February, 2011 Welcome to University of Minnesota Amplatz Children’s Hospital where together, we transform the health of children Caring for children has a long history at the University of Minnesota Medical Center. 1905, Mrs. A. Elliot bequeathed money in her will toward building a university hospital in memory of her husband, Dr. A. Elliot. Four years later, a temporary university hospital featuring 24 beds opened and was used until the 108-bed Elliot Memorial Hospital, providing health care for adults and children, was completed in 1911. During the mid 1930s, much was happening in cardiology and cardiac surgery at the University of Minnesota and Dr. Dwan established the first pediatric cardiology unit. In 1944, the Variety Club initiated a fund drive for Dr. Morse Shapiro’s rheumatic fever treatment and research program. By 1951, the Variety Club Heart Hospital was completed and provided services for both adults and children, including a 40-bed pediatric unit with a playroom, classroom and an auditorium. Hospital care for children at the University of Minnesota continued to be provided in the Variety Club Heart Hospital, Children’s Rehabilitation Center and the Mayo Hospital until 1986 when major hospital services were consolidated to a new, stateof-the-art building. The new hospital featured three general pediatric units, a neonatal intensive care unit (NICU), a pediatric intensive care unit (PICU), a child and adolescent psychiatric unit, a pediatric bone marrow transplant unit and a full array of affiliated specialty clinics. The name of the combined clinical areas for children at this time was University-Variety Hospital for Children. quality pediatric care and opened a dedicated pediatric unit in 1955. Two years later, Fairview became the first general hospital in Minneapolis to offer special mental health and rehabilitation facilities for these services and today has become a leader in mental and behavioral health care for children and adolescents. In 1962, the hospital introduced a new adolescent/ young adult unit, the first of its kind in the Upper Midwest. In 1997, the University of Minnesota Hospital and Clinics merged with Fairview to become Fairview-University Medical Center and Fairview-University Children’s Hospital. In 2005, the hospitals were renamed: FairviewUniversity Children’s Hospital became University of Minnesota Children’s Hospital, Fairview. Across the Mississippi River, Fairview was also providing Relocating to One Campus on the West Bank Demand for our care was exceeding our capacity in our current facilities. University of Minnesota Amplatz Children’s Hospital will open a new innovative facility for mothers and children in spring, 2011. This new facility will provide patient- and family-centered care in more than 50 pediatric and maternal services in one location. Inside this issue: DR. KURT AMPLATZ 2 AMPLATZ CULTURE 3-4 PATIENT AND FAMILY CEN- 5 TERED CARE STANDARDIZED COMMUNICA- 6 TION ON-STAGE AND OFF-STAGE 7-8 PRACTICE PASSPORT TO DISCOVERY 9-11 AMPLATZ SECURITY 12 Caring for Mothers and Children on One Campus University of Minnesota Amplatz Children’s Hospital is more than a building … it’s about caring for mothers and children. By consolidating on a single campus we can greatly enhance the patient-and-familycentered experience. The Riverside campus will house: Consolidating services on one campus has given us the The Birthplace Neonatal Intensive Care Pediatric Intensive Care opportunity to thoughtfully recreate how we want to be and act. Behavioral Child and Adolescent Services Inpatient Units Pediatric Specialty Clinics Pediatric Kidney Center Pediatric Sedation/ Observation Unit The Pediatric Emergency Department World-Class Academic Medicine Our physicians, nurses and researchers not only deliver the latest innovations, they create them. The University of Minnesota Amplatz Children’s Hospital is Minnesota’s only children’s hospital that is part of an Academic Health Center. It is home to one of the nation’s top 20 pediatric research programs. The University of Minnesota is known for innovative approaches and numerous medical firsts in medical science. The partnership of Fairview and the University of Minnesota Department of Pediatrics brings research discoveries into direct care of patients at Fairview hospitals and clinics. Together, we have contributed to medical breakthroughs and successful patient outcomes. Our physicians, nurses and researchers not only deliver the latest innovations, they create them. Dr. Kurt Amplatz, Medical Device Pioneer Dr. Kurt Amplatz was a former University of Minnesota professor and medical device pioneer. Dr. Kurt Amplatz, a professor of Radiology for 40 years, joined the University of Minnesota in 1957 and retired in 1999. A pioneer in the use of noninvasive techniques, he holds more than 30 patents. The most famous of the many lifesaving medical devices and procedures he developed is a tiny device used to repair a congenital heart defect in children and adults. It replaced open-heart surgery as the treatment of choice for many thou- Page 2 sands of patients. Caroline Amplatz, J.D., gave a gift of $50 million