"A" for Patient(customer) satisfaction?

Deborah Burger, R.N.                                            May 5, 2015

Co-President

California Nurses Association

2000 Franklin Street

Oakland, CA 94612

 

Re: Another Leapfrog Group “A” for Tri-City Medical District

Dear Ms. Burger,

 Thank you and your entire staff and membership of the California Nurses Association(CNA) for all that you do for others, especially our Veteran’s, I really appreciate it!

 At this time I would also like to thank you and your members at Tri-City Medical District(TCMD) for their outstanding work measured in the quality of care given to their customers and recently recognized again by the Leapfrog Group as an “A” level performance.

 The linkage of quality of care and healthcare efficiencies are well documented and from recent comments from Board of Directors Members at TCMD and related financial statements the dividends of delivering a high quality product are quickly becoming a cultural reality for the entire organization in my humble opinion.
 From what I have learned in our industry and the teachings of Mr. Deming, quality is not achieved as a fixed goal, due to human nature and the laws of physics(entropy),  quality in improving or regressing, hopefully what we are witnessing at TCHD is just the beginning of a bright future for safe and efficient healthcare, I believe the Honorable Governor Brown may have finally found what he is looking for and hopefully this culture of quality will finds its way to our Veteran’s Healthcare system.

 In a few weeks we will be having another Patient Partnership Council Meeting at TCMD, this meeting has been advertised to have a focus on Patient Satisfactions, complete with statistics. Comments from staff were positive in the discussing as the agenda was forming but the customer feedback participation size was disturbing and support from related governmental agencies is apparently non-existent in such a critical fiscal consideration as well as a quality measure.

 Once again, thank you for your valuable time and should there be an opportunity for the California Nurses Association to support and focus on Patient Satisfaction I would appreciate it very much.

Best regards,                                                              

Michael H. Slavinski                                                                                  http://h-a-i-5.blogspot.com

 

"If we can improve the quality of care, that will translate into lower cost," Anthem President Pam Kehaly said. "These are real dollars”

Patient experience and why it matters?

Patient Partnership Council                                                                                 April 15, 2015

Tri-City Healthcare District

Oceanside, California

Council members,

 Today, 4/15/15, I found the conversation concerning patient satisfaction surveys at Tri-City Healthcare District’s(TCHD) Patient Partnership Council  meeting  most interesting. Perhaps the most profound input was presented by Dr.  Stuiver “over the past few weeks there have been very few complaints concerning patient satisfaction”, a statement of the quality of the professionals and volunteers working hard on a very critical issue in my humble opinion.

 The reported fact that the response rate is around six(6) percent at TCHD and can influence the fiscal situation by up to thirty percent in the days of the Affordable Care Act perhaps is why it will be on the agenda for our next meeting.

 Many times at the Board Meetings at TCHD there is almost a side note interest in improving the patient experience and most weeks I badger the California Nurses Association about  the leadership role they should assume on the issue, perhaps they had something to do with the improvements Dr. Stuiver described so I included them on the cc, thank you CNA.

 The disturbing part of the conversation is that the agencies(US) collecting and analyzing the survey are offering no feedback as to how to increase response rates so I cc to them as well, the California Department of Public Health is not the U.S.D.H.H.S. but do have a stake in an obviously failing system.

 Just to start the argument, no matter where the delivery(new Guide book is an option), be honest and ask for help:

“Your input will influence our community hospital and the quality of care we provide”  

“How can you help”

“Why should you help”

“Your experience will directly influence”

“Patient satisfaction is a critical part of our funding cycle”

 

Psychological Approach

The psychological approach relies on heuristic factors such as reciprocity, helping, compliance, and selectivity as a way to increase response. Reciprocity is the behavioral norm that says people should treat others as they have been treated

 

http://scantron.com/articles/improve-response-rate

 

Best regards,

Michael Slavinski

 

Ps Please feel free to challenge my opinion, that is the point, the reason why patient satisfaction is a “side note” at the honorable TCHD Board meetings is the multi-million dollar investments in capital equipment and technology to  improve “quality”  is the current trend, healthcare has finally made it to the 1980’s.

 Six percent, that is disturbing,  is the ACA really failing that badly, what could you possibly learn from 6% responding patients?

