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TTThhheee IIInnntttrrraaaCCCaaarrreee TTTiiimmmeeesss THE EMPLOYEE NEWSLETTER FOR THE INTRACARE BEHAVIORAL HEALTHCARE SYSTEM June 2012

NNNuuurrrssseeesss WWWeeeeeekkk &&&

SSSaaafffeeetttyyy FFFaaaiiirrr PPPiiiccctttuuurrreeesss

&&& llloootttsss mmmooorrreee

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CONTENTS The IntraCare Times, May/June 2012; Volume VIII, Number III

The IntraCare Times is a bi-monthly publication of the Patient Liaison/Performance Improvement

Department. Your feedback and input is appreciated. Send or email information to Johnny Trlica at

jtrlica@intracare.org.

3 Spotlight On: I Care Winners Carla

Kegler and TJ Campbell

4 Moments in Time-a look at July and

August in history

5 Light the Candles-employee

birthdays for July and August

6 The Way We Were-employee baby

pictures

7 Principles for Effective Verbal

Intervention

8-11 Customer Service Recognition

12 Are You Getting Enough Sleep?

13 Farewell to Medical Records

Director Tammy Cervantes

14-15 Nurses Week Pictures

16-17 Scenes from the Safety Fair

18 Resources, TWWW Answers,

PHP’s Makeover

19 Quotable Quotes by Roderis

White

20 IntraCare Community Pharmacy

On the Cover:

IntraCare North has seen our census

increase immensely over the past several

months, and probably the department that

was hit first was Housekeeping. Thanks for

all that you do. Your co-workers and our

patients appreciate your hard work.

Wishing everyone a Happy July Fourth are a

few members of our outstanding

Housekeeping Department: seated left to

right; Claudia Villatoro, and Letty Jimenez.

Standing left to right; Sharon Gilliam,

Miriam Zuniga, and Aracely Ulloa.

The IntraCare Times

Editor

Johnny Trlica

Co-editors

Cheryl Moerbe

Irene Moore

Publisher

Merry Tran

Contributors

Rosa Silva

Joyce Taylor

Alicia Moore

Conrad Frederick

Thea Baldwin

David DeLong

Roderis White

Sharon Gilliam

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This month’s spotlight is shining on … I Care Winners

Carla Kegler

TJ Campbell

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MMOOMMEENNTTSS IINN TTIIMMEE July 1-The Battle of Gettysburg, Pennsylvania, began, 1863; Medicare federal insurance program went into effect, 1966 July 2-Amelia Earhart and her airplane were lost in Pacific Ocean, 1937; The Civil Rights Act was signed by President Lyndon B. Johnson, 1964 July 3-Singer Jim Morrison of the Doors died in Paris at age 27, 1971 July 4-The Declaration of Independence was approved, 1776 July 5-The bikini bathing suit made its debut in Paris, France, 1946 July 6-Louis Pasteur successfully tested an anti-rabies vaccine on a boy bitten by an infected dog, 1885 July 7-The Reader's Digest was founded, 1922 July 9-NL defeated the AL 1-0 in Baseball’s All-Star game played before 48,321 fans in the Astrodome, 1968 July 14-William H. Bonney "Billy the Kid" was shot by Sheriff Pat Garrett, 1881; Bongani Calhoun began working for IntraCare, 2003 July 15-AL defeated NL 3-2 in baseball’s All Star Game before 45,774 in the Astrodome, 1986 July 16-The first atomic bomb was detonated in New Mexico, 1945; John F. Kennedy, Jr., 38, and his wife Carolyn Bessette Kennedy, 33, and her sister, Lauren Bessette, 34, were killed when the Piper Saratoga Airplane he piloted crashed off the coast of Martha's Vineyard, Massachusetts, 1999 July 17-Disneyland opened in Anaheim, California, 1955 July 19-John F. Kennedy was nominated by the Democratic Party for president, 1960; Apollo 11 orbited the moon, 1969 July 20-The first man (Astronaut Neil Armstrong) to set foot on the

moon, 1969 July 21-Gail Miller began working for IntraCare, 2000 July 24-Brigham Young and his followers arrived at the Great Salt Lake, Utah, 1847 July 27-Bugs Bunny made his cartoon debut, 1940 July 30-First color motion pictures were exhibited, 1928; Medicare bill signed by President Lyndon B. Johnson, 1965 August 1-The University of Texas tower massacre occurred, 1966; The Sonny and Cher Comedy Hour premiered on CBS, 1971 August 5-The first federal income tax was levied, 1861; The Statue of Liberty cornerstone was laid, 1884; Actress Marilyn Monroe, was found dead in her home, 1962 August 6- United States dropped an Atomic Bomb on Hiroshima, Japan, 1945 August 7-The United States entered the Vietnam War, authorized by the Gulf of Tonkin Resolution, 1964; United States troops sent to the Persian Gulf, 1990 August 9-The United States

