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Ring in the New Year and the rest of the holiday season by celebrating Renown’s Float Pool team!  After coming out of the COVID-19 pandemic, it's no mystery that healthcare across the country has shifted and adapted to the growing needs and new demands of our patient populations. Renown Health is no different. As the largest not-for-profit health system in the region, we are no stranger to change, even when change presents challenges. Who do we call on when a unit needs more team members in the eleventh hour? Who can help when our patient volume spikes up with seconds to spare?  This is where the Float Pool at Renown comes to the rescue. Skilled in a wide variety of healthcare specialties, from acute care nursing and critical care to care aiding and patient safety, this is the team that can seamlessly step in to provide crucial patient care to the units that need it most, whether a team is understaffed for the day or needs extra all-hands-on-deck for a specific patient or procedure. Float Pool team members are equipped to work in virtually any clinical area at Renown, making a genuine difference with every patient they encounter.  A Pool of Relief Teams across Renown can breathe a sigh of relief knowing that Float Pool has their back in times of need. As the backbone of our health system, these dedicated team members possess a wealth of clinical knowledge and the ability to navigate diverse medical environments. Their flexibility allows them to fill staffing gaps and provide essential support to many different units.  “We fill in the gaps of staffing to make everyone's day better,” said Patti Crepps, Critical Care Float Pool RN. “A float nurse has to be flexible and able to adapt to different situations and places – basically, ‘go with the flow.’ Patient care is basically the same all over; we make patient care possible by being familiar with all the various specialties and providing the specific care needed depending on the population we are taking care of on that shift.”  “Float Pool staff members are like healthcare chameleons, transitioning between different departments,” added Shelby Riach, Acute Float Pool RN. “We incorporate flexibility, teamwork and a commitment to ensuring patients receive the best care, regardless of the setting or circumstances.”  This team thrives in uncertainty; in fact, no workday is the same in Float Pool – and that’s exactly the way they like it. Working with many different teams across a multitude of specialties, these Care Aides, RNs, Critical Care Techs, Patient Safety Assistants (PSAs), Certified Nurses Assistants (CNAs) and more enjoy facing change, while they all share a goal of providing the best patient care possible.  “No day looks the same; since we are the Float Pool, we are assigned a different assignment on Smart Square every day, whether it be as a care aide, a patient safety assistant, a unit clerk or patient transport,” said Melina Castenada, Care Aide. “If we are assigned as a care aide on the floor, we help assist with call lights and help with whatever nurses and CNAs may need, including feeding, transporting, walking, helping patients use the restroom, etc. When we are assigned as a PSA ‘sitter,’ we sit for the patient to help keep them safe. If we are assigned as unit clerk, we help answer phones and direct patients appropriately, file paperwork, answer call lights if needed and assist with office work.”  “I love that every day is a different floor with different tasks and a different atmosphere,” added Julia Chappell, Critical Care Technician. “I find out which floor that I will be on right before my shift starts and head to the floor to find out my assignment for the day. Depending on the specialty, such as the medical-surgical floor versus an intensive care unit (ICU), my daily job tasks can vary.”  When it comes to high-risk patients, who require special attention, PSAs within Float Pool step in to help.  “The PSA role within Float Pool largely consists of adverse event prevention for our high-risk patients, and being a Float Pool employee allows us to work wherever we are needed,” said Dimitri Macouin, Patient Safety Assistant. “Whether it be in the emergency department, neurology or pediatrics, the PSA will be the eyes and ears for the nurses working with this patient population.”  “Great strides have been made to ensure that PSAs remain vigilant and are recognized as an integral part of the patients' care team rather than 'just a sitter,’” added Karla Phillips, Patient Safety Assistant.  Float Pool also oversees our Discharge Lounge, which offers patients and their families a dedicated space to reconnect and prepare for their discharge from the hospital.  “The increase in utilization of the Discharge Lounge is something we are very proud of,” said Kara Abshier, Care Aide. “We assist in discharging patients from all over the hospital to help the floor and get new patients into rooms.”  Every day brings a new challenge for Float Pool. As these team members wake up with uncertainty, they are ready to embrace the diverse demands of caring for patients of all ages.  “The fact that Float Pool exists is amazing,” said Hannah Luccshesi, Acute Float Pool RN. “We wake up with no clue as to whether we will be working with babies, children or adults and then fill in the needs of the hospital.”

