FAMILY HEALTH CENTERS OF BALTIMORE

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FAMILY HEALTH CENTERS OF BALTIMORE

• Small enough to care, Big enough to serve!
• CORPORATE CULTURE ORIENTATION
• www.fhcb.org
• 2006

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AGENDA

• WELCOME
• ROUND TAKE INTRODUCTIONS
• Your name
• What you do
• When you joined the FHCB family
• CORPORATE CULTURE PRESENTATION
• Q A

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Welcome to the family!

• The board of directors, CEO and staff welcome
  you to the FHCB family.
• We want you to do more than enjoy your job. We
  want you to love your job, the people we serve,
  and each other. Give us feedback on how we can
  make that happen!

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You Are The Key You Make The Difference

• Welcome to
• Family Health Centers of Baltimore
• A community health care center where the staff
  are the key to our success and where staff
  employees make the difference.
• At FHCB, every patient visit should be a
  pleasant experience. Our job is to provide the
  best possible care and service at affordable
  prices.

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What is a FQHC

• Federally Qualified Health Center
• Consumer governing board of directors
• Sliding fee, based on proof of family size and
  income
• MUA/MUP
• Comprehensive primary care provider
• Coordination of services
• Federal Tort Claims Act

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FHCB MISSION

• Family Health Centers of Baltimore (FHCB) is a
  non-profit federally qualified health center
  committed to preserving human life. We provide
  comprehensive primary health care services to
  medically underserved and uninsured persons
  residing in the Baltimore metropolitan area in an
  economic manner, consistent with high
  professional standards and sensitive to the
  community.

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FHCB VISION STATEMENT

• We have established an integrated program of
  services to meet the needs of the distinct
  geographic and cultural communities that comprise
  Baltimore City. Family Health Centers of
  Baltimore is committed to 100 access to care for
  the people we serve. Our goal is to eliminate
  health disparities in Baltimore City. We believe
  that it is our responsibility to expand our
  health services continually to encompass
  specialty services for adolescents, young
  parents, and their families, mature adults and
  the elderly.

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FHCB VISION

• Elimination of health disparities
• Assure 100 access to primary care
• Expand health services to our community
• Dental and Behavioral Centers of Excellence
• JCAHO Accreditation
• Health Disparities Collaborative
• A force of economic development in the
  communities we serve

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FHCB History

• 1978- January 28, a well baby clinic is opened on
  Giles Road
• 1980 Multi-disciplinary adult medicine and OBGYN
  care added
• 1984 School based health service provided
• 1985 Pediatrics provided at Brooklyn Homes
• 1989 Automated practice management system
  installed
• 1993 New facility opened on Cherry Hill Road
• 1994 Dental services are newly established
• 1995 Family medicine satellite is opened in
  Brooklyn
• 1996 Substance abuse outpatient service is
  established
• 1998 New behavioral health wing is opened
• 2001 Downtown and South Hanover Street health
  centers are acquired
• 2002 Name changes from South Baltimore Family
  Health Center to Family Health Centers of
  Baltimore
• 2005 Metropolitan OBGYN practice in Mercy POB is
  acquired

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FHCB CELEBRATES

• 28 years of continuous service
• 13 years in a newly constructed center
• 10 years of Behavioral Health
• 12 years of dental care
• Expansions to other communities in metropolitan
  Baltimore

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Family Health Centers of BaltimoreLOCATIONS

• 631 Cherry Hill Road
• 4115 Ritchie Highway
• 1200 S. Hanover Street
• 315 N. Calvert Street
• 301 St Paul Place, Suite 501

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FHCB Services

• Primary Care
• Dental Care
• Behavioral Health
• Substance Abuse
• Social Work
• Child Psychology
• OBGYN
• Diabetes Collaborative
• Case Management
• Health Education

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FHCB Board Authority

• Strategic planning
• Annual budget approval
• Adopt financial and personnel policies and
  procedures
• Establish FHCB priorities
• Approve eligibility requirements for partial
  payment of services
• Ensures an annual independent audit
• Evaluates FHCB activities
• Adopts FHCB all health care policies including
  scope of services, availability of services,
  locations, research projects, hours of operation
  and quality of care audit procedures

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FHCB Oversight Responsibilities

• Performance Improvement
• Corporate Compliance
• Health Information
• Financial Management
• Local, State, Federal Laws and Regulations

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FHCB Corporate Culture

• Corporate culture traditions, values, rules,
  and how we work.
• The Culture of Excellence
• -The best care,
• -The best service, and
• -A clean and wholesome work environment.

