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Departamento destacado: Surgery & Procedure Scheduling
When it comes to intimidating procedures such as surgery, cardiac catheterization (Cath) or interventional radiology (IR), there can be a lot of unknowns. What can I expect on the big day? What will happen after I’m all done? Will I have to worry about my orders not being in the system? Who can I call if I have any last-minute questions? It’s easy for your thoughts to race as you approach your procedure date, but luckily, there is a team who puts your mind at ease. With Renown Health’s Surgery & Procedure Scheduling department, patients can breathe a sigh of relief knowing that all the nitty-gritty is taken care of before they step foot in the procedure room. This team operates in the mindset of a complex Tetris board – fitting in all the pieces to make sure every patient is set on the path for surgery success. Consistent Contact Our Surgery & Procedure Scheduling team has a unique history. Initially operating as two separate teams, over the last year, our leaders skillfully combined the two teams together under one umbrella. That allows the now singular team to have line of sight across every surgery and Cath or IR procedure plan and be better stewards of the resources they have at their fingertips to provide streamlined, more-connected care for patients. As one might imagine, with the merger of the two teams, the day-in-the-life of each team member is full of a variety of crucial checklist items to cross off – all supporting constant communication from patients to providers. On the surgery scheduling front, these team members are resource rockstars. From working with referring providers to get patients scheduled appropriately to ensuring rooms and equipment are available for every patient, this team makes sure everything and everyone is in place when the time comes to help create a successful procedure and the best possible patient experience. “In surgery scheduling, we handle inbound calls for the outside offices to get time scheduled for each patient in the operating room (OR),” said Lydia Sharkey, Senior Scheduler. “We make sure there are plenty of anesthesia resources and equipment for every surgery, including any important information that we need to schedule patients appropriately and adding all documents to the OR board. If we need to swap rooms or move patients around, we handle that process too.” Over on the IR/Cath scheduling side of things, this team is on the frontlines of patient communication. They are experts in helping patients navigate their procedure from start (seeing their provider and obtaining the proper referrals) to finish (the day of the procedure and post-procedure process). “My day is a little different than the hospital schedulers; our part of the team handles the outpatient aspect,” said Adrienne White, Senior Scheduler. “We are in constant contact with patients and the IR and Cath departments. We help them navigate their procedure, including what to expect during and after the procedure. We get them through the process as easily as possible and ease their minds, so they know what is going to happen every step of the way. It’s all about communication, communication, communication!” This department has a significant overarching role: make sure all documents and ancillary information is set up for all our clinical teams that help with surgeries and procedures. This critical work means that every process is followed, and no important details are left out. “No one wakes up and says, ‘I want to have surgery;” our team goes above and beyond to make sure every single detail is taken care of so that when patients arrive, everything is in place,” said Trisha White. “Our team works hard to ensure everything runs as efficiently as possible because we want to use our resources in the best way possible to serve our patients without delays. We make sure we receive all the orders, codes and insurance and that the teams that follow after us – including our pre-admit team and nurses – have all the information they need to do their job seamlessly." With all the work they accomplish daily – not to mention how they wholeheartedly support each other through it all – it’s no question that the entire team has a lot to be proud of. Besides helping make patient care possible, the team puts their departmental merger and the move to fully remote work at the top of the list. “We’re most proud of merging the surgery scheduling and procedure scheduling teams together and therefore more cohesive,” said Mary Gray, Senior Scheduler. “The merger has made our team blossom and be able to connect with and rely on one another even more. We aren’t afraid to speak up and say something. At the end of the day, we’re here to take care of the patient, but we also help each other out. Our morale has gone up, and everybody is happier. Even though we all work remotely, we are more connected and have a great work-life balance.” “Along with transitioning the two teams into one big team, the move to being fully remote was huge," added Patricia Cruz-Hernandez, Surgical RN Scheduling Coordinator. “We worked through all the glitches, and it was a seamless transition to move into a remote setting. What’s great is that it did not affect patients at all; everything still gets done exactly as it should.” No matter how busy the days may get, Renown’s surgery and procedure schedulers always remember one thing: they are incredibly grateful for their fellow team members. “We have a very efficient and hard-working team of women,” said Pam Chapa Valencia, Senior Scheduler. “I could not have handpicked better people for our team,” added Trisha White. “I feel so lucky to have the team that we have.” A Renown “Why” Our Surgery and Procedure Scheduling team members all have diverse stories to tell about their road to Renown and why they’ve stayed in the department for as long as they have. Whether they’ve been with us for two years or two decades, they all share the same strong calling to care for their community. “I always wanted to help people, and my grandma was a nurse,” said Pam Chapa Valencia, Senior Scheduler. “I loved hearing her stories, and it made me want to be involved in patient care.” “I have a caring nature, and a hospital nature seemed like the right fit – I've been here for 25 years,” added Mary Gray. Several of our schedulers recognized the influence Renown has within our community and the ability to grow professionally and personally, both of which were a driving factor in their decision to make our health system their long-term career. “I’m originally from southern California, and I moved here about eight years ago; my husband always talked so positively about Renown, especially with how big it is and how it has the only level II trauma center in northern Nevada, so my goal was always to get a job here,” said Lydia Sharkey. “It’s been a great environment to be a part of.” “I’ve been with Renown for 17 years, and I chose to come here because of the reputation of the services Renown provided and care they gave,” added Trisha White. “I also knew what opportunities there were for me professionally, and in doing so, we are taking care of our community. I’ve had the chance to grow within my own professional skills and leadership skillset.” A profound feeling of ‘home’ is a common theme among this department. These team members appreciate the sense of community Renown has, the strides we’ve made in expanding our reach and how our health system gives healthcare professionals who are new to the field a chance to succeed. “At the time, Renown was the only hospital that would train nurses, and as a brand-new nurse, I had no experience – Renown took a chance on me,” said Patricia Cruz-Hernandez. “I feel like this is home. Our health system is so community-based and people-first minded, keeping ‘mission over margin.’ We’re growing, we’re expanding, we’re everywhere!” “I was a part of a transition as the cardiology private practice I worked with became a Renown practice, and it was great,” added Adrienne White. “This transition enabled us to provide more services and better care to patients. I stay here because I see the leaps and bounds we’ve been able to make in terms of procedures, accessibility and patient experience.” As true advocates for both patients and each other, the team is proud to have found their niche – and the ultimate beneficiaries? Everyone undergoing a surgery or procedure at Renown. A Culture of Kindness and Gratitude When you meet the Surgery & Procedure Scheduling team, you are greeted with warm smiles and an enthusiastic “Nice to meet you!” You can’t help but smile back and feel the infectious kindness they exude. Renown operates with a People-First mindset, a vision that this department especially takes to heart. They emulate the exact definition of our “Collaboration” cultural commitment. “We’ve built very good relationships and rapport with the OR managers and board runners,” said Lydia Sharkey. “The communication that we have at all three locations is very solid.” “The OR leadership is always so willing to help out whenever they can, and the resources they’ve provided have been huge for us,” added Adrienne White. “All the teams that see the patients after us – especially the surgical pre-admit team and the case managers, are fantastic about collaborating with us and reaching out to solve any issues they may have,” added Trisha White. “We all work so well together, especially since we all impact patient care.” In any organization, strong and compassionate leadership is key to a thriving team. Luckily for our surgery and procedure schedulers, they have Trisha White on their side. They attribute a lot of their success to having a supportive leader who “gets it.” “Trisha has been a scheduler like us, so she completely understands when we’re having an issue, because she’s struggled with the same thing and knows where we are coming from,” said Mary Gray. “It makes us feel like we are not alone – I can always reach out to her, or any of my other coworkers, to ask questions and figure out a solution together.” Despite being a remote-only team that meets in-person only one or two times a month, this group never misses an opportunity to reconnect both online and offline. They frequently shout out their Culture Ambassadors, schedulers Pam Chapa Valencia and Roxanne Abundis, for their team’s high morale. “Even though we all primarily work remotely, our in-person days are some of my favorite days of the month,” said Trisha White. “We feel so uplifted, we laugh and we have fun. We love being with each other. Pam and Roxanne are our Culture Ambassadors, and they both have been amazing at planning fun things for our teams. They go above and beyond to make our team feel cohesive and included.” “Pam and Roxanne have been leaders in creating a fun environment and supportive culture for us,” added Lydia Sharkey. “Whether it’s creating care packages or making sure we all have a good time when we see each other in person, they deserve a lot of credit.” As this team excels in their roles and foster a culture rooted in kindness and gratitude, we can trust that Renown’s surgeries and procedures will continue to thrive, and patients will continue to benefit from their diligent efforts and commitment to efficiency. “We make the magic happen!” closes Mary Gray.
