Importance of Great Customer Service: Week of June 9, 2023

 

Dear Students, Faculty, Residents, Staff, Alumni, Board Members and Friends, Good morning on yet another morning when the particulate matter in the air from Canadian wildfires is still very high. As we’ve tried to remain indoors, the campus has been busy with Summer semester in full swing. This week we welcomed about 30 Blindness and Low Vision students to campus for their in-person classes. Here are some other items of interest for you:

BIOMED STUDENT’S RESEARCH: Jacqueline Magnarelli ‘25PhD, IRB/IACUC administrator, is turning her own experience into a doctoral research project to determine the relationship between rheumatoid arthritis (RA) and depression. Currently in the preliminary stages of her doctorate research, Magnarelli has a long road ahead of her, but is embarking on a journey she is passionate and excited about. Click here to read more about her efforts.

WHERE ARE THEY NOW: Tracy Matchinski, OD, Resident ‘96, FAAO, was a fourth-year optometry student at the Illinois College of Optometry (ICO), when she had her first experience with a visually impaired patient in clinic. She realized she needed to know more about vision rehabilitation. And then, she got lucky. Click here to find out how.

JUNETEENTH CELEBRATION: Salus University is part of the Southeastern Pennsylvania Consortium for Higher Education (SEPCHE), and we have an opportunity to support one of our consortium member institutions by attending the Juneteenth Celebration at Cabrini University from noon to 4 p.m. on Monday, June 19. Please see the attached flyer for the QR Code for registration.

FINAL THOUGHTS: I have been reading with interest a very insightful book by Philadelphia Business Journal columnist Stan Silverman entitled, “Be Different” that provides a trove of expert guidance for professional differentiation and leadership development. In his recent column, Stan describes a frustrating customer service experience and a set of questions and recommendations to prompt organizational improvement. My takeaway is this: disappointing customer service experiences are ones people tend to remember, especially in how they evaluate the company offering the service.

This past weekend, I had the opposite experience with a discount tire franchise. Heading to Virginia to attend a memorial service with my wife and close friend, we were sidelined by a flat tire enroute. After several phone calls, we found a Mavis Tire store. Thirty minutes later, we were back on the road. Unfortunately, fifteen minutes later, we experienced a second flat tire, which doomed the trip. As upset as we were about missing the service, we noted the customer service we received from Mavis. After bringing my car to my local dealership at 3:30 pm that afternoon, they replaced both tires for me in record time – by 10 am the next morning I had my car back. The quality of service that people receive, good or bad, creates a lasting impression.

As the incoming Commanding Officer of the Naval Hospital in Okinawa, Japan I was confronted with a range of patient complaints about our lack of service -- from difficulty getting timely appointments to less than friendly staff treatment. We developed a “Go the Extra Mile” customer service reward program. Within months, our hospital was recognized for providing outstanding customer service by the Tricare Management Agency based on a survey of our patients and providers.

Excellent customer service remains an important aspect of excellent healthcare. Patients and clients often associate quality customer service with quality care. How we treat our patients, staffs and our colleagues -- from their initial contact with the office and staff to the interaction they have with each of us, matters. Great customer service leads to better patient, client and provider relationships, improved compliance and better outcomes.

This week marked two important milestones in military history that shaped our world today – the Battle of Midway on 4 June and the D-Day landing on 6 June. Both played pivotal roles in defeating the Japanese and Nazis in World War II. Please take a moment to reflect on those who gave their all to ensure our freedoms and ability to live the lives we do in America.

Consider how you will provide outstanding customer service to all with whom you interact. Keep in mind that the fires in Canada might still affect our air quality into the weekend, so please take appropriate precautions to remain SALUS STRONG!

