Community. Around. Keeping Our Communities Healthy. FEBRUARY 2015 Update!

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1 Keeping Our Communities Healthy FEBRUARY 2015 Update! Around NEWS FROM OUR PILLARS This month we spotlight the network s 2015 goals. Below are some other highlights. OUR PEOPLE Results from the recent employee engagement survey will soon translate into action plans designed to improve the employee experience. OUR SERVICE s new My Estimate service helps take the mystery out of health care costs. OUR QUALITY The network recently celebrated a wide range of safety accomplishments and improvement efforts. OUR FINANCE More Hoosiers than ever will soon gain access to medical insurance which is good for them, and for s financial picture. OUR GROWTH New advertising is aimed at sparking growth in the oncology product line. OUR COMMUNITY s support of diversity in the community earns praise from the Indianapolis mayor s office. The ways we achieve our mission are evolving not only do we need to make care easier to access and navigate, but we re increasingly called upon to help people get healthy and stay that way, so they don t need as much sick care. That evolution is driving a lot of innovative, Patients First work across our community of caregivers, including services we provide for employers such as school systems. The network currently has 10 employer clinics, from Anderson to Bloomington, says Steve Zetzl, vice president of integrated primary care services. School systems, he says, have missions to educate children, and one of the first things you have to do to accomplish that is to have teachers in the classrooms. Employer clinics boost education in multiple ways, starting with making care very easy for school employees to fit into their workdays. That keeps teachers teaching and reduces the cost of substitute teachers. Easily accessible care also reduces healthcare costs overall, Zetzl says. That puts dollars into the classroom instead of into health care. Health coaches, such as s Kellen Niespodziany, further the aim of keeping people healthy and improving their quality of life. We really meet people where they are, without judgment, Niespodziany says. We want to create a program that works for that person and is something they actually want to do. We have registered dietitians, fitness specialists, health coaches and all kinds of providers. We re working together to be sure you get the best care, using everyone s expertise. Kellen Niespodziany and Steve Zetzl were guests on the most recent Online With Bryan, s monthly video newscast with Bryan Mills, president and CEO. For more on these topics, along with discussion of 2015 goals, please click on the link below.

2 2 Our people PEOPLE PILLAR Our network will be recognized as the premier healthcare employer for current and prospective employees, with a culture of engagement that will inspire and empower team members. High employee engagement translates into a high degree of commitment, and research shows that organizations with high employee engagement outperform their competition. PEOPLE PILLAR GOAL FOR 2015 The goal for 2015 will once again focus on s employee engagement score, as measured through the employee engagement survey. The target is now being finalized, with the aim of improving upon 2014 results. PEOPLE PILLAR IN 2014 Our employee engagement goal for 2014 was a score of at least 73%. The survey in December collected input from 8,199 employees, and we surpassed the target, with an engagement score of 78%. Just as important as achieving the goal is what we ll do with the feedback we gathered. Soon, leaders across the network will receive reports for their specific areas, and in the coming months they ll use those results to work with their teams on creating improvements in the employee experience. ZOPPI SERVING AS CHIEF ACADEMIC OFFICER Upon the departure of Clif Knight, M.D., as s chief medical and academic affairs officer, Wes Wong, M.D., assumed the medical affairs responsibilities while Kathy Zoppi, Ph.D., MPH, was tapped to handle the academic affairs duties on an interim basis. Zoppi, a medical educator since 1986 who joined in 2006, has now been chosen to continue on as the network s chief academic officer. Her duties include a wide range of endeavors related to education and our research infrastructure, supporting providers as both teachers and scholars. She also partners with the network s chief nursing officer, Cindy Adams, R.N., Ph.D., on the training of clinical teams. NETWORK ADDS VICE PRESIDENT OF SOLUTIONS Bill Cox has joined to take on the new role of vice president of solutions within the Office of Knowledge Management, directing clinical and business application services for the network. He s an accomplished IT veteran who has had leadership positions with Eli Lilly & Co., AIT Laboratories and Allegient. LONGORIA RETURNS TO LEAD NEUROSCIENCES José Longoria has returned to as vice president of neuroscience services. He has extensive experience in developing, implementing, sustaining and growing multi-service-line businesses through collaborative coalitions with physicians, employees and other service line leaders. Bill Cox continues on page 3

