Behind the scenes in the region, more than 1000 staff provide a range of
support services to improving patient care and ensure the efficient and
effective operation of 18 different facilities. These services include:
Admitting/Registration
Decision Support Services
Distribution and/or Portering Service
Engineering Services Division
Environmental Services
Emergency Management
Food Services
Health Records
Information Services
Materials Management
Quality and Safety Services
Regional Laundry and Linen Services
Regional Transportation
Security
Telecommunications
Admitting/Registration
Patient Registration:
Admitting and Registration is the point of entry to patient care in all
facilities and health centres in the region. When patients register in our
emergency departments, outpatient clinics, or inpatient services, the
registration clerk collects information that contributes to the patient record,
and facilitates billing for services provided. This information includes patient
demographics (birth date, Medicare number, address, and next of kin); insurance
information (name of insurer, policy number, and hospital coverage); and, when
appropriate, the type of accommodation requested.
Patient Scheduling: Many of our Admitting and Registration
departments are also responsible for scheduling of both inpatient and outpatient
appointments. Scheduling staff coordinates and books the tests and/or procedures
ordered by physicians and other health care providers, notifies patients of date
and time of testing, and provides instructions for preparation prior to the
scheduled appointed.
For more information, please contact
Sandra.Miller@rvh.nb.ca
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Decision Support Services
Decision Support Services at River Valley Health supports programs and
services to examine and improve patient care. In addition, this service makes
recommendations to increase efficiency of care and provides services to support
workload measurement, outcome measurement, clinical path development,
utilization review, and patient documentation. As outlined below:
Workload Measurement/Computerized Patient Care Modules Service: This
service is responsible for computerizing patient documentation, developing and
maintaining tools to monitor workload, and analyzing workload results.
Outcome Measurement: This service partners with clinicians to
evaluate the results of patient care by developing methods for tracking clinical
indicators and reporting trends and variations in patient care.
Clinical Path: This service develops guidelines for care based on
research and best practice, and leads teams in the development of standards for
patient care.
Utilization Review: This service monitors the efficient use of
resources by trending and analyzing health information, participating in health
care studies, and making recommendations to improve use of patient care
resources.
Patient Documentation: This service leads teams in standardization of
documentation tools, identification of on line documentation requirements,
monitoring quality of documentation, and development of documentation standards.
For more information, please contact
Karen.Carvell@rvh.nb.ca
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Distribution and/or Portering Service
This service is responsible for:
- the movement of patients in the hospital going to and from tests and
procedures,
- transporting laboratory specimens, mail, patient-related equipment and
supplies.
You may see these staff in Diagnostic Imaging, the OR area and throughout the
larger health care facilities.
For more information, please contact
Barb.Thompson@rvh.nb.ca
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Emergency Management
Standardized emergency response procedures are in place throughout River Valley
Health to ensure safe patient care is maintained when emergencies occur. One of
the key features of the Emergency Management Program is quick access to response
information in every work area. All departments in River Valley Health
facilities have a hot file on the wall containing action sheets that outline the
appropriate staff response to emergencies. The color codes used to identify
emergencies are standard throughout the region.
Another key feature of the program is the designation of Emergency Response
Officers (EROs) in each facility on a twenty-four hour basis. The role of the
ERO is to ensure an appropriate response to emergencies within the facility and
to coordinate the facility's response to external emergencies. In each facility,
a number of staff is trained to assume ERO duties on a rotating basis.
A Regional Health Emergency Management Committee provides a forum for
planning information and expertise to be shared and for plans to be validated
according to regional standards. In addition, each facility has an Emergency
Planning Committee tasked to ensure procedures are up to date, tested regularly,
and are understood by staff and physicians.
The Director of Emergency Management ensures that all of the emergency plans
remain current and links to community emergency partners are maintained.
For more information, please contact
Dennis.Doherty@rvh.nb.ca
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| Engineering Services Division |
| The Engineering Services Division is responsible for planning, designing,
building and maintaining all of the buildings and equipment in River Valley
Health's facilities. Under the direction of a Registered Professional Engineer,
the division has activity in three main areas: |
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Project Management |
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Clinical Engineering |
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Plant Operations and Maintenance |
Project Management: The Project Management Department oversees all
construction projects at the region's facilities. Design coordination, contract
management, cost control and scheduling are all activities of this department.
Clinical Engineering Department: The Clinical Engineering Department
maintains and performs preventative and demand maintenance on all of the
region's medical equipment. Almost every piece of equipment is checked annually.
Plant Operations and Maintenance Departments: The Plant Maintenance
Department maintains all other building equipment and non-medical equipment
through preventative and demand maintenance.
The Plant Operations Department maintains the heating, lighting and ventilation
systems in the region's facilities.
For more information, please contact
Blair.Hovey@rvh.nb.ca
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Environmental Services
This department is responsible for housekeeping services, waste management and
recycling programs. In a few River Valley Health facilities, Environmental
Services is also responsible for linen distribution.
For more information, please contact
Barb.Thompson@rvh.nb.ca
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Food Services
The Food Services Department prepares and serves more than half a million
meals each year to patients in health care facilities across the region. The
department also operates cafeterias for staff and visitors, and provides catered
service and meals for two community-based Meals on Wheels/Wheels to Meals
programs, based in Fredericton and Oromocto.
For more information, please contact
Barb.Thompson@rvh.nb.ca
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Health Records
In total, more than 400,000 paper, microfilm and optical patient records
exist in the region's Health Records departments.
