Kern Medical New Associate Orientation Guide

New Associate Orientation Guide

In This Guide

Welcome from the CEO................................................................................................................................1

Mission, Vision, & Values ................................................................................................................................2

Holiday Schedule, Pay Periods.....................................................................................................................6

Kern Medical Maps ........................................................................................................................................8

Online Systems ..............................................................................................................................................12

Policy Overview............................................................................................................................................21

Customer Service Standards ......................................................................................................................35

The Joint Commission ..................................................................................................................................44

Staff Development .......................................................................................................................................51

HIPAA, Security, & Compliance .................................................................................................................52

Environment of Care....................................................................................................................................60

Know Your Codes.........................................................................................................................................63

Security Response ........................................................................................................................................71

Campus Security ..........................................................................................................................................73

Emergency Preparedness and Procedures .............................................................................................75

Up Sooner, Safer ...........................................................................................................................................79

Infection Prevention.....................................................................................................................................80

Infection Control Precautions.....................................................................................................................88

HAIs and MDROs...........................................................................................................................................96

Employee Health........................................................................................................................................100

Welcome to Kern Medical from the CEO

Welcome to Kern Medical and thank you for choosing to be part of our organization. You are joining a team with more than 2,000 people united together in our commitment to incredible patient care, education, and service to our community. This is a significant mission and I am glad you are choosing to help us carry it forward.

Kern Medical has been a pillar of the community for over 150 years and is the oldest hospital in Kern County. Our medical services range from the area’s only Trauma Center, to physicians caring for patients in very busy outpatient offices with clinics specializing in everything from primary care, to specialty services for high-risk pregnancy, Valley Fever, cancer, or HIV. As part of our mission, Kern Medical serves as one of 21 public hospitals in California that operate as safety net health systems caring for everyone regardless of their ability to pay. It is inspiring to see our staff not just provide amazing care, but do it with a warm smile while comforting families and supporting their coworkers. I hope you will join us in making Kern Medical a better place for everyone who comes through our doors. Another part of our unique mission is serving as the area’s only teaching hospital, with over 200 students, residents, and fellows undergoing medical training. Our resident and fellowship programs are affiliated with the David Geffen School of Medicine at UCLA. To enhance our education and patient care, we are investing in new technology, recruiting doctors, and expanding our services. It is a privilege to be a part of Kern Medical and to help forge a successful future. We want to establish Kern Medical as a leading provider of tertiary care in Kern County and continue our legacy of putting our patients first. As a Hospital Authority, we are able to be more agile, flexible, and responsive to serving our community’s needs, which in turn empowers us to deliver care more efficiently, to expand our services, and to ensure a strong, vibrant future for Kern Medical, our patients, and their families. It truly is an exciting time to be at Kern Medical.

On behalf of everyone at Kern Medical, welcome to our team.

With warmest regards,

Scott Thygerson Chief Executive Officer

1

Our Mission

Who We Are

Kern Medical is proud to be a Highly Specialized Tertiary Referral Center, Academic Teaching Institution, and Safety Net Hospital.

Mission

Guided by the needs of our patients and their families, Kern Medical delivers safe, compassionate, high-quality care, and improves the health and well-being of our community.

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Vision

Kern Medical will:

• Place the patient at the center of the healthcare experience.

• Lead academic and professional excellence in the community.

• Advance healthcare delivery through a fully integrated system across the spectrum of care.

• Realize the triple aim of providing the best patient experience, highest quality of care, and most appropriate use of healthcare resources.

• Hire and develop the best team that is both inspired and committed to healing.

• Commit to financial stability through efficient management of resources.

Values

Kern Medical is guided by the principles of:

Compassionate Healing

Innovation

We ensure a culture of caring that nurtures the well-being of the whole person.

We are committed to new ideas, creativity, and academic achievements.

Collaboration

Respect

We value our partnerships to advance the health of our community.

We are kind and listen to understand, while embracing the skills and knowledge of others.

Fiscal Responsibility

We are committed to effectively utilizing and maximizing our resources.

Integrity

We earn your trust by delivering the best in healthcare.

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Safety Net Health System

Kern Medical remains as a safety net health system. A safety net health system provides healthcare to anyone in the community, regardless of insurance status or ability to pay. We provide care to low-income, uninsured and vulnerable populations.

Population Served

Kern County, our workforce and our patient population are culturally diverse. Kern Medical proudly offers 45 specialty services including trauma, psychiatric and neonatal care.

When providing care, treatment and services in a healthcare setting to this diverse and often vulnerable population, you should be sensitive to the following in your interactions:

Insurance Status

Access to medical care and medication may be a challenge (uninsured). Our patient’s may need help in navigating our systems. Case Management and Pharmacy are good resources.

