CHRONICLE
October 2014
www.RUMCSI.org
Kathy DiMauro Accepts the Smith Stanley Award from VNA On Wednesday, September 10th, Kathy DiMauro, MS, RN-BC, IBCLC, accepted the Smith Stanley Award from the Visiting Nurse Association of Staten Island in grateful recognition of the special and unique contributions she has made to promote community health and improve the quality of life for the people of Staten Island. Kathy currently serves as the Assistant Vice President of Women and Children’s Services and Nursing Education. Recognizing the importance of the patient experience, Kathy has initiated many important programs dedicated to improving patient satisfaction. She applied for and received grants from the NYC Department of Health and the United Hospital Fund to promote and support breastfeeding at the hospital and in the community. Under her direction, the staff of the Women and Children’s division is undergoing the challenging process of achieving the Baby-Friendly Hospital designation (anticipated 2015). It is the goal of the hospital to help all new mothers achieve optimal infant feeding outcomes and have positive mother/baby bonding experiences.
Kathy DiMauro with her award alongside her Nurse Managers who she thanked during her acceptance speech at the Visiting Nurse Association luncheon.
We congratulate Kathy on this well deserved award and thank her To see more pictures from the awards for her dedication to the hospital and the Staten Island community! ceremony visit our social media sites
or scan this QR Code.
September 11th Memorial Ceremony On September 11, 2014, the hospital community gathered to reflect on the events of the tragic day thirteen years ago. Special thanks to those who participated in the program: Father Dawes, Dan Messina, Maryann Plumb, the EMS color guard, Paul Johnson, Billy Amaniera, and Rosemarie Stazzone. The hospital greatly appreciates the support of the facilities team and the members of the planning committee for making the memorial ceremony so special.
The new September 11th Memorial Garden can be found on the side lawn of the Villa Building facing Castleton.
To see photos & video from the memorial ceremony, visit our social media sites or scan this QR Code. A PUBLICATION FOR EMPLOYEES, PHYSICIANS, TRUSTEES, AND VOLUNTEERS OF RICHMOND UNIVERSITY MEDICAL CENTER
President’s Update
Message from the President & CEO Daniel J. Messina Fall is finally in the air! It is time to head out and enjoy all that the borough has to offer this month. The hospital’s community outreach team will be at several events during October and we invite you to participate. Taking care of our community is at the forefront of this hospital’s mission. Our involvement in community events is very important, and I invite you to become part of our outreach team. For a calendar of upcoming outreach events, please see the back cover, visit www.RUMCSI.keepandshare.com or for information on becoming part of the outreach team, please call x2100. For those of you who have not yet participated in the Employee Wellness Initiative, I recommend giving it a try. The events are geared toward your interests and offer a wide array of onsite activities. We are soon announcing a challenge for our staff—stay tuned! In this issue, you will read about an exciting new partnership with St. Peter’s Boys High School to develop a Medical Science Program, learning side by side with our expert physicians and staff. It is my hope that we can expand our commitment to the community by increasing outreach and educational opportunities, particularly building partnerships with Staten Island schools. This is an exciting time to be part of Richmond University Medical Center, and I look forward to our continued growth, outreach, and success. Thank you for your dedication and hard work. Remember the power of one— you make a difference!
Daniel J. Messina, Ph.D., FACHE, LNHA
As you are aware providing the best patient experience has become a top priority among hospitals and healthcare systems due to the increased focus on improving Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. It has been shown that an employee’s behaviors have a direct impact on patient satisfaction. We as healthcare professionals need to remember that hospitals are measured based on how closely we follow best clinical practices and how well we enhance patients experiences of care. HCAHPS/patient experience of care accounts for 30% of the calculation affecting payments. Hospitals face a VBP revenue risk on average of $888,812 in 2012 and $6.67 million over five years. Medicare will steadily increase the portion of reimbursement allocated to performance and decrease the portion tied solely to productivity. In FY 2013, hospitals nationwide were at risk for 1.0%. As required by the stature, the percentage increases by 0.25% each year until the reduction reached 2.0% by FY 2017.
In recognition for their superior HCAHPS, Claire Styles and her unit on SLB4 were provided with a breakfast sponsored by our patient experience committee.
So, let’s start caring, we are all here to achieve the same goal. You make a difference!
