February, 2011
Welcome to University of Minnesota Amplatz Children’s Hospital
where together, we transform the health of children
Caring for children has a
long history at the University of Minnesota Medical
Center.
1905, Mrs. A. Elliot bequeathed money in her will
toward building a university
hospital in memory of her
husband, Dr. A. Elliot. Four
years later, a temporary
university hospital featuring
24 beds opened and was
used until the 108-bed Elliot
Memorial Hospital, providing
health care for adults and
children, was completed in
1911.
During the mid 1930s, much
was happening in cardiology
and cardiac surgery at the
University of Minnesota and
Dr. Dwan established the
first pediatric cardiology
unit. In 1944, the Variety
Club initiated a fund drive
for Dr. Morse Shapiro’s rheumatic fever treatment and
research program. By 1951,
the Variety Club Heart Hospital was completed and
provided services for both
adults and children, including
a 40-bed pediatric unit with
a playroom, classroom and
an auditorium.
Hospital care for children at
the University of Minnesota
continued to be provided in
the Variety Club Heart Hospital, Children’s Rehabilitation Center and the Mayo
Hospital until 1986 when
major hospital services were
consolidated to a new, stateof-the-art building. The new
hospital featured three general pediatric units, a neonatal intensive care unit (NICU),
a pediatric intensive care
unit (PICU), a child and adolescent psychiatric unit, a
pediatric bone marrow
transplant unit and a full
array of affiliated specialty
clinics. The name of the combined clinical areas for children at this time was University-Variety Hospital for
Children.
quality pediatric care and
opened a dedicated pediatric unit in 1955. Two years
later, Fairview became the
first general hospital in Minneapolis to offer special
mental health and rehabilitation facilities for these services and today has become
a leader in mental and behavioral health care for children and adolescents. In
1962, the hospital introduced a new adolescent/
young adult unit, the first of
its kind in the Upper Midwest.
In 1997, the University of
Minnesota Hospital and Clinics merged with Fairview to
become Fairview-University
Medical Center and Fairview-University Children’s
Hospital. In 2005, the hospitals were renamed: FairviewUniversity Children’s Hospital
became University of Minnesota Children’s Hospital,
Fairview.
Across the Mississippi River,
Fairview was also providing
Relocating to One Campus on the West Bank
Demand for our care was
exceeding our capacity in
our current facilities. University of Minnesota Amplatz
Children’s Hospital will open
a new innovative facility for
mothers and children in
spring, 2011. This new facility will provide patient- and
family-centered care in more
than 50 pediatric and maternal services in one location.
Inside this issue:
DR. KURT AMPLATZ
2
AMPLATZ CULTURE
3-4
PATIENT AND FAMILY CEN-
5
TERED CARE
STANDARDIZED COMMUNICA-
6
TION
ON-STAGE AND OFF-STAGE
7-8
PRACTICE
PASSPORT TO DISCOVERY
9-11
AMPLATZ SECURITY
12
Caring for Mothers and Children on One Campus
University of Minnesota
Amplatz Children’s Hospital
is more than a building …
it’s about caring for mothers
and children. By consolidating on a single campus
we can greatly enhance the
patient-and-familycentered experience.
The Riverside campus will
house:
Consolidating services on
one campus has given us the
The Birthplace
Neonatal Intensive Care
Pediatric Intensive Care
opportunity to thoughtfully
recreate how we want to be
and act.
Behavioral Child and
Adolescent Services
Inpatient Units
Pediatric Specialty Clinics
Pediatric Kidney Center
Pediatric Sedation/
Observation Unit
The Pediatric Emergency
Department
World-Class Academic Medicine
Our physicians,
nurses and
researchers not
only deliver the
latest
innovations,
they create
them.
The University of Minnesota
Amplatz Children’s Hospital is
Minnesota’s only children’s
hospital that is part of an
Academic Health Center. It is
home to one of the nation’s
top 20 pediatric research
programs. The University of
Minnesota is known for innovative approaches and numerous medical firsts in medical science. The partnership
of Fairview and the University of Minnesota Department
of Pediatrics brings research
discoveries into direct care of
patients at Fairview hospitals
and clinics. Together, we
have contributed to medical
breakthroughs and successful
patient outcomes. Our physicians, nurses and researchers
not only deliver the latest
innovations, they create them.
Dr. Kurt Amplatz, Medical Device Pioneer
Dr. Kurt Amplatz was a former
University of Minnesota professor and medical device
pioneer.
