The SPHS. Mercy Continuing Care Network Recognized for Excellence. November 3, A Sisters of Providence Health System Publication

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1 The SPHS A Sisters of Providence Health System Publication November 3, 2015 Mercy Continuing Care Network Recognized for Excellence Four Mercy Continuing Care Network facilities have received the Excellence in Action award from My InnerView, the nation s leading provider of performance-improvement solutions for the senior care industry. Mount Saint Vincent Care Center, Mary s Meadow at Providence Place and Providence Place, all in Holyoke, as well as Farren Care Center in Turners Falls, have been recognized for continuous quality improvement and superior resident and patient satisfaction. Mercy Medical Center a Top 100 Community Value Hospital Mercy Medical Center has once again been recognized as a top-ranked Community Value Provider by Cleverley + Associates (Columbus, OH), a leading health care financial consulting firm specializing in operational benchmarking and performance enhancement strategies. Mercy s designation is noted in the independent organization s recent publication: State of the Hospital Industry 2015 Edition. Continued on Page 4 From left to right: Daniel P. Moen, President and Chief Executive Officer, Sisters of Providence Health System; Jim Clifford, Administrator, Farren Care Center; Eriko Umana, Administrator, Mount Saint Vincent Care Center; Patrick Arguin, Guide (Administrator), Mary s Meadow; Richard Pelland, Executive Director, Providence Place; and Christopher McLaughlin, Chief Operating Officer, Mercy Continuing Care Network. According to My InnerView, the Excellence in Action award recognizes skilled nursing and independent living facilities that have successfully made quality a priority to better serve the needs of their residents and family members. The award is presented to facilities that maintain a significant response rate and score in the top ten-percent of qualifying facilities on the question Would you recommend this facility to others? with respondents rating the facility as excellent. Across the board, these facilities are staffed by respectful, compassionate individuals who provide high quality care in their daily encounters with residents, patients and their family members. We are grateful for their commitment to our Mission to serve as a transforming, healing presence, said Daniel P. Moen, President and Chief Executive Officer, Sisters of Providence Health System. This is an extraordinary accomplishment because all four of our facilities that participate Continued on Page 4 1

2 Inside Sisters of Providence Health System ELDER AFFAIRS SECRETARY TOURS FARREN CARE CENTER Alice Bonner, Massachusetts Secretary of Elder Affairs, traveled to Turners Falls in September to learn more about the unique services offered at Farren Care Center. The only facility of its kind in Massachusetts, Farren provides services to residents who have been diagnosed with both physical and mental health conditions, and have been turned away by at least five traditional facilities because of the complexity of care they require. Daniel Keenan, Senior Vice President of Government Relations, Sisters of Providence Health System, arranged the tour to provide Bonner with a first-hand look at Farren and the strong connection between residents and staff, as well as a better understanding of the challenges regarding the facility s physical plant. Christopher McLaughlin, Chief Operating Officer, Mercy Continuing Care Network, was also on hand to provide information about Farren. The tour included stops on each unit, the main activity room, the food services department and the boiler room. Throughout the tour, Bonner took time to visit with residents and speak with members of the staff, often getting to know their background and how long they have worked at Farren. 2 Saint Luke s Home Receives Trinity Health Grant Saint Luke s Home has received a $241,076 grant award from Trinity Health s Preserving Our Legacy Fund to make improvements to the facility. A portion of the grant money was used to install new flooring in the dining rooms and the connector room between the buildings that house Saint Luke s residents. The funding will also allow Saint Luke s to purchase a new water heater, convert the heating system from oil to gas and renovate nine bathrooms. The flooring work was completed in September. The remaining projects will be completed over the next nine months. Saint Luke s Home offers residential living for individuals who need assistance with activities of daily living, but do not require the services of a skilled nursing facility. Many of the residents have dealt with homelessness, behavioral health issues or problems with alcohol or substance abuse, and they often continue to face some challenges. At Saint Luke s Home, we pride ourselves on doing everything we can to ensure that our residents enjoy a homelike environment that is comfortable and clean. We are grateful to Trinity Health for the Preserving Our Legacy grant that will allow us to make these improvements to our facility, said Barbara Tadeo, Administrator, Saint Luke s Home.

