Wellness for All the Southcoast Health Plan Offers All Employees Resources to Live Healthier Lives

January 2 012

A not-for-profit, charitable organization.

wellness fOR all The Southcoast Health Plan offers all employees resources to live healthier lives.

s the new year rolls around, many of us pledge to do something to improve our health — get more a exercise, lose a few pounds, stop smoking, de-stress our lives, the list goes on. But sometimes it can be difficult to find the resources and support needed to turn these desires into realities. That is where the new Southcoast Health Plan comes in with even more wellness options — and all employees can use it.

“The goal of the Southcoast Health Plan is to help create a not they purchase health insurance through Southcoast. culture of wellness throughout the organization,” said David “HealthQuest gives employees tools to help identify health DeJesus Jr., Senior Vice President of Human Resources. “Our aim risks and maintain or improve their health and well-being,” said is to help employees improve their health so they can be at their Kris Aimone, Wellness Coordinator. Offerings include: best both while at work and at home with their families.” • Free biometric health screenings. “Many employees think that the Southcoast Health Plan • HealthQuest Assessment. is health insurance and that only people who purchase their • Education classes. insurance through Southcoast are eligible to use its components,” • A personalized website. said Beth Barker, Director of Compensation & Benefits. “But health • Weight loss management programs. insurance is just a portion of what the Southcoast Health Plan • Quit smoking programs. offers. It also provides a wide variety of resources to all employees • Events and competitions. to help them lead healthier, more productive lives.” • Health programs. • Health coaching. HealthQuest Wellness Program • Incentives to motivate and reward healthy behavior. The HealthQuest Wellness Program is part of the Southcoast Visit the HealthQuest page of the intranet for more information. Health Plan and is open to all Southcoast employees whether or

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CHARLTON THE INTERVIEW CHARITABLE Robert Caldas, DO TRUSTS PLEDGES $2 MILLION

5 8 Health Plan continued from cover

The HealthQuest website — www.southcoasthealthquest.org — from the American Dietetic Association. They can help develop powered by WebMD, is a health portal that can be accessed at work a unique meal plan that considers personal preferences and or home, 24 hours a day, seven days a week. Any employee can lifestyle, and provide hands-on tools to make better choices in log on to the site and receive personalized and private health the supermarket, during meal preparation, while snacking and information, search for specific health topics and complete the eating out. HealthQuest Assessment (HQA). The site includes a health record Southcoast also offers employees resources to help achieve a where individuals can keep track of their health information healthy weight. Create Your Weight is the National Sodexo adult including immunizations, procedures, diet, exercise, blood pressure, weight management program that focuses on appetite awareness to weight and stress management. help users change their behaviors for permanent weight loss. The Nutritional Services page of the Southcoast intranet provides more Free biometric health screenings offered on site at many information on Create Your Weight. Southcoast locations take approximately 15 minutes and include Southcoast also offers the OPTIFAST® program, which utilizes total cholesterol, glucose, bloo d pressure and BMI. Biometric meal replacement, comprehensive lifestyle education and personalized screenings are expected to begin this month. support. Southcoast is offering a 50 percent discount on weekly Health Coaching is offered group sessions to Southcoast employees, physicians and volunteers. through WebMD to employees ** Visit www.southcoast.org/weightloss/optifast.html for details Helpful Contact Information who qualify based on their on OPTIFAST . HQA results and who exhibit a The Southcoast HealthQuest website also offers a weight Kris Aimone, Wellness Coordinator readiness to make changes to 508-679-7417 or 67-7417 management lifestyle improvement program tool that includes [email protected] via Meditech their lifestyle. It is free to eligible exercise and meal planners and educational material. participants and takes place Create Your Weight through strictly confidential, Employee & Occupational Health 508-961-5161 one-on-one phone conversations Employee & Occupational Health provide a broad spectrum of Employee Assistance Program with health coaches who are services to help keep employees healthy on the job. Services they Fall River: 508-679-7171 behavioral specialists with provide include care management for work-related injuries and New Bedford: 508-990-3772 degrees in health sciences. illness, ergonomic reviews of workstations, free flu vaccinations, Wareham and other areas: 888-543-4120 pre-placement physical examinations, tuberculosis screenings and One-on-One Nutritional Counseling Employee Assistance more. Refer to the Southcoast intranet for more information. Call Centralized Scheduling at 800-276-0103 Program (EAP) or 63-3900 to schedule a one-on-one EAP is a comprehensive, free Southcoast Health Plan - Insurance appointment with a dietitian. counseling benefit that is offered Southcoast Health System offers a top-quality health insurance OPTIFAST Program as a confidential resource to all plan that provides great flexibility and an extensive network of Stacy Medeiros, 508-525-3114 Southcoast Health System and physicians at the best possible value for our employees. Southcoast Southcoast Physician Services is self-insured and utilizes the Harvard Pilgrim Health Care network, employees and the family which administers the plan. Employees who work at least 24 weekly control hours are eligible to enroll in health insurance coverage. Finding a Primary Care Physician members who live with them. Appointments can be scheduled * Health insurance coverage includes both medical and prescription All Southcoast Health Plan - Insurance with licensed professional staff at benefits. Log on the www.southcoasthealthplan.org for more Members are required to designate a confidential locations in Fall information. Primary Care Physician. Subscribers can River, New Bedford and “It is important for employees to remember that they don’t log on to www.southcoasthealthplan.org Wareham. An EAP counselor have to be a member of Southcoast’s health insurance plan to take to elect or change their PCP. Employees is available by pager for advantage of many of the wellness programs we offer,” Barker said. looking for a PCP should consider the many emergencies, 24 hours a day. “As an organization, we want all employees to maximize their health Southcoast primary care physicians now for the benefit of themselves, their families and our patients.” accepting new patients. For information on Issues that can be addressed “As the leading health care organization and the largest employer Southcoast primary care physicians log on through the EAP include: in the region it is our obligation to set an example for healthy living to www.southcoast.org/sps/. Choosing • Stress. to our communities,” DeJesus said. “The many programs we offer a Southcoast PCP gives employees the • Relationship problems. help us along that path and we hope all employees will take advantage of having a physician that is advantage of them.” directly connected with other Southcoast • Parenting issues. • Financial difficulties. physicians and services to help provide more Southcoast Health Plan comprehensive care. In addition, employees • Elder care. Insurance(s) – for employees who purchase with Southcoast health insurance enjoy the • Substance abuse. Wellness – for ALL employees health insurance through Southcoast best rates for co-pays. • Work conflicts. HealthQuest Health insurance • Emotional or psychiatric issues. Employee/Occupational Health Prescription Plan No names or other identifying information is reported to Southcoast. Employee Assistance Program (EAP) Dental insurance (purchased separately) Contact with the EAP is kept strictly confidential. Refer to the Southcoast intranet for more information. Weight Management Flexible Spending Account for Medical costs Health Coaching Personal Health Management Weight Management Weight Management** One-on-one nutrition counseling is a personalized approach to meeting nutritional needs. Southcoast’s outpatient nutrition * Refer to Employee Flexible Benefit Program for specifications. counselors are registered dietitians, most with graduate degrees and ** Beginning this month, Southcoast employees who have Southcoast health insurance and a body mass index of 30 or higher will be able to enroll in the Create Your Weight advanced certification in adult and pediatric weight management and OPTIFAST programs free of charge as long as they meet program criteria.

