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You are the future of healthcare


You may only ask for, use and disclose patient information as needed for ... to work under imminent danger conditions or if information or training about ... – PowerPoint PPT presentation

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Title: You are the future of healthcare

  • You are the future of healthcare!
  • Mercy Unity are excited to provide an
    environment where our professional staff and
    quality healthcare lends itself to an excellent
    learning experience for you.

Orientation Toolkit
  • This orientation toolkit is intended for
    non-employees who are completing academic
    experiences at our hospitals. This would
    include Clinical instructors and students
    completing clinicals, internships, capstones,
    synthesis and others as required.
  • Completing this toolkit is part one of your
    orientation. The second portion is with the
    specific unit/dept you will be working on. You
    should meet with the unit/dept representative to
    obtain orientation specific to your role and

How to Proceed
  • The online orientation program is divided into 2
    parts. After completing Part 1, return to
    ( or and
    complete part 2.
  • Read each slide and complete any documentation
    required by your school.
  • Questions about the information contained in this
    toolkit should be directed to the Professional
    Practice and Education 763/236-3030

  • Who Are We
  • Mission, Vision Values
  • Confidentiality/HIPAA
  • Extraordinary Workplace with Extraordinary
  • Safety Awareness
  • Infection Control
  • In Closing...

Who We Are
  • Mercy Unity Hospitals are part of Allina
    Hospitals and Clinics
  • Allina is a not-for-profit healthcare
    organization serving Minnesota, Wisconsin and the
  • Although we are not-for-profit, it is still
    necessary to watch the financial bottom line. We
    need to be here to meet the current and future
    needs of the communities we serve. We reinvest
    profits in new equipment and advanced
    technologies to better care for our patients.

Allina Hospitals Clinics
  • 13 hospitals
  • 2 nursing homes
  • 42 clinics
  • Medical transportation services serving 70
    Minnesota communities
  • Hospice
  • a community service
    providing health care information and referrals

Allina Hospitals
  • Metro Hospitals
  • Mercy
  • Unity
  • Abbott Northwestern
  • United
  • Phillips Eye Institute
  • Regional Hospitals
  • Buffalo
  • Cambridge
  • Owatonna
  • St. Francis
  • River Falls
  • New Ulm

What we strive for...
  • Allina Vision
  • We will
  • Put the patient first,
  • Make a difference in peoples lives by providing
    exceptional care service,
  • Create a healing environment where passionate
    people thrive excel, and
  • Lead collaborative efforts that solve our
    communitys health care challenges.
  • Allina Mission
  • We serve our communities by providing exceptional
    care, as we prevent illness, restore health and
    provide comfort to all who entrust us with their

Allina Values
  • Integrity
  • Match our actions with our words. We live our
    values and mission in all decisions and actions.
  • Respect
  • Treat everyone with honor, dignity and courtesy.
    Respect values, cultures, beliefs and traditions
    of others. Value each others talents and
  • Trust
  • We act in the best interests of out patients,
    physicians, communities and one another.
  • Compassion
  • Dedicated to creating a healing and caring
    environment to support the emotional, physical
    spiritual well-being of all.
  • Stewardship
  • Use our resources wisely. Commit to being
    thoughtful stewards of time, energy and talent.

Living the Values
  • Why is it that some patients can have poor
    outcomes and still say that they wouldnt go
    anywhere else for their healthcare?
  • The difference is the relationships that we
    create with our patients.
  • Its the customer service we provide.
  • People come back to our hospitals because we live
    out our values and walk the talk-not just give
    them lip service.

Customer Service Basics
  • Creating an excellent experience where patients
    feel assured, included and appreciated.
  • While much of our work is of a high tech nature,
    we know the importance of connecting with our
    customers on a human/emotional level when
    beginning and ending any interaction.

Who are our customers?
  • External Customers
  • Patients
  • Families
  • Physicians
  • Internal Customers
  • Coworkers
  • Other departments

The impact of body language, voice, tone and words
  • Are the words we are saying congruent with our
    body language and our tone of voice?
  • Do we say one thing but project the opposite?
  • When we breakdown communication, we realize that
  • 55 of the message is our body language
  • 38 of the message is our tone of voice
  • 7 of the message is the actual words we use.
  • (To make the biggest impact, your actions must
    match your words)