Dr. Kurt Amplatz, a professor of Radiology for 40 years, joined the University of
Minnesota in 1957 and retired in 1999.
A pioneer in the use of noninvasive techniques, he holds more than 30 patents.
The most famous of the many lifesaving
medical devices and procedures he developed is a tiny device used to repair a
congenital heart defect in children and
adults. It replaced open-heart surgery as
the treatment of choice for many thou-
Page 2
sands of patients.
Caroline Amplatz, J.D., gave a gift of $50
million in honor of her father. In recognition
of the gift, the new facility is named the University of Minnesota Amplatz Children’s Hospital. She has recently donated $11.2 million
to renovate the Behavioral Child and Adolescent inpatient unit.
Children’s Hospital Culture is based on Fairview’s Vision and Core Values
Fairview Mission
Fairview Vision
Our mission is to improve the
health of the communities we
serve. We commit our skills
and resources to the benefit
of the whole person by providing the finest in health
care, while addressing the
physical, emotional and spiritual needs of individuals and
their families. We further
pledge to support the research and education efforts
of our partner, the University
of Minnesota, and its tradition of excellence.
Our vision is to be the best
health care delivery system
for America, in partnership
with the University of Minnesota.
Fairview’s Values
Our core values are Dignity,
Integrity, Service and Compassion.
University of Minnesota
Amplatz Children’s Hospital
Vision
Together, we transform the
health of children.
University of Minnesota
Amplatz Children’s Hospital
Purpose
By working as one health
care team centered on our
patients, University of Minnesota Amplatz Children’s
Hospital along with the entire Fairview system will
create exceptional care
experiences for children and
their families in Minnesota
and around the world.
To bring hope and healing to
the children and families we
serve by caring for one child
at a time, while advancing
education, research, and care
on behalf of all children.
Our Beliefs
•
The child comes first.
•
The child and family are the drivers of decision making.
•
Families are the child’s primary strength and support and are key partners in the
interdisciplinary health care team.
•
Education and research are critical to the care we provide. We continually drive
to discover new knowledge that directly and positively impacts the care we provide.
•
All care is developmentally and culturally appropriate.
Our Guiding Principles
We deliver an exceptional and seamless patient and family centered experience.
We value, champion and live team-based care. We are ONE interdisciplinary health care team.
We embrace the spirit of children.
We research to discover and deliver leading-edge treatments and cures for every child we serve.
We educate the current and next generation of pediatric medical professionals.
We are an academic pediatric health care system. We are known for highly specialized pediatric care locally, nationally, and internationally.
We serve our local communities as their community hospital.
We embrace a culture of quality and performance excellence and use measurement and meaningful data to drive improvement.
We use our resources effectively to improve quality and patient experience while reducing the overall cost of care to our
patients and their families.
Page 3
What Can You Do to Make the Amplatz Culture Tapestry Come Alive?
Centered Care
Healing & Sustainable
Health Care
the Spirit of
Children
Environment
Team
Excellence
Personalized
Care
Embrace
ONE
Thrive on
Patient and Family
Patient and Family Centered Care
Provide care based on the core principles of patient and family centered care, and the developmental stages of the child.
Build thoughtful, meaningful initial interactions with patients and families (“First Contact”).
Embrace the Spirit of Children
Personalized Care
Involve children in their care and healing.
Value the uniqueness of each child.
Encourage play, fun, creativity with patients and team
members.
Recognize the whole child through “My Story” - they
are not just a diagnosis.
Thrive on Excellence
Healing and Sustainable Environment
Support efforts aimed at research, education, service,
and child advocacy.
Be accountable to improve and to provide the highest
level of care.
Greet each person you meet.
Monitor conversations with each other (on-stage/offstage); use the phrase “let’s take this off-stage” to
preserve the healing environment.
Keep the environment quiet and clean.
One Healthcare Team
Respect and Promote each member of the team and collaborate to provide care and service.
Say “thank you” to acknowledge your fellow team members.
Work together to provide seamless transitions and handoffs between team members.
Page 4
Patient and Family Centered Care
What matters in health care?
It is always people and how
they communicate and show
respect for one another.
Providing care that is based
on how our patients and
families want to be treated
and involved is the center of
our care philosophy at University of Minnesota Amplatz
Children’s Hospital.
What is Patient-and-FamilyCentered care?
An approach to the planning, delivery, and evaluation of health
care that is grounded in mutually beneficial partnerships
among health care providers,
patients and families. Patient-and-Family-Centered
care involves working WITH
patients and families, rather
than doing things TO or FOR
them.