Read More About Department Spotlight: Surgery & Procedure Scheduling
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Departamento destacado: Special Procedures
Chronic pain can be one of the most distressing feelings someone may encounter – and more likely than not, you know someone who is managing their pain as a part of their healthcare journey. In fact, according to the Centers for Disease Control and Prevention, about 1 in 5 U.S. adults have experienced chronic pain in recent years. One of the most common methods of treating pain is through prescription pain medications; however, with the rise of the opioid epidemic across the country, leveraging other interventions to help patients manage their chronic pain has become increasingly more important. What if there was a way to treat pain directly without the automatic need for pain medication? Luckily for patients in northern Nevada, our Special Procedures department at Renown Rehabilitation Hospital specializes in exactly that: interventional pain mitigation sans painkillers. With nearly 95% of their patients who come in with pain-related mobility issues being able to physically walk out of the hospital after their treatment, much-needed relief is clearly in store. Tight-knit and forever-caring, the Special Procedures team knows how to transform the purpose of pain management. A Penchant for Pain Alleviation Renown's Special Procedures team offers a wide variety of pain management solutions that are uniquely tailored to each individual patient’s needs. With the help of a team of 14 attentive nurses, interventional radiology technologists and a surgical technician – plus a dedicated patient access representative ensuring everything goes smoothly behind-the-scenes – these lifechanging interventions include: Epidurals (including steroid epidurals) Nerve blocks Ablations Tenotomies Spinal cord stimulator trials Peripheral nerve stimulator trials The nurses on this specialized team guide patients before, during and after their procedures, making sure they are at ease throughout the entire process. Each nurse emulates both expertise and empathy to help light the path towards healing. “Before each procedure, we get the patient’s vitals, health history and work with the doctor to answer any questions they may have about what is going to happen in the procedure room,” said Michon Edgington, RN. “After they’re all done, they come back to me, and I make sure they are ready to go home by educating them on their discharge. Our goal is to get them back to their families very quickly.” “In the actual procedure room, we perform safety checks, do charting, prepare the sterile tray for the doctor and give medication for conscious sedations, all while consistently monitoring the patient and helping the doctor out along the way to help the procedure go well,” added Shannon Boelow, RN. This team’s dedicated imaging professionals harness expertise that goes beyond capturing images. Their skillful utilization of X-ray technology serves as a guide for doctors administering treatments for pain – and according to our own physicians, our imaging technologists are some of the best in the business. “Our X-ray skills here are specialized,” said Julie Smith, Imaging Lead. “Visually, the doctor needs to see what’s going on inside the body so they can accurately place needles and steroids. We all work together collectively and work with each doctor to accommodate their preferences, helping the treatments go much faster and minimizing the patient’s exposure to radiation.” Serving as the ideal representation of both precision and support, the surgical technician on this team is an important collaborator in the procedure room, helping to ensure the success of every interventional procedure with a meticulous eye for detail. “As the Special Procedures surgical technician, I get the room ready with all the necessary instruments, including making sure everything is sterile,” said Carrie Crow, Surgical Technician. “I enjoy keeping the team organized.” Overseeing it all are the physicians, who are eternally grateful for the team for the life-changing interventions they offer every day. “Our physicians are so phenomenal,” said Brittney Summerfield, Manager of Nursing. “They are very supportive and collaborative, and they always do the right thing. They have total confidence in us.” Seeing patients walk out of the hospital happy and healthy is a driving motivator for this team. Whether they had significant experience in pain management or were ready for a completely new challenge, each team member comes to work every day inspired to move mountains. “I had worked in pain management in other facilities, and I was extremely excited to come here and solely focus on pain,” said Jodi Eldridge, Supervisor of Special Procedures. “I enjoy seeing the patients so happy when they leave no longer in pain. I feel immediate gratification, because you truly feel like you’re doing something big for the patient. It’s very rewarding.” “I decided to come work here because I worked in the inpatient setting for a long time, and I was ready to see a different side of healthcare and provide a different type of care to our community; plus, my coworkers are the best,” added Lisa Dunnivant, RN. There’s no question that the realm of pain management is a delicate one – and there is no team better suited to take on that challenge than Special Procedures, working harmoniously to bring relief and a renewed sense of livelihood for every patient they serve. “Some people believe pain management is just all about pills, and that is simply not true,” said Carrie Crow. “Our procedures are yet another way to help them manage their pain and find relief.”
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Departamento destacado: Marketing and Communications
Nov. 12-18 is Health Care Strategy & Market Development Week. Please join us in celebrating the Marketing and Communications team at Renown Health! When you think of the brand of Renown Health, what comes to mind? Perhaps you think about our Fight the Good Fight motto that you see integrated throughout our commercials and advertisements. Or maybe your mind drifts to our signature purple that you saw on a print design or social media post. You may even think of a local news story that showcases the essence of who we are as an organization. Or you may gravitate toward the look and feel of our patient-friendly website. Managing the brand of our health system is crucial as patients look to Renown to be the voice of not-for-profit healthcare – and it takes a wide range of expertise to solidify that voice. The masters of our voice can be found within Renown’s Marketing and Communications (“MarComm”) team. From branding and business-to-business to content and community relations, this robust department is the minds behind our reputation within the communities we serve. This team is chock-full of expert writers, speakers, designers and marketers who craft positive and memorable communications that lead to a lifetime of patient and employee loyalty. The Connoisseurs of Communicating As the keyholders of Renown’s brand position and promise, our MarComm team are experts at ensuring the community at large remembers precisely who Renown is and what our health system stands for. This all-hands-on-deck department encompasses a wide variety of talents: Marketing and creative services: Traditional and digital advertising, brand templates and collateral and brand image and awareness Communication and public relations: Employee and provider communications, intranet management, social media, media relations, photography and videography, community relations, crisis communications and strategic planning and advisement Digital specializations: Website and microsites, email marketing, customer journey mapping, blogs and chatbots Our Marketing and Creative Services team members are the ultimate dreamers, starting diverse campaigns from the ground up. “In marketing and creative services, we are always dreaming up something new,” said Emily MacMillan, Manager of Marketing & Creative Services. “Between our brand advertising, to service line campaigns to external partnerships, you can always find our team working on a marketing plan and creating ads, content, messaging, videos, graphics, emails, photoshoots and more.” “From Fight the Good Fight brand work to a service line promotion or a sponsorship creative package, the variety of projects my role allows me to bring to life for Renown is almost endless,” added Chad Norton, Senior Creative Specialist. “That can make every day at my job nothing like the day before – which keeps things interesting and my creativity flowing.” For all things storytelling and public image management, Renown looks to the Communications team for expert guidance. “As the Manager of Communications, I get to lead the most talented group of professionals I have ever had the pleasure of working with,” said Caroline Ackerman, Manager of Communications & Public Affairs. “Sometimes there is an urgent matter to tend to, and we drop everything to support larger-scale communications. Other days, we get last-minute requests from our local media partners for TV interviews. On top of that, the communications team supports event planning and employee recognition. It’s so fun to work in this hybrid space where we can get our work done from home while also being present at meaningful Renown events.” At Renown, we believe our external image is just as vital as our internal culture. Keeping our employees informed and engaged every step of the way is of utmost importance to MarComm. “While most of our department supports projects that focus on our patients, guests and visitors, our employee communications team supports internal clients (our employees),” said Dani Vogel, Communications Business Partner. “Therefore, I spend a good portion of my time working with internal departments and service lines to deliver important communications across the organization using a variety of channels. In a nutshell, my day starts with the question, ‘what do our employees need to know today?’ We get to work with so many amazing internal teams.” “I internally project manage some of the marketing campaigns, from open enrollment to our annual report, and each project is different and requires its own approach,” added Colleen McLellan, Senior Production Specialist. “I create the framework for each project, such as establishing a kickoff and ongoing meeting cadence during the project, ensuring we track lessons learned and decisions made for each, create the folder structure in Sharepoint, and opening a project and maintaining the tasks and deadlines in Workfront. I am also often part of a quality circle, proofing ads and other materials created as part of a campaign. As with all of my colleagues in MarComm, we are often resources for where to learn more or find information for other departments.” “One of my roles is to maintain the Brand HQ site and review approval requests,” added Aurora Boles, Creative Services Specialist. “I enjoy hopping on Teams calls to assist our employees with their questions about the site or templates.” Maintaining a high standard of digital excellence comes easy for the Marketing Technology team, who manage the complexities of Renown’s digital front door – starting with our website. “Think about how many health service lines Renown has to offer; now, let's create an organized set of pages for that specific service line on Renown.org – that a lot of pages!” said Sarah LaBarge, Digital Specialist. “It takes time to curate the layout, work with providers and the Communications team to ensure the content is correct and create components and images for the page to give the user the best digital experience while continually updating and maintaining all our pages. We don't just have Renown.org; we have many other microsites that we maintain as well. It is a nice challenge to make both our team and users happy and have a good experience.” "The user experience is always at the forefront of whatever I do," added Tori Bowlin, Digital Content Editor. "When writing health blogs, emails, or health service web content, it's essential to attribute the information to one of our outstanding providers and link the post to a Renown Health Service or reputable source. A thoughtful workflow helps our customers make informed decisions regarding their health and well-being." As a not-for-profit health system, Renown reinvests right back into the community we serve. Our Community Benefit team serves as the overseers of this promise, ensuring our local non-profits that share our mission are able to deliver on their own goals. “I absolutely love the role of community impact and partnership liaison and the opportunity it provides to work with so many wonderful local nonprofits,” said Melissa Dahir, Community Benefit Liaison. “Our local community is filled with so many organizations designed to help those in need, and it is an honor to be contributing to and supporting the work these amazing groups do. My work with this department involves partnering with nonprofit organizations by providing funding for program support through groups identified in our Community Health Needs Assessment, and providing grants for traditional events such as community walks, golf tournaments, dinners, galas and more.” The MarComm team’s paramount focus on maintaining a caring and collaborative culture stems from the impact they have on patients' lives and the crucial trust placed in the organization. For this team, no project to benefit the health and well-being of Renown’s patients is too big nor too small. “As someone holding a core leadership position on this team, I can see firsthand that our team is all about culture and retention,” said Cristal Woodley, Senior Director of Marketing, Communications and Customer Engagement. “At the end of the day, we have an impact on patients’ lives and trust in the organization. I’ve surrounded myself with such smart people.”
Read More About Department Spotlight: Marketing and Communications
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Departamento destacado: Patient Experience
At Renown Health, our commitment to the experience of all our patients and guests is not just a mission – it's a way of life. Our unwavering dedication to creating exceptional experiences for the communities we serve is what sets us apart. Every day, we strive to build a service culture of excellence, one that ensures that every person who walks through our doors has an extraordinary encounter that exceeds their expectations. Renown’s Patient Experience department is the team that fulfills this mission and more. These passionate individuals intimately understand that top-of-the-line service involves the entire healthcare continuum, from the first phone call when scheduling an appointment to the final discharge and follow-up instructions and everything in between. With this collective dedication, Patient Experience is consistently on a journey to redefine what it means to leave a lasting impact in the minds of patients, setting a new standard for healthcare excellence in our community. Our In-House Jack-of-All-Trades It takes a village to ensure every patient and guest continues to have a positive experience at every Renown location and maintains trust in our providers and employees. Our Patient Experience team serves as the mayors of that village, encompassing four main aspects of healthcare service: Service Excellence: Compiles, reviews and resolves patient complaints and concerns to help with service recovery and identify opportunities for improvement. Volunteer Services: Enhances the patient experience by leveraging dedicated youth, adult and college-aged volunteers in a variety of volunteer programs, including pet therapy, healing arts, hospice and more. Language Access: Provides qualified interpretation and translation services to assist our limited- or non-English-speaking populations. Data Management: Uses patient experience data, research and surveys to prioritize system, location and unit-specific service needs to improve clinical and quality outcomes. “Because our department has many segments, no day is the same, which keeps the work week exciting,” said Shelbi Whitehead, Manager of Patient Experience. “Whether we are hosting a pet therapy parade for patients, de-escalating and rounding with upset patients to provide service recovery, offering interpretations for our Limited English Proficiency (LEP) patients, or managing data for the organization, we have one goal in mind: to enhance the experience for our patients and guests at Renown Health.” Cultivating a sense of community and fostering trust in our health system, the Service Excellence team steps in to ensure no concern goes unnoticed and every opportunity to make a positive chance is addressed. “My day consists of listening to patient concerns, connecting with different department leaders and providing support, and working on projects to improve processes,” said Julianne Revilla, Customer Experience Specialist. “To help enhance the patient experience, I round with patients on different floors to know more about their stay and experience with us. If they have any issues or concerns, I let floor staff know and do our best to resolve the issue in the moment.” “My team and I have an amazing opportunity to work with multiple leaders throughout the organization to resolve any patient concerns and provide valuable feedback on how patients are doing while using services that we offer,” added Ricky Garcia Sanchez, Senior Patient Experience Specialist. “A typical day will involve calling patients, rounding with patients, communicating with leaders to resolve events, handling grievances and staying in compliance with Centers for Medicare and Medicaid Services (CMS) guidelines.” “It’s all about hearing what is upsetting them and letting them know that we care about them,” added Shay Morgan, Customer Experience Specialist. “We ask ourselves, what is the main concern the patient has, and what is it they are seeking? From there, we do our internal investigation through Midas and send it to leadership, and then we find a reasonable and appropriate solution or response to let the patient know we are looking into their concern.” As the only not-for-profit health system in the region, Renown depends on the dedicated service of our volunteers. Our Volunteer Services team deploys volunteers across many programs who make a significant difference in the lives of patients and their families. “On a typical day, I may be going between the volunteer information desks assisting that team with anything that comes up while they are helping guests,” said Wendy Peukert, Volunteer Coordinator. “We find wheelchairs for departments, provide guest escorts, deliver flowers and mail to patients, locate doctors’ appointments or anything else that helps someone that walks in the door. We ensure all our programs go smoothly by planning ahead while also being flexible to be ready for anything that comes our way and by keeping communication open with our volunteers. Patients and guests being greeted by friendly, knowledgeable volunteers who show empathy and care is my goal!” “Some of my best days at Renown are volunteering with my dog Moose, who is a certified therapy dog, and watching the healing he provides to patients and employees,” added Shelbi Whitehead. At Renown, we believe that language should never be a barrier to receiving care. Our Language Access team ensures that this goal is realized through providing expert interpretation and translation services. “Renown has many different resources we use to ensure LEP patients and visitors receive a positive, quality visit to our health system,” said Seth Rubin, Supervisor of Language Access. “With signage strategically placed at front desks and check-in areas, patients can point to their preferred language, and we can use the Language Line iPads, phone lines or a dual-role Qualified Medical Interpreter to communicate with the patient or visitor. Within EPIC, we can also set a patient’s preferred language indicating to Renown staff what language to use with the patient and prepare forms in that language. I always ensure all patients are provided with these proper language services, and I also help with employees taking our online interpreter certification course, as well as help when a department needs new Language Line equipment. Additionally, I enjoy meeting with community groups to stay informed on community updates, events and trends around language, immigration and more.” Renown values and utilizes the opinions of our patients across all corners of our health system Maintaining service transparency is a promise, and that promise is fulfilled by our Data Management team, who use all the research and survey tools at their disposal. “My daily work includes a lot of updating scorecards across the network, working with the tech teams to ensure the patient data is getting to the right places, training leaders, analyzing market data and maintaining the reports that go to every corner of Renown,” said Brooke Cyphers, Market Data Analyst. “Through a partnership with our patient satisfaction survey vendor, PRC, Renown ensures data integrity, neutrality and credibility in surveying patients in all our care areas. The data from completed surveys are compiled and disseminated to our providers and leadership at all levels with the goal of transparency and patient-centric practice. These surveys are incredibly important to process improvement directly targeted at addressing areas that have been mentioned by our patients. I love it when people reach out to dive into a particular initiative they want to track or an issue they want insights on.” In their relentless pursuit of excellence in service across many programs, the Patient Experience team remains steadfast in their commitment to delivering the highest quality care and experiences.