Chronicle October 2014
A New Partnership with St. Peter’s The hospital is partnering with St. Peter’s High School on a pilot program to introduce students to the “science of healthcare.” The Medical Science Program has been designed to provide high school juniors and seniors with an interest in healthcare careers to the role and scope of practice in eight program rotation areas, including radiology, medicine, administration, respiratory care, lab technology, nursing, office preceptorship, and physical therapy. The program will run from, October 22nd to December 17th. Orientation and the kickoff night will be held on October 16th in the Sipp Auditorium at 7:00pm. For more information, please contact Andrew Burt at x2100.
Volunteer Star of the Month Samantha Rebecca is a student at Melissa Riggio Higher Education Program based at the College of Staten Island. She enjoys volunteering at RUMC. “It makes me happy to help people,” shares Samantha. She continued, “I am happy to be a volunteer at RUMC and thank you all for choosing me as the Volunteer of the Month.”
Do you know a great volunteer? Nominate them a Volunteer of the Month email info@rumcsi.org or call x2103.
On October 25th, RUMC will host its annual black tie fundraiser. This year, the event will honor Dr. Pankaj Patel, Chair of Psychiatry, the RUMC Auxiliary, and Mary Ann Christopher, President & CEO of VNSNY. Event cochairs are RUMC Foundation Board Members Robin Lefkowitz and Dr. Phil Otterbeck. Tickets are $325 each. Administrative directors, residents, and below can take advantage of a special ticket price of $150. Journal and sponsorship pricing is available online. Reservations and payment can be made at www.RUMCSI.org/ball or please call Stefanie Racano in Development at x2103.
Board Highlight: John C. Santora John C. Santora is Chief Executive Officer of Cushman & Wakefield’s Corporate Occupier & Investor Services group and a member of the firm’s senior governing body, the Cushman & Wakefield Board of Directors. A 38-year veteran of the firm, Mr. Santora’s previous roles included CEO of the Americas and Global Chief Operating Officer. One of the industry’s most experienced commercial real estate executives, he oversees the company’s largest global business unit and is responsible for the organizational vision of the group which employs nearly 8,000 professionals and manages more than 800 million square feet of commercial property on a global scale.
John Santora is a member of both the RUMC Board of Trustees and the hospital’s Foundation Board of Directors.
Mr. Santora is a quoted authority on commercial real estate issues and has been featured in The New York Times, The Wall Street Journal and Crain’s New York Business. A fellow of the University of Pennsylvania Wharton School, he also serves as Chairman of the Realty Advisory Board. Mr. Santora has been recognized for his charitable activities by United Way (2008 Community Quarterback Award), FDNY Foundation (2007 Fire Commissioner’s Humanitarian Award) and the Boy Scouts of America (2006 REBNY Good Scout Award).
Quality & Patient Care
An HCAHPS Scores Comparison Press Ganey
March -May June-August
Rate hospital 0-10
49
49
Recommend the hospital
49
51
COMM W/ NURSES
73
73
Nurses treat with courtesy/respect
81
79
Nurses listen carefully to you Nurses explain in way you understand
68 70
70 71
RESPONSE OF HOSP STAFF
60
60
Call button help soon as wanted it
59
60
Help toileting soon as you wanted
60
61
COMM W/ DOCTORS
77
79
Doctors treat with courtesy/respect
81
85
Doctors listen carefully to you
73
79
Doctors expl in way you understand
75
74
HOSPITAL ENVIRONMENT
51
57
Cleanliness of hospital environment
59
61
Quietness of hospital environment
44
52
PAIN MANAGEMENT
68
63
Pain well controlled
65
58
Staff do everything help with pain
72
69
COMM ABOUT MEDICINES
60
57
Tell you what new medicine was for
78
73
Staff describe medicine side effect
43
42
DISCHARGE INFORMATION
74
76
A Great Facebook Review Danielle H. 9/21/14: I delivered my beautiful daughter at RUMC and can’t say enough positive things about the experience related to the care I received there. As a registered nurse, it’s especially difficult for me to be a patient, but the nurses, medical, and ancillary staff helped make this into a positive experience. Thank you RUMC!
Patient Satisfaction: A Letter of Thanks A community member recently wrote a letter expressing their gratitude and sharing their appreciation of our employees. We acknowledge the staff who assisted the patient, and thank everyone for going above & beyond with patient care! Please see the letter below:
To the Doctors, Nurses, and Staff on the Vent Unit,
Our hearts thank you. Words can not express how grateful we are for the genuine care and concern you gave our mother, Dorothy. Even though she lost her battle we would not have fared through this journey as well without all of your efforts. We are comforted knowing all was done to keep her well. As always, it was God’s will. We thank God for delivering our mother to your care in her final days. We will always remember your kindness. Sincerely, The daughters & family of Dorothy
Human Resources
Welcome September New Hires
Employees of the Month Theresa Mcshane Clerk – HIMS
Nominated by Deborah Rodriguez, Assistant Director “Theresa has been an active employee at RUMC since 2001, and is a true asset to the organizational goals. She exhibits the behavioral standards of Service Excellence.”