3 3 Our people DR. BOX TAKES WOMEN S SERVICES LEADERSHIP ROLE Kristina Box, M.D., has been named the physician lead for women s services. Dr. Box will work alongside the pediatric lead to help develop strategy across the network for the women s and children s product line. AN AWARD FROM HIMSS Congratulations to Susan Vaughn, director of our Meaningful Use initiatives. She was named the recipient of the 2014 Founders Leadership Award from the Healthcare Information and Management Systems Society. The award honors people who have demonstrated significant leadership within the society and the industry. Her work here at has played an important role in helping the network meet the government s Meaningful Use requirements relating to electronic health records achieving Meaningful Use has helped earn millions of dollars in incentives from the government. Kristina Box, M.D. IU KOKOMO HONORS NURSING UNITS AND LEADERS Indiana University Kokomo, in collaboration with Howard, last month presented plaques to nursing directors Dawn Sell (medical surgical 2) and Lynn LaCluyse (cardiac care progressive unit) recognizing participation in the innovative Dedicated Education Unit. Part of in-hospital clinical nursing training, DEU is a new model of clinical nursing education designed to strengthen nursing education and improve quality of care. DR. FOLEY S WORK PUBLISHED Brian S. Foley, M.D., MBA, medical director at the Spine Center, was co-author of a recent publication in the Journal of Manual & Manipulative Therapy. The focus was on the use of mechanical diagnosis and therapy, or MDT, in the treatment of certain types of lumbar pain. IBJ HONORS GEE-WEILER Donetta Gee-Weiler, vice president of women s and children s services, recently was honored as part of the Indianapolis Business Journal s 40 Under 40. The annual feature puts the spotlight on 40 local business and community leaders in prominent and influential roles. The profile of Gee-Weiler can be found at the link below.

4 4 Our service SERVICE PILLAR will create lifelong partnerships with patients and families, providing easy access to trusted, compassionate care each and every time. Service is at the heart of our mission, and there s no better way to gauge how well we re serving our patients than simply asking them. SERVICE PILLAR GOAL FOR 2015, H-CAHPS Achieve at least 75th percentile performance on at least three-quarters of the H-CAHPS dimensions of care, from fourthquarter 2014 through third-quarter Also, achieve 90th percentile top box performance on the question Would you recommend this hospital to friends and family? SERVICE PILLAR GOAL FOR 2015, CG-CAHPS On the CG-CAHPS how would you rate your provider question, earn 9 or 10 ratings at least 86% of the time for adult primary care and 85% of the time for adult specialty care, from fourth-quarter 2014 through third-quarter SERVICE PILLAR IN 2014 Our goals for 2014 also focused on the H-CAHPS surveys gauging how hospital patients perceive our care, and the CG-CAHPS surveys that do the same for care in our physician offices. The final results are not yet in for On the CG-CAHPS, the results were trending favorably, with the target appearing to be within reach. We also recorded some improvements in H-CAHPS scores, but it was not clear that we made enough progress to hit the 2014 goal. HANDLING FEEDBACK MORE EFFECTIVELY There are lots of different ways that patients, family members and guests can share concerns and complaints. It s important that we effectively act upon the feedback, so that we can continually improve the patient experience. A recent three-day performance improvement event at East brought together a multidisciplinary group of about three dozen participants to focus on how we as individuals and as an organization handle direct feedback. This team designed better ways to gather and process customer feedback, resolve issues to the satisfaction of customers and, just as important, make sure we learn and build more exceptional experiences. The next step is to pilot these solutions in the East Region, with the potential to roll out as a best practice across the network. More to come! TAKING THE GUESSWORK OUT OF HEALTHCARE COSTS s patient experience isn t just how we care for patients, but how we communicate with them, listen to them, help them make choices, and ensure there are no questions or surprises with anything involving our interaction including the bill. Our brand-new central pricing office has launched a service designed to make it easier for our patients to plan for and handle out-of-pocket health care expenses. We call it My Estimate, and it provides personalized estimates of the out-of-pocket costs that patients will owe for their services at taking into account their insurance plans and where they are in meeting their annual deductibles. Patients can call My Estimate at or toll-free at or fill out an online request at e.com/myestimate. With My Estimate, we re putting our potential customers and patients first, arming them with important information, and helping them to navigate the often confusing financial landscape of health care.