-Mike

Juneteenth National Independence Day and a Change in Our Vaccine Policy: Week of June 18th, 2021

Students, Faculty, Residents Staff, Alumni, Board Members and Friends,

Good morning on a cool and sunny Juneteenth National Independence Day. As we pledged to do last Fall, today was designated a University holiday in commemoration of the June 19, 1865 announcement of General Order No. 3 by Union Army General Gordon Granger, proclaiming freedom from slavery in Galveston, Texas. Just yesterday, President Biden signed a bill making this a Federal Holiday to allow all Americans to have the time to reflect on the significance of the day. Closer to home, here are some of the things happening around campus:

NEW VACCINE POLICY: As I hope you have all seen by now, we have updated our Salus Safety Strategy to require all students, faculty, residents and staff to be fully vaccinated for COVID-19 by August 13, 2021. You can view the video I recorded explaining our rationale on our website and read a copy of the updated guidelines here.

OCA APPOINTMENTS: Two internal appointments have been announced at Salus University’s Osborne College of Audiology (OCA) by Radhika Aravamudhan, PhD, dean of OCA. Bre Myers, AuD ‘06, PhD, CH-AP, three-year track program coordinator and associate professor, has been named assistant dean for Foundations; and Jonette Owen, AuD ‘03, MS, assistant dean for Clinical Education and assistant professor, has been promoted to associate dean for Clinical Education. Congratulations to Dr. Myers and Dr. Owen! 

GENEROUS CONTRIBUTION: Kenneth Newton, MS, CCC-SLP, wanted to find a way to memorialize some of the people he loves in a unique way. After a lot of thought, he decided the best way to do that was to give something back to the Speech-Language Pathology (SLP) program at Salus University in which he’s been an assistant professor for the past six years. Read more about Ken’s generous contribution here.

FRIEND AND MENTOR: It’s not unusual, according to Landon Godsey III, program director and fitness guru at the Hafter Center, that fitness trainers and their clients develop personal relationships. That’s because fitness training can be a highly personal journey for some people. Read more about how Landon has become a friend and mentor to several Salus students here.

MIDDLE STATES ACCREDITATION: This week, we highlight Standard IV - Support of the Student Experience. Our working group is led by James Caldwell, OD, EdD, Dean, Office of Student Affairs, who is joined by John Fitzgerald, III, DO, FACOG, Associate Professor, Associate Program Director, Medical Director, and Clinical Director, Physician Assistant Studies Program, College of Health Sciences, Laine Higa, OD, FAAO, Assistant Professor, Pennsylvania College of Optometry, Monica Maisto, MS, Director, Office of Admissions, Andrea Tyszka, OTD, MS, OTR/L, SIPT, Associate Professor, Occupational Therapy Program, College of Education and Rehabilitation, Darryl Horn, PhD, Assistant Professor, Pennsylvania College of Optometry, Andrew Muckin, student, Pennsylvania College of Optometry. Together they are documenting the litany of student services provided by the University to support their academic studies and provide extracurricular opportunities to enrich their experience. And please don't forget to join Dr. Kruemmling's virtual information session next Wednesday, June 23rd, at noon, to learn more about the self-study process and how you can review and provide feedback on the University's draft self-study report. 

PRIDE MONTH: June is Pride Month, a celebration that demonstrates how LGBTQA+ Americans have helped strengthen the country by using their talent and creativity to help create awareness and goodwill. Visit loc.gov/lgbt-pride-month to learn more about LGBTQA+ histories well as view artistic work, musical compositions and novels from the community.

FACULTY FOCUS: Daniel Pavlik, DMS, PA-C, CAQ-EM, associate professor and director of didactic education for the Physician Assistant (PA) Studies program at Salus University, is this week’s Faculty Focus feature. Dr. Pavlik is currently serving as interim director of the PA program. Read more about him at salus.edu/DanielPavlik.

CALIFORNIA DREAMIN’: When Salus University alumni, Rachel Plavnik, MS ‘19, Shannon LaSalle, MS ‘17, Amanda Kaufmann, MS ‘17, and Alexa Gutman, MS ‘17, embarked on their academic journeys, despite all the guidance and direction they would receive as students enrolled in the University’s Speech-Language Pathology (SLP) program, none of them anticipated their degrees leading them to the West Coast. Read more about their respective journeys here.