COasTlInes 2 Tobey Hospital receives Baby-friendly Designation

First community hospital in Massachusetts to receive prestigious designation

obey Hospital became the first community hospital to receive Baby-Friendly T Designation from Baby Friendly USA, in June 2011, and only the third Massachusetts facility to achieve the prestigious goal .

“Tobey Hospital met numerous requirements to achieve the the best care to our breastfeeding families. I see this as a Baby-Friendly Designation including the practice of ‘rooming in’ positive step forward for Southcoast Hospitals’ breastfeeding — allowing mothers and infants to remain together 24-hours practices within our organization.” a day — providing breastfeeding education to all staff and “The nursing and medical staffs are dedicated to providing encouraging skin-to-skin immediately after delivery,” said Liz the best care to the patients who deliver at our hospital,” said Westwater, Project Manager for Baby Friendly USA, the non-profit Mary Ellen Boisvert, Nurse Manager of the Family Centered organization that administers the Baby-Friendly Designation. Tobey Unit at Tobey Hospital. “Breastfeeding is the optimal feeding Hospital also provides breastfeeding support after discharge through option, so we do our best to give mom and baby the best start bi-monthly support groups and outpatient visits with certified to the lifelong benefits of breastfeeding.” location counselors. “The outstanding work done by our hospital’s nurses combined About the Baby-Friendly Initiative with the strong support of our administration that always puts The Baby-Friendly Hospital Initiative is a global program patients first, enables us to provide exceptional care for babies that sponsored by the World Health Organization (WHO) an the are born at Tobey Hospital,” said Steven Mendes, MD, pediatrician United Nations Children’s Fund (UNICEF) to encourage and and President of Southcoast Hospitals Group Medical Staff. “It was recognize hospitals and birth centers that offer an optimal a huge undertaking to meet the requirements for this prestigious level of care for infant feeding. The initiative encourages and designation, but it has enabled us to provide better care for the recognizes hospitals in giving breastfeeding mothers the families in our community.” information, confidence, and skills they need to successfully “This designation is a significant achievement for Southcoast,” initiate and continue breastfeeding their babies. For more said Janine Fontaine, Director of Women’s Health at Southcoast information visit www.babyfriendlyusa.org/ . Hospitals Group. “Tobey Hospital has been recognized for delivering