in honor of her father. In recognition of the gift, the new facility is named the University of Minnesota Amplatz Children’s Hospital. She has recently donated $11.2 million to renovate the Behavioral Child and Adolescent inpatient unit. Children’s Hospital Culture is based on Fairview’s Vision and Core Values Fairview Mission Fairview Vision Our mission is to improve the health of the communities we serve. We commit our skills and resources to the benefit of the whole person by providing the finest in health care, while addressing the physical, emotional and spiritual needs of individuals and their families. We further pledge to support the research and education efforts of our partner, the University of Minnesota, and its tradition of excellence. Our vision is to be the best health care delivery system for America, in partnership with the University of Minnesota. Fairview’s Values Our core values are Dignity, Integrity, Service and Compassion. University of Minnesota Amplatz Children’s Hospital Vision Together, we transform the health of children. University of Minnesota Amplatz Children’s Hospital Purpose By working as one health care team centered on our patients, University of Minnesota Amplatz Children’s Hospital along with the entire Fairview system will create exceptional care experiences for children and their families in Minnesota and around the world. To bring hope and healing to the children and families we serve by caring for one child at a time, while advancing education, research, and care on behalf of all children. Our Beliefs • The child comes first. • The child and family are the drivers of decision making. • Families are the child’s primary strength and support and are key partners in the interdisciplinary health care team. • Education and research are critical to the care we provide. We continually drive to discover new knowledge that directly and positively impacts the care we provide. • All care is developmentally and culturally appropriate. Our Guiding Principles We deliver an exceptional and seamless patient and family centered experience. We value, champion and live team-based care. We are ONE interdisciplinary health care team. We embrace the spirit of children. We research to discover and deliver leading-edge treatments and cures for every child we serve. We educate the current and next generation of pediatric medical professionals. We are an academic pediatric health care system. We are known for highly specialized pediatric care locally, nationally, and internationally. We serve our local communities as their community hospital. We embrace a culture of quality and performance excellence and use measurement and meaningful data to drive improvement. We use our resources effectively to improve quality and patient experience while reducing the overall cost of care to our patients and their families. Page 3 What Can You Do to Make the Amplatz Culture Tapestry Come Alive? Centered Care Healing & Sustainable Health Care the Spirit of Children Environment Team Excellence Personalized Care Embrace ONE Thrive on Patient and Family Patient and Family Centered Care Provide care based on the core principles of patient and family centered care, and the developmental stages of the child. Build thoughtful, meaningful initial interactions with patients and families (“First Contact”). Embrace the Spirit of Children Personalized Care Involve children in their care and healing. Value the uniqueness of each child. Encourage play, fun, creativity with patients and team members. Recognize the whole child through “My Story” - they are not just a diagnosis. Thrive on Excellence Healing and Sustainable Environment Support efforts aimed at research, education, service, and child advocacy. Be accountable to improve and to provide the highest level of care. Greet each person you meet. Monitor conversations with each other (on-stage/offstage); use the phrase “let’s take this off-stage” to preserve the healing environment. Keep the environment quiet and clean. One Healthcare Team Respect and Promote each member of the team and collaborate to provide care and service. Say “thank you” to acknowledge your fellow team members. Work together to provide seamless transitions and handoffs between team members. Page 4 Patient and Family Centered Care What matters in health care? It is always people and how they communicate and show respect for one another. Providing care that is based on how our patients and families want to be treated and involved is the center of our care philosophy at University of Minnesota Amplatz Children’s Hospital. What is Patient-and-FamilyCentered care? An approach to the planning, delivery, and evaluation of health care that is grounded in mutually beneficial partnerships among health care providers, patients and families. Patient-and-Family-Centered care involves working WITH patients and families, rather than doing things TO or FOR them. Guiding Principles Our beliefs around Patientand-Family-Centered Care are the basis of these four core principles. Dignity and Respect, Information Sharing, Participation, and Collaboration. We will be implementing all of these