LVHN Quarterly | LVHN.ORG 3 ARE WE REACHING OUR GOALS?

– SUMMER SAVINGS – YOUR TOTAL REWARDS what’s INSIDE – ENGAGING OUR – OPTIMIZING EPIC COMMUNITY

LVHNQUARTERLY

Spring 2016

SCHUYLKILL HEALTH SYSTEM AND LVHN SIGN AGREEMENT TO MERGE

Schuylkill Health System (SHS) and LVHN SHS provides inpatient units for medical-surgical, have signed an agreement to merge. The critical care, behavioral health (geriatric, adult and merger will give residents of Schuylkill County adolescent), acute rehabilitation, maternity and your TO-DO LIST access to expanded health care services, pediatrics. In addition, SHS is a leader in outpatient more advanced technology and more medical physical rehabilitation services with Schuylkill Rehabilitation Center, as well as outpatient facilities specialists. The merger is subject to regulatory 1. Schedule your remaining PTO. review and is expected to be complete by the in Orwigsburg and Frackville. The last day to use PTO in ﬁscal year end of 2016. For outpatients, SHS provides a physician-staffed, 2016 is June 18. We have worked with SHS to care for patients 24-hour emergency department, home health suffering from burns and stroke through the use department, outpatient surgery center, cardiac 2. Complete the fourth quarter of telemedicine, as well as other patients who rehabilitation program, nutrition and wellness bundle by June 30. Click the TLC icon require specialized care. LVHN is committed center, women’s imaging center as well as on your SSO toolbar. to increasing the number of primary care and speech language pathology services, specialty physicians in the community. We also occupational medicine center and clinical 3. Review MyTotal Rewards diabetes educators. SHS also is the home of plan to maintain services such as emergency, beginning June 15. See page 6 for obstetrics, surgery and behavioral health, and the Joseph F. McCloskey School of Nursing, a details. expand specialty services such as cardiology 32-month RN diploma program, which serves and orthopedics. as the primary supplier of registered nurses in Schuylkill County. 4. Help out at a Musikfest ﬁrst-aid SHS was established in 2008 when the former tent. Check the schedule on LVHN Good Samaritan Regional Medical Center and Both Schuylkill medical centers are accredited Daily, choose the best times for you and The Pottsville Hospital and Warne Clinic merged. by The Joint Commission, licensed by the call 610-402-CARE to sign up. Pottsville Hospital was established in 1895, and Pennsylvania Department of Health and have Good Samaritan was founded in 1925. While been recognized for numerous quality initiatives 5. Have a Casual Conversation with merged, the two Pottsville hospitals never fully such as the most recent Gold Plus Awards and Dr. Nester. Dates, times and locations integrated services, something that is now Honor Roll from the American Heart Association will be announced on LVHN Daily. underway as part of a campus integration plan, in the treatment of congestive heart failure and which should be completed in 2016. As Schuylkill cardiac disease. County’s largest employer, SHS employs approximately 1,300 employees and has a medi- - Brian Downs cal staff of approximately 180 members. STANDARDIZED UNIFORMS

FOR STAFF RNs in charge of their care. This change follows Beginning May 31, staff registered nurses what other health care organizations have (RNs) across all inpatient specialties, emer- been doing nationwide. Hospitals moving to a gency rooms and selected outpatient areas standard uniform for nurses report improve- will be required to wear standardized navy ments in patient safety and satisfaction. The blue uniforms like the one worn by Kiesha color was chosen through a poll of nursing Custis-Adams, RN (pictured). This is being colleagues. LVHN- and Children’s Hospital at done in an effort to make registered nurses LVH-branded embroidery will appear in white. more easily identifiable to patients as the RN - Ted Williams

WHAT YOU MIGHT SEE Lung cancer is the leading cause of cancer The material developed cancer treatment at LVHN and now has more death among men and women. That’s for the campaign time to share with her grandchildren. ‘This is Why I Fight, So I Can Live’ because it’s often difficult to find in its includes a free guide Sharon Thompson’s Story After months of struggling with fatigue and a The guide also discusses treatment options, severe cough, Sharon Thompson heard the words no one wants to hear: “It’s cancer.” Many reasons to live