‘Give a pint, Get a pound’ at all Southcoast Blood Bank locations

or the eighth consecutive year, Dunkin' Donuts® is teaming Where to donate f up with the Southcoast Blood Bank at St. Luke's Hospital to The Southcoast Blood Bank is located at encourage local residents to donate blood. St. Luke's Hospital, 101 Page Street, New During January, anyone — including Southcoast employees Bedford. Walk-ins are welcome Monday, — who donates blood at the Southcoast Blood Bank at St. Tuesday, Thursday and Friday from 8 a.m. Luke's Hospital or any Southcoast blood drive will receive to 4 p.m., Wednesdays 8 a.m. to 7:30 p.m. a certificate for a free pound of Dunkin' Donuts coffee. and Saturdays from 8 to 2:30 p.m. For more Coupons are redeemable at participating Dunkin' Donuts information call 508-961-5320 or log on to while supplies last. www.southcoast.org/bloodbank/ . Donating blood through Southcoast helps the entire Community Blood Drives : Southcoast hosts blood drives throughout community because collected blood is used directly for patients the region on the Southcoast Health Van and at local businesses. The at Southcoast Hospitals. schedule can be found online at www.southcoast.org/van/ or by calling 508-961-5320.

Employee Appeal Update

very day, patients, families and members of the community please contact Amy Winn, Annual Giving Officer, at 65-5358 or e tell us how much they appreciate Southcoast Hospitals. Some [email protected]. write to thank us for the excellent medical care received and It doesn’t take much to make a statement — every gift helps, no how the way they were treated with genuine caring and matter the size. The ordinary can be extraordinary if everyone helps. compassion made such a difference in their stay and recovery. Congratulations Golden Ticket Winners! Some volunteer hundreds of hours of their time to help out The following people received prizes for finding Golden Tickets in where they can while others show their appreciation through their appeal packages: charitable donations that help us meet our most pressing health care needs. Gifts to the Employee Appeal have a Charlton - Pamela Driscoll major effect on the health of our communities. St. Luke’s - Sandra Rego, Linda Gentili Make your gift today! Tobey - Katelyn Dalton, Donna Rooney If you have already made a gift to the 2011 Employee Southcoast Centers for Cancer Care, Fairhaven - Jamie Tapper Appeal, THANK YOU! If you haven’t, it is never too late! Prizes included gift cards to Chili’s, Bed, Bath & Beyond and a $100 Pledge forms for payroll deduction can be found on the American Express gift card. Southcoast intranet, or you can make a gift via credit card There are still four Golden Tickets that have not been turned in. Check at www.southcoast.org\give. If you have any question, your Employee Appeal envelope today to see if you are a winner.

COasTlInes 3 Hockey legend Cam neely featured at Medical staff annual Meeting

hemes of integrated care, shared responsibility and patient and family T experience resonated at the 2011 Physician Annual Meeting, which took place at Café Funchal in New Bedford on November 3.

From left: Keith A. Hovan, Cam Neely, Steven Mendes, MD, and Robert Caldas, DO. About 140 physicians and members of Southcoast administration hospital committees, Dr. Caldas talked about his ability attended the event, which featured a keynote address by Cam Neely, to see things from two perspectives. former star player for the Boston Bruins and now the team’s “Whether looking at things from the system side or president. Neely, who was introduced by Thomas Carr, MD, Chief the physician side, I know one thing —if we are not doing of Cardiac Surgery, spoke on motivating people to be their best and everything we can to view health care from the patient’s the importance of communication with patients and families in perspective, we are failing at our mission of being healers,” the hospital. Dr. Caldas said. “The provision of quality, integrated and Neely is the founder of the Cam Neely Foundation for Cancer comprehensive patient care is the prime directive for all of Care, which provides accommodations, support and compassion us. And doing so does not end with the quality of our clinical to Boston-area cancer patients and their families. Neely’s parents outcomes — with how well we heal the body. We also must both died of cancer over a short period of time and during their consider the quality of the human interactions — what we illness he said he “realized how hard the experience can be on have come to know as the patient experience.” family members.” Steven Mendes, MD, President of the Tobey Hospital “We all want cancer to be gone,” he said. “But while it’s here, Medical Staff, echoed the theme of shared responsibility in families need to know somebody cares about them and their loved commenting on the revision to the Medical Staff Bylaws that one who is ill.” created a unified medical staff across all three hospital sites. Keith A. Hovan, President & CEO of Southcoast Health System “Our medical staff is an independent, self-governing and Southcoast Hospitals Group, greeted attendees and thanked medical staff … we are responsible for the care delivered physicians for all they do on behalf of patients and in preparing in our community, in our hospitals,” Dr. Mendes said. “We for upcoming changes in health care. have this great opportunity to work together — to learn from “This was a year in which physician involvement and each other — across all of our specialties as we begin to engagement has been at an all-time high — a year in which practice across and between our three hospitals. It is our job physicians have come together, worked closely with Southcoast to make sure that we are providing high quality and safe care administration and made great progress in building a system of to our communities.” integrated care that will take us far into the future,” Hovan said. Hovan closed the evening by thanking the medical staff Robert Caldas, DO, Chief Medical Officer, addressed the group for all they do for patients. for the first time since taking on his new role on October 1. Having “It is because of you and your dedication to your patients operated a practice in the area for 23 years and served on numerous that the South Coast region is getting healthier,” Hovan said. “We look forward to another outstanding year.”

