Guiding Principles
Your Favorite Things
WOWs
Medication Administration
Shift Changes
Leaving the Hospital
Dining On Call
Vocera
Care Traffic Coordinators
Guiding Principles
 The Guiding Principles for Patient Centered Care
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The patient is the source of control for their care
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Care is based on continuous healing relationships
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Care is customized and reflects patient needs, values, and choices
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Families and friends of the patient are considered an essential part of the care team
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All Team Members are considered as Caregivers
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Care is provided in a healing environment of comfort, peace and support
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Knowledge and information are freely shared between and among patients, care partners, physicians and other caregivers
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Transparency is the rule in the care of the patient
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Patient safety is a visible priority
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Systems are designed to anticipate patient needs
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All Caregivers cooperate with one another through a common focus on the best interests and personal goals of the patient
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Patients are not discharged but rather transitioned to another level of care
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Your Favorite Things
What are one or two things that comfort you? That helps you get through the day? Is it that cup of hot coffee and the newspaper in the morning? Maybe it's a warm blanket or your favorite TV show. Whatever it is, your care team will ask you about it and do their best to accommodate your wishes. That's a new approach!
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WOWs
Our Workstations On Wheels allow your nurse to electronically chart your medical record while in your room. Take this opportunity to ask more questions. We've eliminated centralized nursing stations. This keeps nurses out of the hallways and in the rooms resulting in more patient interaction. That's a new approach!
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Medication Administration
Our Pharmacists are more visible because they are actually on the patient floors. The pharmacists do more than just dispense the patients' medications. They ensure the medicines that were being taken before the patient entered the hospital don't interact with the new medications that are prescribed while the patient is in the hospital. They come and talk with the patients and their family members about what medications have been prescribed and why. If you have any questions, you can ask the pharmacist directly. That’s a new approach!
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Shift Changes
Whenever possible, the care team at Progress West HealthCare Center will always do their best to do shift changes in the patients' rooms. As the leaving nurse describes to the nurse coming on duty what has transpired with your care, you'll have the opportunity to participate in the discussion. This ensures that everyone is kept in the loop on your progress and goals for leaving the hospital. That's a new approach!
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Leaving the Hospital
You won't hear the term "discharged" around here. At Progress West HealthCare Center, we begin with the end in mind. Upon admission as an inpatient, we start working with you to determine how to best transition you to the next level of care. For some, that might mean preparing you for a skilled nursing setting. For most, it will mean preparing you for going home. Daily goals for you, your care partner (or family member) and the care team (nurses, pharmacists, therapists) are set to keep everyone on track. That's a new approach!
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Dining On Call
When you're in the Hospital, you may not have the same appetite you normally have at home. You may not feel like eating breakfast until 9am or you may be really hungry at dinnertime. Our comprehensive menu gives you a wide variety of choices. You may order your meals by calling the Dining on Call concierge. Please allow 45-minutes to an hour for delivery. We won't tell you when you have to eat. You tell us when you're hungry. That's a new approach!
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Vocera
You may notice that your care team is wearing a small, black "necklace" they talk into. This handsfree walkie-talkie, or Vocera, allows care team members to speak with each other quickly, without having to look up phone numbers, find a phone, or disrupt what they are doing. More importantly, the Vocera system replaces nurse call buttons. Instead of waiting for a nurse to respond from a nursing station, your nurse will respond to your needs in a timely, more efficient manner. Your call for assistance immediately pages your nurse. If the nurse is with another patient, he/she will respond to you as quickly as possible. Vocera will immediately alert your nurse if any alarms go off on monitors associated with your care. Everything is done with safety and courtesy in mind. That's a new approach!
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Care Traffic Coordinators
When Progress West HealthCare Center adopted a patient-centered care model, leadership knew it had to place decision-making staff closer to the patient. The resulting job incorporates the first-hand knowledge of a charge nurse, the authority of a nursing supervisor, and global perspective of a bed coordinator. They named this new position: care traffic coordinator (CTC).
CTCs determine bed and staff requirements for each patient based on condition and needs. It puts the critical decision-making as close to the front lines as possible and allows for maximum flexibility.
"The CTCs are on the patient care units and available as resource nurses to assist with processes like admission histories and assessments, starting IVs and assisting with other procedures," says Charles Lewis, RN, chief nurse executive. "They are responsible for house-wide supervision, members of our Rapid Response Team, and well-trained in our clinical applications."
CTCs have solid clinical backgrounds with critical care and leadership experience. They act as the eyes and ears of the leadership team and troubleshoot issues during off-hours. That's a new approach!
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