviors or conduct, that would lead a reasonable person to believe that he/she is in danger of physical or mental, verbal or non-verbal harm, injury or abuse.
 HFHS policy prohibits:
– any acts, or threats of violence by any employee, or former employee, against any other employee.
– any acts, or threats of violence against HFHS employees, patients, customers, or visitors.
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 A weapon is defined as any firearm, knife, or instrument that can cause bodily harm or injury
 If a person is found (or suspected) of having a weapon, call emergency number immediately
 If someone is being held hostage call 4114 immediately.
 Seek cover and warn others of the situation
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 Isolate area
 If spill is small and containable, use appropriate spill kit for cleaning.
 If spill/release is large, evacuate the area and contact HazMat Team or outside contractor per your facility’s policy.
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 If you receive a bomb threat:
– Call 4114 immediately
– Give your name, phone number and location
–
Gather as much information as possible:
• Description of bomb, location, when it will explode
•
Listen to voice, speech patterns, accents, noises
– Don't go looking for it on your own
 If you find a suspicious package or device:
–
Do not touch it
– Call emergency number immediate.
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 An event that causes disruption in our ability to care for patients.
 Return to department/unit immediately.
 Department/unit/hospital emergency plan is initiated.
 All breaks/meals are suspended until released by department management.
 Staff may be re-deployed, by management, to other areas.
 Staff (completing their shift), are not to leave until released by management, or the disaster alert is cancelled.
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 An event that throws upon the healthcare system, a sudden excess of patients in urgent need of emergency treatment, at a rate greater than the system is equipped to normally accommodate.
 See Code Triage Internal
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(RRT)
 Henry Ford Macomb’s Rapid Response Team
 Provide clinical support to the nurse in caring for patients identified to be in physiologic deterioration.
 Purpose is to decrease morbidity and mortality through early and aggressive intervention
 Dial 4114
 24 hour coverage, 7 days a week
 Call guidelines:
– Respiratory distress
– Heart rate (high or low)
– BP (high or low)
– Acute change in conscious state
– Seizure – Acute change in urinary output to
– Nurse concerned about patient less than 50 ml in 4 hours
– Acute and sustained drop in O2 – Chest pain sat – Signs/symptoms of stroke
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 For quality concerns, see the unit manager or access the HF intranet to complete the
Online Redform: Risk / Feedback.
 Anyone witnessing or aware of a safety event or an unusual occurrence is responsible for reporting it.

The Safety Officer at Henry Ford Macomb
Hospital is MaryAnn Northcote!
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If you have a concern regarding patient rights, care of patients, safety, infection control, medication use and/or security. Please bring your concern to the attention of the healthcare organization leaders. If this does not lead to resolution, contact the Joint Commission at 1-
800-994-6610 or email at complaint@jointcommission.org.
Joint Commission forbids accredited organizations from taking retaliatory actions against individuals reporting quality concerns.
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 Most important way to prevent hospital-acquired infections
 Caring for the skin in a way that will minimize the risk of transmitting organisms. Includes:
 decontamination of hands
 using lotions and creams to protect skin from damage that can harbor bacteria
 Keeping fingernails natural (no artificial overlays or nail jewelry) and less than ¼ inch in length
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 Hand washing: Soap, water, and friction for at least 15 seconds. Necessary when:
 hands are visibly soiled
 When caring for a patient with Clostridium difficile (C. diff)
 before eating/handling food
 after using the restroom
 Alcohol-based hand sanitizer: Use enough product to moisten all surfaces of the hands and rub together until dry.
 Preferred over hand washing when hands are not visibly soiled
 Be careful…do not touch electrical switches, or metallic surfaces, while your hands are still moist with this sanitizer.
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Your 5 Moments for Hand Hygiene
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Hand Hygiene, (continued)
 Gloves are not a substitute for hand hygiene.
 If gloves are required for one of the 5 Moments, hand hygiene is still necessary before and / or after glove use, depending on the situation.
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– Consider all human blood and other potentially infectious materials (OPIM) as capable of transmitting bloodborne pathogens (e.g., HIV, hepatitis B and C).
– Use preventative measures to protect yourself from exposure:
 Hand hygiene
 Personal protective equipment (PPE)
 Safe work practices
 Engineering controls (e.g., needleless devices, protected sharps)
Preventing exposures to blood and OPIM is key to your health and safety!
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 Used when patient has a known or suspected disease that can be spread through the air.
(TB, Measles, Chickenpox, disseminated herpes zoster, and SARS)
 Properly fitted N95 respirators (high filtration masks) required for people entering room
 Room engineered with special airflow criteria is required
 Door must remain closed
 Patients must wear a surgical mask when outside the airborne isolation room (e.g., for testing)
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Diseases Requiring Airborne Precautions
 Chickenpox/varicella - also Contact Precautions
 Measles
 SARS (Severe Acute Respiratory Syndrome) – also Contact
Precautions
 Shingles/herpes zoster (disseminated or localized in immune compromised patient) – also Contact Precautions
 Smallpox/variola – also with Contact Precautions
 Tuberculosis (pulmonary or laryngeal, suspected or confirmed)
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 Used when patient has a known or suspected disease than can be spread by droplets in the air.
These droplets fall within 3 feet of the patient, and are expelled by sneezing, talking, or coughing.
(Includes influenza, meningitis, and pertussis.)
 Surgical mask must be worn when entering the room.
 Patient must wear surgical mask during transport.
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Diseases Requiring Droplet Precautions
 NOTE: For a complete listing of diseases requiring Droplet
Precautions, refer to Infection Control policy 7011.20, Disease
Isolation Guide

