Posts Tagged ‘SunStone Consulting’

“Extraordinary claims require extraordinary evidence.”

December 3rd, 2009

“Extraordinary claims require extraordinary evidence.”
CosmosCarl Sagan (1934-1996)

healing_mural420

Over the last several years, we have made extraordinary claims in our blogs, our speeches, and our consulting.  We have made claims that have been questioned, sometimes scoffed at, and generally ignored by the masses who believe that their way is the only way.  It is almost as if these claims are so seemingly “out there,” that many believe they could not possibly be true.

  • less than 1% infection rates
  • lowest restraint rates
  • lowest re-admission rates
  • lowest mortality rates
  • 99% patient approval rates
  • 97% employee approval rates

In hindsight,  should we have just kept these claims “under the basket” because too many believe they look too good to be true?

When we claimed a bottom line that was over $2.5 M in a hospital with fewer beds than an average wing of most hospitals, you could see the frowns of disbelief on the faces of financial officers.  When we claimed those approval rates, the CEO’s of other hospitals simply smiled and probably thought to themselves, “…maybe in your little hospital, but NEVER in mine.”

eldercare_nurse5_445

Now that I am no longer affiliated with my previous employer, let me throw down the gauntlet to you.  It is my complete and sincere belief that these results, with your total support and endorsement, can happen in your facilities. It is my further belief that I can help deliver those results for you, so that instead of laying people off, you too can double or triple in size. I believe that you can take your everyday challenges and turn them into unbelievable successes.  How?  Take the pages from my book on hospital management.  (The one that’s not published yet, but firmly planted in my heart and head.) In the interim, get yourself a copy of my first healthcare book that has been published, Taking the Hell Out of Healthcare.

  • If you are a genuinely kind person, that will show through in your management style.  Kindness is not weakness.
  • If you care about your staff, they will care about not only you but also about your patients.
  • If you treat people with dignity at all levels of the organization, your organizational culture can change.
  • If you help the 10 percent or so of your employees, physicians, and others who do not support this philosophy to find work at neighboring institutions, they will be the gift that keeps on giving as they run rampant over patients at those hospitals and drive those patients to your doors.

These are not difficult assignments.  They require only that you stick to your resolve, that you always try to do what is right, and that you do not stop until all of the necessary changes have been made.  Healing organizations start with YOU.  Healing organizations embrace their human resources.  They embrace patient families.  They DO NOT function like cold, corporate America.  They function like patient-centered America.  Kindness in the workplace is not a gimmick, not a fleeting idea, not a once or twice a year thing, it is a complete commitment to a change in culture that reaches out to patients, employees, and medical staff.

doctor_welcome220The cost?  In the big picture, the cost is not even a consideration. Your investment now is less  than you can imagine, as your facilities grow, expand, and thrive. Besides:

What does it cost to be nice?

What does it cost to be civil?

What does it cost to be kind?

Healing Hospitals are a way of life.  Make sure that your hospital becomes just that, a place for healing.

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Healing Hospitals

October 18th, 2009

For the past several months, I have been searching for a new blog title. Nick’s Blog, NickJacobs.org, Ask a Hospital President, Taking the Hell out of Healthcare… none of them really told the story of my passion, my drive, my desire to change healthcare in a way that would be meaningful for every patient, every employee, and every physician.  Finally, the idea of what exactly I believe in, try to strive for, and teach hit me:  “Healing Hospitals.” Not only do I believe that we can make our hospitals healing places, I also believe that we can heal the hospitals themselves.

Nick Jacobs - HealingHospitals.com
Nick Jacobs, FACHE – HealingHospitals.com

For too many years, the Socratic style of teaching our docs has basically made many of them as tough as professional football players.  We have experienced “The Old Guard” in nursing, where, when new nurses come on board the older nurses are encouraged to “eat their young.”  We also know that the over-utilization of overhead paging, blood tests in the middle of the night, loud staff members, et al lead to what can only be described as a tense environment.

For the past 20  plus years, we have advocated a kinder, gentler hospital environment.  During that time we have introduced all types of non-traditional healing environments, integrative medicine, roving psychologists, drum circles, aroma, music, pet, and humor therapy as well as the elimination of bullies from the medical staff.

