March 2019 CSU Newsletter

March 2019

Clinton Service Unit

Inside this issue: Patient Safety Awareness

Mental Health 4 Clinton Service Unit (CSU) observed National Patient Safety Awareness Week
March 11- 15. This annual event, encourages everyone to learn more about
PoP Stars 6 health care safety, and communicates how patients and staff can work together
as a team to provide safe care.
Customer Service 7
“CSU takes pride in promoting a culture of safety,” said Andrea Klimo, (A) admin-
Diabetes 8 istrative officer. “Patients are encouraged to voice questions and concerns. If
you see something CSU can do to reduce risks, say something. We can work to-
SWAT 10 gether to make care safe.”

Dental Assistants 11

Naloxone 13

Welcome 13

Severe Weather 14

Opioid 15

VA Event 15

Every time you talk with a health care provider, ask three questions: 1) What is my main problem, 2)
What do I need to do, and 3) Why is it important for me to do this. Everyone can benefit from help
with health information. Asking questions helps you understand how to stay well or to get better.

Medication errors are one of the main reasons for health care complications. Patients are encour-
aged to keep a list of all medicines they take. Ask questions if you do not understand the instruc-
tions for your medicine or know what the medi-
cine is for and when you should start seeing
results.

“Tell your health care provider if you have prob- Pictured above: CSU staff wore purple in support of national
lems taking your medicine, or if you have Patient Safety Awareness Week
stopped taking a medicine,” said Klimo. “CSU
wants you to feel comfortable speaking up if
you have a questions or concern about the care
you receive or any medicines you take. You are
an important part of the team in reducing health
care risks!”

What Patient Safety Means to Me...

Clinical Director Dr. Sarah Hartnett, MD

Over the past few years CSU has been on a journey to transform care through the Patient Cen-
tered Medical Home model. In this model, the patient is at the center of their care, and our team
works with the patient in a partnership to improve health. This initiative is more than words; it is a
mindset, a way of re-imagining our relationship with our patient that goes beyond the traditional
model to build something special. We want to be a home in the truest sense of the word. We want
our patients to walk through the door and feel like they can breathe a sigh of relief, knowing they
are surrounded by people who will take care of them and guide them through any illness or injury.

One of the most important aspects of any home is safety. In order to grow and thrive in a home,

the home must not only be safe, but feel safe as

well. It is no different in a Medical Home. This is

why a culture of safety is central to everything

we do. We need our patients to trust we will not

let harm befall them. We will take necessary

precautions to prevent giving them the wrong

medications. We will make sure we are washing

our hands so they don’t get sicker from coming

to see us. We will check and double check and

then check again. Because when you care

about someone, you protect them. This is why

we work so hard to build a culture of safety;

without safety as the foundation, the whole

home crumbles. Pictured above: Dt. Sarah Hartnett, CSU clinical director.

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Quality Improvement Officer

Deonda Roberson, BSN, CPHQ

As the Quality Improvement Officer for the CSU, safety is Pictured above: Deonda Roberson,
always a priority and something I think of everyday. My per- quality Improvement officer.
ception of what patient safety is has changed overtime. I
think it is true for all of us, throughout life we gain experi-
ences to influence our future. As a registered nurse, wife,
mother, caregiver, and patient, my perceptions of patient
safety are different from when I started my nursing career
over 20 years ago. As a new nurse, my initial patient safety
responsibilities included the basic safety actions such as;
identify patients correctly by name and date of birth, give
the correct medications to the correct patient, ensure pa-
tients do not slip, trip, or fall, etc. While these are important
aspects of a patient safety program, in my current role as a
quality improvement officer, I understand a successful, or-
ganizational wide patient safety program is dependent on
the organization’s culture of safety.

