June. Patient Satisfaction Scorecard. June Forums Coming Soon Live Sessions & Logowear Sales in Two Weeks!

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1 June Forums Coming Soon Live Sessions & Logowear Sales in Two Weeks! It s been a little over 90 days since we gathered at local movie theaters and launched Bring Your Heart to Work. Now we re bringing the Forums back home to Lakeland at a location close to you. Reserve time on your calendar today and plan on joining us June for a live session. We ll be covering what s new at Lakeland and handing out some great door prizes! For a complete list of dates, times, and locations, see the insert with this issue of the Pulse or visit mylakeland and search 2013 June Forums Flyer. If you can t find a time that s convenient to attend a live session, we ll be offering the eforums again through mynetlearning. Please note that an will be sent June to all staff indicating when the eforums are available. The presentation will NOT be accessible online until this time. New Logowear for Associates To support our TRAITS and commitment to professionalism, Lakeland HealthCare encourages associates to wear our brand! During the Forums we are revealing a collection of new company-approved logo apparel and merchandise. Items will be available for purchase using cash, check, and even payroll deduct, at various locations throughout the week. Get a sneak peak at what s for sale inside this issue of the Pulse! We ve arranged for a wide variety of affordable clothing and items to be sold during the Forums. Men s and women s sizes and styles will be on hand, so that you can take home your purchases that day. We ve even custom-designed a few fun outfits for the youngest member of your family. Come and see us at the Forums! June 5, 2013 Patient Satisfaction Scorecard Overall Rating 9 or 10 Goal 90th Percentile 60 th 60 th 90 th St. Joseph Niles Watervliet Data from 4/28 to 05/18 The above graphic shows the percentile ranking of patients rating us a 9 or 10 at each facility. Continue to check the Pulse for regular updates. Your Thoughts & Opinions Make Lakeland a Great Place to Work This month associates are being asked to complete a variety of surveys that will help measure the internal well-being, or operations of the health system. Your response to these questions is an important step towards us reaching our corporate goal to become a Great Place to Work. Through random pulse check surveys and the Best Places to Work in Healthcare survey from Modern Healthcare, we want to hear from you about: Culture and communications Job role satisfaction Leadership and planning Overall career satisfaction Pay and benefits Relationship with supervisor Training and development Work environment Beginning June 14 associates Lakeland HealthCare A GREAT PLACE and physicians will be randomly selected to complete the Best Places to Work in Healthcare survey from Modern Healthcare. Those who are chosen will have two weeks to complete the survey. Look for more information to be communicated via and through future issues of the Pulse regarding the next survey launches.

2 P U L S E Editor: Laura Wagner Designer: Sarah Clemons Contributing Writers: Meg Gallert Kayla VanderPloeg Moses Primo Jr. Director of Marketing and Communications: Megan Yore Vice President of Strategy and Business Innovation: Ray Cruse Lakeland HealthCare publishes the Pulse for our associates, volunteers, and physicians. Story ideas for publication must be submitted at least four weeks in advance of publication dates and are to subject to approval and editing by the Marketing department. For a complete list of distribution dates and to access archived issues, visit the Pulse homepage at mylakeland. Within the health system, please mail correspondence to: Marketing and Communications marketing@lakelandregional.org Outside the health system, please mail correspondence to: Pulse Marketing and Communications department Lakeland at Meadowbrook 2550 Meadowbrook Road, Suite 201 Benton Harbor, MI Phone: (269) Fax: (269) Visit us on the web at: Remember to like us on Facebook, watch us at YouTube, and follow up on Twitter. Our Mission To be the leader in safe, high-quality, patient-centered, compassionate, health-related services. How safe? How safe are you? Message from the President Loren B. Hamel, MD President & CEO Most people instinctively respond safe. But are you really? Ever had an accident? Drop something? Hurt yourself? Or maybe even hurt someone else? You might be thinking wait, those are just mistakes, that doesn t mean I m unsafe. Of course in healthcare, that s the point. Mistakes, whether errors in process, thinking, or behaviors, result in errors, and errors may result in harm. That s why we at Lakeland are always committed to being as safe as possible. That s why we have implemented the safety call-out system. That s why we gather together every day, 365 days a year, in our daily safety check in and that s why we ve made an organization-wide commitment to additional safety training. The training is linked to the practice and experience of Highly Reliable Organization or HROs. To date, under the guidance of Mary Ann Pater, Lakeland s key safety officer, along with Beverly Robbins and Kristine Ebbert, Lakeland s safety advocates, we have trained 650 individuals, more than 100 of whom are physicians and other licensed providers. If you have not been trained yet, you soon will be. The four broad themes of that training are: learning to support safe team behaviors, paying attention to detail, actively questioning and reporting anything that appears unsafe, and communicating clearly. You will learn about a number of tools you will use every day. They will help you keep your patients, your coworkers, and yourself safe. One example is the tool STAR that stands for Stop, Think, Act and Review. Pausing one second before your action, thinking carefully about what you are about to do, completing the task, and then reviewing your outcome, will make you safer. Don t forget that one of the most important and too often forgotten safety measures is washing your hands, before and after each patient encounter, whether or not you intend to touch the patient. Your patients, your coworkers, your families, and I appreciate your commitment to always being safe. 2 a newsletter for associates, volunteers and physicians of Lakeland HealthCare