Cultural Differences

Many cultures have beliefs in traditional healers such as Curanderos (Mexico and much of Latin America), Santeria (Brazil and Cuba) and Espiritismo (Puerto Rico). These beliefs need to be considered when obtaining medical information to ensure an accurate medical history is compiled.

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Patients are Part of the Healthcare Team The Kern Medical healthcare team is not complete without our patients and their loved ones. It is imperative that everyone is on the same page about the patients ’ healthcare needs, priorities and any barriers the patients may have to achieving the best health possible.

In order for Kern Medical’s health care providers and the patients to work together, we encourage patients and their families to participate in care the following ways:

• Encourage patients to “Speak Up”:

o If they do not fully understand something.

o If they have not seen their care provider wash their hands.

o If their pain is not well controlled.

o If they have a concern about something.

o If they do not think they are receiving the right treatments and medicines.

o I f the patient’s condition deteriorates rapidly.

• Encourage patients to follow advice to prevent falls.

• Encourage patient’s loved ones to visit only if they are feeling well.

• Encourage patients and their loved ones to ensure their vaccinations are current, including an annual flu vaccination.

• Encourage patients to designate a “ Partner in Care ” to speak on the patient’s behalf if the patient is unable to do so.

• Encourage patients to know the details of their discharge plan, communicate any foreseeable barriers, and how to best recover at home.

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Holiday Schedule 2023

Monday

January 2nd

New Year's Day (Observed)

January 16th

Monday

Martin Luther King’s Birthday

May 29th

Memorial Day

Monday

July 4th

Tuesday

Independence Day

November 23th

Thursday

Thanksgiving Day

November 24th

Friday

Day after Thanksgiving

Friday

December 22nd

Christmas Eve (Observed)

December 25th

Monday

Christmas Day (Observed)

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Payroll Periods and Paydays 2023

Pay Period

Start Saturday

End Friday

Pay Tuesday

2023-01

1/14/2023

1/27/2023

2/7/2023

2023-02

1/28/2023

2/10/2023

2/21/2023

2023-03

2/11/2023

2/24/2023

3/7/2023

2023-04

2/25/2023

3/24/2023

3/21/2023

2023-05

3/11/2023

3/11/2023

4/4/2023

2023-06

3/25/2023

4/7/2023

4/18/2023

2023-07

4/8/2023

4/21/2023

5/2/2023

2023-08

4/22/2023

5/5/2023

5/16/2023

2023-09

5/6/2023

5/19/2023

5/30/2023

2023-10

5/20/2023

6/2/2023

6/13/2023

2023-11

6/3/2023

6/16/2023

6/27/2023

2023-12

6/17/2023

6/30/2023

7/11/2023

2023-13

7/1/2023

7/14/2023

7/25/2023

2023-14

7/15/2023

7/28/2023

8/8/2023

2023-15

7/29/2023

8/11/2023

8/22/2023

2023-16

8/12/2023

8/25/2023

9/5/2023

2023-17

8/26/2023

9/8/2023

9/19/2023

2023-18

9/9/2023

9/22/2023

10/3/2023

2023-19

9/23/2023

10/6/2023

10/17/2023

2023-20

10/7/2023

10/20/2023

10/31/2023

2023-21

10/21/2023

11/3/2023

11/14/2023

2023-22

11/4/2023

11/17/2023

11/28/2023

2023-23

11/18/2023

12/1/2023

12/12/2023

12/2/2023

12/15/2023

12/26/2023

2023-24

12/16/2023

12/29/2023

1/9/2024

2023-25

12/30/2023

1/12/2024

1/23/2024

2023-26

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Kern Medical Maps

FLOOR ONE

8

FLOOR TWO

9

FLOOR THREE

10

FLOOR FOUR

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Online Systems • KernLink

• Kern Advance

• Elsevier

• Occurrence Reports

• Perks at Work

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KernLink

KernLink is a state-of-the-art system that has several employee self-service features. We want to provide our employees with access to tools and information specific to their employment with Kern Medical.

KernLink is a secure, cloud-based system that can be accessed anytime, from anywhere. This system applies to Hospital Authority employees only.

Self-Service Options Available In KernLink

• Update your address, contact number and email.

• Update your tax withholdings (W-4).

• Update your direct deposit information.

View and print your paycheck.

•

How to Log In • Go to www.kernlink.com from any device.

• When you log in, your username in KernLink will be KERN946______.

o You received your 9-digit employee ID number starting with 946 in your introduction letter.

• Your initial password is your 8-digit date of birth (i.e. 01011960).

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Access KernLink

• You can log in from any device that has internet access.

• You can access via mobile app.

• Kern Medical has five employee kiosks: Two across from the C-Wing Elevator, south of the Hospital Operator. o

o Two past the Café, through the double doors beside housekeeping and maintenance. o HR Reception on the first floor in the Heritage Building located at 2201 Mount Vernon Ave.