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Departamento destacado: Transformation Management
Process improvement, program oversight and performance growth are the three “P’s” that mark the crucial aspects of ensuring everyone within our health system rows in the same direction. The duty of ensuring we transform together under the guidance of strong leadership and clear goals is no easy task – consistently finding performance gaps to close and focusing attention on our many strategic initiatives requires the care and collaboration of team members devoted to continually finding new ways to make Fighting the Good Fight better, brighter and broader. The forefront of innovation and organizational excellence can be found within Renown Health’s Transformation Management Office (TMO). As the heart of program management and strategic business analysis at Renown, the TMO steps up to the plate to ensure our organizational goals resonate through every layer of our health system, from teams on the frontlines to senior leadership. The mastery of these team members lies not only in their abilities to direct resources where they matter most but also in their roles as stewards of our health system’s future. The Eagle Eyes of Improvement When it comes to understanding and supporting Renown’s strategic direction, the TMO acts as our eagle eyes in the sky, overseeing the programs and processes that keep our health system running every day, which in turn helps improve the health and well-being of all our patients. The TMO manages three main functions that are vital to our health system’s bottom line: Leadership Alignment: Aligning organizational goals with management’s plans and the work of the frontline team members, ensuring that everyone is working to achieve the same purpose and partnering with leaders for performance improvement along the way. Program Management: Emphasizing our resources on high-impact strategic initiatives while developing and overseeing 1-3 year roadmaps for all programs at Renown. Strategic Business Analysis: Assisting with closing performance gaps by identifying process improvement opportunities and new capability requirements. “The TMO is here to ensure alignment between organizational goals (strategy) and the plans of our leaders (projects, improvement initiatives and roadmaps) so that our frontline teams are focused on the right things and receiving the maximum amount of support,” said Jamie Baldemor, Director of Transformation Management. “We are all here to fulfill our purpose for our community; we can do this faster and more effectively when we are rowing in the same direction all together.” “In this role, no two days are the same,” added Alan Smith, Transformation Manager. “The team is enthusiastic about the work and vigilant about tackling new challenges. There are days when we engage with frontline teams, listening and observing to gain an understanding of a problem to solve. Other days are spent collaborating with department leaders, identifying new projects and working to shepherd ideas through complicated processes and remove barriers. It is easy for us to see the impact of our work where the change happens daily. As a relatively new department, we have been able to quickly understand the strengths of the team and get to work.” Knowing that ensuring the longevity of our health system heavily involves successful leadership, the TMO’s approach to achieving our organization’s short-term and long-term goals involves closely collaborating with leadership to align growth strategies with support services. “We engage with operational leadership teams at all levels across the organization,” said Robert Forrest, Manager of Enterprise Portfolio Planning. “Most days, we work alongside leadership teams to understand how they aim to grow their business and then work to identify impacted support services teams. This usually involves understanding how project needs match up with resource availability and how we can execute when resources are not available.” The TMO is staunchly dedicated to improving patient outcomes. Our health system can always count on this team to find new ways to expand and enhance our clinical impact to meet the healthcare needs of Renown’s service areas – and they do it by being expert collaborators. “On a daily basis I collaborate with administrative leaders, physician leaders and executives to intake, prioritize and scope projects and ideas,” said Rob Blamire, Enterprise Program Manager. “These projects enhance patient care in neurosciences, cardiology, oncology, children’s health and women’s health. My team is currently working on numerous projects that will expand clinical space and services to support our growing community.” Amidst their culture of enthusiasm and dedication, each member of this team finds their work deeply satisfying, eagerly anticipating each day full of new challenges to solve. Fueled by a shared passion for Renown’s trajectory that drives their collective efforts, they look forward to the promising horizon of our health system’s future. “Being a part of the TMO is fulfilling, and I enjoy coming in to work every day,” said Samy Arellano, Enterprise Program Manager. “The people on this team are passionate about where the organization is heading. I am excited for Renown’s future!” Unique Backgrounds, Exceptional Results Many teams at Renown draw attraction from a diverse array of professional experiences, and the TMO is no different. No two team members have the same background – a fact that the TMO uses to their advantage to pull from a wide range of expertise in order to optimize our organizational goals. "I have experience in healthcare settings as an aide, analyst and manager,” said Rob Blamire. “My diverse professional background includes physical therapy, primary care, pediatrics, healthcare consulting and multispecialty settings. I ended up in the Transformation Management Office while seeking work with overlap among Renown divisions. A team member in the TMO is an exciting position to understand and support the strategic direction of Renown.” For some of these team members, process and program improvement has always been a calling. Being at the forefront of furthering the strategic initiatives for the largest integrated not-for-profit health system in Nevada continues to be an opportunity they embrace daily. "I am grateful to have started my career in process improvement, then called the Transformational Health Care department, where the team was responsible for the execution of 40+ improvement initiatives each year,” said Alan Smith. “After leadership roles in Emergency Services and Renown Medical Group, I returned to my true passion of process improvement to make an impact on a large scale to improve patient outcomes and experiences, as well as contribute to our future goals as a health system.” “I began my time here in process improvement and was exposed to the wildly complex nature of our healthcare system,” added Robert Forrest. “I spent four years on the team running Kaizen and rapid process improvement workshop (RPIW) events, piloting and deploying our daily management system, and supporting organization-wide initiatives as needed. From there, I transferred to the Enterprise Project Management Office as a Strategic Business Analyst. In this role, I supported new projects and initiatives by collaborating with Operational Leadership teams and Project Team members to develop the scope of new requests.” While their backgrounds may differ, one collective goal remains the same among the TMO: help Renown achieve new heights and further its goals, which in turn helps us expand on our mission to make a genuine difference in the health and well-being of our community. The best part? This team gets to do precisely that day in, day out. "Prior to working at Renown, I worked at the Reno Housing Authority as the Director of IT,” said Samy Arellano. “I led IT initiatives and strategic goals for the agency. The goal was to provide better client experiences through technological innovation. I joined the TMO at Renown because I felt that this team was excited about helping Renown leadership reach organizational strategic goals, and I really loved that part of my role as the Director of IT. Now I get to do that every day!” As the team weaves their enthusiasm for our health system into their daily work, the TMO’s commitment to realizing Renown’s vision will never waver. Through their dedicated efforts, this team exemplifies how strategic transformation can pave the way to a healthier future for all our patients. The Renown Reason The TMO is a stellar example of Renown’s determination in action – and to them, working for Renown is a no-brainer. With their devoted efforts and community-minded spirit, they embody our health system’s pursuit of excellence in healthcare delivery. “I am proud to work at Renown Health and drive strategic programs focused on improving membership and patient access,” said Joseph Brooke, Enterprise Program Manager. “This is so important to the community we serve. Our TMO team, Renown leaders and so many colleagues that I work with day to day are committed to making a difference.” "My passion for working to make a difference locally is why I chose to work at Renown,” added Samy Arellano. “I stay because I see the good this organization does in the community.” Like every department at Renown, these team members feel a special attachment to Renown’s mission. They feel a sense of fulfillment not only within their career goals but also within their personal lives. “I love Renown’s mission,” said Robert Forrest. “Coming in every day knowing that we are making a genuine difference in the health and well-being of the people and communities that we serve makes this job incredibly rewarding.” “Renown aligns with my career aspiration to work in a large, clinically integrated healthcare system focused on improving population health,” added Rob Blamire. As a driving force behind improvement and progress, the TMO continues to shape a future of transformative healthcare processes and programs. Here at Renown, we can proudly call them the pioneers of fostering lasting change for our health system for years to come. “Renown has been the best hospital and health system I’ve been a part of. For as long as I’ve been here, there has been an obvious commitment to providing exceptional care to the community which includes many of my family members and friends. I am proud every day to be a part of making it even better,” closes Alan Smith.
