Category:Orientation and Training

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Overview

Orientation for working as a medical provider at YKHC should begin BEFORE arriving at YKHC and will be ongoing, long after starting work here. Start by looking up and reading about Bethel on the web, reviewing the YKHC website, reviewing this electronic orientation, and preparing yourself for what you will need to do once you start work here.

The YKHC Medical Provider New Hire Checklist is used by HR, Hiring Managers and the Medical Staff Office to get new medical staff set up and ready for work before and after they start employment. Not everything can always be completed prior to or at the start of work. You may be asked to independently finish and/or arrange to complete some of the things on the list during your clinical orientation period.

Mandatory Corporate Orientation

All new employees are required to complete two days of new employee orientation (NEO). Residents and ANMC providers doing a rotation at YKHC complete an on line orientation to fulfill this requirement. This training ensures that all new employees are oriented to corporate mission and vision, culture, safety, quality, HIPPA and other important aspects of working at YKHC. During this orientation process employees will receive their identification numbers, badges, technology access and training etc.

RAVEN Orientation and Training

RAVEN is YKHC’s electronic medical record. Time will be scheduled with a RAVEN trainer before and/or when you start your clinical orientation.

Clinical Services Orientation

Part of your orientation will include an overview and introduction to performance expectations link* of all medical staff, guidelines, and the resources available for medical staff to enable them to practice good medicine in our corporate system.

Department Orientation

Each department (outpatient, inpatient, ER etc) has its own orientation process that is specific for the clinical and administrative duties that a provider is responsible for while working in that role. Please see the department specific portion of the orientation checklist.

