Feeling lucky - Emerson Hospital

More documents

Recommendations

Info

Having anImpactpatient and family advisory councilgets things doneWhen it comes to information, “a little bit goes a long way,” according to MollyCutler, a member of Emerson’s Patient and Family Advisory Council. She helpeddetermine that the Emergency Department would benefit from a patient liaison.They discuss a range of issues that have an impact on how patients andfamilies experience Emerson Hospital. Then they go to work, makingconcrete improvements. The Patient and Family Advisory Council(PFAC), less than two years old, is already a success.The 16-member group is comprised of community residents andEmerson staff who meet quarterly. “The community members allhave a good foundation in terms of understanding what Emerson isabout,” says Christine Combs, RN, MA, manager of patient safety,who serves as PFAC coordinator. “They made it clear they want tobe engaged and provide meaningful input. We agree to use theirfeedback and keep it confidential. Most importantly, we use thatfeedback to make Emerson better.”One of the ways PFAC members help is by offering suggestions oneffective communication. “We’ve been asked to review materials thatare written for patients to make sure they are easy to read and providethe right amount of detail,” explains Walter Birge, PFAC memberand corporator from Concord. “Before the hospital’s new websitelaunched in 2010, we spent a lot of time looking at it and providedsome practical suggestions.”PFAC meetings cover a broad array of topics. Members have discussedthe quality of the meals served to patients and the need to make visitorsaware of preventing infections. New signs encourage visitors tobe vigilant in using hand sanitizers as they move around the hospital.In order to guarantee a smooth visit, PFAC members suggested thathospital directions to common destinations, such as lab and radiologyservices, be produced and distributed at the lobby information desk.Improving communication in the Emergency DepartmentThe group is especially proud of an initiative that is aimed at improvingtime spent in the Emerson Emergency Department (ED) waiting area.“Based on patient survey data, we knew that communication neededimprovement,” says Ms. Combs. Fortunately, one PFAC member wasin a perfect position to assess the situation. Molly Cutler, a corporatorfrom Harvard, has experience working in the hospital’s ED.“I volunteered in the ED for a couple of years and loved being there,”says Ms. Cutler. “So I offered to spend time there in order to learnmore about the need for a patient liaison, and we formed a pilotsubcommittee.”During five visits, Ms. Cutler observed, helped and determined thata patient liaison — someone who is there to answer questions, checkin with the physicians and offer assurance — can make a world of differenceto anxious patients and family members. “Mainly, they wantinformation,” she says. “A little bit goes a long way in the ED. Ifpeople know what’s going on — that is, why they’re waiting — ittakes the tension out of the room. We want them to know they’rebeing cared for.”She chronicled everything she did during busy times and slow times. Itincluded assisting with registration; escorting a patient to the CT scanarea; bringing blankets, pillows and ice to patients; communicating withtriage staff; validating parking; and answering many, many questions.After Ms. Cutler filed the report on her ED liaison experience,Ms. Combs took it from there. “We’ve recommended to the hospitaladministration that the ED liaison position continue,” says Ms. Combs.“The PFAC feels this person will be an important addition to theED staff.“Working with the PFAC is one of my favorite parts of my job. It’sgreat to have their interest and involvement.”For more information, please contact Christine Combs, RN, MA, managerof patient safety, at 978-287-3385 or ccombs@emersonhosp.org.the patient and family advisory councilThe Patient and Family Advisory Council (PFAC) serves as the“patient’s voice.” PFACs typically:• Provide information to hospitalleaders and staff about patientneeds and concerns.• Help plan patient care areas andnew programs.• Make changes that affectpatients and family members.• Encourage patients and familiesto be more involved and tospeak up.• Strengthen communicationamong patients, family members,caregivers and staff.18
