Julie Fleck, chief operating officer, discusses three unique programs at the hospital that have contributed to its high patient satisfaction ratings.
1. Offer a unique patient education program that engages patients. The hospital's innovative "Club Ortho" is designed to educate patients about the surgeries they will undergo and make the patients as comfortable as possible during the process.
Club Ortho members receive materials and attend various events before and after their surgeries that are intended to help ease the patient through the surgical process. Parkview Orthopaedic Hospital was one of the first orthopedic facilities in the nation to offer such a program, launching their club in 2001, says Ms. Fleck.
Club Ortho members follow structured care pathways and are given a manual specific to the surgery that they will undergo. The manuals, which were designed from an interdisciplinary perspective, offer information about pre-surgery considerations, what will occur the day of surgery and post-operative instructions and advice. "The manuals break down, day by day, what will occur during the patient's stay at the facility," says Ms. Fleck. "They also contain instructions for rehabilitation exercises with diagrams that patients can refer to long after leaving the facility."
Club members are encouraged to select a friend or family member to serve as a coach during their course of treatment. Both the member and coach are provided the opportunity to attend education sessions. The sessions address many aspects of the member's surgery and rehabilitation and include a facility tour. "Most patients and their coaches attend at least one 1-hour and 30-minute education session approximately 2-3 weeks before their scheduled surgery," says Ms. Fleck.
The sessions discuss in detail what to expect during surgery and highlight patient care options, such as anesthesia and post-surgery rehabilitation options. Patients are also introduced to hospital equipment that is relevant to their procedure during the sessions. "During the education sessions, we show them some of the 'scary'-looking equipment, such as the continuous passive motion device and catheters," says Ms. Fleck. "We talk through what each piece of equipment does and explain that the equipment shouldn't be feared."
Finally, Club Ortho members enjoy a "graduation" meal with their coach on the day of their discharge. According to Ms. Fleck, the meal is served in the style of hotel room service and features fine dining entrée options such as salmon and filet mignon. "We like to make these meals as enjoyable as possible. We typically serve a four-course meal with dessert and bring it right to the room where the patient and coach can enjoy it together," she says.
2. Expand the role of case managers to include patient care. The orthopedic hospital recently implemented a program that expanded the role of case managers to "care coordinators." These care coordinators not only coordinate insurance billing and payment but also oversee the care of the patient before and after surgery.
The hospital currently employs four full-time RN care coordinators who guide patients through each step of their care. "Our care coordinators meet with all potential patients as soon as they become candidates for surgery at our facility," says Ms. Fleck. "In these initial 30-minute meetings, the care coordinator walks the patient through every pre-procedure activity that is required. They go as far as helping schedule appointments with internists and presenting options for extended care for the patient to consider."
The care coordinators are one of the first staff members to greet patients when they arrive on the day of surgery and are often present when the patient wakes up the day following the procedure, according to Ms. Fleck. "We really want to try to establish a relationship between the patient and the care coordinator because the patients are pushed a great deal those first two days of rehabilitation after surgery. Having a familiar face there to encourage the patients really seems to help," she says.
The care coordinators are also the last staff members to see the patients before they leave the hospital. "Our care coordinators take care of discharge planning and actually walk the patient out the door and wave goodbye," says Ms. Fleck.
3. Provide opportunities for patients to stay connected with the hospital. The orthopedic hospital provides its former patients opportunities to stay connected with the hospital.
The organization hosts an annual reunion for patients who have had surgery at the hospital within the past two years. Former patients are invited to bring guests, many of whom are friends considering whether to have a procedure performed at the hospital, according to Ms. Fleck. The hospital used to make the event open to all former patients of the facility but had to scale back because of growing attendance. "Last year we had about 800 patients and guests attend and more than 120 staff and volunteers," says Ms. Fleck.
The reunion typically features a playful theme ─ last year's was a Hawaiian luau ─ as well as a dinner, raffles, a costume contest and Bingo. The highlight of the event for many patients is visiting with the staff members who they came to know during their stay. "The patients most enjoy coming back and seeing their surgeons and nursing staff," says Ms. Fleck. "We make sure to schedule the event in the early evening, usually around 6 p.m., to ensure that the doctors and nurses can make it."
According to Ms. Fleck, the reunion, along with other monthly educational events held at the facility, help to keep former patients connected to the hospital, which is useful given that many patients later return to the hospital for additional surgeries. "We try to keep our patients connected to the facility so that when they need another hip or knee replacement, they come back to us," she says.
About Parkview Orthopaedic Hospital
Location: Fort Wayne, IN
Primary services offered: orthopedic surgeries and physical and occupational therapy
Number of private beds: 36
Web site: www.parkview.com
Prior to serving as COO at Parkview Orthopaedic Hospital, Julie Fleck, RN, CNOR, BHCA, (Julie.Fleck@parkview.com) served as clinical director for Orthopaedics NorthEast in Fort Wayne, Ind., for fifteen years.