Sharp HealthCare Employee Handbook - Radancy

Behavior StandardscontinuedVive la DifférenceMake It BetterDiversity — At Sharp HealthCare, we know that ourService Recovery—When The Sharp Experiencedifferences, unique talents and varied backgroundsdoesn’t go right for a customer, we pledge to makecome together to create a stronger whole.things better. We listen and respond with empathy,and apologize for not exceeding expectations. WeGet Smartare proactive in making amends, even in difficultIncreasing Skills and Competence—Sharp HealthCareis committed to helping its employees, leaders andphysicians learn and grow. Professional developmentsituations.Think Safe, Be Safedemonstrates a desire to continually enhance theSafety at Work—It is essential that we provide adelivery of health care. We encourage innovation andhospitable, healing, healthy and safe environment atconstant improvement in efficiency and effectiveness.Sharp HealthCare. We identify and report safety hazardspromptly, and apply remedies whenever needed.Attitude Is EverythingCreate a Lasting Impression — We treat everyLook Sharp, Be Sharpcustomer as if he or she is the most important personAppearance Speaks—When we dress, groom andin our workplace. Our behavior and attitude create amaintain our workplace with care, we show respect forpositive first impression that is lasting. We strive toour customers and give them confidence in our abilityexceed expectations.to care for them.Thank SomebodyKeep in TouchReward and Recognition — Reward and recognitionEase Waiting Times—Keeping our customersare central to the Sharp culture. We express gratitudeinformed puts them and their families at ease. We areand appreciation to one another. We celebrate ourcommitted to sharing information and acknowledgingaccomplishments and hard work to make Sharpthe presence of our customers at all times.the best place to work, practice medicine andreceive care.Must HavesMake Words WorkSharp’s Must Haves define the little details and setTalk, Listen and Learn—We communicate withcourtesy, clarity and care in all verbal and nonverbal messages. We listen attentively to customersto understand their needs and to ensure theycomprehend information we provide to them.of kindness go a long way with colleagues, affiliatedphysicians and patients and family members. Greet people with a smile and “Hello,” using theirname when possible. Take people where they are going, rather thanAll for One, One for Allpointing or giving directions.Teamwork—Sharp team members share a commonpurpose: to serve our customers. We build up eachother; we share our successes, failures, informationand ideas.expectations for all team members. These small acts Use key words at key times. “Is there anything else Ican do for you? I have the time.” Foster an attitude of gratitude. Send thank-younotes to deserving employees. Round with reason to better connect with staff,patients, family and other customers.8Sharp HealthCare Employee HandbookThe best place to work, best place to practice medicine, best place to receive care

AIDETAIDET is a framework for Sharp team members tocommunicate with patients and their families as well aswith each other. This acronym represents a powerfulway to interact with people who are often nervous,“Dr. Heart had to attend to an emergency. He wasconcerned about you and wanted you to know thatit may be 30 minutes before he can see you. Areyou able to wait or would you like me to schedule anappointment for tomorrow?”anxious and feeling vulnerable. It can also be used as“I’m so sorry Mr. Jones, clearly we did not meet yourwe converse with colleagues, especially when we areexpectations. How can I make it better?”providing an internal service.ExplanationAcknowledgeAdvise others what you are doing, how proceduresGreet people with a smile and use their names ifwork and whom to contact if they need assistance.you know them. Eye contact, a warm smile and aNarrate the steps and communicate the specifics.positive attitude set the stage for a memorableMake sure patients and guests understand what isSharp Experience and create a lasting impression.taking place and what they can do. Make words work.“Good morning Mr. Smith. Welcome to Sharp ReesStealy. We want to make your visit as convenient asTalk, listen and learn. Make time to help. Ask, “Is thereanything else I can do for you?”possible. Would you please take a moment to confirm“The test has three components. First, I will providethat we have your most current information?”an ultrasound of the area which will help the doctorpinpoint the placement. Then the doctor will conduct aIntroduceneedle biopsy of tissue. We’ll numb the area first — soIntroduce yourself to others politely. Tell them whothe most you should feel is a pinch. We’ll conclude byyou are and how you are going to help them. Ourbandaging the area and providing you with an ice packpatients and guests gain confidence and comfortand home care instructions. We’ll talk you throughwhen we tell them who we are and describe oureverything. Do you have any questions?”qualifications. Take people where they need to go“Here are your evening medications. I’ve placed therather than pointing or giving directions.water, your phone and call light within reach. Would“My name is Susan and I will be conducting your testyou like your light on or off? Is there anything else Itoday. I am a certified ultra sonographer and I docan do for you? I have the time.”about six of these procedures a day. The doctors saythat my skills are among the best. Do you have anyquestions for me?”“Let me take you to Steve in the lab, he’ll be drawingyour blood today. You are in very good hands withSteve.”Thank youAt Sharp we foster an attitude of gratitude and ourthanks is manifested in many different ways. Withevery encounter, take time to say thank you forchoosing Sharp. To leave a lasting impression, send ahand-written thank you note to the home of a patientDurationor to a colleague who has gone above and beyond.Ensure that patients and guests know how longand recognize great work — from e-cards to awardsomething will take or how long the wait will be. Whennominations.For colleagues, there are many ways to rewardpatients and guests are kept informed of timing anddelays, we reduce anxiety and enhance their trust“Thank you for entrusting us with your care. We werein us. If waits are longer than expected or there is ahonored to serve you and wish you good health.”service breakdown, make it better by using service“Your hard work and dedication made all therecovery methods.difference. Thank you for your gracious assistancewith the project.”The Sharp Experience9