HCD-Cover-10_09These are just a few of the very effective mechanism that can be introduced to create healing environments in hospitals.  Healing gardens, labyrinyths, 24 hour visiting, double beds in the OB suites, and the beat goes on and on with decorative fountains, fireplaces, skylights, balconies, but most importantly dignity and respect amongst all staff and visitors toward patients.  So, “Healing Hospital” has multiple meanings. Healing will take place more quickly, thoroughly, and meaningfully in these facilities, and the entire staff will be charged with the promotion of healing by creating an overall healing environment.

Well, I’m sure if you type in nickjacobs.org or even Ask a Hospital President.com you’ll still get to us, but remember that our overall goal, our direction, our mission, our passion, and our job is to help you to create healing environments where infection rates drop, as will lengths of stay, readmision, restraint and mortality rates.  Call us at SunStone Consulting, LLC.  412-992-6197.

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On Data Breaches

September 4th, 2009

About two years ago, I had a call from my local bank asking if I had purchased a washer and dryer… in Barcelona, Spain. Somewhere, someone had gained access to my credit card number, and used it illegally for that  purchase overseas.

It was not too long after that that another bank informed me that my card had to be canceled because of a data breach at a national chain store where I had purchased some clothing. (I have since come to learn that this data breach has already cost their parent company over $220M.) Then, a few weeks later, another card had to be canceled and re-registered.  Finally, about three months after that, restrictions were placed on still another set of cards due to similar, but entirely unrelated breaches. Three cards, three banks, multiple breaches …and my wallet was still firmly tucked in my back pocket.

Joe Carberry / David Chamberlin / FORBES magazine - data breaches - NickJacobs.org
In a recent article in Forbes Magazine, the facts and figures of this new, growing phenomena were outlined statistically so as to begin to bring some sense to the table regarding what we are facing.  The authors, Joe Carberry and David J. Chamberlin state that “Only 36% of C-level executives are confident their organizations will not suffer data breaches in the  next 12 months.”

As healthcare gears up to go completely electronic, we must remember that there are, for all practical purposes, entire countries dedicating serious efforts to breach the United States data banks.  Hackers are no longer  identified as stereotypical, 98 pound computer savants.  Many of them are professional criminals and terrorists.  As a former CEO, I always had to be cognizant of the risk, then do whatever we felt we could afford to do to help mitigate that risk.  Rarely, however, have I seen any type of comprehensive commitment to a comprehensive, multi-faceted approach to this effort.

computer security1_220The laws that address data breaches involve not only civil but also criminal penalties, and the individual laws of various states are most times very different.  It doesn’t matter if your business is located in only one state. What matters is where your customers are from, and if they are a diverse group, you must comply with each
state law regulating breach notification.

SunStone Consulting, LLC, and Immersion Ltd., through their InfoLaunch suite of products, are positioned to assist you to prepare for any type of breach.  As Carberry and Chamberlin state, preparation must involve not only legal, but also communications, the C -suite, and risk management.  They further recommend the following steps:

1. Be prepared

2. Move quickly

3. Take action, and

4. Be responsible.

The  professional reputation damage that could be encountered by the hospital or physician practice that is not responsible, not prepared, slow moving, and not action-oriented can be devastating.

Are you prepared?

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Thinking at the Beach

August 13th, 2009

In January, my journey to create a new division for SunStone Consulting, LLC, began, and, with the economy in a deep slump, it appeared to be a journey fraught with almost insurmountable challenges.  How does one begin a new division during a time when most organizations were digging deeply into self-preservation mode?

Photo credit: Generation Y Travel
Outer Banks, NC | Photo credit: Generation Y Travel

The first concept that we explored was to help organizations, groups, councils, and associations assist their members while providing either a stream of income or discounts for these organizations.  Several companies responded positively to this idea: Chambers of Commerce, Hospital organizations, and others signed on for involvement in these relationships.

By March, nearly 20 companies had come on board and 12 more have followed since then.  We brought on two additional marketing specialists to assist us with these contacts.  The areas of interest ranged from Environmental to Government; software to construction projects, from hazardous waste to  fund raising, building quality initiatives into employee job descriptions; and economic development to educational training for management.