core principles in Amplatz. Research has shown that this will: improve patient safety, reduce errors, decrease rates of morbidity and mortality, lower risks of malpractice lawsuits and enhance patient satisfaction with their care. Developmental Stages: Understanding Children Keeping human development knowledge in mind will help you deliver excellent care. “Kids need more than medicine to get well” and we can nurture children, by better understanding their world and childhood milestones. When working with children you should keep in mind: children absorb the world through their senses - touch, sight, sound, smell and feel. All children learn by observing and have highly developed non-verbal skills. Children experience stress and pain and fear the unknown and being separated from loved ones. . How children manage these fears is shaped by their personality and temperament, age, and life experiences. Get Well Network The Get Well Network is an interactive system that supports Patient and Family Centered Care that will be implemented in the South Building. This new and exciting technology uses the television in the patient room to bring entertainment, education and engagement to the bedside. Not all features will be available initially and will gradually be phased in. Page 5 Play is an important part of a child’s world - it is their work. Play supports their learning and validates what they understand and allows for imaginative exploration. Children live in the now - in the present moment. Each child has a unique personality and will want to be known as who they are. Children want and need respect and courtesy. Standardized Communication To support our focus on Patient and Family Centered Care, Fairview has implemented a number of communication strategies to enhance the collaboration of the “inter-professional” team in order to improve the patient experience. Using these communication tools will build collaborative relationships and trust between the patient and their healthcare team. It will help patients understand what is happening and what they can expect, and will lead to more effective patient handoffs and better patient outcomes. It also strengthens the collaboration between disciplines. LEAD SBAR We use SBAR for all patient handoffs to communicate critical information and critical events. Sometimes despite our best efforts we do not meet patient expectations. All staff should feel comfortable using LEAD as a service recovery effort. AIDET ROUNDING AIDET is a powerful tool used to create effective communication between patients and their healthcare team member(s). We use AIDET to introduce ourselves and our team members, and help give patients information on what the plan is and what they can expect. Rounding is checking in with patients at regular intervals to make sure their needs are being met. There are different levels of rounding conducted by different health care team members focusing on patient needs, satisfaction with care, and communication with patients and families for what the plan of the day and goals for discharge are. AIDET SBAR Five Steps to Effective Patient Communication Situation A = Acknowledge the patient I = Introduce yourself Background D = Duration What is the clinical background or context. E = Explanation T = Thank you What is going on with the patient? Assessment LEAD What do I think the problem is? Recommendation What do I recommend? Page 6 Service Recovery L = Listen E = Empathize A = Apologize D = Do (act) Our New Hospital The new hospital was designed using principles that emphasized achieving a safe, efficient, and high quality environment. Input from children and families and teams of doctors, nurses and other clinicians helped us build a hospital that incorporated Lean principles, evidencebased practice, and safety focus into the design. Our new hospital has decentralized team stations; 96 private same-handed patient rooms with designated zones (caregiver, patient and family); standardization whenever possible; visibility of patients; and daylighting to create a facility that supports safety for both patients and staff. We also have a sedation/observation unit, Kidney Center, a new pediatric emergency department, an expansion of both our radiology department and surgical suite, as well as a family resource center, gift shop and underground patient/visitor parking. An engaging and interactive interior design, called “Passport to Discovery,” celebrates the international and cultural diversity of the population we serve. Animals serve as “story tellers” to enlighten patients and visitors about geography, ecosystems, sustainability, and mile- stones in scientific discovery. The new South building was designed using LEED principles (Leadership in Energy and Environmental Design). The design, construction and planned maintenance of the hospital make it a truly “green” hospital. Our new hospital design allows us to build into our practice the “on-stage/off-stage” concept. This concept enables us to separate the “onstage” public areas and the “off-stage” service areas. On-Stage and Off-Stage Practice The “on-stage” and “offstage” principles are based