3 SPHS Values in Practice Annual Celebration Brings Cancer Survivors Together Hundreds of cancer survivors and their family members gathered at the Elks Club in Springfield to remember loved ones, become inspired, and enjoy some entertainment at the annual Sister Caritas Cancer Center Survivors Day event in September. Following a light breakfast, the program began with welcoming remarks from the cancer center s Mary Ann Lowen, MD, Division Chair, Radiation Oncology, and Michael Rosen, MD, Medical Oncology. Attendees also enjoyed some time with Cruise, a certified therapy dog who often visits the Sister Caritas Cancer Center with owner Nancy Engelbrecht, R.T. (T.), a member of the Survivor Day Committee. One of the highlights of the program was an appearance by King Country, Chicopee native Ray Guillemette, Jr., whose country music performance brought a crowd to the dance floor. Guillemette is also an internationally acclaimed Elvis Presley impersonator and he delighted attendees with a few Elvis favorites. The program concluded with a lunch and the annual release of hundreds of balloons, many of which were inscribed with individual messages from cancer survivors and their family members. 3

4 Around the Sisters of Providence Health System Mercy Medical Center a Top 100 Community Value Hospital Continued from Page 1 Mercy Medical Center s reputation for delivering high quality care at a reasonable cost has been independently confirmed with the presentation of both the Community Value 100 and Community Value Five Star Awards. We are proud to be identified among the nation s highest scoring facilities in measures of quality of care and costs, said Daniel P. Moen, President and Chief Executive Officer, Sisters of Providence Health System. With an increasing focus on health care value and value-based purchasing of health care services driven by health care reform, providers are challenged to maximize their productivity and efficiency without sacrificing quality. These awards are further validation that Mercy Medical Center successfully meets those challenges. Written by William O. Cleverley, Ph.D., a noted expert in health care finance, the State of the Hospital Industry reports selected measures of hospital financial performance and discusses the critical factors that lie behind them. The publication focuses on the US acutecare hospital industry over a three-year period ( ). For the twelfth year, the 2015 State of the Hospital Industry reports an exclusive measure developed by Cleverley + Associates: the Community Value Index (CVI). The CVI is a proprietary index created to offer a measure of the value that a hospital provides to its community. The book outlines the data used to calculate the CVI as well as provides a list of the Top 100 and all Five-Star (top quintile) hospitals. The topic of hospital value is increasingly being discussed. Issues of pricing and community benefit have been well-publicized but little has been offered to measure the broad scope of value, adds James Cleverley, co-author. In response, the Community Value Index was created to provide an assessment of a hospital s performance in four areas: financial strength and reinvestment, cost of care, pricing, and quality. Fundamentally, the CVI suggests that a hospital provides value to the community when it is financially viable, is appropriately reinvesting back into the facility, maintains a low cost structure, has reasonable charges, and provides high quality care to patients. 4 Around SPHS Nurse of the Year Finalist Congratulations to Alice Hodge, RN, Parenting Education Coordinator at the Family Life Center, Mercy Medical Center, for her nomination as a 2015 March of Dimes Nurse of the Year finalist. Hodge was recognized for her dedication to serving young mothers who are at high risk and for her outstanding contributions to health care in Massachusetts. A MEMBER OF TRINITY HEALTH Alice Hodge, RN, holds her award for being named a Nurse of the Year finalist. Holiday Bazaars It s not too soon to start thinking about the holidays! Mount Saint Vincent Care Center s annual Holiday Bazaar, to be held on Saturday, November 7, from 9 a.m. to 1 p.m., will feature holiday crafts, a bake sale and raffles. A light lunch will also be available. Saint Luke s Home will hold its annual Holiday Bazaar on Friday, November 20, from 10 a.m. to 3 p.m. The event will feature homemade candy, gifts, baked goods and raffles. Mercy Continuing Care Network Recognized for Excellence Continued from Page 1 in the My InnerView survey have been selected to receive Excellence in Action awards. More importantly, these awards provide tangible evidence that the level of care provided at Mount Saint Vincent Care Center, Mary s Meadow, Providence Place and Farren Care Center is consistently outstanding, said Christopher McLaughlin, Chief Operating Officer, Mercy Continuing Care Network. This is the fifth year in a row that Mary s Meadow at Providence Place and Farren Care Center have received Excellence in Action awards from My InnerView, and the second consecutive year that Providence Place has received the award. The SPHS Journal is a publication of the Sisters of Providence Health System. Please send submissions to Mary Orr, Media Specialist, Marketing Department, phone: , SPHS JOURNAL ONLINE AT: or MercyCares.com.

