1. Note about support staff development:
It is recommended that all support staff working within a Joslin Affiliate attend a basic diabetes education class so they can have an understanding of what patients experience and also be able to have an understanding about diabetes. Focus on addressing misconceptions and common concerns they may hear from patients. It may also be helpful to pair an educator with one of the support staff team members for occasional observation and mentoring.
This orientation program does not present diabetes basics, but focuses more on what is unique about Joslin. Slides 1 – 21 is the basic Joslin overview.
Slides 21 – 28 includes messages more on customer service essentials. Both parts can be done together or either section can be done on its own.
Please feel free to call your site coordinator to review the slides and key messages as you prepare to use these with your support staff.
Your Part in the Success of the Joslin Diabetes Center: Orientation for Support Staff

2. Goals of this Presentation
Describe Joslin history and mission
Explain your hospital’s relationship to Joslin in Boston and the other Joslin Diabetes Centers
List the Joslin Diabetes Center services for your patients
Identify what you can do to make a good impression on patients
Discuss importance of having patients use the whole team
Confidential

3. Joslin Diabetes Center
Mission: To improve the lives of people with diabetes and its complications through innovative care, education, and research that will lead to prevention and cure of the disease.
Confidential

4. Joslin Diabetes Center
Experience and History
World-recognized leader for over 100 years
Harvard Medical School affiliate
Research and Discovery
Reported relationship between tight control and complications
Developed laser for diabetic eye disease
Identified causes for Type 1 diabetes
Developed techniques for improving pregnancy outcomes
Care and Treatment
Cared for more than 225,000 people with diabetes in Boston
Pioneered team approach to diabetes management
Education and Outreach
Award winning publications
Leading provider of Continuing Medical Education
25 Affiliate locations nationwide (and international)
Confidential

5. The world relies on Joslin
Joslin’s global impact magnifies every investment and every breakthrough –putting Joslin in the best position to find a cure
Largest institution in the world devoted exclusively to diabetes research, care and education
More than 40,000 patients cared for by the Joslin Vision Network
More than 100,000 patients seen each year at 27+ Joslin Affiliated Centers
Affiliated with
Harvard Medical School
Joslin
Diabetes
Center
World’s largest team of board certified physicians treating diabetes
Highest patient population on insulin pumps in the world
Sets the standard of
care and education with 250,000+ patients treated
Database of medical data stretching back decades
Best record for saving kidneys, legs and eyesight potentially lost to diabetes
Highest concentration of diabetes educators
in the world
Confidential

6. Strategic Partnerships
The public sees Joslin’s name in many places!
Walgreens – many diabetes resources
Calorie King – Joslin provided diabetes content
Time magazine – an annual diabetes insert
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7. Elliott P. Joslin, MD
1898 – 1962
First doctor in US to specialize in diabtes
Founder of the Joslin Clinic, worlds first diabetes care facility
Developed role of the diabetes educator
Published many books
10 medical textbooks
10 manuals “for the mutual use of doctor and patient”
Confidential

8. The diabetic who knows the most, lives the longest.
“The number of cases is so great… that their care must rest in the hands of the general practitioner. It is ridiculous to expect that the treatment of (all) diabetics should be under the supervision of a specialist.” E.P. Joslin, MD
The diabetic who knows the most, lives the longest.
Confidential

9. Goals of Affiliated Programs
Locate near the people we serve
Deliver high quality care cost effectively
Share ideas with centers around the world
Bring more people to our hospital
Team up with the world’s leader in diabetes care, education and research 15

10. Key 17 40 34 3 3 Confidential Skilled Nursing Facilities International
1. University of California Irvine Medical Center — Irvine, CA
2. Lawrence and Memorial Hospital — Mystic, CT
Lawrence and Memorial Hospital — New London, CT
Lawrence and Memorial Hospital — Old Saybrook, CT
3. The Hospital of Central Connecticut — Farmington, CT
The Hospital of Central Connecticut — New Britain, CT
4. Mercy Medical Center — Cedar Rapids, IA
5. OSF HealthCare — Bloomington, IL
OSF HealthCare — Peoria, IL
6. St. Mary’s Medical Center — Evansville, IN
7. Floyd Memorial Hospital & Health Services—New Albany, IN
8. Joslin Clinic — Boston, MA
Joslin Clinic — Needham, MA
9. Doctor’s Community Hospital — Lanham, MD
10. Providence Hospital — Novi, MI
Providence Hospital — Southfield, MI
11. Southern NH Medical Center — Nashua, NH
12. Frisbie Memorial Hospital — Rochester, NH
13. AtlantiCare Medical Center — Atlantic City, NJ
AtlantiCare Medical Center – Hammonton, NJ
14. Upstate Medical University Hospital — Syracuse, NY
15. St. Vincent Charity Medical Center — Cleveland, OH
16. Southview Hospital — Dayton, OH
17. Forbes Regional Medical Center — Monroeville, PA
Alle-Kiski Medical Center — Natrona Heights, PA
Western Pennsylvania Hospital — Pittsburgh, PA
18. Temple University Hospital — Philadelphia, PA
19. Southeast Texas Medical Associates — Beaumont, TX
20. Cypress Fairbanks Medical Center Hospital — Houston, TX
21. St. Mary’s Medical Center — Huntington, WV
22. Brookwood Medical Center — Birmingham, AL
23. Hallmark Health System – Melrose, MA
24. Deborah Heart & Lung Center – Browns Mills, NJ
25. Wake Forest Baptist Health – Wake Forest, NC
Skilled Nursing Facilities
26. Newington Health Care Center — Newington, CT
27. Concord Healthcare Center — Concord, MA
28. The Hurlbut — Rochester, NY
International
29. Chaleur Regional Medical Center — Bathurst, NB, Canada
30. Dasman Institute — Kuwait
31. Agada Healthcare – Chennai, India 12 11 14 27 23 8 28 2 3 26 17 10 15 17 18 24 4 13 40 16 5 7 9 34 21 6 1 3 25 3 22 20 19 29 30
February 18, 2011
Confidential

