April 3, 2008

Commissioners, hospital district staff

focus on customer service

By Stephen McFadden

Publisher

A short, but productive meeting touched on a number of initiatives and activities aimed at improving customer service within the Adams County Public Hospital District No. 2 when the district’s commissioners met on Thursday, March 27.

During the medical staff report, Dr. Valerie Eckley noted that the clinic staff is “actively trying to find a few more people,” including those who use the clinic infrequently. The effort relates to the district’s goal of increasing overall productivity and serving more patients every day.

Eckley noted that increased patient traffic exposes a facility issue.

“There’s still always the problem of rooms. The busier we try to get, the harder it is. Especially with the specialty (provider) visits,” Eckley said.

The hospital side of the district operation saw a bit of furniture moving when the need for additional hospital beds arose.

Paul Lewis, the district’s new chief executive officer, noted that the administrator’s office had been moved out of the hospital and back into the house that rests on district property where the majority of the administrative staff is located.

Vicky Johnson’s office was also cleared out and made ready for use as a hospital room over the weekend as the district experienced a higher than normal occupancy rate.

The nursing staff report included board notification that Judy Borby, a registered nurse, had joined the staff and will be working the day shift on Mondays and Tuesdays.

Amy Sawyer, the district’s clinic manager and emergency medical services director, provided an update on the Rural Health Survey conducted by the Department of Health and an EMS Department of Health Survey.

The Rural Health Survey is conducted every six years and focuses on a review of policies, review of meetings, a chart review and a walk-through inspection.

The survey results, Sawyer reported, were positive with just three recommendations. The survey called for the installation of exit signs in specific locations, which has already been completed. A staff member log to document the names of staff members participating in fire drills and documented provider training in the fire protection plan were the remaining recommendations.

The results of the DOH survey of the EMS program found just three issues. Newer thermometers were needed on the ambulances. Additional supplies, specifically pillows, sheets, ice packs and scissors, were added. The third recommendation addressed a minor paperwork item involving the emergency medical technicians.

Lewis discussed the district’s strategic plan. He said the staff is currently focusing on a number of issues that the plan identified as areas for improvement, including: the overall facilities, the lack of space and removal of outdated equipment. A facility improvement plan is being reviewed, and priority projects identified.

From a customer service standpoint, he expressed the importance of frequent patient contacts with staff.

“We’re looking at the input we have about really making it a patient friendly clinic,” Lewis said. “We’re defining work responsibilities to maintain visual contact and interaction with the patient.”

Expanding the specialty medical services provided at the Ritzville clinic is being considered.

“We’re working with the providers. There is a space constraint,” Lewis said. “We did look at employing a physical therapist. The volume doesn’t warrant a full-time position.”

The district’s strategic plan expires on Dec. 31, 2008 and Lewis indicated an updated plan would be appropriate. He suggested using an outside party to facilitate the process. Lewis will present a proposal to the commissioners in the fall of this year.

Commissioner Kirk Danekas inquired about the patient satisfaction surveys the district uses. Sawyer explained that the surveys are used on a random basis.

She called the surveys a “nice tool.”

The commissioners discussed making the surveys available at each of the clinics at all times.