CONNECTING THE COMMUNITY TO YOU

Knoxville Hospital & ClinicsThe Importance of the

Patient Experience

KnoxvilleLivingLivingKnoxville

Taking Care of the Kids Knoxville Community

School District

December 2015

CONTENT

• Knoxville Fire Department At Your Service

• National Sprint Car Hall of Fame and Museum Gives Back

• Taking Care of the Kids

• Outdoor Recreation

• The Importance of the Patient Experience

KnoxvilleLivingLivingKnoxville

Knoxville Community

School District

CONNECTING THE COMMUNITY TO YOU

The Knoxville Fire Department provides many different services throughout the year. Along with 24/7 response to fires and emergency medical incidents, the department hosts pancake benefits and luncheons to raise money for local organizations and equipment. They connect victims of residential fires with the Red Cross immediately after the event so the residents have a place to stay. KFD strives to deliver excellent patient care and exceptional customer service on every call.

However, Fire Chief Jim Mitchell sees a need to focus as much effort on fire prevention as on reacting to a fire. As part of this effort, KFD observes Fire Prevention Week each year with Knoxville’s youngest residents.

Fire Prevention Week began in 1920, when President Woodrow Wilson issued the first executive proclamation proclaiming a national week of observance. Each year since 1922, Fire Prevention Week has been held on the week in which October 9th falls.

The date is historically significant to fire prevention, as October 9th was

the most destructive day of the Great Chicago Fire of 1871. The fire, which actually started on October 8th, killed nearly 300 people and left more than 100,000 homeless. 17,000 structures perished in a conflagration that spanned more than 2,000 acres.

The same day Chicago was set ablaze, a larger wildfire broke out north of Green Bay, Wisconsin, obliterating the town of Peshtigo and killing more than 1,500 people in eastern Wisconsin. The aftermath of these fires marked a turning point in how firefighters and public officials approached fire safety. The concept of National Fire Prevention Week was developed by the Fire Marshals Association of North America (now the International Fire Marshals Association) on the 40th Anniversary of the deadliest fires in United States history. The idea was to use the occasion as a way to inform the public about fire prevention.

In this vein, KFD visits each preschool and elementary school and conducts station tours for home-schooled students every year during Fire Prevention

Week. Members of the department volunteer their time to provide tips on fire safety, and discuss ways to put those tips into practice such as: the Exit Drill in the Home (EDITH), where smoke detectors should be located in the home, and to “get low and go” and “get out and stay out” when a smoke detector alarm sounds. One firefighter dons all of their gear, including the air tank and mask, and shows children how firefighters enter a house. This helps to show that even though firefighters may look scary with all of their equipment, they are there to help them in the event of a fire. Last year, KFD shared their fire prevention message with over 900 children under the age of 10. Educational materials for the students are purchased through donations and the Firefighters Memorial Fund.

The members of the Knoxville Fire Department are dedicated to their mission of fire prevention and response, and appreciate the opportunity to connect with the community to share the message of fire safety.

Knoxville Fire Department

At Your Service

began in 1986. The first floor of the museum opened in 1992, and as donations continued to come in, the second floor’s renovation was completed and opened in 2007. Since 2007, the second floor of the museum has not only housed the plaques recognizing Hall of Fame members, it has become a significant, often-used venue for important community events. Baker said the museum is happy to provide the facility for events such as Chamber of Commerce

banquets, political rallies and forums, the Knoxville Hospital and Clinics Foundation’s Annual Gala, the Boy Scouts’ Pinewood Derby – the list goes on and on.

In a given year, the facility will provide access to the second floor many times without charge. Even when the hall is rented, the fees are minimal, but as one must always remember – no one can provide everything for free and continue to

be able to provide the service. “We like to think that the

Knoxville area is proud of our Hall of Fame,” Baker said. Tourists, many of whom come during the Knoxville Nationals, are always taking pictures inside and outside the facility. No matter who approaches Baker, he always hears how polite Knoxville people are.

“We get lots of positive feedback about the area,” Baker said. The facility is on “bucket lists” around the world.