5 5 Our quality QUALITY PILLAR We will implement best practices and evidencebased care, providing services for individuals and populations that result in desired outcomes. Our measurement of quality represents the known best practices for ensuring high-quality care, and requires the coordinated and cooperative efforts of multiple caregivers across the entire network. QUALITY PILLAR GOAL FOR 2015 Improve our all-cause readmission rate over the 2014 baseline, from fourth-quarter 2014 through third-quarter The precise numeric target is being finalized now. QUALITY PILLAR IN 2014 We had multiple quality goals in 2014, and performed well. One goal focused on the core quality measures that go into the federal government s value-based purchasing program, and the results were favorable. We also performed well in quality measures relating to our Physician Network operations. The 30-day readmission goal was also on the scorecard for Final results are not yet in, but at last check we were close to the target. COMMUNITY EAST PREPARES FOR SITE VISIT Health Network had been on a journey to excellence, and one way of assessing our performance in this regard is through the Partnership for Excellence Award program. East has moved forward in its assessment of progress by submitting an application for the program, the highest level of state recognition an organization can receive for performance excellence. The next step in this journey will be a site visit by a team of examiners to East. The team will be here for three days in March. This is not an audit, but an opportunity to evaluate organizational strengths and look for ways to improve patient care. Receiving a site visit is an extraordinary accomplishment and recognition of the organization s commitment to excellence. CARECONNECT UPGRADE ON THE WAY If you re a user of one of CareConnect s Epic Systems applications, enhancements are on the way! We re upgrading to the latest versions of the applications on March 8. Please plan to check out the e-learning module focused on your application s upgrade to find out what s new. Watch your for additional details. CELEBRATING SAFETY Last month marked the first annual Patient Safety Celebration, an event honoring a variety of safety-related initiatives across the network. Among those sharing the spotlight were the teams that submitted projects in the most recent Safety Hero Award competition, as well as teams involved in the Partnership for Patients efforts encouraged by the Centers for Medicare & Medicaid Services. The Safety Hero Award results appeared in the November issue of Around. The Partnership for Patients sought to reduce by at least 40 percent the instances of nine different kinds of harm, ranging from falls with injury to adverse drug events to bloodstream infections associated with central lines. Of s various initiatives, 82 percent met or beat the target by the end of 2014, well ahead of the national average. The inpatient behavioral health crisis team, winner of the Safety Hero Award last fall.

6 6 Our growth GROWTH PILLAR Smart growth initiatives will propel the network to achieve its financial and mission-related objectives. Our growth measures reflect the future state of the industry and our need to grow into the care delivery and reimbursement models of tomorrow. GROWTH PILLAR GOAL FOR 2015 Achieve growth in total managed lives, with a target of at least 103,000 lives. A managed life is defined as a person for whom our reimbursement can fluctuate based on patient outcomes, such as quality, safety, experience and cost (as opposed to traditional contract reimbursement). GROWTH PILLAR IN 2014 For 2014, we did not have a separate growth pillar goal, but measured growth and finance together through the network operating margin. Our move toward tracking growth in managed lives in 2015 reflects the direction that our industry is moving, with reimbursement models that give providers incentives not just to treat sick patients, but to help them stay healthy and reduce the need for costly care. COMMUNITY DAY WITH THE FUEL Sunday, February 8, is another Day with the Indy Fuel. The Heart and Vascular team will be on hand to provide heart healthy information and tips, and to promote upcoming Know Your Numbers screening dates and visible vein screening packages. Fans stopping by the booth will have the ability to schedule heart scans. If you plan to attend the 3:05 p.m. game, or any other Indy Fuel game, click on the link below for discounted tickets as part of our partnership with Indy Fuel. OPEN HOUSE AT COMMUNITY HEALTHPLEX Give those New Year s resolutions a test drive at the free Healthplex Sports Club open house on Saturday, February 7, from 9 a.m. to noon. Check out the free class demos, health screenings, educational opportunities and food for the whole family. You can even enter a drawing for a chance to win a free one-year membership, a free session with a personal trainer and a free spa service of your choice. SPARKING GROWTH WITH ADVERTISING s latest television commercials aim to drive growth in the oncology product line. A commercial titled Surrounded began airing during Super Bowl pre- and postgame programming, and will run through February, reinforced by radio, print and online ads along with social media posts. It s the second edition of messaging conveying that five of our hospitals are now affiliated with MD Anderson Cancer Network, a program of MD Anderson Cancer Center. Beginning February 9, we ll add a 60-second patient testimonial ad featuring a patient named Dan and his wife, Beth, and Dan s colorectal surgical oncologist, Shekar Narayanan, M.D. Click on the links below to watch the commercials.