NAVIGATING FINANCIAL AID: Check out “How to Navigate Financial Aid as a Grad Student” in part one of this podcast Q&A featuring Jaime Schulang, MA, director of Student Financial Affairs. Jaime talks about the different loans, scholarships and financial aid that are available for students when they come to Salus University. To listen and read more, click here.

FINAL THOUGHTS: Over the course of this week we’ve passed on a great deal of information between the change in our vaccine policy to the recognition of Juneteenth National Independence Day. As a final thought, please take the time today to reflect on the reasons you’ve chosen to become healthcare providers or educators and how you’re going to leverage all you have learned or are learning to make other lives better. After all, isn’t that why we’ve all decided to enter into the professions we offer here at Salus?

For all you dads out there - I hope you have a Happy Father’s Day. Please be safe, take some time for relaxation and reflection and remain SALUS STRONG!

Mike

Independence Day: Week of July 3rd, 2020

Good morning – I hope everyone is enjoying the nice hot summer weather! Today is going to be close to 96 degrees, so please remember to stay hydrated! Campus activities, both virtual and in-person have been steadily increasing.  Here’s what’s been happening around campus: 

Three students in the University’s Blindness and Low Vision Studies (BLVS) programs received this year’s Northeast Pennsylvania Lions Service Foundation (NEPALSF) scholarships to support their careers in the field of education and the rehabilitation of individuals with visual impairments. Congratulations to Mary Price, in the Orientation and Mobility (O&M) program; Michaela Halesey, in the Educators of Children and Youth with Visual Impairments (TVI) program; and Katelyn Maffei, also in the Educators of Children and Youth with Visual Impairments (TVI) program. You can read more about them at salus.edu/LionsScholarships

As I mentioned last week, the University’s Diversity, Equity and Inclusion Committee (DEI) is having its first “Lunch and Learn on Allyship and Advocacy” from noon to 1 p.m. Wednesday, July 8. DEI committee member Terrance Harshaw, security personnel, and Camille Menns ‘21OT will lead the discussion. I encourage faculty, students and staff to attend via BB Collaborate or call to join at 1-571-392-7650, PIN: 218 196 3518.

A round of applause for the Student Academy of Audiology, who coordinated a contactless food drive at our Elkins Park campus a few weeks ago to benefit Face to Face, a Germantown nonprofit organization that offer free services to low income and homeless individuals annually.

Ilan Dock ‘21OD represented the University’s Pennsylvania College of Optometry (PCO) in this year’s national American Optometric Student Association (AOSA) Quiz Bowl, which was held virtually. Thanks for representing PCO! Way to go, Ilan!

The next Grand Rounds will be “ODs and OTs: A Collaborative Approach” on Friday, July 10. Drs. Erin Kenny and Dawn Ciccarone will deliver the live-streamed CE event via Blackboard Collaborate. For more information about the program, click here.

State Senator Art Haywood just notified us that the first round of criminal justice reforms resulting from the Black Lives Matter protests passed the legislature with Governor Wolf set to sign them. House Bill 1841, creates an electronic database of law enforcement officer separation records. Agencies will be required to use this database when hiring. House Bill 1910 will require new training to help law enforcement officers identify child abuse. It also requires Post-Traumatic Stress Disorder evaluations of officers within 30 days of lethal force incidents. Additionally, people with criminal records will have fewer barriers when seeking professional licenses for work. Until this week, the Commonwealth’s 29 occupational licensing boards were able to deny licenses for certain past criminal histories. Senate Bill 637, signed yesterday by Governor Wolf, changes those rules.

Tomorrow we celebrate Independence Day. But this year, I think the focus needs to be a little broader from what most of us have been accustomed to. While we celebrate the signing of the Declaration of Independence, we need to set aside some time to think about how we can also incorporate the injustices that Black Americans have faced for over four centuries. Next year we will appropriately commemorate and celebrate Juneteenth Day as a University Community. Until then, let’s take some time to honor and celebrate the disestablishment of slavery during this year’s 4^th of July. It’s not only the right thing to do, it’s a necessary step to begin to acknowledge the injustices Black, Brown and Native Americans have faced throughout our history. 

