We created the R.I.S.E. program to develop a values-driven culture that helps us stay focused on our goal of leveraging our management expertise while partnering with physician and hospital partners to ensure convenience, comfort, and quality of care for patients. More than another poster on the wall, the R.I.S.E. program has been fully incorporated into how we effectively lead our team. Our corporate values system guides us in all that we do.
- Listen and act on physician feedback in a constructive and honest manner
- Act on results of all patient satisfaction surveys
- Speak to and approach others in a friendly and compassionate way
- Provide regular communication and feedback with respect for others
- Act in a way that demonstrates our responsibility to be reliable and prompt
- Demonstrate openness to employee complaints and act on them appropriately with advice from peers and supervisors
- Be accountable for what we do and what we fail to do
- Exceed the components of our job description in a reliable manner
- Practice clear, honest and open communications – no matter how difficult
- Abide by company policies as well as state and federal regulations
- Provide a work environment that fairly takes into account all participants’ collective views
- Mentor others to promote personal and professional growth
- Regularly provide information to create enterprise understanding around the clinical and economic performance of our business
- Communicate difficult information in any direction to improve our business
- Comply with both regulatory requirements and institutional policies and procedures
- Promote and participate in quality improvement initiatives
- Effective utilization of staff resources
- Cost effective utilization of supplies and equipment
- Demonstrate proactive approach to problem identification and solutions
- Demonstrate appropriate time management skills, prioritization and task completion
- Utilize technology to improve processes while reducing costs
- Optimize the use of available resources through corporate partnership
Results show the R.I.S.E. culture has taken hold in our facilities.
• Nursing attrition rates at Regent facilities across the country have dropped
• Patient satisfaction elements that are tied to R.I.S.E. components such as respectful caring, stewardship and efficiency have risen, according to monthly patient satisfaction reports
• The synergies between staff and physicians in Regent facilities that have embraced R.I.S.E. have improved; over 60 R.I.S.E. recognition awards have been given out to employees, management, and physicians at Regent facilities
• Since 2010, Regent has awarded high school students with scholarships earned for exemplifying the R.I.S.E. Values in their everyday lives
As we continue to recruit excellent managers that lead through example and pass along our corporate values to their employees, we will become that much more effective at providing business and clinical excellence. As leaders in the industry this is our ultimate goal.
In recognition of the efforts of our facility administrators and employees and to encourage the perpetuation of the R.I.S.E. core values, Regent developed the R.I.S.E. scholarship program. The purpose of this program is to recognize and reward the children of our facility employees for the R.I.S.E. values they have already exhibited during their high school careers.
To be eligible for consideration the student has to be a graduating high school senior or currently enrolled in college/technical school courses. In addition, they have to provide two letters of recommendation and write two essays.
Awards are given out annually. In 2011, Regent awarded scholarships to four children of facility employees.
April played an integral role in successfully implementing an electronic inventory system at a fellow Regent facility. When the management team began to develop the system, they struggled and were overwhelmed by the sheer magnitude of the task. April, who had experience with implementing a system like this, stepped in and guided the team.
She shared her experience, went well beyond teaching and helped input many items. She also advised the facility on how to prepare for the next steps of inventory control process. She was extremely helpful and patient throughout the tedious and stressful process.
Barb’s ASC had a ‘difficult patient’ check in one day. His personality and actions had everyone that he encountered frazzled, from check-in to pre-op. The pre-op staff informed Barb of the situation and before PACU could even begin to formulate a game plan to deal with Mr. Personality, Barb stepped in to take over the entire recovery process. Through her actions she showed her staff the tactics for dealing with difficult people.
One of her nurses summed it up best – “Barb always has our backs – she’s always there for us”.
