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Self Learning PacketSelf Learning Packet

20132013

“Discovery”

Self Learning Packet ObjectivesThis self learning packet will discuss AtlantiCare’s: Strategy Map Quality Improvement Process Essential Work Requirements (EWRs)

  Upon completion of this course, you should be able to:• Describe AtlantiCare’s Mission, Vision, Strategy, and Key Services.• Demonstrate AtlantiCare’s Values and Customer Service Standards.• Give examples of AtlantiCare’s 5 Strategic Objectives (The 5 Bs).• Understand and use AtlantiCare’s Quality Improvement Process.• Understand your responsibility in keeping your EWRs current.• Understand AtlantiCare’s commitment to the safety and well-being of our

employees and customers through specific policies and procedures to ensure the safest possible environment.• Take the post-assessment for this course.

·Employee Engagement

·Customer Experience Index

·Operating Margin

KEEPING ATLANTICARE FIRST

·Patients Cared for by Our Physician Network

·Re-admission Rate

What does the Strategy Map tell us?

Starting at the bottom of the map, our mission is to deliver health and healing to all people through trusting relationships. This is done by living our values of safety, teamwork, integrity, respect and service (STIRS). By assuring all members of the AtlantiCare family act on our values, we are able to focus on the performance excellence commitments of our “5 Bs”. These include Best People and Workplace, Best Customer Service, Best Quality, Best Growth, and Best Financial Performance. Our attention to these details will move us closer to our vision of building healthy communities.

Consider how your work will contribute to these commitments.

AtlantiCare’s ValuesOur ValuesAtlantiCare has a set of values that guide our actions and behaviors. SafetySafety is our top priority.

TeamworkWe work together to achieve our goals.

IntegrityOur behaviors consistently reflect the highest ethical standards.  RespectWe treat each individual with dignity and compassion. ServiceWe create loyalty by delighting those we serve.

Health Care DeliveryHealth Engagement

Health Information

Corporate Organization

AtlantiCare

AtlantiCare Health Services

AtlantiCare Behavioral

Health

AtlantiCare Regional Medical Center

AIT – AtlantiCare Information

Technology

AtlantiCare Foundation

AtlantiCare Home Care

AtlantiCare Surgery

Center LLC

AtlantiCare Health

Engagement

AtlantiCare Cape May

Surgery Center

South Jersey

Oncology Property

LLC

AMI/AtlantiCare

Imaging

Rev 09.12

AtlantiCare Heath Solutions

AtlantiCare Regional Health Services

AtlantiCare Physician

Group

AtlantiCare Overview

As the region’s largest healthcare organization and largest non-casino employer, AtlantiCare’s 5,000 employees serve the community at over 65 locations.

AtlantiCare and its business units are governed by boards comprised of 70 volunteer community leaders.

AtlantiCare is not-for-profit, focusing on health and wellness in the community.

Quality Measures and Organizational Commitments

How we benchmark and assess ourselves against outside measurements Malcolm Baldrige National Quality Award (2009 recipient) Magnet Status Medicaid / Medicare (#7 in the nation)

AtlantiCare’s Deployment Model for New Processes

PlanEstablish a sense of urgency

Identify timeline and measures

Create & communicate the vision

DesignIdentify best in class processes

Involve stakeholders

Validate process design w/ impacted areas

Communicate change

MeasureCollect and display data in a useful format

Create linkages to other existing processes

Recognize and reward early adopters

Assess PerformanceAnalyze results

Prioritize opportunities

ImproveUse the PDCA Model for improvement

Quality Improvement ProcessIn line with our Strategic Objective of Best Quality, AtlantiCare constantly strives to improve how we do what we do.  We regularly look for ways to save money, reduce waste, increase our customer service, and improve clinical outcomes etc.  We consistently evaluate our performance measurement system for opportunities to improve while remaining flexible to change. The PDCA Cycle We understand that improvement does not happen by accident.  That is why we use the PDCA cycle as part of our Quality Improvement Process.  The PDCA Cycle emphasizes and demonstrates that improvement must begin with careful planning, followed by specific action and coordinated follow-up.

