September/October 2012

N E W S F O R H O LY C R O S S H O S P I TA L E M P L O Y E E S

“Holy Cross Health” Formed Holy Cross Hospital, Holy Cross Germantown Hospital and New Holy Cross Health Network Comprise Operating Divisions, Effective Nov. 1

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n September, President and CEO Kevin Sexton announced the formation of Holy Cross Health, our health care delivery system that encompasses two hospitals, three health centers and other entities and relationships with affiliated physicians. The new organization becomes effective Nov. 1 and consists of three operating divisions: Holy Cross Hospital, Holy Cross Germantown Hospital, and Holy Cross Health Network, under which most nonhospital care delivery facilities (including our health centers) will operate.

Sexton will serve as president and CEO of Holy Cross Health. This change also aligns with Trinity Health’s move to a decentralized regional structure. The Maryland region is one of eight separate regions that will comprise Trinity Health. Judith Rogers, currently senior vice president of operations, was named president of Holy Cross Hospital. “I am deeply honored by this opportunity to serve as president of Holy Cross Hospital,” said Rogers. “I am grateful to Kevin for the confidence he has placed in me, and I commit to continue to work hard every day to help us fulfill our mission. I look forward to this exciting time.”

An open house was held Oct. 15 at the new regional office located on the fourth floor of the hospital. The creation of Holy Cross Health was celebrated through a gathering with prayer and song led by Sr. Rachel Callahan, vice president, Mission Services and Manny Ocasio, vice president, Human Resources and integrity officer.

and insurance linkages, along with our “owned” primary care physician practices for insured and uninsured

“I am grateful to Kevin for the confidence he has placed in me, and I commit to continue to work hard every day to help us fulfill our mission. “

—Judith Rogers

patients. “The chance to be part of the outpatient care delivery system that has for so long been at the core of Continued on page 2

Recruitment will begin shortly for the president of Holy Cross Germantown Hospital, scheduled to open in 2014.

In this issue:

Gary Vogan, former chief financial officer who recently has been focusing on reimbursement reform and physician and insurance linkages, will become president of the newly created Holy Cross Health Network, which will focus on physician network development

Message from the President........... 2

“Holy Cross Health” Formed.......... 1 Patient Safety Survey Results.......... 3 Our 50th Anniversary.................... 4 Expansion and Construction.......... 5 Employee Recognition................6-7 Hospital News............................... 8

Holy Cross Hospital Role: Holy Cross Hospital exists to support the health ministry of Trinity Health and to be the most trusted provider of health care services in our area. Our health care team will achieve this trust through: high-quality, efficient and safe health care services for all in partnership with our physicians and others; accessibility of services to our most vulnerable and underserved populations; outreach that responds to community health need and improves health status; ongoing learning and sharing of new knowledge; and our friendly, caring spirit.

FROM THE PRESIDENT and CHIEF EXECUTIVE OFFICER KEVIN J. SEXTON

“Holy Cross Health” Formed Continued from page 1

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his fall, we celebrate the creation of Holy Cross Health. We are where we are today because, over the past decade, we have been able to change, grow and prosper. In 2011, when we completed the strategic plan, and looked out three to five years, we expected three major forces to have the most impact on us. One of them was an explosion in the number of seniors, which has a huge effect on how we deliver health care. The second was that we expected to be more than a onehospital institution, which is coming true with the building of Holy Cross Germantown Hospital; we must think differently as an organization since we’re going to be in two places. And third, we believe that the delivery and financing of health care was going to change dramatically. No matter what happens on the national level, there will be significant changes in Maryland. For more than thirty years, hospitals in Maryland have been paid differently than in the rest of the country. In the coming years, I expect how we are paid and how care is delivered in response to those modifications will change. During the past decade, Trinity Health has continued to grow, and plans to grow more with the anticipated consolidation of Trinity Health and Catholic Health East. At the same time, we created a new hospital organizational structure for Holy Cross, which is described in this issue of HC Connections. Our operating divisions and regional support areas will provide a strong infrastructure for our current and future strategies. Though changes will happen, I would like you to remember what the constants are, what is actually not changing. We are clearly focused on an unchanging mission to meet the needs of our community – a mission articulated 50 years ago by the Sisters of the Holy Cross that remains our mission today. It is this focus on our mission that has gotten us to this point of success. Our share of the number of people who use health care services has grown almost every year over the past decade, relative to all the other organizations that deliver these services. It makes us feel good, it makes us financially more successful, and it makes it possible for us to take care of the most vulnerable people who don’t have any other place to go. I appreciate the fact that as we move forward, we are going to face the challenges ahead with a great group of people. Thank you for all the work that you have done and are doing to make that happen.