Thousands of schoolchildren in the Marion County region have

also had the privilege of touring the facility for free. Before the end of this school year, Baker says that at least 25 tours will be provided to young people. This is the full tour, as the kids get to check out the museum, the view of Knoxville Raceway, the suites, the theater – everything. Oftentimes, children will be eager to come back with their families. Meanwhile, new fans are developed as they learn the rich history of Sprint Car racing and the significance of Knoxville to the sport.

As a nonprofit organization, the museum provides many more charitable contributions of its own. In addition to opening the second floor for benefits, if there is an auction or some other form of fund raiser taking place, it tries to provide items. Seats, gift certificates, merchandise, etc., are often donated to help raise money for worthy local causes.

“It all kind of feeds the Knoxville community,” Baker said. “We try to help out whenever we can.”

The Knoxville area is incredibly fortunate to have such an outstanding community partner

in the National Sprint Car Hall of Fame and Museum, but according to Baker, he does not really think about how much Knoxville benefits from the facility. It’s all just part of what the museum does. He feels just as fortunate to have so many strong supporters of the facility.

The facility is not just for race fans anymore. Baker said that he is glad to do so much for the community because he is confident that Knoxville would come through for the museum if anything was needed. It is always rewarding for him to see people come in

and enjoy the facility with their families.

“It’s kind of for everybody,” Baker said.

The museum is currently in the middle of its “Expand the Dream” fundraising campaign, with the goal of building a new storage facility. The museum has been blessed with more artifacts than it can house within its own walls, and the storage facility is expected to meet the museum’s needs for years to come. Over $1.2 million has been raised thus far. If you would like to donate, checks can be mailed to 1 Sprint Car Place, Knoxville, IA, 50138. For more information, visit www.sprintcarhof.com.

Elementary VolunteersWe are very lucky to have

gracious volunteers working with our students and staff. Each and every day we have volunteers show up with a smile on their face willing and ready to do whatever it takes to help make students successful. You will see volunteers reading with students, working on math skills, assisting with classroom celebrations, and establishing positive relationships. All of their efforts make a HUGE difference in our school system and in the lives of the children and staff they are working with. THANK YOU to all those who volunteer even if they may not always be visible, but your efforts are always noticed.

Our students greatly enjoy working with our volunteers. Students’ faces light up when they work with our volunteers. Mrs. Hollinrake’s class stated

they like being able to work with our volunteers on reading and math because they get more opportunities to practice their skills.

We’ve seen our volunteers’ faces light up, too! When asked why she continues to volunteer year after year, Mary Jane Murphy said, “The kids’ faces keep bringing me back.” Dr. Randy Flack and his wife, Donna, see their volunteering as a time to give back. They also enjoy working and providing extra support with the students and teachers. Teachers appreciate the extra, valuable practice opportunities that our volunteers provide for our students.

Backpack Buddies Knoxville Elementary Schools

are delighted to be part of the Backpack Buddies Program! It will help approximately 50 students

in grades K-5 again this school year (October through May). The success of this program takes a community effort or it wouldn’t be possible. Integral to the program are: Knoxville Hospital and Clinics, Celebrate Church, Pat McMillan, and all the Knoxville School employees that devote time and energy to help kids!

This program, sponsored by the Food Bank of Iowa, is helping with this huge concern for students. The Food Bank supplies kid-friendly/easy to prepare foods to assist families through weekends when free or reduced meals are not available at school.

If you would like more information about this program or how to donate to support Knoxville students – please contact Ruthann Burkman at West Elementary (641-842-2185).

Taking Careof the Kids

(Above): Dr. Randy Flack volunteers two mornings a week in first grade.

PTOThe Knoxville Elementary

Schools Parent Teacher Organization, the PTO, exists to promote a positive relationship between the parents/guardians of Knoxville’s children and the staff of the Knoxville CSD. This volunteer group strives to enhance the educational facilities of the Knoxville elementary schools by: raising money for extra activities (field trips) not funded by the Knoxville school district budget, offering volunteers to help with class activities and community projects and by generally leading in providing a positive role model to

the children in our district. The fall Jog-A-Thon and spring

Spell-A-thon are fundraisers that involve hands-on participation from the students, instead of door-to-door sales of merchandise. Parents and faculty of Knoxville students appreciate the type of fundraising the PTO has chosen and the love and excitement the kids have when preparing for these events.

