Local people WORKING TOGETHER for healthier communities.

2013 Annual Report of Caring Making a significant footprint in upstate New York How much of a mark does The Lifetime Healthcare Companies make on where we live and work? Considering that we serve 1.8 million members, employ almost 6,000 people and are one of the area’s largest consumers of local goods and services, our company has a pretty big footprint. We’re talking billions of dollars that The Lifetime Healthcare Companies pours into the local economy each year.

Here are some facts and figures from our annual economic report, “Contributing to a Healthy Economy for Upstate New York.” In 2012, we

Disbursed $5.2 billion Paid employees Spent $325 million Added $203 million Paid more than to more than 130 hospitals, $386 million on local goods to the upstate New York $1.5 billion 18,000 providers and services economy through indirect in taxes and and 61,000 pharmacies and induced spending, assessments. generating an additional 1,755 jobs Health care is LOCAL. That’s the way it should be.

Chris Booth, CEO of The Lifetime Healthcare Companies Photo by K. McKinzie, Rochester Business Journal

All politics is local. Health care is local, too. That’s the way it should be. You want your medical care from doctors and hospitals near where you work and live.

That’s why it’s important that your health insurer is local, too. As a health plan and provider of health care services, we have a vested interest in the well-being of our members, patients, providers and communities. Our mission statement says it all: provide affordable access to quality care.

We collaborate with others in our communities to improve the health and quality of life of adults and children, and we partner with hospitals, doctors and other health care professionals to deliver care effectively and efficiently. Mark Cohen, one of our Lifetime Health Medical Group physicians, says when you focus on quality, everything else follows. I agree.

The proof is in the results. National accrediting organizations consistently rate our services high. Health care costs in our communities are significantly lower than national averages. Upstate New York’s uninsured rate is also substantially below national averages. In fact, the uninsured rate is already below the long-term targets for federal health care reform.

We’ve spent the last three years implementing Affordable Care Act provisions and preparing for the health care exchange. Our employees worked long and hard to get us ready for the New York State of Health marketplace.

Although I’ve been CEO of The Lifetime Healthcare Companies for just over a year, I’m confident that this company is headed in the right direction. I’m excited about our future and our contributions to upstate New York. We have a great senior leadership team and talented, hardworking employees. We have a long-term plan that will guide us through changes in the health care industry.

Our hearts are in the right place: to stay a nonprofit organization and bring value to our members and communities. The big picture of our success is the reflection of innumerable individual customer experiences. Whether we’ve helped a member, a patient, a provider or a member of our community, we believe we have meaningfully affected people’s lives for the better.

In this publication, we share stories about the people and organizations we’re honored to serve and support. I’m proud to be part of a company that truly cares about this place we call home.

1 EXCELLUS BLUECROSS BLUESHIELD, CENTRAL NEW YORK REGION Based in Syracuse with an additional office in Watertown

EXCELLUS BLUECROSS BLUESHIELD, ROCHESTER REGION EXCELLUS BLUECROSS BLUESHIELD, Based in Rochester UTICA REGION Based in Utica with offices in Plattsburgh and Oneonta UNIVERA HEALTHCARE Based in Buffalo with an additional office in Lakewood

EXCELLUS BLUECROSS BLUESHIELD, SOUTHERN TIER REGION Based in Elmira with an additional office in Binghamton

EXCELLUS BLUECROSS BLUESHIELD &UNIVERA HEALTHCARE Collectively, our health insurance companies and subsidiaries fall under the name of The Lifetime Healthcare Companies. We operate as one company, but the vast majority of our business is as upstate New York’s largest nonprofit health insurer. As Excellus BlueCross BlueShield, we serve members in 31 counties in four main regions: Central New York, Central New York Southern Tier, Rochester and Utica. In eight western New York counties, we operate as Univera Healthcare.

We have many programs and services dedicated to our members’ care—from medical and pharmacy management to Medicare Advantage plans and safety net programs for underserved populations. We also collaborate with hospitals, doctors and other professional health care providers to ensure that the care they provide is safe, effective and efficient.

