phhc’s vision is to be a leader in healthcare delighting ... › pdf › feb 2016 newsletter.pdf1....

Important: Information in What’s on the Horizon is for general information purposes only and is not intended to replace the counsel or advice of a qualified health professional.

February, 2016

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How to Believe in Yourself …………….………..…………….….. 1 P.H.H.C.’s Employee Handbook …………………..…….…………..... 2 Complaint Process …………..…..…………….………………….......…. 2 The Triple Aim …………………………………………….……………...…………… 2 The Triple Aim (Con’t) ……………………………………………….…...…… 3 Emergency Preparedness ………………………………………... 3 Criticize Yourself ….....……………………………………………….... 4 Introducing Julia Hutton ……….……………………………….. 4 Digital Kidnapping …………………………………………………………. 4 Awards: Boulder, Colorado Springs, Corp ……………...….... 5 Awards: Denver, Longmont .……….……………………….…..... 6 Awards: Pueblo ………………………………………….………………..……….. 7 Anniversaries ……………………………….…………………..…………….….….. 7 Birthdays ……………………………….…………………………………..……. 8

What ’s Inside

PHHC’s vision is to be a leader in healthcare delighting customers by exceeding their definition of quality.

What’s on the Horizon for Professional Home Health Care

How to

Believe in Yourself

excerpts from wikiHow.com

At times, it can be hard for you to believe in yourself, especially if you have developed negative feelings, like you have nothing to offer or are unworthy of things, only until you realize that the contrary can be true. If you are having trouble introspecting and seeing all the amazing things you possess and all the beautiful things you could offer to make this world a better place, here are simple things that you can do to start believing in yourself – by nurturing positive views. 1. Make a list of your past accomplishments.

Writing out a list of your accomplishments will help you begin to believe in yourself. Sit down and make a list of all of the things that you feel you have excelled at during some point in your life. Include even the most minor activities, like putting together furniture from IKEA or organizing a party for a friend or family member.

•After you’ve compiled a short list, try to find patterns in the activities. Identify what you have done well over and over again to understand your skills. •As you identify the skills that helped you accomplish things, begin to list those skills in a separate column. You can also make a list of stuff that you admire about yourself in a third column. •For example, if you notice that you’ve been successful at caring for dogs or cats, this could mean that you are naturally a compassionate person. In which case, try to find more activities that will help you to use this skill--such as volunteering at a local animal shelter.

2. Talk to people who love you. If you're having trouble seeing all the wonderful things about yourself, you can always talk to someone who loves you. Sometimes we have difficulty seeing the best things about ourselves, but the people who love us will never struggle to see those things.

Say something like, “Lately I have felt like I am not good at anything, but I am trying to move past that and identify my skills. What do you think I am good at?”

3. Find a cause that you believe in. It may be difficult to

believe in yourself if you are always trying to please others. Make sure that you look for causes and projects that appeal to you and that you actually believe in. The passion that you feel for these causes and projects will help you to work harder and see how much you can achieve.

Have You Read The P.H.H.C’s Employee Handbook?

Ask any PHHC management representative, and you’ll discover one of their key concerns is employees who do not read the organization’s employee handbook. Do so and you will: 1) discover benefits and opportunities that may have been

only briefly mentioned or that you forgot; 2) avoid embarrassment from asking questions clearly spelled

out in rules, policies, etc.; 3) learn about the work culture so you can align with it; 4) learn about the chain of command so you use it properly; 5) understand management’s values so you speak in their

language; 6) learn about organizational priorities so you hone political

instincts; 7) feel more engaged knowing the full scope

of the organization’s purpose; and

8) as a bonus, impress management because you actually read it!

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February 2016 Professional Home Health Care

ACHC Accreditation

Complaint Process “In the middle of every difficulty lies opportunity.” Albert Einstein Problems and concerns are a natural part of any organization. PHHC views these as opportunities to improve and encourages employee participation in resolution. In the course of your work, you will inevitably receive a complaint from a client or another employee. To resolve a complaint, try using the following steps.

The acronym H.E.A.T. will help you remember these customer service skills: H = Hear them out.

Listen to the other person to figure out why they are upset. Ask questions to clarify.

E = Empathize. Put yourself in the other person’s shoes. Acknowledge their concerns.

A = Apologize. Offering an apology goes a long way towards diffusing a complaint.

T = Take responsibility for action. Propose a resolution that will meet or exceed the need. Use the phrase, “What I CAN do for you is ____.” Confirm if the resolution is satisfactory.

If the conflict fails to be resolved or the complaint is outside of your scope, report the complaint to your supervisor. Your supervisor will investigate the complaint and document the resolution. PHHC tracks client and employee complaints to identify trends and improve processes. When you acknowledge others’ concerns and

take quick action to resolve them, customers will happily give you another chance to delight them.