AtlantiCare’s Deployment Model For Existing Processes

PlanCreate a work team

Identify improvement needed

Produce possible solutions

DoEducate

Small tests of change

Pilot

Communicate

CheckRe-measure & analyze results

Identify barriers to success

Discuss with stakeholders

ActSolve for barriers

Hardwire improvements

Share best practices

Exceeding Customer Expectations

Excellent customer service is the ability of an organization to constantly and consistently exceed customer’s expectations

Internal & External Customers

Customers may be calledPatient – medical services

Client – behavioral health services

Member – LifeCenter services

Parents or children – AtlantiCare Kids

Providers (Physicians, Clinicians etc.)

Co-worker – in our department and across the system

Internal & External Customers

All customers have the same expectations for service excellence

Professionalism

Responsiveness

Courtesy

Respect

Kindness

Compassion

Customer Loyalty …

… is greatly impacted by how PEOPLE facilitate the PROCESSES to deliver PRODUCTS to the customer.

… is built when PEOPLE make emotional connections while facilitating the PROCESSES to deliver PRODUCTS to the customer.

…is driven by the customer’s experience with PEOPLE, PRODUCTS and PROCESSES.

Key Differences

view AtlantiCare as a partner.

willingly refer other customers to AtlantiCare.

Loyal Customers

view AtlantiCare as a commodity.

may refer other customers to our competitors.

Satisfied Customers

Perception

Referrals

Customer Experience Standards

Determine how we deliver our serviceGuide the way we should act when we are providing service Support our mission, vision, values and the Five Bs of our Performance Excellence Commitments Should be incorporated into all we do

I will say “please and thank you” in all customer / co-worker interactions.

Greetings and closing set the stage for first and last impressions

Customers like to feel appreciated.

This standard relates to our value of Respect.

I will say “is there anything else I can assist you with today” at the end of customer/co-worker conversations.

We must be committed to listening attentively to our customers to fully understand their needs.

This standard supports our organizational values of Teamwork, Respect and Service.

I will always identify myself, my department and say “may I help you” when answering the phone.

Our communication, whether in face-to-face or over the phone needs to be delivered with courtesy, clarity and care.

This standard reflects to our values of Respect and Service.

I will always wear my name badge in a visible location.

Our appearance represents AtlantiCare.

Customers what to know who we are, what our role is and they can trust us as AtlantiCare employees.

This standard supports our organizational values of Safety, Teamwork, Respect and Service.

I will always make eye contact, smile and address others who are near me.

Greeting people; customers and co-workers alike, will help make them feel welcome and important.

This standard reflects to our values of Teamwork, Respect and Service.

First Impression

You only get ONE chance to make a first impression.

3 Vs of Perception

Visual- 55%This is what people or customers view about you or your business: clothes, neatness, hair, posture, calm and organized

Vocal- 38%This is the tone of your voice, pitch of voice, volume, rate, pauses, emphasis and emotion.

Verbal- 7%What we say, words we use and choose, phrasing and language.

Body Language is Very Important

More than 90% of all communication includes nonverbal behaviors (voice or body language). Individuals pay close attention to evaluating nonverbal communication. Verbal and Nonverbal communication must match The way we carry ourselves can greatly impact the first impression that a customer has of us.

AIDET Reduces Patient Anxiety

AtlantiCare encourages our employees to consider the role anxiety plays in patient care and customer service. AIDET is a tool we use to minimize patient or customer anxiety regarding a service they are about to receive, whether it is an invasive medical procedure or a more simple, non-invasive test.

AIDET Process Acknowledge the customer using their name, and ask

what else you can do for them. Introduce yourself and explain your role and expertise. If

other departments or staff are involved, “talk up” their expertise.

Duration – explain how long the wait will be, as well as the duration of the procedure itself and turn-around time for results.

Explain the process thoroughly and ask what questions they have about it. Leave your phone number for them.

Thank the customer and their family for choosing AtlantiCare, for their support of the care we provided, and for their cooperation and communication.

Key Words at Key Times • Help patients, families

and visitors “connect the dots”

• Align our words with our actions to give a consistent experience and message.