Southcoast wins “Best of the Best” hospital chef’s competition

outhcoast Health System’s Food & Nutrition Department proved in schools, the workplace and communities and in people’s lives. s that it can not only dish up tasty and nutritious meals for hundreds “This unique competition accents the skill and artistry of of patients, employees and visitors every day, it can impress some of Massachusetts Health Care System Chefs,” said Susan Servais, Executive the area’s leading celebrity chefs with its heart-healthy and delicious Director of the Massachusetts Health Council. “Each showcased their preparations. ability to create delicious and healthy cuisine, presented in an attractive The team took first place in the “Best of the Best” Culinary and inspirational manner.” In addition to Southcoast, competitors Competition at the Massachusetts Health Council’s annual gala included: held at the Seaport Boston Hotel on October 27. • Atria Senior Living. • Holy Family Hospital. The competition took place during the event’s cocktail • Beth Israel Deaconess Medical Center. • Lahey Clinic. reception where 10 executive chefs from the health care and hospital • Children's Hospital Boston. • Massachusetts General Hospital. industry, along with their teams, whipped up their best signature appetizers in the hopes of becoming the “Best Chef in the Health • Cooley-Dickinson Hospital. • MetroWest Medical Center. Care Industry.” • Hebrew SeniorLife. “When we first heard about the event there was only one goal we had in mind — to win the competition,” said Michael Cogliandro, Manager of Southcoast’s Food & Nutrition department. “There was so much talent in the competition. We knew that we had an ambitious goal, but our team put our minds together and put a great product on the plate. We made it happen.” The team came up with a dish of rare beef tenderloin rubbed with coffee and chili powder over a poached pear on a whole wheat baguette brushed with truffle oil, topped with micro greens, crispy pancetta and a gorgonzola cream. Contest rules required that the dish not contain any trans fats and less than 10 percent of the total calories could come from saturated fat. Southcoast’s Food & Nutrition team was revealed as the winners by celebrity chef Ming Tsai. Chef, Todd English was also in attendance. The competition celebrates the mission of the Massachusetts Back row from left: Andrew, Zalisk, Executive Chef, St. Luke's; Mark Fagan, Vice President of Health Council, which is to promote healthy living in Massachusetts, Operations, Hospitals, Sodexho; and Nancy Arnett, Senior Vice President of Operations, Hospitals, Sodexho. Front row from left: Shauna Spillane, Patient Services Manager, Charlton; Michael Cogliandro, Site Manager, Food & Nutriton Services, Charlton; Robbin Sadlers, Catering Manager, COasTlInes 4 Southcoast; and Gregory Deliberis, Director of Food & Nutrition Services, Southcoast. News Briefs

Opthamologist, David W. Kielty, OD, MD , has joined Charlton Charitable Trusts pledges $2 million Southcoast Physicians Network. He currently practices at and is the owner of Independence Eye Associates in to southcoast Centers for Cancer Care Dartmouth and will also hold office hours in Wareham at Southcoast Health System at Rosebrook. Dr. Kielty Donation names Fall River cancer treatment site in honor of Ruth Charlton Mitchell has special expertise in medical and surgical treatment of cornea problems. For the past 10 years he has arle P. “Chuck” Charlton II announced a $2 million pledge from the participated in The Cornea Donor Study, the results e Charlton Charitable Trusts to benefit the campaign for Southcoast of which were recently published in the American Academy of Ophthalmology Journal. He has also Centers for Cancer Care. published articles and research results in several professional journals and textbooks. Dr. Kielty is board

