1. Introduction 3.03 Understand support services Introduction

2. Support Services 1. 1. Create a therapeutic environment to provide patient care 2. 2. Develop and implement Healthcare administration Quality control Compliance regulations 3.03 Understand support services2

3. Support Services 3. 3. Maintain a clean and safe environment 4. 4. Manage resources 5. 5. Maintain an aesthetic environment 3.03 Understand support services3

4. Support Services 1. Create a therapeutic environment to provide patient care A healthcare environment is therapeutic when it: Supports clinical excellence in treatment of the physical body Supports psycho-social and spiritual needs of patient family staff 3.03 Understand support services4

5. Support Services A healthcare environment is therapeutic when it: Produces measurable positive effects on patients’ clinical outcomes staff effectiveness 3.03 Understand support services5

6. Provide for Healthcare Administration Provide for Healthcare Administration Develop plan to achieve agency goals and objectives Develop plan to achieve agency goals and objectives Develop policies and procedures Develop policies and procedures 3.03 Understand support services6

7. What do healthcare administrators do? What do healthcare administrators do? Coordinate activities between departments, outside agencies and contractors Coordinate activities between departments, outside agencies and contractors Provide new services in the agency as needed (training programs, new positions, new equipment, repair equipment, etc) Provide new services in the agency as needed (training programs, new positions, new equipment, repair equipment, etc) Provide a program for employee recognition Provide a program for employee recognition 3.03 Understand support services7

8. Measure and Improve Quality Measure and Improve Quality Monitor customer satisfaction (i.e. after discharge surveys mailed home) Monitor customer satisfaction (i.e. after discharge surveys mailed home) Provide standardized support to departments Provide standardized support to departments Determine cost effectiveness of alternative methods (cost control of supplies) Determine cost effectiveness of alternative methods (cost control of supplies) Assure quality management. Assure quality management. 3.03 Understand support services8 Quality

9. Customer Satisfaction is HUGE!! Healthcare organizations collect satisfaction data for several purposes: Healthcare organizations collect satisfaction data for several purposes: Accreditation Accreditation Quality Assurance Quality Assurance Medical Groups Medical Groups 3.03 Understand support services9 Customer Satisfaction Report

10. Monitor Compliance Monitor Compliance 1 - “Obey the rules” Codes of ethics Codes of ethics Legal, regulatory, and accreditation standards/codes Legal, regulatory, and accreditation standards/codes Hazardous materials management Hazardous materials management Safety and building regulations Safety and building regulations 3.03 Understand support services10

11. Agency Operations Monitor Compliance Monitor Compliance 2 - Coordinate Emergency Preparedness Plans physicians physicians departmental managers departmental managers outside agencies outside agencies 3 - Inspect buildings and grounds 3.03 Understand support services11

12. Aesthetics of Physical Environment What does “aesthetics” mean? Aesthetics of Physical Environment What does “aesthetics” mean? 3.03 Understand support services Pertaining to emotions in relation to the sense of beauty

13. Aesthetics of Physical Environment Patients are often afraid and confused. These feelings may slow their recovery. Hospital stay should be non-threatening comfortable 3.03 Understand support services13

14. Aesthetics of Physical Environment The interior design of the healthcare agency should be based on facilities mission (what kind of agency is it?) patient profile (what age of patients mainly go there? Children?) 3.03 Understand support services14

15. Aesthetics of Physical Environment What do you think about when designing an “aesthetically pleasing” environment? Coordinate selection of facility finishes and furnishings Coordinate selection of facility finishes and furnishings Participate in development of design and construction plans Participate in development of design and construction plans Analyze the therapeutic and functional aspects of color décor and furnishing Analyze the therapeutic and functional aspects of color décor and furnishing 3.03 Understand support services15

16. Aesthetics of Physical Environment Provide accessibility through appropriate directional aids Provide accessibility through appropriate directional aids Maintain a clutter free environment Maintain a clutter free environment Maintain facility in good repair Maintain facility in good repair Present products and services in a quality manner Present products and services in a quality manner 3.03 Understand support services16 X-ray Laboratory

17. Aesthetics of Physical Environment Use familiar and culturally relevant materials Use cheerful and varied colors and textures Use natural light wherever possible and color-corrected lighting in interior spaces that do not have natural light 3.03 Understand support services17

18. Aesthetics of Physical Environment Provide views of the outdoors from every patient bed; pictures or murals of nature scenes if outdoor views are not possible Design a “way-finding” process to allow for ease in getting to a destination and returning 3.03 Understand support services X-ray Laboratory 18