dropped an Atomic bomb on Nagasaki, Japan, 1945; Japan surrendered to the United States, ending WWII in the Pacific, 1945; President Richard M. Nixon resigned as a result of his involvement in the burglary of the Democratic party headquarters at the Watergate office complex, 1974 August 10-Franklin D. Roosevelt was stricken with polio at his summer home on the Canadian Island of Campobello, 1921 August 11-The Watts, Los Angeles riots began, resulting in 35 people killed, 1965 August 12-United States ground forces in Vietnam were withdrawn, 1972 August 13-Florence Nightingale died in London, 1910 August 14-The Social Security Act was passed by Congress, 1935 August 15-The Berlin Wall was created, 1961 August 16-Baseball great Babe Ruth died, 1948; "Sports Illustrated" was first published, 1954; Singer Elvis Presley died at his home, "Graceland," in Memphis, Tennessee at the age of 42, 1977 August 20-The first licensed radio broadcast occurred, 1920 August 22-The record player was patented, 1906 August 24-A patent for a motion picture camera, the first of its kind, was filed by Thomas A. Edison, 1892 August 31-KVVV-TV channel 16 based in Galveston, with programs ranging from reruns of Ozzie and Harriet to Mexican Bull Fights went off the air, 1969; Lady Diana, Princess of Wales and her companion Dodi Al Fayed died tragically in a car crash in Paris, France, 1997

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LLLiiiggghhhttt ttthhheee CCCaaannndddllleeesss

JJuullyy

The birthstone for the month of July is the ruby

and the flower is the larkspur. Celebrities with

July birthday include: Phyllis Diller 95, First Lady

Nancy Reagan 91, Della Reese 81, Bill Cosby 75,

Alex Trebek (Jeopardy) 72, Ringo Starr (The

Beatles) 72, Linda Ronstadt 66, Carlos Santana

65, Tom Hanks 56, Toby Keith 51, Tom Cruise

50, Harry Potter author J.K. Rowling 47, Martina

McBride 46, Pamela Anderson 45, Missy Elliot

41 and Soulja Boy 22.

IntraCare staff with July birthdays are: Nicolette

O., Lana A., Amy D., Johnny T., Jessica H., Twila

P., Koya O., Jarrod J., Kimberly W., Sharon F.,

Chris V., Pearl N., Kim R., Lawrence P., Letty J.,

and Regan B.

AAuugguusstt

The birthstone for August is the peridot and the

flower is the gladiola. Celebrities with August

birthdays include: Tony Bennett 86, Regis

Philbin 81, Barbara Eden 78, Dustin Hoffman 75,

Robert Redford 75, Kenny Rogers 74, Martha

Stewart 71, President Bill Clinton 66, Jay North

(Dennis the Menace) 61, Maureen McCormick

(Marcia, Marcia, Marcia) 56, Madonna 54,

President Barack Obama 51, Roger Clemens 50,

Kobe Bryant 34, and Macaulay Culkin (Home

Alone) is 32.

IntraCare staff with August birthdays are:

Patricia N., Twyla B., Georgina C., Jordan C.,

Daniel M., Tina P. B., Adolph R., James C., Chris

H., Maurice M., Laura P., Nelson F., Michicia B.,

Barbara L., Sherry T., Ike U., Derrick C., Eled S.,

Melissa J., Barbara S., Patricia M., Lien D.,

Demetria A., and Lauren D.

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TTThhheee WWWaaayyy WWWeee WWWeeerrreee Do you remember having to get up and walk to the TV in order to change the channel or adjust

the volume? Do you remember having to choose from three (yes, that’s 3) stations? Ever drive

in or see a 1950 Studebaker Champion with the “bullet nose? Time changes everything as well

as everyone. Did you guess who these co-workers are? For the answers turn to page 18. If you

would like to see if anyone can guess who you are by your baby picture, bring it to Cheryl

Moerbe. We’ll scan the picture and give you back the original. Thanks to all participants.

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PIAB Reminders:

Principles for Effective

Verbal Intervention

Practice and use safe, respectful, non-invasive, and

effective milieu management strategies that have been

proven to work. Manage disruptive and assaultive

behavior with confidence and prevent escalation into

crisis. Start today by following these principles for

effective verbal intervention.