The most popular benefits of these fundraisers are the field trips to places such as: the Blank Park Zoo, Science Center of Iowa and the Des Moines Playhouse, to name a few. However, staff also reap the

benefits of this volunteer group. The group also reimburses specially approved projects for teachers as well as coordinates events (including meals / snacks / goodie bags, etc.) for staff appreciation week and conference days. For more information and/or to get involved in the PTO, please email: Jill.findley@kcsd.k12.ia.us (PTO President).

(Below): Mary Jane Murphy helping students fill their book boxes.

(Above): Donna Flack reading a story with a first grade student.

High School Volunteers

Music BoosterMusic Boosters is a parent

organization that helps our band directors and students in many ways! Currently the booster group is raising money for a practice

piano for the high school. Each summer, the music booster club pays for students to attend all-state vocal music camp as well as drum major camp. Smiling faces of this volunteer group can be seen at the beginning of each school year as they host the annual instrument rental night. During Senior Nights at events, they also provide the

meal and encourage middle school students to stay in

band and join the high school marching band

when they are able.

Middle School VolunteersThe Knoxville Middle School

is privileged to have a number of volunteers from the community come and work with students each year during MAP testing. These assessments are taken twice a year (in the fall and spring) and test students in science, reading, language usage and math.

This fall alone we have had over ten volunteers come to KMS to help students do their best on the MAP tests. The volunteers make the test process run smoother and are a vital part of making MAP testing so successful.

KMS welcomes volunteers for MAP testing. All volunteers need to have a background check completed before volunteering. If you are interested in helping volunteer for future MAP testing at KMS please contact Annika Obermeyer at annika.obermeyer@kcsd.k12.ia.us or 641-842-3315.

Booster ClubThe Booster Club exists to

promote and encourage school spirit by raising money to support and supplement Knoxville School athletics and groups. The Booster Board is made up of volunteers. They raise money through booster memberships, fundraising events, concession sales, corporate sponsorship, and generous donations. Most recently, the club has helped purchase SCC Conference Team logos for the gym, TV’s for the Commons, golf bags for the golf teams and new cheerleading uniforms. In recent years, the club has also helped to offset expenses for the dance, cheer and trapshooting teams as well as assisted with the cost of each pep bus taken to out-of-town trips to encourage school spirit.

(Right): Several members of Xi Sigma sorority helped recently as MAP Test readers at the Knoxville Middle School as a service project for our community. Other volunteer readers also included retired teachers from KMS.

(Left): Cindy Nielsen, a volunteer at West, wanted to continue working

with children and be active in the

community after retirement. She now

volunteers at West and Northstar.

In 2014, the City of Knoxville sent out a Community Survey to help the City Council determine priorities on which staff should focus. This has been a useful tool for Council and City staff since the results arrived in December.

The condition of the roads was far and away the number one concern of those who returned the survey. To this end, the City has an aggressive, 10-year road improvement plan. The next priority identified by the survey respondents was the quality of parks and outdoor recreational facilities. As a result, the City

contracted with Snyder and Associates to develop a master plan for a recreational trail system, and separate master plan for Young’s Park.

The adopted the Competine Trail master plan in 2004, and constructed the first phase of the trail in 2005. Many residents are familiar with the path that runs from Marion County Park and winds its way over to the hospital. Unfortunately, due to a number of circumstances, the other 6 phases were never completed. The original plans followed Competine Creek through the south part of town

ending abruptly at Attica Road, and included a $1 million trail bridge over Highway 14. In an effort to reach more areas of town and find a way to cross Highway 14 in a way that was both economical and safe for trail users, City staff decided to extend the original “out-and-back” plan with a system of paved trails and on-street facilities that loops around the city and connects key areas of town.

