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Welcome to AtlantiCare “Discovery ” New Vendor Orientation. Our Strategy Map (StratMap) 2014.

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Welcome to atlanticare discovery new vendor orientation

Welcome to AtlantiCare “Discovery

New Vendor Orientation

Our strategy map stratmap 2014
Our Strategy Map (StratMap) 2014

Our Strategy Map helps us to align our goals and work with the mission, vision and goals of the organization. As we “provide health and healing to all people through trusting relationships” (our Mission), we see progress in our efforts to “build healthy communities” (our Vision). We categorize our work into 5Bs – Best People and Workplace, Best Customer Experience, Best Financial Performance, Best Growth and Best Quality. If you look at the StratMap under each of the 5 Bs, you will see the organization’s goal – for example, under Best Financial Performance is sustainability of our organization by maintaining an operating margin that allows us to continue to grow and reinvest in our organization and it’s employees. The StratMap also includes our organizational values to guide employees in daily interactions with each other and with our guests. Those values are Safety, Teamwork, Integrity, Respect and Services (STIRS). Our Customer Experience Standards are listed on the bottom of the StratMap. These standards are expected behaviors for all of us.

Welcome to atlanticare discovery new vendor orientation

Corporate Organization


AtlantiCare Regional Health Services

AIT – AtlantiCare Information Technology

AtlantiCare Heath Solutions

AtlantiCare Foundation

AtlantiCare Health Services

AtlantiCare Regional Medical Center

AtlantiCare Home Care

AtlantiCare Health Engagement

AtlantiCare Physician Group

AtlantiCare Surgery Center LLC

AMI/AtlantiCare Imaging

AtlantiCare Behavioral Health

South Jersey Oncology Property LLC


Cape May

Surgery Center

Health Care Delivery

Health Information

Health Solutions

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At the end of this Discovery course, you will be able to:

Describe the culture here at AtlantiCare including our Mission, Vision and Values

Demonstrate the appropriate behaviors to deliver Excellent Customer Experiences to our patients/customers

Understand your personal contribution to our success as a vendor for AtlantiCare

A day in the life of atlanticare

A Day in the Life of AtlantiCare

This video, which takes a few moments to open, will give you a better understanding of the many services offered by AtlantiCare.

Click here to view video

Welcome to atlanticare discovery new vendor orientation


·Customer Experience Index

·Patients Cared for by Our Physician Network

·Employee Engagement

·Re-admission Rate

·Operating Margin

Starfish experience
Starfish Experience

“Making the human connection at every moment during a patient’s journey”

Excellent customer experience
Excellent Customer Experience

An excellent customer experience is

When an organization can constantly and consistently exceed customer’s expectations

The extent that PEOPLE facilitate the PROCESSES to deliver a PRODUCT to the customer.

Customer service standards
CustomerService Standards

Customer experience standards
Customer Experience Standards

  • I will say “please” and “thank you” in all customer/co-worker interactions

  • I will say “is there anything else I can help you with?” at the end of customer/co-worker interactions

  • I will always identify myself, my department and say “may I help you” when answering the telephone

  • I will always wear my name tag in a visible location

  • I will smile, make eye contact and address others who are near me

Best practice communication aidet 5 fundamentals of patient communication
Best Practice – CommunicationAIDET: 5 Fundamentals of Patient Communication

Welcome to atlanticare discovery new vendor orientation

Best Practice - Uniform Standards

  • Respiratory - Light Blue

  • Lab – Wine

  • Transport – Green

  • Nursing – Navy

  • PT – Olive

  • Pharmacy – Black

  • Imaging – Caribbean Blue

  • Nursing Support – Gray

  • Card. Diagnostics – Red

  • EVS - Tan

Welcome to atlanticare discovery new vendor orientation

Best Practice – Hush Program (Environmental Noise)

  • Throughout all care delivery areas-

  • Cell phone on vibrate

  • Lower your voice

  • Minimize environmental noise

  • Address other environmental noise quickly

Welcome to atlanticare discovery new vendor orientation

Best Practice – Call Light No Pass Zones

Call Lights

Every patient call light is a request for help.

If you are passing a call light in the hospital setting, please check with the patient to see if you can help.

Please escalate the patient need to the appropriate team member as soon as possible.

Managing up co workers and departments
Managing Up Co-workers and Departments

When we transfer care, we want the transition to be seamless and comfortable.

Speak positively to the patient about coworkers who will care for the patient after you, to reduce patient anxiety. This also gives your co-workers a head start in winning the confidence and trust of the patient.


“My team members in Radiology will take excellent care of you!”

Welcome to atlanticare discovery new vendor orientation

Customer Experience Service Recovery

Sometimes we don’t get it right the first time, and the customer is angry. It is our responsibility to do everything we can to correct the error. Our customer experience service recovery steps help us make amends with a disappointed or upset customer. The steps to service recovery are listed in the next column.