Remain Calm. Remember, the verbally escalating person is beginning

to lose control. If the person you are intervening with

senses you are losing control, the situation will

escalate. Try to keep your cool, even when challenged,

insulted, or threatened.

Isolate the Individual. Onlookers, especially those who are the peers of the verbally escalating person, tend to fuel the fire. They often become cheerleaders, encouraging the individual. Isolate the person you are verbally intervening with. You will be more effective one-on-one.

Keep It Simple. Be clear and direct in your message. Avoid jargon and complex options.

Watch Your Body Language. Be aware of your space, posture, and gestures. Make sure your nonverbal behavior is consistent with your verbal message.

Use Silence. Ironically, silence is one of the most effective verbal intervention techniques. Silence on your part allows the individual to clarify and restate. This often leads to a clearer understanding of the true source of the individual’s conflict.

Use Reflective Questioning. Paraphrase and restate comments. By repeating or reflecting the person’s statement in the form of a question, you’ll help the individual gain valuable insight.

Watch Your Paraverbals. Any two identical statements can have completely opposite meanings, depending on how the tone, volume, and cadence of your voice are altered. Make sure the words you use are consistent with voice inflection to avoid a double message.

*Never forget that you work in a psychiatric facility. Always be on guard and whenever possible verbally defuse a potential violent situation before it has a chance to escalate.

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Customer Service:

Our Priority By Johnny Trlica

Our Customer Service Board is rapidly filling up with

stars as more and more IntraCare employees are being

singled out by patients for their continued efforts at

providing quality customer service. Patients

(customers) made nearly 200 positive comments about

the hospital and our staff in April and May. Here are a

few of them:

1. The nurse in Intake was very nice. She

could feel my emotion. She was very

professional.

2. Cleaning ladies are excellent.

3. My doctor is really good.

4. Intake nurse let me pour it out. She was

very professional and assured me it’s

gonna’ be alright.

5. It’s sort of good to be here.

6. It’s amazing here because of all the

activities. Everyone has been nice to me.

7. It’s fun here.

8. This hospital is awesome. It’s exciting

here.

9. Children techs are doing a good job.

10. People are nice here. They always help us.

We learn a lot.

11. It’s nice here. It’s fancy looking

downstairs.

12. All staff are doing a good job. They treat

me with respect and I treat them with

respect.

13. I think everybody is nice. They treat me

like they want to be treated.

14. I’ve been very impressed with the doctor

and nursing staff.

15. The food is fantastic.

16. This place is good. I’m learning lots of

stuff from groups. It’s been helpful.

17. This is the best rehab I’ve been to.

18. Cafeteria staff does a good job.

19. This is a caring place. Staff teaches us

positive stuff.

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20. The food is good here.

21. It’s been very good here.

22. There are lots of rules—that’s good.

23. It was scary at first—I couldn’t sleep. Now

I feel safe.

24. Housekeeping has been great.

25. Staff are very alert and aware of what’s

happening on the unit.

26. You have sincere people working here.

27. The place feels very lively and fun. Staff

are positive.

28. Staff will try to get my requests done

ASAP. This place is calm. We actually get

help.

29. Staff treat me like regular people

30. I felt respected

31. I was treated like a human being

32. Staff is treating me good. I feel like I’m at

home.

33. This is one of the best hospitals I have

been at

34. Staff are quick to respond to requests

Several Staff members have been mentioned by name

as having provided excellent customer service to our

patients. Here are some of those comments:

1. Susan (RN on the floor) helped me

even though I was freaking out.

2. Miss Kim and Miss Joyce are helping

me get well.

3. Miss Kim takes care of me.

4. Miss Pam is nice.

5. Miss Keisha is nice and played with

me while on 1:1.

6. Darren is very supportive.

7. Johnny, the patient advocate has

been kind.

8. Rashaan was excellent on checking on

me.

9. Koya has helped me.

10. Alice talked to me. She’s really nice

but will get on me over the rules.

11. Alison (Therapist) has been great!

12. Mr. Joffrey has been nice.

13. Anthony (LCDC) has been very nice.

The most recent Customer Service Stars are listed here

with patient comments:

Chris Henry

“Chris has been very nice and patient with

me.”

“Chris helped me pass Sunday when I was

having a bad day.”

“Chris is nice.”

“Chris is awesome.” (X2)

Audley Ramirez

“Audely is number one! She goes out of her

way to help you.”

“Audely is fantastic.”

“Audely is nice. She makes me feel

comfortable.”

Katie Richardson

“We just love her to death. She has a sweet

personality that carries her a long way. She

cares about her patients and love her.” –

signed by 16 adult patients

“Katie is really sweet. Every time I ask her a

question she answers no matter how busy she

is.”

