Leader Toolkit July 2016

Transcription

1 Everything You Need in One Place This toolkit is designed to provide our amazing leaders with a one-stop resource for all the important information we have shared, and will continue to share. In this toolkit, you will find: Greetings and Salutations How to Answer Consumer Questions Creating a New Shared Culture Mission, Vision, Values All the Ways to Find Us FAQs from Previous Issues of ONE There is still more information to come in the months ahead. We will continue to update this toolkit as new information becomes available. We also welcome any suggestions regarding information you feel would be helpful to include. A New Day: What Changes on July 12? The biggest change on July 12 is we begin to operate as ONE. Because this is such a big moment, it is natural to feel like everything should change at once. However, there is still much thoughtful and deliberate work to be done as we come together. July 12 is the day we begin to reach out to our new colleagues as one team as well as signal to our community and our customers that we are ONE. Many team members have inquired about changes to policies and procedures. The answer is: it is business as usual. This means that we should all continue to follow the policies and procedures that were in place at Hackensack University Health Network, Meridian Health, Raritan Bay Medical Center and Hackensack UMC at Palisades prior to the merger. For example, questions have been raised about policy changes in legal and finance. We want to confirm that it is business as usual on Day One and we will keep you posted on any changes that occur in the coming weeks. Stay tuned for future updates as we work to develop policies and procedures for the new Hackensack Meridian Health. In the meantime, let s keep doing what we do best, which is taking awesome care of patients and our communities

2 Greetings and Salutations Please note: we have also provided this information in a separate document that you can share with your team members. To download it, click here. How Should I Answer My Phone? If you are based at a hospital or other branded location: Thank you for calling <LOCATION>. We are now part of the Hackensack Meridian Health family. My name is, <NAME>. How may I help you? For Example: Thank you for calling Meridian Fitness and Wellness at Jackson. We are now part of the Hackensack Meridian Health family. My name is Mary. How may I help you? If you are at a location that previously used a system or network brand: Thank you for calling <DEPARTMENT> at Hackensack Meridian Health. My name is <NAME>. How may I help you? For Example: Thank you for calling accounts payable at Hackensack Meridian Health. My name is Joe. How may I help you? Thank you for calling human resources at Hackensack Meridian Health. My name is Lane. How may I help you? What Message Should I Use for Voice Mail? If you are based at a hospital or other branded location: You have reached <NAME AND TITLE> at <LOCATION>, now part of the Hackensack Meridian Health family. I am currently unavailable but please leave me a detailed message with your name, phone number, and the reason for your call. I will be happy to return your call. For Example: You have reached Jack Ryan, nurse manager with Bayshore Community Hospital, now part of the Hackensack Meridian Health family. I am currently unavailable but please leave me a detailed message with your name, phone number, and the reason for your call. I will be happy to return your call

3 If you are at a location that previously used the system or network brand: You have reached <NAME AND TITLE>, at Hackensack Meridian Health. I am currently unavailable but please leave me a detailed message with your name, phone number, and the reason for your call. I will be happy to return your call. For Example: You have reached Taylor Jones, director of finance with Hackensack Meridian Health. I am currently unavailable but please leave me a detailed message with your name, phone number, and the reason for your call. I will be happy to return your call How Can I Warmly Welcome a Community Member to a Location? Welcome to <LOCATION>, now part of the Hackensack Meridian Health family. My name is <NAME>. How may I help you? For Example: Welcome to Hackensack University Medical Center, now part of the Hackensack Meridian Health family. My name is Kiera. How may I help you? What Might I Use as a Conversation Starter? During your stay/visit you might hear that we have formed a new partnership, becoming Hackensack Meridian Health. We are excited because the network increases access to more services, the highest quality care and top specialists for our patients. If you want to learn more about our services, you can visit HackensackMeridianHealth.org. FAQs: Answering Consumer Questions Consumers may have questions about the merger. For your convenience, we have prepared some answers to questions you or your team members may encounter. Q. Will my insurance still be accepted at my hospital? A. Yes. Our hospitals and outpatient locations will continue to accept the insurance plans they have always accepted. If anything, your network has expanded with the breadth and depth of this new organization. As always, it is best to check with your insurance company before you visit a new facility