3 Don t Miss White Sox Baseball! Spend an entertaining summer afternoon at the old ballpark and check out the Chicago White Sox as they battle the Detroit Tigers. Join the Lakeland Activities Committee at U.S. Cellular Field for first pitch at 2:10 p.m. EDT on Thursday, July 25. Tickets are available at a cost of $46 per person, with a limit of four per lottery winner. Attendees must be at least six years old. Transportation is included in the cost of the ticket. If you d like to join the fun, lottery forms are available at mylakeland. Just complete a search using the terms White Sox Lottery Form. Please send all completed forms via interoffice mail to Susan Svorec, Obstetrics- Lakeland Regional Medical Center, or fax to (269) , attn: Teresa. Forms are due Wednesday, June 19. For more information, please contact Susan Svorec at (269) Marketing and Communications would like to welcome and introduce Moses Primo Jr., who recently joined Lakeland HealthCare as a Marketing Specialist Intern. Moses will write news releases and articles for internal publications such as the Pulse. He will also assist with upcoming events and video productions like the Forums. He earned a Bachelor s degree in Mass Communications & Media Arts from Southern Illinois University (SIU), and is working towards a Master s degree in Communication from Andrews University. While attending SIU, Moses received the Video of the Year award and was involved with the Emmy-winning alt.news 26:46 production team. He served as a Section Editor for the collegiate magazine Envision at Andrews University, and completed several graduate assistantships. Originally from Illinois, Moses moved to Berrien Springs, where he met his wife, Vanessa. She works for Lakeland as a relief physical therapist. Please also welcome Marketing and Communications intern Kayla VanderPloeg. Learn About Common Causes & Care for Shoulder Pain Do you suffer from shoulder pain occasionally, or is it a persistent problem? The shoulder is made up of a complex system of bones, muscles, and tendons, each which could be the source Robert Schaefer, MD of your discomfort. Orthopedic surgeon Robert Schaefer, MD, of Community Bone & Joint will discuss the causes and care for shoulder pain during an upcoming informational seminar. Registration is encouraged for this FREE event. Walk-ins are welcome. To learn more, call (269) or (866) Monday, June 17-6:00 to 7:00 p.m. Lakeland Community Hospital, Watervliet Classroom B Marketing Interns Bring Unique Skills to Department Kayla VanderPloeg and Moses Primo Jr. During her internship, Kayla will provide assistance with media tracking, write Pulse articles and social media postings, and provide support at special events like the Forums and the Berrien County Youth Fair, among other responsibilities. Kayla is a senior at Calvin College in Grand Rapids, where she is studying Strategic Communications and Writing. At Calvin, she is a guest writer for the school newspaper, a leader for the Calvin Public Relations Organization, a seamstress for the Theatre Company, and a participant in the college s Living-Learning programs. In 2010, Kayla graduated from Lakeshore High School and was crowned Miss Baroda. After graduation, I hope to work in the Public Relations field, ideally in a job that engages and promotes growth in the surrounding community, said Kayla. That s what I like about Lakeland: the commitment to improving the health and wellness of people in the community. Kayla isn t the only VanderPloeg at Lakeland. Her mom, Laurie, works as a pharmacist at the Marie Yeager Cancer Center in St. Joseph. a newsletter for associates, volunteers and physicians of Lakeland HealthCare 3