Contact Human Resources if you have any questions.

Contact Information

Human Resources

2201 Mt. Vernon Avenue, 93306, Suite #111

Hours: Monday-Friday 7:30 a.m. – 5:00 p.m.

hrsupport@kernmedical.com

661-862-7564

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Kern Advance Hospital Intranet

Kern Advance is the name of the hospital’s intranet system and you can find a lot of information on the intranet:

Policy & Procedure Manuals

Latest News

•

•

Resources

•

Elsevier

•

More

•

Café Menu

•

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Elsevier

Elsevier is Kern Medical’s online education software. It is intended to supplement your orientation and educate you on new processes or changes to current processes.

• Each learning module consists of an informational piece, then a post-test or acknowledgement statement.

• Once you have completed a module, you will be held accountable for the information as it applies to your duties.

• Always complete assigned modules BEFORE the due date.

If you have any questions about Elsevier, ask your supervisor. Contact Staff Development at 661-326-2646 for a step-by-step Elsevier Training Guide.

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Occurrence Reports

Where do I find the Online Occurrence Reporting System? Kern Advance Intranet Home Page > Applications > Online Occurrence Reporting

When you click Online Occurrence Reporting , you will be taken to the system login.

• If you do not have a Midas login, click on Bypass Log-in.

Click OCCURRENCE REPORT, then enter information in all relevant fields of the form.

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When should I fill one out? • All unusual occurrences, near misses and unexpected outcomes

• Incidents resulting in the death or injury of a patient from broken or defective medical equipment

• Biohazard spills (regardless of size)

• Medication errors, including near misses, and adverse drug reactions

• Unsafe conditions

• Workplace violence

• Unexpected deaths or death within 24-hours of admission

• Behaviors – Abuse, Discrimination, Combative, etc.

• Wrong documents given to a patient

• Employee injuries which involve patients

• Delays in treatment

• Needle stick injuries that involve patients

• Patient complaints

• Patient injuries or falls

Where do they go? Occurrence reports are automatically submitted to the Quality Resource Center when completed online.

Always complete an occurrence report before the end of your shift.

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20

Policy Overview

• California’s Safe Surrender Baby Law

• Service Animals

• Attendance

• Dress and Grooming Standards

• Issuance of Company Property

• Code of Conduct and Business Ethics

• Drug and Alcohol Policy

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California’s Safe Surrender Baby Law

The Safe Surrender Baby Law (also known as the Safe Haven Law or Newborn Abandonment Law) was signed into law by Governor Davis in September 2000 and went into effect on January 1, 2001.

You can help spread the word about this law. The following are answers to some frequently asked questions:

What is the Safe Surrender Baby Law?

The Safe Surrender Baby Law allows a parent or person with lawful custody to surrender a baby confidentially, without fear of arrest or prosecution for child abandonment. This law allows for at least a 14-day cooling off period, which begins the day the child is voluntarily surrendered. During this period, the person who surrendered the child can return to the hospital to reclaim the child.

How does it work?

A distressed parent who is unable or unwilling to care for an infant can legally, confidentially and safely surrender their baby within three days of birth. All that is required is that the baby be brought to a hospital emergency room and physically surrendered to any staff member. As long as the baby has not been abused or neglected, the person may surrender the baby. No names are required and the parent(s) will not be subject to prosecution for child abandonment. A bracelet will be placed on the baby for identification. A matching bracelet will be given to the parent. The bracelet will help connect the parent to the baby if the parent wants the baby back. Are hospital emergency rooms the only locations where I can surrender the baby? No. In Kern County, the designated sites where a baby can be safely surrendered are any hospital emergency room or any fire department.

Does a parent have to give any information to the people taking the baby?

No. Nothing is required. Hospital personnel will give the parent a medical information questionnaire designed to gather family medical history, which would be useful in caring for the child. It is up to the parent if they wish to give any additional information concerning the baby.

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What happens to the baby?

The baby will be examined and given medical treatment, if needed. Child Protective Services will place the baby in a foster or pre-adoptive home.

What happens to the parent?

Parents who safely surrender their baby may leave the hospital emergency room or other designated site without fear of arrest or prosecution for child abandonment. Their identity will remain confidential and they will have the comfort of knowing their baby will remain in safe hands. If, during the 14-day cooling off period, the parents decide that they want to reclaim the baby, they can take the identifying bracelet back to the hospital, where staff will provide information about the baby.

Why is California doing this?

