August, 2016 1 8 Traits ………………………….………….….………..…………….….. 1 Traits of a Successful Employee ……….………………….......…. 2 PHHC “Customer Service 2016” ….………………………….…….. 2 Circle of Excellence ……………………………….….. 3 Working with Difficult Clients …..…………………….………... 4 Introducing Danielle Klohr ……………………………...…… 4 Awards: Boulder, Colorado Springs …...…..……...... 5 Awards: Denver, Longmont, Corporate …………...…..... 6 Awards: Pueblo ………………………………………….……………….…….. 7 Anniversaries ……………………………...……….………………....……….. 7 Birthdays ……………………………….………..…………………..……. 8 What’s Inside PHHC’s vision is to be a leader in healthcare delighting customers by exceeding their definition of quality. What’s on the Horizon for Professional Home Health Care Patience. Those of us who provide home care to others need to be patient. Being patient means you understand that there may be changes in plans, things may not go as quickly as planned, and there may be a little hesitation at times on the part of the person receiving care. Composure. Meeting personal care needs like dressing or using the bathroom can be highly uncomfortable. Learning to keep your composure when performing unpleasant tasks is a gift of dignity to anyone receiving this care . Trustworthiness. Caregivers are often in a position that will allow them to have access to the belongings of the person they are caring for. It is critical that the caregiver be trustworthy and not breach that trust by taking advantage of the person her or she is caring for. Empathy. Clients may feel embarrassed, frustrated or angry as they grow less able to manage their personal needs. Take a deep breath, step back and consider their perspective. Dependability. Those who need home care don’t usually just need it sporadically. Rather it is on a regular basis, so it is imperative that a caregiver be dependable and show up to provide the care that the person needs and is counting on. Important: Information in What’s on the Horizon is for general information purposes only and is not intended to replace the counsel or advice of a qualified health professional. Diplomacy. Your tone of voice and body language say as much as your actual words. Prepare yourself mentally for challenging discussions or negotiations - sometimes for simple matters like meal or activity preferences - to help you communicate with dignity and respect. Compassion. When someone has compassion for a client they have an understanding of what the person is going through. They usually also have empathy, making them want to help the person. Attentiveness. It is important that the home caregiver is attentive to the needs and changes that are taking place. By being attentive the caregiver will be a good listener, and will notice when there are emotional or physical changes in the person he or she is caring for. 8 Traits Every Caregiver Should Have
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8 Traits Every Caregiver Should Havehomecarephhc.com/pdf/August 2016 Newsletter.pdf · Vanessa Maldonado Alicia Martinez Lindsay McIntyre Kathy McMillin Daniel Muniz Valerie Munoz-Infante
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August, 2016
1
8 Traits ………………………….………….….………..…………….….. 1 Traits of a Successful Employee ……….………………….......…. 2 PHHC “Customer Service 2016” ….………………………….…….. 2 Circle of Excellence ……………………………….….. 3 Working with Difficult Clients …..…………………….………... 4 Introducing Danielle Klohr ……………………………...…… 4 Awards: Boulder, Colorado Springs …...…..……...... 5 Awards: Denver, Longmont, Corporate …………...…..... 6 Awards: Pueblo ………………………………………….……………….…….. 7 Anniversaries ……………………………...……….………………....……….. 7 Birthdays ……………………………….………..…………………..……. 8
What ’s Inside
PHHC’s vision is to be a leader in healthcare delighting customers by exceeding their definition of quality.
What’s on the Horizon for Professional Home Health Care
Patience. Those of us who provide home care to others need to be patient. Being patient means you understand that there may be changes in plans, things may not go as quickly as planned, and there may be a little hesitation at times on the part of the person receiving care.
Composure. Meeting personal care needs like dressing or using the bathroom can be highly uncomfortable. Learning to keep your composure when performing unpleasant tasks is a gift of dignity to anyone receiving this care .
Trustworthiness. Caregivers are often in a position that will allow them to have access to the belongings of the person they are caring for. It is critical that the caregiver be trustworthy and not breach that trust by taking advantage of the person her or she is caring for.