  • Listen without interrupting the customer

  • Recognize and respond to the problem

  • Apologize for the problem

  • Fix the problem – or transfer the problem to the team member who can fix it

  • Thank the customer for bringing the error to our attention so we could fix it

Starfish experience1
Starfish Experience

“Making the human connection at every moment during a patient’s journey”

Narrating the Care

Customer Interactions

Sacred Moments

Narrate the care
Narrate the Care

  • When we use the technique of narrate the care, we help patients, families and visitors “connect the dots.” This helps increase their health literacy by enhancing their understanding.

  • Narrating the care also helps align our words with our actions to give a consistent experience and message.The patient better understands what you are doing to help them.

  • When we use this technique while caring for patients, we create opportunities to maximize our potential for improving clinical outcomes while generating customer loyalty.

Examples of narrate the care
Examples of “Narrate the Care”

  • “I’m closing the curtain out of courtesy and respect for your privacy.”

  • “We always want to get you the help you need, so when you press the call bell, one of the team members will respond.”

Customer interaction
Customer Interaction

  • Limit Distractions

    • limit distractions during customer interactions. Be sensitive to your impact on the their sense of well being.

  • Empathy

    • Address customer needs of with empathy.

    • What if this was your loved one?

  • Environment

    • Is it private? Is it safe? Did we effectively communicate?

  • Proactive

    • Anticipate our customers needs and look to exceed expectations

Sacred moments
Sacred Moments

This refers to moments of complete focus on the patient.

  • At every first interaction with the customers (sitting down)

  • Every time a customer asks a question (sitting when possible)

  • When you are sharing important information

  • When someone is leaving

Measuring customer satisfaction external customers
Measuring Customer Satisfaction- External Customers


NRC Picker (National Research Corporation)

HCAHPS (Hospital Consumer Assessment of Healthcare Providers Systems)

CGCAHPS (Consumer and Group Assessment of Healthcare Providers and Systems)

HHCAHPS (Home Health Consumer Assessment of Healthcare Providers and Systems)

Internal Survey activity

Web site and Social Media

Focus groups / Community input

Welcome to atlanticare discovery new vendor orientation


·Customer Experience Index

·Patients Cared for by Our Physician Network

·Employee Engagement

·Re-admission Rate

·Operating Margin

Healthcare reform
Healthcare Reform

  • Old/Current:

  • Fee for Service


Triple Aim

AtlantiCare is moving from a fee for service reimbursement to the healthcare reform formula, the triple aim. The reform includes customer experience scores, quality scores and cost efficiency.






Best financial performance
Best Financial Performance

Keeping AtlantiCare Strong

Profit vs Non-profit Business Units

Profits are reinvested in people, equipment and facilities

Moody’s A1 credit rating

One of the highest rated hospitals in NJ

Welcome to atlanticare discovery new vendor orientation


·Customer Experience Index

·Patients Cared for by Our Physician Network

·Employee Engagement

·Re-admission Rate

·Operating Margin

Best quality
Best Quality

AtlantiCare Wins Malcolm Baldrige National Quality Award

Quality performance measures and organizational commitments
Quality Performance Measures and Organizational Commitments

How we benchmark and assess ourselves against outside measurements

Malcolm Baldrige National Quality Award

Magnet Status


Cross cultural services
Cross-Cultural Services

Onsite Spanish Interpreter Services  Spanish

Contracted Interpreter Services  All Languages

Telephonic Interpreter Services All Languages

Bilingual Staff

Simple Conversation/ Emergency Situations

Translation Service

Vital Consent Forms/ Patient Education

Magnetic resonance imaging mri

Magnetic Resonance Imaging (MRI)

Click on link below picture to view MRI video


Safety quality of care reporting concerns
Safety & Quality of Care – Reporting Concerns

You may contact the New Jersey Department of Health directly with complaints:

Call 1-800-792-9770

Or by mail:

NJ Department of Health

PO Box 367 LL

Trenton, NJ 08625

You may also contact the Joint Commission on Accreditation of Healthcare Organizations (JCAHO):

Call 1-800-994-6610

From 8:30 am to 5 pm

Welcome to atlanticare discovery new vendor orientation

Respiratory Etiquette to Prevent Seasonal Flu

  • Cover your mouth and nose with a tissue when you cough or sneeze

  • If you do not have a tissue, cough or sneeze into your upper sleeve, not your hands

  • Put used tissue in the trash

Bad timing!

Hey guys, I think I’m going to sneeze!

  • Avoid touching eyes, nose and mouth

  • Wash your hands frequently, especially after coughing or sneezing

  • Get vaccinated annually for seasonal influenza

Welcome to atlanticare discovery new vendor orientation


·Customer Experience Index

·Patients Cared for by Our Physician Network

·Employee Engagement

·Re-admission Rate

·Operating Margin

Best growth
Best Growth

Recent additions to AtlantiCare include:

Galloway and Somers Point Urgent Care Sites

Hammonton Health Park

New AtlantiCare Pharmacy and Special Care Center in Galloway

Multiple physician practices in tri-county area

Plans for satellite campus in Manahawkin

Plans for child & adolescent mental health center

Corporate compliance department
Corporate Compliance Department

Independent support function of AtlantiCare reporting directly to the Board and administratively to Corporate Counsel.

System-wide authority to act with respect to all entities, subsidiaries and cost centers.