“Miss Katie is very responsible and very

loving.”

“Katie is fantastic.”

“Katie was nice.”

Choicelle Pryor

“Choicelle is nice.”

“Miss Choicelle is easy to talk to.”

“Miss Choicelle always has a smile for you.”

“Staff here are really nice, especially Miss

Choicelle.”—13 year old adolescent

Kim Williams

“Miss Kim is helping me get well.”

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“Ms. Kim takes care of me.”

“Miss Kim is really nice.”

Paul Speights

“Mr. Paul is a great guy. We talked a lot. He

has really helped me. I feel comfortable

here.”—14 year old adolescent

“Paul is very nice and helps me a lot.”

“Paul talked to me like a father.”

Carla Kegler

“Miss Carla is there for us and is like a

mother.”

“Ms. Carla gets an A+.”

“Miss Carla is amazing.”

Shoney Crawford

“I think that Miss Shoney is a very good nurse.

She’s quick and accurate.”

“She always has a great attitude.”

“Mrs. Shoney is a God sent woman.”

“She does an excellent job. She’s always

helpful and goes up and beyond her duties.”

“Shoney is really an asset to this job.”

“She gives us our medicine on time and will

stop what she’s doing to help us and always

has a big smile on her face.”

There are three employees who have been honored

with a second Customer Service Star. They continue to

rise to the occasion offering patients support and

providing answers.

Nolan Lloyd (top picture on page 8)

“Nolan made me feel welcome.”

“Nolan goes out of his way to help you.”

“Nolan was running, really trying to make

things happen.”

“Nolan was so positive.”

Adolph Robinson (center picture on page 8)

“Mr. Adolph is nice and respectful.”

“Adolph is a positive teacher.”

“Adolph is very nice.” (X2)

“Mr. Adolph is very good.”

“Adolph is my favorite.”

“Adolph exudes positive energy.”

“Mr. Adolph is like a brother to me, the way

he talks to me.”

James Walker (bottom picture on page 8)

“Mr. James is nice and respectful.”

Mr. James is cool. It’s safe here.”

“Mr. James is the main one that helped me.”

“James is very nice.” (X2)

“Mr. James is very good.”

“James is a good man. I can tell he cares about

us. He always remembers requests and follows

through.”

Being singled out by a patient in crisis as having gone

the extra mile to make them feel welcome or like they

were being cared for is a great accomplishment. Thank

you to everyone who takes the time to show our

patients that you care.

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Study: One-Third of U.S. Workers Aren't Getting Enough Sleep By The Huffington Post Despite the recommendation that adults get between seven and nine hours of sleep a night, a new study shows that about a third of us aren't hitting those goals.

Researchers from the Centers for Disease Control and Prevention looked at data from the 2010 National Health Interview Survey on sleep habits of U.S. workers. They found that 30 percent of people in the study -- which calculates to about 40.6 million workers in the U.S. -- get fewer than six hours of sleep a night. Their research was published in this week's Morbidity and Mortality Weekly Report.

The study of 15,214 people also shed light on what kinds of jobs are linked with less sleep. The researchers found that people who work in manufacturing get less sleep than other workers, with 34.1 percent of them reporting getting less than six hours of sleep a night.

In addition, people who work the night shift were more likely to report getting inadequate sleep (44 percent), compared with those working during the day (28.8 percent).

Among people who worked the night shift, certain industries had high prevalences of inadequate sleep,

including 69.7 percent of warehouse and transportation workers and 52.3 percent of health-care and social assistance workers, according to the report.

The researchers also found that people between ages 30 and 64 were more likely to report not getting enough sleep, compared with workers between ages 18 and 29 and workers age 65 and older.

People who work more than one job are also more likely to not get enough sleep during the night, compared with people who just have one job -- 37 percent versus 29.4 percent. People who work more than 40 hours a week are also less likely to get enough sleep per night, compared with those who work a 40-or-under week.

Sleep deprivation is dangerous because it raises the risk of a whole host of health problems. Studies have linked inadequate rest with depression, a decreased immune system and memory issues, WebMD reported. Sleep deprivation has also been linked to obesity, high blood pressure and daytime fatigue, which could present safety issues on the job, Harvard Medical School reported.

NOTE: Conrad Frederick posed for this picture and is not sleeping on the job.

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FFFaaarrreeewwweeellllll TTTaaammmmmmyyy

IntraCare bid farewell to our Medical Records

Director in June. Tammy Cervantes has been

with IntraCare since May of 2005 and has

served in several capacities during her tenure

here. She has accepted a position with a firm in

Arizona and we wish her the best.