Empathy. Clients may feel embarrassed, frustrated or angry as they grow less able to manage their personal needs. Take a deep breath, step back and consider their perspective.
Dependability. Those who need home care don’t usually just need it sporadically. Rather it is on a regular basis, so it is imperative that a caregiver be dependable and show up to provide the care that the person needs and is counting on.
Important: Information in What’s on the Horizon is for general information purposes only and is not intended to replace the counsel or advice of a qualified health professional.
Diplomacy. Your tone of voice and body language say as much as your actual words. Prepare yourself mentally for challenging discussions or negotiations - sometimes for simple matters like meal or activity preferences - to help you communicate with dignity and
respect. Compassion. When someone has compassion for a client they have an understanding of what the person is going through. They usually also have empathy, making them want to help the person.
Attentiveness. It is important that the home caregiver is attentive to the needs and changes that are taking place. By being attentive the caregiver will be a good listener, and will notice when there are emotional or physical changes in the person he or she is caring for.
8 Traits Every Caregiver Should Have
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August 2016 Professional Home Health Care
ACHC Accreditation
What sets apart topnotch employees from the rest of the pack? Successful employees exhibit all or most of the following nine traits. How do you rate yourself in each of these areas? Set goals for yourself to improve in any areas that are lacking. 1. Be on time. Punctuality shows that you are
dedicated to your job and respectful of other people’s time. This includes not only arriving to work on time, but also meeting deadlines.
2. Respect your employer. Listen carefully to directions, be courteous and don’t interrupt. When concerns arise, discuss them calmly.
3. Communicate well. Be clear and concise with verbal and written conversations.
4. Show initiative. Volunteer to take on tasks or projects. Present ideas to improve customer service, solve problems or make tasks easier.
5. Don’t gossip. It’s not productive and can create a negative atmosphere and lack of trust.
6. Help others and be a team player. Give credit where it is due.
7. Act with integrity. Protect your reputation and that of your employer by acting honestly and ethically.
8. Be flexible. Change is inevitable. The ability to accept and adapt to changes makes everyone’s life easier.
9. Enjoy your work. Every job has its ups and downs. Focus on the positive and let your passion shine through.
PHHC “CUSTOMER SERVICE 2016” QUALITY IMPROVEMENT PLAN
Update # 4
The “PHHC Customer Service” Quality Improvement Plan for 2016 has been in place since March. Let’s see how we are doing. Below are the statistical results of the first 4 months of this new Supervisory process. Clients continue to give PHHC staff high ratings of 98-99% when questioned during the supervisory process. Here are the areas where we are excelling:
Clients felt respected by staff The plan of care was followed by staff
The aide communicated effectively with the client Client needs were met by the aide(s)
And here is an area of opportunity where we can still do better: Communication A few clients stated they were not notified of changes to their schedule in advance.
Field Staff be sure to call the office: • if you are running late. We will call the client so
they will be notified in advance. Office Staff be sure to: • call clients in advance to notify them of all schedule
changes. Those employees recognized by clients are listed in our Circle of Excellence membership on the next page. Is your name on this list?
Traits of a
Successful Employee
Professional Home Health Care
Circle of Excellence
Professional Home Health Care recognizes the following employees for their excellent customer service and creating a pleasant homecare experience For our clients.
Congratulations on a job well done! You make us proud!
Danielle is the Personal Care Coordinator of the Denver Branch and she has been with PHHC since September, 2015. She enjoys the people she works with as well as the awesome team at the Denver Office. She has a very large family and is the youngest of four, growing up in Arvada. Danielle loves being outdoors, hiking and biking and she loves the Denver Broncos. Her favorite food is cheese and she states that she could eat it all day long, every day of the week! Thank you, Danielle, for your commitment and dedication to PHHC.
