Patients Are in Good Hands at Northern Dutchess Hospital

Rhinebeck, New York is home to the small, yet strong endoscopic team at Northern Dutchess Hospital. The NDH team has found ways to add personalized touches that make every patient’s visit easier to tolerate. The physicians, nurses and nurse technician have all helped to create a winning atmosphere for the patient using a team approach. The team met to evaluate ways they could run the unit more efficiently and strive to make the priority of patient care an ongoing effort. A patient satisfaction survey was created producing suggestions from patients requesting some creature comforts now provided automatically by the hospital. Breakfast served after their procedure, warm blankets, soothing classical music or music of one’s choice are all special touches that have been incorporated to make the patient feel more comfortable. They feel so comfortable, some patients have even helped when it comes time to decorate the unit’s Christmas tree during the holidays; it’s truly a family atmosphere.

The team also works to keep current in the endoscopic field by attending continuing education classes regarding latest advances. They are cross-trained in ambulatory surgery, pain management and the recovery room.

Doctors in the area are comfortable referring their patients to the team at NDH because they know they will be in good hands. Patients enjoy the friendly and dedicated service that the team provides. With this combination of trust by doctors and quality care by the endoscopy team at Northern Dutchess Hospital, everybody wins!

Pictured Back Row, Left to Right: Virginia Moore, RN, Eileen O’Connell, RN, De Russo, RN endoscopy charge, Phebe Hanaburgh, LPN, Liz Mazzarella, RN, Pim Bomrungchati, surgery technician. Front Row, Left to Right: Toni Kompass, RN, Gail Richardson, director of surgical services, Irene Kelsey, RN, Gwen Kress, RN. Not pictured: Zina Matera, RN

Byrne Medical salutes cover All Stars, Northern Dutchess Hospital endoscopy team, for their hard work and commitment to exemplary patient care. The team will receive a commemorative plaque in celebration of their EndoNurse All-Star recognition.

The team is also trained extensively in the five fundamentals of a patient interaction to ensure every patient receives consistently excellent care. The endo leaders round daily on patients and team members, identifying opportunities for improvement. Since Clark Memorial is a learning organization, in-house training sessions, annual symposiums, and quarterly leadership institutes provide educational opportunities to improve medical, and leadership and interpersonal skills and focus on 90-day goals for the department.

“This may sound like we are very serious, but that is not true,” says Carolyn McKee, clinical manager and educator. “We routinely celebrate department wins with parties and picnics. We interact more like friends than co-workers.”

Clark Memorial Hospital prides itself on rewarding and recognizing its teams. The endoscopy leaders send thank you cards every week to team members who deserve extra recognition and fill out “WOW” cards to honor someone’s extra effort to help a patient.

As a result of their efforts, the turnover rate in the department was less than 1 percent in 2003 and the team member satisfaction scores are one of the highest in the hospital, 3.6 out 4.0.

However, it is patient satisfaction where the department really excels. Over the past three years, they have had an average patient satisfaction ranking of 92 percent. In the last quarter, they achieved a 98 percent.

“We just choose to have a good attitude every day and treat our patients as if they were our own family,” says Smith. “I am very proud of the success of our team. And that’s what makes our team stars!”

Seated, Left to Right: Pauletta Smith, Laura Hoffman, Lisa Day. Standing Left to Right. Carolyn McKee, Sandy Kapso, Monty Stewart, Lorelle McWilliams, Revelle Hancock, Dena Morin, Vernon Eldridge, Kathy Baumgartle, Shawnee Goodman, Heather Manns, Carol Gootee.

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