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In recent years, workplace violence against healthcare workers has been on the rise. According to the Occupational Safety and Health Administration (OSHA), about 75 percent of nearly 25,000 reported annual workplace assaults occur in healthcare and social service settings. Those who don’t work in healthcare may be surprised to learn that violent altercations are so common in our field. Hospital settings can create fear and stress for patients and their families. Pain, mind-altering medications and drugs, and difficult prognoses can amplify these feelings. While inappropriate responses may be understandable, violence cannot be tolerated. As the leader of a health system, protecting our employees is an issue that I take seriously. Reporting Workplace Violence Unfortunately, sometimes employees don’t report dangerous incidents fearing they might be blamed, or not realizing it’s a reportable offense. At Renown Health, we take these events seriously. We have clear, mandatory policies and protocols for reporting and investigating violent incidents. Each incident is investigated to ensure follow through and accountability. We also teach de-escalation skills to our hospital security teams, clinicians, and other frontline employees. As an added layer of protection, Renown Health has a first-rate security team that closely monitors activity on our campuses, addressing potential issues before they escalate. Our organization values our partnerships with community organizations including local law enforcement agencies like the Washoe County Sheriff’s Office and the Reno Police Department. Renown Health maintains a close relationship with these partners, and we alert them when our care teams experience an increase in violent incidents. I also recognize that workplace violence is a national problem that demands collaborative solutions. That’s why I am also proud to serve as a member of the American Hospital Association’s Hospitals Against Violence Advisory Committee. Nurses, doctors, paramedics, and frontline health workers care for us every day. It’s our responsibility to support them by ensuring they feel safe at work.

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Stepping into the Renown Transfer and Operations Center (RTOC) means stepping into a transformative hub of excellence where lives are saved and healthcare is reimagined. As a cornerstone of Renown Health's commitment to exceptional patient care, the RTOC serves as a dynamic nerve center that seamlessly coordinates medical resources, ambulance rides, hospital bed space, remote home systems, hospital transfers and emergency preparedness. In this best-in-class facility, the boundaries of what is possible in healthcare are constantly pushed, and new horizons of patient care are discovered.   Staffed with a dedicated team of skilled professionals, the RTOC harnesses the power of advanced technology and compassionate expertise to ensure that patients receive the highest level of care and support, no matter where they are. Through a synchronized network of communication, coordination, and compassionate care, the RTOC team ensures that patients receive the critical support they need when it matters most, working tirelessly to redefine what it means to deliver world-class healthcare.   A National Standard  Charged with the goal of overseeing the placement and transportation for every patient, the RTOC officially launched in 2021 as northern Nevada’s first and only transfer center of its kind and a nationally celebrated facility. As Renown’s highly coordinated care logistics system, this team uses the cutting-edge technology at their fingertips to customize healthcare to the needs of every patient, manage patient flow and drive healthcare innovation.  “Compared to where we’ve started to where we are now, it’s a 180-degree difference,” said Kelli McDonnell, Manager of RTOC. “When we first started building our facility right before the pandemic happened, we took what was six conference rooms and classrooms and turned it into a command center that organizations across the country admire and come to Reno to see what we do. Mel Morris, the Director of RTOC, was recruited exclusively to build our facility with her history of building successful hospital command centers. Many people didn’t realize what a transfer center was or that Renown was the only center in the region – and we only continue to grow.”  This best-in-class facility, and the masterful team behind it, handles:  Coordinating all incoming patients transferred from neighboring hospitals and 27 counties across northern Nevada, Lake Tahoe, northeast California and neighboring states. Matching patients to the most appropriate bed placement using diagnostic, triage and Epic electronic medical record clinical information in conjunction with medical staff expertise to outline a plan of care that determines the best bed assignment given the patient’s needs.  