So what is a culture of safety? Culture of safety within a health care organization combines not only
basic safety actions for preventing harm, but includes and accounts for individual and group atti-
tudes, beliefs, behavior, perceptions, experiences and commitment to quality. Establishing a culture
of safety is the heart of our quality improvement program at CSU. I take the responsibility of staying
aware of potential causes or situations that may result in harm to employees, patients and visitors,
and I proactively identify changes to be made so harm does not occur. As both the quality improve-
ment officer and registered nurse, my commitment of “Do No Harm” is both a profound and complex
responsibility but one most critical. I strive to stay engaged with patients and patient care activities
and to communicate with front line staff (providers, nursing, pharmacists, etc.) to foster communica-
tion, listen to concerns and ideas on how to make things better! I am proud of our service unit and
the employees committed to making their work environment safe and to provide safe health care.
Every day we continually build trust among staff, keep staff engaged, work as a team, communicate
with other departments, and foster an environment where staff feel free to report errors without con-
sequence.

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CSU Offers Mental Health
First Aid Training

Susan Bedwell, public health nurse, is providing about mental health substance use problems,”
Mental Health First Aid training to all employees says Linda Rosenberg President and CEO of
of throughout CSU. This groundbreaking eight- the National Council for Behavioral Health,
hour training gives staff the tools to identify which helped bring Mental Health First Aid to
when someone might be struggling with a men- the United States in 2008. “When more people
tal health or substance use problem and to con- are equipped with the tools they need to start a
nect them with appropriate support and re- dialogue, more people can get the help they
sources when necessary. may need.”

One in five Americans has a mental illness, but In just ten years, Mental Health First Aid has
many are reluctant to seek help or might not become a full-blown movement in the United
know where to turn for care. Unlike physical States — more than one million people are cer-
conditions, symptoms of mental health and sub- tified Mental Health First Aiders, and that num-
stance use problems can be difficult to detect. ber is growing every day.
For friends and family members, it can be hard
to know when and how to step in. As a result, “During the months of January and February,
those in need of mental health services often do we provided Mental Health First Aid training to
not get them until it is too late. Clinton and Watonga Indian health Centers,”
said Susan Bedwell. “Additional training will be
Just as CPR helps even those without clinical offered to staff in April, with the goal of provid-
training assist an individual having a heart at- ing training to all staff throughout the service
tack, Mental Health First Aid prepares partici- unit.”
pants to interact with a person experiencing a
mental health crisis. Mental Health First Aiders To learn more about Mental Health First Aid
learn a five-step action plan to guide them USA, visit www.MentalHelathFirstAid.org.
through the process of reaching out and offer-
ing appropriate support.

“Through this program, we hope to take the fear
and hesitation out of starting conversations

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CSU “POP” Stars

Personal Outstanding Performance

The “POP” Award recognizes CSU employees who exhibit
“Personal Outstanding Performance”. It is designed to encourage and

acknowledge employees for their everyday efforts and customer
service. Congratulations to all of our POP Stars!

Housekeeping

“I arrived for my dental appointment at Clinton Indian Health Center,” said Clinton patient. “The first
thing I noticed was the spotless floors, very nice!”

Stevi Brown & Satin Deer

“I would like to recognize Stevi Brown for assisting me on some EWITS questions and Satin Deer
for helping me to fill out information on EWITS for my job position,” said Sheila Fuller, housekeeping
supervisor. “Stevi offered to help with any of the process I might need assistance with. She is con-

stantly on the go in her department, but takes time to help others in any way she can. Satin is so
friendly, and has a very good vibe to be around.”

Corey Rodgers

“Corey has provided great service assisting with receiving as an extra responsibility,” said Narcisso
Soliz, chief of pharmacy. “His work is noted by me and has been noticed by vendors. His problem

solving and diligence is greatly appreciated. He has provided guidance that allowed vendors to
receive payment and prevent loss of critical service during crucial times, especially at the end of the

year and during continuing resolutions. He is appreciated by our department!”

