Employee Newsletter | October 2018
Our Clinical Volunteers
New Employees
Mark Your Calendar
Our Pharmacy
Pass It On
TIC Corner
 Staff Anniversaries
Help Find Your Co-Workers
Service Excellence Reminder
In the News
Clinical Volunteers are Making a Difference
Skip Volunteer
When people take time out of their already busy schedules to donate and give back, the work they do takes on a different type of value. From dermatology to dentistry, “Our clinical volunteers provide years of experience and support for our patients and staff,” says Dr. Whitney Goode , Dental Director at GSCH. “They open access to provide care to a wide range of patients across our programs.”

Take Dr. Skip Homicz , for example. Skip started volunteering in 2002, helping plan the Dental Center at Families First and then serving as volunteer Dental Director, as well as seeing patients, until recently. That’s 16 years of donated time and effort! The clinical volunteer work done by Skip and many others not only helps alleviate pressure from other staff, but it has also saved our organizations thousands of dollars

We rely on the kindness and selflessness behind donating one’s time to get so much done. Last year alone, Families First saw over 200 people donate more than 5,300 hours of work . This translated into over $128,000 saved for the organization. Our volunteers don’t show up expecting a paycheck or a crowd of onlookers; they show up because they feel it is the right thing to do. The work has a different type of value .

Our list of specialized clinical volunteers shows the range of services we offer and the depth of impact that their work has on all that we do. We have Joyce O’Reilly, RN, and physicians Joan Sisto and Lauren Grady, who work in dermatology; Barbara Deuell, an allergist; and Holly Zurer , a birth doula. Our dental teams have had a long line of volunteers: Neil Hiltunen, Barry McArdle, Rodney Burdette, Kevin Dugas, Skip Homicz, James Fishbein, Peter Thomas and Steven Smith have contributed to the dental health of thousands of people in our area. Their hard work is shown in the bright smiles and healthy families which have come to love what our organizations stand for; doing what’s right . Thank you to all of our volunteers, clinical and non-clinical alike.
Welcome, New Employees
M. Eden Beams, MD
Family Physician, Portsmouth
Tara Kenney
Nurse Practitioner, Somersworth

Mimi Hallowell, MSW
Behavioral Health Specialist, Portsmouth
Michele Shaw
Recovery Support Coordinator, Somersworth

We also welcome:

Kyana Schaeffer , Patient Advocate
and our students, Alexander Katanov (Dental) and Avery Skelton (NP)

Mark Your Calendars
Hannaford Fundraiser
The Hannaford Grocery Store at 633 Central Ave. in Dover will donate $5 to us for every copy of the Hannaford Fresh Cookbook sold during October.

Artists of the Seacoast Calendars
Now until they’re gone!
Contact: Lauren Garza
Get yourself a new calendar to mark! The gorgeous Artists of the Seacoast calendars help raise money for us and can expose you to some fantastic local artists right in your community. Each employee will get a free calendar soon, and you can buy more as gifts ($15) at Families First (at the Family Center window) and at Goodwin (location TBA), as well as in local stores. See the artwork.

You Matter: Community Conversations on Mental Health
Thursday, November 8, 5:30pm
@ Dover High School
Contact: Ashley Ciampa
A community conversation helping to de-stigmatize mental illness in our community because YOU MATTER. This event is part of a larger series spotlighting mental health in our community. View other events here .

All Hallows’ Eve Costume Spooktacular & Pot Luck
Wednesday, October 31, 12-1:30pm
@ GSCH Portsmouth and Somersworth sites
Contact: Eva Leye r
Decorate your doors (outside of the patient areas), sign up for a potluck dish to bring, and wear your best costume to celebrate with staff.
Our Pharmacy
The Goodwin Pharmacy is busy - answering customers’ questions, filling prescriptions, and providing affordable over-the-counter medications. Since opening in December of 2015, the Goodwin pharmacy has surpassed expectations for earnings and number of people served, filling over 18,700 prescriptions since opening day. What’s their secret? “Service with a smile,” says Diep-Anh T. Nguyen , pharmacy manager and Certified Diabetes Educator. Not only do they take the time to know their customers’ names, but they often know their medical story . The staff at the pharmacy has taken the time to integrate the Rx services into the rest of a patient’s relationship with Greater Seacoast Community Health. This helps them to better treat the whole person .

The staff has three pharmacists — Janice Pazzaness, Robin Cafazzo, and Diep-Anh — and two pharmacy technicians, Susan Geary and Suzie Baumgardner. 

Prices at the pharmacy more often than not beat out local competitors, and they’re ready to pass the savings on to YOU! The pharmacy service and Americares Program is completely open to the public so anyone, including all staff of Greater Seacoast Community Health, can take advantage of this great service. Stop by, say hi, and find out for yourself how the work being done at the pharmacy is having such an impact on so many lives.
Diep-Anh T. Nguyen, pharmacy director
Pass it On
Please refer your clients to these programs
COAST Public Transportation Public Forum
October 19 through November 8
Click Here for specific town dates
COAST is undertaking a comprehensive operations analysis to evaluate all of their services and reshape them based on community priorities, feedback, demand, and available resources. This is an exciting opportunity to shape the COAST transit system for the future.