THE TRIPLE AIM IHI, the Institute for Healthcare Improvement, was founded in 1991 by a group of visionary individuals committed to redesigning health care into a system without errors, waste, delay, and unsustainable costs. IHI created the Triple Aim. The Triple AIM is defined as an approach to health delivery that targets: improving quality of health care experience, lowering cost of health care; and improving the actual health of people. In Colorado the Triple Aim, or the “three-legged stool,” is behind many health reform efforts, including Colorado’s Medicaid Accountable Care Collaborative (ACC), which seeks to hold health care providers accountable for their patients’ health outcomes, and the Pueblo Triple Aim whose goal is to make Pueblo County the healthiest County in Colorado. The Pueblo Triple Aim website reports on one member’s experience with the Triple Aim in this blog dated October 28: “The work we do at Pueblo Triple Aim to make Pueblo County citizens healthier, have better health experiences and lower costs, takes place at such a high level that sometimes it seems more theoretical than tangible. Our role to bring together boots on the ground partners focused on making Triple Aim a reality is essential, but often it’s hard to feel directly connected with the lives we’re impacting. One way I’ve made the Triple Aim real for me is to actually live it on a daily basis. On a personal level, I continually ask myself three questions:

1. How can I improve my own health and contribute to the overall population health of the community?

2. How can I have a happier and healthier life experience? 3. How can I do the things above (improve my health and

have better health experiences) on a budget to keep costs low?

I’ve spent the better part of the past ten years trying to personally meet those goals, but that hasn’t always been my reality. A decade ago, despite teaching martial arts, working in health education, and having a medical provider for a spouse, I was not the image of someone living the Triple Aim. I was 20 pounds overweight, had a cholesterol level of someone who only ate bacon, predominantly unhealthy foods (yes, including a lot of bacon), and drank more soda than water. Getting a flu shot never really happened, and doing any preventative screenings was a pipe dream. Actually see a medical provider (besides the one at home)? No chance. In general, I neglected my health. It was time to make personal changes to get healthier – changes that were not theoretical, but based on my personal data and experience.

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PLEASE SHOW YOUR SUPPORT! Go to the PHHC Facebook page and “like” us!

Criticize Yourself (Constructively)

There’s nothing wrong with self criticism.

After all, you can always improve. But don’t

confuse self-criticism with self-punishment. Engage in self-criticism that elevates your skills and abilities with a forward-looking approach. Start by reviewing the successful elements of your recent project. Next, divide your assessment into meaningful parameters that you will critique. If your job was to prepare an annual report on widgets for your

employer, consider quality, timeliness, use of resources, format appearance, or even self-imposed stress, if you suffer from procrastination, etc. You can divide any project into similar parameters. Rate each one on a scale of 1 to 7 to judge degree of accomplishment. Identify areas for improvement, and review your critique just before your next assignment. Now, attempt to beat your score as you begin working on the new project.

Continued from Page 2

I had to exercise more. Yes, I was a martial arts teacher, but most of the time I was teaching and not working out during class. I also had to eat better, less, and give up bad habits I had developed. I needed to measure what I was doing to reach my goals (weighing myself consistently, measuring how much I ate) and relied on the help of others, including medical professionals, to guide me along.65401. I started feeling better, had more money in my pocket from savings (being healthier is cheaper, and so is avoiding Taco Bell late at night). I was able to improve all three elements of the Triple Aim in my life. Since I made those changes I have had some health setbacks, but I kept going. It was all about making incremental, consistent changes. I had to make the Triple Aim work on the micro level: it had to be based on who I am as an individual. This is exactly what we are working on now at PTAC. Our new phase of work to ensure Pueblo is the healthiest county in Colorado is to make the Triple Aim personal. We will continue to work with partner organizations to help individuals, blocks, and neighborhoods make improved health local in the truest and most practical sense. To make our community the healthiest it can be, it has to be one person at a time making the change for themselves, with a little support along the way.” Why is the Triple Aim important? Ever-rising healthcare spending weakens Pueblo’s local economy, threatens jobs, and has failed to deliver improved health of Pueblo County citizens. This combination of increased costs and poor results threatens Pueblo’s future by diverting resources from investment in education and growth.

Despite nearly $1 billion spent on each year on health care in our community, Pueblo County still ranks in the bottom 10 counties in Colorado in the quality and length of our lives according to County Health Rankings.

Despite nearly $1 billion spent on each year on health care in our community, Pueblo County still ranks in the bottom 10 counties in Colorado in the quality and length of our lives according to County Health Rankings.


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Worse yet, Pueblo County ranks in the bottom five Colorado counties in behaviors directly impacting health: smoking, diet and exercise, tobacco use, and sexual activity.