Coordinating video-enabled Telehealth monitoring capabilities for Renown’s four Intensive Care Units (ICUs), as well as Renown patient Telehealth and virtual visits. Monitoring Remote Home systems with Masimo during the COVID-19 pandemic, where some patients received hospital-level care in the comfort of their own homes while Renown clinicians monitored and evaluated their data and plan of care.  Serving emergency and disaster management for area hospitals, first-responders and the community with local, regional and statewide emergency and disaster management for sudden-onset emergencies.  The RTOC is home to many different critical roles for our health system, including Transfer Center Nurses, Ride Line Coordinators, RTOC Coordinators and more, many duties of which each team member cross-trains on to be able to fill in whenever needed. While their roles may differ, their commitment to their patients remains the same – and they all work together to achieve the same outcome: delivering the right care, at the right time and place.  “As an RTOC Coordinator, we do a variety of different things,” said Anna Schaffer, RTOC Coordinator. “We do triage coordination to help our nurses and hospitalists get patients in the emergency department admitted, and we also do bed control to find patients appropriate bed placement. Communication is important, so we always make sure to stay closely connected with the charge nurses on those floors.”  “We start with a basic ‘need to know’ and place patients accordingly,” added Karly Brown, RTOC Coordinator. “We get surgery numbers, ICU capacity and discharges and find beds for all patients as quickly as possible. We have the advantage of being able to see the entire hospital.”  “I primarily schedule transportation for patients at the hospital who are either going home or going to a skilled nursing facility,” said Sarah Clark, Ride Line Coordinator. “I get requests from case managers to schedule rides, and I work with REMSA and other ambulance services to schedule them. It relies a lot on appropriate and efficient communication and critical thinking.”  Patients in facilities across northern Nevada and northeastern California, especially the rural communities, look to the RTOC to help guide ambulances, bed coordinators and hospital staff in finding care for our rural patients.  “As a transfer center nurse, I facilitate incoming patients from rural facilities in Nevada and surrounding areas in California,” added Meg Myles, Transfer Center Nurse Specialist. “There are days we may take up to 30 direct admissions from these areas.”  “We are the point of contact for inter-facility transfers, whether we are sending patients out or bringing them into Renown,” said Lisa Lac, Transfer Center Nurse Specialist. “We take phone calls from those rural areas, identify what services are needed, connect them to the appropriate provider and coordinate any transfers.”  “Simply put, we are the bed wizards,” said Addison Rittenhouse, RTOC Coordinator.  The RTOC team continues to break barriers and push the boundaries of medical excellence through leveraging the technology at their fingertips and their unwavering dedication to the health of our community. Inspiring a new era of medical possibilities, these team members have achieved a multitude of accomplishments for both their department and their patients since the birth of the center.  “We have significantly reduced the time it takes to get patient admit orders in, thanks in part to the new Triage Coordinator role, and we provide easier access for patients to transfer to us from other facilities,” said Beth Rios, RTOC Coordinator. “We have taken a bigger role in helping the smaller hospitals in our area in caring for patients and improve patient throughput.”  “As a team, we’ve done a lot of work in creating an engaging and positive environment, and our internal morale committee has been a huge help with that,” said Kelli McDonnell. “We’ve been working tremendously over the last year and taking all the feedback that we received from the Employee Engagement Survey to make improvements. We had 100 percent survey participation within five days, which is incredible.”  “I am so proud of our escalation and problem-solving skills,” said Becca Dietrich, RTOC Coordinator. “When an issue is raised to us, we will always find a timely solution on our end so our care teams can focus on the issue in front of them. We are the eyes in the sky, seeing movement everywhere.”  Each day in the life of our RTOC team members is a testament to their commitment, resilience and timework, making a profound impact on countless lives.