4 4 Watervliet Welcomes New Orthopedic Surgeon Jeffrey T. Postma, DO, Orthopedic Surgeon, has joined the medical staff of Lakeland Community Hospital, Watervliet. Dr. Postma has over 16 years of experience, working his last six as the Chief of Surgery at South Haven Health System. He earned his Doctoral degree in Osteopathic Medicine from the Michigan State University College of Osteopathic Medicine, and completed his residency at Genesys Regional Medical Center in Flint, Michigan. Dr. Postma s new practice will have him working alongside Robert Schaefer, MD, who has been a friend and colleague of Dr. Postma for many years. When talking of the many skills both he and Dr. Schaeffer have to offer, Dr. Postma concludes, we will be able to provide the community with some of the best orthopedic care. Excellent Care Received Editor, I am a retired physician who has had the privilege of being able to practice cardiology in our community for 25 years. Prior to that I spent 12 years practicing at a large university medical center. Recently I became quite ill and had to be hospitalized for about two weeks. I cannot say enough good things about the care received at the Lakeland HealthCare facility. The physicians of the Intensive Care Team, the hospitalists working the Progressive Care area, the Infectious Disease Team and the hematologist were outstanding in the care they delivered. It was very impressive the way they all coordinated their treatment and developed a plan for continuing care. They even coordinated their plan with a specialist in Immunology that I had seen at an outside institution. They were all extremely caring individuals. The nurses and nursing care personnel, technicians and transportation staff members were all very kind and caring. During my career I have had the opportunity to visit many high quality health care facilities throughout the country. I can say without hesitation that the Lakeland HealthCare institution is second to none in these areas. Allen E. Zencka, MD -Benton Harbor Reprinted from the Herald Palladium on May 24 a newsletter for associates, volunteers and physicians of Lakeland HealthCare Aside from his professional life, Dr. Postma is a family man with two children ages 13 and 11 and a wife of 16 years. Together they go camping, bicycling, and cross-country skiing in the winter. Dr. Postma encourages a healthy lifestyle; he is a dedicated cyclist who bikes over 3,000 miles each year, often with family or friends. Dr. Postma s many years of experience combined with his joyful demeanor make him a perfect addition to the Lakeland family, and we look forward to seeing him in action. To learn more about Community Bone & Joint visit or call (269) The Gordon Knutson Memorial Golf Tournament The Gordon Knutson Memorial Golf Tournament will take place on Friday, June 28, at Lake Michigan Hills Golf Club located at 2520 Kerlikowske Road, Benton Harbor. The tournament is a charitable event, with all the money going to help Lakeland Community Hospital, Watervliet. Though the purpose of the event is to raise money for the hospital, there will be winners, and a cash prize will be given. There will also be door prize drawings. All the funds that we raise are going towards the expansion of the hospital in Watervliet, says Karen Dye, Donor Relations Coordinator for Lakeland Health Foundations. Those who participate not only enjoy themselves, but the knowledge that they are helping the local hospital is very gratifying. There are standard and deluxe golf packages available and non-golfers can purchase tickets for the post-tournament reception. If someone is unable to attend, but is in the giving spirit, donations are welcome. For more information please, call Karen Dye at (269) or at kdye@lakelandregional.org Wear Your Walk to the Island T-shirt to Work We had over 1,975 Lakeland associates from 176 teams participate in this Spring s Walk to the Island wellness challenge. Together our organization logged a total of 143,455 miles. That s something to celebrate! This Friday, June 7, don t just wear your Walk to the Island T-shirt to workout wear it to work! We want to create a sea of light blue T-shirts all over Lakeland as a symbol of living healthy and getting fit! Associates are encouraged to congratulate their peers who are wearing their T-shirts, as a way to recognize their commitment to wellness and maintaining a healthy lifestyle.

5 June Mark Time on Your Calendar Today! Monday, June 17 ~ Lakeland Community Hospital, Watervliet Community Education Classroom B 10:00 a.m. 10:45 a.m. ~ ConnectCare Innovation Center, St. Joseph Cinema Conference Room 2:30 p.m. ~ Hospice at Home, St. Joseph Community Room 4:30 p.m. Tuesday, June 18 ~ Lakeland at Meadowbrook, Benton Harbor Conference Center 8:00 a.m. 8:45 a.m. ~ Lakeland Continuing Care Center, St. Joseph Main Dining Room 9:30 a.m. ~ Center for Outpatient Services, St. Joseph Deli Area 2:00 p.m. 2:45 p.m. 3:30 p.m. Wednesday, June 19 ~ Lakeland Specialty Hospital, Berrien Center Gardenview Room 7:30 a.m. 1:15 p.m. 2:00 p.m. 2:45 p.m. Sessions broadcast to Niles and St. Joseph Thursday, June 20 ~ Lakeland Regional Medical Center, St. Joseph Frederick S. Upton Education Center Rooms 5 and 6 7:30 a.m. 8:15 a.m. 9:00 a.m. 1:15 p.m. 2:00 p.m. 2:45 p.m. 9:45 p.m. 10:30 p.m. Sessions broadcast to Niles and Watervliet Friday, June 21 ~ Lakeland Community Hospital, Niles Large Meeting Room 7:30 a.m. 8:15 a.m. 1:15 p.m. 2:00 p.m. 2:45 p.m. Sessions broadcast to St. Joseph and Berrien Center web-based eforums available through mynetlearning