5 A SISTERS OF PROVIDENCE HEALTH SYSTEM PUBLICATION / FALL 2015 Care Connect Marks Two Years of Advances at Mercy EXPANDS TO PROVIDENCE BEHAVIORAL HEALTH HOSPITAL It s been just more than two years since Mercy Medical Center launched Care Connect, a patient-centered care delivery model that focuses on transitions in care through the entire continuum, and Care Logistics, a comprehensive care integration system that focuses on flow redesign, quality and service improvement and the creation of hospital and facilitywide coordination. Since then, this multi-layered approach to patient-centered care has posted numerous successes in several areas, such as length of stay and patient satisfaction. Care Connect Results at Mercy Reduced average patient length of stay by a full day, from 4.6 to 3.6 Reduced the number of patients who left the emergency room without being seen by more than half, driving the average down to 1.85 percent Reduced observed-to-expected (O/E) ratio for targeted discharges from 1.34 to an average of 1.1 to Reduced patient 30-day readmissions to 9.6 percent, down from 13 percent Improved inpatient satisfaction percentile ratings by 50 percent The Care Connect model successfully improves care coordination by utilizing staff in ways that focus on their skills and expertise. Clinical Care Coordinators (C3s) work in the Emergency Department, Surgical Services and all inpatient units, as well as the HUB of operations or command center for care coordination within the hospital, and utilize technology that enables real time performance management. Operational Rounding is also conducted weekly in patient care areas by members of Mercy s Senior Leadership Team and Operational Coaches. During rounding, discussions center on key initiatives and the evaluation of recent quality data, as well as specific suggestions to improve care delivery using an A3 model. Improvements that result from an A3 are often suggested by clinical staff members who work directly with patients every day. Since January 2014, Mercy has completed 114 A3s. We have had a number of successes with the A3 model because it breaks down barriers among front-line care givers, their managers and members of senior leadership. It also fosters teamwork and a sense of accomplishment that comes from solving a problem together, said Marjory Palladino, RN, BS, MSN, CRRN CSPHP, Director of Care Coordination, Mercy Medical Center. Together, doing the right thing, the right way, every day for every patient

6 Together, doing the right thing, the right way, every day for every patient Providence Behavioral Health Hospital Launches Care Connect Technology Marjory Palladino, RN, BS, MSN, CRRN CSPHP, Director of Care Coordination, Mercy Medical Center In an effort to streamline care coordination at Providence Behavioral Health Hospital (PBHH), the Care Connect Hub at Mercy Medical Center became responsible for facilitating admissions to PBHH in Utilizing successful Care Connect processes and established technology, this change has enhanced patient care and services through improved coordination with Mercy s Emergency Department, the behavioral health crisis teams and PBHH s inpatient units. In addition to serving as an intake call center for PBHH patients, the HUB also provides care coordination and utilization review, under the direction of Marjory Palladino, RN, BS, MSN, CRRN CSPHP, Director of Care Coordination, Mercy Medical Center. CareConnect is a model that improves care coordination by orchestrating every step of patient care. The model uses new processes and technology to improve communication, teamwork, patient hand-offs, and patient flow in every area of the hospital. These tools help assure that patient care is delivered on time and according to plan. CareConnect will help us achieve world class efficiency, zero defects on quality and safety, and a great patient experience. The Care Coordination and Operational Rounding with A3s are launched prior to Care Logistics because it is important to have our own processes further hardwired and in place before introducing the new software. PBHH began using Operational Rounding with A3s a few months ago, and since then staff members have initiated 14 Process Improvement A3s. During Care Logistics Go Live implementation, there will be a team stationed at PBHH for technical assistance as well as Super Users throughout the facility for ongoing support. IMPLEMENTATION OF THE CARECONNECT ROLL OUT THROUGH SEVERAL STAGES: March 2013: Operational Rounding and A3 process started at MMC April 2013: CareConnect model implementation at Mercy (including the Care Coordination Center and all Unit C3 staff) May 2013: Care Logistics electronic system Go Live at Mercy, Weldon, Emergency Department and Perioperative Services October 2014: The CAC was transitioned to the HUB at which time we also started to transition the Utilization Review Model to the Care Coordination Model. March 2015: Operational Go Live of the CareConnect Model with the first C3s working at PBHH and PBHH Admissions department updating/maintaining bed placement in Care Logistics with HUB Coordination May 2015: PBHH Project Team created for the OAU and Adult Psych implementation of Care Logistics June 2015: Operational Rounding and A3 creation process started at PBHH July 16, 2015: Care Logistics Coming Soon Event July 23, 2015: Accreditation Review (JC) process occurred October 2 October 28, 2015: PBHH Staff Training on Care Logistics October 14, 2015: Care Logistics Process Walkthrough Event for all PBHH Staff 1:30-4pm October 28, 2015: Care Logistics Go Live at PBHH for OAU and Adult Psych Nov 2015: ATS and CHAD Project Team assembles to begin reviewing Current State Flow Q2 2016: Addiction Treatment Services and CHAD Go Live of Care Logistics. The Care Connect News is a publication of the Sisters of Providence Health System. Please send inquiries to Charline Cauley, Manager of Operations Outcomes, Mercy Medical Center, phone: , Charline.Cauley@sphs.com. A member of the Sisters of Providence Health System and Trinity Health