We believe that it takes many people and organizations to build better communities and so we partner with and support other local nonprofit agencies that believe improving where we work and live is the right thing to do.

The value of our community-based, nonprofit health plan • Lower margins that help produce lower premiums. • Strong commitment to safety net programs. • Safe, but modest reserves. • High-quality coverage and service. • More of the premium spent on medical benefits. • Local partnerships that improve care. • Higher rate of employment-based coverage. • Positive economic impact. • Lower uninsured rate.

2 Taking care of

CUSTOMERS one member at a time

3 Jacinta and her daughter, Sarai. 4 Jacinta counts

CHILD HEALTH PLUS a blessing

When Sarai was an infant, she had constant ear infections. Her mother, Jacinta, recalls taking her daughter to the pediatrician’s office sometimes twice a week. With her insurance copays costing $20 a visit, the fees started to add up quickly. But what could she do? This was her daughter’s health.

Enter Child Health Plus, the New York state sponsored plan that provides free or low-cost health insurance for children ages newborn to 19 who live in-state. Because there are no office visit copays and there is a lower premium, Jacinta knew that enrolling Sarai in Child Health Plus was a no-brainer.

“Child Health Plus alleviates a financial burden,” says Jacinta. When Sarai was 13 months old, Jacinta enrolled her daughter in Child Health Plus. Jacinta is grateful for the coverage it provides, including outpatient surgery to have tubes inserted in Sarai’s ears when she was 18 months old.

Now that Sarai is 5, she has outgrown her ear infections, but still needs sick and well-child visits with her pediatrician. Child Health Plus also covers prescriptions, hospitalizations, regular medical services, checkups, immunization shots, vision care, dental care, mental health care, X-rays and basic laboratory tests. The plan also covers hospital emergency room treatment if it involves an actual medical emergency or accidental injury.

“No child should have to go without health care in New York,” said Sheila Betters, Safety Net and Government Programs Sales and Marketing Director.

Family size and income determine monthly premium costs. Excellus BCBS and Univera Community Health, along with other insurers, administer Child Health Plus and other safety net programs

With the money she saves with Child Health Plus, Jacinta can better afford for Sarai to attend The Harley School. The independent college preparatory school has a flexible tuition program, allowing parents to pay what they can afford and providing financial aid for those like Jacinta who need assistance.

“I may be biased, but I think Sarai is academically a whiz,” said Jacinta. “She loves school, math, science and writing, anything that involves learning.”

“Last weekend, we rode our bikes so she could collect things around the neighborhood to make a science project.”

Jacinta described her daughter as a “girly girl” who is soft spoken but doesn’t bite her tongue, keeping her mom on her toes.

“She is the love of my life, my everything,” said Jacinta. “I’m glad I have Child Health Plus to keep her healthy.”

5 CUSTOMER SERVICE comes through for Darleen

Nervous. Darleen Snyder of East Syracuse was like many members who call Customer Service. Unsure of what to expect, they sometimes anticipate the worst.

Although Excellus BCBS had been paying claims for the medical equipment Darleen needed to treat an old injury, earlier this year the medical equipment company began billing her. When she contacted Customer Service to ask why her claims were denied, Customer Service Advocate Danielle (Dee) Caryl answered her call.

“When Dee took the call the first two times, then offered to speak to the billing company to reduce the stress for me, what a relief!” Darleen recalled.

After investigating Darleen’s claims, Dee learned that the Excellus BCBS member mistakenly had applied to another insurer that covers work-related injuries. Turns out the coverage wasn’t applicable. However, she had to complete the paperwork in order for that insurer to deny her application and for Excellus BCBS to pay her claims.

On top of everything, Darleen was going through a difficult personal time because a family member was seriously ill.

Dee walked Darlene step by step through the necessary paperwork. It took a few months and many phone calls to resolve the issue. Darleen would only talk with Dee.

