Vertical Services Playbook

Vertical Services Playbook

VERTICAL SERVICES Playbook

• All information in this guide is for use by TouchPoint Support Services associates only. Because our processes and procedures are proprietary, broader distribution is strictly prohibited. This guide should never leave the work premises. • While these guides are printed and static, the online version is kept up-to-date. Please use the digital playbook on the TouchPoint intranet to print information for posting or training • To access this guide online, click on the “Associate Login” link on IAmTouchPoint.com TouchPoint Support Services is committed to providing compassionate care at every point of human contact. We are all about selecting teammembers who are not only talented, but compassionate and fully committed to embracing a culture of excellence and exceptional hospitality that goes above and beyond in delivering the very best health care experience for every patient, resident and guest. Patient transport, patient safety attendants and valet parking standards are essential to delivering an exceptional experience to everyone, every time. The purpose of this guide is to provide you with an easy-to-use, how-to guide that details the essential standards and processes that are paramount in ensuring and maintaining a consistent level of quality and excellence in our operations. This guide also covers the expectations and components needed in first impressions, genuine conversations and meaningful interactions that together always weave a beautiful tapestry of exceptional hospitality and memorable experiences

ABOUT THIS GUIDE

©2020 TOUCHPOINT SUPPORT SERVICES. ALL RIGHTS RESERVED

Strictly confidential; do not remove from premises or share outside of TouchPoint associates.

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TABLE OF CONTENTS

PATIENT TRANSPORT ...................................................................................................

PATIENT SAFETY ATTENDANTS ...................................................................................................

VALET SERVICES ...................................................................................................

2 | Patient Transport

INTRODUCTION

TOP OF MIND OBJECTIVES

MISSION STATEMENT I am committed to uplift the spirit of those I serve every day. I believe I can make a difference by serving with integrity, humility and optimism. I am TouchPoint.

SAFETY When we are alert at all times and looking for ways to improve the experience, we will operate more safely. UNITY All of our departments will work together, going beyond for our guests. We call that unity. It provides our guests with a single TouchPoint experience. PATIENT SATISFACTION Our patients will notice all TouchPoint associates going above and beyond, which will make them happier and more satisfied with their experience. Satisfied patients will reward us with higher ratings when they evaluate their care.  ENGAGEMENT When we are all working together and are focused on the same thing - going beyond for our guests- our jobs will be easier and more enjoyable. Teamwork and happiness are key. FINANCIAL STEWARDSHIP This means we work and operate from a spirit of goodwill. We all play a part in helping to save costs and resources. By doing this we help promote and support our ministries’ missions of providing service and care to the poor and vulnerable.

OUR VISION We will be the pioneers within the industry, transforming the customer experience in support services, touching the lives of those we serve by going above and beyond what we have always done, and persistently creating a better customer experience.

Our top priority is to support Ascension Health’s purpose. That is to provide exception healthcare and to serve the underserved. We’re challenged to be ever-more efficient, while serving our patients in clean and safe environments. To do that, TouchPoint has five objectives. They’re woven together and can’t be pulled apart. Each one is just as important as the next. In an ideal scenario, all five are perfectly balanced. They are called Top of Mind – and that’s where they should always be.

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BE KIND Being kind means doing things with purpose and acting with compassion at every point of human contact. EVERY PERSON – EVERY TIME We believe that our exceptional hospitality services are the core of our business. We will provide every person with an Each of our associates understands that they are the experience for every person we serve. From the time a guest enters the doors of the facilities we serve, to the time they leave, the experience is unique to TouchPoint. OWN IT TouchPoint associates own the entire experience for our guests. Going beyond isn’t just a catch phrase, it’s simply our way of offering the very best in hospitality services to our guests. NOTICE IT TouchPoint associates are trained to stop, look, and listen for ways to improve the patient experience. DELIVER IT We’re committed to delivering service to each and every guest that is beyond their expectations. When we GoBEYOND for our guests, there’s a ripple effect that takes place and we can expect certain things to happen, which in part positively impacts our Top of Mind. experience beyond his or her belief every time. YOU ARE THE EXPERIENCE

HOW DO WE ACHIEVE OUR VISION?

GoBEYOND is TouchPoint’s comprehensive customer experience and culture enrichment program developed specifically to focus on onboarding new associates, engagement, in-service training, and recognition. It aligns Top of Mind objectives into operations and training. GoBEYOND focuses on six basic customer experience expectations that are easy to remember:

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PATIENT TRANSPORT

This list represents the “essentials” of service delivery. These proven elements enable us to deliver consistently on Touchpoint standards. The essentials are mandatory.

