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Kaweah Care (Copy)

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S: KDHCD Chaplain Services Kaweah Care 2010

BC: Special Thanks to the Executive Team of Kaweah Delta Health Care District for believing in Kaweah Care | Kaweah Care Every Person, Every Time

FC: Kaweah Delta Health Care District | Chaplaincy Services Kaweah Care Profile

1: Dedication This compilation is dedicated to the patients, families and staff served by the Chaplaincy Services 2010 | Kaweah Care

2: The Story of Kaweah Care In July 2009, the executive leadership of Kaweah Delta Health Care District agreed they had a problem that needed immediate attention - increasing patient satisfaction. Kaweah Delta Health Care District has a long reputation for giving good medical care to the community, but frankly, lacked the WOW factor that any health care organization needs to excel in the 21st century. The urgency was driven in part by the requirement for hospitals to report their satisfaction and clinical outcomes for the public to view as well as increasing competition. Additionally, payment for services was about to be paid based on patient satisfaction and clinical outcomes. The leaders agreed that the most important reason to make patient satisfaction a priority was because it was the right thing to do for the community. The problem was clear - the solution was not. One July 31 a group of respected leaders form across the organization came together for a "think tank" day. Collectively they birthed the idea of a grassroots initiative that created a role for all employees to determine the direction and outcomes of what would become known as Kaweah Care. By mid-August the idea began to take shape and excitement began to build. By October it was determined that the best way to build engagement with this initiative was to get all 3,400 employee of the District in one place hearing the same message. The historic Fox Theater in downtown Visalia was selected as the venue. In early December twelve identical presentations were offered and nearly every member of the organization attended the premier. The Chief Executive Officer, Lindsay Mann explained the care for change and the for Kaweah Care - the fact that the organization had become stalled in its effort to become the great organization it desired, as well as, why now was the time for everyone to take action. O

3: One of the original leadership team members, Kent Mishler, explained how Kaweah Care would work as a grassroots effort. Mishler challenged each person to embrace Kaweah Care by providing and expecting Personal, Professional, and Compassionate Experiences for Every PErson, Every Time. On January 1, 2010, the implementation work began as the Kaweah Care Action Teams were launched. Each department was represented on a Kaweah Care Action Team by a manager and a staff level leader. The teams were given a set of nine criteria that their work group was required to make part of their daily operation. The criteria or expectation was set, however, the work group had complete autonomy in how they chose to meet the criteria. A bit of friendly competition was added with the option to achieve one of there levels of certification - Gold, Silver or Bronze. As the work teams began their journey to meet their own criteria and goals - a new mindset began to emerge in the organization. slowly at first and gaining momentum people began to identify new ways of creating great experiences for each other and their customers which created even greater experiences for everyone. Being in mid-May the certification application for Kaweah Care Assessments started coming in for review. Nearly 100% of the organization has applied for the Gold certification status while meeting the original time line. This is the story of the Chaplaincy Service Department and their demonstration project as a Kaweah Care Gold Certified Department. Is this the end of Kaweah Care? Not in the least, this demonstration is simply a mid-point report because Kaweah Care will will on for many years as we strive and create new moments of Personal, Professional, and Compassionate Experiences, for Every Person, Every Time. The Chaplaincy Services Team June 2010

4: The Chaplaincy Services Team | Rick Miller | Steve Mainord | Mark Wilson | Kent Mishler

5: Photo of all four chaplains at Checkers

6: Our customers receive information that is easy to understand, timely and accurate. We customize our services to honor individual needs and preferences We coordinate our efforts to ensure our customers experience smooth hand offs between staff and departments. It is easy for our customers to access information they need. | Kaweah Care

7: Criteria | Family involvement is supported and encouraged. We create a first impression of welcome, comfort and healing. We focus on what comforts and centers others. We make a positive difference in our communities. Staff has opportunities to provide input into ways to enhance the work environment.

8: Our customers receive information that is timely and accurate | Criteria One:

9: Documenting steps taken by Chaplains is important to ensure communication takes place. | Chaplains have access to "real time" date | Communication is priority #1! | e | Chaplain Rick Miller notifies family that a priest will arrive at the bedside soon

10: We customize our services to honor individual needs and preferences. | Catholic patients are offered Holy Communion three times each week by volunteers. | Criteria Two

11: We have contact information for over 300 clergy in Tulare County. | Patient Access staff enters Patient Religion information into the computer system to aid clergy identifying them.r

12: We coordinate our efforts to ensure our customers experience smooth handoffs between staff and departments | KDHCD | Criteria Three

13: Daily handoffs are efficient because of the Daily Chaplain Log | After hours calls are recorded so follow-up is efficient and timely. | Contacts are recorded in the Electronic Record

14: KDHCD | It is easy for our customers to access information that they need. | Criteria Four

15: Contacting a Chaplain is as easy as dialing the Operator 24 hours a day 7 days a week. Signs are posted throughout the Medical Center and in Patient Access | Patient security is important and criminal background checks are provided by Human Resources prior to clergy receiving a badge.

16: Family involvement is supported and encouraged | Criteria Five

17: * Contact information is given to patients. * Chaplains attend family conferences * Advance Directives are discussed with patients. * Participation in patient care rounds is routine practice for chaplains. * Spiritual literature is available. No One Dies Alone Service is through the chaplain Services

18: We create a first impression of welcome, comfort and healing. | Medical Center Chapel | Chapels are available at all | Criteria Six

19: South Campus Chapel | West Campus Chapel | Kaweah Delta Facilities

20: We focus on what comforts and centers others. | Major holy days are observed throughout the year. These include Hannakuh, Christmas, Ash Wednesday, Easter. | Criteria Seven

21: Communion is provided to Catholic patients Tuesday, Thursday and Sunday | Patients and staff often counsel with chaplains on a variety of issues. | Ash Wednesday is celebrated for staff, patients and families.

22: Caring for the Community We make a positive difference in our communities | Criteria Eight:

23: Our chaplains are involved in the community including the Visalia Police Department, California Special Olympics, California Disaster Response Teams and Critical Incident Stress Management Teams, George McCann School,

24: Compassion Fatigue, CISM teams are only a few of the ways chaplains help our staff. | Staff has opportunities to provide input into ways to enhance the work environment. Staff is routinely acknowledged for their good work. | Criteria Nine

25: Nurse and Hospital Week brings opportunity to support our staff | Take Ten @10 is only one way chaplains support and care for our staff. | CISM Team helps staff take care of themselves after traumatic events

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  • By: Kent
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    • By: Rick M.
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About This Mixbook

  • Title: Kaweah Care (Copy)
  • Rick - here is a draft we still need a few pitures to get this finished.
  • Tags: None
  • Started: over 7 years ago
  • Updated: over 7 years ago