Chapter Rejuvenation Workshop Presented by: Judy Himes Phoebe - - PowerPoint PPT Presentation

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Chapter Rejuvenation Workshop Presented by: Judy Himes Phoebe - - PowerPoint PPT Presentation

Feb 25, 2024 137 likes •1.14k views

Chapter Rejuvenation Workshop Presented by: Judy Himes Phoebe Putney Memorial Hospital Al Voss Assistant Regional Director Southern Region National Education & Training Conference Mended Hearts gratefully acknowledges the support of

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Chapter Rejuvenation Workshop

Presented by: Judy Himes Phoebe Putney Memorial Hospital Al Voss Assistant Regional Director – Southern Region

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National Education & Training Conference

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Mended Hearts gratefully acknowledges the support of

  • ur conference sponsors:
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JUDY HIMES

Coordinator for Volunteer Services at Phoebe Putney Memorial Hospital Certified Administrator

  • f

Volunteer Services, a national certification Member of Mended Hearts, Southwest Georgia #165 Serves as the chapter’s Visiting Chair

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AL VOSS

Assistant Regional Director, Southern Region Certified Patient Advocate President, Southwest Georgia Chapter #165 Albany, Georgia

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BEFORE WE START:

REQUESTS

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REQUESTS

Turn Cell Phones to Vibrate or Off Hold Questions to the End

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TODAY’S WORKSHOP:

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TODAY’S WORKSHOP:

IMPORTANCE OF THE RELATIONSHIP BETWEEN THE HOSPITAL AND THE CHAPTER

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TODAY’S WORKSHOP:

IMPORTANCE OF THE RELATIONSHIP BETWEEN THE HOSPITAL AND THE CHAPTER CHAPTER REJUVENATION

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Phoebe Putney Memorial Hospital Albany Georgia

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Phoebe Putney Memorial Hospital Albany Georgia Southwest Georgia Chapter # 165

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COLUMBUS ALBANY VALDOSTA

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HISTORY

Hospital – 107 years old, established in 1911 Chapter – 34 years old, established in 1984

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ISSUES WITH OUR CHAPTER

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ISSUES WITH OUR CHAPTER

Chapter Issues

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ISSUES WITH OUR CHAPTER

Chapter Issues Financial Issues

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ISSUES WITH OUR CHAPTER

Chapter Issues Financial Issues Visiting Issues

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ISSUES WITH OUR CHAPTER

Chapter Issues Financial Issues Visiting Issues Hospital Issues

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Chapter Issues

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Chapter Issues

  • Did Not Submit Annual Reports
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Chapter Issues

  • Did Not Submit Annual Reports
  • Little Relationship with MHI National

Office

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Chapter Issues

  • Did Not Submit Annual Reports
  • Little Relationship with MHI National

Office

  • Did Not Consider Being Part of Mended

Hearts National

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Chapter Issues

  • Did Not Submit Annual Reports
  • Little Relationship with MHI National

Office

  • Did Not Consider Being Part of Mended

Hearts National

  • Did Not Know or Use MHI Web Site
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Chapter Issues

  • Did Not Submit Annual Reports
  • Little Relationship with MHI National

Office

  • Did Not Consider Being Part of Mended

Hearts National

  • Did Not Know or Use MHI Web Site
  • No One Used the Officer & Member Portal
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Chapter Issues (continued)

  • Falling Membership
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Chapter Issues (continued)

  • Falling Membership
  • One New Member in Past Year
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Chapter Issues (continued)

  • Falling Membership
  • One New Member in Past Year
  • Divided Into Two Factions
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Chapter Issues (continued)

  • Falling Membership
  • One New Member in Past Year
  • Divided Into Two Factions
  • Low Average Attendance at Meetings
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Chapter Issues (continued)

  • Falling Membership
  • One New Member in Past Year
  • Divided Into Two Factions
  • Low Average Attendance at Meetings
  • No Meeting Agenda at Meetings
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Chapter Issues (continued)

  • Falling Membership
  • One New Member in Past Year
  • Divided Into Two Factions
  • Low Average Attendance at Meetings
  • No Meeting Agenda at Meetings
  • Meetings Drawn Out
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Chapter Issues (continued)