 

http://h-a-i-5.blogspot.com/

Workplace safety, Healthcare Associated Infections

Deborah Burger, R.N.                                            March 29, 2015

Co-President

California Nurses Association

2000 Franklin Street

Oakland, CA 94612

 

Re: Workplace safety, Healthcare Associated Infections

Dear Ms. Burger,

 Thank you and your entire staff and membership of the California Nurses Association(CNA) for all that you do for others, especially our Veteran’s, I really appreciate it!

 As a pro-bono advocate for the prevention of Healthcare Associated Infections(HAI) in our Veteran’s Hospitals I signed your petition to support the California Nurses Association effort to gain proper protection for healthcare workers concerning Ebola protection nationwide.

http://www.nationalnursesunited.org/page/s/national-nurses-united-urges-you-to-take-action-now?utm_source=nnu&utm_medium=upperbtn&utm_campaign=petition

Ebola is no longer in the headlines, last week I heard our local hospital board discuss the catastrophic consequences here in California of a reported(negative) Ebola case , perhaps some of the panic could have been alleviated should the proper protection been available?  

 As a pro-bono advocate for the prevention of HAI in our Veteran’s Hospitals I supported the successful organizing of our local Veteran’s Hospital, the impact of a collective voice should improve the situation in my humble opinion.

 

http://www.nationalnursesunited.org/press/entry/san-diego-va-nurses-vote-by-78-to-join-largest-rn-union/

Also, the correlation of patient to R.N. has not escaped the attention of my advocacy, thank you for that as well.

http://www.nationalnursesunited.org/issues/entry/ratios

Much like Ebola, in my humble opinion, HAI does not make the headlines very often, unlike Ebola, HAI , a preventable set of diseases, will needlessly cost thousands here in the state of California their life or limb this year, next year and every year after should it remain an acceptable cost of poor and very dangerous practices at our healthcare facilities, some of which in understaffing.

 How to help our Veterans, awareness is the key, the Association of Critical Care Nurses has set the standard for websites and focus.

   http://www.aacn.org/WD/HWE/Content/hwehome.content?menu=hwe   

The California Department of Public Health(CDPH), at times, has been an industry leader, supporter and resource for the prevention of HAI and your link to it included in your RN resource page is much appreciated. The  Honorable Governor has also commented on the catastrophic fiscal damage caused by HAI but unfortunately the lack of input concerning the resent HAI outbreak at U.C.L.A. medical highlighted the conflict of interest between the UC medical system and the CDPH. In my humble opinion, the CDPH is responsible for the prevention of preventable diseases, not protecting state assets, There efforts concerning the prevention of HAI have been dormant for a while now and I believe the CAN membership may well pay a price for their dormancy on the issue.

http://www.cdph.ca.gov/programs/hai/Pages/HAIAdvisoryCommittee.aspx

 As noted, the CNA is pushing for positive change in our healthcare system and hopefully   you will continue to do so and should the CNA take a leadership role in the prevention of HAI, as a veteran, a rate payer and a tax payer, I would appreciate it very much, once again, “thank you”!

Best regards,

Michael H. Slavinski  

 

http://h-a-i-5.blogspot.com

California Wellness Plan 2014

Deborah Burger, R.N.                                            March 8, 2015

Co-President

California Nurses Association

2000 Franklin Street

Oakland, CA 94612

 

Re: California Wellness Plan 2014

 

Dear Ms. Burger,

 

 Once again thank you for all that you and the entire membership of the California Nurses Association (CNA) does to help others.

With all of the challenges facing healthcare today  it is easy to be a critical which always presents a challenge to my advocacy for the prevention of healthcare associated infections in our Veteran’s Hospitals. My time and resources are limited, your website section titled “Nurse Resources”  led me to the California Department of Public Health which in turn led me to the “California Wellness Plan 2014”, there we go, something positive, thank you for that!

 

http://www.cdph.ca.gov/programs/cdcb/Documents/CDPH-CAWellnessPlan2014%20(Agency%20Approved).FINAL.2-27-14(Protected).pdf

A big fan I was of “Let’s get Healthy California” along with the Honorable Governor Brown, the genesis of “California Wellness Plan 2014”, the potential of what healthcare could be in the State of California gives me hope for the care we could someday provide to our Veterans.

In my humble opinion programs like the “California Wellness Plan 2014” only exist if organizations like the CNA support them, our Veterans could use the help, perhaps someday healthcare associated infections will make the list, hopefully the next positive thing for me to write to you about.

 Once again, thank you!

