July 8, 2013

Urban South Region

Two hospitals, two opposite experiences

Janell Anderson, Director of Education at Utah Valley Regional, is quite familiar with the Urban South Regions journey to improve patient engagement. A real-life experience at two hospitals on opposite sides of the country, however, enabled Janell to personally experience how patient engagement principles can make a huge difference for patients. While Janell and her husband, Ed, were visiting grandchildren on the opposite side of the country, Ed started experiencing some excruciating pain in his back. Janells daughter took her and Ed to the emergency department of a nearby hospital one about the size of Utah Valley Regional. The experience was not what Janell or Ed were hoping for. Before being taken back to their room, the Andersons waited for five minutes listening to two clerks talking about personal things before one of them finally acknowledged them. After the same clerk took them back to a treatment room, she communicated it would be a few minutes until the nurse would arrive. Forty minutes later, the nurse finally came in. She told the Andersons she forgot her marker for the patient communication board and to just remember her name. After the nurse abruptly left, Janell and Ed were left wondering where the call light was and when the doctor would be there. According to
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Living Well in honor of her brother

2013 Employee Summer Party THIS week

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Disaster training with a fun twist

TWO HOSPITALS, TWO OPPOSITE EXPERIENCES continued Janell, this wasnt feeling like a positive service experience. The doctor eventually arrived and, after a CAT scan was ordered and performed, he returned to quickly share that Ed had a slipped disk and there was nothing they could really do. The doctor was very short with us, says Janell. We asked if it would be better to drive home or fly and he said, I dont know. Either way, its going to hurt. Ive had one for 30 years and you just learn to live with it. With little pain medication and a lot of frustration, the Andersons left the hospital. After a long flight home, Janell took her husband straight to the ED at Utah Valley Regional. Her experience there, they would quickly learn, would be in stark contrast to the other hospital. It was so different when we got here, says Janell. I could tell that patient engagement principles were being followed. The woman at the registration desk immediately acknowledged the Andersons and was welcoming and personable. Once back in their treatment room, the nurse arrived shortly thereafter and introduced himself. He filled out the patient communication board and made sure Janell and her husband understood all the information there. He explained to them the anticipated duration for their stay and tests, as well as when they would see the doctor. He also clearly explained where the call light was and made sure to thank Ed throughout his stay. Janell believes their positive experiences came not because the staff knew Janell as a fellow employee, but because they had been trained properly. Those nurses did not know me, says Janell. Thats just how they were. Janell described how every single one of the nurses wrote on the patient communication
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board. The Andersons also appreciated that the nurses each explained in detail what they were writing on the boards. Our trip to the ED could not have been better. It was such a contrast from what I saw at the other hospital, says Janell. Test results showed a large herniation in Eds back, prompting a surgery shortly thereafter. Ed was admitted to the 4th floor for his recovery. There, Janell says, her husband experienced the same great treatment they had in the ED. From clearly outlining expectations, being totally committed to managing Eds pain, to rounding regularly, it was an experience Janell says shell never forget. I could not have been more pleased with the culture I saw on the 4th floor. says Janell. It was just not one nurse, it was every single nurse. They were all practicing the things weve learned on our journey to service excellence. Janell and Eds experience validate all of our effort around living our Healing Commitments, AIDET, managing up, patient communication boards and hourly rounding, says Todd Hendricks, Director of Service Excellence. Lets continue to make this the best place for patients to receive care. Janell says Ed is doing well as he continues to heal at home. While she is grateful the entire experience is over, Janell says she is glad she saw, firsthand, what a culture of true patient engagement can do.

Record-breaking event
This years AF Canyon Half Marathon broke several records do you know what they were? Find out in the latest Sync With Steve blog post by Region Vice President Steve Smoot. To access Steves blog, click on this link or go to Intermountain.net and click on the Sync With Steve link in the right-hand column under My Workplace. Youll want to make sure youve set your workplace location to the Urban South Region.

Living well in honor of her brother

Rachelle Wardelle, PBX Manager of the Urban South Region, started running in 2009 as a way to commemorate her younger brother, Trevor, and meet a personal fitness goal. Today, Rachelle has progressed past rookie runner to an athlete who recently placed as the third female runner in the Utah Valley Marathon with a time of two hours and 59 minutes. Rachelles love of running comes from the endurance the sport requires. The main thing that drives me is the challenge of it, Rachelle says. This last marathon was particularly difficult for Rachelle as she was running on a foot injury. However, she overcame the challenging miles, especially the ones leading up to the finish line, by thinking about her brother who fought mental illness every day. The main thing Im learning is that we can overcome anything. At the end of the race, I always remember Trevor and how I can fight and overcome anything just like he did. Rachelle wrote in her marathon recap on her blog, Running for Trevor, No one ever crossed the line of a marathon and said that was easy. Marathons are hard, life is hard. In the end, once you cross that finish line it is always worth it.