Jon Soto

“I am nominating Jon Soto for his work with the customer service training,” said Kala Rodgers,
allied health director. “He was personable, well spoken and seemed to really enjoy what he was

doing. You can tell he cares about the topic (of customer service). Good job Jon!”

Kala Rodgers

“I would like to recognize Kala Rodgers for teaching me some new things on the computer in our
area I needed assistance on,” said Sheila Fuller, housekeeping supervisor. “Kala went on to teach

me some other things on the computer just for future reference. I really appreciate her
taking time to do this.”

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Facilities

“I would like to recognize our Facilities Department,” said Sheila Fuller, housekeeping supervisor.
“I appreciate them coming in and sanding our parking lots during bad weather, for helping me take
out trash, and just overall for all they do. They have been working almost daily in Watonga to get the
facility renovations complete, on top of all they do to keep up with Clinton. They are constantly busy,

and all have such a great attitude”

A Spirit of Service

Delivering outstanding customer service and staff to keep their service spirit alive. “The type
exceeding the need of each patient is top prior- of service you give is a reflection of yourself,”
ity at CSU. Within each of CSU’s Medical said Soto. “Customer Service is art from the
Homes, our team desires to develop a strong, heart. We serve in a position as memory mak-
long-lasting relationship between each patient ers for our patients through the service we pro-
and their care team. vide. They remember us at the people who
made it happen. Customer service is not a de-
Staff of the three CSU facilities participated in a partment, it’s a culture.”
customer service training provided by CSU’s
Patient Advocate Afton Luttrell and Laboratory One of the concept Soto discussed with the
Technician Jon Soto. The team discussed the group was the Turtle Hat of Service. “In our po-
six most important attitudes of a customer ser- sition, we can stick our neck out for our pa-
vice superstar, as presented by customer ser- tients,” Soto went onto say. “We need to learn
vice guru Cary Cavitt. By understanding and to have a hard shell and be slow to respond to
improving on these attitudes, service and per- negative emotional triggers.”
sonal lives will begin to change for the better.
“Relationships both on and off the job are de-
termined by the attitudes we project to others,”
said Cavitt.

Soto, a former employee of the Hilton Hotels, Pictured above: Jon Soto discussed with CSU staff the importance of
has received extensive training in customer customer service and what it means to him.
service and has brought these traits to his cur-
rent position in the Laboratory. He encouraged Page 7

Take Control of Diabetes

Nearly 16 percent of American Indians and Alaska Natives have diabetes. According to the Ameri-
can Diabetes Association, this is nearly double the national average (9.3% of the U.S. population)
and the highest age-adjusted prevalence of diabetes among all U.S. racial and ethnic groups.

CSU offers a range of diabetes education and support to patients and family members of those liv-
ing with diabetes and prediabetes. Monthly diabetes education classes are offered at Clinton and
Watonga Indian Health Centers. To date, patients enrolled in the program have an average reduc-
tion of blood sugar in hemoglobin A1c by approximately 2%. Patients are encouraged to speak
with their provider if they are interested in enrolling in this program.

“The Diabetes Education Program is designed to help patients make sense of their diabetes,” said
Kristie Purdy, diabetes program coordinator. “Our program assists in providing patient the tools
they need in diabetes self-care. Patients are offered a range of services, from a complete evalua-
tion and treatment plan, to education on diabetes disease process, nutrition, physical activity, med-
ication, monitoring, and preventing complications.”

“Diabetes can sometimes seem to be an overwhelming disease because it impacts so many areas
of daily life,” said Purdy. “It’s important to have support from family, friends, and others who live
with diabetes.”

Clinton Indian Health Center hosts a weekly Diabetes Support Group held every Tuesday at 10 am
in the Outpatient Clinic Conference Room. Everyone is invited to attend the weekly session. “The
Diabetes Support Group gives patients the opportunity to talk amongst themselves on the success
and challenges they have faced in their care,” said Purdy. “The group talks about a different as-
pects of diabetes, and how it affects them personally.”

