In the March 13, 2017

A weekly publication for our colleagues.

We are HSHS Southern Illinois Division Our sister facilities include: HSHS Holy Family-GreenvilleHSHS St. Anthony’s-EffinghamHSHS St. Joseph’s-BreeseHSHS St. Joseph’s-Highland

Our Strategic Goals • Living Our Mission

• Quality/Care Integration

• Develop Our People

• Stewardship: Operations/Finance and Growth

Celebrate St. Patrick’s Day

The Food and Nutrition Department is preparing a special St. Patrick’s Day meal on Friday, March 17. They will be serving the traditional corn beef and cabbage for all to enjoy.

Colleagues can also play “Find the Leprechaun” game to receive a special shamrock cookie prize. Stickers are hidden on products throughout the Cafeteria.

Juts turn them into the cashier to get your prize. The game runs all day, 6:00 a.m. to 2:30 p.m.

Promise Pointers - Suggested Statement: “My Pleasure” At HSHS St. Elizabeth’s Hospital, it is truly our pleasure and our promise to offer excellent care and experiences to our patients, family members and guests. When a patient, family member or guest of the hospital says, “thank you” reply with “my pleasure” instead of “you’re welcome.” Making this small change in your response, can have a major impact in the perception of those we serve and help build positive service moments. Look for additional Promise Pointers in your pocket Service Moments Guide (received during I Promise Training), on weekly screensavers or future In The Know issues.

Participate in National Patient Safety Week Activities March 13-18

Starting Monday, all HSHS colleagues will be asked to participate in National Patient Safety Week activities. The activities are intended to raise awareness about the importance of providing our patients with the safest care possible.

Look for emails from CEO Peg Sebastian asking colleagues to complete the following assignments:

• Monday – Watch the Josie King video and read a proclamation from the HSHS Quality Committee

• Tuesday – Complete a short online quiz on common safety hazards• Wednesday – Vote to name the new HSHS Risk Management Information portal• Thursday – Submit an event that could be highlighted in a new Just Culture video• Friday – Sign a banner that commits our colleagues to making patient safety a priorityFor colleagues participating, there will be a chance to win prizes, such as $100 gift cards, a

Fitbit and logo apparel. Patient safety is everyone’s responsibility, every day of the year. National Patient Safety Week

is an opportunity to highlight our efforts around the goal of “zero harm” to our patients.

Pilot Program Starting for Registration ProcessEffective March 14, 2017, we will temporarily move Registration to the area just inside the hospital from the parking garage on the 2nd

floor. This pilot will affect patients coming in for Imaging studies, including X-ray, Ultrasound, Mammography, CT, MRI, and Vascular exams, and will also include patients coming in for lab work. If successful, the program will be implemented, which in turn, will create an improved patient care experience.to help better serve our patients. Patients will be greeted immediately by a Registration Colleague located in the window, as soon as they enter from the garage. The goal of this pilot is to provide shorter wait times for our patients, increase patient satisfaction and improve efficiencies.

CAFETERIACAFETERIASpecial Events

Proudly presented by:

Special St. Patrick’s Day Menu and Game

MARCH 17

MENU: Corn Beef and Cabbage.

FIND THE LEPRECHAUN GAME: If a customer finds a Leprechaun sticker they will receive a Shamrock cookie. Stickers are hidden on products throughout the Cafeteria.

Turn into Cashier for prize. All day from 6am to 2:30pm.

Develop Our People

RN Critical Care Fellowship Program Now Offered at St. Elizabeth’s HSHS St. Elizabeth’s Hospital is accepting applications now through April 3, 2017 for a new RN Critical Care Fellowship Program. The program is a great opportunity for Registered Nurses (RNs) with at least one year of acute care experience with a desire to work

in the Critical Care Unit (CCU) or Emergency department (ED). The opportunity is open to all RNs meeting the requirements including current hospital RNs, HSHS Southern Illinois Division RNs and the public.

“We are privileged to offer this special Critical Care Fellowship opportunity for nurses of our region,” shared Elizabeth Govero, MSN, RN, Chief Nursing Officer for St. Elizabeth’s Hospital. “The objective of the program is to attract nurses who have the desire to work in specialty care areas, but do not yet have the necessary experience.”