6 Show Your Lakeland Pride Check Out the Logo Wear During the June Forums! New Logo Wear for Associates To support our TRAITS and commitment to professionalism, Lakeland HealthCare encourages associates to wear our brand! During the Forums we are revealing a collection of new company-approved logo apparel and merchandise. Items will be available for purchase using cash, check, and even payroll deduct, at these locations and times throughout the week. Lakeland Community Hospital, Watervliet Monday, June 17 - Ground Floor, Near Pharmacy 9:00 a.m. to Noon Lakeland at Meadowbrook Tuesday, June 18 - Atrium 8:00 to 11:30 a.m. Center for Outpatient Service, St. Joseph Tuesday, June 18 - Atrium 2:00 to 5:30 p.m. Lakeland Specialty Hospital, Berrien Center Wednesday, June 19 - Cafeteria 7:00 a.m. to 5:00 p.m. Lakeland Regional Medical Center, St. Joseph Thursday, June 20 - Main Lobby 7:30 a.m. to 11:30 p.m. Lakeland Community Hospital, Niles Friday, June 21 - Classroom 1 and 3 7:00 a.m. to 5:00 p.m.

7 New Walk-in Clinic NOW OPEN! Medical problems don t always happen during regular business hours. Community Medical Center s Walk-in Clinic is for illnesses that cannot wait until the next business day. Find us fast when you need urgent care evenings and weekends too; no appointment is necessary. Located inside Lakeland Community Hospital, Watervliet near the Emergency Department, we have extended hours, added three new medical providers, and increased our space, all to serve you better. Community Medical Center Walk-in Clinic 400 Medical Park Drive, Watervliet (269) Monday through Friday, 11:00 a.m. to 9:00 p.m. Saturday and Sunday, 11:00 a.m. to 7:00 p.m. Whether you sprained an ankle or just feel under the weather, take comfort in knowing our dedicated team of physicians, nurses, and healthcare professionals look forward to caring for you and your family.

8 Find Medical Care FAST! Covert Whether you live here all year or are just visiting, Lakeland HealthCare is here to serve you Coloma Watervliet Urgent Care Locations (no appointment necessary) Community Medical Center Walk-in Clinic 400 Medical Park Drive, Watervliet (269) Monday through Friday, 11:00 a.m. to 9:00 p.m. Saturday and Sunday, 11:00 a.m. to 7:00 p.m. Southwestern Medical Clinic, Walk-In Clinic 2002 S. 11th Street, Niles (269) Monday through Friday, 8:00 a.m. to 7:00 p.m. Saturday, 8:00 a.m. to 2:00 p.m. Southwestern Medical Clinic, Walk-In Clinic 5515 Cleveland Avenue, Stevensville (269) Monday through Friday, 8:00 a.m. to 8:00 p.m. Saturday, 8:00 a.m. to 1:00 p.m. St. Joseph Stevensville Baroda Bridgman Millburg Benton Harbor Sodus Eau Claire Berrien Springs Sawyer New Troy Lake Michigan

9 Name: Lakeland Activities Committee Ticket Lottery Entry Form Summer Fun at the Ballpark: White Sox vs. Tigers on Thursday, July 25th Department/Location: Circle one: Associate Volunteer Physician Retiree Home phone number: Work phone/shift: Cell phone number: Pager number: Number of tickets: (Maximum: 4) (Tickets: $46 each) * Participants for this event must be at least six years old. I, the undersigned, am an associate, volunteer, or physician at Lakeland Regional Health System. I understand that tickets for Activities Committee events will be distributed by lottery only, and that only lottery winners will be called within seven days of the drawing, at which time arrangements will be made for ticket pickup and payment. I also understand that the Lakeland Activities Committee will not accept phone calls regarding the results of the lottery. Signature: Lottery forms due by June 19 Send this form via interoffice mail to Susan Svorec, Obstetrics- Lakeland Regional Health System or fax to (269) attn Teresa. For more information, contact Susan direct at (269) Any Lakeland associate winning an activity and unable to attend must contact an Activities Committee member or call the Human Resources department as one cannot sell or give away the ticket/seat to family, friends, or co-workers.