Diabetes Self-Management Group
Open to anyone 18+ with type 2 diabetes
Thursdays, 5-7:30 p.m.
@ Goodwin Community Health
Contact: Megan Atkins
T hi s program, developed by Stanford University, can help you deal with the symptoms of diabetes – including tiredness, pain and emotional issues – by helping you learn how to eat and sleep better, manage your day-to-day activities more effectively and more!
Family Programs
Open to: All parents, grandparents, guardians and children
Weekday mornings and some evenings
@ Families First (Portsmouth and Seabrook), Goodwin Community Health and more
Contact: Family Center at Families First (603-422-8208 ext. 2) or click button below
We offer parenting classes, playgroups, support groups and family programs in Portsmouth and other towns (sometimes including Somersworth). Parenting classes this fall in Portsmouth are: Active Parenting, Go to Sleep!, Parenting Your Teen, Co-Parenting Support Group, and many more! Check the full list of available classes here
Follow the links below for complete program listings:

TIC Corner: Part
Using Trauma-Informed Language
The language we use with staff and clients in every interaction is important. This involves all staff at an organization, not just clinical, as all staff members are critical to the health care and recovery process and thus must have skills and sensitivity.

Here are some examples of language that is damaging because it implies disapproval, contempt, shame and/or unwillingness to continue interacting unless the person changes to be more acceptable in the eyes of the speaker, followed by alternatives to consider:

Instead of… "Client is non-compliant"
Try… A positive reframing to acknowledge that the client is doing the best they can at the moment and then explorewith the client how you can help them better engage in their care.

Instead of… “Client has poor coping methods.”
Try… “They have survival skills that have got them to where they are now.”

Instead of… “They are permanently damaged.”
Try… “They can change, learn and recover.”

Instead of… "Client no-showed"
Try… “The client was unable to make their appointment.” OR “The client missed their appointment today.” (Sometimes we need to use the term “no show” in an EHR, which is OK. The critical change is to move away from using this language in conversation. So, saying “a client was not able to make their appointment” may feel cumbersome, but it ensures we are removing that judgmental lens.)
While most of the examples above are pretty blatant, there can be subtle statements or questions we need to be aware of that damage the safety of our relationship with people who have survived trauma.
TIC Corner: Part 2
A free training
A free training called Trauma Informed Care in Health and Social Services will be offered Oct. 30 from 2-4 p.m. at the Community Campus, led by Jen Stout, MSW (a former Families First employee). More info
Staff Anniversaries
Ivy Hichens 15
Lee Cluley 15
Sharon Dubois 12
Sherry Royal 8
Susan Turner 8
Riona Corr 6
Melissa Niles 5
Elizabeth Harrison 5
Jerry Yergeau 4
Sheryl Gibbs 2
Linda Berry 2
Melissa Bradshaw 2
Alexis Zerbinopoulos 2
Helen Long 1
Lindsay Raynes 1
Robert Davitt 1
Deirdre Boryszewski 1
Faye Brewster 1
Lindsey Auger 1
Melissa Brackett 1
Lauren Garza 1

... and congratulations to Ben Baumann on his recent marriage!
Help Find Your New Coworkers
To see the open positions, please visit our job postings page . Right now we have about 10 openings, including Dental Receptionist and HR Coordinator. Feel free to refer people you know. (There are referral benefits in many cases.)
Service Excellence Reminder:
Having a Can-Do Attitude
Say What You CAN DO
Make-it-or-break-it moments with customers impact how they perceive us, as well as their loyalty. Saying what we "can do" during these "moments of truth" help us stay in the flow and often invite them from "unacceptable dis-satisfaction" to "acceptable dis-satisfaction."

Developing a "Can-Do" Catalog
1) Study customer surveys and brainstorm with each other to determine:
✓ Awkward moments with our customers and other groups
✓ Predictable process issues and other dilemmas
2) Create recovery "Can Do" words for these moments of truth
3) Encourage each other to use them-with everyone on the same page
4) Review and use them regularly
Times to Use the "Can-Do" Catalog
✓ When a customer can't get what they want
✓ When you must tell someone their request is outside your policy
✓ When a customer wants you to make an exception
✓ When a customer pushes for an unrealistic time-frame
✓ When a customer asks for something illegal or unsafe
✓ When a customer wants us to waive their copay
✓ When we cannot refill a prescription (too early, not authorized, etc.)
✓ When a pt. is on same day status (due to "no show" history)
✓ When a patient is late for an appointment
✓ When a patient wants to switch providers
CAN DO Key Words for Scheduling, Check-In, Check-Out, Business

1. When there is incomplete information from a referral source or patient:
"You have probably given this information before; but I want to be sure we have what we need to take the best care of [you/your loved one]. So, may I ask ... "

2. When billing is difficult for a customer to understand (or he/she is angry/confused):
✓ "I am happy to explain to you why the invoice is the way it is. We want to be sure you understand."
FEEL / FELT / FOUND: "We understand why you may feel a bit confused; others have felt medical billing to be hard to understand ... What questions do you have?"

3. When a person is unhappy that they have lo come in before getting a medication refill:
"It does seem to some to be unnecessary. But, we are concerned for your safety and this is the best way our doctors have found to care for you safely.'

4. When a customer has been transferred several times or has been on hold for a while:
✓ "/ apologize that you haven't been helped sooner. You have my full attention. How can I help you?"

5. When there is a scheduling mistake, which is Goodwin's fault or a provider is double-booked:
We apologize. Let's see what we can do for you ... ".

6. When asking for an insurance card or paperwork to be filled out each time a patient arrives and patient complains, "Why do you need it again, since all information is in the computer already?"
"I know you've given this information before, but I want to be sure we have what we need to take the best care of [you/your loved one]. So, may I ask. . ."

7. When someone wants to know information about a customer and you need to be HIPPA compliant:
'We understand your concern for__ . Out of respect for her privacy, when you see her she can tell you more."
In the News
Media Links
Families First