The purpose of the Safe Surrender Baby Law is to protect babies from being hurt or killed because they were abandoned. You may have heard tragic stories of babies left in dumpsters or public toilets. The persons who committed these acts may have been under severe emotional distress. The mothers may have hidden their pregnancies for fear of what would happen if their families found out. Because they were afraid and had nowhere to turn for help, they abandoned their infants. Abandoning a baby puts the child in extreme danger and it is illegal. Too often this results in the baby’s death. Because of the Safe Surrender Baby Law, this tragedy doesn’t ever have to happen in California again.

Safe Surrender Logo

The Safe Surrender Logo was adopted by the State for use in its Safe Surrender Baby Law campaign, “No Shame, No Blame, No Names.” The logo also serves as a uniform site marker and will be displayed prominently at all designated Safe Surrender sites. A new California law requires all designated Safe Surrender sites in California to post this logo.

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Service Animals

What is a Service Animal? A Service Animal is a dog that is individually trained to dowork or perform tasks for a person with a disability. Service animals are working animals. Pets, therapy dogs, and emotional support animals do not qualify as service animals under the ADA. What are requirements for a Service Animal? Service animals must be harnessed or tethered, unless these devices interfere with its work or the individual’s disability prevents using these devices. In that case, the individual must maintain control of the animal through voice, signal, or other effective controls. Miniature horses are allowed for sight-impaired individuals who are allergic to dogs. The horse must be under 100 pounds and not more than 26 inches high. It must be harnessed/tethered at all times (no exceptions).

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What type of proof is required for Service Animals? None. A service dog is not required to wear a vest, tag, or any other proof it is a service animal. The handler is not required to show any proof of their disability nor any type of certification for the service dog. The ADA prohibits asking for such proof. What types of questions may we ask? When it is not obvious what service an animal provides, only two questions are allowed under the ADA:

1. Is the dog a service animal required because of a disability?

2. What work or task is the dog trained to perform?

What if the dog is a problem? A person with a disability can only be asked to remove his/her service animal from the premises if the dog is out of control and the handler does not take effective action to control it, or if the dog is not housebroken. If this occurs, staff must offer the person with the disability the opportunity to obtain services without the animal’s presence.

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Attendance Policy

Definitions

For the purposes of this policy, the following definitions apply:

Absence

The inability of an employee to meet a scheduled work commitment. This includes any scheduled overtime or leaving before the scheduled quitting time. Please be advised that if the employee is going to be absent to their scheduled shift, they must verbally speak to a manager/supervisor or approved designee two (2) hours prior to the start of their shift.

Approved Absence

Prearranged time away from work upon notification of and an authorization from the supervisor.

Examples include:

Vacation

•

Jury duty

Family medical leave

•

•

Bereavement leave

Discretionary leave

•

•

Disciplinary suspensions

Military leave

•

•

Workers’ compensation l eave

Flexed time off

•

•

Medical leave of absence

•

Unscheduled Absence

Sick days, emergencies, and failure to report to work.

There is no occurrence imposed for an approved absence. You can reference the entire Attendance Policy HRM-HR-402.00 for more in depth information.

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Dress and Grooming Standards Policy

Definitions

Professional Uniform

An identical or consistent style/color without variation, designated in areas such as housekeeping, engineering, dietary, etc., and provided by Kern Medical to non-clinical personnel.

Clinical Attire

Industry standard attire worn by staff designated by color or scheme as determined by assignment. Clinical attire includes but is not limited to attire commonly known as “scrubs.”

Policy

It is the policy of Kern Medical that all staff will dress according to the standards set forth in this policy. It is the intention and spirit of Kern Medical and this policy to provide a workplace, which is neutral, conducive to medical care and healing, free from distractions, exposure to political messages and clothing, and potential conflicts.

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General Standards for All Associates

Hair

Must be clean and well groomed. Long hair must be kept in a neat hairstyle and contained in such a manner that it does not come in contact with the patient or visitors. Extremes in hairstyles, color and hair adornments will be avoided and must be suitable for hospital or healthcare environment. Facial hair must be neatly trimmed and may not interfere with, or compromise, the proper fit of hospital provided respirator devices for those required to wear personal safety masks.

Personal Hygiene

Employees are expected to maintain a high standard of cleanliness (i.e., regular bathing, oral hygiene, use of deodorant and clean clothing).

Makeup

Must be simple and professional. Extremes in style and colors will be avoided at work.

Gum

Associates will not chew gum while on duty.

Jewelry

Acceptable if it is simple, suitable for individual work areas and must not interfere with safe working conditions or patient care. A small lapel pin related to a health campaign (i.e. breast cancer awareness) is acceptable. • Visible body jewelry, including those in the nose, tongue, eyebrow, neck, face etc., are prohibited while on duty.

Dark/Sun Glasses

Associates may only wear dark glasses inside if they are prescribed.

Perfume, Cologne and Fragrances

Will not be worn due to the potential sensitivity and allergies of fellow associates, visitors and patients.