  • Falling Membership
  • One New Member in Past Year
  • Divided Into Two Factions
  • Low Average Attendance at Meetings
  • No Meeting Agenda at Meetings
  • Meetings Drawn Out
  • President Assumed Position
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Chapter Issues (continued)

  • Did Not Have Accurate Chapter Roster
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Chapter Issues (continued)

  • Did Not Have Accurate Chapter Roster
  • Did Not Have Accurate Member Phone

And Address List

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Chapter Issues (continued)

  • Did Not Have Accurate Chapter Roster
  • Did Not Have Accurate Member Phone

And Address List

  • No MHI literature except HeartGuides
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Chapter Issues (continued)

  • Did Not Have Accurate Chapter Roster
  • Did Not Have Accurate Member Phone

And Address List

  • No MHI literature except HeartGuides
  • Refused to Use Computers
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Chapter Issues (continued)

  • Did Not Have Accurate Chapter Roster
  • Did Not Have Accurate Member Phone

And Address List

  • No MHI literature except HeartGuides
  • Refused to Use Computers
  • No Participation in Outside Events
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Chapter Issues (continued)

  • Did Not Have Accurate Chapter Roster
  • Did Not Have Accurate Member Phone

And Address List

  • No MHI literature except HeartGuides
  • Refused to Use Computers
  • No Participation in Outside Events
  • Outdated By-Laws
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Financial Issues

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Financial Issues

  • Missing Bank Statements
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Financial Issues

  • Missing Bank Statements
  • Little Paperwork to Justify Payments
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Financial Issues

  • Missing Bank Statements
  • Little Paperwork to Justify Payments
  • Checking Account Was Not Balanced
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Financial Issues

  • Missing Bank Statements
  • Little Paperwork to Justify Payments
  • Checking Account Was Not Balanced
  • Husband & Wife Were Bank Signatories
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Visiting Issues

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Visiting Issues

  • Did Not Keep Accurate List of Patients

Visited

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Visiting Issues

  • Did Not Keep Accurate List of Patients

Visited

  • Visited Average of 2 Patients Each

Visiting Day; Nurses Uncooperative

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Visiting Issues

  • Did Not Keep Accurate List of Patients

Visited

  • Visited Average of 2 Patients Each

Visiting Day; Nurses Uncooperative

  • Did Not follow MHI Visiting Policies
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Visiting Issues

  • Did Not Keep Accurate List of Patients

Visited

  • Visited Average of 2 Patients Each

Visiting Day; Nurses Uncooperative

  • Did Not follow MHI Visiting Policies
  • No Accredited Visitors
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Visiting Issues

  • Did Not Keep Accurate List of Patients

Visited

  • Visited Average of 2 Patients Each

Visiting Day; Nurses Uncooperative

  • Did Not follow MHI Visiting Policies
  • No Accredited Visitors
  • Held No Accreditation Classes
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Visiting Issues

  • Did Not Keep Accurate List of Patients

Visited

  • Visited Average of 2 Patients Each

Visiting Day; Nurses Uncooperative

  • Did Not follow MHI Visiting Policies
  • No Accredited Visitors
  • Held No Accreditation Classes
  • Visitors Not Trained
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Hospital Issues

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  • Hospital Did Not Trust Chapter

Hospital Issues

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  • Hospital Did Not Trust Chapter
  • Patient & Staff Formal Complaints Against

Chapter Visitors

Hospital Issues

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  • Hospital Did Not Trust Chapter
  • Patient & Staff Formal Complaints Against

Chapter Visitors

  • Dissension Between Chapter Officers and

Hospital Administrators

Hospital Issues

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  • Hospital Did Not Trust Chapter
  • Patient & Staff Formal Complaints Against

Chapter Visitors

  • Dissension Between Chapter Officers and

Hospital Administrators

  • No Hospital Financial Support

Hospital Issues

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  • Hospital Did Not Trust Chapter
  • Patient & Staff Formal Complaints Against

