ORX Awards 2021 - Diversity, Equity & Inclusion - All Are Welcome

OR Excellence Diversity Equity Inclusion

By: Dan Cook | Editor-in-Chief

Published: 8/30/2021

Share:

Methodist Hospital Metropolitan is a leader in equitable and inclusive care.


Efforts to ensure members of the LGBTQ+ community feel welcome at Methodist Hospital Metropolitan in San Antonio began five years ago in the maternity ward, where a woman and her partner welcomed their first child. The joyous time for the same-sex couple was even more special because of the attentive care they received. “They told us how comfortable the staff made them feel, and how that made the occasion that much more meaningful,” says Minerva Gorjon, MBA, Methodist’s human resources vice president. “That inspired us to make sure the entire hospital was welcoming for all patients.”

The inclusive initiatives the hospital’s leadership and staff continue to implement on a daily basis have earned the hospital this year’s OR Excellence Award for Diversity, Equity and Inclusion.

All patients are asked about their preferred pronouns, so every member of the care team addresses them in a way that makes them feel comfortable. Sandy Gallegos, BSN, RN, CNOR, administrative director of surgical services, communicates the preferred pronouns to members of the hospital’s admission staff, who are the first people patients interact with upon their arrival for surgery.

“Charge team leaders also huddle to review the next day’s cases and discuss how patients want to be identified, and share the information with the frontline staff who will be caring for them,” says Ms. Gallegos. “We make sure a patient’s preferred pronoun is known throughout the continuum of care, and is used during their entire stay.”

Staff members are attuned to the needs of patients and their families, says PACU Manager Valerie Huerta, MSN, RN, CSSM, CPAN. “We provide extensive sensitivity training, and every nurse completes a sensitivity course annually,” she adds. “This ensures our team is prepared to provide patients with a welcoming experience.”

Methodist has implemented HIV testing at no cost for all patients who visit the emergency department. The test is performed unless patients opt out. The hospital’s healthcare benefits cover sex reassignment surgery and the hormonal therapy patients undergo during the transition. The benefits also extend to the same-sex spouses of employees.

Collegial Collaboration Leads to Safer Care
Honorable Mention
SAME PAGE Members of Fort Belvoir’s staff discuss the expectations they have for a supportive work environment.  |  Bettina Solwazi

The 550 joint personnel who work at Fort Belvoir (Va.) Community Hospital, as is the case at most facilities, don’t always get along. “I noticed a lot of personal conflicts among the staff and decided we needed to make sure everyone understands that they’re responsible for maintaining a suitable work environment that produces high-quality care,” says Bettina Solwazi, DNP, MHA, MBA, BSN, RN, CNOR, the hospital’s deputy director of surgical services.

She worked with the hospital’s leadership to launch Operation Equal Employment Opportunity (EEO), which reiterates employee rights and responsibilities, provides all staff and leaders with training to voice their concerns about personal conflicts and increases accountability for all staff members to work in unison.

“When there’s harmony in the workplace, we’re better able to serve our patients,” says Dr. Solwazi. “Staff enjoy coming to work and show up ready to provide the highest quality of care. We want to become the safest hospital in America, and we truly believe a harmonious working environment will help bring that vision to fruition.”

Every new staff member sits down for one-on-one interviews with the director of Operation EEO to ensure they understand that all members of the hospital’s staff will be treated with dignity and respect. “They’re told hatred, favoritism, bigotry, bullying or racism will not be tolerated in any way, shape or form,” says Dr. Solwazi.

Training related to Operation EEO began with the hospital’s leadership and continued with the frontline staff — without involvement from their direct supervisors. “Employees often hesitate to be transparent with their immediate leadership in the room,” says Dr. Solwazi.

The training gives staff members and departmental leaders the tools they need to mitigate personal conflicts within their clinical settings or work environments. Staff also participate in regular listening sessions, during which they’re respectful and transparent when discussing personal conflicts with colleagues. “It’s a time to put issues on the table for discussion,” says Dr. Solwazi. “Conflicts sometimes end up being caused by misunderstandings or inaccurate perceptions of situations.”

Operation EEO is focused on improving communication related to patient care, according to Paul Brisson, MD, the hospital’s director of surgery. “Every discordant situation can in some way lead to patient harm, whether it’s the way patients are treated in a clinic or a miscommunication between two staff members,” he says. “This initiative has been tremendously important to us.”

— Dan Cook 

COMMUNITY SUPPORT Methodist Hospital Metropolitan held a flag raising ceremony to recognize and celebrate the start of Pride Month.  |  Methodist Hospital Metropolitan

During Pride Month each June, staff are encouraged to wear rainbow t-shirts on Fridays to show support and acceptance for members of the LGBTQ+ community. Before COVID-19, the hospital manned a tent at the San Antonio Pride Parade to provide medical care for participants and spectators. This year, the hospital hosted a virtual Pride Parade party in a conference room. Staff were invited to have snacks and watch the parade on a series of video monitors set up around the room.

Throughout Pride Month, the hospital’s staff wears rainbow masks and rainbow pins on their ID badges. “We encourage all employees to celebrate diversity,” says Ms. Gorjon. “It’s about creating an inclusive environment for all people.”

For the past four years, the hospital has been recognized as a leader in healthcare equity by the Human Rights Campaign (HRC) for demonstrating a commitment to inclusive care for LGBTQ+ patients and their loved ones. The HRC’s Healthcare Equality Index (HEI) designation is based on inclusive policies and practices related to LGBTQ+ patients, visitors and employees. Methodist has earned top scores over the past four years for implementing non-discrimination policies and sensitivity training.

“The designation shows that we’re a leader in the community for the care of LGBTQ+ individuals,” says Ms. Gorjon. “It’s a partnership between our hospital and the community, and it’s near and dear to our hearts. We prioritize achieving the designation on a yearly basis.”

The San Antonio Pride Center rents office space on the hospital’s campus for a nominal fee, essentially giving the organization a free space to serve the needs of the LGBTQ+ community. Some of the representatives from the group have been patients, or family members of patients, and say they continue to choose Methodist for their care because of how welcome they feel within its walls. Staff have also said they wanted to work at the hospital because of its HEI designation.

Methodist communicates its inclusive practices on social media and in promotional videos, and dedicates a page on its website (sahealth.com/
pride) to health, wellness and legal resources for members of the LGBTQ+ community. Serving as an inclusive facility matters to the hospital’s leadership, and they believe making that known to the communities they serve is essential to improving access to care for all individuals.

“Being recognized as a leader in healthcare equality for the LGBTQ+ community means so much to our hospital,” says Greg Seiler, the hospital’s CEO. “Our staff strives to provide the very best care for every patient, and diversity and inclusion are an essential part of our hospital’s culture.” OSM

Related Articles