General Orientation Handbook 2019
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GENERAL ORIENTATION HANDBOOK 2019 -Table of Contents- UPMC Horizon: Organizational Review • Business Unit Mission/Vision/Values • AIDET Plus the Promise • UPMC Horizon Senior Leadership Team Organizational Goals Ethics & Code of Conduct • Human Resources Performance Management License/Certification/Registration & Required Clearances (if applicable) Orientation Period Drug Free Workplace Clean Air/Smoke Free Attendance Guidelines Corrective Action & Discharge Grievance Policy Harassment Employee Rights Equal Employment & Non-Discrimination Fair Labor Standard Act LifeSolutions • Employee Health/MyHealth@ Work Worker’s Compensation Work Related Injuries/Illness Environment of Care • Safety Management Safety Officer Safety Management Plan • Security Management Reporting Security Issues Door Access/Sensitive Areas Workplace Violence • Fire Safety & Response/Life Safety • Medical Equipment/Electrical Safety Safe Medical Device Act • Utility Systems • Emergency Preparedness/Disaster Management Code/Condition Definitions • Hazardous Materials/Waste Management Spill Response • Radiation Safety Infection Prevention & Control • OSHA Bloodborne Pathogens • Employee Health Services • Tuberculosis • Hand Hygiene • PPE/Standard & Isolation Precautions Patient Rights and Safety • Reporting Patient Incidences • MCARE • National Patient Safety Goals • Sentinel Events • Abuse & Neglect • New Born Protection/Safe Haven Program • Fall Prevention • Restraints • Privacy & Security • HIPAA/Confidentiality • Patient Rights & Responsibilities • Organizational Ethics • Customer Service Regulatory Compliance • The Joint Commission Standard • DOH • HFAP Corporate Compliance • Definition • Corporate Ethics & Compliance Program • EMTALA ULearn Modules • Privacy Awareness for Staff • Harassment-Free Workplace • Stroke Awareness • Emergency Preparedness • Patient Safety • Information Security Awareness • Infection Prevention • Environment of Care • Creating an Inclusive Workplace • Compliance & Ethics Review • FLSA for Non-exempt/exempt Employees • Bloodborne Pathogens • HRZ Specific - Urgent Conditions Response UPMC Horizon: Organizational Review Mission, Vision, Values and Performance Management Our Mission The mission of UPMC is to serve our community by providing outstanding patient care and to shape tomorrow’s health system through clinical and technological innovation, research, and education. Our Vision UPMC will lead the transformation of health care. The UPMC model well be nationally recognized for redefining health care by: • Putting our employees, patients, members, and community at the center of everything we do and creating a model that ensures that every patient gets the right care, in the right way, at the right time, every time. • Harnessing our integrated capabilities to deliver both superb state – of – the – art care to our patients and high value to our stakeholders. • Employing our partnership with the University of Pittsburgh to advance the understanding of disease, its prevention, treatment, and cure. • Fueling the development of new business globally that are consistent with our mission as an ongoing catalyst and driver of economic development for the benefit of the residents of the region. • Serving the underserved and disadvantaged and advancing excellence and innovation throughout healthcare. Our Values These values and principles guide the health system in achieving its mission and vision: QUALITY AND SAFETY We create a safe environment where quality is our guiding principle. DIGNITY & RESPECT We treat all individuals with dignity and respect. CARING & LISTENING We listen to and care for our patients, our health plan members, our fellow employees, our physicians, and our community. REPONSIBILITY & INTEGRITY We perform our work with the highest levels of responsibility and integrity. EXCELLENCE & INNOVATION We think creatively and build excellence into everything we do. AIDET Plus the Promise AIDET Plus the Promise is a framework to help you better communicate with our patients and their families. AIDET Plus the Promise allows us to live our values in every interaction. Q: What is AIDET Plus the Promise? A: AIDET Plus the Promise is a communication framework that helps us live our values in every interaction and create a better UPMC Experience for our patients, their families, and each other. It’s not a script, but a set of key ideas to help you navigate any interaction. By telling our patients what they need to know in the moment, we can ease our patients’ anxiety and help them feel like they are a part of their care, a combination that leads to improved clinical outcomes. Q: What does AIDET stand for? A: AIDET stands for: • Acknowledge • Introduce • Duration • Explanation • Thank AIDET is used in conjunction with The Promise, or a declaration of commitment to providing safe and high-quality care. Q: How does AIDET Plus the Promise relate to CARE+? A: AIDET Plus the Promise and CARE+ are closely related and can