I hope to spend part of this 4th of July reading and learning more about discrimination and how minorities have been marginalized throughout our history. I also intend to reflect on the true meaning of being an American.The Declaration of Independence makes it clear that being an American is about much more than the place we call home. It’s represents a deep commitment to higher principles: liberty, equality for all, opportunity, and self-governance. As health care providers, it also must inspire the spirit of caring and respect for others, assuring equal access to quality healthcare and ensuring everyone is afforded the same opportunities to succeed – even if they don’t see the world in the same way. As we approach this year’s holiday, please take some time to reflect on what we need to do to ensure that Black Lives Matter, LGBTQ+ and disabled American’s rights are assured, women have the right to choose, and our America is welcoming to all immigrants. These represent many the positive aspects of what I believe our founding fathers envisioned for America.  

This year’s celebrations will be significantly constrained due to the COVID-19 pandemic. There won’t be any picnics, parades or fireworks. With cases on the uptick throughout most of the south, we need to remain vigilant with our protective protocols. Governor Wolf just mandated that face coverings that go over the nose and mouth, must be worn outdoors when not able to maintain social distancing of at least six feet, in any indoor locations where the general public would go, such as stores, healthcare facilities, restaurants, etc. and riding in taxis or ride share vehicles. For  more details on this, please click here. If you do go out and are around others, please follow these guidelines, in addition to practicing your social distancing, and continuing to wash your hands frequently. 

With the city and the majority of the country moving in the wrong direction, we have to remain increasingly vigilant, responsible and careful. As healthcare providers, we also need to set the example for others, because we don’t want to see a resurgence here! As I’ve consistently told you, eventually, this will end and we will get through it just fine. Our current protocols and plans for this semester and the fall remain in place. They’re designed to keep us and those we care for safe and healthy, and so far, they’re working well. You can always get the most up-to-date information concerning our COVID-19 response and plans on our website here.

Try to get out and enjoy the summer weekend. Stay hydrated, remain vigilant, wear your face mask and remember, you’re all SALUS STRONG – and together we will weather this and come out on the other end much smarter, resilient and tolerant.  

Finally, please remember that even the strongest among us needs to talk to someone, sometimes about some of the stressors they’re feeling. It’s perfectly normal and it’s okay.  Students can access our counseling services here and faculty and staff, should contact Human Resources.

Have a great weekend!

Mike

Back on Campus: Week of June 19th, 2020

Students, Faculty, Residents, Staff, Alumni, Board Members and Friends,

Good morning from Elkins Park where more students and faculty have been on campus to do important clinical lab work. Next week we’re anticipating even more activity on campus, which will be a very welcome sight!

When people finally get to campus, they’ll be greeted by a smiling (although you won’t see the smile due to the mask they’ll be wearing) security guard armed with a digital, non-contact thermometer. Hopefully, everyone has already filled out the “Sign On” questionnaire to help expedite entrance into campus buildings. When in the building I want to remind everyone of the importance of maintaining at least 6-foot physical distancing from each other (even though the urge will be there not to do this) and wearing your mask that covers both your mouth and nose. I’m linking an article that references a study reinforcing the effectiveness of face masks here. Of note, in each scenario that was evaluated, routine face mask use by 50% or more of the population reduced COVID-19 spread to an R of less than 1.0, resulting in flattening future disease waves. 

One of the other important facets of ensuring everyone’s safety is having access to reliable testing. If you are experiencing COVID-19 symptoms and would like to speak to a health care provider, we have arranged for you to be able to do so through Jefferson Health’s JeffConnect. You can either download the app from the App Store (Apple) or on Google Play (android) or access it from your web browser at JeffConnect. After your register, you can schedule a telehealth appointment. If warranted, the Jefferson provider will arrange for you to be tested at one of Jefferson’s mobile test sites. Subject to applicable co-pays, the health insurance coverage (students, faculty and staff) offered by Salus University covers the telehealth visit and any ordered testing. If you maintain other health insurance coverage, please check with your carrier.    