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FHCB Corporate Culture

• Every organization has a culture with its own
  distinct traditions, values, rules, and visions
• Traditions Christmas Parties, Thanksgiving
  Luncheon, Black History Month Celebration, Annual
  Awards Banquet
• Values Health care for all, quality care
  service regardless of ability to pay honesty,
  respect, ethical behavior. Drug free work place.
  JCAHO standards.
• Rules Attendance and punctuality. Annual
  performance appraisals. BPHC Grants Policies.
  Federal State Regulations. Insurance Company
  Policies. FHCB Employee Handbook
  Administrative Policies.

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Family Health Centers of BaltimoreSTRATEGIC
IMPERATIVES

• Achieve High Quality Customer
• Promote Healthy Communities
• Improve Competitive Financial Position
• Attain A High Quality Work Force
• Support Post-Graduate Medical Education

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Family Health Centers of BaltimoreOther
Imperatives

• HIPAA Compliance Confidentiality
• Risk Management
• Health Information
• Mail Management
• Correspondence
• Subpoenas
• Certified Mail
• Conflict of Interest

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Making The Vision Real WHAT STAFF NEEDS TO KNOW

• FHCB EXPECTATIONS OF STAFF
• HOW STAFF CONTRIBUTE TO MAKING FHCB THE PROVIDER
  OF CHOICE FOR THE PEOPLE WE SERVE
• HOW STAFF CONTRIBUTE TO MAKING THE FHCB VISION
  REAL

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STAFF CONTRIBUTIONS TO THE FHCB VISION

• Prior work experience
• Personal qualities
• Peer relations and teamwork
• Communication skills
• Behavior that communicates the vision to patients
  and the community

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The Patient and You

• Establish trust with every patient
• The service Always be courteous, respectful
  and ready to respond offer information and
  assistance.
• Company promoters Speak positively about the
  center with patients and each other.
• Individuals - Tune into each patients specific
  needs. Learn their names. Be completely
  attentive.

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Go The Extra Mile

• Be an example of the FHCB values .
• Find ways to enhance FHCB service, productivity,
  and mission
• Create problem-prevention strategies.
• Be knowledgeable about FHCB.
• Think of how you would like to be treated if you
  were the customer, and exceed that with your
  service skills.

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TEAM MEANSTogether Everyone Achieves More

• WHAT EVERY TEAM MEMBER MUST KNOW
• WHAT
• Work measurements cost, productivity targets,
  time lines, attendance, patient compliments
• WHO
• Their role who they can rely on and expect
  things from
• HOW
• Greeting patients, handling calls, resolving
  complaints, completing sliding fee application
• There is no I in TEAM!

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2006 OBJECTIVES

• Productivity Minimum of 9 to 11 patients
  seen per provider per session
• Pt Satisfaction Survey 95 above
  satisfactory
• Claims Error rate of less
  than 3
• Patient Complaints Less than 4 per year
  (not more than one every quarter)
• Collection Rate 90 on all insurances
• Sliding Fee Documentation 100 completion
  85 collection

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Employee SatisfactionCOMMUNICATION IS KEY

• Monthly Staff Meetings al Sites
• Quarterly All Staff In-Service Training
• Broadcast e-Mail
• Annual Performance Appraisals
• Supervisor CEO Open Door Policy

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2006 Calendar
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2006 Calendar
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SLIDING FEE SCALE

• PRIMARY CARE
• DENTAL
• OBGYN

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Family Health Centers of BaltimoreCORPORATE
CULTURE TEST

• Identify the values that shape the FHCB culture.
• List the traditions that define the FHCB culture
• How will you share the FHCB vision with your
  peers?
• How does your behavior help mold the FHCB
  culture?

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FAMILY HEALTH CENTERS OF BALTIMORESmall enough
to care. Big enough to serve.

• CUSTOMER SERVICE
• TRAINING

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YOU REALLY DO MAKE THE DIFFERENCE!

• Marketing our health center begins with you.
• Accept 100 responsibility for presenting FHCB in
  a positive light
• Accept 100 responsibility for building trust
  with each patient.