certified in ophthalmology and has more than 15 years experience as a practicing ophthalmologist. He is a The pledge, which was announced at a ribbon cutting ceremony on November 1, clinical faculty member at Tufts University instructing continues the Charlton Trusts’ long legacy of giving to Southcoast Hospitals Group and medical students, fellows and residents on surgical will honor Ruth Charlton Mitchell by naming the Fall River site of Southcoast Centers procedures, including cataract surgery and corneal for Cancer Care in her memory. transplants. Dr. Kielty, who is bilingual in English and “Part of the intent of the Trustees of the Charlton Charitable Trusts is to help ensure Spanish, is currently accepting new patients. the people of southeastern Massachusetts have what they need,” said Charlton, who is also a trustee emeritus of Southcoast Health System and Southcoast Hospitals Group. Larry D. Ross has been named Executive Director of Laboratory Services of Southcoast Hospitals. In his “We chose to make this pledge to the Southcoast Centers for Cancer Care because, as part role, Ross will oversee the strategic direction for of Southcoast Health System, the centers provide essential services to the area.” Laboratory Services while leading the high-volume, The pledge from the Charlton Trusts brings the Southcoast Centers for Cancer Care scientifically sophisticated and operationally complex Campaign to $12.6 million funds raised with a goal of raising $15 million for the laboratories across the Southcoast system. Before two centers. joining Southcoast, he served as System Laboratory “This generous gift to the Administrative Director at Oakwood Healthcare Inc., a four-hospital system headquartered in Dearborn, Southcoast Centers for Cancer Mich. Ross is an active member of the Clinical Laboratory Care from the Charlton Charitable Management Association and the American Association Trusts once again demonstrates of Clinical Chemistry. He is also a College of American the Charlton family’s support for Pathologist Inspector. Southcoast as the leading provider of health care in the region,” said The Southcoast Diabetes Management Program Keith A. Hovan, President & CEO recently opened an office at the Linden Tree Family Health Center in Portsmouth, R.I. The Diabetes of Southcoast Health System and Management Program joins Southcoast rehabilitation Southcoast Hospitals Group. services, radiology, laboratory and physician services “This truly allows Southcoast to Earle P. “Chuck” Charlton, center, is interviewed by Hec Gauthier of WSAR at the Linden Tree site, located at 2444 East Main Road. continue to bring the best possible during the ribbon cutting of the newly-renamed Ruth Charlton Mitchell The program is certified by the American Diabetes Pavilion, as Keith A. Hovan looks on. cancer care and technology to the Association and offers a comprehensive series of entire region. We are so thankful to Mr. Charlton for supporting us in this endeavor.” educational sessions designed to give adults and their families the knowledge to live their lives with diabetes. The Southcoast Centers for Cancer Care’s physical location at Charlton Memorial Southcoast will also offer educational lectures on topics Hospital in Fall River will now be known as the Ruth Charlton Mitchell Pavilion. Mitchell such as insulin pumps and glucose monitoring in addition was the oldest of Earle Perry and Ida S. Charlton’s three children. Born in 1891, she passed to free screenings at the Portsmouth location throughout away in 1995 at the age of 104. Mitchell was the sister of Earle Perry Charlton Jr. and the year. Virginia Charlton Lincoln. After the passing of her father in 1930, Mitchell took over his philanthropic efforts and, in 1957, following the passing of her mother, she became the Ron Pelletier, LICSW, CEAP , has accepted the major force within the Charlton family and the family trusts. Mitchell remained a strong position as Manager of Southcoast’s Employee Assistance Program. Pelletier has been an EAP influence into her 90s when she began to hand her duties as trustee of the Charlton Coordinator for more than 18 years. Pelletier is currently Charitable Trusts over to her nephew, Earle P. “Chuck” Charlton II. President of the MA/RI Chapter of the International Charlton is a trustee of the Charlton Charitable Trusts that were established by his Employee Assistance Professionals Association. As grandfather, Earle Perry Charlton, founder of E.P. Charlton Five & Ten Cent Company, manager, he will be responsible for budgeting, marketing, which later became F.W. Woolworth. overall client relations and business development in One of Earle Perry Charlton’s first gifts was $25,000 in 1923 for a new wing to Truesdale addition to seeing clients. Southcoast’s EAP has three coordinators in addition to Pelletier — Barbara Burke, Hospital. Four years later he made what was then an unprecedented $500,000 donation to LICSW, CEAP, Kathy Riley-Keough, LICSW, CEAP, and fund the entire Charlton surgery wing. Truesdale Hospital became Union-Truesdale in 1975 Lois Weiss, LCSW, CEAP — who are available to assist and was renamed Charlton Memorial Hospital in 1980 with a $1 million contribution by employees and their family members. Anyone interested the Charlton Trusts — at the behest of Ruth Charlton Mitchell — to the Union-Truesdale in taking advantage of the Employee Assistance Program building fund. can continue to contact any of the coordinators at The Charlton Charitable Trusts have continued to support Southcoast Hospitals 508-679-7171. throughout the years. In 2001, a $2 million grant helped establish the Open Heart Surgery In Memoriam Program at Charlton Memorial Hospital. In 2007, the Charlton Trusts made a $2 million Margaret “Peggy” McManus-Gilmette, MSW, died gift to the St. Luke’s Hospital Capital Campaign. Most recently the trusts made a $1.2 on October 10. She began her career at Southcoast in million donation in 2007 to establish the Goodspeed Chair Endowment in recognition 1991 and recently celebrated her 20th anniversary as of the career of former Southcoast Hospitals President Ronald B. Goodspeed, MD. a Social Worker at St. Luke’s. She worked on the Family “As a not-for-profit, charitable organization, Southcoast depends upon the ongoing Centered Unit and was instrumental in establishing a support of the community to help meet the constantly growing and changing health care bereavement support group for parents of deceased children. McManus-Gilmette is survived by three needs of the region,” said Barbara H. Mulville, CFRE, Senior Vice President of External children, seven grandchildren and one great Affairs for Southcoast Health System. “The Charlton family’s legacy of giving has enabled grandchild. us to maintain and develop programs and services that are essential to the well-being of everyone on the South Coast.” COasTlInes 5 Keith A. Hovan President & CEO, Southcoast Health System system- Wise and Southcoast Hospitals Group