It was important to City leaders that the public be involved in the process. Three sets of meetings were scheduled in May, July, and October to gather information

OUTDOOR RECREATION

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K N O X V I L L E B I K E A N D T R A I L M A S T E R P L A N : P R O P O S E D F A C I L I T I E SK N O X V I L L E B I K E A N D T R A I L M A S T E R P L A N : P R O P O S E D F A C I L I T I E S

To Carlisle

To Lake Red Rock/Pella

¯0 3,8001,900

Feet

1 Inch = 1,900 Feet

Legend

kj Future Trail Head

Proposed Bike Lane

Proposed Shared Lane Marking

Proposed Trail

Proposed Paved Shoulder

Existing Paved Trail

Downtown District

Hospital

Major Employers

Water

Knoxville Raceway

Roads

Railroad

School

National Wetland Inventory

Parks and Recreation

Corporate Limits

City Owned Property

1 Marion County Park2 Rec Center3 Knoxville High School4 West Elementary School5 Knoxville Middle School

6 Young Park7 Knoxville Raceway8 Edwards City Park9 RV Campgrounds10 Northstar Elementary11 Auld Park12 Goal Alternative13 Pine Knolls Country Club14 Knoxville Hospital & Clinics15 Downtown District

The recommendations herein serve as a

policy guide for consideration of future land

use and development proposals as well as

Capital Improvement Plan expenditures.

Implementation of individual projects or

facilities in this plan may be subject to City

Council and any board or commission that

they may refer it to, and/or appropriate

department level approval. Minor

Modifications to this plan may be made

without a formal amendment to this plan.

and go over concepts from Snyder and Associates. On each occasion, the planners met with key City staff in the afternoon and held public meetings that same evening. Between meetings, Snyder staff was in frequent contact with the City. The key areas identified in the meetings and through an online survey were: City buildings, recreation areas, schools, and business districts. A long-term goal is to connect to Pella and Carlisle.

The planners are finalizing the master plan documents. Once City Council has adopted the plan, City staff can begin applying for grant funding. In years past, City Council set aside $200,000 for the trails. They added to this by authorizing up to $700,000 for the Knoxville Trails project. The intent is to use this money as local match dollars for grant opportunities so taxpayer dollars are used as effectively and efficiently as

possible. It will, however, take time to begin constructing paved trails as there are still a number of steps to take before any asphalt can be laid.

As part of a longer-term goal to provide more robust recreational opportunities within city parks, the City worked with a separate team of planners and landscape architects from Snyder and Associates to develop concepts for Young’s Park. Drawing inspiration from Knoxville’s sister city relationship with Warrnambool, Australia, the Sydney Opera House, and the colors of the Great Barrier Reef, the design team came up with a plan that includes increased parking, improving the flow of people between the north and south areas of the park, and tailoring areas of the park to certain age groups.

The north end of the park, geared toward young children, would include a splash pad with brightly colored concrete, a jungle gym, and

the existing Miracle Playground. The south area would be focused more on teenagers and adults, with a new durable skate park, sand volleyball courts, and a rope climber. The City has been working on a plan with the school district to relocate the tennis courts to where the existing skate park sits so residents do not lose either facility. City staff was careful throughout the planning process to ensure that whenever these improvements are made, ample parking would still be available during Nationals. A memorial garden has been incorporated into the entrance design to house the Freedom Rock and brickwork done by the local AMVETS.

Using the survey results, Council has made the Knoxville Trails system a high priority, with plans to work on Young’s Park after construction has commenced on the trails.

When you get your favorite latte in the morning, you know what to expect – a great cup of coffee. Because of this positive experience to start your day, you keep going back to your favorite coffee shop. Does the same thing happen in health care? Yes. If you have a favorable patient experience with a provider or service, you will keep coming back. As simple as that sounds, there are always ways to continue and improve the patient experience.

When patients have a highly engaged, positive experience with their hospital and health care provider, it’s a win-win situation. For the past six months, a strong emphasis at Knoxville Hospital & Clinics (KHC) has been focusing on the patient experience. The patient experience cannot be achieved alone. It is the responsibility of those providing direct care – nurses, providers, or technicians, as well as all who support any part of the care experience, from the individual who schedules an appointment, to nutritional services and the environmental services team, to the individuals in the billing department.