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Renown Health strongly supports and advocates for innovative medical technology. Our diverse lineup of medical equipment enables our care leaders to provide quality care to every patient. But what if a piece of technology breaks down? What happens when our care teams are ready for technological upgrades? Where do employees go when they have a question about a complicated piece of equipment?  Enter the Clinical Engineering department. This sophisticated team is staffed with intelligent, science-minded individuals who are ready to jump in and help at any given second. From newborn incubators to robots that clean the hospital floors, these team members are the med-tech masters that keep our health system running.  Equipment Experts  Upon entering the Clinical Engineering department’s workshop, you are welcomed with an abundance of high-tech equipment undergoing repairs and upgrades. The department takes care of more than 26,000 pieces of equipment throughout the entire healthcare network, including the technologies at the University of Nevada, Reno School of Medicine, which they just took over this past year. To the average person, this may seem overwhelming; however, for this team, this is the exact environment they thrive in to make the technology magic happen.  “I am motivated and engaged every day at work,” said Tony Martinez, Supervisor of Clinical Engineering for Renown. “Our department is fast-paced and rewarding, and that’s a big plus.”  While some team members enter the department as equipment generalists, this team offers training to develop their skills on certain pieces of equipment, eventually becoming specialists.   “Every month, we encourage our colleagues to undergo specific training on more delicate equipment,” said Tony. “Once we get to that point in their training, we assign different equipment to our team members every month. They pick up the experience very quickly.”  As a Clinical Engineering Technician for Renown, Rylie Nickerson took advantage of the training and educational opportunities offered to her and is now a ventilator specialist especially for Renown’s neonatal intensive care unit (NICU). “Regardless of whether I’m working on ventilators or on another piece of equipment I’m assigned to, I’m always thinking about how I can help the patients, nurses and doctors,” said Rylie.  Raul Hernandez, a Clinical Engineering Specialist for Renown, is the go-to person for anesthesia, heart-lung bypass, red cell saver and life support equipment. He embraces the fact that, regardless of whether you are a specialist or a generalist, there is no typical day working in this department. “Every day brings different challenges,” said Raul. “I really enjoy the mental exercises I do every day. They keep me grounded and focused.”  On top of their day-to-day work and any special projects or emergencies that come up, the team is on an ongoing preventative maintenance schedule. Think of this work like your car’s oil change – routine maintenance to prevent something from breaking down in the future. “At any point, we might have 100-200 extra pieces of equipment to handle during preventative maintenance,” said Taylor Gray, a Clinical Engineering Technician for Renown. “We are always helping each other through any issues.”  Our Clinical Engineering team shows exactly what it means to be collaborative. Even though their to-do lists are ever-growing, this team never feels alone. They know they can always lean on each other for support, regardless of the workload.  “We always have each other’s backs,” said Taylor. “I feel so happy and satisfied in my job, and my coworkers are a large part of that.”  Celebrating the Genuine Difference  The Clinical Engineering department is driven by their desire to help and take care of the entire health system, and in turn, make a genuine difference for the communities we serve, from the medical staff to the patients.   “The satisfaction you get in our field when we impact patients’ lives and their healing process is so motivating and engaging,” said Tony Martinez. “It’s a great feeling.”  The team knows the common saying ‘Walk a mile in someone’s shoes’ very well; so well, in fact, that they take it to the next level, doing everything they can to prevent frustrations and extended down times. “We try to walk a mile in someone’s shoes before they get angry,” said Reagan Jordan, Director of Clinical Engineering for Renown. “Your satisfaction is our mission, and our team continually works to improve their outcomes every day.”  This department is where the entrepreneurial spirit and science-focused mind meet. For people like Raul Hernandez, who came from a business background as well as decades of medical technology experience, Renown helps him bring both his personal and business skills into focus. “This environment is very beneficial for Renown, me, and of course, the patients,” added Raul.  Being members of a team that is committed to excellence and purpose inspires them to reach new heights in patient care.  “I am constantly reminded of the positive impact we have by witnessing the individual experiences we have and hearing the enthusiasm and thankfulness in their voices,” said Raul. “It gives me a great sense of pride to work at Renown.”  "There is a strong feeling of mutual respect here,” added Ed Trejo, a Clinical Engineering Technician at Renown. “We are always here to help.”  