Once it was clear that this component of the new division was going to be functional and effective, we placed our focus and emphasis on direct consulting, which, due to the economy, was a much greater challenge.  This effort started very slowly as organization after organization expressed sincere interest but most also faced serious budgetary challenges.  Of course, for SunStone Consulting’s other financial divisions, because they specialize in finding the money that typically was already earned by the hospital or assisting with compliance and billing issues, business remained strong.

telemedicine_connectsDuring this time some very interesting assignments appeared including:  a university wellness program, multiple brain-oriented companies, as well as two PTSD, and two combat wound injury-related programs.  This part of the new division is now beginning to flourish with assignments ranging from the military to a hospital-based disaster recovery center, from telemedicine in rural hospitals to development efforts in Indiana, New Jersey and Pennsylvania, and California.

As we move forward into this next quarter, it is clear that the new division will produce results through rewarding relationships for all companies involved.

Some of you have asked me how this effort relates to having been a hospital CEO, and that answer is clear.  As a CEO, my days were filled with challenges, with literally dozens of special efforts emanating from numerous areas.  For example, here is a typical  list of topics dealt with on a CEO’s agenda:   meetings regarding the following:

  • Community Fitness Center
  • Tissue Repository
  • Breast Center
  • Hospice
  • OB department expansion
  • Pharmacy
  • Operating Rooms scheduling
  • Emergency Department
  • a construction project
  • marketing efforts for a new initiative
  • finance

If you can’t multi-task, the position of CEO is not a place to be, and keeping up with these consulting clients is just as stimulating.

By March, nearly 20 companies had come on board and 12 more have followed since then.  We brought on two additional marketing specialists to assist us with these contacts.
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The List

July 25th, 2009

Okay, so if you are in healthcare administration and you have any interest in what’s going on in my world, just take a quick read of this descriptive list of services from various organizations with whom I have become aligned.

healthcare_puzzle450

In terms of creating value for any of you, the first organization that I obviously believe should be on your list is SunStone Consulting.  In order to help explain our work, think of the following list:  Transfer DRGs, Worker’s Comp, Compliance and RAC readiness assessments.  These represent just a few of the professional services in which SunStone specializes for hospitals.

What about the rest of the list?

  1. Virtual elimination of  “accounts receivable.”
  2. The building of software bridges to anywhere.
  3. Expertise in telemedicine delivery.
  4. Business flow software systems, like Legos, that can be added for any business unit.
  5. Research software that delivers, white papers, proteomic and genomic research results, and pharmaceutical tie-ins through its unique search engine.
  6. Marketing research for any occasions.
  7. Business development and lobbying services.
  8. Food services.
  9. Environmental savings and income solutions.
  10. Educational training in all aspects of management expertise.
  11. Biofeedback systems for stress management.
  12. Hazardous waste disposal.
  13. Response systems for data breaches, i.e, notification mailings and call centers.
  14. REIT-type investment and building solutions for expansion projects.
  15. Searches for all executive and executive medical and PhD leadership positions.
  16. HR software to ensure objective  employee evaluations for quality improvement.
  17. 24 hour translation services for hospitals and physician office practices.
  18. Comprehensive  proteomic lab services for sophisticated oncology/cancer testing.
  19. Electronic Medical Records
  20. Physician office billing systems.
  21. Strategic planning expertise for hospital medical staffs.
  22. Physician practice diagnosis and “repair.”
  23. Grant writing and fund raising for all aspects of healthcare: residencies, research, job training, nursing schools, and so much more.

If you need to find funds, are looking to have money returned to you that you have rightfully earned, want to improve your business quality and efficiency, are in need of comprehensive analysis to help you start, improve, or garner maximum profitability from a business unit, or just want to improve your bottom line, follow the money . . .

Check out SunStone Consulting’s Global Solutions, and give me a call.  It’s what we do.  (This was not a paid announcement.  Rather, I just wanted to let you know what I’m up to besides board, administrative, and personal consulting and assistance.)

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Non-traditional Thinking Pays Off

July 19th, 2009
health_montageWho would ever consider having 24-hour ’round-the-clock family visiting in a hospital; beds for loved ones to stay overnight; deli-style counters on the patient floors to serve hot meals to loved ones, patients, and staff; popcorn machines in the lobbies; bread baking in the hallways; live music, massage, aroma, pet, humor, and drumming therapy; decorative fountains; and special mammography gowns for modesty? We did, and that was over 12 years ago. Our patient population tripled through the emergency room. The budget tripled, and the number of employees almost tripled.