7 7 Our community COMMUNITY PILLAR The organization will drive positive impact in the communities we serve by aligning fundraising and community outreach initiatives in ways that support network strategies. Through our work, we are allowing donors and employee volunteers the opportunity to share their time, talents and treasures in ways that will make lasting impacts in each of our regions. COMMUNITY PILLAR GOAL FOR 2015 Ensure that all leaders take part in at least one Serve360 volunteer opportunity during COMMUNITY PILLAR IN 2014 It was another remarkable year for our Serve360 volunteer initiatives, and our efforts touched countless lives across the communities we serve. We still fell short of our target of 100% leadership participation in Serve360, so there s room to improve in But while the pillar goal specifically measures the participation of leaders, it s important to remember that Serve360 is for all employees. It s how we take our mission into the communities that have birth to our organization and as Bryan Mills, s president and CEO, has observed, Serve360 participants truly get back much more than they give. NETWORK TAKES HOME DIVERSITY HONORS last month received the Relations award as part of the Indianapolis Mayor s Celebration of Diversity Awards. The award recognizes activities that encourage and support diversity in the community. The network is a previous winner of the Sam H. Jones Award, the highest honor bestowed through the Celebration of Diversity. A RECORD YEAR FOR FUNDRAISING Health Network Foundation s efforts to raise funds for our strategic product lines and programs resulted in a record-breaking fundraising total for 2014, with $3.9 million dollars donated by more than 2,800 donors. The generosity of these donors allowed the foundation team to break another record, giving back $3.2 million to fund important programs inside of our strategic plans. Many of these programs would not exist without fundraising support, including neonatal abstinence syndrome nursing education, bereavement programs for children and adults, and a forensic nursing program to help patients who are victims of violence and sexual assault. In 2015, grateful patients and their families, along with physicians, nurses, employees and other donors, will have a number of opportunities to support our work to enhance the health and well-being of the communities we proudly serve. FOOD PANTRIES NEED OUR HELP Food pantries offer many ongoing Serve360 volunteer opportunities. Our food pantry partners tell us that some of their regular retiree volunteers are not available this time of year because they re traveling in warmer climates, which means food pantries need our help more than ever. Volunteers are vital to supporting perations at such places as IPS School 14, Westminster Neighborhood Ministries, The Cupboard, The Sharing Place and Midwest Food Bank. Please click on the Serve360 link to find out more about these and other opportunities to serve. continues on page 8

8 8 Our finance FINANCE PILLAR Our operating margin provides the capital funds necessary to maintain our facilities, make strategic investments in programs and technology, and replace equipment. FINANCE PILLAR GOAL FOR 2015 Achieve a network operating margin of at least 6.0%. FINANCE PILLAR IN 2014 The past calendar year was marked by exceptional financial performance for the network, as measured by our operating margin, which essentially refers to the money remaining after we ve collected our reimbursements and paid all of our expenses. Great work on many fronts helped us to surpass our finance pillar target. STRONGER FINANCES, GREATER ACCESS and other Indiana healthcare organizations have been among the many working to expand access to insurance options for lower-income Hoosiers. The recent announcement of Healthy Indiana Plan 2.0 approval promises to broaden healthcare options for hundreds of thousands of people in Indiana, while improving the financial picture for providers such as by reducing the levels of charity care. The Healthy Indiana Plan expansion unlocks federal Affordable Care Act dollars to support insurance coverage. Providers have agreed to pay special fees to supplement those federal dollars, with the understanding that it s a win-win situation all will gain in the long run as more Hoosiers are covered by insurance. Tony McHerron, M.D., and his professional dance partner won the annual Dancing Like the Stars competition in Anderson, taking home both the judges choice and attendees awards with their samba. COMMUNITY continued GIVING GIG READY TO ROCK A thousand donors are ready to enjoy an evening of giving and romance at The Giving Gig 2015, Health Network Foundation s annual event that raises support for s patients. The popular Valentine s Day event is sold out, and will feature an intimate concert by the Grammy award-winning band Chicago. Proceeds from the evening s fundraising activities will grow our Oncology Patient Assistance Fund, created by donors and caregivers to provide critical financial aid to cancer patients with economic hardships. Every time guests bid on silent or live auction items, or give donations of any size, they will help a patient with cancer get a voucher that can be used to buy medications, gas to get to appointments and good nutrition to sustain their healing bodies. With their support, we will get closer to raising $5 million in the next five years so that we can alleviate financial struggles for s cancer patients forever. DANCING FOR THE COMMUNITY Tony McHerron, M.D., a Physician Network pediatrician, and Lora Dingledine, a physical therapist with Anderson, represented at the seventh annual Dancing Like the Stars event in Anderson. Each was paired with a professional dance partner to compete against 13 other couples in the event, which raised funds for the continued restoration of the historic Paramount Theatre in Anderson.