OUR QUALITY A Team Sport J U L Y 2015 Update! Around NEWS FROM OUR PILLARS Around is organized in alignment with the six pillars of The Way. Here are some highlights. OUR QUALITY Health care is a team sport, and preventing unplanned hospital readmissions is a challenge that brings together our entire team. OUR PEOPLE Our mission is health and well-being, so it makes sense that should be a healthy employer. OUR GROWTH An established name in knee care gets a new home on the Westview campus.. OUR SERVICE Physicians are partnering to find new ways of improving the patient experience. OUR COMMUNITY We re bringing screenings and health information to hundreds of people this summer. OUR FINANCE We re being responsible stewards of our resources by planning carefully for 2016. There are countless ways to measure quality, and we track a lot of them in our ongoing journey to improve the work we do. So, why does the official network Quality Pillar goal focus on just one relatively simple metric the percentage of patients readmitted to the hospital within a month of discharge? The answer is that performing well on readmissions is anything Our focus on readmissions is the topic of the July edition of Online With Bryan, the network s video update featuring Bryan Mills, president and CEO. Hear Bryan s conversation with Diane Luttrell, Doug Stratton and Tim Hobbs, M.D., when Online With Bryan goes live after the Independence Day holiday. Please watch your email for details. but simple, says Tim Hobbs, M.D., chief physician executive. To do well, it includes almost everybody in the network, he says, and the work has to be connected and coordinated. This becomes a real team sport now. Keeping patients from making an unexpected return to the hospital means ensuring that they fully understand what follow-up is needed, that they have transportation to get to appointments, that they can afford medications, that they have an adequate support system, and many other details. Readmissions is not a hospital issue, says Diane Luttrell, vice president of care management. It hits everyone here at. Getting a handle on such factors is the key to helping people stay healthy, which happens to be the way health care is heading. The accountable care payment models of the not-very-distant future will encourage providers to keep whole populations as healthy as possible. Doug Stratton is s executive director for accountable care. The readmissions challenge, he says, will help prepare for that future. There s a lot that can be done that will identify ways to improve outcomes, he says. We re going to look at the big picture, from prenatal to hospice.
2 Our people PEOPLE PILLAR We re measuring People pillar success through our employee engagement survey, and aim to achieve an employee engagement score of at least 76%. won the Corporate Wellness Challenge last year. COMMUNITY S AMONG THE HEALTHIEST EMPLOYERS has once again been honored as part of the Indiana s Healthiest Employers recognition, in the category for companies with at least 5,000 employees. The award is presented by a privately held technology company, Healthiest Employer, which concentrates on population health. The company collects data on corporations and employees across the world to better understand how companies are supporting their employees health. Its Healthiest Employer Index is used as a measurement of the scope and effectiveness of corporate health and wellness programs. The index assesses six key categories: culture and leadership commitment, foundation components, strategic planning, communications and marketing, programming and interventions, and reporting and analysis. Other finalists with 5,000-plus employees included United Healthcare, Indiana University Health, Delta Airlines and the state of Indiana. NOMINATE AN EXCELLENT NURSE It s time to nominate a nurse for the annual Nursing Excellence Awards. As usual, there are five categories representing the guiding principles of nursing. Winners will be honored at the annual Nursing Excellence event on November 13. Click on the link below for more information and to nominate an excellent nurse. IT S COMMUNITY VS. THE CARPENTER FISHER HARTMAN RACING TEAM It s time again for the Corporate Wellness Challenge, pitting a team of All-Stars against members of the Carpenter Fisher Hartman Racing team. Nearly 500 employees registered for a chance to land one of the 50 slots the team. The steps/activity competition, which runs through August 9, is part of our commitment to support the health and well-being of our employees and the communities we serve in promoting active and healthy lifestyles. The All-Stars are the defending champions, having won the first annual competition held last year. Check InComm and s Facebook page for updates. HAVE A STORY TO TELL? We ve got a team of more than 12,000 great people, and we re making great, inspiring stories happen every day across the organization. Stories of exceptional patient care and remarkable compassion. Stories of clinical success, and ways that coworkers have cared for one another. We want to share these stories across, so we can be inspired by one another and learn from one another. If you have a story to suggest, please share some details by emailing GreatStory@e.com (but please don t include any patient identifiers, of course).
