Selected Podcast
The Patient Experience During COVID-19
Director of medical-surgical and oncological services, Jennifer Ruby, describes the patient and visitor experience amid COVID-19 and how family members can further support their loved ones in the hospital.
Featuring:
Jennifer is the Director of Medical-Surgical and Oncology Services at Tenet Health Central Coast, Sierra Vista Regional Medical Center in San Luis Obispo, California. She oversees the work of more than 80 healthcare professionals and has led a successful reaccreditation survey for the Commission on Cancer
(COC). Jennifer has assisted in decreasing HAI rates leading to an organizational “A” rating in LeapFrog scoring. She has received the Bee Extraordinary Everyday (BEE) award and is currently serving as chair in the multi-disciplinary Patient Experience Committee to lead an increase in overall patient experience scores.
She previously served as the Director of Medical-Surgical and Telemetry Services at HCA Tristar Hendersonville Medical Center in Hendersonville, TN where she oversaw more than 70 healthcare
professionals.
Jennifer Ruby, MBA, MSN, RN-NE-BC
Jennifer received her Associate of Applied Science Nursing from Tennessee State University in Nashville, TN and her Bachelor of Science in Healthcare from Union University in Hendersonville, TN. She holds a Master of Nursing in Leadership, a Bachelor of Nursing Science and a Master of Business Administration in Healthcare Management from Western Governor’s University. She is currently working on her Doctorate in Nursing.Jennifer is the Director of Medical-Surgical and Oncology Services at Tenet Health Central Coast, Sierra Vista Regional Medical Center in San Luis Obispo, California. She oversees the work of more than 80 healthcare professionals and has led a successful reaccreditation survey for the Commission on Cancer
(COC). Jennifer has assisted in decreasing HAI rates leading to an organizational “A” rating in LeapFrog scoring. She has received the Bee Extraordinary Everyday (BEE) award and is currently serving as chair in the multi-disciplinary Patient Experience Committee to lead an increase in overall patient experience scores.
She previously served as the Director of Medical-Surgical and Telemetry Services at HCA Tristar Hendersonville Medical Center in Hendersonville, TN where she oversaw more than 70 healthcare
professionals.
Transcription:
This Healthy Conversations COVID-19 podcast was recorded on July 29, 2020.
Prakash Chandran (Host): In today’s world, there’s lots of apprehension around how you or a loved one might receive treatment in the hospital environment. Luckily, medical professionals are doing everything they can to ensure that each patient is treated in the safest way possible. We’re going to talk about it today, with Jennifer Ruby, the Director of Medical, Surgical and Oncology Services at Tenet Health.
This is Healthy Conversations, the podcast from Tenet Health Central Coast. I’m Prakash Chandran. So, first of all Jennifer, how exactly has COVID impacted your job on a daily basis?
Jennifer Ruby, MBA, MSN, RN-NE-BC (Guest): The impact of COVID is definitely present on what I do everyday at the hospital. First, when I get here, I’m screened with a temperature check and I’m asked about any symptoms that I may or may not have. I get hand hygiene and a mask. Once I’m in, I go to a socially distanced meeting that we have each morning to talk about the safety and patient care as well as hospital operations that are going on for that day. Conference calls and virtual-based technology have allowed us to continue this communication without comping up or gathering in person. So, that’s good.
Connecting with patients and team members, however, is a little more challenging with the facial coverings and safe distance. I think we’ve all had to repeat ourselves way more than before. The focus though on providing an excellent patient experience hasn’t changed.
Host: Yeah, it definitely sounds like it and it really sound like you’re just taking that extra precaution, extra procedure, making sure that you have the right protective equipment that’s swapped out every single day. There’s a set of procedures that you go through as a provider to ensure that each step of the patient experience is amazing. So, speaking of that patient experience, talk a little bit about what that looks like in the hospital during this time.
Jennifer: Sure. So, whether coming in for a procedure, a planned hospital admission or an emergency room visit; you can expect to be greeted at one of the two hospital entrances by one of our trained team members. And you are screened with a temperature and symptom check and given the hand hygiene and a mask, just like those of us that work here. You’ll keep that mask throughout your stay but can remove it when you’re resting in your room. We’re with you at every step throughout your stay here in the hospital. And our goal is and as it always has been, to anticipate needs, explain that care you’re going to be receiving and make every interaction we have with you count to make that experience the best possible from the time you come into the hospital, are admitted to the time that you’re discharged to go home.
Host: So, it sounds like there is a screening process for every single person that comes into the hospital whether they be a patient or really anyone. Is part of that process also asking if that individual has come into contact with someone that might have been exposed to COVID or had COVID in the past?
Jennifer: It is. There’s an entire set of questions that are available there at the desk that are evidence-based, and we go through it with every person that comes in the door.