Tattoos

Visible tattoos (including temporary and henna type) are prohibited and must be covered while on duty (i.e. long sleeves, gloves, make-up, bandages, etc.).

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Fingernails

Must be neatly manicured and of reasonable length (1/8” {3.1 mm} beyond fingertip). Artificial nail enhancements are not to beworn. Nail polish is permitted, but anything applied to natural nails other than polish is considered an enhancement. This includes, but is not limited to, artificial nails, tips, wraps, appliqués, acrylics, gels, and any additional items applied to the nail surface. Unchipped nail polish is not permissible. • Individual departments may institute measures, in addition to those above, to comply with established standards of care in specialty areas.

You can reference the Dress and Grooming Standards Policy HRM-HR-403.00 for more in depth information.

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Issuance of Company Property

Identification/Access Badges

Upon the start of employment, every member will be provided with an identification badge. All members of the hospital staff and volunteer services are required to wear their identification badge at all times while on duty. Badges must be visibly worn above the waist and include the employee’s photograph, name, classification, and/or home department. If lost, replacement badges will be provided at a specified cost per badge.

You can reference the Identification/Access Badges Policy HRM-HR-404.00 for more in depth information.

Pager and Cellular Phone Usage Pager a ccess is assigned based on an employee’s need for two -way communication deemed necessary by a department head. Lost or damaged pagers will be replaced the first occurrence at the expense of the employee’s department . Subsequent loss or damaged pagers will result in a replacement charge to the employee per pager. Usage of cellular phones must be certified each month by the employee to identify any personal call usage. If the cellular phone becomes lost or damaged due to the employee’s own negligence, it is the employee’s responsibility to replace or repair the item at his/her own expense.

You can reference the Pager and Cellular Telephone Usage Policy ISD-IM-300 for more in depth information.

Key and Lock Control Policy Key requests are submitted to the Engineering Department via Department Manager. Lost, damaged, or stolen keys are to be reported to the Engineering Department immediately. All Kern Medical property must be turned in at the end of the last day of employment to avoid charges for lost property/equipment.

You can reference the Key and Lock Control Program Policy ADM-EC-708 for more in depth information.

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Code of Conduct and Business Ethics

All employees are required to follow the Code of Conduct and conduct themselves in an ethical manner.

The Code of Conduct describes what is expected of all employees in terms of ethical conduct and what appropriate and inappropriate behaviors are.

Definitions

Acceptable Behavior

Behavior that is inaccordance with, consistent with and/or supports the mission, vision, business and ethics practices, and governing policies and procedures of Kern Medical and other regulatory agencies and which comports with the written behavioral guidelines published in Kern Medical Policies and the EmployeeGuide.

Conflict of Interest

A situation in which a person, such as a public official, an employee, or a professional has a private or personal interest sufficient to appear to influence the objective exercise of his or her official duties.

Disruptive Behavior

Any behavior manifested through personal interaction (i.e., electronic, e-mail, telephonic, recorded, etc.), with physicians, hospital personnel, health care professionals, patients, family members, or others, which interferes with patient care or could reasonably be expected to interfere with the process of delivering quality care.

Inappropriate Behavior

Behavior that is not in accordance, inconsistent or does not support the mission, vision, business and ethics practices, and governing policies and procedures of Kern Medical and other regulatory agencies and which does NOT comport with the written behavioral guidelines published in Kern Medical Policies and the EmployeeGuide.

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Policy It is the policy of Kern Medical to recognize that our employees are the key to providing a quality experience for both clinical and non-clinical business activities. In addition, it is Kern Medical’s expectation that all employees, to include, but not limited to: clinical, medical, management and administrative staff, will follow this Code of Conduct and Business Ethics and will operate in an ethical manner consistent with the mission, vision, values, strategic plan and policies of Kern Medical. Employees will also follow the Code of Conduct, as outlined in the Kern Medical Policies and Employee Handbook. Failure to do so can result in disciplinary action for individual employees and medical staff members up to and including termination of employment or contractual agreement. Key Elements • Be aware of appropriate, inappropriate, and disruptive behaviors (see handout). Always do the right thing!

• Follow Kern Medical policies & procedures as applicable to your job.

• Treat all patients, co-workers, and visitors with respect.

• Everyone at Kern Medical is an advocate for the rights of our patients.

• Billing practices that are accurate, ethical, and straightforward shall be maintained.

• Employees, vendors, and other associates will not be retaliated against for reporting unethical or illegal practices.

Reporting

If an employee suspects that any activity by a colleague violates laws, regulations, accreditation standards, standards of medical practice, or any aspect of the Code of Conduct, he/she has a duty to report it to:

• Their Supervisor (chain of command)

• Compliance Officer 661-326-2187

• Compliance Hotline 661-326-2665

You can reference the Code of Conduct and Business Ethics Policy ADM-LD-640 for more in depth information.