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POSITIVE POWERFUL LANGUAGE

• Let me find out for you
• Although Im new, Ill get someone to help
• How may I help you
• If I cannot help you, I know who can.
• If I cannot help you, Ill find the right person
• Ill personally handle your refund.
• Dr. Abbott is looking forward to seeing you in
  about 15 minutes.
• Our policy is designed to protect your
  privacy/safety, but heres what I can do
• To solve the problem.

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ATTITUDE

• AVOID
• Arguing
• Rationalizing
• Defending
• Complaining
• Reacting
• Emotionalizing
• Promising
• Guaranteeing
• Insuring

• ADOPT
• Whats good about this situation?
• Empathize
• Under-promise and over-deliver
• Be responsive
• Think WIN-WIN
• Visualize

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DYNAMIC LISTENING

• Listen with three ears Cue yourself to listen if
  your mind starts to wander.
• Emotions Listen to hear how they feel
• Unspoken meaning Concentrate on the unspoken
  message
• What theyd like to say Ask the patient to
  Tell me more about that.

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Listening Awareness Inventory
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Upset Patients

• When a problem arises with a patient
• Listen
• Apologize for any mishaps
• Show empathy and action
• Do not take it personally
• Stay positive
• Show confidence in coworkers and the company.

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EXCEED PATIENT EXPECTATIONS

• Admit mistakes first
• Ask for feedback or complaints
• Ask often how we are doing, are we doing better
• Call for no reason. Thank the patient for being
  our customer
• Create a patient advisory council
• Cure complaints
• Customize services to meet patients customer
  needs
• Find unmet needs find the itch and scratch it.
• Know everything about FHCB policies, procedures
  and competitors
• Give thank you notes to patients

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Telephone Etiquette

• WHEN USING THE PAGING SYSTEM
• Say good morning or good afternoon first.
• Speak into the telephone, not hands-free.
• Use a title and the last name of the person you
  are paging.
• Hit the release button before you hang up.

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Telephone Etiquette

• WHEN ANSWERING A CALL FOR SOMEONE ELSE
• Greet the patient warmly(Good morning..)
• Use the name and title of the telephone owner
  (e.g., This is Dr. Smiths office)
• Take a message, recording the name, date and
  time, and what the caller needs
• Be specific about return time/date.
• Offer to help

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Telephone Etiquette

• WHEN CREATING AN OUTGOING
• VOICE MAIL MESSAGE
• Give your name and title(This is Jane Doe,
  appointment clerk)
• Tell who else to contact and how
• Update frequently
• Keep it short

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Telephone Etiquette ALWAYS CONVEY THE BEST
POSSIBLE IMAGE

• Dont say.Whos calling?
• DO SAY.May I ask whos calling?
• Dont say..He hasnt come in yet
• DO SAYHes not in his office at the moment
• Dont sayShes on her coffee break.
• DO SAYShes away from her desk at the moment.
• Dont sayHe left early today
• DO SAYHes out of the office until tomorrow.
• Dont sayShes sick today.
• DO SAYShes not in the office today.
• Dont sayHes on vacation for the next two
  weeks.
• DO SAY Hes out of the office for the next two
  weeks.

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Telephone Etiquette ALWAYS CONVEY THE BEST
POSSIBLE IMAGE

• And, of course, NEVER say
• I believe he went to the mens room
• She has a doctors appointment this afternoon.
• Hes at the barber shop.

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Job Well Done

• Employee Service Awards
• The 2nd Saturday in January, FHCB holds a
  banquet to acknowledge staff and volunteers who
  make important contributions to the mission and
  vision.
• YEARS OF SERVICE Staff who have worked for 5,
  10, 15, 20, 25 years at FHCB are acknowledged.
• EMPLOYEE SERVICE AWARD
• Criteria Service awards are presented to
  staff who exhibit a positive work ethic, as
  evidenced by attendance, punctuality,
  completeness of assigned tasks, courtesy, and
  ability to communicate well with staff, patients,
  and the community, and who also
• Serve as an ideal role model for your peers and
  an asset to the organization
• Identify issues that inhibit progress, and
  suggests practical and attainable solutions.
• Recommend program changes that resulted in a
  reduction of expenses.
• Recommend program changes that improved the
  quality of care or service.
• Recommend program changes that improved the
  quality of customer service.
• Volunteer to plan and execute FHCB special events

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2006 Employee Service Awardees

• To be announced at the next
• All Staff Meeting.

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AndEnjoy Your Job

• We want you to stay around for a long time!