COVID Clinic-PAC at Memorial Hermann - The Woodlands Medical Center
May 2023
COVID Clinic-PAC
at Memorial Hermann - The Woodlands Medical Center
Pre-Anesthesia Clinic
Memorial Hermann The Woodlands Medical Center
The Woodlands
,
TX
United States
Team Lead: Jennifer Taylor, RN
Team Members: Karen Evans, RN, Susan Kelley, RN, Beth Lynn, RN, Teresa Kane, RN, Dora Moreira, Yolanda Terrell, Alicia Hardiman, Jomar Famadico, RN, Galatha Nelson, RN, Victorsha Cooper, RN, Dzigbordi Yador, RN, David Ologbauma, RN, Heather Coetzee, RN, and Emefa Arnaout, RN
Team Members: Karen Evans, RN, Susan Kelley, RN, Beth Lynn, RN, Teresa Kane, RN, Dora Moreira, Yolanda Terrell, Alicia Hardiman, Jomar Famadico, RN, Galatha Nelson, RN, Victorsha Cooper, RN, Dzigbordi Yador, RN, David Ologbauma, RN, Heather Coetzee, RN, and Emefa Arnaout, RN
This project was driven by the need to maintain the financial health of the organization, and meet the community's need to obtain procedural services, and the perioperative team to maintain the high functioning level of their work and their livelihood. This team started working in 2020 and fine-tuned its processes by 2022.
This team trained nurses in prescreening and COVID testing for perioperative patients. Their clinic hours of operation increased to 6 days a week. They added an additional (5.25) FTEs to reduce agency. Were relocated to accommodate prescreening patients.
This team started this project in 2020 and saw the following results that benefited the community, employees, patients, families, and financial health for the hospital
FY20 Encounters actual vs. budget: 34,134/38,111- COVID TESTS Done:3046
FY21 Encounters actual vs. budget 49,395/37,950 - COVID TESTS Done:13492
FY22 Encounters actual vs. budget 53,004/49,048 - COVID TESTS Done:12620
Our patients were able to continue to receive the exceptional care they have come to expect from Memorial Hermann The Woodlands. Hermann during these past few years.
Caring:
Built trust with the patients and leadership to see that the work being done in the Pre-Anesthesia Clinic was critical for the Procedural Areas to continue operation and maintain the financial health of the organization.
Gave our full attention, and actively listen in interactions with supporting units, patients, and families.
The team was respectful and mindful of others’ time by ensuring a solid process to bring the patients into the clinic as it relates to the date of the procedure and the pre-admit appointment by not bringing the patients in early to avoid a second appointment to meet the covid test timing.
Acknowledged staff and patients’ feelings and supported the best options for everyone. There were some employees who could not support the covid effort for various reasons and their choice was respected.
Safety:
Safety was addressed by, ensuring the patient and family felt confident in the high-quality care and service we deliver. When communicating with the patients/family/physicians we made sure that our language was clear and concise so as not to leave any room for options if there were none, such as a patient who tested positive for covid.
The team escalates safety concerns appropriately to provide the best outcome.
Efficiency:
We provided proactive, accurate, culturally appropriate, and timely communication that is clear and easy to understand. We found a way to improve convenience, responsiveness, and processes to meet the immediate need of the patient that was outside of the normal process.
Through collaboration, we built partnerships across teams and departments to build a better experience.
We responded quickly to problems by taking time to get to the core and if necessary, find a resolution.
Personalized:
We made the family feel seen and heard by recognizing their perspective. We sought out information on the aspects of how to meet all the elements of covid testing.
We preserved the dignity of the family. We did not rush the conversation while addressing all questions to the best of our ability. When we contacted the family all the schedulers were provided a script to be clear and concise about the expectations. The procedural areas were able to continue to provide services to the community.
The organization was able to maintain its financial health with one of the highest fiscal contributors up and running over budget projections for volume.
The quality of services provided by a unit of 11 FTEs became the heartbeat of moving forward through covid at the Woodlands Medical Center.
This team trained nurses in prescreening and COVID testing for perioperative patients. Their clinic hours of operation increased to 6 days a week. They added an additional (5.25) FTEs to reduce agency. Were relocated to accommodate prescreening patients.
This team started this project in 2020 and saw the following results that benefited the community, employees, patients, families, and financial health for the hospital
FY20 Encounters actual vs. budget: 34,134/38,111- COVID TESTS Done:3046
FY21 Encounters actual vs. budget 49,395/37,950 - COVID TESTS Done:13492
FY22 Encounters actual vs. budget 53,004/49,048 - COVID TESTS Done:12620
Our patients were able to continue to receive the exceptional care they have come to expect from Memorial Hermann The Woodlands. Hermann during these past few years.
Caring:
Built trust with the patients and leadership to see that the work being done in the Pre-Anesthesia Clinic was critical for the Procedural Areas to continue operation and maintain the financial health of the organization.
Gave our full attention, and actively listen in interactions with supporting units, patients, and families.
The team was respectful and mindful of others’ time by ensuring a solid process to bring the patients into the clinic as it relates to the date of the procedure and the pre-admit appointment by not bringing the patients in early to avoid a second appointment to meet the covid test timing.
Acknowledged staff and patients’ feelings and supported the best options for everyone. There were some employees who could not support the covid effort for various reasons and their choice was respected.
Safety:
Safety was addressed by, ensuring the patient and family felt confident in the high-quality care and service we deliver. When communicating with the patients/family/physicians we made sure that our language was clear and concise so as not to leave any room for options if there were none, such as a patient who tested positive for covid.
The team escalates safety concerns appropriately to provide the best outcome.
Efficiency:
We provided proactive, accurate, culturally appropriate, and timely communication that is clear and easy to understand. We found a way to improve convenience, responsiveness, and processes to meet the immediate need of the patient that was outside of the normal process.
Through collaboration, we built partnerships across teams and departments to build a better experience.
We responded quickly to problems by taking time to get to the core and if necessary, find a resolution.
Personalized:
We made the family feel seen and heard by recognizing their perspective. We sought out information on the aspects of how to meet all the elements of covid testing.
We preserved the dignity of the family. We did not rush the conversation while addressing all questions to the best of our ability. When we contacted the family all the schedulers were provided a script to be clear and concise about the expectations. The procedural areas were able to continue to provide services to the community.
The organization was able to maintain its financial health with one of the highest fiscal contributors up and running over budget projections for volume.
The quality of services provided by a unit of 11 FTEs became the heartbeat of moving forward through covid at the Woodlands Medical Center.