Host: That’s very reassuring to hear. Now one of the things that was very strict in the beginning of all of this was people that might have had loved ones in the hospital, they felt as though, or they were prohibited from visiting them. So, maybe talk a little bit about the experience of family members who might want to visit a loved one in the hospital.
Jennifer: Yeah, so visitation is limited to one designated family member or friend for each day here in the hospital. This is meant to limit the amount of traffic that goes in and out of the hospital. We want to keep that to a minimum. Visitors are also screened and provided with that hand sanitization and a mask. If a person is unable to visit in person, whether for their own personal protection or if they have had contact with someone that’s COVID positive and wants to stay home or needs to stay home, we have other options. In fact, we have handheld tablets that we can give to the loved ones and people can talk at home with them virtually. Also our caregivers carry phones and can be reached via phone for periodic updates as long as that family member says it’s okay or allows it.
Other ways that loved ones can support those they care about in the hospital are with again, the virtual platform. It’s certainly a great way to see one another and can give that reassurance to both the patient and the loved one – or the loved one and the visitor. I would also advise sending or dropping of cards or hand written notes to brighten their day and let you know you are thinking of them. We actually have a volunteer who has made some beautiful cards that we have available at the front desk if you want to just come in and fill one out for a loved one.
Our nurses are dedicated to the patient experience and can be so creative at ways to help let your family know you are thinking of them. So, please reach out and work with us. We’ll all get through this together.
Host: Yeah, it sounds like you are doing so much there to ensure that loved ones even if they don’t feel comfortable coming in or can’t come in for whatever reason; that they are able to still provide support remotely with all the technology and the tools that we have today. So, that is really wonderful. Still, given everything that we’ve talked about here, there’s still going to be patients that might have some apprehension about receiving care during this environment. so, what might you say is one thing that you wish more patients knew about the care that they were receiving at Tenet Health Central Coast?
Jennifer: The stay at home order is such a good thing to slow the spread of the disease during COVID-19. However, it’s resulted in people delaying some important care and I just want everyone to please know that their health and safety is our primary concern and purpose. And do not delay necessary care. Get your required screenings. We are here to provide you with the care you need with the service excellence that you know and trust here at Tenet Health Central Coast.
Host: Yeah, I absolutely love that message and for the family members that might have a loved one that needs care, what might you say to them? I know one of the things is obviously trying to figure out any way that they can support their loved one during this time but is there anything else that you’d like to convey that might help them just feel more at ease or alleviated during this time?
Jennifer: Well there’s nothing like being able to actually be present for your loved one. We get that. Our number one goal here is to take care of your family as if it were our own family members. It’s really a difficult and trying time for all of us and just know that we have an amazing team of caring people here and we all strive to practice the golden rule all the time. So, if you are unable to be here with your loved one, know you can feel confident that we are here.
Host: I love that and just as we wrap up here, there’s a lot that we discussed today around policy, around procedure, around all of the things that you’re doing to ensure that the patient and their loved ones have an amazing experience with Tenet Health Central Coast. Is there anything else that you’d like to talk about that Tenet Health Central Coast is doing to create a positive patient experience?
Jennifer: Sure. We here, at Tenet Health Central Coast know it’s super important to take proper care of our own selves and our team members so that then we are better able to care for you and your loved ones. And for this reason, we encourage self-care amongst ourselves. We also hold debriefing meetings with leadership and have time periods that are set aside to talk one on one with professional counselors and this is open to all employees. We make sure that proper breaks are taken to allow rest periods and want to be our very best to provide that best patient experience we can.
To do so, we know that consistency is the absolute key to doing that. Our team is trained to round on every patient at hourly intervals so that we can kind of anticipate patient needs as well as keeping them involved in their own care. A nurse leader like myself, and my colleagues also round on patients during their stay to ensure for quality and safety and make sure that those standards are being met.
During that round, I like to give out these nice little hand sanitizers that have contact information on there so if you need to reach out to a nurse leader, that is available to you. We are available to you. There’s also an attached promise and I have one right here. It basically says or states that as part of our nurse leader team, you can expect curtesy and compassion, hourly rounding from the clinical staff, bedside shift reporting, medication questions and education on those medications, a clean and quiet environment is super important as well as keeping people’s personal healthcare preferences in mind and honoring those.
We also have a couple of committees, a patient experience committee that includes a group of different disciplines who come together every month to discuss both wins and opportunities to improve the patient experience. We have a similar patient family advisory group which has both our team members and previous patients and family members of patients. So, we are getting that voice of the patient to listen to those perspectives and that feedback and can then offer solutions in an effort to continually improve that patient care and experience. Together, these two groups continue to find ways to elevate what we already do very well here and that’s providing that excellent patient experience as we are a community built on care.