1. We are quick to respond. 2. We check two identifiers. 3. We safely handle patients and equipment.

4. We keep everyone informed. 5. We make a positive impression. 6. We break the chain of infection. 7. We earn the right to be trusted.

PATIENT TRANSPORT ESSENTIALS

12 | Patient Transport

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WHY THIS IS IMPORTANT Patient transport plays a vital role in connecting our patients with services needed within the hospital. These services are important to individual care plans and overall successful stays for patients. For clinical teams, a smoothly running patient transport program can result in added capacity for provided services.

WHAT TO DO 1. Be prompt. Being on time for your shift starts your day off on the right foot. Showing up as expected to pick up your customer will not only help keep patient stay on time for their scheduled appointment, but it will also help earn the respect of your clinical customers. 2. Arrivingwith equipment – youwill provided the equipment needs with your dispatch. You need to arrive with what is needed to pick up the patient. Equipment will be stored in decentralized locations throughout the building or in the patient transport department. Each location is different we need to know where to find it before we transport. 3. Good pick up and hand off’s. This is important. We announce our arrival at the nurses or control station. We gather the ticket to ride and get instructions from the nurse or care giver. Upon arrival at the destination be sure to practice the same handoff’s.

A Great Start

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4. Callingfor thenext assignment. Beingprompt is important. Being present and ready for the next assignment is even more so. Upon completion of your trip and cleaning your equipment make sure the system or dispatcher knows you are ready for your next job.

CLOSE TRIP OUT ON COMMUNICATION DEVICE AND BE READY FOR NEXTJOB

SIGN IN TO YOUR COMMUNICATION DEVICE

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01

CLEAN EQUIPMENT AND WASH YOUR HANDS

RECEIVE AND ACCEPT ASSIGNMENT

02

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03

11

TRAVELTO DESTINATION / COLLECT EQUIPMENT

ENSURE PROPER HANDOFF AT DESTINATION FOLLOWING TTR PROCESS

the SUCCESSFUL T R AN S P O R T

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04

DELIVER PATIENT TO DESTINATION

CLEAN AND DRESS EQUIPMENT

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05

ASSIST PATIENT ONTO EQUIPMENT

ARRIVE AT CLINICAL STATION

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GREETYOUR PATIENT AND CHECK 2 TYPES OF IDENTIFICATION – WASH YOUR HANDS

GO “IN PROGRESS” OR “STARTYOURSELF” USING COMMUNICATION DEVICE

COLLECTTICKETTO RIDE (TTR)

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WHY THIS IS IMPORTANT Patient transporters play a key role in delivering a positive patient experience. A positive experience starts with a good first impression. Being bright and enthusiastic, standing tall, dressing in uniform and using other non- verbal cues will speak volumes before your even say a word to your patients.

WHAT TO DO 1. Posture is important. Patient transporters should stand straight and have only patient-related materials with them. Your hands should never be in pockets and your arms never crossed. Don’t lean on walls or rest elbows on equipment. 2. We wear uniforms. Uniforms should always be neat, clean and wrinkle-free. Be sure you’re your ID badge is correctly worn at all times. And, don’t forget your safety shoes. 3. Don’t skip the grooming. Your personal appearance should be neat and hair should be a natural in style, color and appearance. Facial hair should be modest and groomed. Your appearance should represent the best that TouchPoint and our ministries have to offer. Remember, you set the tone. 4. The only technology you should carry is what is necessary for transport. Personal ear phones, cell phones and mp3 players should not be carried.

Looking the part

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WHY THIS IS IMPORTANT Patient transporters play a key role in delivering a positive patient experience. A positive experience starts with a good first impression. Being bright and enthusiastic, standing tall, dressing in uniform and using other non- verbal cues will speak volumes before your even say a word to your patients.

WHAT TO DO 1. Get the training you need to properly operate the system. Training will be provided by your manager and you will be expected to understand and ask questions about how to best use the system. 2. Collect needed communication equipment daily and ensure you are signed in to system while working. Make sure you sign in and out when taking breaks. 3. After the patient is safely delivered, close out your trip. 4. When you’re available, new jobs will be assigned. It’s important that you accept the trip. 5. Sign out at the end of your day and return the communication device.

Patient Transport Technology

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WHY THIS IS IMPORTANT Safety is one of our Top of Mind values. Following all safety procedures will make our jobs easier and ensure our patients’ wellbeing is upheld.