Diphtheria (pharyngeal)
 Haemophilus influenzae (epiglottitis, meningitis)
 Influenza (“respiratory flu”)
 Meningitis (for all suspect cases, necessary for confirmed meningococcal or haemophilus influenzae)
 Mumps (infectious parotitis)
 Mycoplasma pneumonia
 Neisseria meningitides (pneumonia, bacteremia, meningitis)

Pertussis/Whooping Cough
 Pneumonic plague

Rubella/German Measles
 Scarlet Fever (infants/children)

Streptococcus Group A (pneumonia or pharyngitis in infants/children)
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 For patients with a known or suspected disease that can be spread by direct (contact with patient) or indirect means (contact with healthcare worker hands or the environment).
 Protect your hands with gloves and your clothing with a gown whenever you anticipate contact with the patient or their surroundings.
 Dedicate equipment to the patient and use disposable items when available.
 Commonly used for: VRE, MRSA, other multidrug resistant organisms, large draining wounds, scabies, lice, etc.
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Diseases Requiring Contact Precautions
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 NOTE: For a complete listing of diseases requiring Contact Precautions, refer to
Infection Control Policy 5.07, Precautions and Isolation Guide.
 Acinetobacter baumannii
Bronchiolitis (infants/children)
Chickenpox/varicella (also Airborne Precautions)
Conjunctivitis
Diphtheria (cutaneous)
E. coli type O157:H7 (diapered, incontinent)
Enteroviral infection (children)
Gastroenteritis (bacterial)
Giardiasis
Hepatitis A (diapered/incontinent)
Herpes simplex virus (primary or disseminated lesions, severe lesions, or neonates with perinatal exposure)
Impetigo
Lice (pediculosis)
MRSA (children, adults if contamination of patient environment is likely)
MDR (multi-drug resistant) bacteria, including ESBL producers
Rotavirus (diapered, incontinent)
RSV (respiratory syncytial virus)
Salmonella (incontinent, children)
Scabies
Shigella (diapered/incontinent)
Shingles/herpes zoster (disseminated or localized in immune compromised patient) – also
Airborne precautions
Smallpox/variola (also Airborne Precautions)
Streptococcus group A (pneumonia or major wound)
VRE (vancomycin resistant enterococcus)
VRSA (vancomycin resistant Staph. aureus)
Wounds (major, draining when dressing does not adequately containing drainage)
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Diseases Requiring Contact PLUS Precautions
 Clostridium difficile (suspected or confirmed)
 Gastroenteritis (viral)
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General Waste includes:
– Packaging material, paper, food, disposable goods, items lightly stained with blood
Regulated Medical Waste includes:
– Microbiological agents
– Blood and blood products/body fluids
–
(excluding urine); including blood transfusion
– bags, IV tubing w/blood; saturated gauze;
– suction devices & canisters (Red Bag Waste)
– Pathological Waste
– Sharps (Sharps Container)
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Any material that can be squeezed to express a drop of blood or other potentially infectious material (OPIM) or can be flaked off of the surface.
 Heavily saturated bandages, gauze, gloves, and other personal protective equipment (PPE)
 Suction Canisters (unless decontaminated with Premicide
(OR))
 Blood filled tubing
 Blood transfusion bags
Items minimally stained with blood or OPIM can be discarded in the regular waste:
 Bandages with absorbed drainage
 sanitary napkins
 Stained or visibly clean gloves and other PPE
All sharps must be disposed of in a biohazard-labeled, puncture-proof, sharps container.
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1.
Place all non-sharp medical waste into red bins with red plastic liners.
2.
Place all sharp items in a puncture-proof, biohazard-labeled, sharps container.
3.
Liquid waste must either be securely contained or discarded with absorbent material.
4.
Do not over-fill containers.
-
Sharps containers must be less than ¾ full
-Red bins should be considered full at approx. 75% full to allow ease of lifting
5.
If any medical waste is noticed in a clear bag, that clear bag should be treated as medical waste and disposed of in a red bin in the soiled utility room.
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Question:
What is wrong with this picture?
Answer:
Significant quantities of regular trash and a stereo were inappropriately placed in this red bag. Medical waste costs more to dispose of than regular trash.
Lesson:
Inappropriate disposal choices can either create safety risks or cost the hospital money.
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 Prevention of exposure to blood and body fluids is imperative.
 If an exposure occurs:
– Perform First Aid First
– Notify direct supervisor; request that source blood be collected for HIV, hepatitis
B and C testing.
– Complete a Radicalogic red form
– Report immediately to the Emergency
Department
– Follow up with Employee Health Services
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Question:
What is wrong with this picture?
Answer:
•
Container was filled beyond ¾ full.
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Potentially infectious and sharp material is hanging from the side.
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Non-bloody gloves and packaging in the container.
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 Routinely soiled linens, linens visibly soiled with blood or body fluids, and linens from isolation rooms are all handled the same
 Place in a leak-proof linen bag
 Use minimal agitation when handling
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WOW!
Where Opportunity Works
as part of the
Henry Ford Experience