The proof is in the data. The Clinical Engineering team scored as one of the top departments in the recent Renown employee engagement survey, with their results sitting at more than 94 percent.   “This speaks to not only our department leadership but also the team as a whole,” said Reagan. “I am extremely proud of them. Despite the pandemic, they are knocking it out of the park.”  For this department, coming to Renown is easy; staying at Renown is even easier.  “Staying at Renown is the easy choice,” said Raul. “And this team is only going to grow.”  Workflow Whizzes and Kindness Champions  “Rolling with the punches,” as Tony Martinez says, comes naturally to the Clinical Engineering team. With the constant workflow of equipment coming into the shop, every team member has learned how to be experts at prioritizing, especially based on the needs of our organization.  Even though their jobs can bring a lot of intensity, this department’s positive attitude radiates throughout the hospital. Upon entering the workshop, everyone is greeted with a smile from every team member, along with an immediate willingness to dive into the complex world of engineering.  “The experience of helping other people with their unique needs is invaluable,” said Taylor Gray.  If this work environment sounds enticing, great news – the Clinical Engineering team is growing. Motivated, aspiring engineers with a passion for healthcare and an associate’s degree in a related field are welcome.   Military experience is also valued very highly in this team. As many of our military servicemen and servicewomen gain specialized engineering experience while enlisted, the military-to-engineer career ladder at Renown is especially strong. In fact, according to Paul Joseph, a Clinical Engineering Technician at Renown, the majority of their teammates come from a military background.   Above all, being capable of prioritizing on the fly, thinking critically, having an open-mined outlook and being self-driven are the top skills that this department values. As Ed Trejo states, “If you’re willing to wear different hats, you will do very well here."  “Go with the flow, and expect the unexpected,” added Rylie Nickerson.  Those who join this team feel at home. The warm embrace of the team’s kind nature and the supportive environment they all foster inspires an efficient workflow that helps our entire hospital system function at the top of its game. At the end of the day, everyone who joins the team, or anyone who even interacts with the team in any capacity, will be in good hands.  Mandy Noriega, a Clinical Engineering Technician for Renown, closes these thoughts with a great reminder to each and every one of us: “After all, teamwork makes the dream work.”

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When an appliance or fixture stops working at home, who do you contact? If your lights stop working, you call an electrician. Is your air conditioning unit out of order? Reach out to an HVAC (heating, ventilation and air conditioning) technician. What about if your sewer drains start backing up? Time to contact a plumber. And if your fire safety equipment needs servicing? Better call a fire safety technician.  Regular maintenance and repairs on the inner workings of your household are always important, and when something goes wrong, it can be distressing and inconvenient to you and everyone living with you. You feel the need to get the issue resolved as quickly as possible, right?  Now imagine that those needs are magnified – to the tune of hundreds of thousands of people every year. Who could potentially take on such a monumental task? Enter: Facilities Engineering at Renown Health. Crucial to ensuring our health system performs at its peak, these team members step in to make sure every patient, team member and visitor who walks through any of our doors are able to access the facilities they need and make their time with us as comfortable – and as successful – as possible.   The Silent Heroes  As our care teams move heroic mountains to save lives, another set of heroes emerge behind-the-scenes. As a strong backbone of our health system, the Facilities Engineering department plays a key role in maintaining the infrastructure that supports patient care, from ensuring the HVAC systems are functioning optimally to maintaining the plumbing and electrical systems that keep the lights on and the equipment running smoothly.  Renown is fortunate to have some of the most dedicated journeymen in the business. This team boasts many experts, including:  Plumbers Fire Safety Technicians Craftsmen HVAC Journeymen Electricians Boiler Operators Facilities Technicians As one can imagine, every day brings on a new challenge for our Facilities team members.  “Each workday is always different; it could be water, power or HVAC issues or anything in between,” said Nhil Dado, Supervisor of Facilities Services. “We are proud of the services we provide for the needs of patients and employees.”  “Every day, we have a variety of equipment to work on,” added Alfred Santos, HVAC Journeyman.  “Whether it’s facility upkeep, plumbing, HVAC or electrical, we want to help,” added Brian McCarty, Facilities Technician.  