Performance Expectations

  • Exhibits a professional, gracious, warm and caring manner with patients
    • Greets patients with a smile and introduces him/herself as appropriate.
    • Acknowledges patients by name
    • Actively listens to patient concerns and provides an appropriate response.
    • Ensures privacy and shows concern for it.
    • Never criticizes other practitioner’s care or management in front of patient.
  • Communicates successfully with patients concerning their care, treatment, follow-up and personal responsibility.
    • Reviews the Medical Record, all pertinent lab work and other studies appropriate and available for caring for patients.
    • Makes the patient comfortable by establishing eye contact, by actively listening, by empathy and by body language, which implies willingness to talk with patients so that patients experience him/her as concerned and interested.
    • Explains to patients orally, in writing and/or in a comprehensive fashion, appropriate to their level of understanding, their diagnosis, treatment, medications, and follow-up recommendations. Assures that patients understand risks, benefits and potential side effects.
    • Uses a professional interpreter as needed.
    • Encourages patients to ask questions and answer them to the patient’s satisfaction.
    • May ask patients to repeat or paraphrase what they’ve been told to assure understanding.
    • Verifies with patient that the treatment plan and follow-up are acceptable.
    • Lets the patient know the expectation for improvement with their treatment, but if they are not improving or get worse the need to return for reevaluation.
    • Documents communications in the patient’s Medical Record.
  • Dresses in professional manner that promotes patient confidence.
    • Wears YKHC name badge at all times
    • White coats or department uniform encouraged
    • No blue jeans
    • Wears neat, clean and professional clothing
  • Accepts additional (emergent or urgent) patients when necessary.
    • If asked, evaluates patients immediately in order of urgency.
    • Provides or plans disposition of emergency patients within 2 hours of being seen.
    • Sees referrals from other practitioner in time frame mutually agreed upon and satisfactory to the referring practitioner.
  • Is Cooperative and Supportive to colleagues, staff and management.
    • Demonstrates willingness to:
      • Work on Committees
      • Attend departmental meetings
      • Attend staff meetings
      • Attends assigned functional team meetings
    • Demonstrates willingness to respond to needs of colleagues:
      • Sees extra patients as needed, or when requested.
      • Reviews lab work as requested
      • Supervises NP/PA or trainees as assigned.
      • Consults when expertise is requested.
    • Responds promptly to management requests.
    • Demonstrates courtesy to staff
      • Provides formal or informal staff education.
      • Demonstrates willingness to assist with clerical or nursing tasks in time of need.
  • Abides by Medical Staff Bylaws and Policies and Procedures, as well as established corporate, hospital and unit specific protocols to facilitate the efficient functioning of Health Care Teams.
  • Accepts or returns phone calls and pages (if applicable) in a timely manner.
    • Answers emergency pages from the operator within 2 minutes.
    • Answers routine pages within 20 minutes.
    • Answers A.M. phone messages from patients by lunch and P.M. messages before going home. (GOAL)
    • Answers calls from colleagues in a timely manner.
  • Participates actively in the quality improvement process.
    • Completes Medical Record review according to guidelines set by Quality Management Process.
    • Participates in meetings when assigned.
    • Identifies problems to be brought to attention of Quality Improvement Process.
    • Assists in developing standards or criteria for evaluation of Quality of Care.
    • Conducts independent audits (topic-specific, problem-specific) when assigned.
  • Takes initiative to resolve patient and/or personnel problems in a constructive manner.
    • Resolves personnel/patient problems/complaints in a timely fashion or calls appropriate person with authorization to handle problem.
    • When unable to resolve patient problems at point of service, takes the issues through the appropriate lines of authority i.e. immediate supervisor and/or supervisor of service unit as appropriate. May also get Community Relations, supervisor or administrator involved early as needed.
    • Cooperates in a timely fashion with supervisor and /or administrator to handle complaints not brought directly to provider.
    • Responds in writing within (5) working days of receipt of written complaint.
  • Provides and documents good quality patient care.
    • Good documentation – thorough, legible notes with well defined treatment and follow-up plans as well as patient education documentation; H&P, admission orders, and progress notes or operative reports completed within 24 hours.
    • Inpatient and OB and newborn patients seen daily and SOAPE progress note written. Arrange and assures coverage as necessary.
    • Signs out and/or introduces patient to practitioner that will be providing follow-up care whenever possible.
    • Discharge Dictation completed within 72 hours.
    • Keeps medical records up to date to avoid delinquencies.
    • Ensures adequate patient information is passed on to practitioner that a patient is referred to i.e. village, ER/clinic/OB/Inpatient unit.
    • Thorough sign out to covering practitioner with information including diagnosis, stability, test results, tests pending, and plan for additional work-up and treatment anticipated.
  • Sees scheduled patients in a timely manner and is punctual and available throughout his/her scheduled day.
    • Arrives at scheduled service unit at or prior to time of first scheduled patient or patient care hours. (or notifies staff of how to contact them)
    • Calls responsible manager and/or administrator when he/she is going to be unavoidably delayed with time of estimate of arrival.
    • Attempts to see patients within 30 minutes except in an emergency or urgent circumstances. (Goal is to have support staff keep patients informed of delays in their appointments and expected waiting times.)
    • Is willing to accommodate late patients if needed to meet their immediate medical needs and is understanding of patient’s unavoidable delays.
    • Is available in clinic or assigned unit or has notified staff of where they will be and how to easily access them.
    • Asks that patients waiting in examining rooms get regular updates on appointment and care delays. (Goal is to have support staff informing pts)
    • Before leaving clinic, makes sure all patients are being taken care of and other practitioners do not need assistance.
    • Is willing to help other groups with patient care as needed.
    • Provides advanced CME and PTO requests according to policy to avoid canceling and rescheduling of patients.
  • When on call, is available in a timely manner and responds with a courteous and professional attitude.
    • Assures that beeper is turned on and functional
    • Answers routine pages within 20 minutes and emergency pages within two minutes.
    • Sees all emergency patients within a reasonable travel time if requested by ER.
    • Contacts families or significant others the same day (with consent of competent patient).
  • RMT
    • Does own or assigned RMT on schedule.
    • Informs, reminds village when RMT will be significantly delayed.
    • Documents RMT to agreed standard.
    • Does call back RMT before other paperwork.
    • Is polite and collegial with CHA’s on RMT.
    • Teaches on RMT when appropriate.
    • Helps other groups as needed.
    • Participates in QA for CHA’s. (Goal)

YKHC Medical Staff New Hire Orientation Checklist

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