Guiding Principles
Our beliefs around Patientand-Family-Centered Care
are the basis of these four
core principles. Dignity and
Respect, Information Sharing,
Participation, and Collaboration.
We will be implementing all
of these core principles in
Amplatz.
Research has
shown that this will: improve
patient safety, reduce errors,
decrease rates of morbidity
and mortality, lower risks of
malpractice lawsuits and enhance patient satisfaction
with their care.
Developmental Stages: Understanding Children
Keeping human development
knowledge in mind will help
you deliver excellent care.
“Kids need more than medicine to get well” and we can
nurture children, by better
understanding their world
and childhood milestones.
When working with children
you should keep in mind:
children absorb the world
through their senses - touch,
sight, sound, smell and feel.
All children learn by observing and have highly developed non-verbal skills. Children experience stress and
pain and fear the unknown
and being separated from
loved ones. . How children
manage these fears is
shaped by their personality
and temperament, age, and
life experiences.
Get Well Network
The Get Well Network is an interactive system that supports Patient and Family Centered Care that will be implemented in the
South Building. This new and exciting technology uses the television in the patient room to
bring entertainment, education and engagement to the bedside. Not all features will be
available initially and will gradually be
phased in.
Page 5
Play is an important part of
a child’s world - it is their
work. Play supports their
learning and validates what
they understand and allows
for imaginative exploration.
Children live in the now - in
the present moment. Each
child has a unique personality
and will want to be known as
who they are. Children want
and need respect and courtesy.
Standardized Communication
To support our focus on Patient and Family Centered
Care, Fairview has implemented a number of communication strategies to enhance
the collaboration of the
“inter-professional” team in
order to improve the patient
experience. Using these communication tools will build
collaborative relationships
and trust between the patient
and their healthcare team. It
will help patients understand
what is happening and what
they can expect, and will
lead to more effective patient handoffs and better
patient outcomes. It also
strengthens the collaboration
between disciplines.
LEAD
SBAR
We use SBAR for all patient
handoffs to communicate
critical information and critical events.
Sometimes despite our best
efforts we do not meet patient expectations. All staff
should feel comfortable using
LEAD as a service recovery
effort.
AIDET
ROUNDING
AIDET is a powerful tool used
to create effective communication between patients and
their healthcare team member(s). We use AIDET to introduce ourselves and our
team members, and help give
patients information on what
the plan is and what they can
expect.
Rounding is checking in with
patients at regular intervals
to make sure their needs are
being met. There are different levels of rounding conducted by different health
care team members focusing
on patient needs, satisfaction
with care, and communication
with patients and families for
what the plan of the day and
goals for discharge are.
AIDET
SBAR
Five Steps to Effective Patient Communication
Situation
A
=
Acknowledge the patient
I
=
Introduce yourself
Background
D
=
Duration
What is the clinical background
or context.
E
=
Explanation
T
=
Thank you
What is going on with the
patient?
Assessment
LEAD
What do I think the problem is?
Recommendation
What do I recommend?
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Service Recovery
L
= Listen
E
= Empathize
A
= Apologize
D
= Do (act)
Our New Hospital
The new hospital was designed using principles that
emphasized achieving a safe,
efficient, and high quality
environment. Input from children and families and teams
of doctors, nurses and other
clinicians helped us build a
hospital that incorporated
Lean principles, evidencebased practice, and safety
focus into the design.
Our new hospital has decentralized team stations; 96
private same-handed patient
rooms with designated zones
(caregiver, patient and family); standardization whenever possible; visibility of
patients; and daylighting to
create a facility that supports
safety for both patients and
staff. We also have a sedation/observation unit, Kidney
Center, a new pediatric
emergency department, an
expansion of both our radiology department and surgical
suite, as well as a family resource center, gift shop and
underground patient/visitor
parking.
An engaging and interactive
interior design, called
“Passport to Discovery,” celebrates the international and
cultural diversity of the population we serve.
Animals
serve as “story tellers” to
enlighten patients and visitors
about geography, ecosystems, sustainability, and mile-
stones in scientific discovery.
The new South building was
designed using LEED principles (Leadership in Energy
and Environmental Design).
The design, construction and
planned maintenance of the
hospital make it a truly
“green” hospital.
Our new hospital design allows us to build into our practice the “on-stage/off-stage”
concept. This concept enables us to separate the “onstage” public areas and the
“off-stage” service areas.