Section 3:The Sharp HealthCare SystemSharp HospitalsSharp Chula Vista Medical CenterSharp Grossmont HospitalAs the leading provider of health care services in theSharp Grossmont Hospital is the largest not-for-South Bay, Sharp Chula Vista Medical Center deliversprofit, full-service acute care hospital in the region.high-quality care designed to meet the needs of theThe hospital has outstanding programs in heart care,community. Home to the region’s most comprehensiveorthopedics, rehabilitation, robotic surgery, strokeheart program, it also has the area’s only radiationcare and women’s health. In addition, the hospital’soncology center and certified community hospitalEmergency and Critical Care Center is one of the mostcancer program. The hospital has San Diego County’stechnologically advanced emergency and intensiveonly comprehensive Bloodless Medicine and Surgerycare facilities in the nation.Center, which serves patients who wish to avoid bloodtransfusions for personal or religious reasons.Sharp Grossmont Hospital is nationally recognizedas a MAGNET -designated hospital for patient careSharp Chula Vista is currently doubling the size ofand nursing practices. This designation is the “goldits Emergency Department and building a newstandard” for patient care and nursing excellence andCancer Center, a unique healing environment withis the highest honor awarded by the American Nursesthe most advanced medical technology available forCredentialing Center.cancer treatment.Sharp Coronado HospitalSharp Mary Birch Hospitalfor Women & NewbornsFrom emergency services to a nationally recognizedAs San Diego’s only hospital dedicated exclusively tototal joint replacement program, Sharp Coronadocaring for women and newborns, Sharp Mary BirchHospital has a long tradition of providing top-quality,offers a full range of medical and surgical services forcomprehensive health care.all stages of life — from pregnancy to menopause tohealthy aging.Sharp Coronado incorporates many personalizedaspects into its care philosophy — including patientNearly 8,500 babies are born at Sharp Mary Birchempowerment, patient and family education, andHospital each year, more than any other hospital ina physical environment that promotes healingCalifornia. The hospital’s Level III Neonatal Intensivethrough complementary therapies such as clinicalCare Unit is the largest of its kind in San Diego andaromatherapy, massage and Healing Touch. Sharpcares for more than 1,100 babies annually. Sharp MaryCoronado Hospital is one of the first five hospitalsBirch also provides the latest options in minimallynationally — and the only one in California — toinvasive gynecologic surgery, including roboticbe designated as a Patient-Centered Hospital bysurgery for gynecologic cancer, uterine fibroids,Planetree, an organization committed to personalizing,infertility and hysterectomies.humanizing, and demystifying the hospital experiencefor patients and their families.10Sharp HealthCare Employee HandbookThe best place to work, best place to practice medicine, best place to receive care