Participants of the program will work for one year on the Progressive Care Unit at St. Elizabeth’s Hospital to build their skills. After successful completion of the Fellowship Program, they will be eligible to transfer to specialty units including the emergency department or critical care unit. During the year-long program, the RNs will receive special classes, training and orientation to prepare them for serving patients and families in the ED or CCU. For more information about this program or to apply, visit St. Elizabeth’s Web site at www.hshscareers.jobs.

Celebrating Certified Nurses DaySt. Elizabeth’s Hospital will recognize the unique contributions of certified nurses on Certified Nurses

Day, March 19. Across the hospital and UrgiCare, there are a total of 70 colleagues who have achieved this level of certification.

“I am extremely proud to have so many certified nurses on staff at St. Elizabeth’s to apply their clinical specialty education and experience to further enhance the care of our patients,” notes Peg Sebastian, President and Chief Executive Officer of the hospital. “They make a contribution to our quality health care delivery systems and better the health of our entire region each and everyday. I thank them for being a member of our hospital family.”

Certification validates a nurse’s specialty knowledge for practice in a defined functional or clinical area of nursing. It also benefits patients and their families by confirming that the nurse caring for them has demonstrated experience, knowledge and skills in their complex specialty.

A full list of all Certified colleagues will be posted by Staff Development. Thank you to the many colleagues who continue their Unrelenting Pursuit of Excellence for our patients.

Security Reminder to Lock WorkstationsThis is a reminder that pursuant to HS-01 Device Locking and Screen Locking Policy, colleagues are

required to lock their workstations if they plan to leave or walk away from them, for any amount of time. This is not only an HSHS policy, but is also sound security practice, to ensure we are doing our best to protect the privacy of our patients and their health information.

If you have any questions, you may contact the HSHS Information Security Office at infosec@hshs.org.

Phone Scam Alert to colleagues and patientsWe have recently received word that there is a phone scam circulating in the HSHS Southern Illinois Division that we wanted

to warn everyone about. The Caller ID may identify it as St. Elizabeth’s Hospital or other HSHS facilities and has a message about lowering your hospital bill, but actually wants to talk about lowering credit card debt. Please be aware that this is not a call from any of our hospitals – it is someone who has spoofed our hospital info via phone and caller ID. As always, be cautious with phone callers soliciting information or assistance, and never give out personal info over the phone.

Some other tips to keep in mind regarding phone solicitations that have identified themselves as coming from the hospital:• If you are suspicious of the call, ask the caller for a callback number to call them back at to verify they are representing the

hospital. • Ask the caller to verify certain private information about you, such as asking them what your date of birth is or what your

date of hospital service was to be sure the person you are talking to is legitimate. Please continue to be cautious about sharing any personal information online and, if you suspect suspicious activity, always

verify or report it to the appropriate authorities.

We recognize and thank our dedicated RN colleagues in continuing their

certifications for the enhancement of skills and services to our patients.

Thank you for Celebrating with Our Sisters

Thirteen local Sisters were honored on Wednesday, March 8 as our week-long celebration of National Catholic Sisters Week continued.

The special mass in honor of the Sisters was followed by an Ice Cream Social. St. Elizabeth’s colleagues were able to mingle with the Sisters and thank them for their inspiration and dedication.

Additional message of thanks were gathered online the week prior and in writing on posters and cards at the event.

Thank you to all for celebrating the legacies and contributions of these religious women to our Franciscan health care ministry.

Reflection for the Second Week of Lent(provided by the Catholic Health Association (CHA)

Remember not against us the iniquities of the past; may your compassion embrace us. -- Psalm 79:8“Can you let this not be about you?” the pastor asked as Jane tried to explain her resistance and guilt. Evening darkened the small

office just outside the tumultuous emergency department. There had been a building collapse and Jane’s mother had been nearly crushed. Jane was the only relative, a long-alienated daughter. “But I’ve wanted to be reconciled,” she wept. “I just never had the courage to face her. Now it may be too late.”

Over several hours, the chaplain patiently encouraged Jane along a path of self-awareness, helping her realize that it was herself she needed to face. Her mother’s situation, while tragic, offered Jane a catalyst to confront the years of excuses and denials that had paralyzed her. Slowly, the hope of reconciliation washed over her.

When her mother finally stabilized, Jane leaned close to her battered face. Her mother summoned the strength to whisper, “I have never stopped loving you.” That forgiving whisper breathed a vital courage into both women. Each would survive a particular kind of death that day.

