Oasis Teams Infuse Service Excellence Initiatives into Organization

The HCAHPS Oasis Team will work to ensure consistent rounding on patients and the implementation of a service recovery policy.

As part of the 2014-15 Strategy Map for San Luis Valley Health, the organization outlined a strategy to become “Providers of Choice for Healthcare”.  One of the tactics that was drafted to achieve this goal was “Creating Experiences of Excellent Service”.

Recently, San Luis Valley Health enlisted the services of Custom Learning Systems, an organization that has helped multiple healthcare organizations improve their customer service plans and consequently enhance patient’s experiences.

As the customer service program continues to develop into its later phases, San Luis Valley Health will introduce more of its aspects, but today we have chosen to highlight the five Oasis Teams that have been formed as part of the program. 

Each Oasis Team is charged with implementing Best Practice Projects that will enhance the customer service initiative.  Oasis is an acronym for Operationally Advanced Service Improvement Systems.  The teams are made up of staff across the organization.  As time passes and each team dives further into their responsibilities, we will share stories on how each team’s practices are affecting patient’s experiences.

Covenant Oasis Team

The Covenant Oasis Team will be responsible for developing a covenant between employees and the organization, as well as assisting in the development of a covenant between providers and our leadership team.

Team Captain Quote: "The Covenant Team is developing a covenant between employees and the organization that demonstrates staff's commitment to the organization's mission and vision.  We are also assisting in the development of a covenant between providers and leadership.  We are excited about putting forth a strong effort in engaging employees in the development of these covenants." -John Thompson, Director of Support Services

Emergency Department Breakthrough Oasis Team

Our Emergency Department Breakthrough Oasis Team will be responsible for improving patient experiences while they are patients in the ER by improving communication systems and keeping patients informed.  

Team Captain Quote: "We are beyond excited to be part of a team that is going to be instrumental in making San Luis Valley Health a great place to work and hospital to be treated." -Ted Andersen, Director of Emergency Services

Awards and Recognition Oasis Team

The Awards and Recognition Oasis Team will work to ensure we are celebrating our partnerships and role in the community as a healthcare organization, as well as the employees who bring our vision of being Your Trusted Partner in Health to life.

Team Captain Quote: "This initiative seems like it has been so empowering to our frontline staff; it is great to see them educating us and playing such a vital role.  I am very proud of the work they are doing." -Adam Lawrence, Director of Clinical Nutrition

Onboarding and Retention Oasis Team

Recognizing that one of our organization’s goal is to become a “Magnet for Excellent People”, the Onboarding and Retention Oasis Team will be in charge of developing and refining retention strategies.  We recognize that organizations with low turnover are better equipped to meet the needs of their customers and are committed to development in this area.

Team Captain Quote: "Our people are our organization's most important asset because they are what allows us to capitalize on the opportunity to be Your Trusted Partner in Health.  I am excited to see the work this team does and how it helps retain the excellent people we have at San Luis Valley Health." -Jennifer Mueller, Director of Clinical Operations

HCAHPS Oasis Team

The HCAHPS Oasis Team will work to develop strategies designed to improve patient experiences by implementing a service recovery policy and ensuring consistent rounding on patients is taking place. 

Team Captain Quote: "I am excited to see the improvement in patient customer service, which will in turn result in higher employee engagement as well." -Sarah Herrera, Director of Obstetrics