Treat your tastebuds

Omelets in July:
Tuesday, July 9, River Rock Caf, 7 10 a.m. Thursday, July 30, River Rock Caf, 7 10 a.m.
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How can the 10,000 Steps program help you

The 10,000 Steps program is designed to help employees be moreactive. To take part, do this:
Walk a minimum of 6,000 steps for at least five days each week (or20 days per month).  Track your steps online each month on the 10,000 Steps Tracker, which you can access by clicking here.  Record your steps for each month no later than the fifth of the following month.

How will you benefit? In addition to managing your weight, participating in the program will help you:
Improve your mood and your energy Cut stress Reduce bad cholesterol Increase good cholesterol Reduce your risk of heart disease

Another benefit is monthly prize drawings for people who participate and a MAJOR benefit is the programs grand prize: A Hawaiian vacation for two. One common question about the program Can you do other things instead of just walking for example, does mowing the lawn count? The answer: Yes. All kinds of activities count as steps, including mowing the lawn, playing basketball, bicycling, and gardening. The 10,000 Steps website has a chart you can use to convert what you do into steps. Click here to see it. Some of the items it contains (and a list of how many steps you can count for each minute of activity): ACTIVITY STEPS FOR EACH MINUTE OF ACTIVITY Aerobics (low impact) 125 Basketball 230 Bicycling 100 Gardening 73 Mowing the lawn 160 Swimming 133
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10,000 STEPS continued Yoga 100 Zumba 197 Simply add these numbers to your steps to count toward your total for the day. Keep tracking your steps and come December, Hawaii could be yours. For more information, click here to see the 10,000 Steps web page. If you have questions, contact the Healthy Living team by calling 1-800-442 5260. For USR-specific prizes, see the flier at the end of Stories.

Utah Valley Medical Explorers return from Dominican Republic

The Utah Valley Medical Explorers recently returned home from another humanitarian trip to the beautiful jungle towns of the Dominican Republic. A team of 28 teenagers and 10 leaders ventured to the Caribbean early last month to work with the DREAM Project, a non-profit organization that specializes in healthcare and education. The explorers spent most of their time along the north coast of the country teaching lessons in first aid, dental hygiene and women's health to children and adults in the neediest of the communities. The group also did several painting and labor projects in various DREAM Project buildings throughout the community. As part of their efforts, the explorers spent several weeks before the trip collecting educational and medical supplies to donate. When they arrived, they were able to gift DREAM nearly 2000 lbs. of resources that will be used throughout the year. The Medical Explorers enjoyed their time teaching and painting, but loved playing games with the Dominican and Haitian children the most. They taught the kids Duck, Duck, Goose and learned songs from them as well. They ate plenty of local food (chicken, rice and beans) and they got to enjoy the tropical country as well. All in all, it was another successful trip for the explorers. Employees from the USR who went on the trip include: Maria Black, Mark Loveless, Taunya Cook, Lisa Smith, Kevin Crockett and Carolyn Lutze. For more pictures, click here.

Just Move It
Be Stronger than your StrongeSt excuSe
2013 Employee Summer Party
Orem Community Hospital: July 10, 11:30 a.m. - 2 p.m., 5 - 7 p.m. American Fork Hospital: July 10, 11:30 a.m. - 2 p.m., 5 - 7 p.m. Utah Valley Regional: July 11, 11 a.m. - 2 p.m., 4:30 p.m. - 8 p.m.

Come enjoy great food, games, fun and wonderful company.

