Embracing a Client’s Culture

Faxton-St. Luke’s Healthcare is a regional network of two hospitals and eight primary care facilities serving the upstate New York’s Oneida and Herkimer Counties. St. Luke’s Campus has 346-beds in their acute care wing and 242-beds at their long-term care center. The Faxton Campus is primarily outpatient and includes regional Dialysis, Cancer and Rehabilitation Centers as well as a 26-bed inpatient unit for medical rehabilitation.

The combined facilities have recently received a number of accolades including a listing in the 2007 Thomas Reuter’s Top 100 hospitals as a Performance Industry Leader, and recognition as one of the nation’s top hospitals in National Research Corporation’s 2008/09 Consumer Choice Awards for the fifth consecutive year.

For over fifteen years, Securitas USA has provided the primary security force for the two campuses.  Approximately 23 officers provide round-the-clock coverage, overseeing essential services such as access control, lock downs and running the lost and found. “The officers help handle patients who are psychotic, suicidal or homicidal as well as issues such as domestic disputes; anything that’s needed that relates to our patients,” says Robert Sylvester, Director of Safety and Emergency Preparedness. Securitas officers also liaison with area police and law enforcement agencies as needed to deal with issues that involve theft or other crime and have even assisted with the apprehension of an out-of-state felon. “Securitas has received accolades from [our local] police departments,” adds Sylvester.

Officers help conduct frequent drills that test emergency procedures, such as code abduction drills in the maternity, labor and delivery departments.  In addition, Securitas makes an extra effort to share their knowledge with the greater hospital population.  The Securitas account manager runs quarterly seminars for nursing staff, care attendants and patient companions on how to handle aggressive behavior. 

Sylvester notes that an essential part of Faxton-St. Luke’s culture – and perhaps the reason for their recent spate of awards – is the focus on what they term Relationship-Based Care (RBC).  “We put the patient and their family first; studies show that leads to a better healing environment,” he explains.  “RBC goes beyond the nursing station; it requires the commitment of the entire organization.  In security, we sometimes have a one-track mind toward security, and we have to remember that it is just as important to take the time to say hello.”

The RBC culture has also changed how Sylvester works with his security team.  “We try to handle any issues in house before we engage Securitas,” he says.  “We have a good family relationship and try to work through our differences.”  Securitas, too, plays a closer role than a contractual relationship might require.  The account manager participates and contributes his expertise at the hospital committee level.”  In fact, Securitas has assisted with a new emergency plan for the entire operation.

“Since implementing RBC, we’ve seen a drop in behavioral codes such as thefts and larceny,” reports Sylvester.  “The officers’ presence and dealings with the patients is different; they are engaged from the moment the patient walks in from the parking lot.”

“Securitas officers are not your typical watchmen, whose first action is to call 911.  Instead, they know how to deal with issues and they know when they need additional assistance, whether it be more officers or the police department.  And everyone –from the local account manager to the regional manager – wants to make sure the client is happy.”

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