Working with Difficult Clients At Professional Home Health Care, we have a broad range of clients, some of whom may be more challenging to care for than others. Difficult clients are not necessarily defined as those with difficult medical illnesses but rather those who are demanding, aggressive, and rude. Clients are difficult because they challenge our defenses, stretch our tolerance and patience, or demand much more of our time than we can give. It is possible to provide care to these difficult clients if you know what techniques to use. Following are some tips to use when caring for a difficult client. Maintain self-control – Never, never lose your temper! Losing your cool and giving in to emotion will only escalate the situation. Ask non-threatening questions – begin with “what” to find the root cause of the difficulty. Listen to your client’s reason for being difficult – Sometimes they just want someone to listen to them, even if the reason doesn’t seem important to you. Acknowledge the problem – repeat it back to the client to ensure understanding. Don’t argue – Justifying your actions will only escalate the situation and fuel the difficulty. Apologize – even if you think the client is wrong. Offer a solution to rectify the situation – If you can’t make things right, offer an alternative situation. Continue to act professionally –Always demonstrate a high level of professional competency. Analyze what caused the client’s behavior – Avoid repetition of the incident. Set limits on what you will tolerate – Saying “no” to a client is okay. Let them know when their behavior is inappropriate. While caring for a difficult client may not be the easiest, following some of these tips and approaching your clients with empathy and compassion will build a mutual trust between you and your clients making your home visits more enjoyable.
PLEASE SHOW YOUR
SUPPORT!
Go to the PHHC
Facebook page and
“like” us!
Don’t Fool Around with Fatigue
Fatigue plays a role in
many accidents and injuries, so recognizing its symptoms is important to protect yourself if your job includes risk of injury. Fatigue is feeling weary and tired, and lacking in energy. Chronic fatigue syndrome (CFS) is a disorder of relentless fatigue, but more often fatigue results from lifestyle issues like excess physical activity, jet lag, lack of physical activity, lack of sleep, medications, alcohol abuse, and unhealthy eating habits. Emotional stress, trauma, depression, and grief can also trigger bouts of fatigue. A list of fatigue symptoms can be found at http://www.cdc.gov [search: fatigue symptoms].
Answer: The letter M
I’m there once in a minute, twice in a moment, but never in a thousand years. Who am I?
GuruDhan has been with Professional Home Health Care since 2013 and previously before that for a few years. She has always gone above and beyond for both the company and our clients! GuruDhan is willing to pick up additional shifts when needed and is attentive to the specific needs of our clients that she sees. When GuruDhan is not working, she enjoys spending time with her family and likes to travel.
Thank you GuruDhan for everything that you do for PHHC!!
Alma Garcia-Lopez Mary “Connie” Cimato
received the Thank You Award for superb work
Joanna Fiebig received the Ray of Sunshine Award
for outstanding customer service
Machele Johnson received the Heart Warmer Award
for exceptional caregiving
Justina Sunderman received the Bright Light Award
for teamwork
Craig Haughland Elsa Guzman
received the Wow Award for impressing us by doing something
extraordinary
Boulder
PHHC Awards
PHHC Awards
Colorado Springs Employee of the Month
JESSICA AHUMADA
Angela Roe received the Bright Light Award
for teamwork
Samantha Sindelir received the Heart Warmer Award
for exceptional caregiving
August 2016 Professional Home Health Care
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Jessica Ahumada became a part of the PHHC family in May of 2016. She has quickly become a valuable asset to our office, and a cherished caregiver amongst our clients. Jessica exemplifies the greatest qualities of a Personal Care Provider, and we are very lucky to have her as a team member!
Congratulations and thank you, Jessica!
