DOING COMMON THINGS UNCOMMONLY WELL: September 2013

I wanted to provide a quick update on our CCRMC Welcoming efforts. This update covers Tuesday- Friday at noon.

We started on September 17, 2013 at 8:30pm. Our first night we welcomed 13 family members/care partners (and a pizza delivery person who brought pizza to a hungry family member). The second night we welcomed 18 family members/care partners and the third night we welcomed 15.

That totals of 46 family members/care partners that had the opportunity to participate in the care of their loved one. It also means that we at CCRMC had 46 opportunities to learn from family members and loved ones about how improve the care we deliver and how to improve our Welcoming Policy.

Each night the team learned, modified and improved the steps of the process to better support the family members/care partners. Most of the challenges faced by the testing team on the first night were related to logistics of the process - small details really matter! For example, we had some challenges with language barriers. We have modified our signs and are testing use of the health care interpreter video machines (HCIN) at check in. Timely updates are given to the Nurse Program Managers who have been present at night to support the staff and address any concerns they may have. The manager for Admission and Registration also worked on the night shift to support the staff. The security staff have been fully engaged and critical in the implementation as well. We have conducted huddles daily to support rapid improvements of our process and support the staff and our community in this exciting change.

I want to recognize and thank the staff and Patient and Family Partners for creating and implementing this important change in our hospital and health centers.

More very soon,

Anna

The patient, family, and staff responses have been very positive. I have attached some of the feedback below.

UNIT	OCC #	Nurses feedback	Patient/family feedback
4B -MedSurg		· This was helpful because patient had major surgery was it supportive for mother to stay.	· It was very helpful.
4B -MedSurg		· It was helpful . Patient and family slept all night.	· It was helpful and supportive. · It was helpful
4B -MedSurg	3 PARTNERS	· Nurses were ready , had the sleep-chair ready at the bed side; · no challenges; · deputy was informed when family left	· very pleased, one of the pt states “very comforting to open my eyes and see her here, thank you” · another family states “ I am just glad that I don’t have to park my car and walk all over to the ED, because the new building took the parking, I am not staying all night, but thank you for opening the front door”
4C - Behavioral Health	0	All family left at 8pm, they were aware of the program
4A - Telemetry			· Appreciated seeing brother so late (0200)
4A - Telemetry	0

ICU - Critical Care	1	No challenges	· The family has been sleeping
IMCU - Critical Care Step down	1	Had the sleep-chair ready; No challenges	· New admit from ED

I’m excited to tell our staff and Contra Costa County residents that Contra Costa Regional Medical Center (CCRMC) is eliminating the concept of visitors in our medical center and health delivery system. On September 17^th, 2013, CCRMC will remain accessible 24 hours a day to family and loved-ones of those receiving care in the medical center.

Recognizing that family and loved-one presence supports safe and high quality care, we have worked over the last year to replace our “visitor policy” with this Welcoming Policy. Though we have carefully planned the introduction of this change, we remain open to ideas to enhance and improve our Welcoming Policy and will place it and all supporting documents on the CCRMC web page for your review, comments and suggestions for improvement.

To the team at CCRMC who work tirelessly on creating an environment that welcomes and supports family and loved-one presence always: Thank you for your efforts. Your work is inspiring. This is an important step on our journey to cultivate meaningful partnerships with people who receive care in our system and their loved ones. I am reminded that it is not patients and their families who are "visitors" of our system - it is us who are privileged guests in the lives of those we serve.

I also want to thank the staff in the medical center & health centers, Health Services and the Sheriff's Office for your enthusiastic reception of this planned change. You have generously shared your ideas, creativity and commitment to help make our great health system even better.

I look forward to seeing the results of this testing period and watching this work progress.

More very soon,

Anna

To the community: Below I have attached some key text from our Welcoming Policy and Welcoming Guide. You can also find our data and PDSA tracking sheets and accompanying worksheets on our website here. Links will be added over the next few weeks as we learn more so check back in the following days as more information becomes available from our learning.

CONTRA COSTA REGIONAL MEDICAL CENTER POLICY # xxx

CONTRA COSTA HEALTH CENTER September 13, 2013

PARTNERS IN CARE WELCOME POLICY

I. PURPOSE

The purpose of this policy is to provide guidelines that supports and welcomes 24/7 presence and participation of a family member and/or care partner in the patient’s care experience during their clinic visit, emergency room visit, and/or hospital and health center visit. CCRMC recognizes that family members and/or care partners play an important part in the patient’s healing process.

Family members and/or care partners, according to patient preferences, are respected as essential members of the patient’s health care team in sharing information and providing support and comfort during their health center visit, emergency room visit and/or hospital stay. They enhance quality and safety. They also provide pertinent information essential to the care plan.

In the unique event that family member/care partner presence would need to be limited to ensure safety or confidentiality, CCRMC employees will work with the family member and/or care partner to continue the visit as soon as possible. Examples for when family member or care partner presence may need to be restricted include: a court order limiting or restraining contact, behavior that is a direct threat to patients, families, staff, or others in the immediate environment, or is disruptive of the functioning of the care unit. Patient preference and patient wishes will be given priority. Contra Costa Regional Medical Center & Health Centers (CCRMC & HC) respects that the partners in care are essential members who help provide support and comfort to enhance safety and quality of care during the patient’s experience while at CCRMC & HC.