Read More About Department Spotlight: Transformation Management
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Departamento destacado: Renown Transfer and Operations Center
Stepping into the Renown Transfer and Operations Center (RTOC) means stepping into a transformative hub of excellence where lives are saved and healthcare is reimagined. As a cornerstone of Renown Health's commitment to exceptional patient care, the RTOC serves as a dynamic nerve center that seamlessly coordinates medical resources, ambulance rides, hospital bed space, remote home systems, hospital transfers and emergency preparedness. In this best-in-class facility, the boundaries of what is possible in healthcare are constantly pushed, and new horizons of patient care are discovered. Staffed with a dedicated team of skilled professionals, the RTOC harnesses the power of advanced technology and compassionate expertise to ensure that patients receive the highest level of care and support, no matter where they are. Through a synchronized network of communication, coordination, and compassionate care, the RTOC team ensures that patients receive the critical support they need when it matters most, working tirelessly to redefine what it means to deliver world-class healthcare. A National Standard Charged with the goal of overseeing the placement and transportation for every patient, the RTOC officially launched in 2021 as northern Nevada’s first and only transfer center of its kind and a nationally celebrated facility. As Renown’s highly coordinated care logistics system, this team uses the cutting-edge technology at their fingertips to customize healthcare to the needs of every patient, manage patient flow and drive healthcare innovation. “Compared to where we’ve started to where we are now, it’s a 180-degree difference,” said Kelli McDonnell, Manager of RTOC. “When we first started building our facility right before the pandemic happened, we took what was six conference rooms and classrooms and turned it into a command center that organizations across the country admire and come to Reno to see what we do. Mel Morris, the Director of RTOC, was recruited exclusively to build our facility with her history of building successful hospital command centers. Many people didn’t realize what a transfer center was or that Renown was the only center in the region – and we only continue to grow.” This best-in-class facility, and the masterful team behind it, handles: Coordinating all incoming patients transferred from neighboring hospitals and 27 counties across northern Nevada, Lake Tahoe, northeast California and neighboring states. Matching patients to the most appropriate bed placement using diagnostic, triage and Epic electronic medical record clinical information in conjunction with medical staff expertise to outline a plan of care that determines the best bed assignment given the patient’s needs. Coordinating video-enabled Telehealth monitoring capabilities for Renown’s four Intensive Care Units (ICUs), as well as Renown patient Telehealth and virtual visits. Monitoring Remote Home systems with Masimo during the COVID-19 pandemic, where some patients received hospital-level care in the comfort of their own homes while Renown clinicians monitored and evaluated their data and plan of care. Serving emergency and disaster management for area hospitals, first-responders and the community with local, regional and statewide emergency and disaster management for sudden-onset emergencies. The RTOC is home to many different critical roles for our health system, including Transfer Center Nurses, Ride Line Coordinators, RTOC Coordinators and more, many duties of which each team member cross-trains on to be able to fill in whenever needed. While their roles may differ, their commitment to their patients remains the same – and they all work together to achieve the same outcome: delivering the right care, at the right time and place. “As an RTOC Coordinator, we do a variety of different things,” said Anna Schaffer, RTOC Coordinator. “We do triage coordination to help our nurses and hospitalists get patients in the emergency department admitted, and we also do bed control to find patients appropriate bed placement. Communication is important, so we always make sure to stay closely connected with the charge nurses on those floors.” “We start with a basic ‘need to know’ and place patients accordingly,” added Karly Brown, RTOC Coordinator. “We get surgery numbers, ICU capacity and discharges and find beds for all patients as quickly as possible. We have the advantage of being able to see the entire hospital.” “I primarily schedule transportation for patients at the hospital who are either going home or going to a skilled nursing facility,” said Sarah Clark, Ride Line Coordinator. “I get requests from case managers to schedule rides, and I work with REMSA and other ambulance services to schedule them. It relies a lot on appropriate and efficient communication and critical thinking.” Patients in facilities across northern Nevada and northeastern California, especially the rural communities, look to the RTOC to help guide ambulances, bed coordinators and hospital staff in finding care for our rural patients. “As a transfer center nurse, I facilitate incoming patients from rural facilities in Nevada and surrounding areas in California,” added Meg Myles, Transfer Center Nurse Specialist. “There are days we may take up to 30 direct admissions from these areas.” “We are the point of contact for inter-facility transfers, whether we are sending patients out or bringing them into Renown,” said Lisa Lac, Transfer Center Nurse Specialist. “We take phone calls from those rural areas, identify what services are needed, connect them to the appropriate provider and coordinate any transfers.” “Simply put, we are the bed wizards,” said Addison Rittenhouse, RTOC Coordinator. The RTOC team continues to break barriers and push the boundaries of medical excellence through leveraging the technology at their fingertips and their unwavering dedication to the health of our community. Inspiring a new era of medical possibilities, these team members have achieved a multitude of accomplishments for both their department and their patients since the birth of the center. “We have significantly reduced the time it takes to get patient admit orders in, thanks in part to the new Triage Coordinator role, and we provide easier access for patients to transfer to us from other facilities,” said Beth Rios, RTOC Coordinator. “We have taken a bigger role in helping the smaller hospitals in our area in caring for patients and improve patient throughput.” “As a team, we’ve done a lot of work in creating an engaging and positive environment, and our internal morale committee has been a huge help with that,” said Kelli McDonnell. “We’ve been working tremendously over the last year and taking all the feedback that we received from the Employee Engagement Survey to make improvements. We had 100 percent survey participation within five days, which is incredible.” “I am so proud of our escalation and problem-solving skills,” said Becca Dietrich, RTOC Coordinator. “When an issue is raised to us, we will always find a timely solution on our end so our care teams can focus on the issue in front of them. We are the eyes in the sky, seeing movement everywhere.” Each day in the life of our RTOC team members is a testament to their commitment, resilience and timework, making a profound impact on countless lives.