Alva Glasgow Registrar- Labor & Delivery
Nominated by Louise Steward, Nurse Manager “Alva is an employee at the hospital for eight years (since 2006) and demonstrates the We Care standards.” To nominate an employee, please call x2445.
Recognizing Service Excellence for 2013 Jacqueline Voss Carmen Cajigos
Registrar Building Service Worker
Patricia Crespo Robert Martinez Dennis Pietrocola Jeffrey Janiger Jo Ann McAvoy-Delahunt
Building Service Worker Building Service Worker Pharmacist Pharmacist Secretary
Karen May Laurie Smith Margaret Reilly
Transcription Coordinator Secretary Lead X-ray Tech
Dawn Fersko Denise Thompson
Assistant Nurse Manager Nursing Assistant
Theresa Vincent
Aguilo, Caprio,
Registered Nurse Anesthesia Tech.
Edward Isabel James Janine Marie Antoinette Lillian Magdalena Rosa Cesar Adam Patrica Marianne Terrell
Carroll, Chaluisant, Confessore, Felline, Flordeliza, Fried, Gargiulo, Lubinski, Martinez, Moreno, Pace, Pyryt, Rizkalla, Sanders,
Engineer 2, SVC Bldg Serv Wrkr Fireman FoodSer-Guest Rep Asst. Dir. Nursing Registrar Asst. Nurse Manager Lab Technologist SVM Medicaid Rep Building Services Paramedic Nurse Manager Clin Data Spec IV Paramedic
Andrea Joseph
Sandy, Taranto,
Registered Nurse Trauma/Injury
Nina Natalie
Thompson, Registered Nurse Toney-Zubairu, Registered Nurse
Androw Chanel
Tovar, Woods,
Paramedic Food Service
Human Resources News: Employee Recognition We apologize for the cancellation of the Reward and Recognition Team Ceremony originally scheduled for September 25th. Human Resources is rescheduling the Recognition Ceremony and the new date will be shared shortly.
Quality
Dr. James Reilly Recognized as Top Doctor Congratulations to Dr. James Reilly, D.O., FACOG, FACOOG, FACS, for being selected as one of the Top Doctors in the Nation. (Castle Connolly)
Indicators for Isolation Contact Precautions In addition to Standard Precautions, use Contact Precautions for specified patients known or suspected to be infected or colonized with epidemiologically important microorganisms that can be transmitted by direct contact with patient or indirect contact with environmental surfaces or patient-care items in the patient’s environment. Place the patient in a private room, when a private room is not available place the patient in a room with a patient who has an active or history of infection with same microorganism but with no other infection. Droplet Precautions In addition to Standard Precautions, use Droplet Precautions for a patient known or suspected to be infected with microorganisms transmitted by large – particle droplets (larger than 5 microns in size) that can be generated by the patient during coughing, sneezing, talking, or the performance of procedures (such as suctioning, bronchoscopy). Place the patient in a private room if available, when a private room is not available, place the patient in a room with a patient who has active infection with the same microorganism, but with no other infection. In addition, wear a surgical mask when entering the room. Airborne Precautions In addition to Standard Precautions, use Airborne Precautions for patients known or suspected to be infected with microorganisms transmitted with airborne droplet nuclei (small-particle residue of evaporated droplets containing microorganisms that remain suspended in the air and can be widely dispersed by air currents within a room or over a long distance). Place the patient in a private room that has (a) monitored negative air pressure in relation to surrounding areas, (b) minimum of six air changes per hour, and (c) appropriate discharge of air outdoors or monitored high-efficiency filtration. According to the CDC, correct hand washing is the single most effective method to prevent the spread of infectious diseases. Remember to WASH IN and WASH OUT. For more information, call Paul Geneve at x4494.