On-Stage and Off-Stage Practice
The “on-stage” and “offstage” principles are based
on Fairview’s goal of an exceptional patient experience
and the Disney model of offering excellent customer
service.
“On-stage” and
“Off-stage” principles are to
be used by all employees,
staff, physicians and volunteers at the University of Minnesota Amplatz Children’s
Hospital.
that are designated spaces
for our patients, families and
guests. The staff corridors
and work rooms will be the
off-stage place where meetings, breaks, moving equipment and supplies will occur.
Patients will discouraged
from entering the off-stage
areas.
What is on-stage/off-stage?
• Be aware of your surroundings.
Notice if someone
needs assistance.
On-stage: is any place that
you can be seen or heard by
patients/families/guests and
any public space.
On-stage Behaviors
Greet People
• Make eye contact as appropriate.
Off-stage: is space designed
for staff/employees/
volunteers job functions, flow
and self-care.
• Use your on-stage voice,
professional, clear, quiet
and friendly. Ask, “How
may I help you?”
There are public spaces and
external corridors (on-stage)
• Guide people to their destination.
• Be present.
Be profes- • Keep the patient in conversasional. Follow the policies for tion when appropriate. No
dress, appearance, and use talking over the patient.
of name tags.
• Remind each other by saying,
Conversations
“Let’s take this conversation
off-stage.”
• Monitor conversations.
Speak as if you were being Computers/Phones/Personal
recorded. No confidential Electronic Devices
or business conversation in
• Computers in the on-stage
public on-stage areas.
patient areas are for patient
• Remember/know profes- care and are not to be used
sional boundaries. No per- for personal business or pleassonal information given ure.
where it can be overhead
• Cell phone/Personal Elecby others.
tronic Devices may be used as
• Employees speak English in a business/work tool as dipublic areas. Be inclusive. rected by your area.
Do not have conversations
with others in another lan- • No ear buds or iPods for
guage that could be exclu- staff in on-stage areas.
sive of others.
(continued on page 8)
Page 7
On-Stage and Off-Stage Practice (continued)
Food & Drink
• Staff are welcome to purchase items in the coffee
shop and enjoy them in offstage areas.
• Food will be kept and consumed in off-stage areas.
The cafeteria, automat or
vending areas, staff lounges
and break rooms, meeting
rooms and private offices
are designated areas for
food.
• Food will not be permitted
at the lobby information
desk or in any reception
areas dealing directly with
the public.
• Staff will always use the
staff elevators, not the public elevators, when carrying
food or to access units.
• Beverages must be transported in a proper container
with a closable lid.
Each employee, physician,
staff and volunteer at University of Minnesota Amplatz
Children’s Hospital must take
a personal responsibility to
be present for patients, act in
a professional manner and
support the on-stage behaviors when in patient and family areas.
• All staff are responsible for
keeping the environment
free of clutter and litter.
Central Core Principles
“ The central core
will be used by all
patient care, medical
staff, students and
support services for
accessing the units.”
What is the central core? The
central core is used as a thoroughfare for the movement
of staff and supplies. Its use
will create a healing environment and minimize patient
and family disruption. The
central core is a safe offstage area and will be off
limits for patients and families. Except for designated
equipment alcoves and storage areas, the central core is
not a storage area.
Expectations for Central
Core Usage
The central core will be used
by all patient care, medical
staff, students and support
services for accessing the
units. All staff with equipment should minimize time
spent in patient corridors.
Equipment should only in the
patient corridor when it is
actively being used. It should
also be quiet (no noisy
wheels) and kid-friendly,
clean and pleasant in appearance.
We embrace these guiding
principles for how to best use
the central core of the Amplatz facility in support of our
exceptional patient and family experience.
Amplatz Environmental Design and Maintenance
The Environmental Design
sub-group of the Amplatz
culture committee has worked
to develop guidelines to
maintain a healing environment that is patient-andfamily-centered, pleasant,
appealing, uncluttered and
quiet. These guidelines also
address our work areas with
the goal of creating an environment that is healthy for
Page 8
staff as well.
To support our environment
make sure equipment is
stored in designated areas,
and keep your personal belongings stored neatly in a
locker, closet or drawer.
Have food in designated
areas only. Bring to the attention of facilities any furnishings that are in need of
repair, and practice noise
control. Staff conversations
that could negatively affect
the patient care environment
are to be controlled. Keep
staff-to-staff conversations in
the staff corridor as much as
possible.