At a lecture I once attended, Dr. Leland Kaiser said, Give me the creative leader every time. They will always win over the traditional one.”

Well, yesterday, I met a creative leader. This young business entrepreneur was only about 34 years old. He owned a construction business that specialized in concrete. You know, poured basements, slabs, sidewalks, and driveways. When we discussed the current business climate, he smiled and said, “I’ve done okay.” Well, we all know that the construction business is literally on the skids right now and has been since the crash last year. NPR news ran a segment on Thursday about the 12,000 new government jobs being created in the Washington DC/Northern VA area. Seemed like good news until they said that these jobs represented only about a third of the more than 30,000 construction jobs that had been lost to date there.

When I asked our young rock star how he did it, he smiled and said, “I got this idea.” The number of times that those words have come out of my mouth is virtually immeasurable. Yet someone else has later described the related actions as an accidentally brilliant strategy. My response to him was, “So, what was the idea?” He smiled and said, “As soon as I got a bill, I paid it, that day, that minute, that instant.” As an employee of an accounting-type firm, my mind began to race with the traditional thoughts of “Oh, my gosh, how foolish. He could be getting interest on his money for 30, 60, or even 90 days, and he is paying his bills when they arrive?,” I thought to myself.

He then began to explain the outcome of his decision. “My suppliers love me, and because they don’t have to add in late fees, collection costs, lost interest, or simply lost money from late or uncollectable accounts receivable, this practice got their attention. Because they, in his words, “loved him,” he was able to negotiate better pick-up times for the concrete. This made him more flexible and productive as the trucks arrived at 8:00 AM with the morning’s first load of cement. The suppliers were also willing to negotiate lower prices for him than they could for the other contractors with whom he competed. Why? Because he paid them promptly every time.

He then went on to say that because his costs were lower than the other contractors, he could lower his prices to the builders with whom he wanted to do serious business, and, instead of the six or eight regulars that kept him going in the good times, he was now able to attract about 28 builders who wanted to work with him because he was on time, did good work, and, of course, was less expensive.

So, when he told me that he was doing okay, it meant that none of his employees had lost their jobs, his income had not gone down, and his business was virtually booming in an economy that has meant bankruptcy for more traditional construction oriented businesses. The really great news, however, is that this guy is a long lost, distant cousin about whom I had never known until just a month ago. So, I guess creativity runs in the family. Oh, yeah, and he’s a heck of a musician, too. Seems like Leland was right.

A Blueprint for Transformational Change: Nick Jacobs’ 2009 Graduate School address at St. Francis University’s 2009 commencement ceremonies

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Don’t Drink the Water?

July 8th, 2009

Ever wonder about this whole water, nutrition, thrown-away-or-passed-through-pill thing?  I was talking to a friend who was explaining her box filled with powered, bio accessible supplements to me.   You know, the kind you drink in a milk shake in the morning.  She explained that her house had a septic system and that the annual visit by the septic maintenance truck was usually an occasion to discuss topics that the rest of us don’t get into on any given day.  Interestingly, she asked the septic  guy if things have changed “down there” over the years. (I know, I know. Too much information.)

His answer was terse.  He said, “Yep, all we see now when we start our work is pills, undigested pills.”  I’ve written blog posts about the lack of filtration capability built (or not built) into our water purification systems, and suggested that you move to Chicago if you have high cholesterol because there are so many lipids in the water.

Nicholas D. Kristof, Pulitzer Prize winning columnist for the New York Times has always been one of my literary heroes.  His coverage of Darfur, his reports on the Iraq war, Afghanistan, China, and gender rights issues have all captured my attention and admiration.  His column last Sunday in The New York Times, It’s Time to Learn from Frogs, was deeply disturbing and raised issues that should capture not only our imaginations but also should tickle our most profound concerns.

three legged frog
Photo credit: Discovery Channel/TreeHugger.com

For those of you who did not read it, the basic thesis was one of caution as we see our amphibian friends sprouting extra legs and some developing stunted genitals, while some of their fish companions are devolving into intersex fish that display female characteristics and produce eggs.  The reason for these changes is being attributed to a class of chemicals that scientists refer to as endocrine disruptors.  Some are passed into the environment through the urine of human females on estrogen treatments.  Although these theories for the disruptive changes in nature are still only theories, we have also begun to see a serious percentage of male babies  (7%) being born with undescended testicles and 1 percent being born with the urethra exiting the penis improperly.  Obesity may also be impacted by chemicals that contributors.