Thompson wasn’t ready to say goodbye to her Diagnostic scans revealed a massive four-inch two children and ﬁve grandchildren. Nor was earliest, most treatable stages. local people can tumor in one lung, numerous other smaller lesions she ready to give up. So she sought a second

in both lungs, and spots on her brain and bones. opinion at Lehigh Valley Health Network (LVHN), lists LVHN physicians who treat lung cancer “They told me the mass in my right lung was too where she met with hematologist oncologist large to surgically remove or I would die on the Eliot Friedman, MD. He listened as Thompson download. The guide table,” says Thompson, 58, of Allentown. told her story. To help people in our community find lung “I don’t believe in putting time limits on people’s and related conditions, and shows how the “ They gave me six months to live. lives,” Friedman says. “You never know how ﬁlled with tears. I could see the doctor’s lips anyone will respond to treatment. You can give My eyes moving, but I couldn’t concentrate on the words. some people chemotherapy and their cancer will I just sat there and stared. I was numb. melt away. You can give other people the same includes information therapy and the cancer will double in size. You cancer earlier, we’ve started to spread the ” have no way of knowing until you actually give LVHN Cancer Institute’s membership in the them the therapy.”

o make an appointment, call word. Lung cancer is the focus for one of about lung cancer 610-402-CARE. Memorial Sloan Kettering Cancer Alliance is LVHN’s multichannel marketing campaigns risk factors and screenings. It also improving quality of care and outcomes for (see page 3) that you may see online and includes the heartfelt story of Sharon people with cancer in our community. Thompson of Allentown. She received lung on social media. - Kyle Hardner

In Case You Missed It INTRODUCING THE CHILDREN’S SURGERY CENTER LVHNDAILY Get details on these stories by searching the corresponding hashtag (#).

X LVHN Cancer Institute becomes MSK Cancer Alliance member (#MSK)

X Health Center at Mountain Top opens To enhance our commitment to caring for including surgical urology, ear nose and (#MountainTop) children throughout the Lehigh Valley, throat, plastic surgery and dental surgery Children’s Hospital at LVH has ofﬁcially among other procedures, all on an outpatient X Bethlehem Steel soccer team partners opened the J.B. and Kathleen Reilly basis. with LVHN (#Steel) Children’s Surgery Center. The center is made possible thanks in part The new center, which began caring for pa- to the generosity of J.B. Reilly, founder and X SELECT students share reﬂections from tients on April 4, is located on the third floor CEO of City Center Lehigh Valley, and his wife, Match Day (#MatchDay) of the 1210 building on the LVH–Cedar Crest Kathleen. campus. The approximately 15,000-square- The Children’s Surgery Center is the latest X Final steel beam placed at Specialty Care foot facility features pediatric surgeons who addition to Children’s Hospital at LVH, which Pavilion (#Pavilion) use minimally invasive, state-of-the-art will celebrate its fourth anniversary this technology for general pediatric surgeries, month. - Ted Williams 2 LEHIGH VALLEY HEALTH NETWORK HEALTH CARE TODAY Q&A A FRESH APPROACH TO ENGAGING OUR COMMUNITY

John Marzano Vice president, marketing and public affairs

Are changes in health care advertising with digital marketing – all designed orthopedic services in Hazleton and Northampton Qaffecting LVHN’s approach to to connect people with the right health care County. marketing? service at their moment of need. How will we determine which Absolutely. As LVHN transitions to a more You’ll still see a billboard or two – such tactics Q services to market? patient-centric health care delivery model, health help further the growth and reputation of LVHN’s First, we’ll evaluate the data to learn what drives care marketing also is changing. Today, patients brand. However, you’ll also see a more robust business to the organization and match that to are in the driver’s seat. They have many choices use of social media and digital channels such as our clinical strengths. That insight will identify and are thirsty for health care information. They LVHN.org, Facebook, Google and other websites opportunities and tactical direction in promoting want that information on their schedule, in a frequently visited by patients, as well as landing key services to consumers. Operations will play format that’s convenient for them. This shift in pages promoting specific LVHN services. This will an important role in ensuring the service has health care consumer behavior creates an help us get information into consumers’ hands enough capacity to care for new patients, there- exciting shift in health care marketing strategy. in the right place at the right time. It also will fore ensuring those patients will have efficient Why should marketing change? provide us with data that will help us determine access to care and a great experience. Based Q When people think about marketing, they which tactics reach consumers most effectively, on these criteria, we’re currently developing think about advertising – billboards, TV, radio, therefore allowing us to better track and measure campaigns for heart valve surgery, lung cancer, print ads. Those are mass-marketing tools used the business return on our marketing investment. pediatric surgery, women’s services and urology. to deliver important messages. Today, however, I equate these changes in marketing to the people are consuming information in new ways, evolution of baseball in the early 2000s. That’s - Rick Martuscelli and there are new tools we can use to commu- when ball clubs began using data – instead of gut nicate with people more strategically, while also feeling – to more accurately predict which players managing marketing costs. As we strive to deliver and strategies would help a team win. That better health and better care at a better cost, we scientific approach was popularized in the movie “Moneyball” and is widely accepted throughout must be as efficient and effective as possible with read more Q&As our marketing resources. baseball today. What changes are happening? Has this multichannel marketing approach started? LVHNDAILY We’re embracing a multichannel approach Q Q Search #Q&A for information on many topics. to marketing that supports LVHN’s overall busi- Yes, and we’ve had early success connecting with ness strategy. It’s a very specific and personalized consumers looking for weight-loss surgery in the type of marketing that mixes traditional mass Lehigh Valley, and with consumers looking for