4 Q. Can I still see my doctor? Does anything change? A. Your doctor is still your doctor. She or he may now have expanded access to additional services within the Hackensack Meridian Health network. As always, it is best to check with your insurance company before you visit a new facility or doctor. Q. How will the merger benefit community members? A. By combining and sharing resources and identifying efficiencies, Hackensack Meridian Health will provide patients the highest quality care at the most appropriate cost. Our mission is to provide the full spectrum of life-enhancing care and services to create and sustain healthy, vibrant communities. We also share different strengths and will share best practices. Our physicians will be collaborating, which means access to some of the best clinical programs in many communities in New Jersey and even into New York State. Q. How large will Hackensack Meridian Health be/what will your services include? A. Hackensack Meridian Health combines the excellence and innovation of academic medicine with the convenience and compassion of community-based care and services. The network consists of 13 hospitals, including two academic medical centers, two children s hospitals and nine community hospitals, a rehab hospital, physician practices, more than 120 ambulatory care centers, surgery centers, home health services, long-term care and assisted living communities, ambulance services, lifesaving air medical transportation, fitness and wellness centers, rehabilitation centers, and urgent care and after-hours centers. Q. Which hospitals are included in the Hackensack Meridian Health network? A. Our hospitals include: Two academic medical centers: Hackensack University Medical Center in Hackensack and Jersey Shore University Medical Center in Neptune Nine community hospitals, including: Bayshore Community Hospital in Holmdel, HackensackUMC Mountainside in Montclair, HackensackUMC Palisades in North Bergen, HackensackUMC at Pascack Valley in Westwood, Ocean Medical Center in Brick, Raritan Bay Medical Center in Old Bridge, Raritan Bay Medical Center in Perth Amboy, Riverview Medical Center in Red Bank, and Southern Ocean Medical Center in Manahawkin. Two children s hospitals: Joseph M. Sanzari Children s Hospital in Hackensack and K. Hovnanian Children s Hospital in Neptune Q. How can I learn more about Hackensack Meridian Health? A. You can find information about our new organization at HackensackMeridianHealth.org. You can also follow us on or on for the latest news on our new organization

5 Creating a New Shared Culture You may have heard about the great work of our integration teams. The culture team has been working collaboratively with the executive steering committee to design Hackensack Meridian Health s new and shared culture. The team incorporated results from the Organizational Health Index (OHI) survey which you may recall, highlighted great compatibility among the two organizations and the organization s key strategies and priorities. Add a lot of passion, talent, and creativity and our new mission, vision, and values were born. We are providing a first look in this issue of ONE. These are also included in tomorrow s team member edition of ONE. Please take a moment to review and highlight our mission, vision, and values with your team. The culture team also started their work to create a new shared language, including identifying key words such as team members (not employees or staff), leaders (not managers), and network (not system). In the coming months, we will provide opportunities to learn more about how our shared language and mission, vision and values will come to life as part of our culture. Team member forums are being scheduled for the fall where we will review and discuss our new culture in more detail. FOR YOUR CONVENIENCE, OUR MISSION, VISION, AND VALUES APPEAR AT THE END OF THIS TOOLKIT. ONE Organization. Many Ways to Find Us. It is such an exciting time of change at Hackensack Meridian Health. We want to make sure you are able to find everything and everyone you might need during this time of transition. In the spirit of convenience, we have compiled new locations and numbers in one spot! ONE Number We have some cool new digits for consumers. We have created HMH-WELL as a new central consumer number for Hackensack Meridian Health. This number is centrally handled by one of our call centers with new language about our organization and the ability to direct consumers to what they need within our network. The number will begin to appear in our ad campaign and in collateral. ONE Web Site Have you checked out our new Web site? HackensackMeridianHealth.org is live and searchable for consumers. This new micro site has all the high level information our consumers need about the new organization, with links to all of the network sites. It will be some time before we are able to bring all of our sites together as ONE. In the meantime, we will continue to update HackensackMeridianHealth.org with new developments