The following quotes were taken from the numerous R.I.S.E. award nominations Bob received from his fellow employees:
“Bob is the true description of our R.I.S.E. values in motion”
“Bob treats every request like it is his highest priority even though he has a hundred things on his plate. He is reliable, dependable and self-directed”
“There isn’t anything that Bob even hesitates to help with at the Surgery Center of Reno”
“Bob addresses every demand in a timely manner and understands the urgency of every situation”
“Bob is reliable, dependable, and honest. We place unquestionable trust in Bob’s word”
“Bob orders all our supplies and is vigilant about cost containment. He knows our supplies and manages our costs while monitoring the utilization of purchases.”
“Whether it is a doctor or staff member who has a special project with special needs, Bob goes out of his way to make sure you have what you need when you need it. His efforts make people want to come here to perform surgeries.”
Respectful Caring: These three Recovery room RN’s took it upon themselves to go and buy two displaced children motorized spinning toothbrushes and toothpaste. These two young children were at the facility for dental procedures, when the RN’s asked them about brushing their teeth the children replied that “This is my first toothbrush, so now I will brush my teeth.”
Respectful Caring: These two individuals were inspirational during a time of grief of one of our employees. They both stood by her, calmed her, and offered her good, sound advice in dealing with the challenges she was facing. They demonstrated respectful caring in every way.
Integrity: These individuals responded to an emergent situation in a Radiology waiting area, initiating first responder care. The patient had no pulse and no spontaneous respiration. Compressions were started immediately and the airway stabilized. 911 was called and the patient transported to the closest emergency department. The staff and facility administrator visited the patient on their way home and at that time the patient was extubated with stable vital signs.
Through their quick actions and Integrity, these team members saved a patients life.
A patient that Dwight took care of pre-op and post-op stated that she needed to talk to a supervisor before she would be discharged. The DON went to the patient, as requested, to see what she wanted. The patient began to tell the DON that Dwight made her feel “at home” at KSC. He alleviated her fears and apprehensions in pre-op and was happy to see that he was there for her in PACU. She said that he turned an anticipated bad experience into a great one because of his caring and reassuring attitude. She stated that she just wanted us to know how wonderful Dwight is.
Respectful Caring: According to his administrator “Guillermo goes out of his way to accommodate his employee’s requests for assignments, personal appointments, etc., which often requires him to step into their roles while they are out. He has an excellent bedside manner with the patients whether in pre-op or as a circulator.
Materials Manager Heidi is efficient in all she does, and is particularly efficient in obtaining optimal prices for equipment. When she received quotes for two items totaling $16,000, she worked with the vendor and was able to secure both items for $12,000.
During the implementation of the PurNet system throughout the Regent facilities, Heidi ‘amazed’ one vendor by her 100% utilization of Regent’s group purchasing contracts. The vendor stated that she is a model for all their clients.
Heidi looks at the big picture and takes all things into consideration. According to her administrator she does a great job.
Throughout the spring and early summer, these employees have changed their off days and even given up their off days, to help their co-workers during the heavy scheduled days. They have shown us efficiency in their actions. They have all helped significantly to carry the Surgicenter forward during higher volume periods.
Joyce has gone above and beyond in helping her facility through some difficult staffing situations over the past few months.
Joyce was on vacation when one of her facilities employees had to take some sudden, long-term sick leave. The Director of Nursing contacted Joyce and asked if she could come in to help cover the absence. Joyce came in on her vacation to help the center cover the staffing deficit.
Recently the center experienced a series of close family deaths of employees. Joyce worked extra hours to help cover.
Karen was the pre-op nurse for a patient who had been to the facility three times previously. This was to be his fourth surgery.
While doing his pre-op Karen noticed the patient was not quite himself. She asked him what was wrong. The patient told Karen he has not felt right since his last surgery. When Karen pressed him to be specific he admitted that his chest felt tight lately and he felt like he couldn’t catch his breath. Karen immediately informed the facility administrator about the patient and said she thought he should be evaluated by the doctor. Once the surgeon came Karen and the administrator pressed him to cancel the case and have the patient sent immediately to his primary care physician.
The case was canceled and the patient was told to go to his primary care doctor immediately. His surgeon called the primary care doctor and told him to expect him. The patient was given a twelve lead EKG and was found to have had a myocardial infarction. He was sent to the cardiac cath lab immediately and then flown to another hospital for open heart surgery. By Karen taking that extra time to listen and care about this patient she helped saved his life.