Terri Flint asks: What do you miss when you try to do too much at one time?
We all do it. We do it without thinking about it. Im doing it right now. You probably are, too, says Terri Flint, PhD, LCSW, Intermountains Director of Employee Wellness. We do two things at one time. Lately Ive been wondering what Im missing by trying to do too much too fast. Maybe Ive overestimated the rewards of multi-tasking and ignored the downside. She asks: By always trying to hit two targets, am I actually missing both of them? Am I missing the enjoyment of doing either task by trying to do both? Could it be that the richness of life slips by while were busy trying to accomplish two things at one time? Could I just enjoy eating breakfast without the TV? Could I drive to work and notice the beautiful mountains without the news? Could I just answer one email at a time rather than taking a phone call (sorry!) while Im doing it? And if I did do just one thing, would I really get less done? Or would the quality of the moment counter all of the do-overs I often have to do while Im multi-tasking? I dont have the answers to these questions. But Im going to explore answers. What do you think? If you have any feedback on the upside and downside of multi-tasking, send Terri an email. Id love to hear from anyone who has ideas and suggestions about how we can continue to be healthier in mind, body, and spirit, she says. You can reach her at terri. flint@imail.org. And to get regular email tips from Terri on Living Well or all kinds of free, confidential coping help from Intermountains Employee Assistance Program click intermountainhealthcare.org/eap or call 1-800-832-7733.

Do you have a passion for purses?

Come and peruse our new line of bags, Passion NYC, in the Utah Valley Regional Gift Shop. You will find stylish, vibrant purses at unbelievable prices!

Annual 4th of July parade at R-Kids

Kids of all ages, from little bikers to the red, white and blue preschoolers participated in this years 4th of July parade. Come join the fun. There are openings for all age groups. Call 801.357.7458 to sign-up.

A Reminder of Intermountains Dress Standards

A summary of our dress standards is below, and you can click here to see the entire dress code. Thank you for following it, and for remembering: Looking professional helps our patients trust us and its one of the keys to our continued success.

1. Personal identification. An Intermountain name badge must be worn in a visible location in the upper torso area 2. Personal appearance. Employees are expected to practice personal hygiene such as to be neatly groomed and
at all times while at work. ID badges are to be free of pins, stickers, or anything else that blocks the photo or the name. free of body odor or strong perfume or cologne that might interfere with those who are ill or allergic to such odors or fragrances. Hairstyles are to be conservative, clean and neat, and should not inadvertently make contact with patients or customers. Beards and mustaches are to be neatly trimmed. Employees may be asked to cover tattoos at work if they are deemed to be unprofessional or distracting. For infection control purposes, employees in patient care areas cannot wear artificial nails and wraps.Patient care providers should wear short, natural nails. 3. Jewelry. Employees should select and wear jewelry that does not create a safety hazard or interfere with ones work. Visible body piercing is not permitted except for piercing of the ears. Ear jewelry should not be excessive (maximum of two conservative earrings per ear). 4. Clothing appearance. Clothing should be clean, pressed, and in good repair, without holes, rips, or tears. Employees should wear clothing that is appropriate to their work setting and follows their department dress standards. If uniforms are required in a department, each employee is expected to follow that requirement. Unacceptable clothing: Jeans, bib overalls, cargo pants, miniskirts, baseball hats, non-dressy T-shirts, sweats, athletic or track clothing, tight or revealing clothing, beach-type footwear (including flip-flops and sandals with velcro straps), and outdoor-oriented footwear such as hiking boots or water shoes. 5. When the standards apply. Any employees who are at work as part of their regular duties and are representing themselves to the public as Intermountain employees are to adhere to the professional image standards. The standards do not apply to employees attending education classes or conferences and are not reporting for their usual work duties. 8

Do you have a story? Let me help you tell it.

Please contact me at 801.357.4211, Ryan.LeCheminant@imail.org or stop by my office in the Communications department with your stories and ideas.

Disaster training with a fun twist

Vicki Murdock, RN, Disaster Team Leader/Trainer for Surgical Services at American Fork Hospital, takes disaster training seriously, probably more serious than most people. However, her serious training is fun for everyone involved. Last months training theme was all about CODE RED and even included a feast of only red food. The month started out with an early morning in-service meeting where the staff was escorted outside and Provo City Fireman, David Yea, gave a hands on demonstration on how to use a fire extinguisher with a real fire and all. Many staff members had a chance to use the PULL acronym and test their skills at putting out a real fire. A bulletin board in the employee lounge reminded employees of the importance of the CODE RED training theyd received and reminders were posted of protocol for patient care during a CODE RED. At the end of the month, a CODE RED luncheon was planned and the staff was invited to bring foods that were red. Department Manager Dorothy Houston provided pulled pork for sandwiches and the rest was red-iculously delicious. Vickie is passionate about emergency preparedness and disaster training, says Dorothy. She has attended the FEMA training in Alabama, locally sponsored training events, as well as online training. She is currently a member of the 150 person Disaster Medical Assistance Team (UT-1 DMAT) for Utah. She and a supportive team of helpers, Penny Park and Shelly Weber, have increased our knowledge and awareness of being prepared, with a fun twist.