Partners in Care, as identified by the patient, provide essential information during their time in our health care system and also during the transition to home or community care.

II. DEFINITIONS

A. Partners in Care are person(s) identified by the patient who are family members and/or friends or other individuals that are present to support the patient during the course of the patient’s stay at the health care facility and may exercise the patient’s visitation rights on patient’s behalf if patient is unable to do so. The support person(s) may provide emotional and/or social support and comfort according to the patient’s preference. Such individual(s) may or may not be an individual legally responsible for making medical decisions on the patient’s behalf.

B. Patient refers to anyone admitted to the Hospital who has an appointment at any one of our Health Centers, or is actively receiving care at any one of our facilities.

C. Family as defined by the Institute for Patient and Family Centered Care, “family” refers to two or more persons who are related in any way – biologically, legally, or emotionally. Patients and families define their “family.”

III. REFERENCES

A. CMS regulations revising the Medicare Conditions of Participation as set forth at 42 CFR

§ 482.13

B. www.shipmangoodwin.com/Sample_Hospital_Patient_Visitation_Policy

C. Patient’s Bill of Rights

D. The Joint Commission RI.01.01, EP28

IV. POLICY

A. All CCRMC & HC staff as well as physicians shall not restrict, limit or otherwise deny visitation on the basis of race, color, national origin, religion, sex, gender identity, gender expression, sexual orientation and presentation or disability. For more information refer to department specific policies.

B. Partners in care welcomed, based on the patient’s preferences and wishes. A patient may verbally designate a partner in care to exercise the patient’s visitation rights on his or her behalf in the event the patient becomes unable to do so. Upon such designation by a patient, the legal status of the relationship between the patient and the designated partner in care shall be irrelevant. This designation of an individual as the patient’s partner in care, however, does not extend to medical decision making.

C. All CCRMC & HC staff and physicians will work collaboratively with the patient and Partners in Care to make any adjustments or changes to maintain the health, safety, privacy, and confidentiality of all patients.

AUTHORITY/RESPONSIBILITY

This policy applies to all CCRMC & HC staff and physicians.

VI. PROCEDURE

A. Share the “Partners in Care Welcoming Guide” with all patients and their partners in care.

B. There are no specified visiting hours. However, in the hospital, quiet time has been designated for the hours of 10 PM until 7AM every day to promote a restful healing environment for our patients.

C. Every effort will be made to work collaboratively and respectfully with the patient and their partners in care to ensure health, safety, quality care, privacy and confidentiality for all patients.

VII. Attachment(s)/ Forms Used:

Partners in Care Welcoming Guide

VIII. Approved By:

(Clinical Practice Committee – CPC)

(Ambulatory Clinical Practice Committee – ACPC)

(Patient Care Policy and Evaluation Committee – PCP&E)

(Medical Executive Committee – MEC)

IX. Created Date:

April 2013

X. Date Revised

Partners in Care Welcoming Guide

Welcome to Contra Costa Regional Medical Center. Our purpose is to create optimal health for all through respectful relationships and high quality services. The safety and health of the people we serve is important to us. Their care requires teamwork, not only from staff, but from family and other loved ones. Our staff is skilled in acknowledging how family members and/or Partners in Care are part of the support system and supporting collaboration. Please feel free to talk with us about these guidelines, and any special requests that you have. We will do our best to meet your needs, while ensuring the safety of all our patients in a restful, healing, and safe environment.

Our patient and family-centered approach welcomes families as vital participants in a patient’s care. Family and other Partners in Care, as defined by the patient, are welcome at the patient’s bedside 24 hours a day 7 days a week. Our staff will work with you to ensure comfort, health, safety, quality care, privacy and confidentiality for all patients. We are here to work with you and your loved one to support care choices, support you in learning how to manage physical challenges, and support you in connecting with others who are traveling your same path.
There are no specified visiting hours. However, in the hospital, quiet time has been designated for the hours of 10 PM until 7AM every day to promote a restful healing environment for our patients.
Please ensure that all minors are accompanied at all times by an adult to ensure safety.

Please approach the entrance of the unit to be visited, and ensure you are signed in on a log book which includes your name and the patient you are visiting for the day. Sign out at the end of your visit.
It is helpful to maintain minimal personal belongings due to space constraints and safety.
Public restrooms are located in a variety of convenient locations and are clearly marked. Please note that bathrooms in rooms are to be used by patients to meet their care needs.
CCRMC & HC Hospital main entrance is now accessible after 8pm.
You are welcome to visit our on-site CCRMC & HC Cafeteria to purchase a healthy meal or snack. Cafeteria is open from 6:30am until 6:30pm, Monday through Friday; and from 7:00am until 6:30pm on weekends and holidays. Hot meals are available for purchase during the following times:

Breakfast: 6:30 – 9:30am

Lunch: 11:30 – 1:30pm

Dinner: 4:30 – 6:30pm

Should you have a medication emergency or need immediate medical attention, visit the Emergency Department. Otherwise, 911 will be called.
Respecting the privacy, comfort and rest needs of all patients is a high priority.
To keep our patients safe, please observe all posted safety placards and directions.