“I didn’t want to have to go through the whole scenario with someone who was new to my case,” Darleen explained. She appreciated that she wasn’t passed from one person to another. If Dee wasn’t available, Darleen would leave a message. Dee called her back at the first opportunity.

“Dee gave me directions. She kept me calm. She listened. She’s a very caring, remarkable person. I call her one of my angels,” said Darleen, who agreed to be photographed with Dee for this publication.

For Dee, helping Darleen and other members through a difficult situation is the best part of her job. Although Customer Service aims to resolve a member’s question with one call, complicated issues like Darleen’s may involve many calls.

A Customer Advocate for two years, Dee had planned on a career in education, but found that teaching positions were almost nonexistent when she graduated. She often uses her teaching skills as she reviews claims with members.

Dee, like all Customer Service Advocates, trained for weeks before going solo. Advocates must be knowledgeable about different product contracts and keep detailed notes about their conversations. They also learn how best to put customers at ease when talking about personal health issues.

“It’s inspiring to help a member. Sometimes all it takes is one five-minute phone call to make or break someone’s day.”

Her favorite calls are nervous members who expect they will have bad service. She feels gratified when they comment on how much easier talking with Customer Service was than they had expected.

By call’s end, many members ask to take the survey about their service. Some say they will ensure that their friends and family know how pleased they were with the service.

“They aren’t used to speaking to a company that treats its members so well,” said Dee.

“Those kinds of calls make me smile. Not only did our conversation make their day, it made mine, too! I love my job!”

6 Customer Service Advocate Danielle Caryl, left, and Darleen Snyder, Excellus BCBS member. 7 8 Medicare Advantage members exercise ®

SILVER&FIT benefit to improve their health

A few years ago, when Esta Miran pulled a tendon hiking, her doctor recommended surgery. She has avoided surgery so far because swimming and practicing tai chi have helped to strengthen her feet and legs.

Her husband, Michael, has high blood pressure and diabetes, but has been able to control both with regular exercise, including yoga, stress reduction techniques and using exercise machines.

Both Esta and Michael get a leg up on their regular exercise routines through Silver&Fit, a gym benefit that is part of their membership with Excellus BCBS’s Medicare Advantage program.

Esta believes staying active plays a large part in improving physical and mental health and that it has helped Michael and her avoid costly and intrusive medical care.

“Exercise is a lifeline,” said Esta. “Peace of mind comes from regular practice.”

Silver&Fit member Elaine Gioseffi also benefits from a regular exercise routine. Diagnosed with Alzheimer’s disease in 2003, Elaine is now in stage 6 of 7. According to the Alzheimer’s Association, there are seven stages of Alzheimer’s, ranging from no impairment to very severe decline.

Elaine has been going to the gym regularly for about 20 years. Her family, friends and gym staff make sure she continues her routine at a local Curves three times a week. She has neuropathy in her legs and has some trouble walking. Staying active has helped Elaine strengthen her muscles.

Her husband, Ben, believes the constancy of the gym and exercise helps Elaine stay focused. At the gym, she sees the same faces and follows the same routine each time.

Socialization is also important for Elaine’s well-being, Ben believes. Last summer, Elaine and he attended a Rochester Red Wings game along with 200 other Silver&Fit members.

“Going to the gym and being around others makes her feel part of something and gives her moments of normalcy,” Ben said. “And that makes me feel good, too.”

Medicare Advantage members have a choice of three exercise programs through Silver&Fit: participation at designated fitness facilities, home exercise DVDs or membership in out-of-network facilities. Because Excellus BCBS subsidizes the cost, fees are greatly reduced.

Esta and Michael Miran Elaine Gioseffi

9 CARE MANAGERS make sense of members’ multiple medical needs

Paul’s Member Care Manager “a godsend” The first time “Paul” knew he had issues with his heart was when he had a heart attack in his early 60s. Although he survived the attack and was discharged from the hospital, now what?