• Use everyday opportunities to maximize our potential for improving clinical outcomes while generating customer loyalty.

Key Words at Key Times are the variables we plug into the AIDET formula to make our words both efficient and impactful. By taking advantage of everyday opportunities to communicate with intent, we maximize our potential for improving clinical outcomes while generating customer loyalty.

Key Words at Key Times

• “I am committed to helping you keep your pain under control. How is your pain today?”

• “I’m closing the curtain for your privacy.”• “For your safety, it is important that I verify

your name and birth date and review your arm band before beginning this procedure.”

• “I want to make sure you are very satisfied with the cleanliness of your room. Have I missed anything?”

Managing Up Co-workers and DepartmentsSpeaking positively about coworkers, reduces

patients’ anxiety about their next provider of care and puts them more at ease with the coordination of their care because it suggests strong teamwork among providers. “Hello Mrs. Woldow. I will be your physician today. I see that Mary is your nurse. We will be working together to make sure that we deliver excellent care. I have worked with her for almost 10 years. Mary and I will take excellent care of you during your stay with us at ARMC”

Managing up also gives your co-workers a head start in winning the confidence and trust of the patient. If the patient trusts you, they will value your opinions regarding other providers. Here are some examples of managing up a coworker or department at the hospital.“Hello Mrs. Woldow. I have ordered a CT today. Our radiology department has state of the art technology and highly skilled staff . They are aware you are coming to their department and will take good care of you during your procedure.”

Managing Up Co-workers and Departments

When we make a mistake…Service Recovery Steps

Listen to their concern without interrupting them. Ask questions for clarification and to assure you understand their situation.

Recognize & Respond by rephrasing what is concerning them about the service they received.

Apologize no matter who is at fault, and never place blame. Ask what we can do to make the situation right

Correct the Failure - Brainstorm ideas with them, and select one that is appropriate and reach agreement

Appreciate the customer by telling them that their honesty in bringing the issue forward gave us the opportunity to fix a failure

We measure to be sure our behaviors match our goals

Surveys: Customer Satisfaction Surveys across the system

Focus groups

Community surveys

What We Know……What We Know……

The HCAHPS survey is how CMS measures the Quality around a patient’s experience

The Survey is based on a ‘Frequency’ scale;

Always, Usually, Sometimes and Never Only ‘Always’ answers score points; we do not receive

credit for any other answers Survey results are used to calculate a portion of our

reimbursement from CMS.

1. Communication with Nurses

2. Communication with Doctors

3. Responsiveness of Hospital Staff

4. Pain Management

5. Communication About Medications

6. Discharge Information

7. Hospital Environment (cleanliness and quietness)

8. Overall Rating of Hospital

HCAHPSHCAHPS Measurements Measurements

Corporate and Privacy Compliance

Management of Information

Corporate and Privacy Compliance

Provides AtlantiCare with system –wide services with authority to act with respect to all entities, subsidiaries and cost centers.

Responsibilities require unlimited and unrestricted access to all data during audit and investigation.

Continuous assessments of the effectiveness of AtlantiCare’s compliance and internal control environment.

Corporate Compliance – independent support function of AtlantiCare reporting directly to the Board and administratively to Corporate Counsel.

Privacy Compliance – AtlantiCare HIPAA compliance reporting directly to Corporate Counsel.

Prevalent Laws and RegulationsDeficit Reduction Act (DRA) of 2005.* Mandates that employees and agents be educated about the:

NJ Conscientious Employee Protection Act (CEPA)

Federal False Claims Act

Federal Program Fraud Civil Remedies Act of 1986

NJ Medical Assistance and Health Services Act

State false claims legislation

NJ Conscientious Employee Protection Act (CEPA)

Whistleblower Act

Prohibits an employer from taking any retaliatory action against an employee because the employee discloses an activity that the employee reasonably believes is in violation of a law or regulation or constitutes improper quality of patient care.

* Policy distributed

HIPAA - Health Insurance Portability and Accountability Act of 1996

Establishes standards for the transmission and usage of health care information.

