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Caring Headlines — May 7, 2015 Jeanette Ives Erickson (Continued) Headlines CaringMay 7, 2015 Rolling out the red carpet for the SServiceervice EExcellencexcellence AAwardswards See story on page 6 Staff of the Ambulatory Practice of the Future make their way down the red carpet to accept award for achieving highest rating in provider explain and staff courtesy. The newsletter for PPatientatient CCareare SServiceservices Massachusetts General Hospital Jeanette Ives Erickson TThehe JJointoint CCommissionommission vvisitisit survey characterized by a mutual desire to improve patient care t’s one thing to practice Excellence Every Day. It’s another to be able to articulate your practice in a way that conveys your knowl- edge, skill, and compassion. And it’s some- Staff throughout thing else entirely to describe your practice to Joint Commission surveyors who are here MGH articulated to assess our ability to provide high-quality care in a safe, clean environment. But that’s their practice to exactly what staff throughout MGH did the week of IApril 20th when a team of hospital and lab survey- Jeanette Ives Erickson, RN, senior vice president for Patient Care and chief nurse Joint Commission ors arrived for our triennial Joint Commission sur- vey. I was so proud as I witnessed fi rst-hand and one occasion identifying an MGH system or process surveyors... I heard reports of how eagerly and passionately staff as a best practice, suggesting we publish it in the was so proud showcased their practice. Joint Commission’s on-line library for other hospi- Surveyors visited numerous inpatient units on tals to see. as I witnessed the main campus as well as the Cath Lab, operating Perhaps the best way to appreciate the survey- rooms, the Emergency Department, Pediatric Hema- ors’ assessment of the MGH environment is through fi rst-hand and tology/Oncology, Internal Medicine Associates, and their own words. These are just some of the com- satellite locations, including, Mass General/North ments we heard: Life safety specialist, Lanny Wier, heard reports of Shore Center for Outpatient Care in Danvers, MGH observed, “Your employees really know the fi re pro- Charlestown, the Revere HealthCare Center, and cedures cold. Your buildings are exceptionally well- how eagerly and other locations. They conducted individual patient maintained. Everywhere I went was incredibly tracers, reviewed our environment of care, and assessed clean.” passionately staff our practices in medication-management, infection- Surveyor, Mark Williams, RN, commented, prevention, data-management, emergency manage- “There was no need to complete an infection-con- showcased their ment, severe weather readiness, and so much more. trol tracer because during my observations, I saw Throughout all practice settings and disciplines, perfect adherence to isolation precaution practices practice. surveyors saw dedication to excellence and a com- including the identifi cation of patients, readily mitment to ongoing learning and improvement. available personal protective equipment, and cor- They were generous with their praise, on more than rect use of that equipment by all staff.” Mr. Williams continued on next page Page 2 — Caring Headlines — May 7, 2015 Jeanette Ives Erickson (continued) went on to say, “Your nurses are the best. I was a It would be inconceivable for a hospital of our size critical care nurse at the Cleveland Clinic. We and complexity not to have some areas where im- took care of very sick patients there, but not to provement is warranted. And indeed, surveyors did Overall, the the magnitude I’ve seen here this week at MGH.” identify a number of issues, which we’ve grouped in four Said surveyor, Kathleen Ostrowski, RN, “Your broad categories: Joint Commission clinical tracer program focusing on National • Record of care (medical record documentation) Patient Safety Goals is remarkable. It’s very un- • Environment of care visit was thorough, usual for a large academic medical center not to • Infection control receive fi ndings in this area.” • Laboratory quality systems assessment informative, and Surveyor, Rosemarie Pierce, RN, shared, “Mass- Many of the fi ndings were minor; some have already achusetts General Hospital has shown that it is been corrected; others will be addressed in the coming extremely positive; committed to becoming a high-reliability organi- weeks. We’re in the process of clarifying and fi nalizing zation. Your entire workforce welcomed our sug- all fi ndings and will work within the allotted time frame it was the most gestions with enthusiasm.” And, “Your behavioral to develop and implement corrective action plans. health program is the best I’ve ever seen. Patients I think our colleague, John Belknap, director of collaborative are treated with dignity and respect. Best