Implementing care teams in the Knoxville Hospital Clinic has been a critical element of improving the patient experience. A care team is a small group of clinical and non-clinical staff who, together with a provider, are responsible for the health and well-being of a panel of patients. At KHC, our care teams include:

The patient who is at the center of the care team;

A provider (physician, nurse practitioner, physician assistant) who is responsible for leading the team;

Nurse(s) who provide self-management support, arrange other resources, and provide care coordination or other services;

Medical assistant(s) who are responsible for preparing the visit, checking-in and rooming patients, ensuring that post-visit tasks are completed, and ensuring patients understand the follow-up plan; and

Front desk staff who help ensure patients see their team and conduct outreach to patients for preventive or follow-up care.

“The enhancement of care teams in the clinic allows our patients to have access to their provider’s team by a direct phone line,” said Holly Shinn, Knoxville Hospital Clinic leader. “They also allow patients the opportunity to develop a relationship with the team’s scheduler for better access to care and appropriately scheduled appointments. Our providers work closely with their scheduler to provide a continuity of care to the patient, providing the best patient experience.”

As healthcare evolves towards a more patient-centric delivery model, hospitals are modifying their processes to better engage patients. A key element in meeting this trend is being able to include patients

in the sharing of data across the continuum of care. This can include electronic delivery of lab results, and providing patients with online tools and patient portal software to request appointments, send secure messages to the patient’s health care team, and ask questions regarding their care.

Strong patient-provider relationships foster improved communication, trust, and knowledge of patient context and preference. Research and patient experience show that a strong, lasting patient-provider relationship is central to high patient satisfaction. Continuity of care has also been consistently linked with improved health behaviors, better health outcomes, and less emergency department and hospital use.

Another integral part of the patient experience at KHC has been bedside rounding done on all Med/Surg. patients. This approach involves multiple members of the KHC staff meeting daily to assess each patient. During the assessments, the team reports on the patient’s vital signs, symptoms, lab test results, and other

The Importance ofthe Patient Experience

Implementing care teams in the Knoxville Hospital Clinic has been a critical element of improving the patient experience. The care team of Drs. Bhama and Van Natta include: (L-R) Sherry Meador, Amanda Just, Sarah Collins, Dr. Van Natta, Dr. Bhama, Kim Shever, Linda Shilling, and Jen Parks.

information critical to an up-to-date assessment.

“We’ve implemented team rounding because we believe close collaboration with all members of the patient-care team results in safe, effective care,” said Sandy Cupples, Med/Surg. leader. “There is more efficient and consistent patient care, improved communication, and a reduction of errors when the entire team is up to speed on all the issues involved with the patients.”

Providing convenient access to necessary health care regardless of one’s ability to pay is another fundamental part of the patient experience. KHC is committed to providing patients with high quality patient care and services.

Health care costs are often unexpected and not all costs are covered by insurance or Medicare. The Customer Service Department at KHC makes every effort to assist patients who are uninsured, underinsured, or face other financial challenges associated with paying for the health care services provided. In addition, depending on one’s situation, a financial assistance program as well as the opportunity to set up monthly payment arrangements to help make payments

more manageable are available.Communication is a critical

tool for any organization. Staying connected and having clear communication is a necessity to ensure everyone is on the same page. This is true of every industry, especially health care.

With a strong emphasis on improving the patient experience, a new facility-wide phone system was installed in the spring at KHC.

The purpose of the upgrade was in part to keep up with the latest and greatest technology in the health care industry.

The new system features an auto attendant, or a recorded voice, allowing callers to interact with a menu to choose an appropriate extension to the person or department they wish to reach. The system also provides more direct lines to individual staff including providers and their care teams. This enables patients to be able to reach their care team quicker – reducing the need for messages back and forth internally.

With anything new, there are always kinks that need to be worked out so the system functions to everyone’s satisfaction.

“We have been proactively asking our patients for feedback about the new system and have created a team that meets regularly to make necessary adjustments to the system to better meet the needs of our patients,” said Brian Brown, Patient Access/Customer Service leader.