The following is an excerpt for Keith Hovan’s address at the Southcoast Health recognized as a center of distinction from Blue Cross Blue Shield System and Southcoast Hospitals Group Annual Meeting, which took place of Massachusetts for our exceptional outcomes in spine care. on December 13, 2011. A video of his address is available on Southcoast’s • Our Patient & Family Advisory Council now one year old — YouTube channel. brings together community members and Southcoast executives Our patients. It is, indeed, all about our patients. Everything we do to work side-by-side to improve the patient experience for all. comes down to that simple phrase — it’s about our patients. • We consolidated our home care, hospice and palliative care services That seems obvious, right? It should. That’s why we became doctors, into a new entity, Southcoast Visiting Nurse Association, which now nurses, caregivers, volunteers, trustees and donors. That’s why we focus serves patients from across our entire region. on patient safety, compassion and delivering the right care, in the right • As a not-for-profit hospital, through our Community Benefits place, at the right time. That’s why we fret over improving the patient program, we collaborate with partners across our region to address experience. our most pressing health issues. Because it’s about our patients. • Our Southcoast Physicians Network now has close to 200 physicians, And yet, in today’s turbulent health care world it is sometimes easy all working collectively on quality measures and approaches to to lose sight of that. It is sometimes easy to get sidetracked by the improve care for tens of thousands of our patients. seemingly never-ending battles over health care reimbursement or the • And we are developing our model of integrated care that will prepare national discourse over health care reform. Or how regulations, and Southcoast to manage the total portfolio of health care needs for reporting requirements, and demands from insurers are changing on an thousands of patients across the region. almost daily basis. Or what new models of care delivery might mean At Southcoast we are well along our way to establishing a Care to our organization, and how we should adapt, change — or even Center service line model that brings together administrative and completely change direction — to meet them. medical leadership to focus on our patients’ needs. Our five Care Centers But then you remember — it’s about our patients. It always has been. — cardiovascular, medicine, oncology, primary care and surgery — are And always will be. collectively working on more than 20 major initiatives in 2012 that It’s about being there, at the ready, when we are needed — any time, will ultimately improve our patients’ care and experience. These day or night — with just what the doctor ordered. It’s about making our projects include: patients comfortable, listening to their needs and concerns and treating • Better tools for our caregivers that focus on patient safety and the whole patient — not just the symptoms. It’s about taking a scary efficiency — such as fully integrated electronic health records situation and providing peace and hope. It’s about the trust our patients and physician order entry. put in us, as caregivers and healers, to always put aside our interests and • Fully managed diabetes care for our patients, including a new focus on our patients’ best interests. medical home that focuses solely on patients with diabetes. We live and breathe health care every day. Our patients don’t. What • Easier access to urgent care across our region. we might see as just another routine radiology test, or a blood draw, or a • An outpatient heart failure program that complements our minor outpatient procedure we perform thousands of times a year — to successful inpatient program — and helps keep our patients our patients, it is anything but routine. It is potentially life-altering — safe and secure in their own homes. and it is most certainly life-affecting. On top of that there are cultural • A major breast care program at our Southcoast Centers for and ethnic considerations we must consider. In short, no patient is the Cancer Care. same — and each deserves to always be the center of our world. • Development of comprehensive coordinated programs that And it is there — with our patients at our core — where the emphasize convenience, such as our new Southcoast Brain & Spine Southcoast of today and tomorrow converge. Where we put all of our Center, our Thoracic Clinics in Fall River and Fairhaven or our collective energies and talent, our past successes and future innovation Diagnostic Days at our Southcoast Center for Women’s Health. — into meeting our patients’ needs — and exceeding their expectations. • And improved hospitalist and intensivist programs that focus on It starts with the creation of a healing environment. That means inclusion and communication with our patients and their families. examining the care we deliver — and the environment we create — through our patient’s eyes and ears. It’s a very long list … with just one goal — it’s about our patients. Right now we have three major initiatives underway to address some You must have great ideas and a lot of energy to reach that goal. It of our patients’ most frequent concerns — how we respond to call lights, also takes incredibly great people — and we are fortunate to have that our sensitivity to the noise we create and how we help our patients in abundance at Southcoast. Our exceptional team of some 7,000 deal with pain. We call these “Innovation Units” — working patient employees embody the commitment and spirit of patient-centered care experience labs where we have empowered our leadership, staff, patients — they give of themselves every day to ensure our patients have the and their families to think differently about these issues — to see them best, most compassionate care. through the eyes of our patients and find solutions in partnership with Beyond our great employees, there are many others who contribute our patients, not just because of them. to the success of Southcoast — those who also give of themselves to These efforts are just a few of the amazing things we are doing, right ensure we deliver for our patients, every day — physicians, volunteers, now, at Southcoast. You will find evidence of our commitment to auxiliaries and guild members, leadership, our many generous donors patient-centric care everywhere: and our trustees. This past year was strong for Southcoast. We grew in many areas, • We earned the Patient Safety Excellence Award from HealthGrades shored up our foundation with the development of our Care Center for a second straight year. model and reached out into our communities in new ways. The coming • We are again ranked in the top 5 percent in the U.S. in heart year will pose new challenges — from new ideas for care delivery, to new care — and, for the first time, in the top 5 percent in the country ideas for payment reform, to new regulations aimed at patient safety. We for heart surgery. will meet those challenges boldly and vigorously. While the health care • Our bariatric surgery program remains among the best in world may define us as a community health system, we know we are Massachusetts — and this year was named among the best in much, much more. We are a community treasure, built upon the hard the U.S. by HealthGrades. work and collective vision of thousands of people, always striving • Our emerging Southcoast Brain & Spine center has been toward a shared singular goal — it’s about our patients.