6 ONE Resource for Merger Happenings Each legacy organization s Intranet has a section called Merger Happenings where you can find back issues of ONE, the Brand Center, and any Q & A that we have provided. It is chock full of great information but if you don t find what you need, and still have a question, check out the next item. ONE Unique Way to Ask Questions As mentioned in our co-ceo s column, we have developed an address that allows team members to ask questions. your question to MyThoughts@HackensackMeridian.org and we will either address the concern in subsequent communications or a member of our team will be in touch. Of course, our human resource team is also available, should you need them. You can reach them at ONE Centralized Network Location Some of our team members and leaders will move to our new network headquarters at 343 Thornall Street in Edison, NJ in September. Hackensack Meridian Health Network will occupy the entire 8th floor and a portion of the 7th floor. The building is conveniently located off the Garden State Parkway in MetroPark and within walking distance of the MetroPark train station. Stay tuned for further updates on the new network headquarters over the next few weeks, including the departments/individuals that will relocate to this office and an estimated move-in date. ONE Amazing Social Presence Every day brings exciting news and so much to share. You can find it all by being social. We have created a public presence on Facebook, Twitter, YouTube and Instagram, as well as a Facebook page just for team members. The information on each channel will be different, so we encourage you to get connected with them all. With 28,000 team members, we have such opportunity to create a strong voice on social media. Like. Follow. Subscribe. Share along with us using #HMHisOne and #HackensackMeridian. Like our team page by searching Team Hackensack Meridian Like our public page by searching Hackensack Meridian Health Follow us on Follow us on Instagram by Subscribe to the Hackensack Meridian Health channel - 6 -

7 Everything You Need to Know About New addresses are live on July 12 for those team members extensions. Below are some frequently asked questions as it related to this update. As with any change or new system, there may be some hiccups. Please be patient and contact IT at with any concerns. What is my address? For those of you your new address will be If your location currently has an extension different it will remain the same for the time being. Our Information Technology Team is working on unifying all Hackensack Meridian Health platforms. When will my address change? If you currently as address, your address will change effective July 12, Can I perform a global search for team member contact information? Yes. The Information Technology Team unified the Global Address List in Outlook Do I need to do anything for this to work? No. This is a large technical endeavor that our Information Technology Team develops behind the scenes. Will my history and archive be accessible? Yes. You will have the same access to your mailbox history, folders, and archives. Why are some hospitals and parts of the Network changing, while others are not? As Meridian Health and Hackensack University Health Network recently brought new hospitals under their umbrellas, some Information Technology platforms remain independent. Our plan is to bring all 28,000 team members into a common platform. Our Information Technology Team is developing a timeline currently, and all team members will be notified as soon as the plan is finalized

8 What if I have the same name as one of the other 28,000 team members at Hackensack Meridian Health? Your middle initial will be added to your address. For example John David Smith would be JohnD.Smith@HackensackMeridian.org. How should I communicate the change to my contacts? Please alert them to your new address by adding to your signature the next time you are communicating with them. When you send s from your new address, it will also appear in your name. Will I still get s that are sent to my current address? Yes. Any sent to your existing address will automatically be re-directed to your new address for at least one year. Team members will be notified when the forwarding of legacy ends. What is the best way for me to sign-off with an signature for Hackensack Meridian Health? We have developed an signature standard for brand compliance with detailed instructions that will be posted to our brand centers and Intranets. Does my new address affect other applications that I access? Information Technology is working hard to ensure systems sync-up with the new address before it goes live. Will I need to update those user names and sign-ons? You will sign-on with your new address where prompted. Now that I have a new address, I should order new business cards, right? For the most part, we are asking our team to hold off on ordering new cards. We have not finalized our logo (currently using a wordmark) and the old addresses still function. For leaders who have a brand new title, you may order cards but, please, no lifetime supply. Order a smaller amount, knowing we will finalize the brand later this year. FAQs from Our Team Members What is our vision for Hackensack Meridian Health? We are two truly healthy and strong systems uniting to make an even better organization with an emphasis on providing greater access to tertiary services for more communities all while transforming the health care experience for consumers and clinicians. It has always been our goal to create one, integrated health care delivery system to better meet the needs of communities we serve and to enhance our ability to be innovative in the delivery of care in this increasingly challenging health care environment. Together, we will continue to enhance our charitable missions and create a more robust continuum of care to increase access to care to a broader geography