on Fairview’s goal of an exceptional patient experience and the Disney model of offering excellent customer service. “On-stage” and “Off-stage” principles are to be used by all employees, staff, physicians and volunteers at the University of Minnesota Amplatz Children’s Hospital. that are designated spaces for our patients, families and guests. The staff corridors and work rooms will be the off-stage place where meetings, breaks, moving equipment and supplies will occur. Patients will discouraged from entering the off-stage areas. What is on-stage/off-stage? • Be aware of your surroundings. Notice if someone needs assistance. On-stage: is any place that you can be seen or heard by patients/families/guests and any public space. On-stage Behaviors Greet People • Make eye contact as appropriate. Off-stage: is space designed for staff/employees/ volunteers job functions, flow and self-care. • Use your on-stage voice, professional, clear, quiet and friendly. Ask, “How may I help you?” There are public spaces and external corridors (on-stage) • Guide people to their destination. • Be present. Be profes- • Keep the patient in conversasional. Follow the policies for tion when appropriate. No dress, appearance, and use talking over the patient. of name tags. • Remind each other by saying, Conversations “Let’s take this conversation off-stage.” • Monitor conversations. Speak as if you were being Computers/Phones/Personal recorded. No confidential Electronic Devices or business conversation in • Computers in the on-stage public on-stage areas. patient areas are for patient • Remember/know profes- care and are not to be used sional boundaries. No per- for personal business or pleassonal information given ure. where it can be overhead • Cell phone/Personal Elecby others. tronic Devices may be used as • Employees speak English in a business/work tool as dipublic areas. Be inclusive. rected by your area. Do not have conversations with others in another lan- • No ear buds or iPods for guage that could be exclu- staff in on-stage areas. sive of others. (continued on page 8) Page 7 On-Stage and Off-Stage Practice (continued) Food & Drink • Staff are welcome to purchase items in the coffee shop and enjoy them in offstage areas. • Food will be kept and consumed in off-stage areas. The cafeteria, automat or vending areas, staff lounges and break rooms, meeting rooms and private offices are designated areas for food. • Food will not be permitted at the lobby information desk or in any reception areas dealing directly with the public. • Staff will always use the staff elevators, not the public elevators, when carrying food or to access units. • Beverages must be transported in a proper container with a closable lid. Each employee, physician, staff and volunteer at University of Minnesota Amplatz Children’s Hospital must take a personal responsibility to be present for patients, act in a professional manner and support the on-stage behaviors when in patient and family areas. • All staff are responsible for keeping the environment free of clutter and litter. Central Core Principles “ The central core will be used by all patient care, medical staff, students and support services for accessing the units.” What is the central core? The central core is used as a thoroughfare for the movement of staff and supplies. Its use will create a healing environment and minimize patient and family disruption. The central core is a safe offstage area and will be off limits for patients and families. Except for designated equipment alcoves and storage areas, the central core is not a storage area. Expectations for Central Core Usage The central core will be used by all patient care, medical staff, students and support services for accessing the units. All staff with equipment should minimize time spent in patient corridors. Equipment should only in the patient corridor when it is actively being used. It should also be quiet (no noisy wheels) and kid-friendly, clean and pleasant in appearance. We embrace these guiding principles for how to best use the central core of the Amplatz facility in support of our exceptional patient and family experience. Amplatz Environmental Design and Maintenance The Environmental Design sub-group of the Amplatz culture committee has worked to develop guidelines to maintain a healing environment that is patient-andfamily-centered, pleasant, appealing, uncluttered and quiet. These guidelines also address our work areas with the goal of creating an environment that is healthy for Page 8 staff as well. To support our environment make sure equipment is stored in designated areas, and keep your personal belongings stored neatly in a locker, closet or drawer. Have food in designated areas only. Bring to the attention of facilities any furnishings that are in need of repair, and practice noise control. Staff conversations that could negatively affect the patient care environment are to be controlled. Keep staff-to-staff conversations in the staff corridor as much as possible. For more information about the environmental design maintenance guidelines please talk to your supervisor. Page 9 Page 10 Page 