Laws and Regulations

Administrative Simplification

• administrative & financial data

• electronic formats, code sets and identifiers

Privacy

Security

Corporate Compliance and HIPAA Governance

Mandated by federal, state and local agencies.

OIG / OCR / IRS

CMS / EEOC / FDA

NJDOH / JCAHO

Penalties for non-compliance are significant.

Civil and criminal penalties for the organization and possibly individuals inside the organization, resulting in fines, possible termination, and prison time.

Possible exclusion from Medicaid and Medicare programs.

Mandatory Compliance

Obey all laws and regulations governing business conduct.

Be honest, fair, and trustworthy in all activities and relationships.

Avoid all conflicts between business and personal affairs.

Strive to be a role model for ethical conduct.

Strive to create a safe workplace .

Do not use AtlantiCare property/systems for personal use.

Protect the intellectual property of AtlantiCare and its vendors.

Audits are routine and ongoing, no expectation of privacy

Conflicts of Interest

Not participate in any activity that conflicts or appears to conflict with your responsibilities to AtlantiCare.

A conflict of interest occurs if the activities or personal interests appear to or directly influence the business or professional decisions required by the employee.

For example, an employee (or a family member, relative) should not:

• receive a financial benefit from any decision or action he/she takes;

• have a financial interest in an organization that does business or is seeking to do business with AtlantiCare;

• accept or solicit gifts or entertainment or receive special discounts for the purchase of items or services for personal use from any outside organization or individual;

• make a decision that results in an improper or illegal gain for the employee or a third party or is harmful to the interests of AtlantiCare.

Information is Protected Maintain confidentiality of all protected health information

electronically paper verbally

Properly dispose of confidential information (paper, disk/electronic).

Access information on a minimum necessary /need to know level for job performance.

System access – keep user names and passwords confidential.

Security measures are in place protecting our network and information systems.

Report suspicious email messages to InfoShare Customer Service Help Desk.

Patient Care

Ensure competency of staff. All licenses are kept current.

Treat all patients equally in the provision of care.

Ensure all patients receive appropriate care within the scope of AtlantiCare.

NOT deny admission/testing for non-elective services based on ability to pay.

Maintain complete and accurate records of care provided.

Obtain informed, written consent prior to providing care.

Properly dispose of medical waste and hazardous materials.

Potential Violationsof Corporate or HIPAA Compliance

Refer to the Guidelines for Reporting Compliance /Privacy Complaints/Concerns Policy

Compliance/Privacy Phone Line (609 - 407 -7788 or internally 4-7788) or online www.MyComplianceReport.com

All are documented and investigated

Corporate Compliance Director / Corporate Legal - all Corporate Compliance concerns

Chief Privacy Officer / Corporate Legal – all HIPAA concerns

Strict confidentiality protections are in place

Your ResponsibilitiesAt AtlantiCare, everyone must comply

Laws, regulatory and accreditation requirements

AtlantiCare’s Policy and Procedures

• Are on the Intranet for your review *

• Leadership / Compliance / Management of Information

Understanding your rights and responsibilities is the best way to safeguard our patients and customers, ourselves and our organization.

Harassment Free WorkplaceHarassment Free Workplace In line with our Strategic Objective of Best People / Best Workplace, AtlantiCare is a Harassment Free Workplace.  As an organization, we prohibit harassment based on any of the following:

• Race • Creed • Color • National origin • Age • Ancestry • Gender • Citizenship status • Sexual orientation • Handicap or disability  

We also prohibit sexual harassment which includes behavior such as unwelcome sexual advances, request for sexual favors and other lewd conduct such as lewd talk, inappropriate jokes or suggestive comments. If you witness harassment taking place, you can file a report with your supervisor, Human Resources or any other member of AtlantiCare’s Management team.

Harassment Free Workplace

What does Harassment mean?

“To disturb, torment or pester on a persistent basis.”

The most frequent types are verbal, physical, and visual.

• It may be in the form of inappropriate verbal comments, the tossing of an object at an individual, inappropriate touching, inappropriate graphics or stereotyping behaviors.

• Excuses such as "I don’t mean to offend when I call you baby, that’s just the way I am", are not a defense for offending behavior.