Kevin J. Sexton President and Chief Executive Officer

our mission, while working to develop ways to partner with our medical staff, was too great an opportunity to pass up,” said Vogan. “Holy Cross has distinguished itself in so many ways and has accomplished so much in terms of community service that I had to give this challenge a try.” Regional support will be provided to the operating divisions in the areas of mission, finance, strategy, quality, human resources, medical affairs, and nursing. Regional support will be provided to the Office of the President and CEO in the areas of executive and governance operations, legal services, government and community relations, and fund raising.

“Holy Cross has distinguished itself in so many ways and has accomplished so much in terms of community service that I had to give this challenge a try." — Gary Vogan

When introducing the new structure to managers at the Sept. 24 Management Team meeting, Sexton noted that the new structure is in alignment with our fiscal 2011-2014 strategic plan. It also positions us well to accomplish our mission to serve patients as a trusted health care provider, within a rapidly evolving health care environment characterized by an aging population and an evolving payment and delivery system. An open house was held Oct. 15 at the new regional office located on the fourth floor of the hospital. The creation of Holy Cross Health was celebrated through a gathering with prayer and song.

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Patient safety survey R esults

Patient Safety Survey Results Indicate Opportunities While 2012 Response Rate Rose Dramatically, Results in Key Areas Were Mixed

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uring May and June, Holy Cross Hospital once again conducted the AHRQ / Patient Safety Survey to ask employees how the hospital is doing on patient safety. Survey results were shared with managers during a special Management Team presentation in August with Dr. Bryan Sexton, director of the Duke (University) Patient Safety Center. Overall Response Rate and Score The hospital’s overall response rate of 82 percent was very good and a marked increase from 2011. The response rate from nursing was particularly strong, up 42 percent compared with last year. Our overall perception of safety (OPS) score remained constant at 59 percent positive. At the same time, results from our eleven CUSP (Comprehensive Unitbased Safety Teams) teams remained constant or improved, a testament to the work of these unit-based teams. Dr. Sexton encouraged CUSP teams to share their insights more broadly via staff meetings and across clinical and nonclinical areas. Strengths and Opportunities Holy Cross Hospital’s most favorable survey results were in the categories of teamwork within units (79.2 percent), organizational learning (73.0 percent) and frequency of event reporting (66.4 percent); the latter two scores were above the national average (chart). Opportunities were identified from our scores regarding supervisor expectations and actions promoting patient safety, communication openness, and nonpunitive response to error. Scores on non-punitive response to error (NPE) dipped more than four percentage points from 2011. “Lower than ideal scores on communication openness shows us that we have work to do. We need to identify focused ways we can both improve communication in general and include staff in the decision-making process. Shared governance, expanding the role of CUSP teams and patient safety leader

Key Results from our 2012 AHRQ Survey

Percentage of respondents who agree / strongly agree with the questions for each category asked.

Holy Cross Hospital 2012

National Average

Holy Cross Hospital 2011 (change 2011-2012)

Overall Perception of Safety (OPS)

59.0%

61.0%

59.0 (0.0)

Teamwork Within Units

79.2%

80.0%

80.8% (-1.6%)

Organizational Learning – Continuous Improvement

73.0%

72.0

71.2 (-0.8%)

Supervisor / Manager Expectations and Actions Promoting Patient Safety

68.0%

75.0%

72.2% (-4.2%)

Manager Support for Patient Safety

68.7%

72.0%

71.1% (-2.4%)