11 Visitor Badge Colors Children under 6 years of age will receive a purple sticker. Children’s Security University of Minnesota Amplatz Children’s Hospital environment is designed to protect our most vulnerable patients, and promote a safe and secure environment for our patients, staff and visitors. Security measures have been created to provide a high level of security while still taking into consideration our commitment to patientand-family-centered care. building which will allow us to maintain a secure environment. If your badge is not activated properly for your job position, contact your manager for assistance. Staff Access Your badge is your key to access areas in the South building. Staff with primary responsibility in the South building will be issued a children’s hospital badge. Staff will be given access to all locations in the South building, with the exception of restricted areas. There are numerous card readers and access points in the South A security officer will be located by the public elevators to ensure everyone has been issued an ID sticker. When traveling in the South building staff should always use the “staff designated” elevators. These elevators are restricted from the public. Out-patients going to the 9th or12th floor of the East building and coming into the South building lobby from the Amplatz garage will not be issued an identification badge. Visitor Access Parent/Guardian Process All visitors will be given a photo identification sticker in the South lobby, ED or Birthplace. Visitors entering through the South lobby will be required to check-in and show a photo ID. For visitors without a photo ID, they will be manually entered into the system and a photo ID will be issued. Visitor identification stickers will be color-coded for the area they are visiting. When a child is admitted to the hospital parents and guardians will be issued a photo identification sticker. They will also be given an access badge to the unit where their child is admitted. Parents and guardians of long-term patients will be issued a photo ID and access badge from the parking office. Page 12 Protecting our most vulnerable patients. Pediatric Codes Recognizing emergency response creates stress for our patients, families and guests we are implementing a new process. All pediatric Code Blues will be silent in the children’s hospital. The Pediatric Code Blue Team will respond to all pediatric codes in the South building, specialty clinics and pediatric behavioral units. The University of Minnesota Physicians Response team will respond to non-life threatening situations in the specialty clinic locations. The Pediatric Rapid Response Team (RRT) will respond to all other non-life threatening situations in the South, East and West build- ings. Dial 888 for Emergencies To initiate an Adult Code Blue response Dial 888. Inform the operator of the location and situation. The Adult Code Blue will be announced overhead. Simple Rules to Live By • Communicate the vision to patients, families and team members. • Greet each person you meet and make eye contact, as appropriate. • Refer to the patients by name, not diagnosis. • At the end of each patient and family interaction, ask: “Is there anything else I can do for you?” • Hold team members accountable by saying “let’s take this off-stage” to preserve the healing environment. • Keep the environment quiet and clean. • Constantly think of ways to improve our care and service to patients and families bring your ideas forward. • Acknowledge all team members equally and respectfully. • Remember that kids want to have fun. Page 13 FAIRVIEW 2450 Riverside Avenue South Minneapolis, Minnesota 55454 Phone: 888 - KIDS - UMN (888-543-7866) We are on the web www.uofmchildrenshospital.org/ Partners in Care At University of Minnesota Amplatz Children’s Hospital and our affiliated clinics, our passion for children and their health transforms pediatric medical research breakthroughs into cures and care for children worldwide. Everyday, we hear from patients and families who are grateful for their experience with our physicians, nurses, residents, and staff. Often these families are searching for ways to say thank you and to help ensure that other children will benefit from the same exceptional care. Making a philanthropic gift often offers donors an op- portunity to heal or provides a sense of hope and empowerment that a disease has sometimes taken away from them or their family. Philanthropy supports healthcare, medical research, and medical education while improving the quality of care received by all patients. One gift can touch thousands of lives. Now, through our Partners in Care program, families have easy access to opportunities to share their gratitude. Caregivers at Amplatz Children’s Hospital and our affiliated clinics can refer interested patient families to the Minnesota Medical Founda- tion to learn more about philanthropic opportunities. Partners in Care is a collaboration of the Minnesota Medical Foundation, University of Minnesota Physicians, Fairview Health Services, and Fairview Foundation.
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