Katy, though still a relatively new employee, spotted dust on one of the shelves in an OR cabinet. She immediately notified the Director of Nursing, who then told the Administrator. The problem was analyzed, and after clearing the room, it appears the problem stems from an older cabinet back panel separating from the rest of the cabinet, which allowed in dust. This alert response on Katy’s response helped to ensure the safety of the Surgicenter’s patients and maintain the integrity of the OR. She was not shy about speaking up about a problem she noted. In addition, Katy has made herself available to the Surgicenter throughout the spring and summer, switching or giving up her off days in order to help her co-workers during the heavy scheduled days.
Respectful Caring: Recently an event unfolded that exemplified the compassion that an entire center had for a patient and her family. Early in the morning as our patient, Mrs. Smith, checked in, she was routinely asked, “who is with you today to drive you home?” She answered, “my son is on his way here right now.” With that, Mrs. Smith completed her check-in and was taken through pre-op and surgery. Her son was not there to speak to the surgeon immediately after surgery, but we knew he was on his way. In PACU when it was getting close to discharge, Mrs. Smith was asked about where her son was, and she replied that he was on his way from Charlotte, NC on a Greyhound bus.
Mrs. Smith reached her son on his cell phone and found that he was near Ohio. Through conversation with her, the PACU nurses found out that Mrs. Smith’s sister was driving here from Maryland. She could pick her up if her son did not make it since the bus he boarded yesterday broke down. Her sister was somewhere on the western side of Pennsylvania heading toward Ohio.
Anesthesia wanted Mrs. Smith discharged since she met the criteria, and highly suggested that she be admitted to the nearby hospital into an observation bed. A call was placed to the hospital admitting and we found out that, while this was a possibility, there would be a substantial cost that Mrs. Smith would incur for the stay there. We were going to be here with other patients till the end of the day anyway, so we decided that Mrs. Smith could stay till then and enjoy all the amenities that an ASC PACU could offer.
It was early afternoon when we discovered that the son was now in Columbus at the bus station and the sister was at the university hospital looking for Mrs. Smith. The bets were on – which one would find their way here to the center first? The sister called in multiple times for directions and was talked in. The son also called in and was assisted to locate a city bus to bring him here to the center, however he got off the bus at the wrong stop and was a mile or so from the center when he called again. At that point he was now walking, trying to find Knightsbridge.
Mrs. Smith’s sister was still driving, her son now walking. Who would make it to Knightsbridge first? Two staff members struck out in a car to find the son, and did so at the CVS pharmacy. After he was identified, not too difficult since most people don’t carry suitcases in CVS parking lots, he was loaded into the car and brought to the centers PACU. Five minutes later the sister arrived. Discharge instructions were given and Mrs. Smith walked out of PACU with her son and sister.
During this daylong event many Knightsbridge staff was directly involved with either the care of Mrs. Smith or the multiple conversations with her son and sister. Even one of the OR techs offered to take her home since he lived in the same community as Mrs. Smith.
I have purposely not used any staff names in this narrative because it was a team effort. The entire Knightsbridge Surgery Center Staff showed great Respectful Caring in the extraordinary compassion showed to Mrs. Smith and her family.
Integrity, Stewardship: The Medical Center at Elizabeth recently received COLA accreditation. COLA is a premier clinical laboratory accreditation organization. Linda is the head of her facilities ISTAT quality and testing program. Her hard work was invaluable in helping the facility obtain the accreditation.
Mariann was taught to utilize the new healthstream employee competency program – she then took it upon herself to assist and instruct her co-workers throughout the facility. She has been very helpful in implementing the new program, assuring the other employees of how easy it is to learn and utilize. She has demonstrated commitment and stewardship.
