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However, cascade-style message dissemination is a top-down, one-directional model of communication — the antithesis of engagement. Nurse managers and department heads on the managerial level play a critical role in the communication process. Department heads are the de facto human filters in the vertical messaging process between senior management and the employees Jones, At SBH, the managerial level are key influencers.

Understanding what motivates all employees and providing them with means to positively affect their work environment and the bottom line of the organization drive the engagement of a diverse workforce in an inclusive organization Gillis, et. In the health care industry, and specifically at SBH, three important factors must be considered to understand the characteristics, behaviors and attitudes: mobility, digital attitude, and level of engagement. Health care workers perform a multitude of computer-related tasks, dependent on the nature of their role.

In contrast to other populations such as office workers or clinic-based health care workers, hospital workers are highly mobile during their working day. Nursing staff are perhaps least mobile, spending most of their day moving around their home ward. Medical staff may have to move widely across a hospital campus. Senior medical staff may also have to move off campus, to attend other hospitals or clinics Coiera, On the other hand, grounds keepers, security guards and kitchen staff seldom access a computer to perform their job, but do carry a personal smartphone device not required by their supervisor.

Although every SBH employee is assigned an email address, staff members who do not use a computer to perform their job have never been trained how to access their email, and have never accessed their email. Forecasted trends for the health care industry show the importance for communications professionals to understand the communication behaviors, attitudes and characteristics of Generation Z and Millennials also referred to as digital natives aging into the workforce spectrum. Segmenting the SBH workforce by age or generation is unethical, but this data supports another method for segmentation — by digital mindset.

The SBH workforce is made up of people with varying degrees of computer literacy and technology competency — independent of their age or generation. The digital age gap arises from a conflict between people and technology: their expectations, their experiences, and their priorities, in their ways of understanding work and the world Salkowitz, Digital natives possess a radical view of normative communication expectations.

This generation is redefining the scope of social interactions and personal relationships to include inanimate objects of every kind—your toaster, TV, car, lawn mower, salt shaker—basically anything without a heartbeat. Plants are tweeting when they need water. Health devices are posting metrics to your Facebook wall.

Home security systems are texting you. Semmelhack, A survey would need to be conducted to measure how each employee self-identifies their level of tech-savviness, but this concept can be used when defining the audience segments. Truly engaged workplaces are rare. Engaged employees are emotionally attached to their organizations, and when employer reputation changes, so do relationships of employees with employers Gilbert, Gallup research shows that worldwide, just 13 percent of employees are engaged in their jobs — they are involved in, enthusiastic about and committed to their work, coworkers and workplace.

The remaining 87 percent of employees are either not engaged or indifferent — or even worse, are actively disengaged and potentially hostile — to their organizations Gallup, However, SBH employees demonstrate a unique set of characteristics and behaviors. From an ethical viewpoint, people working in public health share a strong commitment to social justice and equity, balanced with an appreciation of the role of individual autonomy and decision making Breslow, SBH employees understand the complex needs of the Bronx community, are willing to commute long distances, and often think they are there for the short-term, but end up staying for the length of their career.

A kitchen worker recently celebrated 45 years of service. Several non-clinical staff are related family members. Many know each other from their Bronx neighborhood where they were born and raised. In a commercial, Dr. The overarching intended outcome of the Workplace campaign is percent employee compliance and engagement. The sequential flow model of the campaign contains a series of key phases, going from awareness to engagement see Figure 5 below. The intended outcome or state of each phase creates a progressive context providing insights campaign message development.

As an employee moves through each key end-state phase — regardless of job grade or type, access or attitude — their level of awareness and engagement transforms. The employee buy-in process adds another layer to the engagement flow model as shown in Figure 6 below. Within each state of the buy-in process, employees can be further segmented by their attitudes and behaviors defining the state, or preventing them from progressing in the flow model. Workplace offers employees a dynamic set of tools to enhance productivity, streamline communication, and manage projects with transparency.

A benefit segmentation approach for an internal communications campaign would focus on the advantages employees receive from tools rather than the behaviors and attitudes of the employees. For example, a message strategy could use the benefits of Facebook Live for department heads to broadcast staff meetings. One of the greatest pitfalls in determining a target audience is thinking a product is for everyone. At SBH, a person is either an employee or they are not — so how can communicators avoid the common pitfall of marketing to the masses everyone!