in the Compliance, put it best when he said, “This Joint nation.” Commission survey was successful, not because of the Joint Commission Overall, the Joint Commission visit was thor- complimentary comments we heard from surveyors, experience of my ough, informative, and extremely positive; it was but because of the great insights they shared about the most collaborative Joint Commission experi- how we can improve practices in some areas. I know entire career. I ence of my entire career. I was happy to see a con- we’ll take that feedback and use it to make the excel- structive, respectful exchange of ideas with in- lent care we provide even better.” was happy to see stances where we learned from them and instances Over and above participating in a rigorous accredi- where they learned from us — exactly what an ac- tation process, the Joint Commission survey was a a constructive, creditation survey should be. They were impressed valuable learning experience. It was overwhelming with our knowledge of and adherence to National validation of our Excellence Every Day philosophy and respectful exchange Patient Safety Goals, blood transfusion practices, a reminder of why I’m so grateful to work with the best plan of care, PRN pain model, inter-disciplinary clinicians, support staff, and administrators in the of ideas with team approach, and most importantly, the fact world. Thank-you for your service to our patients and that our care is driven by ‘knowing’ the patient. families. instances where we learned from them and instances where In this Issue they learned from Service Excellence Awards........................................1 The Molly Catherine Tramontana Award ........10 us — exactly what Jeanette Ives Erickson ............................................ 2-3 Fielding the Issues ..........................................................11 • The Joint Commission Visit Hospital Survey on Patient Safety an accreditation • Clinical Recognition Program ............................ 4-5 Professional Achievements ............................12-13 survey should be. • Review Board Presentation Announcements .............................................................14 Service Excellence Awards................................. 6-7 Timilty Science Fair .......................................................15 Clinical Narrative ..................................................... 8-9 • Casandra McIntyre, RN HCAHPS ............................................................................16 (Cover photo by Brian Wilson; photo on page 8 by Wally Reeves) May 7, 2015 — Caring Headlines — Page 3 Clinical Recognition Program CClinicallinical RRecognitionecognition RRevieweview BBoardoard PPresentationresentation — by Christine McCarthy, RN, staff nurse, and Ann Jampel, PT, clinical education coordinator hey seemed really nice,” said nized as advanced clinicians and clinical scholars. one clinician after the April Co-chairs of the Review Board, Ann Jampel, PT, 1, 2015, presentation of, “Be clinical education coordinator for Physical Therapy, Not Afraid of the Clinical and Christine McCarthy, RN, medical staff nurse, Recognition Program Review were joined by other members of the Review Board Board.” That same clinician to discuss the application process and offer advice had previously expressed trep- on how to develop a portfolio that truly refl ects the idation at the prospect of ap- applicant’s level of practice. pearing before the Review Board as part of the Clin- Some of the questions asked were: ‘‘‘T‘Tical Recognition Program (CRP) review process. What is the role of the Review Board? The presentation and discussion that followed were The Review Board is a multi-disciplinary board an opportunity for members of the Review Board to charged with making decisions about clinical recog- explain their role in reviewing portfolios, interview- nition. They do this through an in-depth process of ing candidates, and deciding who should be recog- continued on next page Co-chair of the Clinical Recognition Program Review Board, Christine McCarthy, RN (far right), with members of the Review Board (l-r): Brenda Pignone, RN; Barbara Cashavelly, RN; Joy Williams, RN; Lisa Scheck, LICSW; Julie Cronin, RN; and Carolyn LaVita, RRT. Page 4 — Caring Headlines — May 7, 2015 Clinical Recognition Program (continued) reviewing portfolios and evaluating them against estab- Whom should I ask for letters of support? lished criteria; interviewing applicants; and discussing Ask someone with whom you work who knows your information in an attempt to fully understand the clini- practice. And when you ask, be specifi c about what cian’s level of practice. you want them to talk about. For example, Would you Does the Review Board return my portfolio if it’s not at the write about my care of Mr G?”
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