Frequency of Events Reported

66.4%

63.0%

69.8% (-3.4%)

Nonpunitive Response to Error (NPE)

32.5%

44.0%

36.9% (-4.6%)

Category / Domain

(PSL) role are two ways we can do that,” said Yancy Phillips, MD, vice president, quality and Patient Safety. More than 400 comments, positive and negative, were received from employees who participated in the survey and are being reviewed by managers to determine how best to capitalize on any accomplishments and/or address any concerns stated. Managers received unitspecific survey results and are sharing them with their units to develop action plans for their areas. Integration with Service Excellence, Just Culture Addressing patient safety aligns with our renewed focus on service excellence and accountability, which has included training and the Staff Agreement to Service Excellence that employees signed earlier this year. The hospital also will be rolling out Just Culture more broadly to staff in the months ahead (following the initial rollout to managers in May). “We are integrating our service excellence, just culture and employee engagement initiatives around the single organizing principle of Every Patient Safe, Every Patient Satisfied and Every Employee Engaged. This helps us focus on consistent performance, a

demonstrated people-centered approach and a commitment to continue to measure clinical and engagement scores so that we know our efforts are both on target and effective,” said Judith Rogers, senior vice president, Operations. Pulse Survey Returns in December 2012 Holy Cross Hospital and other Trinity Health facilities will once again conduct a confidential Culture of Safety and Employee Engagement “Pulse Survey” during December 2012 to get a snapshot of how the hospital and managers are doing in terms of the action plans and creating a culture of patient safety. Roughly twenty percent of employees will be randomly selected to participate. Additional safety resources are available on HCnet (including the “Safety as a System” video regarding how to create a culture of quality, safety and efficiency, is narrated by Dr. Bryan Sexton, Duke University System Patient Safety Center); Trinity Health’s Culture of Safety page on Nexus (the Trinity Health intranet); and the Duke Patient Safety Center website, www.dukepatientsafetycenter.com.

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Our 50 th anniversary

You Never Know Whom You'll Meet by Teresa Wright, Patient Registration

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y mother-in-law worked in dietary at Holy Cross Hospital for years and was always encouraging me to apply for a job here. In October 2000, I finally got an interview for a part-time position in telecommunications. Well, I guess my recruiter saw something in me because he suggested that I apply for another opening instead: working fulltime at the front desk in Human Resources. So he scheduled an interview for that position for the following Monday at 9 a.m. The day of my appointment, I got to the hospital early and was in the ladies’ room, checking on my hair, when a woman came in with a huge wet spot on her blouse. She was upset, since she was starting a new job that Teresa Wright, insurance verifier, Patient Registration and Karen Baxter, morning and wanted to make a director, Recruitment Services share how they met. good impression. I suggested that she stand in front of the blow dryer, which did the trick. We chatted for a few more minutes, and I confessed I was a little nervous about my upcoming interview. She told me to relax, that I would be fine, and she left. She was right. After the recruiter talked to me about the position, he said he wanted me to meet the person whom I’d be reporting to directly. And then proceeded to introduce me to Holy Cross Hospital’s new manager of recruiting, Karen Baxter—the woman from the restroom! It was her first day, I was her first applicant and, as it turns out, her first hire. Karen used to tell that story during orientation to remind new employees that they never know whom they’re going to meet…or where! Since then, I’ve moved on, to Accounting and then Financial Clearance. But I’ll never forget that eventful, and funny, day.

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50th Anniversary: Share Your Stories As we get closer to celebrating our 50th Anniversary in January 2013, we will feature some of the wonderful stories that have been shared by our colleagues. These stories are a part of what helps make Holy Cross Hospital’s history special. As you read these stories, you are encouraged to think about your history at Holy Cross Hospital and we ask that you “Share Your Story.” To share your story and to read other stories that have been shared, log onto www.holycrosshealth.org/shareyourstory.

expansion and construction

Construction Update Construction is well underway at our Holy Cross Germantown Hospital site and with our Holy Cross Hospital campus expansion. In Germantown, the foundation walls are complete and the support steel for the utility tunnel has been laid. In Silver Spring, the new ambulance route is complete and there has been major work on the parking garage foundation.