WHAT TO DO 1. Ticket to ride. This is the first step in ensuring we are picking up the right patient. Tickets will be provided by the nurse’s station or caregiver. Tickets should include the information necessary to identify the patient and delivery locations. 2. Check two identifiers. Checking identifiers is critical to make sure you have the right patient. Patient identifiers include the patient wrist bracelet and asking the patient to identify themselves or their date of birth (DOB). 3. Lifting. Lifting patients should be done with care and with assistance from the clinical team. If the patient is ambulatory, allow them to get on to the equipment. Remember to be available to lend a helping hand. 4. Connections. O² hook connections and disconnections should only be performed by trained team members. If this is a part of your job, your manager or a member of the clinical team will train you on proper procedure.

Patient & Associate Safety

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5. Monitored transports. We do not transport monitored patients alone. We assist caregivers with Advance Life Support training. This could be a nurse or EMT. 6. Patient confidentiality. Patient confidentially is your responsibility and the right of our patients. Reinforced under HIPPA training (Health Insurance Portability and Accountability Act of 1996), you will learn that protecting the privacy of the patient is paramount. Any information you learn about the patient should only be shared with caregivers. 7. Report defective equipment. If our equipment is broken, it needs to be reported and pulled from use. You will use a tagging system to identify the damage and take the equipment to a repair location.

Note: Be sure to clean equipment before sending it for repair.

24 | Patient Transport

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WHY THIS IS IMPORTANT We measure our success through the eyes of our patients and their satisfaction with the hospitality experience. Patient satisfaction reflects the sum of all our interactions.

WHAT TO DO 1. Eye contact and a smile is always the way to start and end a patient encounter. Your smile and eye contact conveys a sense of ownership and gives patients the comforting support they need. 2. Address the patient properly, using their last name. Remember to introduce yourself and your role. Ex. “Good morning Mr. Smith. I’m John, and I’ll be transporting you to your test.” Be simple, clear and to the point. 3. Always follow the 5 W’s when communicating with patients: a. Who you are. Introduce yourself. Ex. “Good Morning I am John…” b. Why you are there. Let the patient know you are the transporter Ex.“…. I’m your transporter this morning.” c. Where you are going. Explain the process and

Transporting with Positive Impressions

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destination. “… today we will be heading the MRI for your test” d. When you will be returning. Let the patient know when they may be returning to their room. “… you are scheduled to be back at 10am” e. What not to say. Do not discuss the patient’s condition or other controversial topics.

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WHY THIS IS IMPORTANT In our facilities, about one out of 20 patients will acquire a healthcare-associated infection (HAI). Reducing HAIs is a top priority in our facilities. Patient transporters play an important role in reducing HAIs through proper hand hygiene, correct use of PPEs, and keeping equipment clean and disinfected

WHAT TO DO 1. Hand hygiene. Hand hygiene is the number one method of stopping the spread of infection. Use alcohol-based hand sanitizer before and after you put on your PPE, enter and exit a patient room, after using the restroom or eating. Handwashing is also required. Good handwashing technique includes using warm water and soap, agitating your hands for 40 – 60 seconds, rinsing and then drying with a clean, dry paper towel. 2. Keep your equipment clean. It’s important to clean equipment before and after use. Disinfectant wipes should always be available for you. Wipe seats, stretcher pads, and any high-touch surfaces. If the patient is on isolation or there has been a bodily fluid spill, follow the proper cleaning procedures carefully. 3. PPE. Proper use of personal protective equipment (PPE) will protect you and your patients. Always don and doff PPE properly. When patients are in chairs or stretchers, do not transport wearing gloves or other PPE unless instructed by the clinical caregiver. Be sure to properly dispose of PPE and practice good hand hygiene.

Practicing Good Infection Control

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PATIENT SAFETY ATTENDANTS

This list represents the “essentials” of service delivery. These proven elements enable us to deliver consistently on TouchPoint standards. The essentials are mandatory. 1. We are flexible and available. 2. We are attentive and focused. 3. We are empathetic but cautious 4. We report what we observe to the clinical team. 5. We are helpful within our scope.

ESSENTIALS

Created for regulatory needs, the PSA process is a critical link that allows clinical teams to increase their time with patients.

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WHY THIS IS IMPORTANT Being present means that you are focused and serious while on the job. While in your role, all outside distractions need to be set aside. Your patient’s wellbeing should be your sole focus. Your role is important and you have the ability to keep patients safe and protected.

