2021 Year in Review: Millennium Heights Medical Complex

Millennium Heights Medical Complex

Year in Review 2021

Siobhan James-Alexander Chief Executive Officer Millennium Heights Medical Complex

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Message from CEO Congratulations! We made it to the end of the year together. Everyday I am impressed and encouraged by your dedication and resilience while handling two major challenges in healthcare – our transition into Millennium Heights Medical Complex and the COVID-19 pandemic.

I want to thank you all for your hard work and for accomplishing so much despite the obstacles. We have made so much progress and I know that we will continue to make strides working together.

As we move into the new year, I wish you and your loved ones good cheer and health. May God continue to bless you with peace and joy in 2022 as we tackle the opportunities and challenges to come.

As you write out your New Year goals, keep in mind that MHMC is aiming to become a trailblazing facility and a leading healthcare provider in the region with your help. I believe that once we focus on this shared goal that we will accomplish this as we have already proven to be an exceptional staff contingent.

Enjoy this publication as senior management shares their best wishes for the coming year.

In the meantime, until the next edition, remember to follow the protocols to keep yourself, family, friends and colleagues safe. Prevention starts with you; we should all play our part in the fight against COVID-19.

Season’s Greetings and Happy New Year!

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Departmental Messages

Nursing Services Greetings MHMC Nursing Team, 2021 has been a very challenging year which has enabled us to be more resilient and to become more aware of our needs, and the needs of our family members, friends, colleagues, patients/clients and community members. In so doing, each one of us has been impacted by COVID-19 in one way or another during the year. Additionally, we have had many achievements in our department as we work towards the goals of the organisation.

It is with this in mind that the nursing management of Millennium Heights Medical Complex would like to take this opportunity to express our gratitude and deepest appreciation to all of the members of our team for the unwavering support, commitment, dedication and grit that was displayed throughout the year. This certainly has not gone unnoticed, and we say a heartfelt “thank you”.

As we approach the festive season, we would like to wish everyone a blessed and spirit- filled Christmas and New Year. We look forward to 2022 as we collaborate and work together to improve our organization, MHMC. God’s blessings to you!

Isabelle Pierrot Deputy Director - Nursing Services Millennium Heights Medical Complex

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Clinical Services

Dr. Lisa Charles Director - Clinical Services Millennium Heights Medical Complex

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Legal Counsel God’s richest blessings to each and every one of my teammates at MHMC! As perhaps the latest addition to the Senior Management team, I look forward to starting out the new year with such an enthusiastic bunch of healthcare professionals. I am positive that in the coming year we stand to collectively make a rich contribution to the health care system in Saint Lucia and I am honoured to be the guardian of all things legal and regulatory on this journey.

May this season be laden with goodwill, cheer, peace, love and hope. I wish your family well and look forward to 2022 together with you.

Happy Holidays!

Cagina Foster Legal Counsel/Corporate Secretary Millennium Heights Medical Complex

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Finance & Budgeting Thank you to the Finance & Budgeting team!

You embraced a challenge that you didn’t even think was possible. Yet we came out successful. We could not have done it without you.

Take the time this season to celebrate and to enjoy with your friends and family safely.

I want to wish you a New Year with hope, joy and prosperity and I am happy to share it with you.

I know that completing this transition seems like an equally impossible task, but I encourage you to remember the many challenges you overcame in 2021.

Rojer Inglis Director - Finance & Budgeting Millennium Heights Medical Complex

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Quality Management Greetings Team Quality, The year 2021 has taken us through a roller coaster of events: from dealing with the intensified response to COVID-19 at the beginning of the year, to a new phase of transitioning which brought forth the amalgamation of three institutions, which functioned separately, into one complex mid-year. Then we moved on to the adjustments from mid to end of year of living as members of a new diverse family, the MHMC family.

These events have tested our resilience and commitment to the goal of quality healthcare service delivery to all, and have shown that we possess the passion, intelligence and dedication required to achieve this goal.

As we continue the work which we started in the new year, let us continue to grow as a family together, becoming the best that we can be, an institution of excellence through our commitment and hard work.

Season’s Greetings Team MHMC!

Ruth Regis-Adesanya Senior Manager - Quality Millennium Heights Medical Complex

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Administration Warm greetings members of the MHMC Administration Team!

As we bring 2021 to a close, it goes without saying that the past year has been quite challenging for us, both professionally and personally, having to adapt to many changes in our way of working as well as our way of life.

I would like to express my profound appreciation and gratitude to our team members within the Support Services and Operations Division. Despite the many challenges of 2021, we were able to achieve many successes during the past year, primarily because of your creativity, dedication and commitment. We are indeed happy to have compassionate and hard-working employees within MHMC. Thank you to our support team members, Security, Housekeeping, Food & Beverage, Information and Technology (IT), Maintenance, Biomedical Engineering and patient Services who have worked tirelessly to ensure that our complex is a safe, clean, comfortable, welcoming space for patients, staff, and visitors.