LVHN Quarterly | LVHN.ORG 3 ARE WE REACHING OUR GOALS?

AS WE STRIVE TO ACHIEVE OUR GOALS RELATED TO THE TRIPLE AIM (BETTER HEALTH, BETTER CARE AND BETTER COST), WE’LL USE THIS CHART TO TRACK OUR PROGRESS THROUGHOUT FISCAL YEAR 2016. Triple Aim

NetworkNetwetwtworkwo GGoalo Year to Date

Decrease mortality

IIncrease MyLVHN activations

InpatientI Access:A Reduce diversion hours Experience: Meet HCAHPS goals

LVPGL Practices Access:A Increase percentage of new patients seen within • 7 days for primary care • 14 days for specialty care Experience: Meet Press Ganey goals

OutpatientO Access:A Reduce call center abandonment rates Experience: Meet Press Ganey goals

OOptimize cost per patient encounter

Implement acute total joint pathways

Green=Meeting our goal Red=Opportunity for improvement

Goal must be achieved at the end of ﬁscal year 2016 to earn a Shared Success Plan (SSP) bonus in October.

As of May 10, 2016

4 LEHIGH VALLEY HEALTH NETWORK ACCESS, PATIENT EXPERIENCE IMPROVEMENTS IN LVPG Quality is enhanced. New efficiencies give colleagues more time to spend on patient care. That’s evidenced in the Epic category “Other,” where we document screenings, patient education and other things that help patients avoid unnecessary hospitaliza- tions, ER visits and tests, and therefore reduce the cost of care. Through February, the number of these documented actions increased by 700,000 units. Payers are noticing. Commercial insurers reward organizations that Access coordinator Jen Corbett (left) and patient services representative Donna Raatzs are among improve quality and reduce cost. The better an many colleagues at LVPG Hematology Oncology who get new patients seen quickly. Since mid- organization performs, the greater its financial March, 100 percent of new patients diagnosed with a solid tumor received an appointment within reward from the insurer. In fiscal year 2016, five days. Search #Access on LVHN Daily to read the practice’s story. LVPG earned 84 percent of its possible rewards, which is very high. Medicare offers similar Since June, colleagues have been The most significant improvements are in rewards to accountable care organizations working to create convenient access to family medicine, internal medicine and pediatric (ACOs) that reduce costs by 2 percent. LVPG practices. Numerous tactics were practices, where patients seen within the time LVHNACO reduced costs by 6 percent, placing implemented (see LVHN Quarterly, Winter 2016). frame have increased from 22 to 50 percent. us among the nation’s best. The results are significant. Our goal is 75 percent. Patient satisfaction is up. We’re getting patients in faster. Patient visits are increasing. Before we took action, LVPG’s patient satisfac- Fifty-two percent of new patients are seen By adjusting schedule templates, LVPG created tion scores were in the 40th percentile; now within seven days for primary care and 14 days 150,000 more appointment slots. Through they’re in the 64th percentile. for specialty care. That’s a 10-percent increase. February, 123,000 of the slots were filled. - Rick Martuscelli