Intermountains people talk about what theyre reading this summer and how the right audio book helps them walk their 10,000 steps a day
Charles Sorenson, MD, asks a question on his blog this week: What are you reading this summer and have you listened to any good audio books while youre doing your 10,000 steps a day? Here are some of the answers Intermountains people are sharing: Klaus Schulz of Lake Park says: The Seven Habits of Highly Effective People. This fundamental guide to being open, fair and with patience and forgiveness ignores trends and pop psychology for proven principles of integrity, honesty, fairness and human dignity. This audio book is still helping people solve personal and professional problems after 15 years! Mark Rees of Lake Park is reading The Seven Habits of Highly Effective People for the third time. He asks: If you listen to Seven Habits three times, is it now 21 habits? Whitney Holdsworth of Primary Childrens is reading Is Everyone Hanging Out Without Me? by Mindy Kaling. She says: The author stars in shows such as The Office and The Mindy Project. This audio book is hilarious and narrated by the author. You can exercise to it or listen to it in the car. Amy Caywood of Intermountain Medical Center says: I love listening to podcasts while I run. There are so many great free ones on iTunes! My favorites are NPR Wait Wait Don't Tell Me! and Story of the Day, the Onion Radio News, Knitpicks podcast and The Classic Tales podcast. It's great to know I can put on a podcast and 45 minutes later, the podcast is over and the run is complete. If I find an amazing audio book (The Glass Castle, The Host, and The Lovely Bones have been a few favorites) I run even more! I commit to myself to only listening to the book while I'm running, then I want to get out and run because the book is so great. Click Intermountain.net and go to the comment section to share what youre reading (or listening to) this summer. And see Charles comments about one of his favorite audio books: Lonesome Dove by Larry McMurtry.

BLOG BOX: This weeks post on

Pulse
with

Dr. Charles Sorenson

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How do you LiVe Well?

Email ryan.lecheminant@imail.org a picture and description of what you do to Live Well, and you could be featured in Stories. The exercise classes listed below are offered as part of the Wellness Center membership. To sign up for the Wellness Center or if you have questions about membership, etc., call 801.357.7270.

Zumba is going on now

Zumba classes are held every Monday and Wednesday at 6:30 p.m. call 801.357.3214 for additional details. Zumba classes are offered as part of the Wellness Center membership. Come get fit with us! Below is the class schedule:

Monday
6:50 a.m. - 7:20 a.m. Weight Training 11:30 a.m. Noon 5:05 - 5:45 p.m. 5:50 - 6:20 p.m. 6:30 - 7:30 p.m. Circuit Training Circuit Training Spin

Tuesday

Wednesday Thursday
Spin

Friday
Circuit Training

Weight Training Spin Weight Training Spin Spin Weight Training Zumba

Circuit Training Circuit Training

Weight Training Weight Training

Weight Training Circuit Training Zumba Yoga

Circuit Training Yoga

Newspaper headline of the week...

From Top5, copyright by Chris White... Ice Cream Needed for Ripped Abs, Say Scientists at Haagen Dazs Institute

Medical update of the week from Jimmy Fallon

A new study from the Centers for Disease Control says that tripping over your pets causes over 86,000 serious injuries each year. Even worse only 30 percent of them make it to YouTube.

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10,000 STEPS
TO BETTER HEALTH
Urban South Region monthly prize drawings
Tier 1 (6,000 steps per day):
$25 Gift Certificate (must walk 5 out of 7 days each week, 20 days per month) Utah Valley Regional- Two winners per month American Fork Hospital and Orem Community Hospital- One winner per month Grand Prize: Your choice of mini iPad, Blend Tech or overnight stay (must walk 6 out of 7 months) Utah Valley Regional- Two winners American Fork Hospital and Orem Community Hospital- One winner

Tier 2 (10,000 steps per day):

$30 Gift Certificate (must walk 5 out of 7 days each week, 20 days per month) Utah Valley Regional- Two winners per month American Fork Hospital and Orem Community Hospital- One winner per month Grand Prize: Your choice of mini iPad, Blend Tech or overnight stay (must walk 6 out of 7 months) Utah Valley Regional- Two winners American Fork Hospital and Orem Community Hospital- One winner

Please contact your HR representative with any questions.

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