Read More About Department Spotlight: Renown Transfer and Operations Center
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How Referrals Work at Hometown Health and Senior Care Plus
Your provider wants to send you to a specialist. Now what? You are about to enter the referral process. A referral is your provider’s recommendation for you to see a specialist or receive specialized treatment. When it comes to referrals, the process can seem like the wild west for people not familiar with it. At Hometown Health and Senior Care Plus, we make the process simple for all our members. We know that access to specialists is a vital aspect of total health, and our goal is to break down those barriers to care at every level. Here is a step-by-step guide to how the referral process with your Hometown Health or Senior Care Plus provider works: 1. Your primary care provider (PCP) or urgent care provider will send a referral to the specialist’s office. A referral can also be sent from another specialist or after discharge from the hospital. This is usually done via email or fax. 2. As your referral is sent, now would be the ideal time to discuss with your provider’s office how the specialist will receive your medical records prior to your appointment. Your provider’s office will most likely send these records to the specialist for you, but it is always a good idea to double-check with them directly. At Renown, the referrals team will send the following items to your specialist’s office when available: ID Insurance card Most recent and relevant office notes to support the referral The referral order Any relevant labs or imaging pertaining to the referral Demographics information 3. The specialist’s office will call you to schedule the appointment after they receive the referral. Each office processes the referrals they receive in a slightly different time frame, so if you have any questions about the status of your referral, it is best to call their office directly. At Renown, if you are enrolled in MyChart, you can access the phone number for your specialist as soon as the team processes the referral. Those not enrolled MyChart will receive a letter in the mail with scheduling information. 4. The specialist will start to develop a course of treatment. That may include procedures, diagnostic tests or medications. Some of these treatments may require prior authorization from your insurance plan, so don’t forget to discuss how and when your specialist will receive the authorizations before you begin your course of care to avoid any surprise bills. What can I expect if I have a Renown specialist? At Renown, we handle a lot of the behind-the-scenes nitty-gritty so you don’t have to. After the referral is placed, it routes to Renown’s centralized referrals team and triaged to make sure you are scheduled with one of our providers with the right specialization for your specialty care needs. This team will also obtain the prior authorization you need and will you to a specialist that is in your network and based on you and/or your provider’s preference and continuity of care. The referrals team will attempt to find you a Renown provider first if you are not yet established elsewhere. For Hometown Health and Senior Care Plus members, prior authorization is not required for certain services if you are being referred to a Renown provider. This makes the scheduling process go quicker for both the provider and the patient. Our referrals team strives to keep their turnaround time for referrals within three business days, not including prior authorization wait times. If your referral is marked as ‘urgent,’ it will be reviewed within one business day so you are seen as soon as possible based on the needs of your medical condition, and you will receive a direct phone call with scheduling information. After prior authorization is obtained, the Renown scheduling team will call you through an automated phone system or via a message in MyChart with a direct link to schedule your appointment. To speak with a Renown scheduler or if you have any questions, please call 775-982-5000. What does prior authorization mean? Prior authorization isn’t as scary as it sounds! Essentially, prior authorization is your provider “going to bat” for you to receive this specialty level of care. Some medical services, including many specialists, are covered only if your ordering provider (usually your PCP) submits an authorization request to your insurance plan. They will include specific details about the type and duration of treatment they would like you to receive and any medical records that support your need for the specialist. After your insurer receives the request, a licensed medical professional will review the request, your records and your plan benefits. They will decide whether the specialty treatment is considered medically necessary based on recognized standards of care. Where can I go for more information? Your referrals and authorizations can be viewed in MyChart. To view them, navigate to Your Menu in the upper left corner of the page, scroll to the Insurance section and click on “Referrals.” The Renown referrals team is available to answer your questions and address any concerns. Give them a call at 775-982-2707 Monday through Friday from 8 a.m. to 5 p.m. Any questions you may have related to referrals and authorizations, including outside-of-Renown providers, can be directed to our expert Hometown Health or Senior Care Plus customer engagement representatives.
Read More About How Referrals Work at Hometown Health and Senior Care Plus
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Departamento destacado: Patient Access
Health systems across the country recently celebrated Patient Access Week from April 2-8. Join us in recognizing our Patient Access team at Renown! Fighting the Good Fight starts the moment a patient steps onto the grounds of our health system. When patients visit Renown on their healthcare journey, they look to the experts to not only help them navigate through the complexities of the process but also ensure their experience with us starts off on the right foot. Renown Health’s Patient Access Representatives (also referred to as “PARs”) are the faces of this entire process. As the key links between patients, providers and insurers, they strive to create a welcoming and respectful environment for everyone. PARs are committed to providing all of Renown’s patients access to the quality care when needed. After all, it’s in their name! A Friendly Face PARs are the front faces of almost all clinical areas at Renown. As the starting point for much of the patient experience, the day-in-the-life of PARs can vary. Checking patients in and out, getting demographic information, verifying insurance, answering phone calls, fostering communication between patients and their care teams, scheduling patients for follow-ups, explaining financial responsibilities and our financial aid programs, creating an overall positive experience and environment, the list goes on – but they all remain united under one goal: setting patients off on the right foot as they access care through our health system. “Each day, PARs are met with new patients who are seeking solutions to different concerns,” said Macy Betts, PAR for Renown Women’s Health. “We are the front doors to this department. We are not just checking patients in and out; we are the first step to the patients receiving the care they deserve.” “We take pride in our work,” added Tanya Quintanilla, Shari Longley and Nancy Arroyo Garcia, PARs for Renown Pediatrics. “Usually, we are the first point of contact within Renown, so we don’t take our role lightly. For example, when we see a newborn, we must ensure the registration has been verified, which consists of patient demographics, patient preferences and insurance verification. We need to be consistent and thorough because what we do affects every point of contact a patient may have within Renown.” “As my team’s senior PAR, my day begins with gathering the outpatient therapy work queue numbers and assigning the team to work them,” added Logan Johnson, Senior PAR in Pre-Registration at Renown. “Our goal is to contact and schedule patients for physical, occupational and/or speech therapy as soon as possible so that they have the maximum benefit and can get back to a normal life as quickly as possible. Our encounters can make or break the entire experience.” PARs never underestimate the power of good communication and compassion. Even during the busiest of times, our PARs work diligently to ensure all patients and their care teams fully understand the administrative side of whichever part of their journey they are about to embark on, lending a helping hand and a smile. “Whether you’re communicating with patients, leaders or coworkers, communication is key,” said Jonathan Figueroa, PAR for the Renown Institute for Heart & Vascular Health (IHVH). “We try and make sure that we do everything possible to make their visit go as smoothly as possible.” “Communication makes the world go round,” added Keith Madrona, Sherry Riley, Erika Rios and Andie Kilpatrick, PARs at Renown Urgent Care – Ryland. “Having a friendly attitude and demeanor is very important. “The PARs in Labor & Delivery do so much more than just registering patients – from escorting expectant parents to their rooms, welcoming newborn babies, processing pre-estimates and more – and the patience and excellent communication I receive from other teams is what keeps me going,” added Nanci Barash-Vietti, PAR for Renown Labor & Delivery (L&D). “This is critical to the success and effectiveness of the PARs in our department.” Shift changes for PARs mimic other teams at Renown, leveraging technology and both written and spoken communication to ensure the next shift begins successfully. "When I come in, the night shift will give me a report on what is going on and what the schedule looks like during the day; then I log in to my computer and get everything that I will need for that day up on the screen,” said Allie Boracchia, PAR for Renown L&D. “Usually around this time we have a 7-8 a.m. induction scheduled for the first patient, so I will grab the pre-made packet that the night shift put together, the unit clerk will call the nurse to get a room number, and I take the patient to the room and have them sign all the forms. After the patient has the baby, then we admit them and finish registration. This is continuous all day long.” Our PARs all agree that regardless of the setting, whether it be emergent or routine, every patient is looking for that advocate from the moment they enter through our doors. “Being friendly, patient and understanding is a must,” said Sheryl Lundgren, PAR for the William N. Pennington Institute for Cancer. “It is so nice being able to brighten the days of patients who are living with a cancer diagnosis.” “In the urgent care setting, a lot of the patients we see are not feeling their best, so it is important that we show them we care and are here to help make check in go