Host: That’s really so reassuring to hear. One of the things that you said just at the beginning is ensuring that you all, all the essential workers and staff there at Tenet Health do self-care so you can be the best that you can be for the patients. I think I was talking to a nurse the other day and I think what a lot of the population doesn’t understand is that you have to distance from the ones that you personally love, like your family and your friends because you are on the frontline. You are being exposed to people that are sick and taking care of them. So, I really want to take this opportunity to thank you and everyone at Tenet Health, all the staff for everything that you do and it sounds like all of the procedures that you put in place really do provide the best and safest level of care for patients and their loved ones. So, thank you so much for that Jennifer.
Jennifer: Absolutely. Thank you.
Host: All right Jennifer, well I really appreciate your time today. That’s Jennifer Ruby, the Director of Medical, Surgical and Oncology Services at Tenet Health. Thanks for checking out this episode of Healthy Conversations. For a referral to Jennifer or another provider call the Tenet Health Central Coast physician referral line at 866-966-3680. If you’re interested in hearing more about podcasts go to www.tenethealthcentralcoast.com/about/podcasts. This has been Healthy Conversations, the podcast from Tenet Health Central Coast. Thanks and we’ll see you next time.
This Healthy Conversations COVID-19 podcast was recorded on July 29, 2020.
Prakash Chandran (Host): In today’s world, there’s lots of apprehension around how you or a loved one might receive treatment in the hospital environment. Luckily, medical professionals are doing everything they can to ensure that each patient is treated in the safest way possible. We’re going to talk about it today, with Jennifer Ruby, the Director of Medical, Surgical and Oncology Services at Tenet Health.
This is Healthy Conversations, the podcast from Tenet Health Central Coast. I’m Prakash Chandran. So, first of all Jennifer, how exactly has COVID impacted your job on a daily basis?
Jennifer Ruby, MBA, MSN, RN-NE-BC (Guest): The impact of COVID is definitely present on what I do everyday at the hospital. First, when I get here, I’m screened with a temperature check and I’m asked about any symptoms that I may or may not have. I get hand hygiene and a mask. Once I’m in, I go to a socially distanced meeting that we have each morning to talk about the safety and patient care as well as hospital operations that are going on for that day. Conference calls and virtual-based technology have allowed us to continue this communication without comping up or gathering in person. So, that’s good.
Connecting with patients and team members, however, is a little more challenging with the facial coverings and safe distance. I think we’ve all had to repeat ourselves way more than before. The focus though on providing an excellent patient experience hasn’t changed.
Host: Yeah, it definitely sounds like it and it really sound like you’re just taking that extra precaution, extra procedure, making sure that you have the right protective equipment that’s swapped out every single day. There’s a set of procedures that you go through as a provider to ensure that each step of the patient experience is amazing. So, speaking of that patient experience, talk a little bit about what that looks like in the hospital during this time.
Jennifer: Sure. So, whether coming in for a procedure, a planned hospital admission or an emergency room visit; you can expect to be greeted at one of the two hospital entrances by one of our trained team members. And you are screened with a temperature and symptom check and given the hand hygiene and a mask, just like those of us that work here. You’ll keep that mask throughout your stay but can remove it when you’re resting in your room. We’re with you at every step throughout your stay here in the hospital. And our goal is and as it always has been, to anticipate needs, explain that care you’re going to be receiving and make every interaction we have with you count to make that experience the best possible from the time you come into the hospital, are admitted to the time that you’re discharged to go home.
Host: So, it sounds like there is a screening process for every single person that comes into the hospital whether they be a patient or really anyone. Is part of that process also asking if that individual has come into contact with someone that might have been exposed to COVID or had COVID in the past?
Jennifer: It is. There’s an entire set of questions that are available there at the desk that are evidence-based, and we go through it with every person that comes in the door.
Host: That’s very reassuring to hear. Now one of the things that was very strict in the beginning of all of this was people that might have had loved ones in the hospital, they felt as though, or they were prohibited from visiting them. So, maybe talk a little bit about the experience of family members who might want to visit a loved one in the hospital.
Jennifer: Yeah, so visitation is limited to one designated family member or friend for each day here in the hospital. This is meant to limit the amount of traffic that goes in and out of the hospital. We want to keep that to a minimum. Visitors are also screened and provided with that hand sanitization and a mask. If a person is unable to visit in person, whether for their own personal protection or if they have had contact with someone that’s COVID positive and wants to stay home or needs to stay home, we have other options. In fact, we have handheld tablets that we can give to the loved ones and people can talk at home with them virtually. Also our caregivers carry phones and can be reached via phone for periodic updates as long as that family member says it’s okay or allows it.
Other ways that loved ones can support those they care about in the hospital are with again, the virtual platform. It’s certainly a great way to see one another and can give that reassurance to both the patient and the loved one – or the loved one and the visitor. I would also advise sending or dropping of cards or hand written notes to brighten their day and let you know you are thinking of them. We actually have a volunteer who has made some beautiful cards that we have available at the front desk if you want to just come in and fill one out for a loved one.