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Kern Medical Drug and Alcohol Policy

This policy covers illegal drugs, prescription medication, over the counter medicine and alcohol use and abuse. Kern Medical is a Public Hospital receiving federal funding; as such, the use of marijuana recreationally or with a prescription is prohibited.

• Zero tolerance policy on substance & alcohol use and abuse.

• Employees are entrusted with a responsibility to serve the public, this means being in a condition to do job safely and efficiently.

o For the sake of the public (patients), co- worker’s and yourself.

• If you violate the policy, you will be disciplined and possibly dismissed from thejob.

Policy • Employees shall not sell, provide or use drugs while on property or on standby. o If we suspect violation, we reserve the right to notify you and search property we control (locker, desk, etc.).

o For property not under our control, we will notify proper law enforcement.

• Policy applies to alcohol and any other drugs that could impair your ability to do your job safely and effectively.

• Policy states you cannot possess or use alcohol during working hours or while on call/standby, on break or anytime while on Kern Medical property.

o Do not report to work, or on call/standby, if impaired by alcohol or drug use.

• Kern Medical can test pre-employment, at random, for reasonable suspicion, post accident, when returning to duty and to follow-up. o You will have 24 hours to supply a prescription to the medical review officer if your test outcome is positive.

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Prescription Drugs

• Using prescription medication is not a violation.

o Using someone else’s prescription is a violation.

• It is your responsibility to notify your supervisor of medication you are taking, or start taking, that may interfere with the operation of hospital equipment.

o Tell your supervisor before you begin work.

o The same rules apply for over the counter medication.

If you think you have a problem, or are developing an alcohol or substance abuse problem, you can activate the Employee Assistance Program (EAP) by calling (844)416-6386 – there is no need for supervisor or HR approval.

Tobacco Free Environment

Kern Medical is proud to promote healthy lifestyles and disease prevention. The use of tobacco, in any form (cigarettes, cigars, chewing tobacco, pipe smoking and e-cigarettes), is not permitted on the campus or any other buildings owned or leased by Kern Medical (including grounds, parking lots, parking structures, and hospital owned vehicles) by any persons (employees, medical staff, volunteers, patients, visitors, vendors, contractors, sub-contractors, etc.).

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Customer Service Standards

• Five Beliefs of Superior Customer Service

• Four Pillars of Service

• BLAAST

• AIDET

• Behaviors That Matter

• No Pass Zone

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The Five Beliefs of Superior Customer Service

In order to achieve superior cu stomer service, you must believe that our guests are…

1. The most important people at Kern Medical.

2. People who have needs; it is our job to fill those needs.

3. Not dependent on us; we are dependent on them.

4. Not interruptions to our work, they are the purpose of it.

5. Deserving of the most courteous and attentive treatment we can give them.

The Four Pillars of Service

Professional

Warm

Job knowledge, attitude & attire

Sincerity & empathy

Personal

Responsive

Respect & caring

Timeliness & active listening

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BLAAST with Guests

Be Committed

• Smile and make eye contact within 3 seconds of each encounter.

• Stop what you are doing so that your customer knows they are the most important person at that time.

• Acknowledge visitors in the hallways or reception areas.

Listen to Request

• Let the other person talk – avoid interrupting.

• Listen attentively – hear what they are saying so you understand what their needs are.

Acknowledge and Clarify Request

• Repeat back a summary of their request.

• Ask questions for clarification.

Action Taken

• Help the person as best you can.

• Lend a hand – help another associate when you can.

• Be a patient’s escort – walk the patient to their destination, avoid pointing and giving verbal directions.

• Estimate how long before the visit, procedure or process will start and how long it will take.

• Estimate what will happen next, when results will be available.

• Report progress periodically, especially if there are delays.

Satisfaction Confirmed

• Ask them to share their great experience using the Shout Out card.

• Ask if they had a great experience during the care provided.

Thank you

• “Is there anything else that I can do for you?”

• “Thank you for allowing us to provide for your healthcare needs. ”

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BLAAST on the Phone

Be Committed

• Answer inbound calls as quickly possible (by the third ring). • Greet callers in a friendly, professional manner. • Smile during the call. Smiling naturally improves the voice making it more energetic and friendly.

• State your name and location.

Listen to Request

• Ask the caller how you may be of assistance.

• Speak in a low tone, at moderate volume and speed. “Good morning, this is Kern Medical Department…, my name is…. How may I help you?”

Acknowledge & Clarify, Take Action

• Ask questions to clarify anything not understood.

• If it is necessary to place a caller on hold, ask permission and wait for an answer.