Stewardship: Mary has been extremely helpful in assisting staff throughout our organization in gaining access to the AdvantX program and has offered her assistance in demonstrating how to utilize the different applications the program offers. She has demonstrated stewardship in providing assistance; when she does not know the answer to a question, she will find the answer and follows through until the person she is assisting is satisfied. She unselfishly provides fellow employees with her expertise.
Mary Kay was at her ASC near the front of the building when the elevator alarm went off. She and the administrator quickly went to the elevator to see what the problem was. After talking to the two occupants they discovered that the “Emergency” button had been pressed by mistake, which set off the alarm.
The front desk receptionist immediately called the landlord to notify their building engineers of the problem. Rather than wait for the engineers to come, Mary Kay recalled the proper procedure for resetting the elevator. After reassuring the patients, she went up to the elevator room and reset the elevator, stopping the alarm and allowing the elevator to function normally again. The two patients were able to then walk out of the elevator safely, having been trapped for only about 10 minutes due to the quick thinking of Mary Kay.
Stewardship,Efficiency: When her facility added eye procedures to its case mix, Pat worked hard to integrate the new eye staff with the current OR staff. She also trained the new eye staff to work as a team, allowing them to do twelve eye cases in a morning using one OR room. She rose to the occasion and was an essential part of making the integration of eye cases into the facility go smoothly.
According to her Administrator, Rosina has always been very honest and forthright through good and bad situations. If she does not know or understand something, she says so honestly. She works hard to promote a culture of speaking up if there is a problem. She is direct and honest with her staff, she always takes the time to listen and respond to their needs. She does not ask anyone to do anything that she herself would not do.
Mount Dora was the first Regent facility to begin using the HST medical software program Sam found out that the program was going to need to be built. HST was a new program and little to no help was available to build the software. Sam took on the task of building tables and beginning to put the program together. Sam worked long hours and gave up many weekends to build the program. According to his Administrator, Sam is a truly dedicated, hardworking individual who daily uses the RISE values to guide him.
Sam’s fellow employees had this to say about him:
“Sam was instrumental in establishing relationships with several of our local and national vendors.”
“Sam’s work ethic is surpassed by no one.”
“They just don’t get much better than Sam!”
“Sam respects everyone, from his boss to the delivery man.”
“Sam is inquisitive, self-motivated, and liked by all the staff.”
Respectful caring means taking the time to know your patients, understand their fears, and be able to put them at ease before, during, and after surgery.
At the Surgery Center of Reno (SCR), the employees care for all ages, from infants and young children, to adults and the elderly. They take the time to get to know every individual and ensure that they are relaxed, prepared and ultimately healthy. Routinely, employees go above and beyond at SCR to tailor their care to each patient and age group.
Many of us may forget how scary surgery can be, especially for a young child. In the spring of 2008 a young boy was having surgery at SCR. To ease his fears, SCR gave him Wolfie, a small stuffed wolf to protect him during surgery. When coming out of surgery, he immediately looked for Wolfie, feeling relieved at the sight of his new stuffed friend. The boy later took Wolfie to school with him for ‘show and tell’. He stood in front of the room and told his classmates how the wolf got him through surgery safely. Wolfie has become a part of his life.
Sometimes small gestures, even as small as a stuffed animal, can help a patient to a safe recovery. Because of the SCR employees’ respectful caring, the boy’s fears were eased and he is able to look at his experience in a positive light. His parents were extremely grateful for the attentive nature of the staff and the compassion offered to their son during his time of need.
Integrity, Stewardship: According to his co-workers: “Tom has been extremely supportive and helpful to the staff and Palos Surgicenter. If anyone has a concern he tries immediately to resolve the issue. He has listened to the staff in regards to insurance issues, he has actually put on scrubs and assisted in the GI suite, and he has also assisted in our admissions/discharge area bringing patients in for admissions and assisting in escorting the patients out to their cars by wheelchair.
He has involved the staff in the remodeling process at our facility. If a physician becomes a tad bit anxious, Tom intervenes and helps decrease their anxiety to make our work day more tolerable and pleasant. He believes in the RISE values, works and lives by them. He does, as some folks say, walk the walk like he talks the talk!”