WHAT WE DO 1. We are prompt and flexible. Since many of the sitting opportunities are announced within 2 hours of the need, it is important that your manager understands your commitment and availability. Communication and reliability is the key. 2. We conduct solid hand off’s from the clinical team and other sitters. All sitting jobs will include observation documents that need to be completed. Timing and completion of information is key. When being relieved for breaks or at the end of your shift be sure to review and sign you observation sheets. 3. Focus on the patient. Simply stated, a sitting assignment that is 1:1 is just that. The patient should always be your main focus. Do not allow yourself to become distracted. 4. Conduct only patient focused business. If you need to attend to an off-the-job situation, contact your manager, and they will cover your position. The general expectation is that these are handled while on your break.

A Great Start

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PATIENT SAFETY ATTENDANTS: DO’S & DON’TS

5. No personal communication devices. Mobile phones should not be used unless assigned by your manager. 6. Inform the clinical team of any adverse behavior immediately. 7. Complete all paperwork and make sure it is reviewed with the next PSA and the clinical team.

BE ATTENTIVE:

Don’t Watch TV Don’t Read Don’t work on your phone Do watch you patient

TOUCH: Do intervene if pulling at IV poles Do intervene if struggling to get in bed

Don’t assist with walking unless instructed by the nurse Don’t intervene if patient wants to reposition in the bed call the nurse

SAY: Do use appropriate AIDET Scripting Do remain with in arms reach, even when in restroom Don’t refer to yourself as “Sitter” Don’t use the word “suicide”

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WHY THIS IS IMPORTANT Patient safety attendants play a key role in customer service as well as patient safety. Great customer service starts with non-verbal cues before you even say “hello” to your patient. Being bright and enthusiastic and showing interest in the role are key to the successful patient safety attendants.

WHAT TO DO 1. Posture is important. Patient safety attendants should sit or stand up straight. Good posture ensures your attention is focused on the patient. Hands should never be in pockets and arms never crossed. Be sure not to lean or slump in your chair or lean against the wall. 2. We wear uniforms. Uniforms should always be neat, clean and wrinkle-free. Wear your ID badge correctly at all times. And, don’t forget the safety shoes. 3. Don’t skip the grooming. Your personal appearance should be neat, hair should be a natural style, color and appearance. Facial hair should be modest and groomed. Your appearance should represent the best that TouchPoint and our ministries have to offer. Remember, you set the tone. 4. The only technology you should carry is what is necessary for transport. Personal ear phones, cell phones and mp3 players should not be carried.

Looking the Part

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WHY THIS IS IMPORTANT Telesitting plays a critical role in observing patients who aren’t high-risk. These patients require special monitoring of their actions and movements, but are not at a high risk of self-injury. Through the use of video cameras and monitors, a single observer can observe up to 12 patients at the same time. WHAT WE DO 1. Deliver and set up video monitoring system in assigned patient rooms. 2. Document each patients’ activities on an observation flow sheet every 30 minutes or as directed by hospital policy. 3. Patient activities are allowed with clinical approval. Attendants are not allowed to participate in diversional activities. 4. Continually monitor physical movements to ensure there are no prohibited materials that the patient could use to harm themselves or others. This includes wires, pencils/pens, string, plastic bags, medical equipment etc. If anything is found, remove the material and contact nursing. 5. Never leave patients alone. Breaks will be covered by another associate or manager. Before changing shifts, ensure there has been a proper report out between the new observer and clinical team. 6. If the patient gives you any information indicating they’re going to cause harm or are feeling fearful, immediately report it to the clinical team.

TECHNOLOGY

Telesitting

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WHY THIS IS IMPORTANT We are on the frontline of protecting our assigned patients. Our primary task is to observe the patient and their physical environment to ensure their actions are within normal standards.

WHAT WE DO 1. Never leave your position without coverage. 2. Always complete the environmental safety checklist as required. 3. Make sure anything left by a visitor, other associate or guest is considered safe. 4. Stay attentive to the patient’s actions 5. Don’t be persuaded to give the patient something that could harm themselves (e.g. a pencil to complete a crossword puzzle could become a deadly weapon). 6. Report all suspicious behavior immediately. 7. If you feel threatened, informtheclinical team immediately. 8. Intervene only when a patient is in immediate danger. 9. Record everything on your observation logs.