emerson hospitalSupport Groups& Special Services NEWSf r o m emersonSupport GroupsAlcohol and Substance Abuse Support 978-287-3520Breast Cancer Support Group-Virginia ThurstonHealing Garden 978-456-3532Diabetes Support 978-287-3054Melanoma Support 1-800-557-6352M.O.M.S (Mothers Offering Mothers Support) 978-287-3176New Mothers Group 978-287-3176Oral, Head and Neck Cancer Support 978-287-3189Parkinson’s Support 978-443-5742Sleep Disorders Support 978-287-3735Surgical Weight Loss Support 978-287-3532Widowed Outreach Support 1-800-696-6424Special ServicesAlzheimer’s Information 978-287-3170Body Composition Analysis 978-287-3782CPR 978-287-3050Cardiac Rehabilitation 978-287-3732Chronic Lung Disease Program 978-287-8300Gambling Problems 978-287-3520Heart Failure Program 978-287-8300Home Health Service 978-287-8300Hospice & Palliative Care Federation of Mass. 1-800-962-2973Lifeline 1-800-543-3546Look Good…Feel Better 978-287-3788Nutritional Counseling 978-287-3782Pastoral Care 978-287-3015Pediatric Bereavement Workshop 978-287-3422Pediatric Pre-Admission Program 978-287-3420Pelvic Health/Bladder Control 978-287-8200Physician Referral 1-877-9-EMERSON or 1-877-936-3776Pulmonary — Better Breathers Club 978-287-3715REACH (hotline for domestic violence) 1-800-899-4000SHINE Program 781-272-7177Speech and Language Screening for Preschoolers 978-287-8200Sports Rehabilitation 978-287-8200Volunteer Program 978-287-3200Wound Care Center 978-287-8550Centennial Ball marks Emerson’s “birthday”On November 12, 500 people attended Emerson’sCentennial Ball: A Big Party to BenefitLittle Patients, which was held at the RenaissanceBoston Waterfront Hotel. The date is significant;it marked the actual anniversary whenarea residents gathered along the Sudbury River100 years ago to dedicate the hospital. The CentennialBall raised more than $400,000, whichis being used to upgrade the hospital’s PediatricCenter. The evening featured a silent auction,a champagne toast to Emerson and a magnificent birthday cake. Accompaniedby the Friends of Broadway, a group of talented girls from Sudbury,guests and emcee David Robichaud joined in to sing “Happy Birthday.”Annual Appeal breaks a recordEmerson’s 2011 Annual Appeal took on a centennialtheme in the form of a challenge presented by agenerous hospital board member. The challenge—toraise $925,000 by September 30—was met, and thecapping donation of $75,000 brought the final tally to$1,070,000. Loyal Emerson donors, including membersof the hospital board, medical staff and corporators, increased theirsupport for the Annual Appeal, which provides immediate funding formany specialized programs, such as the Polo Emergency Department andthe Bethke Cancer Center. Thank you to everyone who contributed to Emerson’sAnnual Appeal!Fitchburg residents have a new location for blood testsEmerson has opened a lab in Fitchburg for theconvenience of patients who live in the area.The lab is located in the Pediatrics West buildingon South Street in Fitchburg. The new siteis open Monday through Friday from 9:00 amto 5:30 pm. Please call 978-577-0437 and selectoption 3 for more information.Spring session: metabolic syndrome programEmerson Hospital’s cardiac rehabilitation programwill offer its metabolic syndrome programagain this spring. The metabolic syndrome isa group of risk factors that increases one’s riskof developing coronary heart disease, stroke,peripheral vascular disease and diabetes. The12-week program combines supervised exerciseand diet education to help people make healthy lifestyle changes. The costof the program is $400. Please call 978-287-3732 for more information.19
Page 4: With help from his Emerson speech-l
Page 7 and 8: There was another, very real issue
Page 9 and 10: health & wellness classesVisit www.
Page 12: health & wellness classes continued
Page 20: 133 ORNAC, Concord, MA 01742978-369

Feeling lucky - Emerson Hospital

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?