COasTlInes 6 Patrick Gannon Vice President of Performance Improvement Chief Quality Officer, Southcoast Health System Quality &Safety

I got my flu shot. Did you? is ongoing and his lifestyle has changed forever. As a result of the flu and the complications that followed, he now has breathing If not, why not? Even though it is January, it is not too late. problems and asthma — he may never run again. Because of his Many of you have already joined our Force Against the Flu. As of devastating experience, the hospital he worked for implemented a the end of November more than 60 percent of our employees have been policy mandating that all health care workers who interact with vaccinated. That rate was before we announced the drawing for some patients receive the flu vaccine, and recommending that all other really great prizes. As I write this, I am hopeful that we will see a hospital staff do so as well. significant increase in that number. While Griffin’s story may be extraordinary, there is nothing While there are certainly people who should not get the vaccine preventing such a catastrophic illness in any one who does not get because of allergies to eggs or medical reasons and some whose religious a flu vaccine. You can go to www.facesofinfluenza.org to see more beliefs do not allow it, there is compelling evidence that the rest of us stories of people whose lives have been changed forever by a serious definitely should be vaccinated. bout of the flu. • 36,000 Americans die from influenza each year. Getting vaccinated not only protects you, it protects your loved ones • 200,000 Americans are hospitalized with influenza each year. and our patients. It’s another way that we can embrace our mission of • You can be a carrier of the influenza virus, not be ill, and still “caring for the health of the community.” Every day, you work hard spread the virus to others. to help our patients get better. To accomplish this goal, it is critical to As an employee in a health care facility, you are at special risk. keep both patients and our health care personnel safe from health Health care personnel are a common source of transmission in the care-acquired infections — including influenza. Can you imagine how health care setting and are also made vulnerable by their constant you would feel if you found out that you had transmitted the flu to exposure to people who are ill. Consider this story about a health one of your patients? care worker from the American Lung Association’s website feature While the vaccine is not perfect, it is our best current defense against “Faces of the Flu:” the flu, reducing the chances of catching the virus by 70 to 90 percent Hospital employee, Randall Griffin, was a healthy 50-year-old with in healthy adults. And the flu vaccine is safe. You cannot get the flu a clean bill of health. The avid runner didn’t think he needed a flu from it; the injection contains an inactivated virus. vaccine. But in the spring of 2009, he suddenly became severely As an employer, we are not trying to tell you how to live your ill and ended up in the emergency room where his condition life; but as an organization that is responsible for the health of our continued to decline. Griffin was diagnosed with influenza, which community, we are encouraging you to do your part by getting the flu led to the development of double pneumonia, kidney failure and vaccine. By virtue of working for a health care system, it’s important respiratory failure. He required dialysis, a tracheotomy and a to live and project healthy lifestyles. Living our mission has to be both ventilator to stay alive. Within a week, Griffin was in a coma that personal and organizational. If you have already declined the flu lasted more than a month. When he became conscious again he vaccine and changed your mind, you can still contact Employee found he had lost a significant amount of weight and the ability Health and get a vaccination. to eat, use his hands, speak and walk. Griffin spent four months in Do it for yourself, do it for your family, do it for our patients — get the hospital and another three months at home recovering from his your vaccine today. illness. While Griffin’s condition continues to improve, his recovery