SAFETY

Patients & PSAs

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VALET SERVICES

This list represents the “essentials” of service delivery. These proven elements enable us to deliver consistently on TouchPoint standards. The essentials are mandatory. 1. We are ready to assist our guests in and out of vehicles. 2. Wegreet our guests upon arrivinganddeparting. 3. We offer wheelchair and direction assistance. 4. We check-in each vehicle. 5. We are prompt in parking and retrieving cars. 6. We drive safely. 7. We say “please” and “thank you”. Valet parking service standards are essential to delivering an exceptional experience to everyone every time. In many cases, the valet attendant is the first person our customer encounters as they enter the facility. This is the first opportunity we have to provide a sense of hospitality.

ESSENTIALS

48 | Patient Satisfaction

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WHY THIS IS IMPORTANT Valet attendants often make the first and last impression on our patients and guests. A positive first and last impression can influence their overall perception of the hospital.

WHAT TO DO 1. Be attentive to our customers. Help them out of the vehicle, if needed. Provide clear directions on what to expect from valet services. 2. Offer warm, welcoming greetings that will put your customers at ease. 3. Have a tidy, clean station. Your kiosk should be clean and well maintained and the space should be free of debris. 4. Practice the 5/10 Rule. When a customer is within 10’, acknowledge that person with eye contact and a smile; within 5’, greet them verbally.

A Great Start

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WHY THIS IS IMPORTANT Valet attendants are the first people that patients and guests encounter at the hospital. It’s important that attendants are present at specific entrance areas, so that guests aren’t left waiting around. How we stand, dress and the non-verbal cues we give all tell our guests about the level of service they can expect at the hospital. WHAT TO DO 1. Posture is important. When you’re not assisting a guest, you should be standing straight with your hands clasped in front or back you. Hands should never be in pockets and arms never crossed. Do not lean on walls or rest elbows on top of the kiosk. 2. We wear uniforms. Uniforms should always be neat, clean and wrinkle-free. Wear your ID badge correctly at all times. And, do not forget the safety shoes. 3. Your appearance should represent thebest theTouchpoint and hospital has to offer. Your personal appearance should be neat. Hair should be natural in style, color and appearance. Facial hair should be well-groomed and modest. Remember, you set the tone.

Looking the Part

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WHY THIS IS IMPORTANT Going the hospital can a challenging experience, so why make things harder for patients by handing them a paper ticket? TouchPoint uses the SMS Valet Parking technology. The SMS Valet ticketless system is the solution for harried guests that need to get to their destination quickly.

SMS VALET SYSTEM Starting the SMS Process 1) Sign in to your SMS system and select “entrance”. 2) Begin the check-in by tapping the SMS keytar on your device. You will hear a tone. 3) Add your customer’s phone number and name. 4) Inspect the vehicle. Record photos of any damage. 5) Select the car’s make, model and color. 6) Safely park the car noting the space number. COMPLETING THE SMS PROCESS 1) When a customer requests their car, your ticket box will turn blue on the app. You will hear a honking sound. 2) Be sure to tap and assign a driver. Once this is done, the ticket will turn green. 3) Guests may also text you directly through the app. These notifications with the will pop up as a yellow notification. Make sure to reply to these messages as well. 4) To complete the process, select the ticket box and click “checkout” at the bottom of the page.

Valet Parking Transport Technology

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5) When the car has been paid for, then the transaction is complete.

i. Mount the sticker on the inside of the windshield (similar to oil change stickers). ii. Touch the key tag to the tablet. iii. Fill in phone number. iv. Check the box “make XPRESS sticker” v. Fill in as much car information as possible (plate no., make, model, color, etc.) vi. Tap the ”done” button. vii. A pop-up will appear. Touch the sticker to the tablet. Wait for the success message to appear. b. Checking in an XPRESS Guest i. As normal, touch the key tag to the tablet. Then touch XPRESS Sticker on the car. ii. Confirm the last 4 digits of phone with customer. iii. Review the car information to be sure it is correct. iv. Tap “done”. c. Unreadable Sticker i. If a sticker is unreadable, tap “manually enter sticker number”. ii. Enter the number on sticker and it will pull >Page 1 Page 2-3 Page 4-5 Page 6-7 Page 8-9 Page 10-11 Page 12-13 Page 14-15 Page 16-17 Page 18-19 Page 20-21 Page 22-23 Page 24-25 Page 26-27 Page 28-29 Page 30-31 Page 32-33 Page 34-35 Page 36-37 Page 38-39 Page 40-41 Page 42-43 Page 44-45 Page 46-47 Page 48-49 Page 50-51 Page 52-53 Page 54-55 Page 56-57 Page 58-59 Page 60-61 Page 62-63 Page 64-65 Page 66-67 Page 68

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