CEO Update | Updates to Our Visitation Guidelines
Fellow Caregivers,
Throughout the COVID-19 pandemic, we know that patients, their families and their loved ones have struggled with restricted visitation policies. We know it has been difficult on caregivers, as well. We will continue to listen to our patients and make compassionate changes when appropriate.
Beginning today, we have updated our visitation guidelines for all Ohio and Florida locations. Changes include:
- Patients having a major surgery or procedure – defined as those requiring sedation – are allowed 1 designated visitor on the day of procedure
- Pregnant mothers receiving a fetal ultrasound are allowed 1 designated visitor (e.g. father, partner or designated companion on the day of procedure)
These changes do not include lab work, imaging and routine outpatient appointments.
As a reminder, all visitors are now required to wear a mask while inside our facilities, unless they have a health or behavioral condition which prevents them from wearing one.
Compassionate exceptions continue to apply for inpatient and outpatient settings. Decisions to offer compassionate exceptions to visitation should be part of a collaborative, team-based approach. If you or your teams encounter concerns, contact the Ombudsman Office, or refer to these communication resources.
We will continue to monitor the impact of our visitation guidelines on the rate of COVID-19 infections. Contact your manager if you have questions. Thank you for the care you provide for our patients and their loved ones.
Speaking with you and hearing about your work has always been one of my top priorities. I have not been able to visit our teams throughout the health system as before. We simply cannot reconvene in large groups at this time.
I believe it is important to continue my outreach to you. We will begin scheduling virtual CEO Town Halls. Caregivers will participate from a computer or device and have opportunities to ask me questions.
The Town Halls are live events and will be scheduled across the organization. We will also record them for those who are unable to attend. I look forward to this new way of interacting with you.
Tomorrow (Tuesday, June 16) at 5 p.m. I will have a live virtual conversation with Cleveland Cavalier Kevin Love, as part of our ongoing virtual speaker series, Ideas for Tomorrow.
The event is open to all. Click here to register. Or watch the live stream on Cleveland Clinic’s Facebook page and on our event page.
Tom Mihaljevic, MD
CEO and President
Hero of the Week: Helping Patients Navigate Challenges During Pandemic
We’re here to help our patients. But Belinda Jackson, Executive Assistant at Cleveland Clinic Akron General, went beyond what was expected to ensure a patient felt safe and received the blood test and medication she needed.
The patient needed a blood test before she could renew and fill a prescription. She only had two days’ worth of doses left to a daily medication, so she was concerned and anxious about getting a refill on time.
The patient was hoping to meet with a physician virtually and avoid having to go in for blood work since she was quarantining due to the pandemic. When she learned that wasn’t an option, she spoke with Jackson about how to stay safe.
While on the phone with Jackson, the patient explained she was high risk for COVID-19 because of her age and heath conditions. Because of this, she hoped to preregister over the phone for the lab to limit the amount of time in person.
Jackson called the registration desk to discuss options for the patient. Their caregivers recommended the patient visit in person to register at the Health & Wellness Center, Bath lab and then wait in the hallway. Because there would be patients and caregivers in the hallway, Jackson continued her search to help the patient find a better option. She wanted the patient to feel most comfortable and as safe as possible.
Next, Jackson called the Health & Wellness Center, Stow lab. She spoke with Bianca Scott-White, Patient Access Representative, and explained the patient’s needs. Scott-White expressed her empathy and was happy to help.
The lab in Stow has an open layout — without any doors to the lobby — and large windows, so the patient was able to wait outside and see when she was called in to get her blood drawn.
Jackson explained this option to the patient, with Scott-White on the line to help address concerns.
The patient was still apprehensive but was willing to try.
A few hours later, Jackson received a message from the patient. The patient was beyond happy and thankful. She went to the lab in Stow and was in and out within 15 minutes. Because of this, she was able to receive the medication she needed in time.
Thank you to Belinda Jackson, our Hero of the Week!
Hero of the Week
Hero of the Week is a recognition program that showcases and celebrates the incredible care and work of our caregivers who give their all each and every day. Caregivers are first recognized in Hero Huddles as part of our tiered daily huddles. The Office of Patient Experience then selects one of the featured caregivers to be Hero of the Week.
For your colleague to be considered, share why your colleague should be celebrated in Hero Huddles during the daily tiered huddle. If your team does not directly participate, speak to your manager, who can share the recognition with the appropriate leader to share in the huddles.
New Outpatient Visitation Guidelines for Major Procedures Starting June 15
Effective June 15, the following update to our visitation guidelines is in effect for all Ohio and Florida locations.
All changes are contingent on available space to maintain social and physical distancing for the safety of our patients and caregivers. If you encounter spacing issues, please work with all teams to offer fair, consistent decisions to our patients.
Changes to Outpatient Visitation
Patients having a major surgery or procedure – defined as those requiring sedation – are allowed 1 designated visitor on the day of procedure
Pregnant mothers receiving a fetal ultrasound are allowed 1 designated visitor (e.g. father, partner or designated companion on the day of procedure)
Please note that lab work, imaging and routine outpatient appointments are not included in the above changes.
As a reminder, all visitors are now required to wear a mask while inside our facilities, unless they have a health or behavioral condition which prevents them from wearing one. Masks from home may be worn, or masks will be provided at entrances.
For information on emergency and pediatric department visitation, see the June 8 reactivation information.
Compassionate exceptions continue to apply for inpatient and outpatient settings. Decisions to offer compassionate exceptions to visitation should be part of a collaborative, team-based approach. If you or your teams encounter concerns, contact the Ombudsman Office for scripting and training, or refer to these communications resources.
We will continue to monitor the impact of our visitation guidelines on the rate of COVID-19 infections among our caregivers, patients and their families. Contact your manager if you have questions. Thank you for the care you provide for our patients and their loved ones.