What is Sexual Harassment?

Sexual harassment includes behavior such as unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature, such as name-calling, suggestive comments, or lewd talk and jokes.

Harassment Free Workplace

What is Sexual Harassment?There are two forms:

Quid Pro Quo harassment ("This for That" harassment)• This form of sexual harassment involves one party

using power over another to gain some sort of sexual advantage. (i.e. Promotional opportunities, increases, etc.)

Environmental harassment (hostile work environment)• This form of sexual harassment conduct is based on

gender and unreasonably interferes with an individual’s work performance or has the purpose or effect of creating an intimidating, hostile or offensive work environment.

Harassment Free Workplace

Safety is Our First Concern

You are required to immediately report to Human Resources any information that reasonably indicates another health care professional has demonstrated:

• Impairment• Gross incompetence, or• Unprofessional conduct

Impairment is defined as……

The condition of being unable to perform as a consequence of physical or mental unfitness.

Impairment includes… Under the influence of drugs or alcohol;

Mental or emotional illness including dementia that precludes a person from safely performing the essential functions of their job; and

Physical disability that precludes a person from safely performing the essential functions of their job

Drug and/or Alcohol Abuse“Reasonable Suspicion”

Employee appears to be under the influence of drugs/alcohol, (i.e. slurred speech, inability to walk a straight line, etc.)

Any other objective factors which raise a reasonable suspicion of alcohol or drug use.

Recurring or serious problems with job performance, attendance, or behavior where no other verifiable basis for such a problem exists.

Help is Available Human Resources can

assist those with disabilities by working our reasonable accommodations

Employee Assistance Program (EAP) can assist those with mental, emotional and substance abuse through

• Prevention• Intervention• Treatment

You can reach AtlantiCare’s

EAP by calling 1-800-260-0808

For More Information

You may use AtlantiCare’s “Starfish”, to find the policies on:

Signs of Impairment

Drug and Alcohol Free Workplace

Harassment Free Workplace

If you have any additional questions, please contact a representative from Human Resources.

Chest Pain and Heart Attacks AtlantiCare's vision of building healthy communities

applies equally to our employees as it does to our external customers.  That is just one reason why we think it is important for each of us to understand the following information about chest pain and heart attacks.  They can happen to patients, visitors, family members or co-workers at anytime or anywhere.

People typically expect a heart attack to include crushing chest pain and sudden falls to the floor like commonly seen in movies or on television.  In reality, heart attacks often begin with vague symptoms that slowly intensify with pain that may be mild and come and go.  Women tend to delay longer than men when it comes to seeking help.

Chest Pain and Heart Attacks (Symptoms) Shortness of breath which may or may not

come with chest discomfort Uncomfortable pressure, fullness, squeezing of

pain in the center of the chest that lasts a few minutes or goes away and comes back

Breaking out into a cold sweat, nausea or lightheadedness

Pain or discomfort in one or both arms, the back, the neck, the jaw or the stomach

A general feeling of impending doom

Chest Pain and Heart Attacks (continued) If you or anybody else experiences these symptoms

you should do the following: If you are in the hospital, dial '0' for the operator and tell

them that it may be a heart attack.  Ask that Security help transport the person to the Emergency Department immediately!

If you are at any place outside of the hospital call 911 and give the operator the relevant information needed to request an ambulance.

It is important to know that any delay in treatment may result in permanent damage to the person's heart tissue.  When in doubt call the emergency numbers immediately.

Chest Pain and Heart Attacks: Special Concerns for Women

Women or diabetic's signs and symptoms of a Heart Attack can be vague and non specific. They may not experience Chest pain at all. They may just experience weakness, fatigue, shortness of breath or epigastric problems such as nausea and abdominal pain.

According to the American Heart Association (AHA) Women often delay in seeking treatment for a Heart Attack. More women than men die within the first year of having a Heart

Attack. Women can be less aggressively treated medically than men following

a heart attack Women may receive less follow up care than men.

It is for these reasons that women need to be pay extra close attention to their health and how their bodies feel.