Our Speech-Language Institute is providing cutting edge telehealth to their clients. In order to serve as many clients as possible this summer, driven by limitations caused by the pandemic, the Speech-Language Institute (SLI) opened its virtual doors May 26 to established clients, both pediatric and adult, via telehealth appointments. SLI clients and graduate students, virtually supervised by SLI's Clinical Educators and Faculty, are using Blink Session to provide all therapy services. Blink Session is a HIPAA compliant, secure telepractice platform, able to connect clients to services while housing a variety of virtual materials for clients and students. Over the past month, we have scheduled close to 200 sessions, with clients logging on and receiving treatment for more than 90 percent of those 200 appointments. 

 

The Faculty Focus story this week is on Andrew Meagher, OD ‘15, Resident ‘16, FAAO, PCO assistant professor and Glaucoma Fellow at The Eye Institute (TEI). Check out what skill Dr. Meagher has that has come in handy during quarantine. Read more about Andrew here. 

 

While in the midst of the COVID-19 pandemic and the requirement for continued social distancing remains an important prevention tool, the Salus Running Club has once again emerged to provide an outlet for runners, from beginners to experienced ones. Check them out here.

 

Earlier this morning, we transitioned our current website to include the new College of Health Sciences, Education and Rehabilitation (CHER) structure. The main change will be the cohesion of the two current colleges into one (program pages under the new college will essentially stay the same). We wanted to have this complete before the start of the 2020-2021 academic year. 

Yesterday, I asked Maura Keenan, our VP for Human Resources, to inform our University community that we’ve begun the search process for a Special Assistant for Diversity and Inclusion who will report directly to me. As a University Community it’s imperative that we make a commitment to learn, act and influence others as we address racial injustice and inequities personally, professionally and societally. Having a subject matter expert on staff will help us to successfully incorporate racial equality, health inequity, multiculturalism and inclusion into each of our program’s curricula in a meaningful, sustainable way. As we get started down this journey, I am very interested in what people are reading to learn more about Black and cultural oppression in our society. I’ve started reading “The New Jim Crow” by Michelle Alexander. Let’s post what we’re doing on our Salus Facebook page. That way we can each share experiences and observations.

Today is the first anniversary of Pennsylvania declaring June 19 as Juneteenth National Freedom Day in Pennsylvania. Last year, on June 19, 2019, Governor Wolf signed legislation that designates June 19 as “Juneteenth National Freedom Day” in Pennsylvania. Juneteenth is the oldest nationally celebrated commemoration of the ending of slavery in the United States when Union Major General Gordon Granger arrived in Galveston, Texas and read General Order #3, the proclamation freeing all slaves.

On the subject of freedom and equality, earlier this week the Supreme Court ruled 6-3 that federal law prohibits employment discrimination against lesbian, gay, bisexual, and transgender (LGBT) people. The court said Title VII of the Civil Rights Act of 1964, which makes it illegal for employers to discriminate because of a person's sex, among other factors, also covers sexual orientation and transgender status. 

Additionally, yesterday the Court blocked an attempt to end the Deferred Action for Childhood Arrivals (DACA) program that protects hundreds of thousands of immigrants brought to the US as children from deportation. That’s great news for any current or prospective students who may fall into this category.

The next Grand Rounds at The Eye Institute (TEI) is titled “When Bad Retinas Go Good,” Friday, June 26, presented by Dr. Mark Miriello, PCO instructor. For more information about the program, click here.

As you prepare for the weekend ahead, please remember that we are still in the middle of a pandemic. Watching the news and listening to some of the politicians, one might think that we’ve moved beyond the pandemic, which couldn’t be further from the truth. Please continue to practice social/physical distancing, frequent hand washing and wearing a face mask when around others. Be safe, be smart and continue to be SALUS STRONG!

Mike