• Estimate the timeframe. “Mrs./Mr. …, I will need to look up that informatio n for you. May I place you on hold for about 2-3 minutes? (WAIT FOR ANSWER) Thank you, pleasehold. ”

• Listen attentively and make sure you understand what is being asked.

• Repeat key points to clarify the callers’ needs or requests. If necessary, take notes. “Mrs./Mr. …, I understand that you are calling to check on the date and time of your next appointment. Is that correct? ”

Satisfaction Confirmed

• Close the call in a friendly, professional manner. “Thank you Mrs./Mr. …. Is there anything else that I can help you with? ” (WAIT FOR ANSWER).

Thank you

• “ Thank you for calling and have a nice day. ”

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AIDET

Acknowledge

• Knock on the patient’s door.

• Ask permission to enter the patient’s room. • Acknowledge the patient by name and verify patient identifiers.

Introduce

• State your name and department.

• Explain the purpose of your visit.

Duration

• Ask if now is a good time to talk.

• Let them know how long your visit will take.

• Be sure both of you agree to the time.

• If the patient is requesting a later visit, honor their request.

Explanation

• During the visit, explain processes, care, or procedures in terms that the patient can understand (“living room” language).

• Be sure to speak with them in their preferred language.

• Explain all individuals and the roles they play in the patient’s care.

• Answer any questions or concerns the patient may have prior to beginning their care.

Thank You

• “Thank you for allowing us to provide for your healthcare needs. ”

• “Is there anything else that I can get for you ? ”

• “Thank you for choosing Kern Medical. ”

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Kern Medical Behaviors That Matter

Avoid Negative Behaviors

Some behaviors cause a negative impression and fail to convey empathy, including:

• Personal conversations, phone calls and/ or text messaging.

• Personal tasks such as reading or playing games on phone or computer.

• Complaining or expressing anger or frustrations in front of patients and families.

• Trying to explain why something happened, or blaming another department/person.

• A cluttered or unclean environment.

• Using headphones in patient care or public access areas.

• Dismissing patient concerns or complaints without further questioning.

Exhibit Positive Behaviors

Strive to exhibit positive behaviors at all times:

• Clean and professional appearance.

• Smile and make eye contact.

• Interrupt non-essential tasks to serve; customers first, tasks second.

• Courteous and prompt responses to questions or needs.

• Low noise levels.

• Clean and uncluttered environment.

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No Pass Zone

What is a No Pass Zone?

• Any employee at Kern Medical, clinical and non-clinical, can be responsible for answering patient call lights, bed alarms and attending to patient needs. • “No Pass” is also extended to lost visitors and environmental hazards throughout the campus.

What do employees have to do?

• Check in on the patient if their call light is on.

• Provide patient assistance within your training capabilities.

• Report facility issues to Engineering, Support Services or the Unit Manager.

• Guide lost visitors directly to their destination; exceed their expectations!

• BE AWARE of environmental hazards, call lights, bed alarms, fall risk patients and visitors who look lost or who are looking for directions.

Benefits of No Pass Zone

• Influences patient safety and helps establish a patient centered culture.

• Creates a shared understanding that the care of the patient is everyone’s responsibility.

• Communicates to the patient and family that we are here as a team to be responsive to their needs .

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How to Respond to a No Pass Zone

1. “ Hello Mr./Mrs. (state patient’s last name). ”

2. “ My name is (state your first name) from the (state your department). ”

3. “ I noticed that your call light is on. ”

4. “ Is there something that I can do for you? ”

5. “ Sure, I can help you with ” or “I’m sorry, I am not trained for that, let me get someone who can help you (request assistance) .”

6. “ Did I get you everything you need for now? ”

7. “ Thank you for letting us know you needed help. ”

All non-nursing staff may …

• Change TV channels or turn TV on/off.

• Move the following for the patient:

• Turn bed lights on/off.

o Call bell bedside device

• Obtain

blanket, towel, washcloth, slippers, personal items and toiletries from storage area. pillow,

o Telephone

o Bedside table or chairs

o Trash can

• Open or close privacy curtains.

o Tissues

All non-nursing staff may NOT …

• Physically assist a patient.

otherwise trained).

o Assist patients with eating or drinking.

• Offer pain relief.

o Assist a patient in/out of bed.

• Explain clinical matters, including tests and treatments.

o Raise or lower a patient bed.

• Discuss patient scheduling.

o Handle an IV.

o Move meal trays or water pitchers.

• Turn off alarms.

• Enter an isolated room (unless

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Management Role

Leadership • Link the strategic plan and operations to the people.

• Support and facilitate learning and reflection.

• Identify resources.

• Address roadblocks and barriers.

• Set goals and expectations on a unit/ department level.

• Include data during regular staff meetings.

• Provide individual feedback and encouragement.