Each facility maintains their own integrated patient record system which is
linked to the regional electronic patient information system. That means that
authorized caregivers have access to on-line demographic, visit history, lab,
and x-ray information, no matter where a patient presents for treatment.
The health records service ensures that complete and accurate patient
information is available to authorized health care providers in order to provide
quality patient care. Health record staff are also responsible for aggregating,
trending and analyzing data in order to support evidence-based decision-making.
The Health Records service is in transition from a paper world of records to an
electronic world of information, which is creating an exciting work environment
and stimulating challenges.
For more information, please contact
Sandra.Miller@rvh.nb.ca
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Information Services
The region relies on its computer networks to help manage the information
requirements of clinical, administrative and support services. All facilities in
the region utilize the Meditech system, a fully integrated clinical and
financial health care information system. This system supports a regional
patient record, which ensures that patient information is available to
authorized caregivers when and where they need it in order to provide quality
patient care. Twenty-two sites are linked to the central computer, located at
the regional hospital, through the Wellness Network, a private and secure
network that is dedicated to health care organizations.
The Information Services department provides services to over 3,700 computer
users throughout the region and supports over 1,200 workstations. Services
provided include systems analysis and development, technology acquisition and
implementation, network management, security management and help desk support
seven days a week, 24-hours a day.
For more information, please contact
Jill.Ritchie@rvh.nb.ca
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Materials Management
Materials management provides equipment, processed supplies, inventory and
non-inventory supplies, mail and printing services to all departments in the
region. The service is divided into sections including Purchasing,
Stores/Receiving, Mailroom, and Document Centre and Reprocessing (CSR).
Purchasing: Purchasing services for River Valley Health have been
centralized at the Dr. Everett Chalmers Regional Hospital. The department
provides purchasing support to all facilities in the region, including five
hospitals, nine health centres/clinics, five specialty clinic sites and five
Extra-Mural program units.
River Valley Health complies with the N.B. Purchasing Act, the Atlantic
Procurement Agreement, and the Agreement on Inter-provincial Trade. Purchasing
staff is active in the NB Institute of PMAC (Purchasing Management Association
of Canada) and support their Code of Ethics.
Document Centre: The document centre offers a wide range of printing
needs for the region including menus, brochures, in-house forms and booklets,
etc.
Mailroom: The mailroom handles incoming and outgoing mail for most areas of
the region. Mail that is sent to the mailroom at the Dr. Everett Chalmers
Regional Hospital is sorted and distributed to departments within the region.
The mail is forwarded to other facilities via the regional transport services.
Reprocessing: The Reprocessing Department (CSR) is responsible for
cleaning and sterilizing equipment and supplies required for use in the region.
For more information, please contact
Blair.Hovey@rvh.nb.ca
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| Quality and Safety Services |
| Quality and Safety Services supports the
organization's commitment to safety and the identification, analysis, mediation
and monitoring of risk. Patients, families, staff and physicians are supported
in their efforts to continuously improve the delivery of care and service. In an
atmosphere of respect, compassion, and fairness, Quality and
Safety staff are available to discuss: |
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Risk Management Issues: Staff assist with the identification of
potential risks, facilitate opportunities for system/process improvements,
interpret Provincial Acts/Regulations related to health care and provide general
information about our services. |
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Compliments:
Letters of appreciation are a great way to let staff know that your health
care expectations are being met. Compliments may be forwarded directly to the
specific caregivers or may be forwarded to the department,
who will direct them to the appropriate department. |
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Complaints/Concerns:
River Valley Health takes great pride in the high level of care and service we
deliver to our patients. If you or your family have any concerns during your
hospital visit, we encourage you to talk directly with your caregivers in order
for your concerns to be addressed. If you feel uncomfortable reviewing these
issues with the care team please ask to speak with the manager of your unit, or
call (506) 447-4370. |
For more information, please contact
Nancy.Lindsay@rvh.nb.ca.
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Regional Laundry and Linen Services
A regional laundry operates at the Dr. Everett Chalmers Regional Hospital in
Fredericton. It provides service to our health care facilities, community health
centres and to some external customers (e.g. nursing homes).
This modern laundry operates five days a week and processes 3.5 million
pounds of clean laundry a year. A specialized part of the laundry operation
packs linens required for use in the regions operating rooms.
For more information, please contact
Barb.Thompson@rvh.nb.ca
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Regional Transportation
This service transports supplies such as linen, patient care supplies, and
specimens to and from all River Valley Health facilities. The fleet of mostly
five-ton trucks travel 750 km each day, providing service up to seven days a
week.
For more information, please contact
Barb.Thompson@rvh.nb.ca
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Security
The Security Department is responsible for security measures for all 18
health care facilities in the region. Security services are provided at the Dr.
Everett Chalmers Regional Hospital and the Oromocto Public Hospital, and the
Upper River Valley Hospital by a full-time staff, while community hospitals have
contracted security services.
Security Services include non-violent crisis intervention, security patrols,
emergency response, lost and found, security awareness, access control,
preventative property loss, and public/staff parking.
For more information, please contact
Dan.Quintal@rvh.nb.ca
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Telecommunications
The Telecommunications department supports the communication links to the
general public, hospital personnel and physician community through the
maintenance and monitoring of network services including voice, pager, and
cellular.
The department strives to provide prompt and courteous service in directing
patient inquiries, monitoring and responding to emergencies, and locating
personnel within the hospital or on-call within the community. Many of the
Telecommunication departments within the region also provide reception and
information services to the general public.
For more information, please contact
Steve.Sullivan@rvh.nb.ca