Employee of the Month GURUDAHN KHALSA
I.T. H
UMOR
Courtesy
of S
herry
Douglas,
Eri
c Wic
ks &
Toye Whit
e
PHHC Awards
Denver Employee of the Month
BETZABE CHAVEZ
Jennifer Koch, Lisa Coffin Eloisa Morales
received the WOW Award for impressing us by doing something Extraordinary
Lindsay Deibert, Brittany Bogner
Vivian Giacullo, Jane Gregory received the Peer to Peer Award
for recognition by co-workers
Teresa Corson, Tara Epperson Tammy Griffith, Jennifer Dautricourt
Amber Prim received the Heart Warmer Award
for exceptional caregiving
Meghan Lais received the Ray of Sunshine Award
for outstanding customer service
Jonny Flood received the Bright Light Award
for teamwork
Brenda Campbell, Cinthia Diaz Gina Fernandez, Cynthia Lozano
Stacie Morales, Cathy Hoard received the Thank You Award
for superb work
Longmont Employee of the Month
DOMINIC GUTIERREZ
August 2016 Professional Home Health Care
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Hired in 2006, Nick started his career as CNA at a CNA school that our company had back in the day. He is now part of our full-time CNA team. Nick will always serve as our example of what makes a great CNA – he is calm, capable, dependable, and compassionate. He has a new ride, the best we have seen, and dogs and grand-kids are a major part of his life. Nick is also a civilian minister to prisons and finds great calm in his life from his beliefs.
Thank you Nick – we appreciate you!
This month the Denver branch would like to nominate Betzabe Chavez for employee of the month. Betzabe has been with PHHC as a CNA since March, and has done an amazing job in her short time here. One reason Betzabe decided to become a CNA was after her daughter was in a terrible car accident and Batzabe took care of her the whole time. The Denver office continues to receive compliments on Betzabe’s caregiving, saying she is one of the sweetest and most caring people working for us. Betzabe has been an all-star to work with, always willing to pick up, and cover shifts of her peers. Betzabe’s favorite food is chile rellenos and her favorite candy is M&M’s.
Thank you for everything you do Betzabe, keep up the amazing work!!!
Eric Wicks received the WOW Award for
impressing us by doing something Extraordinary
Sherry Douglas received the WOW Award for
impressing us by doing something Extraordinary
CORPORATE PHHC
Awards
Jason Winslow received the WOW Award for
impressing us by doing something Extraordinary
PHHC Awards
PHHC Awards
Pueblo Employee of the Month
DANIEL MUNIZ
Alicia Martinez received the Heart Warmer Award for
exceptional caregiving
Raquel Gallegos received the Bright Light Award for teamwork
Cathy Martino received the Ray of Sunshine Award
for outstanding customer service
Oscar Loveless Lori Kuhlman Kathy McMillin
received the Peer-to-Peer Award for recognition by co-workers
August 2016 Professional Home Health Care
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Daniel is a long time Puebloan, worked as a CNA, left to pursue Real Estate licensure, and now is back part-time. Daniel exhibits a professional and courteous demeanor and clients appreciate his efficient and caring attention. He is always willing to help fill in the schedule when needed. He even serves as secretary/receptionist in the office in an emergency! His wife is an elementary school teacher, teaching third grade. They have two children, Daniel, Jr. and Olivia. If you need property or a house in Colorado, or want to sell the one you own, call on Daniel at Keller Williams, and he’ll give you the same care and attention he gives his customers at PHHC!
Thank you, Daniel, for all you do!
Thank you for your years of service!
Glad you are part of our team.
Happy Anniversary! Service Years
Nick DeHerrera
Boulder, 15 years! Tim Watkins Pueblo, 14 years! Jamie Ayala Pueblo, 13 years! Anne Cohan Denver, 8 years! Elizabeth Huff Boulder, 8 years! Anthony Strzelec Longmont, 8 years! Christina Trujillo Pueblo, 7 years! Loretta McCloskey Denver, 5 years! Jeanny Sopacua Colorado Springs, 5 years! Daniela Garcia-Nunez Boulder, 5 years! Michelle Ambute Denver, 5 years! Jason Winslow Longmont, 5 years! Dayna Hendrix Pueblo, 5 years!
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August 2016 Professional Home Health Care
Best Wishes for a Wonderful Day!
Longmont Tiah Keefe
Josephine Sena Ruth Hernandez
Pueblo
Julie Rodriguez Patricia Armijo
Andrea Baca Rachel Pourciaux
DeeAnn Heblinger
Boulder Theresa Molina
Rebecca Delaney Machele Johnson Mabel Audette
Rosa DeSantiago Nina Meyers
South Denver
Olga Borukhova
Colorado Springs Lanita Adamic Laura Flores Vicky Steere