Sharp Memorial HospitalSharp Memorial Hospital — the first hospital inSharp Mesa Vista Hospital andSharp McDonald CenterSan Diego with all private patient rooms — isAs the largest behavioral health care provider indedicated to providing the highest-quality, patient-San Diego, Sharp Mesa Vista Hospital provides a fullcentered care. Designed to promote comfort andrange of programs to people of all ages includinghealing with the use of natural light and soothingchildren, adolescents, adults and seniors challengedcolors, the hospital offers the latest medical technologyby depression, substance abuse or serious mentaland is home to San Diego’s largest, most modernillness. The hospital’s robust Clinical ResearchEmergency and Trauma Center.Program has conducted more than 250 clinical trialsof investigational medications since its inception inSharp Memorial is known for outstanding programs1963, providing new options and hope for people within cardiac and vascular care, cancer treatment,mental illness.orthopedic and neurological services, rehabilitation,robotic surgery and multiorgan transplantation, andOffering the only medically supervised substancehas been recognized as a MAGNET -designatedabuse recovery facility in San Diego County, thehospital for nursing excellence.Sharp McDonald Center provides patients anindividually tailored approach to drug and alcoholSharp Memorial Outpatient Pavilion, located nextdetoxification and rehabilitation in a supportive,to Sharp Memorial Hospital, offers a wide array ofstructured, homelike setting.services including cancer treatment, laser visioncorrection, general and women’s imaging, outpatientBoth Sharp Mesa Vista and Sharp McDonald Centersurgery, endoscopy, diabetes education, and aprovide inpatient care and offer outpatient programscommunity conference center and health library. Atthroughout the community.the heart of the Pavilion is the Cushman WellnessCenter — providing comprehensive health evaluationstailored to an individual’s age and lifestyle, andintegrative therapies to enhance physical, mental andspiritual health.The Sharp HealthCare System11

Other Specialized ServicesSharp Home CareSharp System ServicesWith a focus on maximizing recovery, independenceSharp System Services — Ruffin, SOC and Spectrumand long-term wellness, Sharp Home Care providesoffice locations — provides centralized support servicesdiabetes care instruction, specialty nursing,to the operating entities within Sharp HealthCare. Theserehabilitation, and senior behavioral health servicesinclude: Clinical Effectiveness, Contracts, Corporateto individuals throughout San Diego County.Compliance, Facilities Development, Finance, HumanSharp Home Infusion ServicesResources, Information Systems, InformationTechnology, Internal Audit, Marketing andSharp Home Infusion employs pharmacists whoCommunications, Legal, Risk Management andprovide clinical evaluation and management,Insurance, Strategic Planning and Businesspharmacy technicians who prepare and packageDevelopment, System Supply Chain Services, andinfusion products, a dietitian for nutritionalThe Sharp Experience and Sharp University.consultations, as well as specially trained homeinfusion nurses, all who coordinate care for patientsin their homes.Sharp HospiceCareSharp Community Medical GroupSharp HospiceCare is dedicated to providingcomprehensive care and compassionate support toindividuals facing life-limiting illnesses, along withtheir families and friends. Services range from relief ofphysical discomfort to emotional and spiritual support.Sharp HospiceCare provides in-home services andalso provides the region’s first freestanding hospicehomes, LakeView Home in La Mesa and ParkViewHome in Del Cerro, which offer end-of-life patientsan alternative to nursing-home placement. Thehomes — staffed 24 hours a day by licensed nurses —offer a comfortable and supportive environment forup to four patients at one time in each home.12Sharp HealthCare Employee HandbookSharp-AffiliatedMedical GroupsSharp Community Medical Group, San Diego’s largestgroup of private-practice physicians, is dedicated toproviding high-quality, affordable medical care. TheSharp Community network includes more than 200primary-care physicians and 500 specialists whopractice independently in offices that are convenientlylocated throughout San Diego County to servefamilies in all communities.Sharp Community doctors admit to all Sharp hospitalsand Rady Children’s Hospital. In addition, SharpCommunity patients have access to urgent carecenters throughout the county.The best place to work, best place to practice medicine, best place to receive care