smoothly,” added Sam Deithrich, PAR at the Renown Urgent Care – Los Altos. “Patients are relieved that they are speaking to a real person that will help set up appointments,” added Rick Jordan and Celeste Landry, PARs in Lab Services at Renown South Meadows. PARs embrace lifelong learning at Renown, especially as their roles differ day-to-day. They are always ready to jump in and assist on tasks that might be new for them, growing their skills on the job and never hesitating to say, “How can I help?” “As a PAR, you are always learning new things, even when it seems like you know just about everything,” said Liz Cardenas-Ramos, PAR for Renown Endocrinology. “It’s been such a positive experience.” “Giving yourself grace to learn and grow in Patient Access is the key,” said Maggie Savoie, PAR for Renown Primary Care – Fernley. “I find myself learning every day at Renown, and if you’re learning, you’re growing. Being able to take a breath and say, ‘this is a learning opportunity for me, and tomorrow I will be better a better PAR because I’ve gained this knowledge’ is an amazing way to stay positive in the position.” “In L&D, we are all multi-tasking, and every day I am learning something new about my department and patients, as well as how to excel in my position,” added Nanci Barash-Vietti. Renown PARs are the front lines to health care access, and they wear that badge with pride. Jeanette Flores, PAR in the Emergency Department at Renown South Meadows, sums up the role of Patient Access well: “Talk about first impressions!” “I am proud of our team and the excellent care we give our patients,” said Dawn Linker, PAR for the Renown IHVH. “We want them to have a good experience.” Impactful Accomplishments The role of our Patient Access team members goes beyond the desk. A patient’s healthcare journey begins, and sometimes even ends, with the helping hands of our PARs, leaving a lasting positive impression of Renown. "Our interactions with the patients make a difference before they see the provider, so we always demonstrate a welcoming and helpful atmosphere for the patients to feel like their needs are being met,” said Mary Dettling, PAR for Renown Endocrinology. “I love seeing the difference we make in peoples’ lives,” added Shannon Leone, PAR for the Stacie Mathewson Behavioral Health & Addiction Institute. “We can get patients at their toughest and worst times. Watching them overcome their fears, traumas and addictions has been very rewarding.” Our PARs don’t just make goals for themselves – time and time again, they surpass them, all in the name of patient experience and excellence. “We have not only met our monthly point-of-sale scores, but we also have exceeded our stretch goal for the last eight months and our scores have been in the 50th percentile or higher,” said Jeanette Flores. “Along with being the top point-of-sale collectors, we have also been known to be some of the sweetest and most helpful staff at South Meadows,” said Katie Morrill, PAR in the Emergency Department at Renown South Meadows. As their teams grow, so does their impact on our patients. PARs are dedicated to providing the best customer service possible, and with their expanding teams, that service goes even further, even throughout the pandemic. “A year ago, we only had one PAR; now, we have a full and amazing team,” said Alex Bucholz, PAR for Renown Advanced Wound Care. “We have come so far in a short amount of time.” "During the pandemic, we have maintained a core group of individuals who come in every day and help keep this office and all its parts moving smoothly,” added Shannon Leone. “We have maintained a full patient load the last three years and never had to close our office for any reason. We have even had the opportunity to start our Medicated Assisted Treatment and Transcranial Magnetic Stimulation programs.” "We successfully operated and maintained our pediatric COVID clinic, which is the only one within our five clinics,” added Tanya Quintanilla, Shari Longley and Nancy Arroyo Garcia. “We feel proud knowing our tiny humans are protected with the COVID vaccine.” Like many other teams at Renown, our PARs are masters at teamwork. Despite any obstacles that may happen along the way, they are always there for each other to ensure every patient gets the care and attention they deserve. “We call ourselves the ‘A-Team’ here in Pulmonary,” said Shannon Birnberg, PAR for Renown Pulmonary & Sleep Medicine. “We have persevered through changes, additions and departures. We are most proud of bringing different personalities to the team and being super strong and effective.” “I have noticed the team always steps up whenever needed,” added Brittany Hughes, PAR for the Renown IHVH. “Everyone has a great attitude and is very positive!” “While our team is fairly new, we are growing together, learning our strengths and weaknesses and always pushing for stronger unity,” added Angel Freer, PAR in the Emergency Department at Renown Regional. When our PARs find ways to simplify a process or make a workflow run more efficiently, they don’t waste any time in making that happen. They take any opportunity to enhance patient experience. “Our team came up with a solution on how to get patients registered faster,” said Jess Castillo-Marquez, PAR in Lab Services at Renown Regional. “We came up with modalities which assign each PAR their own procedure in which they will be registering for during their scheduled shift. It has been a great success, helping our productivity and keeping our patients satisfied with our service.” “We are proud of our successful implementation of our new therapy workflow,” added Logan Johnson. “Patients are now waiting much less to be contacted about their care.” Our PARs know that teamwork makes the dream work, and their commitment to the patients they serve – and the goals they continue to blow out of the water – continue to inspire them daily. “You are only as strong as your team,” said Aundie Yonker, PAR in the Emergency Department at Renown Regional.
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Departamento destacado: Acute Care Rehab Therapy
Being admitted to the hospital is never easy. Being admitted for a traumatic injury can be even harder. Whether it's learning how to walk again or powering through a new speech therapy routine, recovering from an injury that may affect the course of your life can be daunting. But it doesn’t have to be, thanks to the Acute Care Rehab Therapy team at Renown Health. The smiling faces of the Acute Care Rehab Therapy team at both Renown Regional Medical Center and Renown South Meadows Medical Center will make you see that there is a light at the end of the tunnel. Your dedicated physical therapists, occupational therapists and speech language pathologists are here to serve you and place you back on the right path to recovery and function. The Role of Acute Inpatient Therapy The Acute Care Rehab Therapy team comes in at a critical juncture in a patient’s care process after hospital admission. As one of the primary rehabilitation partners on a care team, these dedicated therapists are here to maximize every patient’s safe and independent living before they set off back home – all while reducing the risk of hospital readmission. “As physical therapists, we address musculoskeletal deficits and assess a patient’s current function after acute injury or illness from their baseline and develop a plan for functional recovery,” said Kristie Eide-Hughes, Physical Therapist at Renown Regional. “We also use our clinical expertise to assist with the discharge process and make sure each patient has the best durable medical equipment the first time around, removing the guesswork.” “On the occupational therapy side, we work with patients to facilitate their independence with basic life skills, such as dressing, bathing and using the restroom,” added Jeanne Clinesmith, Occupational Therapist at Renown Regional. “In the pediatric setting, we help babies and kids get back to what they were doing before they came into the hospital,” continued Rhonda Yeager, Pediatric Occupational Therapist at Renown Regional. “In the NICU specifically, we support the development of babies, trying to prevent problems from worsening. It’s nice to be a source of positivity in an otherwise intimidating situation.” The role of therapy in this setting reaches all ages, from babies in the neonatal intensive care unit (NICU) to adults approaching end-of-life care. Every therapeutic approach is tailored specifically to each patient. “Therapy is more of a habilitative approach for infants in the NICU, while it is more of a rehabilitative approach for kids and adults following injury or illness,” said Sara Carolla, Physical Therapist at Renown Regional. Each team member in the Acute Care Rehab Therapy department is dedicated to each patient, helping them make progress from start to finish and giving them the tools to succeed along the way. “I enjoy the variety of the patients we get to see and the ability to see them make gains from the wonderful treatment they get in the hospital from my team,” said Kelly Schwarz, Occupational Therapist at Renown South Meadows. “We provide education as each patient’s acute issues evolve,” added Nicole Leeton, Speech Language Pathologist at Renown Regional. “One of my favorite parts of my work is the patient and family education aspect, and that includes other healthcare provider education as well. It’s a moving picture.” Moreover, every team member gives each patient tools to learn how to be themselves again and empowers them to continue striving for the best possible result of their therapy “We get the opportunity to make a person’s bad experience in life better even by spending one session with them, giving them the keys to unlock something that they didn’t think they had the ability to do,” said Dana Robinson, Occupational Therapist at Renown Regional. On the Road to Independence Our dedicated therapists in the Acute Care Rehab Therapy team set the stage for a patient’s recovery process after trauma, showing them their potential for independence. With a multitude of patients coming into the hospital with many degrees of medical complexity, each day is different while the end goal is always the same: to optimize function as early as possible while overcoming any barriers and paving the way for a comfortable and effective quality of life. “Early intervention is a big piece,” said Nicole Leeton. “Us seeing patients early can get them recovered and independent more quickly and help prevent future illness and injuries. For example, in speech therapy, getting in early and facilitating communication skills for patients with impaired speech can make a huge difference.” Acute Care Rehab therapists dig deeply to see the whole picture of each patient’s situation to foster their independence – their history, social skills, support system and more. “Sometimes, we are the difference between independence and dependence,” said Dana Robinson. “We are the eyes and ears because we have so much time with the patients. Our