Presbyterian Healthcare Services 2013 REPORT TO THE COMMUNITY

Presbyterian Healthcare Services 2013 REPORT TO THE COMMUNITY

A message from Jim Hinton This Report to the Community highlights some of the important work we re doing to improve the health of the patients, members and communities we serve throughout New Mexico. Although it is a snapshot of our 2013 work, it also serves as a roadmap of the innovations and investments we are making now that will have long-lasting impact for New Mexico. Thank you for the trust you place in Presbyterian. Jim Hinton President and CEO

8 hospitals in 7 communities: SERVING OUR CUSTOMERS IN AN INTEGRATED HEALTH SYSTEM albuquerque ruidoso clovis socorro española tucumcari rio rancho 30+ Presbyterian Medical Group multispecialty or primary care clinics in 11 communities: albuquerque corona ruidoso belen española socorro capitan los lunas tucumcari clovis rio rancho Presbyterian Health Plan serving more than 420,000 members statewide: commercial medicaid medicare 8 Urgent Care clinics, including a Pediatric Urgent Care albuquerque metropolitan area 10 Patient-Centered Medical Homes in 4 communities that have received Level 3 National Committee for Quality Assurance recognition: albuquerque rio rancho belen los lunas 5 home healthcare programs albuquerque metropolitan area clovis española socorro tucumcari 4 hospice programs albuquerque metropolitan area clovis socorro tucumcari 3 ambulance services albuquerque metropolitan area española ruidoso 4

More than 10,000 employees More than 13,460 physicians and practitioners in our Presbyterian Health Plan network More than 770 employed providers in Presbyterian Medical Group More than 2,730 nurses More than 990 volunteers statewide 5

INVESTING IN THE HEALTH OF NEW MEXICO As a not-for-profit healthcare system, Presbyterian is owned by the communities it serves. Instead of paying dividends to shareholders, Presbyterian reinvests in care and services for New Mexicans. Here are some examples. Presbyterian provided more than $29.7 million* in free medical care and more than $35.1 million in uncompensated care in 2013. (*estimated, based on cost) Presbyterian Health Plan is the only locally-owned Managed Care Organization serving members in Centennial Care, New Mexico s Medicaid program. Our investments include adding staff and computer systems to serve and manage the care of our Centennial Care members. Socorro General Hospital and Lincoln County Medical Center both opened new medical office buildings, providing new space for primary care and specialty care services. Presbyterian donated $50,000 to support Healthcare for the Homeless. The Presbyterian Healthcare Foundation directed approximately $4.2 million to support programs and needs throughout Presbyterian. In 2013, Presbyterian continued its multi-year effort to implement an electronic health record system in all Presbyterian clinics and hospitals statewide. When the implementation is complete in 2014, patient information will be accessible at any Presbyterian clinic, hospital or emergency department statewide. 6 6

IMPROVING THE HEALTH OF OUR COMMUNITIES Presbyterian envisions a healthy New Mexico, and we are committed to improving access to healthcare and supporting initiatives that improve health in the Land of Enchantment. Community Health Priorities Eat Well Presbyterian s healthy eating initiative includes a variety of projects designed to improve the nutrition of the state s residents. Our focus is on nutrition education, school gardens, community-supported agriculture, and supporting growers markets and policy changes to increase the availability of healthy foods in schools and workplaces. Be Active Our active living initiative is about getting New Mexicans moving. We focus on community programs to encourage indoor and outdoor activities and helping communities create more parks, playgrounds, safe sidewalks, and bike and walking trails. Avoid Unhealthy Substance Use We are raising awareness of the dangers of using unhealthy substances like tobacco and illegal drugs, supporting policy changes and encouraging healthy behavior. 7 7

MyChart MAKES YOU PART OF YOUR CARE TEAM Over the last few years, Presbyterian has been installing an electronic health record throughout our clinics and hospitals. The electronic record replaces all paper records, such as doctors notes and test results. Most important, Presbyterian s electronic health record offers easier and faster access to important health information for you and your healthcare team. With this system, you will be connected to your caregivers, and they will be connected to one another. With MyChart, you can view your information at home or on the go: Receive test results Send secure messages to your care team More than 55,000 patients and members had MyChart accounts by the end of 2013. Request prescription renewals View summaries of previous visits View immunization records Request an appointment Access health information for family members 8

MEETING OUR CUSTOMERS NEEDS Surveys, certifications and inspections only tell part of the story. Engaging our patients and members in their care and helping to improve your experience with us is our goal. Here are some of the measures that help us know if we are responding to your needs: Presbyterian Medical Group measures: Patient Satisfaction Score of 91.5 percent and more than 1.2 million visits in 2013. 93 percent of patients would recommend their healthcare provider to someone else. Presbyterian Health Plan participates in the JD Powers and Associates Member Health Plan study of overall member satisfaction. The study among 33,000 commercial plan members examines seven key factors: coverage and benefits, provider choice, information and communication, claims processing, statements, approval processes, and customer service. Patient satisfaction has improved 24 points from 2012 to 2013. For the 18th year in a row, Presbyterian Hospital received the 2013/2014 Consumer Choice Award by National Research Corporation. Our Emergency Departments are working to reduce the number of patients who leave without being seen: Presbyterian Hospital, Presbyterian Kaseman Hospital and Presbyterian Rust Medical Center reduced this rate from approximately 5 percent in 2012 to approximately 2 percent in 2013. Presbyterian Healthcare Services is named Best Healthcare Organization by New Mexico consumers. 9

CONTINUING TO IMPROVE QUALITY Presbyterian Hospital was recognized as a Center of Excellence For Hip And Knee Joint Replacement by The Joint Commission. Three of Presbyterian s eight hospitals Lincoln County Medical Center, Socorro General Hospital, and Dr. Dan C. Trigg Memorial Hospital were recognized by The Joint Commission as Top Performers for Excellence in Quality. The Cancer Center at Presbyterian earned a Gold Medal-Level Accreditation from the American College of Surgeons Commission on Cancer. Lincoln County Medical Center was recognized as a Top 100 Critical Access Hospital. Socorro General Hospital was recognized as a Top 20 Critical Access Hospital for Quality Care. Our Rio Rancho Sleep Disorders Center received accreditation from the American Academy of Sleep Medicine. 0 10

Plains Regional Medical Center and Lincoln County Medical Center were recognized by The Joint Commission as Top Performers on Key Quality Measures for the second year in a row. Presbyterian Health Plan s Medicare HMO product received Excellent accreditation status from the National Committee on Quality Assurance. Presbyterian Hospital was the only New Mexico hospital to receive the highest rating for Best Hospital for Surgery in the Consumer Reports ratings. Plains Regional Medical Center achieved Health Information and Management Systems Society stage 6 (of 7 stages) as a result of its successful implementation of an electronic health record. Only 676 hospitals in the country have achieved Stage 6 certification. A project to standardize screening and treatment of hypertension across our system improved the number of patients whose hypertension was in control from 59.8 percent in 2012 to 63.4 percent by December 2013. A program to manage the treatment of stroke patients from ambulance through rehabilitation achieved 100 percent compliance with the Centers for Medicaid and Medicare Services Core Measures. 11

Presbyterian exists to improve the health of the patients, members and communities we serve. Visit www.phs.org to learn more. Presbyterian is owned by the communities we serve and governed and guided by community leaders who volunteer to serve on our boards of directors. These individuals donate their time, energy and expertise. We thank them for their commitment to their communities and to Presbyterian s purpose, vision, strategy and goals.