What is F-A-S-T?What is F-A-S-T? F-A-S-T is an acronym for recognizing and

responding to the symptoms of stroke. It stands for face, arms, speech and time, and

it is used as part of a campaign by the National Stroke Association to raise awareness about the impact of stroke on women.

Additional warning symptoms have been added for general public knowledge and to prepare patients and families post discharge.

Stroke Awareness:

Act F-A-S-T!

Electrical Safety

We also want to discuss the importance of electrical safety.  Electrical hazards can be avoided.  It is important that each of us is aware of potential hazards and take actions to prevent them from happening.

Fires and shocks can occur when electrical cords or outlets are damaged.  Damage to these can happen when pieces of equipment are unplugged improperly.  The following three behaviors should be performed to help prevent these events from happening:

ALWAYS unplug electrical equipment by pulling on the plug and not the cord.

Inspect each piece of equipment on a regular basis for damage to the cord or plug.

Do NOT use damaged equipment and immediately report it.

2013 Patient Safety Goals

Clinical Education

2013 National Patient Safety Goals

Improve the accuracy of patient identification

Improve the effectiveness of communication

Improve the safety of using high risk medications

2013 National Patient Safety Goals

Reduce the risk of health care associated infections

Accurately and completely reconcile medications across the continuum of care

Improve the accuracy and safety of surgeries and procedures

Identify patients at risk for suicide

Environment of Care & JCAHO Policies

Storage

Doorways

Ceiling Tiles

Sink Storage The area under a sink is

considered a soiled environment

The following can NOT be stored under sinks:Anything wearable

Anything ingestible

Anything used for treatment

Only cleaning supplies can be stored under sinks

O2 Tank Storage

Unsecured O2 bottles can fall over & start a fire

Must be securedIn a rack

Behind a chain

In a stretcher mounted tank holder

Shelf Storage

Nothing can be stored within 18 inches of the BOTTOM of sprinkler heads

Hallway Storage

The hallways cannot be used as storage areas

Linen Carts

Linen carts must be covered at all times when not in use

Doorways Wedging a door open

In the case of a fire allows smoke & fire to spread around the building, possibly trapping and causing harm to hospital staff, patients & visitors

Prevents certain procedures from being effective

Ceiling Tiles

Wet ceiling tilesAre breeding grounds for mold

Can fall and possible hit people

If stained tiles are noticed, please contact Facilities to have them replaced

Safety & Quality of Care – Reporting Concerns

Any employee who has concerns about the safety or quality of care provided in the hospital may report these concerns to our Safety Officer, Debra Fox at 572-8310.

Safety & Quality of Care – Reporting Concerns

You may contact the New Jersey Department of Health directly with complaints:

Call 1-800-792-9770

Or by mail:

NJ Department of Health

PO Box 367 LL

Trenton, NJ 08625

You may also contact the

Joint Commission:

Call 1-800-994-6610

From 8:30 am to 5 pm

Your Role in the Event of a FireSafety is one of AtlantiCare’s organizational values.  With this in mind, we all play a very important role when it comes to keeping our work environment safe.  In the event of a fire, it would be helpful to remember the RACE acronym: 

Rescue people in immediate danger. 

Alarm (pull a fire alarm and follow other departmental procedures for reporting an emergency). 

Confine the fire by closing the appropriate doors. 

Extinguish the fire (if it is a small one) or Evacuate to a safe location.

Using a Fire Extinguisher

After taking the fire extinguisher out of it’s holder and setting it onto a flat surface, hold it by it’s neck and 

Pull the pin and break the tamper seal  

Aim the nozzle at the base of the burning object 

Squeeze the handles together releasing the extinguisher's chemicals 

Sweep the nozzle back and forth to coat the burning material.

If it is possible for you to extinguish a fire, such as a small one in a garbage can, the PASS acronym should help you remember how to properly use a fire extinguisher.

At AtlantiCare, we use the most cutting edge equipment to provide exceptional service to our customers.  One tool in our arsenal is Magnetic Resonance Imaging (MRI).  Considering the fact that this piece of equipment is essentially a very large magnet, there are some very specific safety practices that must be adhered to while being around it. 

