Trilogy of Care - Part I
January 27, 2014 | A Day in the Life of a Dialysis Healthcare Administrator
These words go to the heart of who we strive to be as a company. DaVita refers to itself as a Village and like every village we are made up of citizens. Back in 2000 we defined ourselves with our mission statement, “To be the greatest dialysis company the world had ever seen. Wow! That's pretty heady stuff -
As we grew and matured the mission came into focus. As we improved patient outcomes and developed our levels of stewardship we began to send out ripples across the professional community. We were now being used as a model of success by other companies.
It was during these periods of growth that we began to develop our village programs that are now referenced as the “Trilogy of Care”. Our village programs fall under three categories: Caring for our Patients, Caring for Each Other, and Caring for the World.
I have had an opportunity to participate in several of the Village Programs, sometimes as a giver and sometimes as a recipient. I look forward to sharing my experience with you. I believe it is a direct reflection of who we are as a village.
At this time DaVita has 6 programs that fall under the heading of Caring for Our Patients. Two of my favorites are the "Wall of Fame" and "Thanks Doc".
As the Facility Administrator of a home dialysis program it is a challenge to keep patients from feeling isolated since they rarely have an opportunity to engage with each other. The Wall of Fame is a program that reaches out to the creative side of our collective personalities each year as we brainstorm new ways introduce our patients to each other on a wall of the facility using whatever theme we have come up with that particular year.
One of my favorites was the year we used the Wizard of Oz for inspiration. A giant rainbow hung above a sign that read, "There's No Place Like Home". Photos of our patients followed the "yellow brick road' as they started their journey toward good health encountering the Tin Man, Scarecrow & Lion (in the form of their Dietitian, Social Worker & Nurse) and finally the Wizard (Our Medical Director). Yes, it took time and imagination, but it also engaged our core value of fun.
"Thanks Doc" is a program that engages the patients by giving them an opportunity to write a personal note of appreciation to their physician on stationery provided by Davita. While teammates are also welcome to participate I know from experience how much it means to a physician to have that special note from a patient or patient family member. The day can be as big a celebration as you want to make it. No matter how big or small there is nothing as meaningful as when someone goes to the trouble of writing a special note of thanks. It is just one more way be come together as a village.