National

Hospital

Week

May 8-14, 2016

Health Care from the Heart

“I love Parkland Medical Center.

It’s clean, the nurses are great and they treat you like family. I

love them. I would never go to any other place besides

Parkland.”

Mission and Vision

Commitment to

Excellence

The Perfect Patient

Experience

People Quality Service Growth Community

Our Achievements

“The staff at Parkland has always been caring, competent,

friendly on ALL my visits here, for all kinds of services.”

HR & Volunteers

Successful transition to ONE HR

New Lobby that matches the warmth of our care and services

Over 6,000 volunteer hours!

Nurse Navigator Katie Hall developed an

oral chemotherapy program that was

presented at Northern New England

Clinical Oncology Society and Sigma

Theta Tau Scholarship Program.

The Oncology Team raised over $1500

for Leukemia/Lymphoma Society “Light

the Night” Walk.

Oncology

Jodi Hanley, Salem Oncology Social Worker

fulfilled a patient’s last wish by arranging

upgraded Garth Brooks concert tickets with

back stage passes.

Pharmacy red light Process Improvement

project in Derry clinic is saving nurses time,

decreasing nurse time away from patients and

increasing patient satisfaction.

Oncology

Niche Steering Committee; Senior Friendly

facility with 2 RN’s Board Certified in

Gerontology, 19 Geriatric Resource RNs and

7 Geriatric Care Associates!

Developed Nursing Professional Practice

Council and Scheduling and Staffing

Councils.

Decreased patient falls with injury through

revised assessment; adopted as a division best

practice.

HCA and Division Leader in Nurse Leader

Rounding.

Adult and Critical Care

“The nursing staff there is

absolutely fabulous. The doctors

were wonderful.”

Patient and Family Advisory Council

Monthly Council Meetings in 2015 with CNO, CEO, Director of Risk, Department Leaders and Staff Developed Patient Experience and Communication Enhancement (P.E.A.C.E) document identifying “Always” and “Never” communication strategies for Courtesy, Respect, Listening Carefully and Explaining. Provided advice for white board enhancements, discharge phone call scripts and the Nurse Leader Rounding process.

Surgical Services

Recipient of the “Greening of the OR” Award Three Scrub Techs achieved excellence through Ancillary Clinical Achievement Program Jenn Johnson- Recognized with the “Nursing Excellence” Award Bridget Barnaby- completed house-wide education for transportation and decontamination of instrumentation

Surgical Services

Organized sustainable BHU supply system

Increased support to Surgical Services

Direct deliver from warehouse to

departments such as Endoscopy, Urology,

Rehabilitation and Derry Oncology.

SMART PAR maintenance- worked with

departments to remove items from the

SMART system that are no longer used and

or have been replaced by other items.

Supply Chain

“I just have to say, I think Parkland is a wonderful hospital.

They have a wonderful staff. And everybody helps everybody. I

really enjoy when I have to go there.”

Wound Care

Awarded 2015 Center of Excellence for achieving the following quality metrics: Patient Satisfaction= >92% Healing rate= >91% Days To Heal =30 Outliers = <19 Complete Ongoing Medical Surveillance Reviews Achieved & maintained these quality metrics for three straight years!

Two ICARE winners Amanda and Judy; Frist

Award winner: Pat!

Diane recognized with the Innovator’s award. Team based approach to Bed Management for staff and patient satisfaction.

Led hospital-wide Betadine & Alcohol reduction. HCAHPS scores in the top 25% for cleanliness of hospital environment.

Environmental Services

Pioneered hand hygiene safety in Behavioral Health with non-alcohol

product and safe dispensers

Decreased risk of patient harm with catheter removal protocol

House-wide excellence in QRS and Joint Commission Surveys

Infection Prevention

Offering specialties such as Voice Therapy, Cancer Rehabilitation,

Osteoporosis and Back on Pointe programs.

“Lisa has provided my daughter with not only the physical therapy

exercises to treat and stabilize her initial problem, but has also provided

tremendous guidance and instruction to help correct and improve body

alignment, for more strength and elegance in her overall dancing. And we

didn't have to drive to Boston!!”

From a staff member:

“The staff provide excellent service, compassion, attentiveness,

cheerfulness; it rubs off on you and it makes it that much easier for me to

provide care in the same way.”

Rehabilitation Services

Breast Health

Nurse Navigation, a dedicated and experienced team and over 80% growth in

clinic visits and surgical case volumes. “The care that they gave me, starting with my pre-op, was excellent. I literally

got the best care I think I've had ever in a hospital there.”

Welcomed two additional Lahey Clinic

providers.

Maintain a reputation for skilled,

compassionate care.

“All my visits to the urology department have been

great experiences - I would recommend both

Parkland and the doctor to others”.

Urology

Outpatient Renovation Projects. Focused on ED front-end process; improved door to greet times in the Emergency Department with 100% bedside registration. Express Registration – Patient and employee satisfaction by focusing on streamlining the pre-registration process for scheduled patients.

Patient Access

“Whenever I or anyone of my family

members go to Parkland Medical

Center the treatment, and care is

exceptional. The staff is highly

experienced, their attitude is a positive

one. Parkland Medical Center always

smells, and looks clean. We would

not change anything.”

Meditech 5.6.7 upgrade

Salem Imaging transition to Parkland

Radiology

Physician WiFi calling as an alternate to cell

boosting

Physician and provider onboarding support.

Responded to countless HELP ME calls!

IT&S Services

Center for Emotional Wellness

Opened 14 bed adult unit that exceeded volume and growth predictions and

became one of the top BH units in HCA for patient satisfaction.

Introduced Trauma Informed Care approach to the rest of us, decreasing

restraint use in the ED, with ZERO episodes of restraint or seclusion in BHU.