Sincerely,

Michael H. Slavinski

 

http://www.nationalnursesunited.org/pages/nursing-practice

 

http://h-a-i-5.blogspot.com

California Nurses Association: Workplace safety

Deborah Burger, R.N.                                            March 1, 2015

Co-President

California Nurses Association

2000 Franklin Street

Oakland, CA 94612

 

Re: workplace safety

 

Dear Ms. Burger,

 

 Please allow me to thank you and your membership at California Nurses Association(CNA) for all that you do to help others, I really appreciate it. My humble advocacy for the prevention of Healthcare Associate Infections(HAI) in our Veteran’s Hospitals has led me to the great work of the CNA concerning patient safety, supporting your efforts at the San Diego Veterans Healthcare System brought to light the value of a collective voice, thank you very much!

 Just the other day I was at a meeting which included senior nursing staff and clinicians at our community hospital concerning the proposed patient guide book, it has a focus on patient safety, including the identification of the value of hand washing, I asked the group “how do doctors respond when a patient asks if they washed their hands”, the response was, no comments, blank expressions.

 Bits and pieces I learn in support of our Veteran’s, what to do with what I learn is a challenge, I do know that the CAN is at our community hospital, they actually talk to me there, the Veteran’s do not.

 Your website is focusing more and more on patient and workplace safety, I really appreciate that.

How can the CNA help our Veteran’s in my humble opinion? Our community hospital would be a great example for the Veteran’s system to learn from as a HAI free facility and that can happen with the support of the CNA.

 Little do I know about the medical industry so my advocacy is dedicated to supporting those who help others and that would be you and your entire membership.

 

Sincerely,

 

Michael H. Slavinski

 

Ps thank you for including the good work of the California Department of Public Health’s HAI program as a nurse resource on your website, I have been very impressed with their efforts concerning the prevention of HAI, the VA has access to their efforts as well. 

 

 

 

 

 

 

To: The Board of Directors                                                   February 25, 2015

        Tri-City Medical Center-Administration

        4002 Vista Way

        Oceanside CA 92056                        

 

Re: Quality commitment

 

Dear Honorable Board of Directors,

 

 Please allow me to thank you and the entire staff at Tri-City Healthcare District(TCHD) for your commitment to provide safe and efficient healthcare to our community, I really appreciate it.

 Recently two comments from Honorable Board members give me hope for a bright future for healthcare, “what is preventing TCHD from becoming one of the top rated hospitals in the country” and “it would be good to add an extra board meeting to spend more time on quality issues”!

 TCHD, already is one of the top rated hospitals in the country says the Leap Frog Group, a consistent “A” quality rating speaks for its self in addition to numerous awards received from the Joint Commission.

   A new facility would be a good start but, as with other industries, anything less than a “holistic” approach to quality will always be challenged by entropy. Your financial commitment to providing quality care is clearly stated in recent investments but, in my humble opinion, “culture” should not be overlooked. Culture is easily identified, the question, “how do your fellow  staff members respond when a patient ask if they have washed their hands”. To clearly identify your interests, that question should be the first questions asked in any employment interview.

 Cedar-Siani, one of the safest facilities in the country, had a Healthcare Associated Infection(HAI) issue a few years ago, a comment from a doctor there, “HAI is un-acceptable at our facility”.  Adding the cost/waste associated with re-admissions and HAI occurrence to your monthly financial report should impact your investment strategies and theoretically improve your bottom line.

 HAI, thousands will lose life and limb in addition to the catastrophic fiscal damage in the state of California this year from a completely preventable set of diseases, our Veterans are not faring any better  due to staff members routinely get offended when asked if they have washed their hands.

 Can organized labor help create a safe work place, are the Fed’s in, how will the California Department of Public Health respond to your efforts to be one of the safest and efficient medical facilities in the country, hard to say but I would really like to find out and pass the information on to our Veteran’s care providers.

 Is there a need, time or support for more meetings concerning safety and efficiencies here at TCHD, that I would like to learn as well.

 Once again, thank you for all that you and the entire staff here at TCHD do for others, I really appreciate it!

 

Respectfully,

 

Michael H. Slavinski

 

 

http://h-a-i-5.blogspot.com/

Disabled Sports USA - Anthem

 

 

Ms. Pam Kehaly,                                                                                    February 5, 2015

President, Anthem Inc. , Specialty Business

Commercial Strategy and West region

1 Wellpoint Way

Thousand Oaks, CA 91362

 

 Dear Ms. Kehaly,

 

 Please allow me to thank you and the staff at Anthem Foundation for your support of Disabled Sports USA, support that will benefit those that have given so much for our country.