We wish you and your loved ones a festive, safe, and happy holiday season and look forward to a productive, successful 2022!

Tara George Director - Administration Millennium Heights Medical Complex

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Human Resources People and Culture Focus 2021 has been nothing short of dynamic for team MHMC. As the festive season is here, we take the time out to reflect and to acknowledge the highs, lows and in-betweens of the past year. As I describe the last period, it was much like boarding a fast-moving train, trying to create roadmaps to re-direct and guide it onto the most efficient path.

Although this new HR team has only been in place for a mere six months, we can surely celebrate several wins during our short stint to date. The article below provides a snapshot of the key accomplishments, challenges, and items in the pipeline for team HR.

Behind The Scenes The Senior Manager – Human Resources joined the transitional team in March 2021 and with the support of the extended team immediately commenced the activation of the road map to employee transition which involved an educational drive on MHMC including Union Engagements and Employee Group Sessions. The objective of these engagements was mainly to ensure stakeholder consultation and participation in the change process. Concurrently, a robust employee mapping exercise was conducted to better understand the Institution’s talent profile. This exercise also assist management with the skill matching to roles within the MHMC structure. Reviewing one thousand plus files was no easy feat, however, it was necessary to understand the competency dynamics across the Complex. This provided us the opportunity to understand the talent profile and to ensure effective skills / job match as the adapted organisation structure was being rolled out. We soon went into production mode, preparing packages for employees - offers and contracts, decision-making templates, FAQs and department structure documents. Sessions were held with groups of employees to explain the transition, new direction of MHMC and to receive offer packages. The wheels continued spinning and a lot has happened since MHMC administration officially took office on May 21, 2021.

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Fast-forward to December 2021

Employee Engagement Employee Engagement is the arm of HR responsible for strategically connecting employees with the organisation’s vision, mission and culture. Achieving this alignment requires a deep understanding of workforce morale and motivation, what’s great and what’s missing. As a starting point, a baseline Employee Opinion Survey was conducted. Employees across the Complex had the opportunity to participate in the survey which was open from July 1 to 31, 2021. In summary the result of the survey indicates that for the most part, employees were satisfied in their individual roles, however, employees made it clear that internal communication and manpower shortages were our Achilles heels; confirming the feedback previously gathered from our behind-the-scenes employee engagement meetings.

The survey feedback is very important to us, and really supports the work already underway by the team including: 1. The roll out of new communication platforms including closed Facebook and Instagram pages for employee communication.

2. Supporting management with the creation of WhatsApp communication groups for inter departmental communication.

3. Introduction of ACE – Ambassadors for Culture and Engagement 4. Monthly publications of the Pulse Bulletin 5. Assisting Departments with their respective recognition programs and activities

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Recruitment & Onboarding Significant effort has been expended to right fit the institution with an adequate workforce complement. The loss of employees to re-deployment in addition to the emerging manpower needs created by a best fit organisation structure has created opportunities for both internal and external recruitment. The Administrative Division has been heavily involved in recruiting to fill the existing gaps, which will aid in elevating and enhancing the care and service provided to our patients and visitors. We are also taking a deeper look into the survey feedback to get an appreciation for the root causes of the issues raised to better help with remedial efforts.

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Statutory Compliance MHMC, now being statutory, requires that careful attention be given to statutory requirements regulating our employment and practice within a medical institution.

Understanding the potential ramifications of non-compliance, a Compliance Auditor now sits within the HR function to ensure that at no time are we in breach of such requirements.

A framework has been created to track, monitor and follow up on registration, licensure, work permits and other certifications to mitigate lapse or liability.

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Industrial Relations We continue to engage with the four unions representing our employees and matters of concern to both members and management. We are pleased to report that at this time, no pending matters exist with the SLMDA or the SLNA. However, we remain in consultation with both the CSA and NWU on some of their concerns regarding the transition process, key to which has been the observance by MHMC of the unions’ successor rights to represent its members under the statutory administration. This matter has been handed over to the Public Service Department for a Cabinet Conclusion reflecting the same. Otherwise, the

matters being brought forward are, for the most part, negotiated items including salary increases, allowances, and uniforms. These matters have been deferred to the negotiation process which commences in early 2022. Notwithstanding, employees are set to receive outstanding uniforms in a phased approach from January 2022.