“I had a wonderful experience; excellent care.

Thank you for giving me my life back.”

Elbow to elbow physician and provider

support that surpasses that of any other

hospital.

11 new Meditech Super Users

Parkland’s physicians and providers

consistently rank first or second for orders

entered in CPOE in the Division. That

translates to safer care.

Clinical Informatics

Support growing Ortho and Spine Service Lines. Provide imaging support for new outpatient practice in Nutfield. Solved the issues of downtimes with mobile CT during preventative maintenance. Cross Trained staff across modalities for speed, service and excellence. Improved Radiologist ED turn around times. Maintain American College of Radiology’s Nuclear Medicine and Ultrasound accreditations. Achieved ACR Lung Screening Site Designation.

Imaging

Melissa Young receives Bachelors in Science

with CT concentration

Keith, Tammy, Chad, Mike, Carolyn, Terry,

Peter and Coral recently named in Press-

Ganey patient comments.

Leadership by Dee, Erin and Jill!

Teaming up with Salem Imaging

Imaging

Case Management Dashboard Management of length of stay: at or above budget each month. Director of the Case Management Team is POLST certified. Co-pay Assistance to reduce patient pharmaceutical costs. Streamlining Patient Choice tool for patients and families.

Case Management

Patient Ambassador program for service and

satisfaction of patients and nurses

Increased Patient Satisfaction – raising overall

HCAHPS Top Box Score from 35-39% and

moving all units to yellow or green

Collected over 500lbs of food for Derry food

pantry

Outreach to the community through Transitions

Care Team and Healthy Aging Service Line

Food & Nutrition

N Top Box Rank

ICU 4 50.00% 74

IM 15 46.70% 65

IM2 28 42.90% 51

LDU 3 0.00% 1

MED 27 22.20% 1

POS 8 75.00% 98

Total 86 39.50% 38

2016 Q1

Women

&

Children’s

Created a culture and a unit to embrace teamwork and the post

operative care of elective Ortho, Spine, Gynecology and Breast

Health cases: The Surgical Specialty Unit.

Welcomed 13 staff and 1 additional OB provider to WCS

services.

Launched team based simulation program for staff, students and

providers.

Successfully decreased use and waste of betadine on the unit for

procedures as part of Green Hospital initiative

Women and Children’s

Achieved perfect inspection by NH Board of Pharmacy for

hospital, Derry and Salem Oncology and Urgent Care

locations.

Pyxis Optimization program decreased stock-outs to less

than 1%; Increased pharmacy scanning to >99%; with ED

leadership and staff, decreased overrides to less than 1%

Completed renovations to IV rooms to achieve USP 797 and

USP 800 standards.

Clinical Pharmacist Workflow/Vigilanz implementation;

provides real-time alerts to pharmacists on drug therapy, lab,

vitals and other clinical data to prevent adverse medication

events.

Pharmacy

Improved ED throughout and satisfaction through focus on front-end process,

decreasing ED wait times, team huddles and keeping patient and families

informed.

Overall rating of ED Care 71.5% and likelihood of recommending 78.4%:

highest ratings on record.

Certified 80% of ED Staff in CPI and Trauma Informed Care with resulting

decrease in ED Restraint Use and Safety Event Debriefing.

Increased Sepsis Core Measure bundle compliance to

reduce sepsis related morbidity and mortality

Maintained Primary Comprehensive Stroke Center

and Chest Pain Center accreditations.

Emergency Services

Launched Department Open Houses with GO RED

celebration February 2016

Community Events: Derry Fest, Salem Fest, Derry

Fire Open House, etc.

Operation Warm: Fundraising to purchase more than

100 coats and snow gear for Derry School kids

Started support groups for patients with device

implants, cardiac rehab, secondary prevention

Dr. Graff – winner of Parkland’s physician FRIST

award

Cardiology

“Since the great staff at Parkland took care of me during my heart attack in November 2014 and subsequent visits to your facility, I can not fully express my appreciation for the care and thoughtfulness of all the staff, but especially the nursing staff in the cardiology department. This recent follow up Dr. Cohen was efficient and pleasant. All the staff I dealt were professional and caring.”

Met goal of >75% of transfusions

performed at <8 g/dL of hemoglobin

CAP accreditations for Salem Oncology

and Salem Urgent Care Labs – Fall 2015

Overall Employee engagement increased

by 12% over 2014

Laboratory Services

Earned an ‘A’ Grade for Patient Safety in Leapfrog’s

Fall 2015 Hospital Safety Score.

Joint Commission Top Performer on

Key Quality Measures for 2014 with the most top

performing measure sets in NH.

Maintained house wide continuous readiness for QRS,

Joint Commission mid-cycle and Behavioral Health

Accreditations; Reaccreditation of Primary Stroke and

Chest Pain Centers.

Established Patient Safety Organization, Patient and

Family Advisory Council; over 70% of staff took the

Patient Safety Culture Survey.

Quality and Risk

“Yes. Parkland Hospital has one of the best nursing staffs that I

have ever seen and I would have no compunctions about

returning if need be; that's all.”

American Association for Respiratory Care’s

Quality Respiratory Care Recognition 2015-

2016.

Partnered with Pharmacy Department in

“All nebulizer strategy” to reduce

medication costs.

100% Employee Engagement survey

participation; Overall Engagement increased

16% over 2014!

Respiratory Therapy

Provided pre-employment physicals and

work-related injury management to local

police and fire department personnel.

Support Portsmouth Regional Hospital

Bariatric Program with local Nurse

Practioner

Working with Parkland Medical Center

department leaders and staff to keep

employees healthy and to minimize lost

time.

Occupational Health

Over 90% of staff participated

in the 2015 Employee

Engagement Survey!!

Thanks to each and every one of our staff!