11. Joslin Affiliates Receive…
Operating Manuals
Joslin protocols/guidelines
Clinical, operational, and marketing support
Staff training/education
Patient education materials
Assistance with ADA program and provider recognition
Outcomes tracking and benchmarking
Monthly operating report
Annual meeting/ networking
Use of Joslin name/reputation
Exclusive territory
Assistance in recruitment of endocrinologist(s)
Access to Joslin’s web-based education programs
Close connections with Joslin! 19

12. Everyone is essential to the success of the program!
The Joslin Team
Patient
Endocrinologist
Center Administrator
Nurse Educator (CDE)
Dietitian Educator (CDE)
Nurse Practitioner
Receptionist
Medical Assistant
Billing
…and more!
Everyone is essential to the success of the program!
Confidential

13. Being Part of a Network
Joslin Diabetes Center in Boston communicates with you:
through the monthly Affiliate Newsletter
via and phone
through conference calls
on-site visits
a designated Affiliate site coordinator
Joslin Diabetes Center in Boston is:
a resource for your program
a link to other experts in the network
responsible for new program development
interested in your feedback
Confidential

14. Joslin Resources Publications Website – www.joslin.org
20% discount for Affiliates
Website –
Special password
Discussion Boards for patients
Joslin Store
Continuing Medical Education programs
Confidential

15. Your job is to explain your Joslin Diabetes Center’s services to patients and callers.
Confidential

16. Important Joslin Education Themes
The educator works to convey the
following messages to all patients:
Joslin CHECK Points:
Confidence
Hope
Empowerment
Clarity
Knowledge
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17. Joslin Assumptions The patient is in charge of his/her diabetes
Education is provided so patients can make informed decisions and solve day-to-day problems
The healthcare provider cannot make a patient do something she/he is not willing or ready to do
Aim to discuss “real” diabetes – not the academic subject
Confidential

18. The Educator’s Role – Dietitian or Nurse
Help patients:
Understand their disease
Solve problems
Improve food choices
Check blood glucose and take action when the glucose is not in target
Prepare for sick days
Check their feet and report problems
Take control of their diabetes
Avoid complications
Prepare for and manage diabetes in pregnancy
Confidential

19. Joslin Assumptions
Education is ongoing and requires continuous evaluation of progress towards goal
Behavioral outcomes are the unique domain of educators
Family members are an essential part of the education process
The patient decides what roles the family members should play
Confidential

20. You are the First Impression of Joslin
Express your enthusiasm for what Joslin can do for patients
Encourage patients to use the whole team
Know your program and be able to explain the services
Stress the importance of patients keeping appointments
When making reminder phone calls, ask patients if they intend to keep the appointment
As the patient is leaving ask, “Is there anything else we can do for you today?”
Confidential

21. 100 of the Joslin 50 Year Medalists
It’s all about the person with diabetes!
100 of the Joslin 50 Year Medalists
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22. The E’s (Ease) of Customer Service

23. 10 E-ssentials Everyone’s name used (personal)
Etiquette (courteous a’ la Ritz)
Exact (on-time / correct)
Exceptional Educational Material (Wow!)
Exceed Expectations (offer an Extra something)
Easy, Effortless Systems (anticipate needs)
Entertaining (edu-tainment)
Employee Enjoyment (happy, rewarded, smiling!)
Engage all Senses (enhancing the experience)
Educate (staff and patients alike)
Confidential

24. How YOU doin’? Walk in the customers shoes Assess each E-ssential
Identify area(s) for improvement
Make a plan
Implement
Evaluate
Confidential

25. What do you say when a patient says this?
“I’d like to make an appointment to see just the doctor. I don’t need to see an educator”
“I know what to eat. I don’t need a dietitian”
“What’s different about Joslin?”
How do you talk patients into
seeing an educator?
Discuss with your team.
Confidential

26. When Things Go Wrong… Communicate with patients – do not ignore them
Acknowledge the problem
Apologize for the inconvenience
Explain what will be done, is being done or was done to fix the problem
Inform patients about delays
Tell patients you are running behind
Explain the reason
Call patients if necessary
Offer them the opportunity to reschedule
Offer a service recovery gift; discuss options with your team
Confidential

27. Did this program meet the goals?
Do you understand:
Joslin history and mission?
your hospital’s relationship to Joslin in Boston and the other Joslin Diabetes Centers?
what you can do to make a good impression on patients?
Can you:
Explain your Joslin Diabetes Center services to patients?
Talk patients into using the whole team?
Confidential

28. You are the face and voice of the Joslin Diabetes Center, world-recognized leader! Makes us proud!
Confidential