Beyond the Biomed Shop Walls: How the biomed technician affects the patient experience Carol L. Wyatt

1 Baylor Health Care System and Scott & White Healthcare merged in 2013 HTM supports 24 hospitals and over 300 clinics throughout Texas 110,000+ assets worth over $1.1 billion

2 Master of Public Administration Bachelor of Arts, History Associate of Arts, Biomedical Medical Technology Medical Equipment Repairer Course, Basic and Advanced CBET and CHTM Published in AAMI News, BI&T and 24x7 Served on several national, state and local boards Baylor Scott & White since 2005

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4 Objective 2 or 3 AHA moments 2 or 3 takeaways 2 or 3 hearty laughs

Beyond the Biomed Shop Walls: How the biomed technician affects the patient experience

Inspection Stickers 6

7 Inspection Sticker have power

8 Faith & Trust of the clinicians and patients Confidence in preventive maintenance program Confidence in our techs Confidence from Executive Leaders Confidence from our Mothers! Stewardship

9 Medical Equipment Management Program (MEMP) The way we do business The Joint Commission states Healthcare Technology Management department will have a MEMP MEMP should be written to reflect TJC/CMS standards and regulations for medical equipment maintenance

10 Medical Equipment Management Program (MEMP) As of December 2013 Joint Commission aligned with CMS regulations Inventory all medical equipment regardless of ownership Follow manufacturer’s PM recommendations Obtain manufacturer’s maintenance recommendations Identify high risk equipment in the inventory Revise and review your MEMP and HTM policies to reflect TJC/CMS regs Maintain and monitor the credentials of all individuals providing service

11 Environment of Care (EOC) reports Our report to the hospital on how we are doing Self reporting on our performance indicators

12 Training of our technicians On the job training and mentoring Vendor training Webinars (Thank you TechNation) Self study

13 Competency checklists Checklist reflects manufacturer’s PM recommendation Checklist for in-services Preceptors are vendor trained

14 Questions?

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The HTM professional supports every piece of medical equipment and more in the hospital Based on # of tech and # of equipment it could average anywhere between pieces or more We can’t been everywhere How can we possibly keep track of every piece of equipment all the time? We Can’t! 16

HTM Professionals are underdogs We are outnumbered 17

18 We have to rely on our assistants Nurses and patient care technicians EVS/Housekeeping Engineering Safety and Risk Management Everyone in the hospital

We adjust our attitude 19 How?

We deputize everyone in the hospital Make it easy Say Thank You! 20

21 Questions?

22 The Biomed Tech

23 Biomed skills Customer service skills Networking skills Perfect networking technician Perfect biomed technician Perfect customer service technician

24 Biomed skills Customer service skills Networking skills Perfect technician

25 Biomed skills Customer service skills Networking skills

Start with the right talent 26

27 Hire Strong! Balance of skills Heart and soul Passion and compassion

28 On boarding: Make the new tech feel welcome Match the new tech with a buddy Talk to your technicians also known as rounding Identify training needs in-services vendor training mentorship We must get the techs engaged

29 Passion

30 Not every tech has a story We have to get buy in We have to show purpose

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33 Invoke emotion

34 Engage the technicians Rounding - talk to the techs Listen to their ideas Follow through on ideas Encourage feedback Encourage innovation

35 Dedicated to the health and well-being of individuals and communities entrusted to our care. To improve the health of the people in the communities we serve. Baylor Scott & White Health exists to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing.

36 Concentrate on the task Focus on the mission

37 Dedicated to the health and well-being of individuals and communities entrusted to our care. To improve the health of the people in the communities we serve. Baylor Scott & White Health exists to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing.

38 How the biomed technician affects the patient experience The atmosphere of the biomed office is carried by the techs to the departments Engaging clinicians to assist with medical equipment services fosters ownership The stickers foster confidence from the clinician staff Conduct purposeful and meaningful rounds Capture the hearts of the technicians

39 Avoid delays in patient care Protect revenue Make the hospital a nice place, pick up trash, clean bathroom counter tops Hold the elevator Make eye contact Understand that every one carries a burden

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41 We have been out of the basement for a long time We have been effecting the patient experience for a long Now we know how to leverage our power and stewardship

42 Questions?

43 Always be yourself Unless you can be a border collie, then be a border collie