William E. Grigg CPA, FHFMA Chief Financial Officer Southcoast Health System financial Update

For the One Month Ended October 31, 2011 • There were significant increases in volume and associated revenue with the Physician Affiliates compared to the prior OPERATING RESULTS year. The increases are a result of the hiring of new Southcoast Health System began the fiscal year slightly behind budget, physicians and to the improved volume performance generating a gain from current year operations of $1.7 million. Both from physicians in the first three years of practice. inpatient and outpatient volumes struggled while operating expenses were better than budget in October. Income from operations is $509,000 behind the prior year. Month of September Year-to-Date

Selected highlights for October also included: Actual Budget Difference Actual Budget Difference • Acute length-of-stay in October of 4.66 Average Daily Census 547 577 (30) 547 577 (30) has improved by 1.1 percent compared Hospital Discharges 3,637 3,781 (144) 3,637 3,781 (144) to prior year. • On an adjusted occupied bed (AOB) basis, Average Length-of-Stay 4.66 4.73 (.07) 4.66 4.73 (.07) Hospital FTEs and salary costs were over budget in October, due to the reliance on Surgery Cases 2,801 3,094 (293) 2,801 3,094 (293) overtime and agency staffing. Emergency Room Visits 15,131 15,284 (153) 15,131 15,284 (153) • Oncology volumes were mixed in October. Medical treatments exceeded budget by 10 Home Care Episodes of 478 539 (61) 478 539 (61) Care (Medicare only) percent however, radiation treatments were short by 25 percent.

COasTlInes 7 the Interview Robert Caldas, DO Chief Medical Officer

Robert Caldas, DO, Southcoast’s new Chief Medical Officer may be new to Southcoast as an administrator, but he is no stranger to the South Coast region. Dr. Caldas grew up in New Bedford and spent 23 years in a predominantly Portuguese-speaking practice. He has also been active in Medical Staff affairs serving on several committees and as Chair of the Department of Family Practice at St. Luke’s. The combination of these experiences has provided Dr. Caldas with the unique opportunity of viewing the delivery of patient care from the perspectives of both the practitioner and the health system. Here, he talks about how that dual perspective leads him to understand that health care is about only one thing — the patient.

What has being able to experience health care both as a practitioner to understand that any patient that comes under our care is not and an administrator taught you? the sole responsibility of any single one of us — that patient is It’s taught me that what we really need to do — administrators, the responsibility of all of us. physicians and all health care workers — is look at what we do from To excel in this shared responsibility we all — physicians, the perspective of the patient. If we do not, we fail at our mission of administration, system staff and trustees — need to find ways to being healers. We talk a lot about the quality of care, which is very improve and increase communications. We have already made great important, but great care doesn’t end with quality. strides in this area. Our clinical Care Centers and the ongoing transition to electronic medical records are two examples that What kinds of things should health care look at, besides quality? immediately come to mind. We need to consider the quality of human interactions — what we have Was it hard to close your practice after 23 years? come to know as the patient experience. We need to ensure that care is Closing my practice was a big decision — and an emotional process. integrated and comprehensive; to be sure it is easy for patients to get I had developed very close relationships with many of my patients. the care they need and to help them understand what is happening to The fact that I spoke to them in their language — and had an intimate, them and what we are doing to help. We need to encourage patients to first-hand understanding of their culture — meant a lot to them. become partners in their own care and we need to work together for the It helped to dissipate their fear of the unfamiliar and demystify the common good of the patient. health care world. I think my most humbling moment came when These issues are going to become even more important as we I told a patient, many years my senior, that I would be closing my transition to the accountable care organization model where we will practice. He said, “You’ve been like a father to me.” no longer be paid for simply providing a service when a patient is ill. His comment drove home — more than any — the responsibility Instead we will be compensated based on the level of the quality of we have to our patients. Simply put — the patient must always come that service and how healthy we keep a patient population. first. It is crucial that we provide a patient with the kind of quality

What needs to happen to accomplish this? health care that not only serves their immediate need but ushers them As health administrators, physicians and clinicians, we need to work along the road to wellness and provides the experience that creates as a fully integrated team for the benefit of our patients — and come understanding and trust.

Editor Patricia Giramma Graphic Designer Jane Tucker Contributors Patrick Gannon, william e. Grigg, CPa, fHfMa, se… Keith a. Hovan th-Wi Photographers Jane Tucker eal Use the Health Tracker at www.southcoasthealthquest.org to Address inquiries to: editor, Coastlines H Marketing & Public Relations, southcoast Health syste m store, maintain, track and manage your health information in 101 Page street, new Bedford, Ma 02740 one centralized, private and secure location. You can keep track [email protected] of dates for important screening tests like mammograms and pap smears as well as log your blood pressure, weight, cholesterol and other important health information.

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