SOUTH KINGSTOWN – “Caring for patients with a terminal illness or a complicated diagnosis puts a strain on health care workers,” said Elaine K. Desmarais, assistant vice president, quality and regulatory compliance at South County Health. In an effort to build on the existing repertoire of employee wellness programs, South County Health recently implemented Schwartz Center Rounds, a program of the Schwartz Center for Compassionate Healthcare. Although clinicians often tend to think and speak in concrete, black-and-white terms, Schwartz Center Rounds focus on the more compassionate and human elements of health care.
Although Schwartz Center Rounds have existed for quite some time, South County Health determined the timing was right. With many patients having complex psychosocial issues, the health care system had some very highly charged situations that can sometimes tax health care providers, said Anne Schmidt, South County Health’s vice president patient care services & chief nursing officer. Calling “compassion fatigue” an issue of concern across health care communities, Schmidt added, “It’s well-documented … that we are in the midst of health care violence, a lot of uncertainty and patients who are extraordinarily complex. If you’re in the hospital [especially for any length of time], you’ve really got something serious going on.” Given those challenges, said Schmidt, “We wanted to make sure our staff were both engaged and being supported in a way that we could assure they were providing optimal care, both physically and emotionally.”
South County Health, which held its first Schwartz Center Rounds on June 8, invites any employee – not solely those responsible for patient care – to participate in these hour-long sessions that are designed to improve employee satisfaction. “We strive for [our high patient satisfaction scores] but … we know, if you have staff satisfaction, you will likely have good patient satisfaction…,” said Desmarais. “We want to keep our staff well in every sense of the word. … It’s an opportunity for staff to come together … and share feelings and experiences and, hopefully, continue to enhance the teamwork and relationships we have across the organization.”
Attended by some 70 to 80 South County Health employees from all disciplines, the inaugural meeting focused on a challenging hospice situation, one which some staff members felt raised some ethical issues around the patient’s care, said Schmidt. The Schwartz Center Rounds, which are only available at a hospital or health care entity that has enrolled in the Schwartz Center, are meant to offer insight into some of the emotional aspects of patient care, Schmidt said. “This speaks to the culture and core values that we espouse [at South County Health].”
Schwartz Center members must hold no fewer than six Schwartz Center Rounds every year. Calling the first session extraordinarily well-received, Schmidt said, “Everyone who left that room that day felt very uplifted and supported.” According to the Schwartz Center website, health care professionals who regularly participate in Schwartz Center Rounds report increased feelings of compassion toward patients, an increased readiness to respond to patients’ and families’ needs, and improved teamwork, interdisciplinary communication and appreciation for colleagues from different disciplines. They also report decreased feelings of stress and isolation and are more open to giving and receiving support.
Making the first-year investment of $7,500 to join the Schwartz Center was not a difficult decision for South County Health, which has nearly 1,500 employees. “If we can improve the lives of all the employees and continue to provide and optimize the care that we provide our patients, that’s the right thing to do,” said Schmidt.
South County Health is one of more than 400 health care organizations throughout the United States and Canada that belong to the Schwartz Center. In Rhode Island, Coventry Center Skilled Nursing & Rehabilitation in Coventry, Grand Islander in Middletown, Hope Hospice & Palliative Care Rhode Island in Providence, Kent Regency Center in Warwick, and Rhode Island, The Miriam and Women & Infants hospitals in Providence are Schwartz Center members.
Dr. Louis Rubenstein and Dr. Mary Christina Simpson, Schwartz Center Rounds’ co-chairs, facilitate and Noreen Mattis, a South County Health consultant, helps mediate and moderate the discussions.
Asked how they will measure the benefits of Schwartz Center Rounds, Desmarais said, “I think our staff satisfaction will be [positively] impacted by this. … The sense of gratitude will come from our staff.” Believing that “happy staff [means] happy patients, Desmarais anticipates that South County Health’s patients will report high satisfaction rates.
The Institute for Healthcare Improvement’s Triple Aims – goals for achieving success in the modern health care environment – include increasing quality, enhancing the patient experience and being mindful of costs, Schmidt said. However, the Triple Aims have been expanded to add one more goal – that of joy in the workplace. “It’s important that staff feel engaged; when they’re engaged, satisfaction goes up and that translates to the patients’ experience. It’s a win-win,” said Schmidt.
