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Open forums focus on hospital performance, security

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After a presentation by hospital President Richard D’Aquila, Nick Proto, director, Protective Services and Parking, shared YNHH security statistics and tips during the November open forums.


Hospital President Richard D’Aquila in November introduced a new open forums format that includes an update on hospital-wide issues and presentations by hospital leaders on timely topics. Nick Proto, director, Protective Services and Parking, joined D’Aquila at the Nov. 15 and 17 open forums. Issues covered included:

Q: Is the hospital making progress with high reliability and patient experience efforts?

A: (D’Aquila): During fiscal year 2017, the hospital had 25 serious safety events, compared to more than 100 a year when we launched the HRO effort in 2012. While this is still 25 too many, it’s an extraordinary accomplishment. I believe we can get to zero events, because everyone is so focused on this. Our overall patient experience scores are also improving, with a significant number of patient care units reaching threshold or maximum goals on our Performance Improvement Plan, and some reaching the 98th or 99th percentile nationally. Employees’ input and participation are central to safety and the patient experience, so I was pleased to see that 79.9 percent of hospital staff took the Employee Engagement Survey in 2017.

Q: What will the hospital focus on in 2018?

A: (D’Aquila) We have implemented a growth budget that calls for expanding musculoskeletal ambulatory services, neurosciences and surgical services; further developing a Center for Genomic Health; and integrating Smilow, Heart and Vascular, Children’s, Women’s and Behavioral Health services health system-wide. We will also invest in MRI and Interventional Radiology technology, and in Information Technology Services and facilities.

Q: Given the shootings and other events occurring nationwide, what is the hospital doing to keep employees safe?

A: (Proto): During calendar year 2017, Protective Services has handled about 130,000 calls, including an increasing number at ambulatory locations. Our officers staff the main hospital campuses and other facilities 24/7, and employees can call 155 any time, day or night, to request assistance.

Q: What other security measures are in place to protect employees, patients and visitors?

A: (Proto): This past year, we installed badge readers on more doors and in elevators to restrict non-employee access to certain areas and after hours, bringing the total to about 2,000 readers. Protective Services also has the ability to lock all external doors at each campus with the push of a button. In addition, we have 1,500 cameras inside and outside hospital buildings; more than 100 blue emergency phones outside, including some on walking routes between the two main campuses and parking areas; and a Lynx computer-based panic alarm system currently available on 1,300 computers, with more to come.

Q: What can employees do to keep themselves safe?

A: (Proto): If you see something, say something. We have experienced, highly trained Protective Services officers throughout hospital facilities, but it takes 15,000 pairs of eyes to keep everyone safe. I encourage employees to watch the life-threatening event video, which will be available on the employee channel on the intranet starting in February, to be prepared for events that might occur within the hospital. In addition, employees can call Protective Services to request an escort, or download the ELERTS See Say mobile app for free. This connects with Protective Services and functions as kind of virtual escort. Visit the intranet for information.