This department works around the clock to ensure that every aspect of our hospitals and outpatient care locations meets the highest standards of safety and efficiency, from routine maintenance and equipment improvements to emergency repairs. These are huge responsibilities – all of which they perform with pride.  “As an HVAC journeyman, we are responsible for making sure the air circulating in the hospital is clean,” said Christopher Bobis, HVAC Journeyman. “It is also our job to make sure the air is positive and negative in isolation rooms and ensure patients are satisfied with the temperature in their rooms.”  “In addition to performing regular maintenance tasks like changing air and water filters, we complete any random work order that may come up,” added Brett Courtney, Facilities Technician. “We also recently switched out our lighting at Renown South Meadows to LED lights, which helps with energy savings.”  “I overlook the boiler house equipment and coordinate the fixing of maintenance issues reported by hospital staff,” added Arnt Utnes, Boiler Operator. “We also respond to every single alarm."  It’s difficult for us to imagine what our health system would be like without the Facilities team providing us with the comfortable and safe environment our patients need and deserve. Luckily, we’re never alone in our efforts to keep us running, and this department expertly leads that charge.  “Along with writing down the PSI readings in the gas rooms and answering calls from dispatch and the boiler rooms, I go through all the daily work orders and complete them,” said Ken Carrillo, Facilities Technician. “It always feels good to see when we complete all the work orders for the day, especially as the next shift arrives.”  “We fix, replace and dispose of pieces that are no longer in service – bottom line, we help keep the building up and running,” added Alejandro Cardenas, Craftsman.  But it doesn’t stop there – Facilities Engineering is currently in the midst of creating a whole new fleet vehicle program to improve the operations of our many on-site vehicles, including trucks, forklifts and more.  “I am the point of contact for all things fleet,” said Michelle Bay, Administrative Assistant. “We are building a new fleet program and working closely with leadership to move the program forward. I am involved with setting up new fleet fuel cards and can set up the program in the best interest of our internal customers while looking to the future for growth.”  It’s clear that the Facilities team is indispensable to Renown. Through their expertise, professionalism and commitment to quality, they stop at nothing to keep our health system functioning at its highest level.

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“Safety is Number One,” isn’t just a saying – it's a fact of life, especially at Renown Health. The safety of all patients, visitors, staff and volunteers is always the top priority, and our Security Department takes that commitment seriously. This team is devoted in their efforts to provide a safe environment for all, building cooperative and proactive security processes leveraging crime prevention techniques and state-of-the-art technology. Renown Security sets the safety and well-being bar high, and they continually exceed that standard day in, day out at all of our hospitals and urgent care, primary care and lab locations.  Specially Trained, Continually Present  Our Security Department isn’t staffed with your run-of-the-mill Security Officers; these team members surpass security and safety expectations. Think city and state police-level standards. You read that right – many of Renown’s Security Officers come from Nevada Highway Patrol, the Washoe County and Carson City Sheriff’s Offices, the state probation and parole board and more.   This team fosters specialized training in a collaborative environment. Every member of the security team has extensive training in compassion, empathy and de-escalation techniques to provide the highest levels of safety and security. They implement this training in all their daily duties, whether they are saying a simple ‘hello’ to a patient passing by or preventing harm to a staff member.  Before their shift begins, the team meets to debrief meeting to discuss major incidents that occurred on the previous shift. These meetings ensure the next shift is aware of situations to be on special alert for and individuals to look out for. After, the team members head off to their assignments.  “The day could be as mellow as greeting someone at the welcome table, or it could be as chaotic as de-escalating someone in distress,” said Emmanuel Fernandez-Orozco, Supervisor of Security at Renown Regional. “Regardless of the day, every experience is rewarding in its own way. The only thing that is promised is that every day will be different.”  While every Security Officer has varying experiences, one aspect of their job always stays the same: they are always on alert for any potential safety issue. Even on the “slowest” days, it is important for this team to stay vigilant in order to mitigate any potential risks. There are several security programs that the team uses to keep everyone at Renown safe and secure: Renown's security operations center team (also known as dispatch) monitors all cameras in real time, with security officers patrolling parking areas 24/7.   Security escorts are always available for any employee, patient or guest at every Renown location. Security Officers can escort anyone to their designated site, check surroundings for danger and monitor the person until they safely leave for their next destination.     