Holy Cross Germantown Hospital

Logistics Building Basement – September 11, 2012

Above: Foundation Walls – September 10, 2012 Right: Utility Tunnel Support Steel – September 20, 2012

Holy Cross Hospital Expansion

Top: New Ambulance Route / ED Entrance - August 13, 2012 Bottom: New Ambulance Route / ED Entrance - August 20, 2012

Sitework for Parking Garage Foundation – September 10, 2012

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E mployee recognition

Congratulations to Our Employees of the Month!

The Employee of the Month is an individual with outstanding professionalism, attitude and a commitment to Holy Cross Hospital’s mission and values. The recipient is selected by a committee of employees, based upon merit. Each awardee receives a recognition letter, a $250 check and a parking pass for the month, during a surprise presentation led by President and CEO, Kevin Sexton.

july Pathrose Abraham, mailroom tech, Supply Chain Management

Congratulations to Kidest Tesfaye, RN, General Surgery, on being named the DAISY Award winner for the 3rd Quarter 2012. To learn more about the DAISY Award, visit HCnet.

Volunteers Contribute 70,000 Hours Annually

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August Mark Symancek, RN, Coronary Intermediate Care

Most often, volunteers can be seen directing patients and visitors at the hospital’s main desk every day and even escorting or transporting patients in wheelchairs if needed. In Express Care, specially trained volunteers now fill gaps saving valuable staff time, by working with the greeter nurse. Express Care volunteers escort patients from the waiting area to the treatment area one floor above. Volunteers work provides an important customer service at this entry point into the hospital and also helps positively impact patient satisfaction. Before the Express Care volunteer position was created, staff were sending patients down the hall, to an elevator on the left, up one floor and left to the Express Care which was confusing to many patients.

September Jeanette Thomas, patient placement representative, Patient Placement Staffing

In the Emergency Room, volunteers transport patients from the registration desk to the waiting room or directly to the triage desk. They act as liaisons between patients, family and emergency room medical staff and help find families when doctors are looking for them.

October Roberto Guevara, X-ray technologist, Interventional Radiology

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oly Cross Hospital has five generations of volunteers helping patients and staff throughout the hospital filling in where needed and making a major impact in key areas of the hospital. The majority of volunteers are Millennials between ages 14 and 29, and at least two are in their 90s.

Volunteers are also a vital part of our Senior Emergency Center. They assist with patient orientation, comfort and eating, and help staff by preparing patient cubicles. Volunteers in the Pediatric Emergency Center help keep young patients comfortable and calm. They also help keep visiting toddlers busy by reading to them. The newest volunteer roles are volunteers who help at the nurses’ stations answering phones and call bells and volunteer greeters who greet patients and visitors and escort them from the lobby to their destination. For information about becoming a volunteer, please call our volunteer office at 301-754-7305.

E mployee recognition

Stars of the Quarter April–July 2012 Pamela Carol Turner Chronic Hemodialysis

Joie Castillo Rumingan Chronic Hemodialysis

James Chu Woodmore Dialysis

Tiffany Camille Evans Accounting Services

Hildur Shaw Chronic Hemodialysis

Elizabeth Orebiyi Chronic Hemodialysis

Serena Bridges Pediatrics Unit

Victor Ramosmarte Acute Hemodialysis

Berilo Bacud Chronic Hemodialysis

Connee Reilly Medical Affairs

Cheryl Edwards Emergency Department Services

Alesia Sillaman Acute Hemodialysis

Clifford Everly Chronic Hemodialysis

Patricia Dezinno Physician & Payer Relations

Bridget Esibe High Risk Perinatal Center

Erick Cabanilla Acute Hemodialysis

Steven Rollakanti Chronic Hemodialysis

Miriam Gila Kotek Women’s Surgical Unit

Luis Quisquinay Maintenance

Catherine Fahey Parker Acute Hemodialysis

Michael Edquiban Chronic Hemodialysis

Ari Moshe Hernandez Medical Library

Miroslav Stoyanov Dragomanov Maintenance

These individuals received recognition at a quarterly luncheon hosted by President and CEO Kevin Sexton and the Senior Management team. Honorees were recognized for their impact on hospital performance related to fiscal year operating plan results. Congratulations!