For more information about
the environmental design
maintenance guidelines
please talk to your supervisor.
Page 9
Page 10
Page 11
Visitor Badge Colors
Children under 6 years of age will receive a purple sticker.
Children’s Security
University of Minnesota Amplatz Children’s Hospital environment is designed to protect our most vulnerable patients, and promote a safe
and secure environment for
our patients, staff and visitors. Security measures have
been created to provide a
high level of security while
still taking into consideration
our commitment to patientand-family-centered care.
building which will allow us to
maintain a secure environment. If your badge is not
activated properly for your
job position, contact your
manager for assistance.
Staff Access
Your badge is your key to
access areas in the South
building. Staff with primary
responsibility in the South
building will be issued a children’s hospital badge. Staff
will be given access to all
locations in the South building, with the exception of
restricted areas. There are
numerous card readers and
access points in the South
A security officer will be located by the public elevators
to ensure everyone has been
issued an ID sticker.
When traveling in the South
building staff should always
use the “staff designated”
elevators. These elevators
are restricted from the public.
Out-patients going to the 9th
or12th floor of the East
building and coming into the
South building lobby from the
Amplatz garage will not be
issued an identification
badge.
Visitor Access
Parent/Guardian Process
All visitors will be given a
photo identification sticker in
the South lobby, ED or Birthplace.
Visitors entering
through the South lobby will
be required to check-in and
show a photo ID. For visitors
without a photo ID, they will
be manually entered into the
system and a photo ID will be
issued. Visitor identification
stickers will be color-coded
for the area they are visiting.
When a child is admitted to
the hospital parents and
guardians will be issued a
photo identification sticker.
They will also be given an
access badge to the unit
where their child is admitted.
Parents and guardians of
long-term patients will be
issued a photo ID and access
badge from the parking office.
Page 12
Protecting our
most vulnerable
patients.
Pediatric Codes
Recognizing emergency response creates
stress for our patients, families and guests we
are implementing a new process. All pediatric Code Blues will be silent in the children’s
hospital. The Pediatric Code Blue Team will
respond to all pediatric codes in the South
building, specialty clinics and pediatric behavioral units.
The University of Minnesota Physicians Response team will respond to non-life threatening situations in the specialty clinic locations.
The Pediatric Rapid Response Team (RRT) will
respond to all other non-life threatening
situations in the South, East and West build-
ings.
Dial 888 for Emergencies
To initiate an Adult Code Blue response
Dial 888. Inform the operator of the
location and situation. The Adult Code
Blue will be announced overhead.
Simple Rules to Live By
•
Communicate the vision to patients, families and team members.
•
Greet each person you meet and make eye contact, as appropriate.
•
Refer to the patients by name, not diagnosis.
•
At the end of each patient and family interaction, ask: “Is there anything else I can do
for you?”
•
Hold team members accountable by saying “let’s take this off-stage” to preserve the
healing environment.
•
Keep the environment quiet and clean.
•
Constantly think of ways to improve our care and service to patients and families bring your ideas forward.
•
Acknowledge all team members equally and respectfully.
•
Remember that kids want to have fun.
Page 13
FAIRVIEW
2450 Riverside Avenue South
Minneapolis, Minnesota 55454
Phone: 888 - KIDS - UMN
(888-543-7866)
We are on the web
www.uofmchildrenshospital.org/
Partners in Care
At University of Minnesota
Amplatz Children’s Hospital
and our affiliated clinics, our
passion for children and their
health transforms pediatric
medical research breakthroughs into cures and care
for children worldwide.
Everyday, we hear from patients and families who are
grateful for their experience
with our physicians, nurses,
residents, and staff. Often
these families are searching
for ways to say thank you
and to help ensure that other
children will benefit from the
same exceptional care.
Making a philanthropic gift
often offers donors an op-
portunity to heal or provides
a sense of hope and empowerment that a disease has
sometimes taken away from
them or their family. Philanthropy supports healthcare,
medical research, and medical education while improving
the quality of care received
by all patients. One gift can
touch thousands of lives.
Now, through our Partners in
Care program, families have
easy access to opportunities
to share their gratitude.
Caregivers at Amplatz Children’s Hospital and our affiliated clinics can refer interested patient families to the
Minnesota Medical Founda-
tion to learn more about philanthropic opportunities.
Partners in Care is a collaboration of the Minnesota Medical Foundation, University of
Minnesota Physicians, Fairview
Health Services, and Fairview
Foundation.