Responsibilities require unlimited and unrestricted access to all data during audits

Conducts continuous assessments of the effectiveness of AtlantiCare’s compliance and internal control environment.

Laws to protect identity privacy
Laws to Protect Identity & Privacy

Red Flags Rule

ID theft program designed to detect, prevent & mitigate ID theft.

NJ ID Theft Prevention Act (NJITPA)

Focus on specific security precautions to prevent ID theft, i.e. use of SS#.

Requires breach notification.

HIPAA (Health Insurance Portability and Accountability Act)

Established standards for transmission and usage of health care information.

HITECH (Health Information Technology for Clinical Health Act)

Builds on HIPAA privacy & security of PHI, with modifications.

Requires breach notification.

Increases penalties & enhances enforcement provisions.

Protect patient information
Protect Patient Information


Access for treatment, payment, and healthcare operations only

Log off system when unattended

Do not share usernames, passwords or ID badges

No external devices or internet/software downloads into system

Put the word “secure” in subject line of emails containing PHI

Report suspicious email messages to InfoShare Customer Service Help Desk


Do not leave PHI unattended or remove from facility

Lock paper files containing PHI in secure storage

Fax to secure locations

Properly dispose of confidential information in shred bins


Speak quietly, limit discussion of PHI in public areas

Use the minimum necessary rule – access, use & disclose for job performance only

Report potential compliance violations
Report Potential Compliance Violations

Report any activity that appears to violate AtlantiCare’s Code of Business Ethics, Corporate Compliance Code of Conduct or any applicable laws and regulations.

If you are aware of a violation and fail to report it, you may be subject to corrective or disciplinary action.

You may report anonymously.

All complaints are documented and investigated.

Maintained by third-party vendor: strict confidentiality protections are in place for all callers.

No retaliation for reporting.

Refer to AtlantiCare policy Guidelines for Reporting Compliance/Privacy Issues/Concerns

Compliance Line Phone Number: (609) 407-7788 In-house 3-7788

Compliance Line Website: www.MyComplianceReport.com(Access Code: ATC)

Welcome to atlanticare discovery new vendor orientation

AtlantiCare’s Social Media Policy

  • Do not disclose any sensitive, proprietary, confidential or financial information about AtlantiCare on any social media.

  • Do not comment on or disclose confidential AtlantiCare information. This includes protected health information, financial performance information regarding business operations, revenues, profits, information technology systems or application details, business plans, strategy or contracts.

  • Do not publicly identify, cite or reference a client, partner or supplier by name or discuss their engagement with AtlantiCare without first obtaining their explicit, written permission.

    • Non-work-related files should not be viewed or downloaded from social media sites using AtlantiCare electronic communication systems.

Welcome to atlanticare discovery new vendor orientation


·Customer Experience Index

·Patients Cared for by Our Physician Network

·Employee Engagement

·Re-admission Rate

·Operating Margin

Best people best workplace
Best People/ Best Workplace


  • Recognized by Modern Healthcare's Best Places to Work in Healthcare

  • Launched Employee Resource Groups

  • Benefits structured to encourage employee health & wellness

  • Employee farm basket program

What is harassment
What is Harassment?

Creation of a Hostile Environment:

  • The most frequent types are verbal, physical, and visual.

    Sexual Harassment

  • A type of harassment based on a person’s gender or sexual orientation.

    Two forms of harassment:

    • Quid Pro Quo harassment

      "This for That" harassment

    • Hostile work environment

      Environmental harassment

Your responsibility
Your Responsibility

Report it!

Your Supervisor

Human Resources

Any other member of AtlantiCare Management

Equal employment opportunity
Equal Employment Opportunity

AtlantiCare values the dignity and worth of each individual.

Each applicant and employee has equal opportunity -- the right to an environment free from discriminatory practices.

Safety is our first concern
Safety is Our First Concern

You are required to immediately report to Human Resources any information that reasonably indicates another healthcare professional has demonstrated:


Gross Incompetence

Unprofessional Conduct

Impairment is defined as
Impairment is defined as…

the condition of being unable to perform as a consequence of physical or mental unfitness.

Drug and or alcohol abuse reasonable suspicion
Drug and/or Alcohol Abuse“Reasonable Suspicion”

If an employee appears to be under the influence of drugs/alcohol, (i.e. slurred speech, unable to walk in a straight line, etc.)

Any other objective factors which raise a reasonable suspicion of alcohol or drug use

Recurring or serious problems with job performance, attendance or behavior where no other verifiable basis for such a problem exists

The story of the starfish
The Story of the Starfish

While walking on the beach one morning, a man saw a young boy running back and forth on the beach, throwing starfish into the ocean. He asked the boy, “Why are you throwing starfish into the ocean?” The boy replied, “The sun is up, the tide is going out, and these starfish will die on the beach.” The man replied, “There are thousands of starfish up and down the beach; you can’t possibly make a difference.” The boy picked up another starfish, ran to the breaking waves and threw it into the ocean. “I made a difference for that one,” he said.

Make a Difference, One Person at a Time

Welcome to atlanticare discovery new vendor orientation

You have completed the presentation and will need to take the test to complete the course.

Thank you, thank you, thank you!