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In the Pipeline A big part of our mandate is to support the institution’s vision through an employee value proposition which is multi-pronged and attractive. We want to see this institution transform into a learning organisation where employees get to live their fullest potential and where careers are fully realised. We may be a long way from here but as they say, “Rome was not built in a day”, so, we are on our way and each step taken is one step less to go. So, what do I mean by “employee value proposition”? Well, it’s the “what’s in it” for employees. Why would employees want to remain with MHMC and why would employees promote MHMC as a leading employer? In that regard, I would like to share with you some of the plans in the pipeline to help us with moving in that direction.

1. A group health insurance plan for employees and their families. With the approval of budgetary provisions, this will be rolled out in 2022. Plan options have been reviewed and a tentative selection made.

2. Building a framework for MHMC’s reward and recognition program.

3. Enhancement of the learning and development opportunities to include an educational assistance program.

4. Reviewing of the mechanics of Acting and Additional Duties appointments.

5. Creation of an effective succession management framework.

6. Setting clear criteria for promotions and career progression.

In addition to the above, we are also working towards the roll out of our Human Resources Policies and Procedures Manual as well as our Employee Handbook which sets guidelines and parameters for our employment and management at MHMC. All management and supervisory team member will be expected to understand and familiarize with both documents and the remaining team members will be expected to review, understand, and acknowledge the provisions of the Employee Handbook.

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Having shared the above, I wish to thank everyone for the support and collaboration extended to our team over the last few months as we look forward to the journey ahead.

I would also like to commend every one of you for remaining steadfast during the most difficult period for the health care industry in decades.

Special and heartfelt thanks to my formidable HR team who has been spared no effort in demonstrating their commitment and resilience amidst the ongoing dynamism at MHMC. I wish to extend best wishes to you and your families for this festive season. May the spirit of the season fill your hearts and homes, may you be filled with joy, peace and cheer all season long as you sing and dance with your families. Let us look to 2022 with much hope and anticipation of a year of good health and prosperity.

Happy New Year

Charmaine Anthony Senior Manager - Human Resource Millennium Heights Medical Complex

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Year in Review

Major Moves in 2021 fficial handover of the operations to Millennium Heights Medical Complex (MHMC) was O completed as scheduled on May 21, 2021 Focused strategy on employee engagement, communication, culture change and growth aseline assessment conducted with an employee opinion survey – Employee B Engagement Team established I ntroduction of cross functional employee engagement program entitled Ambassadors for Culture & Engagement (ACE) L et’s Talk Engagement Sessions geared at discussing all elements of employee engagement and positive people management areas

Training in critical clinical education areas such as: • Infection prevention and control • Incident management & fall risk management • Waste management • Patient Identification Band Policy • Environmental sanitation • IV therapy management nursing care protocol • Guidelines for management of COVID-19 • Cleaning and disinfection of patient care equipment • Managing a ward with COVID-19 • Responding to medical emergencies for nurses • Needle stick injury prevention and management • Donning and doffing of PPE for infectious diseases • Infection prevention and control practices in the neonatal unit • Preparation of cleaning solutions (sodium hypochlorite) for the management of COVID-19 • Use and management of scrub suits in the operating room • Safe attire for maintenance department • Technical skills requirements for waste and linen attendants

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Operating Theatre Technicians training programme and graduation ontinued engagement with the consultants (NARAYANA HRUDAYALAYA C LIMITED) on setting standards and international protocols in all the departments in a phased manner. ecruitment of Corporate Communications Executive and Legal Counsel/ R Corporate Secretary I mplementation of the clinical site coordinators: started with two and we now have four across nursing units at MHMC Establishment of the Nursing Management Review Committee I mprovement in the Incident Reporting process and Complaints Management process from nursing staff and nursing managers Standardization of the chart review form Morning huddles with departmental managers isk Champions were R identified in the Accident & Emergency Department/Oncology Unit, Outpatient Clinic, Obstetrics/Special Care Baby Unit and Pediatrics. ursing participation N in training for the management of COVID- 19 S upport person in labor policy implementation

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Additional equipment at the National Wellness Centre romotions at all levels in the Nursing Department P Blood and blood product policy

World Pediatric Project: • First time performing surgery in Saint Lucia which was done at Owen King EU Hospital. Orthopedic mission in which 15 children had surgery and 49 patients were seen at Outpatient Clinic • The second mission was a scoliosis mission in which eight patients had surgery Expansion of clinical service delivery as follows: • Intensive Care Units – Two full time consultant intensivists were employed to provide supervision of the Neonatal Intensive Care Unit and the Adult/Child Intensive Care Unit.

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• Computed Tomography (CT) scanning services commenced and a third consultant radiologist was added to support the Radiology Department.

• A 24-hour neurosurgical service was introduced supported by two consultant neurosurgeons.

• The Department of Psychiatry welcomed back Dr. Julius Gilliard as Head of Department.