When Our Best Efforts Come Up Short
  • What is a complaint?
  • A complaint is an expression of dissatisfaction
    by a patient concerning the quality of care or
    services provided by the hospital
  • Whenever possible, patient complaints should be
    resolved by staff present at the time the
    complaint is voiced. (The Nursing Supervisor,
    Manager or Patient Representative may also assist
    staff to resolve these complaints quickly)
  • Complaints are considered resolved when the
    patient states satisfaction with the actions
    taken by staff present at the time the complaint
    is shared.
  • All complaints should be communicated to the
    RN responsible for the patient and/or the charge

Patient Complaints vs. Grievances
  • What is a grievance?
  • -A verbal complaint that cannot be resolved by
    staff present at the time of the complaint
  • -A complaint postponed for later resolution
  • -A complaint referred to other staff
  • -A complaint which requires investigation and
    further actions
  • All grievances must be referred to the Patient
    Representative or an Administrative Supervisor so
    that the grievance process is initiated

Complaints vs. Grievances
  • Every attempt is made to resolve the grievance
    and respond to the patient in writing within 7
    working days
  • All written complaints are considered grievances
    and must be forwarded to the Patient
    Representative so that the grievance process is
  • If a patient wants to speak with your Manager,
    who is not available at that time regarding their
    complaint, the complaint is not resolved
    contact the Patient Representative or
    Administrative Supervisor and the grievance
    process will be initiated.
  • Students/instructors should report all complaints
    to the RN responsible for the patient and/or the
    charge nurse. They will determine whether or not
    the complaint is a grievance.

  • HIPAAs Privacy Law

  • Maintaining a patients privacy/confidentiality
    is not only the ethical thing to do, its the
  • We are committed to preserving the
    confidentiality of patient information.
  • The inappropriate release of information will
    result in disciplinary action and possible legal

  • The Health Insurance Portability and
    Accountability Act (HIPAA).
  • This revised Privacy Law places strict
    regulations around the privacy and security of
    patients health information.
  • The law also mandates that we train everyone in
    the rules and provisions of this law.

Protected Health Information
  • PHI is basically any information that identifies
    an individual or could reasonably be used to
    identify an individual.
  • Includes, but not limited to
  • Name, address, age or SSN
  • Health history and conditions, treatment or meds
  • Hospital or clinic bill or payment record
  • Any identification that an individual is a
  • It can be in any form
  • Verbal, written or electronic
  • Past, present or future medical information

Minimum Necessary Rule
  • Minimum Necessary Rule
  • We must only use and disclose the minimum amount
    of patient information needed to do our jobs.
  • Simply put
  • You may only ask for, use and disclose patient
    information as needed for legitimate patient care
    or business purposes.

Curiosity Killed the Cat- Dont let it get you!
  • Our patients could be your neighbor, friend,
    classmate or family friend.
  • Sharing with others that you saw someone at the
    hospital or sharing of their health information
    may seem harmless to you- but it can be very
    harmful to the patient-and its illegal!
  • You might be curious to look up information on a
    family member that is a patient here. Unless you
    need that information to do your job, you are
    prohibited from accessing that info.
  • If in doubt, use caution on the side of
    maintaining patient privacy.

Release of Health Information
  • We must have consent from the patient before
    giving any information to others, including
    spouse, family members, or friends.
  • The inappropriate release of protected health
    information is illegal and we must address any
    harm that occurs because of its inappropriate
  • You are held legally accountable to maintain a
    patients privacy/confidentiality.

An Extraordinary Workplace with Extraordinary
  • A Culture of Caring

An Environment for Healing
  • When patients see how well we treat one another,
    they will know this is a good place for healing.
  • We cannot provide to patients what we are unable
    or unwilling to provide each other.
  • If they see or hear uncaring behaviors, they will
    not find the healthy, healing environment they

Create a Respectful and Professional Workplace
  • Where You Would Want to Give and Receive Care

  • Defined as all the differences and similarities
    that exist among people - including race, gender,
    age, sexual orientation, job status, physical
    differences, etc..
  • We value differing points of view, varied
    experiences and the talents of each and every

Harassment Free Workplace
  • We have a zero tolerance policy for harassment in
    all of its forms. Including, but not limited to,
    harassment based on
  • Sex
  • Race
  • Age Disability
  • National Origin
  • Religion
  • Sexual Orientation

Key Points on Harassment
  • Its the impact, not the intent.
  • Whether or not you intended harm doesnt change
    the fact that someone was impacted by your
    actions or behavior.
  • Direct or indirect, subtle or obvious
  • We must own the culture in which we work. Is
    this a place you want to come and work or is
    someone else's behavior causing a hostile or
    intimidating environment.
  • At the workplace or off duty related activities
    such as social gatherings or calls to your home.
  • Act early-talk to the accused and ask them to
    stop the behavior. If no resolve, escalate by
    discussing with your instructor who will report
    to the hospitals academic liaison, unit manager
    or HR dept.