A positive patient experience is important in any industry, but essential in health care. Minor changes made can make a big difference in the patient experience and can quickly accelerate into a great experience.

Another integral part of the patient experience at KHC has been bedside rounding done on all Med/Surg. patients. During the daily assessments, the team reports on the patient’s vital signs, symptoms, lab test results, and other information critical to an up-to-date assessment. Pictured left to right are: Amy McDermott, Sandy Cupples, Lisa Oldham, Barb Anderson, Caitlin Rondello, Troy Padellford, and Lori Major.

Providing convenient access to necessary health care regardless of one’s ability to pay is another fundamental part of the patient experience. The Customer Service Department at KHC makes every effort to assist patients who are uninsured, underinsured, or face other financial challenges associated with paying for the health care services provided. Karen Overgaard is pictured visiting with a patient about their recent hospital bill.

December 2015

December 3

7:00 pm

Kindergarten Concert

@ KPAC

December 5

10:00 am – 1:00 pm

Visit Santa & Mrs. Claus

@ Skate Pit

December 8

7:00 pm

Middle School Band

Concert @ KPAC

December 10

7:00 pm

1st Grade Concert

@ KPAC

December 11

7:00 pm

Knoxville Community

Chorus Christmas Concert

St. Anthony Catholic

Church

December 12

10:00 am – Noon

Visit Santa

@ The Grand Theater

8:00 – 11:00 pm

KHS Winter Formal

@ KHS Gym

December 13

2:30 pm

Knoxville Community

Chorus Christmas Concert

New Covenant Church

December 19

10:00 am – Noon

Visit Santa

@ The Grand Theater

December 21

7:00 pm

High School Winter

Concert @ KPAC

December 22

7:00 pm

Middle School Vocal

Concert @ KPAC

December 24

Start of Christmas

Vacation

January 2016

January 4

School Resumes

January 15

7:00 pm

Knoxville High School

Athletic Hall of Fame

Induction

@ High School Commons

KnoxvilleLivingLivingKnoxvilleCalender of Events

ivingJanuary 16

7:00 – 9:00 pm

Dance Team Showcase

Event @ High School Gym

January 23

All Day Event Beginning

at 8:00 am

Coaches vs. Cancer

@ High School Commons

February 2016

February 25

7:00 pm

Bravo! Concert Series:

Presidio Brass @ KPAC

March 2016

March 4

7:00 pm

Legally Blonde, The

Musical @ KPAC

March 5

7:00 pm

Legally Blonde, The

Musical @ KPAC

March 6

2:00 pm

Legally Blonde, The

Musical @ KPAC

March 13

Daylight Savings Time

Begins

March 14

7:00 pm

Middle School Band

Concert @ KPAC

March 15

7:00 pm

Spring High School Band

Concert @ KPAC

March 17

3:30 pm

Parent / Teacher

Conferences

March 22

3:30 pm

Parent / Teacher

Conferences

March 24 – 28

Spring Break

March 25

7:00 pm

Good Friday Community

Service @ KPAC

For additional information, visit the

Knoxville Chamber of Commerce website. 

www.winwithknoxville.com

Marion County Writers Workshop@ Nearwood Winery

Thursdays, 6:30 – 9:00 pm

Story Time & Crafts@ Knoxville Public LibraryTuesdays, 10:30-11:30 am

Wednesdays, 10:30-11:30 am

Weekly Prayer Meeting@ First Presbyterian Church

Tuesdays, Noon-1:00 pm

School Board Meeting@ the Administration Board Room2nd & 4th Mondays each month

5:30 – 7:00 pm.

Knoxville City Council Meeting@ City Hall

1st & 3rd Mondays each month6:15 pm

Recurring Events

For More Information...

305 S. 3rd St.641-828-0550

www.knoxvilleia.gov

1002 S. Lincoln641-842-2151

www.knoxvillehospital.org

Knoxville Communiity School District 641-842-6551

www.knoxville.k12.ia.us

217 S, 2nd St.641-828-7555

www.winwithknoxville.com