Diabetes is a common disease, yet every individual
needs personalized care. CSU encourages all pa-
tients with diabetes and their families to learn as
much as possible. Talk with your health care team to
assist you to feel in control of diabetes. To learn more
about CSU’s Diabetes Education Program call
580.331.3458.

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IMPROVING CSU

Strengths, Weaknesses, Opportunities, and Threats

The CSU utilizes many quality improvement tools, but has found the “SWOT” exercise beneficial to
list and review our Strengths, Weaknesses, Opportunities, and Threats (SWOT).

“A SWOT exercise followed by analysis is beneficial in both large and small group settings,” said
Deonda Roberson, quality improvement officer. “It is a method to strategically evaluate internal and
external issues affecting any aspect of health care. Utilizing SWOT allows for CSU to see the big
picture and challenges each participant to compile, analyze, and evaluate the significant influences
working for or against our objectives.”

Outcomes of a SWOT exercise forces CSU to look at programs offered in new ways and from a
new direction. “SWOT arms us with a solid strategy for prioritizing work needed to grow our pro-
grams,” said Roberson. “Most recently, the Pain Management Program utilized a SWOT analysis to
review the program and make recommendations for improvement.”

Reference: https://www.liveplan.com/blog/what-is-a-swot-analysis-and-how-to-do-it-right-with-examples/

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Smile!

Dental Assistants Recognition Week

Dental assistants are an essential part of CSU’s dental program all year long, but they get a special
week dedicated to them each March for all the great service they do to advance patient care.

The theme for the 2019 American Dental Assistants Association’s Dental Assistant Week is “Today’s
Dental Assistant — Polished, Poised and Professional.” Dental assistants do much more than work
chairside with the dentist. They have an important role in overall dental health of our patients and
success of our program. Dental assistants take X–rays, schedule patients, sterilize instruments, or-
der supplies, manage the day-to-day business of the office, provide patient instruction, and provide
expanded function duties. CSU’s dental assistants who serve in an expanded function capacity have
received additional training to apply sealants, take impression, perform coronal polishing, apply topi-
cal anesthetic and topical fluoride, to name a few.

Thank you to CSU’s dental assistants for all you do!

Pictured above: CSU’s Dental Assistant Team

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Naloxone Training

In collaboration with Red Rock Behavioral Health Services and Southwestern Oklahoma State Uni-

versity (SWOSU), CSU hosted a naloxone training at Clinton Indian Health Center in February. The

training was held in response to the U.S. Surgeon General’s public health advisory urging more

Americans to carry naloxone, a potentially lifesaving medication that can reverse the effects of an

opioid overdose. SWOSU pharmacy interns provided training to 35 CSU staff members, including

housekeeping, nursing, public health officials,

support staff, pharmacists, and physicians. Na-

loxone is already carried by many first respond-

ers and is a valuable tool used to combat the

opioid crisis in our communities. Visit the Indian

Health Service’s opioids website at https://

www.ihs.gov/opioids/crisisresponse/

naloxonetoolkit/ to view the naloxone training

toolkit and other related resources. Pictured above: Narcisso Soliz, Clinton chief of pharmacy and students of
Southwestern Oklahoma State University’s School of Pharmacy

Meet CSU’s Newest Team Members

Kendra Tapaha Laura Jones
Purchase Referred Care Medical Support Assistant
Clinton Indian Health Center El Reno Indian Health Center

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Preparing for Severe
Weather