Despite our best hopes and intentions, life can collapse around us. Broken promises, unfulfilled dreams and soured relationships can litter our landscapes. We may even lose God in the rubble. This week, Isaiah offers us God’s forgiving invitation, “Come now, let us set things right,” says the Lord. “Though your sins be like scarlet, they will become white as snow.”

God will never stop loving us and longs to embrace our repentant hearts. Let us listen to and believe this whisper.

Living Our Mission

What do our patients say about us? We ask ... they tell us!The

Patient VOICEADMISSION• Best hospital in the country as far as I’m concerned. Doctor and nurses are GREAT. • From the very start to the end, I was treated with courtesy and kindness.There’s always room for improvement!• We waited 20+ min at the door then 20+ min again before we got to a triage room while I was having painful contractions.

ROOM• Was very quiet.• Nice and quiet.• Very good.There’s always room for improvement!• Didn’t clean my room.• Hallway noise.

TESTS & TREATMENTS• All techs were great.• Very skillful IV work. I thought a vein on my right hand would be difficult, but the nurse was able to get an IV started and no discomfort to me. Thanks!There’s always room for improvement!• Waited eight hours for MRI.• Long wait for transport.

FAMILY AND VISITORS• All staff very respectful of my family and visitors.• Exceptionally polite and informative.• Staff was always courteous towards family and friends.There’s always room for improvement!• Nurses didn’t ask family or wife if they needed anything. Only one did.

NURSES• All so good to me. I loved them all.• All my nurses were above excellent.• Best nurses ever.• Nurses were all awesome!There’s always room for improvement!• One nurse we had did not want to listen. • Had one bad experience, and that was from a night nurse. I think she just didn’t want to be bothered.• Sometimes it took nurse 2½ hours to finally check my blood sugar levels.

PHYSICIAN• All doctors were all very informative. Very kind.• We had excellent doctors.• Above excellent.There’s always room for improvement!• Doctor would not listen to me, my wife or family.• Doctor did not explain anything or keep us informed.

DISCHARGE• Very good at explaining everything.• Most efficient discharge that I ever witnessed.• The discharge nurse was excellent — friendly, informative, knowledgeable.There’s always room for improvement!• I was not given a discharge package the second time I was discharged!• I waited all day to go home.

PERSONAL ISSUES• I turned out to be resistant to most pain meds, but every effort was made to comfort me.• They went out of their way to help me in so many ways.• The chaplain prayed with me before surgery, and I felt very comforted. Thank you!There’s always room for improvement!• Never saw them wash hands before, but always after.• I did not get any information about what was going on until I lost my “cool” and told them I wanted to transfer to another hospital.

OVERALL ASSESSMENT• WONDERFUL• I am very impressed with your hospital• I was so happy I had chosen St. John’s. Thank you for your effort and kindness.• Admission, care during stay and discharge all top rate. Very well run hospital.• I had extremely good care during a difficult time. Not one complaint! Very caring staff.There’s always room for improvement!• Everyone seemed to be in a hurry. No real patient care.• I once waited 42 minutes for someone to answer the call button!

Inpatient Press Ganey Survey Topics | Received Dates: September 1 - 30, 2016As part of our ongoing priority to profile the Perfect Patient Experience, we will be sharing notes from the ‘voice of our customers’ - our patients - monthly in the In The Know newsletter. It will help us further understand what makes a happy patient, what leaves positive impressions on them and what areas can be improved upon.

The following items were recently shared in the Colleague Forums. Future items will be pulled from Press Ganey Survey comments, thank you cards or letters received, social media posts and more.

POSITIVE COMMENT FROM FACEBOOK

POSITIVE COMMENTS FROM WEBSITE EMAIL• I would like to thank the ER staff for the professional care they

gave us on 5 March 2017 when they saw my sister for an issue with her foot. Their caring attitude and prompt diagnosis of her problem and quick efforts to get her sent to Barnes in St. Louis is greatly appreciated. I can honestly say that we received some of the best attention and care that I can remember receiving anywhere. You have a truly blessed staff.

POSITIVE COMMENTS FROM PRESS GANEY SURVEYS• I loved the warm blanket. Told a friend, St. E.’s is the

“Chic-Fil-A” of hospitals. Everyone was so kind. Didn’t want to go home.

• I have been a patient at HSHS St. Elizabeth Hosp several times in the past ten years. I can say that the facility always treated me very nice. They were ALL courtesy and respectful.

• Dr. Chahla had a family emergency causing my procedure to be delayed three hours. Nurses went out of their way to make me and my husband comfortable during this wait. All including Dr. Chahla kept apologizing. Emergencies happen to all so I understood.

