My major project this semester was to create and implement a welcome packet for new infusion patients. There is paperwork currently given to all new patients, but not a consolidated packet. I have created a folder that will serve as a guide for new patients and will be a reference/source of information.
To complete the folder, I used existing signage from Bon Secours’ library and print shop, and augmented with my own original content. One feature is highlighting the patient satisfaction survey administered by Press Ganey. A goal that goes alongside this project is increasing the responses to this survey. I created an original flyer that explains the survey and includes an example email that would be sent to the patient. I also worked with other colleagues to create “service excellence” cards which also mention the survey, and provide contact information specific to the infusion site that the patient was treated at. I also created another flyer which states information about financial services available to patients, such as counselors who can guide them through the insurance/financials.
I presented the new folder and education on the Press Ganey survey to each individual site over a breakfast or lunch gathering. Present at the meetings were my preceptor, the unit manager, and the unit nurses.
Attached below is a PDF that displays all documents included in the welcome packet
Other projects this semester have included working with Operations Management to create a “motivational dashboard” for the environmental services team; assisting in drafting policy; and creating a workflow binder for registrars/patient service representatives. This workflow binder outlines processes relating to OPIC registrars and OPIC pharmacy. There have been miscommunications between the pre-access team (who handles prior authorizations/insurance issues), registrars, and nursing staff. The purpose of this workflow binder is to clear up these miscommunications and ensure that all teams are on the same page. I put together a copy of this binder to give to the manager at each infusion site.