Our nurses are dedicated to the patient experience and can be so creative at ways to help let your family know you are thinking of them. So, please reach out and work with us. We’ll all get through this together.
Host: Yeah, it sounds like you are doing so much there to ensure that loved ones even if they don’t feel comfortable coming in or can’t come in for whatever reason; that they are able to still provide support remotely with all the technology and the tools that we have today. So, that is really wonderful. Still, given everything that we’ve talked about here, there’s still going to be patients that might have some apprehension about receiving care during this environment. so, what might you say is one thing that you wish more patients knew about the care that they were receiving at Tenet Health Central Coast?
Jennifer: The stay at home order is such a good thing to slow the spread of the disease during COVID-19. However, it’s resulted in people delaying some important care and I just want everyone to please know that their health and safety is our primary concern and purpose. And do not delay necessary care. Get your required screenings. We are here to provide you with the care you need with the service excellence that you know and trust here at Tenet Health Central Coast.
Host: Yeah, I absolutely love that message and for the family members that might have a loved one that needs care, what might you say to them? I know one of the things is obviously trying to figure out any way that they can support their loved one during this time but is there anything else that you’d like to convey that might help them just feel more at ease or alleviated during this time?
Jennifer: Well there’s nothing like being able to actually be present for your loved one. We get that. Our number one goal here is to take care of your family as if it were our own family members. It’s really a difficult and trying time for all of us and just know that we have an amazing team of caring people here and we all strive to practice the golden rule all the time. So, if you are unable to be here with your loved one, know you can feel confident that we are here.
Host: I love that and just as we wrap up here, there’s a lot that we discussed today around policy, around procedure, around all of the things that you’re doing to ensure that the patient and their loved ones have an amazing experience with Tenet Health Central Coast. Is there anything else that you’d like to talk about that Tenet Health Central Coast is doing to create a positive patient experience?
Jennifer: Sure. We here, at Tenet Health Central Coast know it’s super important to take proper care of our own selves and our team members so that then we are better able to care for you and your loved ones. And for this reason, we encourage self-care amongst ourselves. We also hold debriefing meetings with leadership and have time periods that are set aside to talk one on one with professional counselors and this is open to all employees. We make sure that proper breaks are taken to allow rest periods and want to be our very best to provide that best patient experience we can.
To do so, we know that consistency is the absolute key to doing that. Our team is trained to round on every patient at hourly intervals so that we can kind of anticipate patient needs as well as keeping them involved in their own care. A nurse leader like myself, and my colleagues also round on patients during their stay to ensure for quality and safety and make sure that those standards are being met.
During that round, I like to give out these nice little hand sanitizers that have contact information on there so if you need to reach out to a nurse leader, that is available to you. We are available to you. There’s also an attached promise and I have one right here. It basically says or states that as part of our nurse leader team, you can expect curtesy and compassion, hourly rounding from the clinical staff, bedside shift reporting, medication questions and education on those medications, a clean and quiet environment is super important as well as keeping people’s personal healthcare preferences in mind and honoring those.
We also have a couple of committees, a patient experience committee that includes a group of different disciplines who come together every month to discuss both wins and opportunities to improve the patient experience. We have a similar patient family advisory group which has both our team members and previous patients and family members of patients. So, we are getting that voice of the patient to listen to those perspectives and that feedback and can then offer solutions in an effort to continually improve that patient care and experience. Together, these two groups continue to find ways to elevate what we already do very well here and that’s providing that excellent patient experience as we are a community built on care.
Host: That’s really so reassuring to hear. One of the things that you said just at the beginning is ensuring that you all, all the essential workers and staff there at Tenet Health do self-care so you can be the best that you can be for the patients. I think I was talking to a nurse the other day and I think what a lot of the population doesn’t understand is that you have to distance from the ones that you personally love, like your family and your friends because you are on the frontline. You are being exposed to people that are sick and taking care of them. So, I really want to take this opportunity to thank you and everyone at Tenet Health, all the staff for everything that you do and it sounds like all of the procedures that you put in place really do provide the best and safest level of care for patients and their loved ones. So, thank you so much for that Jennifer.
Jennifer: Absolutely. Thank you.
Host: All right Jennifer, well I really appreciate your time today. That’s Jennifer Ruby, the Director of Medical, Surgical and Oncology Services at Tenet Health. Thanks for checking out this episode of Healthy Conversations. For a referral to Jennifer or another provider call the Tenet Health Central Coast physician referral line at 866-966-3680. If you’re interested in hearing more about podcasts go to www.tenethealthcentralcoast.com/about/podcasts. This has been Healthy Conversations, the podcast from Tenet Health Central Coast. Thanks and we’ll see you next time.