Existing Database Segmentation SBH has four employee databases used by other departments in the organization. Department and Service Site Segmentation The public-facing website is organized like a building directory guiding patients and visitors to a specific location, department or service.

Your Local Connection to ACHE

Mobile Workers Health care workers perform a multitude of computer-related tasks, dependent on the nature of their role. Digital Attitude Forecasted trends for the health care industry show the importance for communications professionals to understand the communication behaviors, attitudes and characteristics of Generation Z and Millennials also referred to as digital natives aging into the workforce spectrum.

Level of Job Engagement Truly engaged workplaces are rare. Campaign Outcome The overarching intended outcome of the Workplace campaign is percent employee compliance and engagement. Benefit Segmentation Workplace offers employees a dynamic set of tools to enhance productivity, streamline communication, and manage projects with transparency. All in all, the SBH employee population can be segmented using several methods. Therefore, selecting a segmentation and message strategy that causes the greatest amount of onboarding at launch is highly recommended.

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Bibliography Baer, J. A Guidebook. Sprout Social. Barnet, S. Gallup, Inc. Washington, D.

Leading a Hospital Turnaround A Practical Guide by Anthony K. Jones

Occupational Outlook Handbook. Encyclopedia of public health Gale virtual reference library. New York: Macmillan Reference. Circulation ; 13 Chuang, E. Health Services Research, 47 4 , Journal Of Nursing Management, 22 7 , Communication Systems in Healthcare. Clinical Biochemist Reviews, 27 2 , 89— Many tests require that the patient be prepared in some specific way to ensure useful results.

Digital Hospital Series: Location Services

The best analytical techniques provide results that are only as meaningful as the quality of the specimen that has been submitted for analysis. Our goal is to provide you with the most useful diagnostic information possible. If you have questions about patient preparation for any test, please call Client Services for further assistance.


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For the majority of tests performed on serum, plasma or whole blood, a fasting specimen is preferred. Non-fasting specimens often contain fat particles that can interfere with many analytical procedures. Fasting is defined as no consumption of food or beverage, other than water, for 9 to 12 hours before testing. It is helpful to indicate patient age and blood type so that appropriate reference ranges can be assigned for reporting purposes. On occasion, patient age will assist the technologists in choosing the appropriate initial sample dilution for the assay.

Special small conical tubes with screw caps are provided to prevent evaporation of small volume samples. These tubes will hold up to 1. Standard specimen transfer tubes should be used for larger volume samples. For urine specimens, use urine vials. Contact Client Services for information about supplies provided by Quest Diagnostics. The most common are the Glucose Tolerance Tests where the patient drinks a solution containing glucose, and blood specimens are obtained before and at various times after the drink, to measure the concentration of glucose in plasma or serum.

Children ingest an amount of glucose proportional to their body weight 1. Specimen Labels All specimens should be labeled at the time of collection with at least two patient identifiers. Test Requisition Specimens must be accompanied by a paper requisition, prepared either by hand or printed from an electronic ordering system. The requisition, at a minimum should contain the following information: Adequate patient identification information e. When ordering tests in a series e.

Write the number of specimens on the test requisition. Submit all specimens within a series together in one specimen bag. Improperly labeled specimens will be rejected. The following are the minimum specimen packaging guidelines that should be followed when submitting specimens.


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Quest Diagnostics will provide a lock box for specimens awaiting -pick--up by a Quest Diagnostics Logistics Representative. However, customers are responsible for the security of specimens prior to -pick--up. We recommend that the lockbox be placed in a location that is not subject or exposed to extreme temperatures. Frozen specimens must be transported in insulated containers surrounded by an ample amount of dry ice to keep the specimen frozen until it reaches the laboratory.

Thawed specimens are unsuitable for analysis. In the event a thawed specimen is received, you will be asked to resubmit an adequate specimen. If you would like more information about sending specimens to Quest Diagnostics, please contact your Client Service Representative.

Do not send any needles or other sharp or breakable objects. Do not send medical waste as a diagnostic specimen since it may violate the law and create a health hazard. Properly discard used needles or other sharps prior to transport. Please note for tests requiring the submission of syringes, the needle must be removed and the syringe capped before sending to the laboratory.