3 Our people PEOPLE PILLAR We re measuring People pillar success through our employee engagement survey, and aim to achieve an employee engagement score of at least 76%. ON THE WAY TO A COMPUTER NEAR YOU: OFFICE 365 Have you noticed a new Office 365 icon on your work computer? Its arrival is part of a new technology project that will give employees easier access to email and work documents from a variety of places. Nearly all employees will be migrated to Office 365 starting this summer. Employees will be strategically migrated in groups over the next six months. You ll receive emails in advance notifying you of your migration date, your new Office 365 login details, and learning/training opportunities. Please be on the lookout for emails that come from: office365@e.com, as these emails will contain important details you can t afford to miss. And click on the link below to check out s Office 365 site to view training materials and see the migration schedule. A NEW WAY TO GET TECHNOLOGY HELP s IT service management solutions team has been working on a new service portal website for several months, and will launch it in mid-july. The new site will combine the functionality of the CareConnect support portal ( the yellow t-shirt site) as well as the existing employee self-service portal. You ll find it easier to submit new CareConnect or IT requests, as well as search for and get the status of ones you have already submitted. And you ll be able to search the Knowledge Base for solutions, and easily find any IT requests that may require your approval. Watch for more details in the next couple of weeks. BORN IN JULY OR AUGUST? GET SCREENED IN JULY If you want medical insurance benefits in 2016, you must get a wellness screening in 2015. This month, free screenings are available for those born in July or August. Screenings are also required for spouses who wish to be covered your spouse should also pick his or her birthday month for a free screening. Next month is for those employees and spouses born in September or October. ONCOLOGY PRODUCT LINE GETS NEW LEADER Chris Wayne has been named to lead s oncology product line. Our new vice president of oncology arrived last month from St. Anthony s Medical Center in St. Louis, where he served as executive director. He has more than 20 years of experience in health care operations, largely concentrated on oncology. CERTIFIED IN PHYSICAL THERAPY Four physical therapists with s Physical Therapy and Rehab achieved advanced specialty certification from the American Board of Physical Therapy Specialties. The clinical specialization demonstrates advanced clinical knowledge, experience and skill in a special area of practice. Receiving the orthopedic specialist certification were Abbu Brantl, PT, DPT, OCS; and Karen Wood, PT, OCS. Earning the pediatric specialist certification was Mindi Lewis, PT, PCS. And Amanda Owens, PT, DPT, PRPC, earned the women s health specialist certification. continues on page 4 Chris Wayne
4 Our growth GROWTH PILLAR We will achieve growth in total managed lives, with a target of at least 103,000 lives. WHY WE VE INTEGRATED OUR PRIMARY CARE There are a lot of reasons why we organize our work and our people the way we do. First and foremost, we re putting Patients First and providing the most exceptional experiences possible. But we re also seeking the best ways to grow and meet the ever-changing needs of our communities. That s what s behind our recently organized product line known as integrated primary care. It s a combination of five areas, says Tony Javorka, president of ambulatory care services. It includes traditional primary care offices, our post-acute care services, our behavioral health clinics, retail and employer health services such as MedCheck and occupational health, and the women s and children s area. The whole purpose is to allow us to develop a consistent patient experience, Javorka says. By aligning these five service areas, we re looking to improve service, quality, satisfaction and cost management. THE SHELBOURNE KNEE CENTER MOVES IN After more than 30 years in the same downtown location, The Shelbourne Knee Center will relocate to the Westview campus this month. Dr. K. Donald Shelbourne began his orthopedic practice in 1982 and established the Shelbourne Knee Center in 2004 it includes clinic, surgery, physical therapy and a research department. The center has maintained its focus on research by tracking the outcomes of all surgical patients and many nonsurgical patients for the past three decades. Along the way, the Shelbourne Knee Center team discovered how surgery and physical therapy work together for better outcomes, and, more important, how physical therapy works as a viable alternative to surgery in many cases. The center is scheduled to begin seeing patients in the new facility beginning July 13. GEORGE HILL TO HOST BASKETBALL CAMP Kids in grade 3 through 8 will gather at Best Choice Fieldhouse with George Hill, Indiana Pacers star, for the George Hill Basketball Camp in Fishers on July 21. The camp includes skills training, athletic movement training, camp contests and a special t-shirt. Sports Medicine is teaming with its spokesperson, George Hill, at the camp. Check the link below for information and registration. PEOPLE continued SHARING INFECTION PREVENTION EXPERTISE Ellen R. Jones, MBA, BSN, RN who serves as an infections prevention practitioner for Rehabilitation Hospital was chosen to present at the Association for Professionals in Infection Control and Epidemiology conference last month. Her presentation is Adapting Acute Care Infection Prevention Guidelines to a Rehabilitation Hospital. COMMUNITY HOWARD EARNS CHEST PAIN CENTER DESIGNATION AGAIN The Society of Cardiovascular Patient Care has once again designated Howard Regional Health Cardiovascular Services as an accredited Chest Pain Center with Primary Percutaneous Coronary Intervention (PCI). The society, an international not-for-profit organization fighting to eliminate heart disease, awards accreditation to facilities that exceed standards and have achieved a higher level of expertise when dealing with patients who arrive with symptoms of a heart attack. Howard Regional Health is the only Kokomo hospital to hold Chest Pain Center with Primary PCI accreditation.