To address these unacceptable results, the Pueblo Triple Aim Corporation (PTAC) was created. PTAC serves as the backbone support organization to coordinate all Pueblo County efforts to make Pueblo County the healthiest county in Colorado.

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PHHC and our staff support the principles of the Triple Aim in our work as homecare providers.

THE TRIPLE AIM

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Introducing:Introducing:Introducing: Julia Hutton

Julia Hutton has been with PHHC for 9 years at the Longmont Branch. She loves the crazy stories that can only come with working in home health care. She really enjoys working with nurses—they are some of the coolest people she knows. When asked about her biggest challenge, she said it is constantly her 3-year old daughter, Elsa (who was named BEFORE the movie Frozen came out!). She loves the Broncos, gardening, hiking and all things outdoors with her husband, Chad, and their daughter. Julia came to Colorado from Connecticut because of her love for hiking and the outdoors. She lives in Loveland and her Grandmother always hears the weather reports for Loveland Ski Area and thinks that she is constantly buried in snow and cannot figure out why she would move to such a place!

In the event of a natural disaster or other emergency situation, PHHC will activate its emergency preparedness plan to facilitate communication and continuing care and services. Every employee must understand their role in the plan.

Who will be in charge? At PHHC, this person will be the branch manager (Care Coordinator or Personal Care Coordinator).

Communication All employees scheduled to work will be contacted as appropriate by PHHC. If no means of communication exists, all staff available will meet at PHHC’s site for planning and coordination. If PHHC’s site does not exist, all staff available will meet at the county’s designated disaster relief site. Prioritizing Client Care The Care Coordinator or Personal Care Coordinator will work with the on-call staff or Service Coordinator to prioritize and serve clients as appropriate or possible using the following information:

• Employees’ current location and status (i.e. at home, snowed in, etc.)

• Clients scheduled to be seen

• Of those scheduled clients, those who can be seen by an employee

• Of the clients who cannot be seen by an employee, those who must be seen by someone due to medical necessity

Every effort will be made to see scheduled clients based on their medical needs. The Care Coordinator will make alternate plans for those clients who need services that the company cannot provide. Clients will be notified of cancelations or status of visit. Information on PHHC’s emergency preparedness plan can be found in your Employee Handbook under the safety section. If you have questions about what to do during an emergency, please contact your supervisor.

Emergency Preparedness

Avoid a Digital Kidnapping Digital Identity theft typically means stolen

financial information, hassles battling credit agencies, or legal nightmares. But there is a different and scarier type of identity theft—digital kidnapping. Almost anything posted online can be exploited, and

children’s photos are not immune. Both medical and parenting organizations are cautioning parents to think twice about post ing children’s photos online. “ D i g i t a l k i d n a p p i n g ” describes the phenomenon

of stealing or copying photos of children found on social media and photo-cataloging sites (Facebook, Instagram, Photobucket, etc.), and then storing these photos and/or using them for illicit purposes. In one survey, nearly two thirds of parents reported being concerned that strangers would learn private information about their child or download photos of them, but they still posted images. Some perpetrators have been found to have stolen photos, claimed to be the parents, and then gave the children in the photos fictitious new names.

Becky has been with Professional Home Health Care since 2011. Becky is a wonderful caregiver! She has helped cover extra shifts when we needed her to and she has exceeded our expectations when caring for her clients. Becky enjoys spending time with her family and enjoys watching sports. We love Becky, and she is a wonderful asset to PPHC. We are so fortunate to have her on our team!

Thank you, Becky!

Mariah Travis Patti Foree

Rita Gonzales received the Thank You Award

for superb work

Morgan Fischer Selman Van Dyke

received the Wow Award for impressing us by doing something

extraordinary

Kathy Esquibel received the Ray of Sunshine Award

for outstanding customer service

Dawn Degenhart received the Bright Light Award

for teamwork

Benita Werner received the Heart Warmer Award

for exceptional caregiving

Boulder Employee of the Month REBECCA DELANEY

PHHC Awards

PHHC Awards

Colorado Springs

Employee of the Month TAURA DAVIS

Colandra Domino Received the Wow Award

for impressing us by doing something extraordinary

Samantha Crain received the Ray of Sunshine Award


Cheryl Bates received the Bright Light Award

for teamwork

Heike Thomas received the Heart Warmer Award

for exceptional caregiving


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Taura Davis has been with PHHC since July, 2009. She is extremely hard-worker and beloved by all our clients. Taura is a devout Christian and is involved in many community outreach groups. She is the mother of 2 children and Grandmother to two children as well. However, she is a Mother to many “Spiritual Children”. Taura is also an author of the book “But God!” available on Amazon.com.

Thank you, Taura, for continuing to be a blessing in the lives of your co-workers and your clients.