The Medical Records team treated Tammy to

lunch on June 19 at Mamasitas (left picture).

Tammy has graced the cover of The IntraCare

Times twice and we’ve included some pictures

of Tammy from previous issues of The IntraCare

Times below.

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NNNuuurrrssseeesss WWWeeeeeekkk IntraCare North celebrated Nurses Week from May 6-12. Among the activities marking the occasion were

luncheons, breakfasts and drawings for gift baskets.

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SSSaaafffeeetttyyy FFFaaaiiirrr We go from the fun and frivolity of Nurses Week to the seriousness of IntraCare North’s annual Safety Fair. This

year’s event was held on May 17 starting at 8 am. Thank you to everyone who attended. It’s a Joint Commission

requirement that employees receive annual training in HIPAA, Patient Rights, Fire & Safety, Cultural Diversity and

several other areas. A special thank you goes to Human Resources Coordinator Irene Moore for her tremendous

efforts organizing and facilitating the affair. Remember that CPR and PIAB are not included in the Fair and are

scheduled separately. All employees are required to have current certification in both.

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Resources Available

“Library on Wheels” is accessible for patients to

check out books and other reading materials. Staff

are welcome to check out books as well.

Donations of books, magazines (without staples),

and other reading materials that are appropriate for

persons 9 years and older are needed. Please refrain

from magazines deemed age and/or psych hospital

inappropriate. (Thank you to several employees who

have recently made donations.)

We are in need of Bibles to give to patients, as the

limited supply we had was exhausted very quickly.

When in stock, if a patient asks for a Bible inform

either Patient Liaison in order that one may be

delivered to them. Additionally, journals can be

gotten for patients who ask for them.

We have a limited amount of activities such as

playing cards, crayons, word searches, and coloring

sheets.

Patient Handbooks have been updated recently and

are available. Handbook review makes a good topic

for group discussion. The new handbooks have

illustrations and do not have staples.

If you have an idea or suggestion that will improve

our customer service, let us know.

_________________________________________________________________

The Way We Were Answers

Did you recognize those cute kids pictured on Page

6? The laughing child on the left is Joyce Taylor and

the cuddly kid on the right is Alicia Moore. If you

would to play the Way We Were game bring your

picture to Cheryl Moerbe or Johnny Trlica and we’ll

post it by the time clock and reveal the answer to

everyone in the August edition of The IntraCare

Times. Thanks to Joyce and Alicia for participating.

_________________________________________________________________

PHP Building Gets a Makeover

IntraCare

North

Hospital’s

Partial

Hospitalization

Program

located on

Guhn Road

received a

makeover in

April. Special

recognition

goes to Jose

Argueta for his

hard work

with the

touchup.

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“““QQQuuu oootttaaabbbllleee QQQuuuooottteeesss”””

Roderis White, pictured below and one of our newest employees, inspires us with

these quotable quotes, several of which he wrote himself.

By Roderis White

A friend should be one in whose understanding and

virtue we can equally confide, and whose opinion we

can value at once for its justness and its sincerity.

-Roderis White

Friendship... is not something you learn in school. But if

you haven't learned the meaning of friendship, you

really haven't learned anything.

-Muhammad Ali

Change does not roll in on

the wheels of inevitability,

but comes through

continuous struggle. And

so we must straighten our

backs and work for our

freedom. A man can't ride

you unless your back is

bent.

-Martin Luther King, Jr.

Your work is going to fill a

large part of your life, and

the only way to be truly

satisfied is to do what you

believe is great work. And

the only way to do great

work is to love what you

do. If you haven't found it

yet, keep looking. Don't

settle. As with all matters

of the heart, you'll know

when you find it.

-Roderis White

If you're trying to achieve, there will be roadblocks. I've

had them; everybody has had them. But obstacles

don't have to stop you. If you run into a wall, don't turn

around and give up. Figure out how to climb it, go

through it, or work around it.

-Michael Jordan

The beauty of a woman is not in the clothes she wears,

the figure that she carries, or the way she combs her

hair. The beauty of a woman is seen in her eyes,

because that is the doorway to her heart, the place

where love resides. True beauty in a woman is

reflected in her soul. It’s the

caring that she lovingly

gives, the passion that she

shows & the beauty of a

woman only grows with

passing years."

— Roderis White

At each of these northern

posts there were interesting

experiences in store for me,

as one who had read all the

books of northern travel and

dreamed for half a lifetime

of the north; and that was -

almost daily meeting with

famous men.

-Ernest Thompson Seton

Ask yourself: Have you been

kind today? Make kindness

your daily modus operandi

and change your world.

-Roderis White

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