As the founder and former CEO of a research institute, our scientists constantly reminded me that 75% of our cancers were produced from the environment.  As we saw completely substantiated reasons in our economy to add man-made chemicals to retard spoilage, discourage bug infestations, and produce larger chicken breasts, or more attractive fruits and vegetables, the cascade of potential consequences caused by these decisions were never really known to us.

Mr. Kristof ends his op-ed by stating that “Those deformed frogs and intersex fish – not to mention the growing number of deformities in newborn boys-should jolt us once again.”

Could someone pass the “Fresh Mountain Spring Water?”  Oh, yeah, the one that’s full of heavy metals from the acid rains.  You know, that Grey Goose is looking better every day.

For further reading:

What Are Endocrine Disruptors?

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TGIF, This Week was a Journey

May 8th, 2009

So, here’s the story: I got to the airport my normal two hours early because I’m obsessed about being on time. Worked on my computer, grabbed a salad, got on the plane, talked to the flight attendant, buckled up, and just as we were pulling out of the gate, all of the power went off. We lost the air conditioning, and the flight attendant and I looked at each other and said, “That’s not good.”

As it turned out, the young pilot on this commuter jet forgot to turn on the auxiliary power and when the ground crew unplugged the plane, everything went down; all of the computers and the air conditioning. In fact, the entire plane was roasting, and it took the ground crew over an hour to restore the power. Seven people got off of the plane because they missed their connecting flights to places like Germany and Kuwait; one poor guy was AWOL

time_flies_for_web

We took off in plenty of time to make my flight to Pittsburgh, but when we landed in Dulles we had to sit at the gate for another 20 minutes for the absent ground crew. Then we waited twenty more minutes for the bus/room that takes you to the correct part of the terminal for the next flight. Of course, I missed my flight by about 30 minutes, walked about two more miles, stood in lines for another hour, finally got a ticket for the first flight out this morning. Then had to stand in another line to get a hotel room. Walked for another three or four miles through Dulles, got lost, stood in the rain for about 20 minutes, got to the Holiday Inn compliments of the airline, was placed in a handicapped, smoking room . . . (they must have recognized me), and slept for about three hours. I guess that makes me a real road warrior!

I’m back at the gate waiting for my flight and today’s excitement.

(Could this be a possible air travel alternative in our future?)

aeros_craft425

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Focus on the Positive

April 29th, 2009

Okay, who wants to be the first one to have written about a pandemic?  Unfortunately, I know way too much about this stuff.  Guess it’s that old hospital CEO mindset.  Prepare for the worst, and expect it.  Well, let’s all pray that this thing settles down before more people die.  My friend, Dr. Matt Masiello wrote an E-mail today that could probably help a lot of people.  A public health message with a level of calm urgency.

Dr. Matt MasielloBased on the cumulative experience of the scientific and health promotion/disease prevention staff at WRI, we began a more active approach in  preparedness then what had been recommended by WHO/CDC and the local EMS. We feel that with WHO now raising the alert level to 5 our actions were appropriate. May I suggest the following.

1.    Prepare and distribute a letter to parents asking them to keep their children home if they have a cough, fever, headache. If someone in the family has the same signs and symptoms the children should also stay home until  the illness by the family member is confirmed not to be Swine flu.

2.    Place a small table with sanitizer bottles at the entrance ways of the school buildings.

3.    Encourage staff to carry on their person the small hand sanitizers.

4.     Instruct your teachers to review with the students advice on handwashing and use of the sanitizers. Teachers should remind students throughout the day of the importance of handwashing as well as keeping their hands away from their face and the importance of coughing into their sleeves. Wash/sanitize hands afterwards. I would encourage formal, scheduled trips to the BR to wash hands and when ever necessary.

5.    Place the attached sign in key locations and encourage staff and familes to take them and post at home as a reminder. Wash hands prior to and returning from work/school/play.

6.    Get plenty of rest, eat well and exercise.

7.    Open windows for better movement of air, when and if possible.

8.    Minimize social gatherings. The canceling of social events may come as  a formal recommendation via the CDC in the very near future.