Sharp Rees-Stealy Medical GroupThe Foundations ofSharp HealthCareWith 400 primary and specialty care physiciansAs a not-for-profit organization, Sharp HealthCareproviding care at 19 facilities throughout the region,relies on philanthropic support to further improve theSharp Rees-Stealy Medical Group is one of the largest,health care experience for patients and their families.most comprehensive medical groups in San DiegoThrough its three foundations — Coronado HospitalCounty, and is recognized for excellence in patientFoundation, Grossmont Hospital Foundation andsatisfaction and clinical care. For patient convenienceSharp HealthCare Foundation — Sharp is able to fundand improved coordination of care, Sharp Rees-Stealyessential capital improvements, advanced medicaloffers services like laboratory, radiology, physicalequipment, clinical research to enhance patient care,therapy and urgent care within each clinic or nearby.education for patients and health care providers,In 2012, Sharp Rees-Stealy will be opening aremarkable state-of-the-art medical office buildingin Downtown San Diego that will provide thecommunity with leading edge care for decades tocome. This new structure will replace the existingDowntown facility that has served the community formore than 80 years.and community-wide outreach programs. Employeedonors play a critical role in the financial supportof Sharp, and can make tax-deductible donationsthrough automatic payroll deduction, unused paidtime off hours or a one-time donation.Sharp Health PlanSharp Health Plan is San Diego’s largest locally basedcommercial health plan. With a personal approach anda network of medical groups and physicians, SharpHealth Plan advocates for its members by providingunparalleled quality and access to health care services.It operates as a not-for-profit health plan, committedto delivering the best health care for the best value.As the top-rated health plan in California*, SharpHealth Plan serves a growing number of companies,large and small, in San Diego and southern Riversidecounties.*C onsumer Assessment of Healthcare Providers and Systems(CAHPS) Survey, 2010The Sharp HealthCare System13

Section 4:Sharp HealthCare EmployeeRelations and OperationsEmployee Relationsreserves the right to modify, rescind,Sharp HealthCare in andelete or add to the provisions ofadministrative capacity.Employee Handbookthis handbook periodically at theThe Sharp HealthCare EmployeeHandbook is provided toemployees to assist in awarenessand understanding of the generalpolicies and practices of theLabor Agreementprovided that no modification canAs of May 31, 1998, Sharpbe made that would alter the at-Professional Nurses Networkwill nature of employment by(SPNN), an affiliate of United NursesSharp HealthCare.Association of California (UNAC),became the representative of theorganization. It is not a contract ofIf any section of this handbookemployment.bargaining unit (BU) for specificrequires clarification, the employeeclassifications of registered nursesshould contact his or her localemployed by the hospital careHuman Resources Department ordivision of Sharp HealthCare.discuss concerns with management.Generally speaking, bargainingHuman Resources and benefitunit employees are subject to theinformation is accessible viaguidelines in this handbook. If thereSharpNET, Sharp’s Intranet.is a contradiction between thisNotwithstanding any otherprovision of this handbook, noone is employed for a specifiedterm. Sharp HealthCare is anat-will employer. The employeror employee may terminate theemployment relationship withor without cause. This at-will*employment status may be changedonly if there is a written agreementto the contrary, signed by theemployee and also by an officer ofSharp HealthCare.This handbook supersedes all otherpreviously distributed handbooks.Although every effort has beenmade to make this handbook ascomprehensive as possible, itcannot answer every question oranticipate every situation. In orderto retain necessary flexibility inthe administration of policies andprocedures, Sharp HealthCare* N o oral agreement of any kind can alterthe at-will status (see Labor Agreementsection).14sole discretion of management,Employee Relationshandbook and a labor agreementbetween Sharp HealthCare andThe best and most rewardingSPNN/UNAC, the labor agreementpartnership

Sharp Grossmont Hospital 10 Sharp Mary Birch Hospital for Women & Newborns 10 Sharp Memorial Hospital 11 Sharp Mesa Vista Hospital and Sharp McDonald Center 11 Other Specialized Services 12 12Sharp Home Care Sharp Home Infusion Services 12 Sharp HospiceCare 12 12Sharp System Services Sharp-Affiliated Medical Groups 12