Rescue officers are available for any Renown location where an employee feels unsafe.  Security maintains a strong relationship with the Reno Police Department (RPD) and assists with reporting and providing information that aids RPD in pursuing and deterring criminal activity.  “In security, we are a counselor, teacher and rule enforcement officer, all rolled into one,” said Bob Stone, Supervisor of Security for Renown Health. Talk about master multitaskers!  Protection is only one part of the job. Through positive and meaningful interactions with guests, patients, community and staff, regardless of where they are posted, the Security Department continually helps Renown achieve its mission of making a difference for the people they serve.  Devoted Dispatch Speaking of multitasking, no one does this better than the Security Dispatch Center. Security Dispatchers are the “eagle eyes in the sky” at Renown, keeping a close watch on everything that happens within every Renown location, as well as REMSA (including Care Flight). From overlooking the many cameras around campus and administering codes over the PA system to manning the radio and phones to ensure Security Officers are dispatched quickly, our dispatch team helps ensure every safety or security issue at Renown is immediately addressed.  When a call comes in, dispatchers like Jessica Fernandez, Security Dispatcher for Renown Health, go through a quick discovery process (sometimes in seconds) to figure out the details of the situation or code and what level of security is needed to assess and de-escalate.   According to Jessica, the ability to prioritize is something she values in her work. “80 percent of our duties are on the phone and the radios, and we are skilled in prioritizing concerns based on the sheer volume of calls we get,” she said.  Jessica and her teammates are proud of the outcomes from their calls. Their attentiveness to every nook and cranny at Renown and their quick response times to make them not only a valued partner to the Security Department but also a necessity to our health system.  Your In-House De-Escalation Experts  Being in a hospital environment is undoubtedly stressful for any patient, and many factors can increase these emotions. The Security Department takes these feelings seriously and never hesitates to take appropriate action to ensure the safety of everyone at Renown. With the unfortunate rise of violence against healthcare workers, especially amid the pandemic, our first-rate security team has been crucial in countering violence with specialized de-escalation techniques.  The key to de-escalating, according to the Security Department, is to put yourself in the shoes of whoever you are working with. As stated by Bob Stone, the team approaches each situation by asking themselves: How would I want to be treated if I was in the same circumstance?  “Being empathetic to their situation and listening to what is going on in their lives is key to re-directing them accordingly,” said Bob. “Applying real-life experience to similar circumstances can make them feel like they are not alone. Educating people on hospital policies can also help them reduce their anxieties and solve the problems.”   Jhorddy Lopez, Security Officer at Renown Regional, approaches each situation with the mindset of knowing that each person’s reactions are different. “Different techniques need to be implemented every time,” said Jhorddy. “You have to use your best judgment call.”  Quick and effective judgment calls are a task that the Security Department has conquered. Rosie Garcia, Security Officer at Renown Regional, knows that using your best judgment means getting both sides of the story. “Whenever I need to step in and de-escalate a situation, I first speak with whoever is attending to the patient and gather information,” said Rosie. “Then, I always get the patient’s side as well. I want to understand how they’re feeling, so both the staff member and the patient can meet in the middle and come up with a collaborative solution.”  An example of the heroism and advanced de-escalation displayed by our Security Officers takes us back to last spring. In the middle of the night, a Care Flight helicopter transporting a patient and their family was about to touch down on the landing pad outside of Renown Regional. Right as the helicopter was about to land, an individual jumped over the safety barricade and onto the landing pad. Alexander Pico, a former Security Officer Lead at Renown Regional (who recently joined the Carson City Sheriff’s Department) immediately communicated with the individual to leave the area. The individual then went under the rear blade, which is the most dangerous part of the helicopter. Knowing that he had to risk his own life at this point to save another, Alexander ran around the back of the helicopter and tackled the individual, preventing catastrophic injury or even death. Steve Perkins now uses this example of a swift judgment call, which was captured on dispatch cameras, as training material for new staff.  Exceptional character, compassion and emotional intelligence are the attributes that every member of the Security Department holds. As noted by Steve Perkins, these attributes “allow for a quick assessment of each situation in order to de-escalate and move towards the best possible solution."  