• Model AIDET and expected Kern Medical behaviors.

• Increase in management rounding and provide positive reinforcement when staff are exhibiting Kern Medical behaviors.

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The Joint Commission • What is the Joint Commission?

• Hospital National Patient Safety Goals

• Abuse, Neglect & Exploitation

• Language Access Services

• Staff Development

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The Joint Commission

What is the Joint Commission?

The Joint Commission is an independent organization that certifies more than 20,000 health care organizations in the United States. Their mission is to improve health care for the public.

Certification

• Their certification is a symbol of quality that reflects a commitment to meeting performance standards.

• Kern Medical is Joint Commission certified.

Reporting Concerns

If at any time you have questions or concerns about the patient care that is being provided, we encourage you to first contact your Supervisor/Director or the Quality Department to address/resolve the issue. However, you have the right to file your concern with one or more of the following: • Office of Quality Monitoring the Joint Commission One Renaissance Boulevard, Oakbrook Terrace, IL 60181 (800)994-6610 or https://www.jointcommission.org/resources/patient-safety-topics/report a-patient-safety-concern-or-complaint/

• Centers for Medicare and Medicaid Services 7500 Security Boulevard, Baltimore, MD 21244-1850 (410)786-0727

• California Department of Public Health Licensing & Certification Program Bakersfield District Office 4540 California Avenue, Suite 200, Bakersfield, CA, US 93309 (661)336-0543

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Hospital National Patient Safety Goals

The purpose of the National Patient Safety Goals is to improve patient safety. They focus on problems in healthcare safety and finding solutions for them.

• They are reviewed each year and updated as necessary.

• There is a policy and/or process in place for each goal.

• There is at least one goal that applies to most associates.

Kern Medical 2023 Goals

1. Identify patients correctly

5. Prevent infection

2. Improve staff communication

6. Identify patient safety risks (suicide prevention)

3. Use medicines safely

7. Prevent mistakes in surgery

4. Use alarms safely

Goals for All Employees

Identify Patients Correctly

• The patient’s name

• The patient’s date of birth

Prevent Infection with Hand Hygiene

One of the most important ways that you can fight hospital-associated infections (HAIs) is to wash your hands for at least 15 seconds when soiled or use hand sanitizer and rub your hands together until the sanitizer is dry.

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2023 Hospital National Patient Safety Goals

Identify Patients Correctly Use at least two ways to identify patients to make sure that each patient gets the correct medicine and treatment. Make sure that the correct patient gets the correct blood when they get a blood transfusion. At Kern Medical two licensed staff members will check blood at the bedside and ask your name and birth date.

Use

Alarms

Safely

Make improvements to ensure that alarms on medical equipment are heard and responded to on time. At Kern Medical we set your alarms to an audible setting and within specific parameters to ensure that we can hear and respond appropriately to your medical needs.

Improving Staff Communication

Get important test results to the right staff person on time. At Kern Medical staff work together to get your critical test results to your caregiver.

Before a procedure, label unlabeled medicines in the area where medicines and supplies are set up. For example, medications in syringes, cups and basins. At Kern Medical all medications and solutions are labeled for a procedure. Take extra carewith patients who takemedicine to thin their blood. At Kern Medical we have an established program for admitted patients who are taking blood thinners with a follow-up clinic on discharge. Record and pass along correct information about a patient’s past and new medications. Make sure they know which medication to take when they are at home and how important it is to bring their up-to date list of medications every time they visit a doctor. At Kern Medical we find out your medication when you are seen in our emergency room or clinics and then evaluate your medicine throughout your admission or at time of every visit.

Use Medicines Safely

Prevent Infections Use the hand cleaning guidelines from the Centers for DiseaseControl and Prevention or the World Health Organization. Set and meet goals for improving hand cleaning. At Kern Medical, we place your safety first and clean our hands before and after giving you care. Use proven guidelines to prevent infections that are difficult to treat. At Kern Medical we have an active infection prevention program which uses proven guidelines to treat difficult infections. These proven guidelines reduce blood infections from central lines and urinary tract infections caused by catheters.

Identify Patient Safety Risks Find out which patients are most likely to try to commit suicide. At Kern Medical patients are screened for early detection and treatment

Make sure that the correct surgery is done on the correct patient and at the correct place on the patient’s body. At Kern Medical, we will ask you your name and birth date and compare to your paper work to make sure we provided the correct care, surgery, and procedures. Mark the correct place on the patient’s body where the surgery is to be done. At Kern Medical, our physicians will ask to mark your body prior to surgery/procedure. Pause before the surgery to make sure that a mistake is not being done. At Kern Medical, we perform a pause before surgery/procedures to ensure that it is the right patient , right surgery/procedure and right place on the body.

Prevent Mistakes in Surgery

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