Service Recovery Program Service recovery focuses on opportunities that require interventions to return aggrieved customers to a state of satisfaction with our organization and services. The Service Recovery Program supports our goals related to exceeding the expectations of those we serve. All employees can identify service recovery opportunities, and are trained to provide real time actions by utilizing tact and diplomacy to successfully manage an upset, disappointed, or frightened patient/ family. Every employee is required to perform service recovery as well as deliver timely and effective service recovery interventions as needed. The Patient Representative will maintain responsibility for administration of the program. When a situation warranting Service Recovery occurs, any staff member may request the recovery. Whenever possible, recovery should take place while the patient or their representative is still at the hospital. 1) Notify the Patient Representative that Service Recovery is needed by calling x2430 or overhead paging Patient Representative. 2) The appropriate Service Recovery item should be decided upon, obtained and presented to the patient and/or representative (cafeteria passes for families having long waits, RUMC “Bucks” gift certificates to Loris gift shop). Staff can help decide the appropriate item to be used, or a choice may be offered to the patient. 3) If Service Recovery items are needed on off shifts, they may be obtained by the ADN. The ADN will notify the Patient Representative of the complaint and how it was resolved by email or voicemail, so the complaint can tracked. 4) Items will be presented with a personal note stating “At Richmond University Medical Center, it is our goal to provide the very best service to our patients and guests. We apologize that we did not meet your expectations. Please accept this as a gesture of our sincerity.” These notes are available in the Patient Representative’s Office. 5) All complaints and Service Recovery are logged for tracking for trends by the Patient Representative. Situations which may warrant the use of Service Recovery include, but are not limited to: Scheduling errors; Extended waiting time; Delay in test or treatment; Communication issues (lack of compassion, perceived staff rudeness); Problems with physical surroundings in patient’s room (heat or cooling, TV, phone issues, leaks); Patient complaints of any nature. The Service Recovery Program should NOT be utilized in the following situations: Medication errors; Lost valuables; Falls; To meet the social needs of patients/guests. The most inexpensive service recovery tool is "I'm
sorry." The most effective service recovery tool is effective, daily leader rounding, every shift, every day.
In the Community
Borough Hall Blood Drive Tuesday September 9th was the 9/11 Memorial blood drive at Borough Hall. The series of blood drives are a joint venture between Borough President James Oddo, Richmond University Medical Center and Staten Island University Hospital. District Attorney Daniel M. Donovan stopped by Richmond University Medical Center’s donor station to help participate in this event. We were able to obtain 21 units of blood and to date have received over 76 units of blood.
RUMC Auxiliary Donates Pediatric Supplies The RUMC Auxiliary once again has made a beautiful donation to the pediatric patients at Richmond University Medical Center. Through their generosity, the pediatric clinic at 800 Castleton was able to purchase a new infant table as well as a new giraffe scale. Supporting pediatric patients is a priority for the Auxiliary, who coordinate a Baby Shower fundraiser annually.
$25,000 Grant to Renovate Room The Brooklyn Home for Aged Men recognized the years of dedication and service of Jean C. Weber by generously naming a room in her memory on SLB4. The foundation is dedicated to improving geriatric care. The grant allowed for a full room renovation, including a bathroom remodel, specialized hospital bed, reclining chair with sofa, and bedside table. In addition, the family of Ms. Weber donated an original painting which now hangs in the room.
SI Parent Magazine Kicks Off Our Pediatric Book Drive! Staten Island Parent Magazine generously made a donation of 40 books to support the pediatric clinic at 800 Castleton Avenue. According to Dr. Vadde, each pediatric patient that visits the clinic gets to select a book to take home with them with encouragement to the family to read. Children at well visits receive a new book, while children at sick visits receive a gently used book. Unfortunately, the supply of books is extremely low. We ask that you consider making a donation of books for these children. If you have new or lightly used books to donate, please bring them to the Department of Pediatrics, Attention Dr. N. Vadde or directly to the pediatric clinic at 800 Castleton. For more information, please call Andrew Burt at x2100.
October 2014
October Community Outreach Join Us! SIEDC Health and Wellness Expo October 2nd, from 9am-5pm at the Hilton Employee Health Fair October 3rd, lobby, cafeteria, MLB, 11-3pm CSI Breast Cancer Walk October 11th, 10-4pm, College of Staten Island Rome Through Richmondtown October 11th, 12-5pm, Richmondtown RUMC Baby Health Fair October 13th, from 12-3pm, Babies R Us United Veterans Organization October 14th, at 7:30pm, Alba House Councilwoman Debi Rose’s Health Fair October 18th, 12-4pm, Snug Harbor Making Strides Breast Cancer Walk October 19th, 9am-4pm, Clove Lakes Park Do you know of an upcoming community event? Share it —call x2100 or email aburt@rumcsci.org.
Employee Wellness Week Kicks Off October!