 

Disabled Sports USA Receives $80,000 Grant from the Anthem Foundation to Improve Health among Youth, Wounded Warriors and Adults with Disabilities

Also I would like to thank you and the entire staff at Anthem for your continued commitment to safe and efficient healthcare, the inspiration for my humble advocacy over the past few years for the prevention of healthcare associated infections in our Veteran’s Hospitals.

Encouraging it is to see the good in people and enterprises, even better when this good finds its way to support our Veterans, once again, “thank you”!

Sincerely,

 Michael H. Slavinski

 

cc

Honorable Governor Edmond G. Brown Jr.

The Great State of California

Honorable California Senator Mark Wyland

Honorable California Assemblymember Nancy Skinner,

Honorable California Assemblymember Katcho Achadjian

Honorable California Assemblymenber Rocky Chavez

Board of Directors, Anthem Inc.

Mr. Austin Beutner

Publisher and Chief Executive Officer, Los Angeles Times

 

"If we can improve the quality of care, that will translate into lower cost," Anthem President Pam Kehaly said. "These are real dollars."

 

California Nurses Associatoin, "Job well done"!

California Nurses Association                                                                             January 11, 2015

National Nurses Organizing Committee (HQ)

2000 Franklin Street

Oakland, CA 94612

T. 510-273-2200

F. 510-433-2790

 

Re: Job well done!

To whom it may concern,

Please allow me to thank the entire staff at the California Nurses Association for their continued support for safe and efficient healthcare, as a pro-bono advocate for the prevention of Healthcare Associated Infections(HAI) in our Veteran’s Hospitals I really appreciate it.

Below is a recommendation of support I posted via Linked- In for Ms. Sharon Schultz, CNE/CCO at Tri-City Healthcare District(TCHD). For a non-healthcare advocate, to address a medical facility, the chain of command comes to mind  but the recommendation is directed at the entire nursing staff at TCHD. The challenges to staff have overcome in the past few years and still maintained several high quality of service is commendable in any industry. Please note the reference in the San Diego Tribune article, the cultural aspects concerning the prevention of HAI, does the California Nurses Association play a role, our Veterans are counting on your support in my humble opinion. This article is most profound, the comments from the healthcare professionals represents a culture in transition, HAI should not be an acceptable workplace hazard in addition to the unsustainable cost for the great state of California associated with HAI and re-admittance and I do believe the California Nurses Association is the key to moving the healthcare industry even further.

 

To whom it may concern,                                                          January 11, 2015

 

As members of the Patient Partnership Council 2014 at Tri-City Healthcare District(TCHD) my wife and I had the opportunity to engage Ms. Schultz and her staff concerning healthcare from a patient’s point of view, the most impressive commonality in their culture, in my humble, was the way they listened.

As business owners, profound knowledge gained for us, passion for the task at hand, most impressive, we could all learn something from these professionals.

The numbers are in, they speak for themselves, regardless of circumstance, Ms. Schultz and her staff perform.

http://www.utsandiego.com/news/2015/jan/10/fines-medicare-hospitals-errors-mistakes/

The employment of both science and creative management strategies has created a safe and efficient healthcare facility which now seems to be inspiring leadership at TCHD, from the Honorable Board of Directors during last month’s Board meeting, “there is no reason why or facility should not be competing with the top facilities in the nation” and my favorite, “we should have another Board meeting every month to spend more time with quality issues”?    

A big meeting fan I am not but it has been a lot of fun observing Ms. Schultz and her crew at  TCHD and from the sounds of things, “the fun is just beginning” and it is quite infectious.

As a pro-bono advocate for the Prevention of Healthcare Associated Infections(HAI) in our Veteran’s Hospitals, there is plenty of good out there and I am thankful for all that Ms. Schultz does for others, the root cause of this recommendation and an inspiration for my continued advocacy for those who served, the first HAI free healthcare facility will improve outcomes for our Veterans. 

Sincerely,

 

Michael H. Slavinski

Owner,

L&M Machining Center

 

"If we can improve the quality of care, that will translate into lower cost," Anthem President Pam Kehaly said. "These are real dollars”

http://h-a-i-5.blogspot.com

 

ps Hope you had a happy holiday!