X Patient outreach: Patients on pilot units OPTIMIZING EPIC FOR PATIENTS receive information about MyLVHN Bedside Three Epic optimization initiatives have the 2. MyLVHN Bedside upon admission. Administrative partners like potential to transform patient access and X Piloting on 5T and 6K Donna Rodenbaugh (left) and Elke Burroughs experience. X Using a tablet computer, patients like Molly assign a tablet computer to patients who opt in. 1. E-visits (electronic visits) Thomas (below) receive information similar to what is on ROADMAP, a daily inpatient X Piloting at two LVPG practices 3. Patient-entered questionnaires (PEQs) communication piece widely used at LVHN. X Accessed through patient’s MyLVHN account X Available at all LVPG practices; LVPG is Patients who choose not to access X Four e-visit problem types: cough/cold, red working on medical-surgical specialties PEQs. eye, urinary problems, vaginal discharge MyLVHN Bedside will receive a paper copy X PEQ forms are specific to each practice and of ROADMAP. X Patients fill out clinically validated accessed through MyLVHN. questionnaires. X Patient cost: None X PEQs populate the patient’s Epic electronic X Provider responds with instructions within medical record. one business day. X PEQs can be completed up to a week prior X Patient cost: Free during pilot to an appointment using a home computer, X Patient outreach: Patients who have MyLVHN or during the visit using a tablet computer at accounts and receive care from one of the the office. pilot sites receive a MyLVHN message about X Patient cost: None e-visits. Those who don’t have a MyLVHN X Patient outreach: Patients with MyLVHN account receive a mailed letter with infor- accounts receive a message to fill out PEQs mation about how to activate MyLVHN and prior to an appointment. access e-visits. - Jenn Fisher

LVHN Quarterly | LVHN.ORG 5 CLICK AND YOU SHALL FIND

Have a human resources (HR)-related X Personal information – Check your current The HR website on the LVHN intranet question? The answer may be just a mouse leave balances and update your dependents, (hr.content.lvh.com) is another great click or two away. emergency contacts, and marital and veteran electronic resource. Visit for information status. You can even include a maiden name if about: Visit the Employee Self-Service dashboard desired. on Lawson to view your benefits selections, X Benefits (including insurance plan details, update your personal information and more. X Contacts – Find phone numbers for tuition reimbursement, retirement plans and Here’s what you’ll find: helpful resources such as the benefits, payroll more) and compensation teams, along with the IT X Performance management – View your X Employee Assistance Program (EAP) help desk. current job description and past annual X Payroll performance reviews. You also can complete X Health Network Labs (HNL) a self or peer performance review. information – HNL colleagues can view X API (time and attendance) policies, obtain forms and get contact X Benefits – Review your current selections X MyLeave (leave of absence) information for human resources and IT for life and health insurance as well as any support. X Employee health services flexible spending accounts you participate in. X HR policies X Job profile – Find key facts such as your hire date, pay rate and pay grade. X Quick links to forms, job postings, frequently asked questions and other helpful resources X Life events – Update your home phone - Gerard Migliore and address. how to FIND X Payroll – View your paychecks, pay rate history, tax status, direct deposit details and more. LAWSON Click the Lawson icon on your SSO toolbar.

DETAILS ABOUT

LVHN Quarterly is a magazine for LVHN colleagues.

Vice president, marketing and public affairs John Marzano You deserve to be rewarded for all you do X Health care and income protection Director of for our health network and community. To benefits, including your medical, dental and communications Pamela Riddell give you a better understanding of the rewards vision plans, flexible spending account, life and you work so hard to earn, LVHN will begin disability insurance plans, and other benefits Editorial manager providing MyTotal Rewards on June 15. provided by LVHN. Kyle Hardner Accessible from the Employee Self-Service page X Retirement, including your pension, matching Editor Rick Martuscelli on Lawson, MyTotal Rewards is an online state- 403(b) or 401(k) and other benefits that help you ment you can review to gain an understanding plan and save for life after LVHN. Creative manager of everything LVHN provides as part of your total Teressa Colbaugh X Work and life balance, including details compensation and benefit package. Your state- about your paid time off (PTO), sick time, tuition Designer ment is specific to you and provides information Teressa Colbaugh reimbursement, Culture of Wellness benefit and about your: more. Photographer X Compensation, including your base pay, Rick Sweitzer The information on your statement will be updated bonuses or incentives, differential pay and other periodically and available for you to review and compensation on an annual and year-to-date print any time on Lawson. basis. - Rick Martuscelli