Chapter Visitors

  • Dissension Between Chapter Officers and

Hospital Administrators

  • No Hospital Financial Support
  • Hospital Close to Terminating Chapter’s

Access

Hospital Issues

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34 Overall Issues

Hospital Did Not Trust Chapter Patient & Staff Formal Complaints Against Chapter Visitors Dissension Between Chapter Officers and Hospital No Hospital Financial Support Hospital Close to Terminating Chapter’s Access Missing Bank Statements Little Paperwork to Justify Payments Checking Account Was Not Balanced Husband & Wife Were Bank Signatories Did Not Keep Accurate List of Patients Visited Visited Average of 2 Patients Each Visiting Day Nurses Uncooperative Did Not follow MHI Visiting Policies No Accredited Visitors Held No Accreditation Classes Visitors Not Trained Did Not Submit Annual Reports Little Relationship with MHI National Office Did Not Consider Being Part of MH National Did Not Know or Use MHI Web Site No One Used the Officer & Member Portal Falling Membership One New Member in Past Year Divided Into Two Factions Low Average Attendance at Meetings No Meeting Agenda at Meetings Meetings Drawn Out President Assumed Position Did Not Have Accurate Chapter Roster Did Not Have Accurate Member Phone /Address List No MHI literature except HeartGuides Refused to Use Computers No Participation in Outside Events Outdated By-Laws

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Importance of Relationship Between Hospital and Chapter

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Importance of Relationship Between Hospital and Chapter

A hospital visit often marks the beginning

  • f a heart patient’s journey.

The hospital is one place Mended Hearts volunteers make a significant difference in a person’s life as a heart patient.

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Importance of Relationship Between Hospital and Chapter

PATIENTS and their FAMILIES are a hospital’s CUSTOMERS. Patients entrust their very lives to the hospital staff and its representatives. EVERY interaction that takes place in the hospital is a reflection of the care and expertise the patient expects to receive. Therefore, the hospital MUST expect professional excellence from all

  • f its staff and partners.
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Hospital Plan

BUSINESS RELATIONSHIP “HEALTH CHECK UP” EVALUATION COMMUNICATION TRAINING

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Evaluation

▪ Existing Procedures

▪ Are they clearly written? ▪ How well are we following them? ▪ What opportunities are there for improvement?

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Evaluation

▪ Existing Procedures

▪ Are they clearly written? ▪ How well are we following them? ▪ What opportunities are there for improvement?

▪ Mended Hearts Instructions for Volunteers

▪ Research-based ▪ Patient-focused ▪ Expected professional behavior

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Evaluation

▪ Hospital Policy Mended Hearts Practices

✓ Positive Professional Relationship ✓ Excellent Patient Experience

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Communication

Bring Key People Together ▪ Held collaborative meetings to air concerns and issues

▪ Mended Hearts leaders with department leaders ▪ Volunteer Coordinator with hospital compliance department

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Communication

Bring Key People Together ▪ Held collaborative meetings to air concerns and issues

▪ Mended Hearts leaders with department leaders ▪ Volunteer Coordinator with hospital compliance department

▪ Agreed on

✓ The benefits of Mended Hearts support ✓ An excellent hospital experience = patient-focused experience ✓ Mended Hearts compliance with hospital policy

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Communication

Bring Key People Together ▪ Developed written hospital policy and procedures

✓ patient safety ✓ patient privacy ✓ patient personal comfort

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Communication

Bring Key People Together ▪ Developed written hospital policy and procedures

✓ patient safety ✓ patient privacy ✓ patient personal comfort

▪ Gained approval of all policies and procedures by appropriate hospital leaders

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Training

No Policy Will Work Without It!

▪ Implemented required Mended Hearts Visitor Training

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Training

No Policy Will Work Without It!

▪ Implemented required Mended Hearts Visitor Training ▪ Trained volunteers in new hospital procedures

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Training

No Policy Will Work Without It!