5 Our service SERVICE PILLAR We will achieve 75th percentile performance on at least three-quarters of the H-CAHPS dimensions of care, and 90th percentile performance on the recommend this hospital question. On the CG- CAHPS rate your provider question, we ll earn 9 or 10 ratings 86 percent of the time for adult primary care and 85 percent of the time for adult specialty care. PHYSICIANS PARTNERING TO IMPROVE THE PATIENT EXPERIENCE All of us are committed to providing high-quality care, but how we define quality care may or may not match the views of our patients. Both our definition and theirs are equally important, and one key to improving the patient experience is understanding how patients judge quality. During the past month, we ve held meetings of Physician Network providers to discuss how they can make a difference in enhancing patients perception of care. Discussions have focused on how to better connect with patients, and how to provide easy ways for them to connect with our providers in return. We ve outlined strategies to enhance communication, improve listening skills and increase our sharing of empathy. We ve also spotlighted key actions and phrases that have a track record of raising CG-CAHPS scores. We know that when patients feel connected, health outcomes improve, patient loyalty and retention grows, and malpractice claims are diminished. LISTENING TO OUR CUSTOMERS Our Advisory Council recently completed its first survey, and not only are the results in, but we ve already started acting on them. For example, one of the initial topics was convenience. We want to provide our customers one local and toll-free phone number through which they can access our most commonly requested services. A single phone number will enhance convenience, but it needs to be an easyto-remember number, so we asked our council for input. We offered a number of options, and learned that our customers would like our local number to have the same final four digits with our already established toll-free number, 7775. With that instant feedback in mind, we re working now on operationalizing the single local number of 317-355-7775. Just one way that our customers speak, and we listen!
6 Our community COMMUNITY PILLAR Our expectation is that all leaders will take part in at least one Serve360 volunteer opportunity during 2015. MEET ME AT THE HEALTH FAIR Health Network is once again a primary sponsor and provider of health screening services at the INShape Indiana Black & Minority Health Fair, part of Indiana Black Expo. The health fair runs July 16-19, and is a Serve360 volunteer opportunity. We need both clinical and non-clinical volunteers to staff s presence at the health fair. This is just one of our summer community support opportunities we also provided screenings at the recent Latino Expo. If you re interested in volunteering at the INShape Indiana Black & Minority Health Fair, please click on the link below. SYMPHONY IN THE PARK If it s July, it s time again for beautiful music in Ellenberger Park, courtesy of and the Indianapolis Symphony. The annual Indiana Latino Expo Symphony in the Park is scheduled for Wednesday, July 8, at 7:30 p.m. Bring a picnic supper, folding chairs and a blanket and enjoy the free show! Park at East and walk or take the free shuttle. COMMUNITY SUPPORTS THE HEART WALK Every September, is one of the area s biggest supporters of the American Heart Association s Heart Walk, and this year is no exception. The walk is scheduled for September 12 at White River State Park in downtown Indianapolis. Please consider being a part of the effort. Just click on the link below to donate or to join a Health Network team. EMPLOYEES GIVE BECAUSE THEY CARE Our employees raised more than $287,000 to support Health Network Foundation s recent Employee Giving Campaign. These funds will allow us to give our very best to s patients, our coworkers and our Central Indiana neighbors through scholarships, continuing education and other programs that extend our reach beyond hospital walls. While the campaign has come to an end, the needs of our community continue. That s why employee gifts are always accepted anytime during the year. To make a donation, please click on the link below. LIVING THE DREAM WITH SERVE360 About 25 Serve360 volunteers from Westview participated in Indiana Neighborhood Housing Partnership s Living the Dream project late last month. The partnership empowers working families with low to moderate incomes to become and remain homeowners, which ultimately helps to strengthen and encourage vibrant Indianapolis neighborhoods. The Living the Dream program offers new homeowners the opportunity to receive home upgrades they otherwise would not be able to afford. Serve360 volunteers partnered with volunteers from Pepper Construction to give a mini home makeover for homeowner Alesia, a single mom raising her teenage granddaughter, who lives in a neighborhood in Westview s backyard. The makeover included a fresh coat of paint, new storm doors, landscaping, storage installation, and furnishings for many of the rooms. continues on page 7
7 Our finance FINANCE PILLAR We will achieve a network operating margin of at least 6.0%. WE RE MAKING PLANS FOR 2016 Part of our PRIIDE value of Dedication involves being good stewards of our resources, and with that in mind, the 2016 capital planning process is now underway. What s a capital item? Any single item that costs more than $2,500 and is expected to last at least three years. Each region is coordinating capital requests for acute care and ambulatory areas, product lines and Physician Network. Those seeking to make capital expenditures should submit requests to their respective regional finance leader check with that leader to find out the information needed and the preferred way to submit your request. Representatives from the various areas will be meeting in early July to review and prioritize capital requests. The Capital Selection Committee will meet in late July to finalize the 2016 Capital Plan. If you have questions, please contact your finance leader or Kelly George at 317-355-5765. COMMUNITY continued KEEPING YOUNG BIKE RIDERS SAFE Anderson participated in a family safety fair last month at the Anderson Impact Center. gave away 140 kids helmets. Spoke and Wheel Bicycle Club provided bike safety education and an additional 80 free helmets. The helmets were purchased by the Hospital Anderson Foundation through the generous donations of family physician Charlie Williams, M.D., and neurosurgeon Jim Callahan, M.D. FOUNDATION BOARD ADDS NEW LEADERS Eric Payne and Joan SerVaas have been elected to serve on Health Network Foundation s board of directors. Payne is managing director of wealth management for Payne & Mencias Group at Merrill Lynch, and SerVaas is publisher and CEO of The Saturday Evening Post Society, the Children s Better Health Institute and Curtis Licensing.