PHHC Awards Sherry Douglas

received the WOW Award for impressing us

by doing something extraordinary

PHHC Awards

Employee of the Month

JAKE MILLER

Cathy Hoard received the Make a Difference Award

for recognition by clients

Bethany Davis received the WOW Award for

impressing us by doing something Extraordinary

Tyson Morgan received the Manager’s Award

for significant contributions to PHHC’s success

Amber Prim, Teri Hardin, Carly Holtzman

received the Peer to Peer Award for recognition by co-workers

Kris Holland, Angelica Martinez Carolyn Gonzales, Stephanie Cruthers

received the Heart Warmer Award for exceptional caregiving

Jenny Pulido-Aristizabal received the Ray of Sunshine Award


Melissa Aguilar, Bryna Burns-Bernal, Justin Lowe, Jacqueline Wolfe

received the Thank You Award for superb work

Mike Cook received the Bright Light Award

for teamwork

Longmont Employee of the Month

COURTNEY BROWN


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Courtney joined the Longmont team in October and has quickly earned our sincere appreciation. A Colorado native, Courtney has found her niche in homecare with her calm demeanor and thorough care. Courtney handles all manner of clients and all manner of scheduled hours without complaint. She is quick to pick up extra shifts and to cover for her fellow CNAs when the need arises. And all of our staff owe her a nod for her willingness to work over the recent Holidays.

Thank you Courtney!

For this month’s Employee of the Month is Jake Miller, RN. Jake is a new RN, but has gone above and beyond. A perfect example of Jake’s dedication is his recent misfortune with his personal vehicle. Jake was without a car, but that did not stop him from getting to his Supervisory visit. This all-star took the city bus to and from the visit!! Now that’s dedication! Jake is a newlywed to his wife, Molly, and they are recent transplants from the cold state of Michigan; moving here to take advantage of all of the outdoor things Colorado has to offer. Jake enjoys fishing in his free time and once caught a fish that was being eaten by another fish, that then got swallowed by another fish, so ended up catching THREE fish with that one cast…WHOA! If Jake could live anywhere in the world, he would live in Loir Valley, France. Jake we are glad you are here with us instead of France, and we THANK YOU for your hard work and dedication.

Keep up the awesome work!!!!

Jennifer Hester received the WOW Award

for doing something extraordinary

Dor Bimali received the Bright Light Award for teamwork

Katherine Dunbar-Morss Jason Winslow Tony Strzelec

received the Thank You Award for superb work

PHHC Awards

Denver

PHHC Awards

Pueblo Employee of the Month

ASHLEY ROLLO

Frances Finn received the Heart Warmer Award for

exceptional caregiving

Cheryl Viles received the Bright Light Award for teamwork

Vanessa Maldonado

received the Ray of Sunshine Award for outstanding customer service

Daniel Muniz

Raquel Gallegos Lori Kuhlman

Brandie Martinez Inez Sisneroz Maria Aquino Kathy McMillin Lenette Garcia Jeanne Storm

received the Peer-to-Peer Award for recognition by co-workers

Thank you for your years of service! Glad you are part of

our team.

Happy Anniversary! Service Years Celine Mathieu Corporate, 17 years! Amy Geithman Boulder, 10 years! Mike Gruber Pueblo, 10 years! Julia Hutton Longmont, 9 years! Hilda Corchado-Gordillo Boulder, 8 years! Joletta McWilliams Longmont, 8 years! DeeAnn Heblinger Pueblo, 8 years! Stephaniana Preston Boulder, 7 years! Daniel Baca Colorado Springs, 7 years! Harley Cordova Pueblo, 7 years! Diana Curtis Denver, 6 years! Karen Leh Longmont, 6 years! Angelica Pena Denver, 6 years!


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Ashley Rollo always goes above and beyond for our branch! While we had several employees out of the office because of illness and vacations, Ashley stepped up and held down the fort! She is an amazing person, even in her 7th month of pregnancy! We are lucky to have Ashley on our team.

Thank you Ashley for all you do!

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Best Wishes for a Wonderful Day!

Longmont Jason Winslow

Leslie Lee

Pueblo Angie Velasquez

Maria Aquino Michael Allenbaugh

Antonio Carrillo Lori Kuhlman

Michael Gruber

Boulder Nubia Ontiveros Valerie Melillo

Daniela Garcia-Nunez Deborah Vazzano

Denver

Vicky Parker Elisa Sanchez

Shaylyn Hackney Laurel Honneger Quandra Owens

Edyta Marek Crystal Lawrence

Stacie Morales Brenda Campbell

Erin Lollar Yer Yang

Santiago Huerta-Sabedra Louisa Duley

Shannon Sullivan Lisa Padilla

Colorado Springs Trish Hansen

Collien Moore

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