• Very attentive, knowledgeable staff, easy to talk to made my stay comfortable & pleasantly surprising. Thank you everyone!

• Dr. Saha and his entire staff are the greatest... They are all so professional and courteous nurse. Mary is the absolute best..

• I would recommend this hospital to anyone. I was impressed with *Nicole RN after the procedure. She took the time to make sure I was more comfortable and less pain. The physical therapist took the time to make sure I could use crutches correctly and was very patient with me.

THERE’S ALWAYS ROOM FOR IMPROVEMENT! The following are comments received from Press Ganey Surveys where process improvements and “I Promise” Service Moments could be used to make a better patient experience.• They did not do the surgery because they did not have all of the

paper work.• If you expect your no falls program to work you will need to

respond quicker with assistance on requests.• Signage in garage in arrival area after entering (2nd fl) did not

direct us to “GI Lab” or “endoscopy.”• Overall very good with the exception of how long it took to get

me ready for the procedure.

UPCOMING EVENTS

Now thru March 30 - National Catholic Sisters Week - Food Drive in honor of all our religious women. Collection box in Cafeteria. Non-perishable food items to benefit Catholic Urban Programs.

March 21 - TransAmerica Representative onsite. 8:30 a.m.-3:30 p.m. in the Millennium Room.

March 28 - Diabetes Alert Day. Watch for educational information from Joslin Center and our Wound Care Center.

NURSING FORUMS March 21 • 1200 and 1800March 22 • 1200March 23 • 0730

March 27 • 0730All sessions will be in the Centennial Room.

March 30 - National Doctors’ Day. Give a ‘Thank You’ to all of our dedicated physicians.

April 8 - Electronics Recycling Event. 10:00 a.m.-1:00 p.m. in the parking lot of Prairie Heart Building.

PROMOTE US!!! ‘Like’ our Facebook page and ‘Share’ our posts to show off our great services, physicians

and mission related activities. Our page: St. Elizabeth’s Hospital-HSHS

Sessions

FINAL SESSIONSThursday, March 9 • 12:00 p.m.Thursday, March 9 • 2:00 p.m.

Monday, March 13 • 6:00 p.m.

Thursday, March 16 • 6:00 p.m.

ALL COLLEAGUES ARE REQUIRED TO ATTEND AN “I PROMISE” SESSION

NOTE DATE CHANGED:

NEW DATE ADDED:

Supporting Our Community’s Health

St. Elizabeth’s Hospital continually puts Service Before Self by supporting our communities in both providing excellent health care and also supporting many educational and outreach programs to help the public better understand the importance of good health. Here’s where we’ve been recently and events that are coming up:

• 8th Annual St. Clair County Health Policy Summit, March 2

• Domestic Violence Community Seminar, March 11 - Emergency Department Case Manager Angela Libell, RN, will be on the panel discussion.

• Colorectal Cancer Awareness Month, Free Screening at PSOP, March 21

• St. Patty Senior Health Fair – March 16• Collinsville Middle School Annual Health

Fair – March 28

Rescheduled Electronics Recycling Event Coming in April

Due to bad weather a couple months ago, Mission Integrations Electronics Recycling Event was postponed. We now have a new date for the event which is Saturday, April 8 from 10:00 a.m. to 1:00 p.m. in the parking lot of the Prairie Heart Institute Building, 340 West Lincoln Street in Belleville.

We will still be accepting Christmas lights at this event so be sure to break out those broken or old strands and bring them to the event. Tons of Christmas lights are discarded each year in the U.S. and the EPA estimates that out of 3.14 tons of overall e-waste generated in the U.S. in 2013, 1.87 million tons went into landfills and incinerators.

“As a Franciscan ministry, we strive to be good stewards of the Earth and proudly offer collection events such as this to the community so that everyone can do their part to preserve the planet’s natural resource today and for future generations,” states Donna Meyers, Director of Mission Integration, Pastoral Care and Community Benefit.

SpectrumEcycle Solutions, Inc. will be managing the electronics recycling collection. For this event, unwanted Christmas lights will be accepted in addition to any electronic/electrical device that plugs in or uses a battery. Please note UNACCEPTED items include tube TVs, CRT computer monitors, light bulbs. The public can contact SpectrumEcycle Solutions at 314-428-0777 with any questions about the recycling process or to inquire if a specific item can be accepted.