Weather March comes in like a lion or a lamb, spring is upon us. With warm weather quickly ap-
proaching, now is the time to prepare for the severe weather season. While tornados may happen at
any time during the year, they are more likely to occur during the months of March through June.
CSU would like for all patients, visitors and staff to have a tornado plan in place. If a tornado warning
is in our area, don’t waste time. Knowing the tornado plan in each of our facilities and where to seek
shelter until the tornado danger has passed will increase your response time and save lives.
Patients and visitors of Clinton Indian Health Center will be escorted to the lower level of the facility,
via the stairway located next to Optometry and the elevator for those who are in need of assistance.
Staff of Purchase and Referred Care and Pharmacy shall report to the offices of Information Tech-
nology; Staff of Lab, Dental, Optometry, and Radiology shall report to the Housekeeping Depart-
ment; and staff of Administration, Health Information Management, Registration, and Benefits Coor-
dinators shall report to the Business Office. Patients, visitors and staff of both the El Reno and
Watonga Indian Health Centers are encouraged to seek shelter in the interior rooms of the facility,
away from outside windows and walls.

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Preventing Opioid Misuse

Pictured above: Brett Whitehead presented to Brett Whitehead, (A) facility unit director of El Reno and
Darlington Elementary on “Preventing Opioid Watonga Indian Health Centers, gave a Prevention through
Active Community Engagement (PACE) presentation at Dar-
Misuse and Addiction”. lington Public Schools in El Reno, OK on March 15. White-
head discussed “Preventing Opioid Misuse and Addiction” to
more than 80 students in fifth through eighth grade. The
PACE program provides community outreach activities
aligned with initiatives set forth by the Office of the Surgeon
General and Office of the Assistant Secretary for Health. The
goal of the outreach programs is to provide evidenced-based
education to at-risk communities.

VA Presumptive Campaign

The Cheyenne & Arapaho Tribes in partnership Patient Advocate were available during the
with CSU hosted a Veterans Affairs (VA) Pre- event to answer questions the veterans and
sumptive Campaign event in Concho and Clin- family members had on Indian Health Service
ton on March 20 and 21, respectively. The and CSU.
events were focused on identifying and assist-
ing veterans across Western Oklahoma who
may have presumptive disabilities and who
may be eligible for a VA pension claim.

CSU assisted the tribe by providing representa- Pictured above: Lisa Anquoe, Jackie Reynolds, and
tives from Medical Records and Health Infor- Teresa Murray provided information to veterans at the
mation Management on site to access records
if requested by a veteran. Staff from Purchase VA Presumptive Campaign in Concho.
Referred Care, the Benefit Coordinators, and
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Don’t be a “No Show”
Please make the call!

When you cancel the appointment you can’t keep,
we can provide care to another patient.

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For the privacy of our patients,
no photography or video is allowed
in the facilities of Clinton Service Unit.

Thank you for your cooperation.

For when the unexpected happens...

Clinton’s Saturday Convenient Care Clinic

9 am to 1 pm

Walk-ins Only
No appointment needed

Clinton’s Saturday Convenient Care Clinic provides treatment for minor medical needs:

Sore Throat Eye and Skin Infections Earaches
Insect Bites and Rashes Sinus Congestion Minor Cuts and Wounds
Cough Nausea, Vomiting, Diarrhea Fever
Pregnancy Tests Bladder Infections Allergies

Chronic health needs such as diabetes, follow-up appointments, routine prenatal care, pain management, and chronic medication refill renewals
will require an appointment in the primary care clinic, and will not be seen in the Saturday Convenient Care Clinic.

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Clinton Service Unit

Phone Directory

CLINTON INDIAN HEALTH CENTER (580) 331-3300
10321 N. 2274 Road ~ Clinton, OK ~ 73601

Request to establish chart: (580) 331-3369

Cedar Medical Home SweetGrass Medical Home Willow Medical Home

Dr. Nakia & Michelle Beshaw Dr. Maqbool & Jessica Van Den Berg Dr. Egan, Dr. Hartnett
Apts: (580) 331-3424 Apts: (580) 331-3412 & Dr. Mejias
Nurse: (580) 331-3424 Nurse: (580) 331-3412 Apts: (580) 331-3466
PRC: (580) 331-3363 PRC: (580) 331-3513 Nurse: (580) 331-3466
(580) 331-3420 PRC: (580) 331-3307
DEPARTMENTS
Audiology: (580)331-3482 Chiropractic: (580) 331-3439
Dental: (580) 331-3423 Behavioral Health: (580) 331-3485 Optometry: (580) 331-3413
Pharmacy: (580) 331-3351 Nutrition: (580) 331-3458 Podiatry: (580) 331-3439
PHN: (580) 331-3471 Physical Therapy: (580) 331-3439 Radiology: (580) 331-3415
Release of Info: (580) 331-3377 PRC: (580)331-3590
Wound Care: (580) 331-3439