Standards of Excellence
The following 10 Standards of Excellence are integral to The Henry Ford Experience excellence in People, Service, Quality and
Safety, Growth, Research and Education,
Community, and Finance.
It is important that each team member understand and model these standards, in order to help us create The Henry Ford
Experience.
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Team Member Service Excellence
1.
Display a positive attitude.
Attitude is everything in creating a lasting impression .
2.
Take ownership and be accountable.
Serve as an ambassador of Henry Ford Health System, referring friends and family.
3.
Offer open and constructive communications.
Communication with our customers is critical. I will communicate respectfully.
4.
Respond in a timely manner.
Responding to customers’ needs and questions is a priority. I will respond as swiftly as possible, and keep customers updated when there is a delay in service.
5.
Take pride in personal appearance.
I will ensure that my appearance is neat and professional.
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Team Member Service Excellence
6.
Respect and be sensitive to patient privacy.
Customer information is private matter. I will respect the need for privacy in all instances.
7.
Commit to team members.
Be a team player. I will commit to helping my fellow team members, knowing that it leads to better customer service .
8.
Maintain a clean and safe workplace environment.
Maintaining a clean environment is everyone’s responsibility.
9.
Be innovative.
Foster and support innovation .
10.
Honor and respect diversity .
Treat diverse needs of all individuals with sensitivity and understanding.
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Patient or Customer
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Service Excellence Principles
 Patients have choices. We want them to choose us.
 Patients are people who come to us with their needs and wants. It is our job to fill meet and exceed their expectations.
 Care should be designed to fit the lifestyles and beliefs of the patients we are treating.
 Each of us should deliver care the way we would want to receive it.
 Customers deserve the most courteous attention we can give. They are the livelihood of our business. They pay our salaries. Without our patients, we would have to close our doors.
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Standardizing Communication Using the SBAR
Briefing Technique
Communication must occur between care providers.
Henry Ford Macomb uses the SBAR briefing technique
 Situation What is current problem with patient?
 Background What is the clinical background? Key findings?
 Assessment What do you think may be going on?
 Recommendation What you want done?
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




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Frequently Dialed in-house extensions:
Cart Exchange 2434
Rapid Response/Code Blue 4114
CNVS
ED
2680
2601
Infection Control
Information Desk
Blood Bank
2860
2488
44500
Chemistry
Coagulation
Medical Records
Pharmacy
Radiology
Security
Staffing Office
Transport
44470
44480
2474
2650
2400
2445
2630
2555
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Fall Prevention
 “Fall Risk” Yellow Sign
 Patients who are at high risk for falls
 Yellow fall risk sign will be posted outside the patient’s room
 Patient / family education as to interventions
 3 P’s - Pain, Potty, Position
 Hourly rounding on patients
 Ask patient if they are having pain, need to use the bathroom and/or if they are comfortable?
 Do they need anything else?
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– Reference: Policy NP 2.0
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