team is extremely collaborative and develops a great rapport with patients, so they feel comfortable telling us everything going on with them.” “For kids, we teach parents ways they can help their kids by setting up their homes and the equipment they need to succeed,” added Rhonda Yeager. According to the team, one of the biggest keys to independence is repetition. A continual flow of getting up and trying again is crucial for recovery. “Repetition helps people regain their quality of life back sooner and control their recovery process,” said Megan Hough, Physical Therapist at Renown Health. “Helping people continue to get stronger and more independent makes my job so rewarding,” added Sam Brown, Physical Therapist at Renown Regional. Knowing that they have made a difference and help shape a patient’s overall development inspires each therapist to never give up, regardless of how difficult an injury presents. There is no set schedule for recovery, and the therapists are always in the patient’s corner. “This team has the most passionate, caring and dedicated individuals that I know,” said Kendra Webber, Manager of Acute Inpatient Rehab Therapy Services at Renown Regional. They give 110 percent to every patient every time to ensure they have what they need to regain function and independence.” “By tailoring therapy to the individual, the bounds are virtually limitless for what we can accomplish,” added Dana Robinson. It Takes a Village Since acute inpatient therapy is never a one-size-fits-all approach, it truly takes a village for this team to move the mountains they do for patients every day. These teams are fact-finding masters, gathering all the necessary information from the patient, their family and their care team to figure out their precise needs. “We are a consistent presence for our patients, identifying a lot of different needs and meeting those needs to help patients grow in their treatment process,” said Kelly Schwarz. “By collaborating with each patient’s diverse care team, we are able to employ the clinical judgment to help patients overcome physical, emotional and environmental struggles and set them up with the proper resources once they leave our setting.” “Our team has steady communication with physicians, nurses, acute care technicians, respiratory staff, physician assistants, case managers and more to ensure the best possible care,” added Jet Manzi, Physical Therapist at Renown Regional. Constant communication and collaboration are also necessary beyond the acute treatment process. These skills are vital in order to facilitate discharge planning, and the Acute Care Rehab therapists are an essential resource in the discharge process alongside our Hospital Care Management team. “Often times, a patient’s family needs a lot of guidance in helping their loved ones determine the next level, and we help them navigate those steps and the resources available to them,” said Mark Stumpf, Occupational Therapist at Renown Regional. “And it’s all a team effort.” “Our therapists are the most committed, generous, hardworking people,” added Courtney Phillips-Shoda, Supervisor of Rehab Therapy Services at Renown Regional. “Despite being short-staffed, we come to work every single day and give everything to our patients. They are the priority.” If you take away one thing, know this for certain: Renown’s Acute Care Rehab occupational, speech and physical therapists will always be there to help patients continue on a positive trajectory to physical, mental and emotional recovery. “Whether you are a patient or a provider, if there is a problem, never hesitate to reach out to us,” said Nicole Leeton. “We are always receptive to anyone seeking our help.” With the Acute Care Inpatient Therapy team on their side, a patient’s journey to recovery is only just beginning.
Read More About Department Spotlight: Acute Care Rehab Therapy
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Departamento destacado: Environmental Services
This week is Healthcare Environmental Services Week (Sept. 11 - 17, 2022). Join us in celebrating our Environmental Services department at Renown Health! Cleanliness in a healthcare environment begins and ends with the hard work of an environmental services (EVS) department, and at Renown Health, our EVS teams are no exception. This department not only provides sterile care areas for every patient, but they are passionate about keeping Renown’s patients, visitors and employees safe. Everyone who comes through the doors of any Renown location is immediately greeted with the embrace of a thoroughly clean and disinfected space, and they can rest assured that they are receiving care in the safest environment possible – and it’s all thanks to the dedication of EVS. Transcending the Meaning of Clean Talk about “squeaky clean!” All EVS team members follow a meticulous cleaning procedure to maintain patient safety in every care area. No corner or crevice is ever left behind – and the entire team is passionate about ensuring no spot goes untouched. Cris Hughes, Manager of Environmental Services and Linen for Renown, emphasizes that her team “is the frontline defense in stopping the spread of infections.” There is no question that the work the EVS team does every day around the clock is crucial to protecting the lives of patients. “I love coming to work to clean and disinfect,” said Mary Orozco, Environmental Services Technician at Renown Regional. “I feel like I’m saving lives.” After setting up carts with special cleaning chemicals, each team member heads to their assigned care areas and follows this step-by-step process (while changing gloves and using hand sanitizer in between each step to prevent contamination): Step 1: Collect and dispose of all the trash in the room. Step 2: Disinfect every item and surface. According to this department, blood is the most common bodily fluid left behind after a patient leaves a hospital room. Step 3: If there is a bed in the room, make the bed with fresh linens. Step 4: Mop the floors, ensuring every nook and cranny is thoroughly cleaned. Each team member goes through a rigorous environmental services training process, where they are taught the four-step procedure outlined above. Renown EVS Technicians are Certified Healthcare Environmental Services Technicians, otherwise known as CHEST-trained. The CHEST program “pairs quality education for high-performing health care environmental services professionals with evidence-based training sessions,” according to the Association for the Health Care Environment. CHEST certifications are also the key pathway to being promoted from housekeeper to EVS technician and being cleared to handle blood and other bodily fluids. Upon completion of the program, Renown is committed to promoting housekeepers to the next step in their career. The EVS technicians do such a good job that they have been continually celebrated by patients and visitors alike. “The patients and their families give so much support for my work that they even want to ‘take me home' with them,’” said Josephine Ubando, Environmental Services Technician at Renown South Meadows. Brittany Sylvester, Supervisor of Environmental Services for Renown, reiterates the department’s devotion to their jobs, as well as their talents that transcend the meaning of clean: “The EVS team has so much dedication to keeping our hospitals safe for our patients. They work so hard, and the passion they have is remarkable.” We Have Your Back How many of us can appreciate a great leader who helps provide optimal experiences at work? Most likely, you just internally raised your hand. In the EVS department, all team members consistently brought up one person in particular that always supports them in every endeavor: Cris Hughes. “Cris motivates me,” said Dianda Enchante, Environmental Services Technician for Renown Regional. “Cris practices open communication and always follows up. We know she has the team’s back.” “I wish we could have a monument outside to show appreciation for our leads because they are amazing,” said Josephine Ubando. “We have the best supervisor and manager.” For Rosario De Gomez, Environmental Services Technician at Renown South Meadows, Cris and her team leads are part of the reason why she has stayed at Renown for 23 years. “My team lead and manager are good people,” she added. Cris responded back to the piles of praise, saying that she could not be prouder of her team. “I feel their accomplishments and challenges, kind of like a mom does.” Imelda Castillo, Environmental Services Team Lead at Renown South Meadows, is also humbled by her employees and their compliments towards her. They continuously inspire her to strive for excellence in her job after 21 years of working for Renown. “I want to celebrate everyone,” said Imelda. “We are a team!” A strong team indeed. Sha’vonne Mclean, Quality Assurance Analyst for Renown, “could go on and on about the work that goes on in the EVS department.” Sha’vonne emphasizes that the EVS technicians and housekeepers are the backbones of our health system. “We as a team are responsible for the health and wellness of Renown, from top to bottom,” she added. “EVS works countless hours doing what they do best: cleaning and disinfecting. The hard work that happens in this department especially makes them deserving of the spotlight.” The immense support coming from every EVS team member – especially trickling down from their team leads and manager – only adds to the level of passion for infection prevention and patient safety they each hold in their hearts. And by having each other’s backs, they in turn have YOUR back as well. A Strong Culture Match The culture the EVS team has fostered in their department is so powerful that many EVS career holders have surpassed several years, and in some cases, even decades. Several team members in this department started their EVS careers at Renown between 10-20 years ago – and they never left. Their commitment to Renown’s mission and vision shines through in their work and their years-long tenure with us. “I come from a culinary background, and let me tell you, this is a totally different experience,” said Brittany Sylvester. “I have learned so many things about the process of keeping a hospital properly cleaned and disinfected for our patients in the community. I just love being a part of this team and the culture at Renown.” New employees who would like to embrace an environment where they are continually lifted up by their teammates are always welcome to join Renown EVS team. Communication, collaboration and a good attitude are needed to match the energy and level of support this team brings to work every day. “I have never seen harder workers than those in our EVS team,” said Sha’vonne Mclean. “A good majority of our team members have been here a long time, and yet, their energy never wanes. They are inspirational.” “The sense of pride we have makes me so happy,” adds Rosario De Gomez. “We are very passionate about everything we do here.”
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