• Department of Anesthesia staff have all signed full-time contracts to facilitate full anesthesia services to all four operating theatres.

S tony Brook University joined with MHMC to put on the MHMC’s first annual ultrasound workshop and medical conference. This was supported by a donation of four butterfly ultrasounds to augment our point of care ultrasound service. ommencement of an employee health clinic and provision of in-house C COVID-19 vaccines. eads of all clinical departments have been selected and commenced monthly H meetings with the Director of Clinical Services. In December, these meetings were capped off by annual work plan presentations from all HODs to chart the way forward for clinical care improvements in 2022.

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Rollout of Patient Services Department ommissioning of the fluoroscopy machines and repairs to backup Surgical C-arm C to increase X-ray capacity. ommissioning of the CT C Scanner I nstallation of Central UPS System perationalization of main O lobby elevator E lectrical stabilization of the plan – installation of voltage regulators I mplementation of Auto Attendant Call System ompletion of IT C network assessment and implementation of new firewall system.

I mprovement of waste disposal of biomedical and general waste as well as prompt removal of dirty linen throughout all units through installation of a new dedicated Waste Disposal and Linen Attendant Team. ompletion of Security Audit and Assessment and commencement of implementation C of audit recommendations.

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E nhancement of Security Team through recruitment of additional guards and implementation of a comprehensive training program in partnership with the Royal Saint Lucia Police Force for new and existing guards.

Established catering service for internal and external customers E xpansion of meal offerings for patients with a focus on more complex carb options for diabetics and ability to cater to patients with specific allergies. ommissioning and use C of PA system for various announcements Restructuring of operations of Biomedical Department including daily assessments of critical biomedical equipment, establishment of a work order and service reporting system E stablishment of fixed Asset Register of biomedical equipment and medical furniture.

E rection of signage across complex ecruitment of additional orderlies to provide support to the clinical team in the R movement of patients and supplies at MHMC Purchase of additional linen I ntroduction of a dedicated sanitizing crew to assist in responding to the requirements for the management of COVID-19.

E ffective management of the National Mental Wellness Centre COVID-19 outbreak inclusive of training, daily assessments, sanitation requirements, management of patients and staff support through sessions conducted by Physiotherapy on managing uncomplicated positive cases and simple exercises to assist.

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Special Observances/Activities Nurses Week

10-16 May

Fall Risk Awareness Campaign

28 June - 2 July

Tea bar at the Outpatients’ Clinic at the National Wellness Centre

21 July

World Physiotherapy Day

8 September

World Suicide Prevention Day

10 September

International Housekeeping and Environmental Services Week

12-18 September

Breast Cancer Awareness Month

1-31 October

Creole Heritage Month

1-31 October

Doctors’ Day

4 October

World Mental Health Day

10 October

Emergency Nurses Week was celebrated on

10-16 October

Health Aide’s Appreciation Day which was celebrated on

18 October

Staff Safety Awareness Month

1-30 November

Medical Surgical Nurses Week

1-7 November

World Radiography Day

8 November

International Accounting Day

10 November

Mental Health Orderlies Appreciation Day on

26 November

12 Days of Christmas

13-24 December

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MHMC 2022 Plans Stabilize staffing Close recruitment in critical areas Transfer and commission MHMC medical record teams critical policies roll out Complete installation of chillers revisit HVAC (heating, ventilation and air conditioning) system S eparate and reduce dependency on Government of Saint Lucia treasury transactional processing Stabilise plant and equipment initiatives T raining needs assessment to be completed post transition in collaboration with the Clinical Educators Full orientation programme for each category in the Nursing Department uild and maintain a solid, legally compliant database of policies in respect of all of B areas covered by MHMC rovide effective and practical legal advice and direction on the wide-ranging subject P matter that crosses our path on a daily sometimes hourly basis uild and maintain a current and accurate documentary database on subject matter B which impacts or is relevant to the operations of MHMC.

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MHMC 2022 Plans Continue to build on our education programmes Continue to standardise and strengthen our work systems and processes ecome an American Heart Association Training Center for training and certification in B Basic Life Support (BLS) and Acute Cardiac Life Support (ACLS) ollaborate with our partners at University Hospital in Martinique to introduce a C simulation centre where high fidelity patient simulators will be utilized for training of clinical and clinical support staff I mprove patient experience through access to information and development of new channels—online and SMS appointment management, patient registration and patient billing.

I mprovement of network data integrity, security, and control; implementation of a Health Implementation System. eview of process flows and development and implementation of standard operating R practices.

Investing in our team members through capacity building, training, and development I mprove the ventilation and air conditioning system towards air quality and cooling comfort for patients, staff, and visitors.

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Thank You! Millennium Heights Medical Complex