6 LEHIGH VALLEY HEALTH NETWORK SAVE ON SUMMER HAPPENINGS

Looking for some outdoor summer fun around the Lehigh Valley? Colleagues can get discounts at a variety of venues thanks to LVHN’s Recreation Committee. X Bethlehem Steel FC soccer at Goodman PREFERRED EAP Stadium – $10 single-game tickets and discounts on multi-game packs HELPS WHEN LIFE X Lehigh Valley IronPigs at Coca-Cola Park – Discounted tickets available for July 2, Aug. 14 GETS STRESSFUL and Sept. 5 games with special promotions When life gets stressful, counseling can MORE TIPS: X Amusement parks – Discounts available for help you work through issues before they Dorney Park & Wildwater Kingdom, Hersheypark Acceptance – Change is normal. People who and many more affect your health, relationships or job are open and adaptable to change cope better. performance. Confidential counseling through X Blue Mountain Resort Outdoor Adventures Preferred EAP with a counselor such as Rick Communication – Talk about what’s bothering you and ask for help when you’re – Discounts for Summit Aerial Park and Xtreme Drabic (above) can help you gain insight and Laser Tag coping strategies. It’s a free benefit to all feeling vulnerable. colleagues and their dependents. Strategies for self-care – During times of X Camelback Lodge & Aquatopia Indoor Water Park – 20-percent discount on room rates “People often react negatively to change,” change, ask for support and share the workload. says Preferred EAP program director Carolyn Awareness – You can’t control other people’s X Musikfest 2016 – Limited presale opportuni- Lamparella. “That can lead to stress and negativity. You can only control your response. ties will be available for Sands Steel Stage shows. physiological changes that impact health and (Be sure to act fast to get your tickets.) Practice makes perfect – The more success- good decision making.” fully you’ve navigated change previously, the X Southmoore Golf Course – Discounts with Stress is cumulative. It can spill over between more positively you’ll view future episodes. your LVHN ID for nine or 18 holes of golf your home and work life. Yet people who -Ted Williams Don’t wait – Counseling is preventive care just perceive stress as a normal part of life can like a trip to the dentist. Don’t wait until you accept and manage change with fewer reach the breaking point. Come in early before physiologic affects such as pain, illness and stress is too great. sleep disturbance. Make an appointment – Preferred EAP “People who fear change experience a offers five free counseling sessions per get more DISCOUNTS heightened physiologic response,” Lamparella incident, per year. Call 610-433-8550 or visit says. “Interrupting the stress reaction through Find them on the Recreation Committee preferredEAP.org. meditation, focused breathing, guided imagery, intranet site. Visit LVH.COM, - Sheila Caballero spiritual practices, journaling and exercise can and click “Recreation Committee” in the left be helpful.” column under “Colleague Resources.”

LVHN Quarterly | LVHN.ORG 7 Non-Profit Org. U S Postage PAID Marketing and Public Affairs Lehigh Valley, PA P.O. Box 689 Permit #1922 Allentown, PA 18105-1556

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HELPING FAMILIES BREATHE EASIER

Watching her 2-year-old twin boys cough smoke and chemical cleaners can trigger asthma The twins are two of the 141 children and and wheeze through frequent asthma attacks. She also explained the boys’ asthma families who’ve been served by the program, attacks alarmed Elienid Jimenez (right). action plan, which eases the asthma triggers which is fully funded by the Dorothy Rider Pool When she learned about LVHN’s free Community and helps Jimenez understand and administer Health Care Trust. It’s free for children ages 1-14 Asthma Education Program, she had hope it asthma medication appropriately. Now that with moderate or severe asthma who are patients would help them. Jimenez knows the importance of cleaning her of LVH–17th Street practices, LVPG Pediatric Connecting with families like this is the most house often – including the children’s toys – and Pulmonology–1210 Cedar Crest and LVH–Cedar rewarding part of Jamie Santana’s job. A how to give her sons their medicine to reduce Crest’s pediatric unit. community health worker who specializes in the duration of attacks, it’s easier to manage her “I love kids and love what I do,” says Santana, pediatric asthma, Santana (left) visits homes boys’ condition. Flare-ups occur less often, and whose work extends beyond addressing medical to educate families about ways to minimize so do their once-frequent ER visits. needs. She also helps families ﬁnd cribs, clothing asthma attacks. “You need to have compassion “I would recommend this program to parents who and other necessities. “It’s very rewarding to meet and empathy, and be nonjudgmental to do this want to learn ways to keep their children with families, develop their trust and see them make job,” Santana says, “because not all homes and asthma healthy,” says Jimenez, who is expecting changes that improve their quality of life.” situations are the same.” her third son. She’s hopeful her newborn will - Rob Stevens Santana taught Jimenez that dust, cigarette breathe easier just like his big brothers.