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H ospital news

“Top Performer” for the Second Year in Row

Holy Cross Hospital President and CEO Kevin Sexton being presented with the 2012 Excellence Award for Quality Improvement in Hospitals from the Delmarva Foundation for Medical Care.

Holy Cross Hospital Receives 2011 Recognition on Four Adult Measures

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n September 19, the Joint Commission released its annual report, Improving America’s Hospitals: The Joint Commission Annual Report on Quality and Safety 2012. Holy Cross Hospital was the only hospital in Maryland and in the Greater Washington, D.C., area to achieve this recognition — and for the second year in a row.

Staff from Quality and Care Management proudly pose around the 2012 Excellence Award for Quality Improvement in Hospitals.

Holy Cross Hospital Receives Delmarva Foundation Awards

The 2011 Top Performers on Key Quality Measures list recognizes 620 hospitals nationwide that attained excellence in at least one accountability measure of performance. These accountability measures of evidence-based care processes are closely linked to positive patient outcomes.

On Thursday, July 19, Holy Cross Hospital received the 2012 Excellence Award for Quality Improvement in Hospitals from the Delmarva Foundation for Medical Care. This prestigious award recognizes performance improvement in four clinical areas: heart attack, heart failure, surgical care and pneumonia. Holy Cross Hospital's President and CEO, Kevin J. Sexton also received a Leadership Award from the Delmarva Foundation for inspiring the hospital to high-quality improvement in patient care that is safe, effective, patient-centered, timely, efficient, and equitable.

Holy Cross Hospital again was recognized on four adult measures – heart attack, heart failure, pneumonia and surgical care – and is one of only 88 hospitals nationwide to be recognized as a Top Performer for these four adult measures in both 2010 and 2011.

Fitness, Health and Wellness Classes Ballroom/Latin/Swing Dance: Basics and Beyond

Chair Yoga

¡¡ Tuesdays, Nov. 13 – Dec. 18 ¡¡ 6:30 to 7:30 p.m. ¡¡ $70 per six-week session Learn ballroom dancing in a fun, supportive atmosphere. Enjoy a gentle, varied cardiovascular workout. No partner required.

Family-Friendly Karate

¡¡ Thursdays, Nov. 8 – Dec. 20 (no class on Nov. 22) ¡¡ 6:30 – 7:30 p.m. ¡¡ $70 per six-week session Learn karate technique and improve your balance, strength and flexibility in this family friendly class. Taught by Eric O’Neill, Black Belt, Mills Martial Arts. Children age 5 and older welcome with a registered parent.

¡¡ Thursdays, Nov. 1 – Dec. 13 (no class on Nov. 22) ¡¡ 10:30 – 11:30 a.m. ¡¡ Location: Margaret Schweinhaut Senior Center, 1000 Forest Glen Road, Silver Spring, MD 20901 ¡¡ $30 per six-week session Chair Yoga is done seated and standing using the chair to assist in improving balance, strength and flexibility. A great class for seniors and individuals with physical challenges.

Gentle Yoga

¡¡ Thursdays, Nov. 1 – Dec. 13 (no class Nov. 22) ¡¡ 6:00 to 7:15 p.m. ¡¡ $70 per six-week session A relaxing and restorative class for adults of all ages and those with physical challenges.

All classes are held at the Holy Cross Hospital Resource Center, 9805 Dameron Drive, Silver Spring, Maryland across the street from the hospital. To view a complete list of classes and register, visit www.holycrosshealth.org/classes-events or call: 301-754-8800. HC Connections is a bimonthly employee newsletter produced by the Holy Cross Hospital Communications department. It is intended to provide in-depth information about hospital activities and initiatives, employees and events. To submit an item for HC Connections, contact Alicia Lashley, internal communications specialist.

Kevin Sexton President and CEO

Diane Meyers Vice President

Tim Delaney Director, Communications

Alicia Lashley Internal Communications Specialist