Matt

So, that’s the official word from the United States’ representative to the World Health Organization.

Now, onto life.  Last night we completed a list of services that we are helping to provide to hospitals, schools, hotels, newspapers,  businesses and anyone else that might be interested.  Rather than list each business individually, let me list their services, products, and work, and, if you’re interested, give me a call.

  • Technology Solutions for Government
  • Sophisticated market research
  • Physician billing/Pre-certification and approval of payments for doc offices.
  • Telemedicine and medical device marketing analysis and launch
  • Food Services for hospitals and long term care centers
  • Education Programs and Leadership Solutions
  • Continuing Medical Education for physicans and nurses
  • State and Federal Lobbyists and Business Development Experts
  • Personal Healthcare and Corporate Wellness
  • Crisis Response Communications
  • Construction solutions (REIT)
  • HR and House Wide Quality System for Job Descriptions
  • Translation services (Contract pending)
  • Specialized Cancer Laboratory Services
  • Removal and disposal of hazardous waste, a green company
  • Economic Development and ECAP green initiative
  • The Doctors’ Doctor – Physician office mergers, acquisitions and general business operations consulting, and Hospital Physician strategic planning

Obviously, each line represents a company that we represent, and even more obviously, SunStone Consulting is your answer for all of the financial challenges that hospitals face.

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A Different Kind of Saturday Night Fever for Some

April 25th, 2009

In August 2006, I was inspired to write a disconcerting blog post regarding the potential outbreak of the avian flu.  It was a disturbing post not only because it contained potentially negative statistical mortality outcomes on an international basis, but also because, as a relative insider, it was clear to me that we were not ready at all for this type of pandemic.

Churchgoers in Mexico City | Photo Credit: AP

Churchgoers in Mexico City Sunday | Photo Credit: AP

With new grandbaby Zoey safely here on earth less than a week ago as the youngest member of the family,  today’s opening story of a potential influenza pandemic made my blood run cold.  The rate and speed with which this type of pandemic could overtake our world is almost immeasurable, and, having flown from San Francisco, to San Diego, to Richmond to Pittsburgh in the last week, it was clear that,  if I had been a carrier, literally hundreds of people could have been infected simply by my presence.

Those who are realists or pragmatists will simply say, it is Mother Nature’s way of “thinning the herd,” but herd thinning in our case is something that is uncomfortable, especially in such a random way.  During the pandemic of 1917/1918, mass graves were dug not ten miles from my home, and undertakers were not even permitted to prepare the bodies for burial.

My previous blog focused on the avian virus, but this morphed virus that appeared in Mexico, not China, not the Far East as originally predicted, is a combination of human, swine, and avian viruses.  No one has ever seen or found cures for this type of radical new flu yet.


View H1N1 Swine Flu in a larger map

The World Health Organization came out today with only a level three warning, but when they described this level of warning, they indicated that it was simply because they did not yet have enough information to take it to level six.  There are confirmed cases in San Antonio, San Diego, and one report even indicated that New York had two cases, and over 68 are known dead in Mexico.  Fever, sore throat, coughing, nausea, body aches, headaches, chills and fever are some of the symptoms presenting with this flu that can result in pneumonia and respiratory failure.

Mexico City closed it schools on Friday, and more such initiatives are expected as this powerful force of nature begins to take on a life of its own.

How can you avoid getting this flu?  Wash your hands, stay away from infected people, cover your nose and mouth.

In children, emergency warning signs that need urgent medical attention include:

  • Fast breathing or trouble breathing
  • Bluish skin color
  • Not drinking enough fluids
  • Not waking up or not interacting
  • Being so irritable that the child does not want to be held
  • Flu-like symptoms improve but then return with fever and worse cough
  • Fever with a rash

In adults, emergency warning signs that need urgent medical attention include:

  • Difficulty breathing or shortness of breath
  • Pain or pressure in the chest or abdomen
  • Sudden dizziness
  • Confusion
  • Severe or persistent vomiting

Let’s all hope that this never gets any worse than it did in the 1976/77 cycle when only a very few people died at that time…mortality rate was low with swine, but this is swine, avian and  human combination.

Tonight, say a little prayer.

Also by Nick Jacobs:

Are We Ready for the Avian Flu?
Hospital Impact
August 8th, 2006

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