Magnetic Resonance Imaging (MRI) Safety

Some of the safety practices are as follows:• All patients must be properly screened before entering the MRI room • All metallic equipment, including hand tools, wheelchairs, gas tanks, etc should be checked with a hand magnet before entering the MRI room • Employees that work directly with the MRI machine should know the proper procedures to follow in the event of an emergency

Safety CodesCode Red Fire

Code Blue Adult Medical Emergency

Code White Pediatric Medical Emergency

Code Amber Infant/Child Abduction

Code Yellow Bomb Threat

Code Grey Security Emergency / Patient Elopement

Code Silver Hostage Situation

Code Orange Hazmat Situation

Code Triage Disaster Situation

Code Clear Situation Has Cleared

Code Ten Community member injured on premise

Met Team Rapid response to assess patient

Recent AtlantiCare expansions

Recent additions to AtlantiCare include:• Cape May Courthouse Surgery Center• Galloway and Somers Point Urgent Care Sites• Hammonton Health Park• Multiple physician practices in tri-county area• Primary Care and Cardiology campus in

Manahawkin• Construction on Child & Adolescent Mental

Health Center in EHT• Construction on Cape May Cancer Center

AtlantiCare’s Organizational Commitment

Equitable Health Care means that every person we care for, regardless of their race, culture, spoken language, or any other differences, receive an equally respectful and quality health care experience.

CultureWe encourage an atmosphere that allows each person to:

have a sense of importance observe and experience our passion in

providing quality care actively participate in strategies to

enhance their health.

Cross Cultural ServicesWe recognize that the culture of our customer population is changing.  We also understand that disparities in healthcare delivery exist between various races.  In line with our value of Respect and our Strategic Objective of Best Community Health, AtlantiCare offers the following services to help meet the language and cultural needs of our customers: Telephonic Interpreter Services through the use of Language Line PhonesThe nurse and the patient can interact with each other by using this service.  Contracted Interpreter ServicesA translator can be requested to be physically present to assist in the transfer of information. Customer Relations can assist with interpreters at no cost to patients. Translation ServicesPatient education materials and vital consent forms can be translated.   We believe that ALL people should be treated with dignity and respect.

Best Financial Performance

Bringing together best in quality, customer service, workplace/people and community helps us enrich our profits in a not for profit organization. Our revenue is invested in the education of our employees, improvement in services and the expansion of locations within AtlantiCare. This commitment creates our financial success.

Best Financial Performance AtlantiCare is a non-profit organization and has a triple “A” bond rating.

Financially we are very strong and stable and because of this position, we were able to invest back into such projects as the new Cancer Center in Cape May County.

Understanding EMTALAThe Emergency Medical Treatment and Active Labor Act (EMTALA) is a federal law that was adopted in 1986 and was originally designed to stop hospitals from refusing to treat patients based on their ability to pay for services.  This legislation deals with various requirements around transferring patients and discharge. Here are some of the important things to know about this law:

EMTALA applies to ALL hospital employees The “Emergency Department has been expanded to included the entire

hospital as well a 250 yard perimeter around the hospital, and in hospital owned ambulances

Every patient is allowed to be screened by a physician to determine if there is an “emergency medical condition” or active labor

Before a patient is transferred, they are entitled to stabilizing treatment Documentation must be completed in the RAAMPS format before

transferring a patient

RAAMPS DocumentationRAAMPS Documentation The documentation that should go with a patient during a transfer is supposed to be in RAAMPS format.  Reason for transfer

Accompanying equipment

Acknowledgement of acceptance of patient by staff member

Method of transfer

Personnel accompanying patient

Summary of patient’s condition

This is also known as the NJ Universal Transfer Form. Failure to comply with EMTALA can lead to several serious consequences for AtlantiCare including negative attention, increased legal scrutiny, fines and possibly loss of Medicare/Medicaid eligibility.

Self Learning Packet Wrap upThe information presented in this course and much more can be found in your Employee Pocket Guide as well as on the AtlantiCare Starfish. Please be sure you take the time to complete the post-test for this course and return it to your manager.  Both pieces, viewing this course and completing the post-test, are required parts of the orientation process.  

Thank you!