Safety Vision
  • To make Mercy Unity Hospitals a safer place to
    give and receive care

Minnesota Employee Right to Know Act (ERTK) 1983
  • The law was passed to make sure employees are
    told about the dangers associated in working with
    hazardous substances and harmful physical or
    infectious agents.
  • The law outlines both employer and employee
    responsibilities for safety from work related
    injury or illness.

What does exposed to mean?
  • You are considered routinely exposed to a
    substance or agent if there is a reasonable
    possibility youll be in contact with one of the
    items during the normal course of your assigned

Employer Requirements
  • Education of staff and new employees on
  • The types of hazardous materials, agents and
    equipment in your work area.
  • How to properly handle and work safely with the
  • Where information about hazardous materials is
  • Education specific to the materials/agents in
    your work areas will need to be covered during
    unit specific orientation.

Employee Requirements
  • The law gives you the right to
  • Refuse to work under imminent danger conditions
    or if information or training about how to safely
    proceed with your job is not provided.
  • If you feel that this applies to a situation,
    then discuss with your instructor or unit

What if Im asked to work in an unsafe situation?
  • Tell your instructor or the unit leadership if
    you feel a work situation may be dangerous
  • Tell your instructor or the unit leadership if
    you dont know how to use or handle hazardous
    materials and/or equipment you are assigned to
    work with.
  • Report faulty equipment so it can be repaired or
  • Dont put yourself in any situation where you
    could be injured or harmed. You have the right to
    refuse to work under dangerous conditions.

What Happens Next?
  • The unit leadership will
  • Evaluate the situation for safety and the
    presence of hazards.
  • Teach you how to safely use the product, direct
    you to the appropriate resource, provide you with
    learning materials, give you the appropriate
    Personal Protective Equipment.
  • Reassign you to an alternate job until a
    hazardous condition can be corrected or

Chemical Spills/Release
  • Each department maintains procedures for the safe
    handling and spill clean-up of the hazardous
    products used in their areas.
  • You need to receive unit specific orientation on
    the hazards found in your area.
  • With any chemical spill, you should notify the
    supervisor and maintenance.

Locating information on Hazardous Substances
Material Safety Data Sheets (MSDS) provide
information on the effects and properties of
hazardous substances. These can be accessed from
the Allina Knowledge Network (AKN). Ask the unit
educator/designee to access these sheets.
Emergency Codes
  • You might hear these emergency codes paged
    overhead, so it is important to know their
  • Red Alert Fire Alarm
  • Pink Alert Infant/pediatric abduction
  • Code Blue Medical Emergency, Neonatal,
    Pediatric or Adult
  • Green Alert Restraint Personnel Respond
  • Green Alert STAT Restraint Personnel Respond STAT
  • Orange Alert Disaster Plan in effect
  • Yellow Alert Bomb Threat

Severe Weather Codes
  • Severe Thunderstorm Warning-conditions are
    favorable for severe weather
  • Tornado Warning (phase 1) - a tornado has been
    sighted. Close windows, blinds and curtains.
    Keep corridors clear.
  • Tornado Warning (phase 2) - hospital is in the
    path of the tornado. Move patients and visitors
    away from windows to interior corridors closing
    all doors. Visitors should stay with the
    patients and staff should move to the best
    shelter in the department.

Fire Safety Essentials in Your Department
  • You will need to locate this information in the
    areas you work.
  • Location of the fire alarm pull boxes
  • Location and type(s) of extinguishers
  • Emergency phone number x63333
  • The stations main oxygen shutoff valve(s)
  • Evacuation plans and routes

R.A.C.E. Fire Procedure
  • Rescue Move anyone in danger to a safe area.
  • Alert Pull fire alarm box and call x63333 to
    report the fires location.
  • Confine Close doors windows in area, clear
    corridors and fire exit areas.
  • Extinguish Fight the fire only if it will not
    place you in danger. Blankets can be used to
    smother the flames of small fires or waste basket
    fires as well as using extinguishers.

How to Use Extinguishers
  • Know the types of extinguisher in your work
    area. Choose the appropriate extinguisher for
    the type of fire.
  • Then
  • P Pull-the pin
  • A Aim-the extinguisher
  • S Squeeze-the handle
  • S Sweep-the extinguisher hose at the base of
    the fire.

This Completes Part 1
  • Return to the webpage on or and open Part 2 of the
    Student/Instructor Orientation Program.