▪ Implemented required Mended Hearts Visitor Training ▪ Trained volunteers in new hospital procedures ▪ Emphasized the importance of professional standards

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RESULTS

Elimination of Chapter’s Issues

Every issue solved

Increase in Hospital Trust

Daily patient list dramatically increased

Increase in Hospital Funding & Support

Chapter received tremendous support

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RESULTS (cont)

Increase in Patients Visited Increase in In-Room Visits Increase in Mailings Increase in Internet Visits Increase in Telephone Visits Increase in Total Visits Increase in Membership

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RESULTS (continued)

Increase in Accredited Visitors Increase in Members Participating in Outside Events Increase in Local Organizations Recognizing Chapter Increase in Members Attending Other Mended Hearts Meetings

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Growth in Patients Visited

Individual patients visited increased from 291 to 2837

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Growth in In-Room Visits

In-room visits increased from 618 to 6030

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Growth in Mailings

Total mailings increased from 0 to 3199

500 1000 1500 2000 2500 3000 3500 MAILINGS 2016 vs 2017 2016 2017

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Growth in Internet Visits

Total Internet visits increased from 0 to 102

20 40 60 80 100 120 INTERNET VISITS 2016 vs 2017 2016 2017

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Growth in Telephone Visits

Total telephone visits increased from 0 to 297

50 100 150 200 250 300 350 TELEPHONE VISITS 2016 2017

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Growth in Total Visits

Total visits increased from 618 to 10,021

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10 20 30 40 50 60 70 80 90 CHAPTER GROWTH 2016 2017

Growth in Membership

Members increased from 62 to 83

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Growth in Accredited Visitors

Accredited visitors increased from 0 to 13

2 4 6 8 10 12 14 ACCREDITED VISITORS 2016 vs 2017 2016 2017

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20 40 60 80 100 120 140 160 180 200 TOTAL ATTENDANCE - OTHER CHAPTER EVENTS 2016 2017

Increase in Outside Activities

Members participation Increased from 0 to 177

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23 Ideas On How To Gain Membership

Bill Voerster

  • Place HeartBeat magazines in doctors’ offices

and Cardiac Rehab centers. Place contact info on the back of the magazines.

  • Have members carry the Tri-Fold Brochure for

distribution whenever they encounter someone interested in heart disease.

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Bill Voerster (cont)

  • Place tri-folds throughout the hospital waiting

rooms. Mike Weber

  • Display at health fairs
  • Ask your local newspaper to list your chapter

meeting information in their paper.

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Suzan Trinque

  • Place trifolds at senior centers, gyms, cardiac

rehab, libraries, urgent cares, work places, and cardiologists’ offices.

  • Make pins that say Ask Me About Mended

Hearts.

  • Print a business card with chapter information.
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Southwest Georgia Chapter

  • Make your chapter meetings about support
  • Schedule good cardiac-related speakers
  • Publish meeting notices
  • Mail get-well cards, handwritten-notes. Include

invitations to meetings

  • Make follow-up phone calls to patients
  • Use electronic media (Facebook, Twitter, e-mail)
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Southwest Georgia Chapter (cont)

  • Ask your hospital to help market your chapter
  • Ask your hospital to advertise the chapter on their

web site

  • Ask your local TV stations to broadcast

interviews with chapter officers

  • Host a regional meeting geared to patient support

Get your hospital involved in this meeting.

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Southwest Georgia Chapter (cont)

  • Ask your local tourism office to advertise your

chapter

  • Ask local churches to advertise your chapter in

their bulletins and newsletters

  • Ask AARP to list your meetings on their local

calendar

  • Ask hospital staff to get involved in your chapter
  • Ask your politicians to meet with you.
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Politicians Advertise Their Meetings

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IN SUMMARY THERE ARE 4 MAIN KEYS TO SUCCESS

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4 MAIN KEYS TO SUCCESS

HOSPITAL RELATIONSHIP

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4 MAIN KEYS TO SUCCESS

HOSPITAL RELATIONSHIP PERSONAL CONTACT

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4 MAIN KEYS TO SUCCESS

HOSPITAL RELATIONSHIP PERSONAL CONTACT COMMUNITY CONTACT

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4 MAIN KEYS TO SUCCESS

HOSPITAL RELATIONSHIP PERSONAL CONTACT COMMUNITY CONTACT FOLLOW-UP

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REMARKS FROM NORM LINSKY EXECUTIVE DIRECTOR MENDED HEARTS

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QUESTIONS?

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National Education & Training Conference