EL RENO INDIAN HEALTH CENTER (405) 234-8400
1801 Parkview Drive ~ El Reno, OK ~ 73036

Request to establish chart: (580) 331-3369

Eagle Medical Home Otter Medical Home Pediatrics

Dr. Garcia & Monica Halcomb Dr. Renshaw & Fayth-An Hope Gray Dr. Mejias
Apts: (405) 234-8411 Apts: (405) 234-8411 Apts: (405) 234-8411
Nurse: (405) 234-8411 Nurse: (405) 234-8411 Nurse: (405) 234-8411
PRC: (580) 331-3336 PRC: (580) 331-3419 PRC: (580) 331-3419

Behavioral Health: (405) 234-8426 DEPARTMENTS PHN: (405) 234-8430
PRC: (405) 234-8432 Specialty: (580) 234-8402
Pharmacy: (405) 234-8423
Release of Info: (405) 234-8403

WATONGA INDIAN HEALTH CENTER (580) 623-4991
1305 S. Clarence Nash Boulevard ~ Watonga, OK ~ 73772

Request to establish chart: (580) 623-4991 ext. 3000

Turtle Medical Home Pediatrics

Dr. Ali Dr. Mejias

Apts: (580) 623-4991 Apts: (580) 623-4991
Nurse: (580) 623-4991 Nurse: (580) 623-4991
PRC: (580) 331-3336 PRC: (580) 331-3307

Pharmacy: (405) 623-4991 DEPARTMENTS PRC: (580)331-3590

PHN: (580) 623-4991
Release of Info: (405) 234-8403

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Sign up for Text Message
Appointment Reminders

Clinton Patients may opt-in to text message appointment reminders at any of
Service Unit Clinton Service Unit’s three clinical facilities. Receive fast and convenient

CLINTON communication on your next visit at the tip of your finger tips.

10321 N. 2274 Road To receive text message appointment reminders, request the text
Clinton, OK 73601 message “opt-in” form from registration. Those who opt in for a text
(580) 331.3300 message appointment reminder will not receive a phone call reminder in
conjunction with the text. Parents may opt-in to receive a text message
Cedar (580) 331.3424
Sage (580) 331.3389 reminder for their child’s appointments as well.
SweetGrass (580) 331.3376
Peds (580) 331.3466 Tell us how we’re doing...
Fax (580) 323.2579
Hours of Operation We invite you tell us how we’re doing and take
our short online patient survey.
Monday—Friday
8 am to 5 pm For a paper copy, please stop by registration.
Saturday
2019 CSU Patient Survey
Convenient Care Clinic
9 am to 1 pm https://www.surveymonkey.com/r/CSUPatientSurvey

EL RENO CSU VISION

1801 Parkview Drive Provide quality health care services focusing on prevention, restoration and
El Reno, OK 73036 collaborative relationships that are valued and “exceed the needs” of our
patients, community and tribal partners.
(405) 234.8400
Eagle, Otter & Peds

(405) 234.8411
Fax (405) 234-8435
Hours of Operation

Monday—Friday
8 am to 5 pm

WATONGA

1305 S Clarence Nash Blvd.
Watonga, OK 73772
(580) 623-4991
Turtle & Peds
(580) 623-4991
Fax (580) 623-5490
Hours of Operation
Monday — Friday
8 am to 5 pm