be used in any customer interaction. However, AIDET Plus the Promise should be especially used in a hospital or clinical setting. Q: Who does AIDET Plus the Promise apply to? A: Everyone can take advantage of the AIDET Plus the Promise framework, but staff in a hospital or clinical setting should especially use these principles. Q: AIDET Plus the Promise seems too prescriptive to help me in my job. How can I modify it to fit my situation? A: One of the good things about AIDET Plus the Promise is that it is adaptable to almost any situation. It is not scripting, it’s a framework to help you use key words at key times. The elements of AIDET Plus the Promise can be used individually, in any order or combination, at any time. When thinking about how you can use AIDET Plus the Promise in your work, ask yourself the following questions: • Acknowledge: How can you recognize the other person’s presence in a way that shows Dignity & Respect? • Introduce: How can you introduce yourself to build trust and a connection with the person? • Duration: Can you give an estimate about how long something will take? • Explanation: Is there anything the other person might need clarity on? Is there something you’re doing that you can explain? • Thank: How can you show gratitude to this person for allowing you to help them? • The Promise: What service commitment can you make to this person? Remember that how you say something is just as important as what you say. Show the other person through non-verbal cues like body language that you’re actively listening to them. Q: I’m new to UPMC and don’t have a lot of experience. How can I introduce myself in a way that instills confidence in the patient? A: If you don’t have many years of experience, tell the patient about the total years of experience your team has. Manage up your team by telling the patient how you all work together to provide excellent care. If you have any special certifications, tell the person about them. Q: How can I acknowledge the patient if I don’t know their name? A: If you don’t know the patient’s name, ask their care team. If their team isn’t available, ask the patient what their name is or what they preferred to be called. Q: How do you estimate how long something will take? A: When explaining the duration of a task, wait time, or procedure, base your answer around how long that task takes 80% of the time. It’s always better to estimate a longer duration and complete the task in a shorter time. For example, if you tell a patient the wait should be about 40 minutes and they only wait 30 minutes, the patient will be happy. On the other hand, if you estimate the wait will take 30 minutes and they wait 40 minutes, they’re more likely to be upset. Q: How do you use AIDET Plus the Promise in an emergency or trauma department? A: AIDET Plus the Promise is about being intentional with your communication and telling the person what they need to hear at that moment. For trauma patients or emergency situations, one person should take the lead on interacting with the patient and tell them only what is necessary in that moment. Here is an example of how to use AIDET Plus the Promise in an emergency or trauma scenario: • “Mr. Smith, my name is Mary and I’m one of your nurses. We’re going to stabilize you and then I’ll explain what’s next with your care. We’re going to take good care of you.” o Acknowledge: “Mr. Smith” o Introduce: “My name is Mary and I’m one of your nurses.” o Explain: “We’re going to stabilize you, and then I’ll explain what’s next with your care.” o The Promise: “We’re going to take good care of you.” Q: Where can I find more information about AIDET Plus the Promise? A: Search “AIDET” on Infonet for more information. UPMC Horizon Senior Leadership Team Ethics and Code of Conduct Our Ethics Through its leadership and excellence, UPMC contributes to the health care industry, acts as a vital resource to the communities it serves, and touches the lives of residents of western Pennsylvania and beyond. UPMC is built on a foundation of honesty and integrity. Every day, the decisions and actions of UPMC personnel impact patients, communities, and the health care industry. Therefore, it is the obligation of every staff member, physician, and faculty member to act honorably and appropriately as a representative of UPMC. To that end, UPMC has developed comprehensive policies that support its business records, political matters, and lobbying and protection of patient, staff, and business information – promote corporate values and compliance with the laws and support UPMC’s ongoing commitment to always conduct business in an honest and responsible way. UPMC promotes a culture that encourages ethical conduct as well as compliance with the law. Our Code of Conduct UPMC’s Code of Conduct governs the actions of individuals employed by or associated with UPMC and its affiliates. The Code’s written guidelines, which are based on UPMC’s mission, vision, values, and ethics, outline how people must conduct themselves when providing any service on behalf of UPMC.