Securing the Job  The Security Department at Renown is actively hiring caring, dedicated team members who are ready to jump in and perform exceptional high-risk healthcare security services for our health system.  “We seek people with the right combination of ability and demeanor,” said Steve Perkins. "The training and skills development we provide result in a high caliber of success.”  Every team member in the Security Department is passionate about the same thing: helping others. And in a healthcare environment, this is important.  “Working a healthcare security job is far different than working any other security job,” said Jhorddy Lopez. “At a hospital, you get the chance to interact with people one-on-one. I get to experience the feeling of, ‘I can make a difference in this person’s life.’”  Any interaction can change the course of a person’s day, and the Security Department embraces this fact. “I really do love helping people so much, whether it be an elderly patient who needs help with their wheelchair or a situation where I need to step in and de-escalate,” said Rosie Garcia.   In order to succeed in this fast-paced department, being a collaborative team member is crucial. “A good coworker is a team player – someone that loves to work in a team atmosphere,” said Emmanuel Fernandez-Orozco.  Jhorddy Lopez reiterates this, adding that “communication and trust are also extremely important. Everyone has to have great communication skills and have each other’s backs.” For people like Bob Stone, having a special connection to Renown inspires him to serve. As someone who experienced two life-saving hospital stays here, he is proud to give back to the organization that gave so much to him. “It was only natural to return to a facility I was familiar with my entire life,” said Bob. “After serving as a paramedic and transporting patients into Renown from Plumas County, I knew I was not done giving back to the community. Renown was the place to do exactly that.”  All Genders Welcome  A common misconception about the security field is that it is strictly a “man’s job.” In Renown’s Security Department, that couldn’t be further from the truth.   As a female Security Officer, Rosie Garcia is a prime example of proving that idea wrong. As a master patroller and de-escalation expert, she ensures everything is running smoothly and that everyone feels safe at all times.  “When I first started here, I knew right away that nobody that works here is biased,” said Rosie. “Everyone is equal, and I am treated as an equal in this department. I know I can do the job as well as any man."  Both Rosie and her counterparts in the Security Department firmly believe that this line of work is for everyone, and they continually lift each other up and support one another.  “No matter your gender, as long as you have confidence and integrity, you will do well,” adds Rosie.  The Bottom Line If you are passionate about creating a secure environment to ensure patients get the care they deserve and employees receive the safety they merit, the Security Department is your team to join.  “I come into work with pride,” said Jhorddy Lopez. “Knowing that I can change someone’s life – that makes me proud to work here.”  “You’re in good hands with us,” closes Steve Perkins.

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One of the most pressing issues in modern medicine is the need to improve rural healthcare. This challenge hits particularly close to home, as Renown Health is the only provider covering 100,000 square miles in northern Nevada, an area that’s mostly rural. People in rural areas suffer from chronic diseases such as heart disease, cancer and respiratory disease, at higher rates than the general population. One of the largest contributors to these health disparities is a lack of access to health services. Many rural communities have fewer providers and care facilities. This forces residents to travel farther to receive preventive care and medical treatment. We must identify ways to better support the health needs of the millions of Americans who live in rural communities. Ideas for improving rural healthcare Health systems must identify innovative ways to leverage existing resources and new technologies to care for patients in these communities. For example, telehealth can help diminish a person’s need to travel long distances to receive specialty care. Similarly, online classes can help educate patients about preventive behaviors. Remote monitoring technology also allows patients to track their health conditions from home. Additionally, we can address physician shortages by empowering health professionals such as nurse practitioners, physician assistants and technologists to care for patients. These providers receive excellent training and have demonstrated success in improving health outcomes. Renown Health cares for people from diverse backgrounds and we are dedicated to caring for patients in every community we serve. Renown Telehealth We’re leading the region in using video conferencing technology to provide the best care possible – no matter where you are. Renown Telehealth is telemedicine that gives you access to top-level care and better outcomes with less stress and fewer travel costs. Learn More

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