9 What will the size of the combined organization mean for me? We are excited to be expanding our footprint across New Jersey and combining the strengths of both organizations. We believe this positions us well to offer high-quality care in today s health care environment. The scale of Hackensack Meridian Health will allow us to invest in ways we have not been able to before, enabling us to shape the future of health care through innovation. In the immediate future, we expect no significant impact on day-to-day activities for most of our team members. We welcome you to share your thoughts and questions through conversations with your manager. Do team members have any influence over the direction of the new organization? We have built an online insight community for all of you, our most trusted stakeholders. We want to give team members more unique opportunities to provide rapid, ongoing feedback over time, from which we will glean actionable insights and make meaningful decisions or course corrections. As part of this influential electronic community, enrolled team members will receive ed surveys and polls throughout the year asking for your opinions on everything from how well leader messages are being received to what your preferences are on certain ideas. This community is designed to give our organization fast, confidential feedback from our professional, clinical and service teams. And, throughout the year, enrolled team members will be entered into drawings for prizes in appreciation for your participation. Interested? Team members they can sign-up today by going to Once they complete the initial sign-up, they will be contacted to complete a quick profile study which will acknowledge your acceptance onto the panel. Remember: Panel seats are limited and are spread out across the organization, so once the seats are filled at your site or within your division, the opportunity will close. We have also created an address should you or your team members have additional questions. your question to MyThoughts@HackensackMeridian.org and we will either address the concern in subsequent communications or a member of our team will be in touch. What is being done with the Organizational Health Survey results? Many of you 82 percent of leaders and 35 percent of team members overall took part in our organizational health survey. Our partners at McKinsey shared the results, which overwhelmingly showed there was already great alignment of the two cultures

10 FAQs About the Office of Experience What is the Office of Experience? Hackensack Meridian Health has formed the Office of Experience to accelerate the discovery and adoption of innovations that focus on the human connection in health care. We believe this strategic focus will help to improve clinical outcomes, increase patient and team member engagement, garner physician loyalty, and create market differentiation. The formation of the Office of Experience supports our strategic priority to create a highly reliable and exceptionally safe experience by bringing together quality, safety, and experience under the guiding principles of high reliability. Led by Nancy Corcoran-Davidoff, our newly appointed executive vice president and chief experience officer, the Office of Experience will promote a culture of humancentered care which will permeate the entire network, creating a consistent and exceptional experience at every touch point. Hackensack Meridian Health s focus on the human experience of care that serves the individual while simultaneously supporting care teams in achieving their highest healing potential will set new standards of care and caring in our industry. Hackensack Meridian Health will embrace the involvement of patients, families and the community as true partners in designing an experience that will deliver on the needs, wants, and preferences of the individual. As a newly formed office, our team welcomes new ideas and new ways of thinking through collaboration with physicians, our care team, and team members. Why is experience a strategic priority? A brand is defined by the experience it provides. The Office of Experience will apply design-thinking to create intentional, meaningful, and memorable customer experiences. We will apply a nothing about me, without me approach, meaning experience strategies and improvement will be informed and codesigned by both those providing care and those seeking care. Are we looking at new targets and metrics for patient satisfaction? Both organizations will maintain their current focus and targets for experience and patient satisfaction through the end of As we continue the development of the Office of Experience, we will discuss and set goals that support growth and improvement across Hackensack Meridian Health s network in

11 FAQs About Population Health What is Hackensack Meridian Health s strategy for Population Health? Currently, Hackensack Meridian Health is identifying each organization s key strengths and best practices so the new, integrated population health program will be strong and effective. By fostering physician collaboration across our vast continuum, we will provide our patients with increased access to some of the best clinical programs in many communities in New Jersey and even into New York State. Will our relationship with insurance companies change? We believe our work in population health will result in positive change for payors, providers, and most importantly, consumers. If our shared goal is to keep the community healthy and intervene before a consumer needs costly and invasive health interventions, we create a new and rewarding relationship for everyone involved in health care. Will our strategy reduce cost? By combining and sharing resources and identifying efficiencies, Hackensack Meridian Health will provide patients the highest quality care at the most appropriate cost. Even more important, our population health strategy better enables us to deliver on our mission to provide the full spectrum of lifeenhancing care and services to create and sustain healthy, vibrant communities. How does our community benefit from population health? Population health helps drive patient education and provider collaboration to ensure consumers are guaranteed treatment and care plans that best suit their individual needs, resulting in improved quality, increased satisfaction, and lower costs. By delivering the appropriate care at the appropriate time, consumers will be able to live their best life. How does population health fit within a high reliability organization? Our population health strategy is closely interwoven with the work we are doing in high reliability as well as the physician enterprise to improve quality. By analyzing patient data, population health can identify patients that are rising in risk and in need of additional care. By intervening before a patient experiences a health incident and collaborating with that patient s providers, population health helps ensure patient care is administered safely and that our patients are receiving high-quality care no matter where they are in their health journey. We will continue to add to this document and distribute through special leader editions of ONE, as more information becomes available

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