“My cardiologist was terrific, the hospital was great, and I was confident I was in the right hands to get through this,” Paul said.

“But as I came to understand that I had a long-term role in my recovery, I started to worry about being up to the task.”

As a Univera Healthcare member, Paul has someone who is looking out for his health and can help him understand his condition and minimize complications: a Member Care Manager.

Likening her role to that of an air traffic controller, Marleen Rein, RN, BSN, is one of several Member Care Managers who coordinate and facilitate care for Univera Healthcare and Excellus BCBS members who have acute, critical and complex medical needs or psychosocial issues. Members’ medical conditions include but aren’t limited to asthma, congestive heart failure, coronary heart disease, respiratory disease, diabetes or depression.

Member Care Managers work over the phone one-on-one with members. They provide a comprehensive, evidence- based approach to health through programs that encompass the entire continuum of health from prevention to end-of-life care.

“We help members understand their conditions and minimize complications,” said Marleen. The program also includes a 24-hour coaching line.

A member may have multiple health care professionals involved in his or her care—a primary care physician, one or several specialists, nutritionists, pharmacists, physical therapists, etc. And, he or she may need help with transportation, obtaining medical equipment or juggling multiple medical visits.

And making sure everyone is working in concert, rather than at cross-purposes, may be too much for a member whose health is not 100 percent.

“We’re here to educate and facilitate so that our members can achieve the best possible health outcome and quality of life,” said Marleen, who said she developed a great teaching relationship with Paul.

“Paul now has a better understanding of his medications and condition, and he’s exercising every day,” said Marleen. She helped him secure additional resources for ongoing information about a heart healthy diet and a healthier lifestyle.

At a recent visit, Paul’s cardiologist gave him a great report and encouraged him to continue what he’s doing.

“As on top of things as I think I am, having Univera Healthcare pair me with a Member Care Manager was a godsend,” said Paul.

Univera Healthcare and Excellus BCBS members who want more information about Member Care Management can call 1-800-860-2619 (TTY 1-800-421-1220).

10 Marleen Rein, RN, BSN, Member Care Manager. 11 Danielle Banaszak, RPh, Clinical Pharmacist. 12 Better, safer, cheaper: our

PHARMACY BENEFITS program serves members in multiple ways

With prescription drugs, patients often don’t know what they don’t know. As a Clinical Pharmacist for Excellus BCBS and Univera Healthcare, Danielle Banaszak, RPh, advises members about possible drug interactions, the importance of medication adherence and ways they can save money on their prescriptions.

Danielle is one of 12 pharmacists who work in our internal, full-service pharmacy benefits management division. FLRx manages prescription drug benefits for 1.8 million members across our 39-county service area as well as for our national accounts. It also supports corporate Medicare Part D drug benefits and manages medical drug benefits for members, e.g., those who have Child Health Plus, Medicaid or Family Health Plus coverage.

A member can request a consultation with one of our clinical pharmacists on his or her own. In addition, a Care Manager who identifies a drug-related issue may enlist a pharmacist’s help. Our pharmacists are trained to review members’ medica- tions and offer suggestions regarding possible interactions, medication adherence, the appropriateness of therapy or ways to save money. They also talk with dispensing pharmacists and providers on members’ behalf.

“We focus on ways to optimize therapy, improve quality, safety and cost savings,” said Danielle. “It’s really rewarding when you can help someone achieve better health and save money through better pharmacy management.”

Here are just a few examples of members Danielle has helped in the past few months. Members’ actual names are not used in order to protect their identity.

Darrell was about to hit the “donut hole” of his Medicare Part D plan, requiring him to pay for his prescriptions out of pocket until he reached a catastrophic coverage limit. Was there anything he could do to avoid hitting the hole? Upon reviewing his pharmacy claims history, I made a few suggestions for him to bring to his doctor. For example, if he used a different sleeping pill, he could save about $90 a month. Darrell calls me every couple of months to make sure his prescription spending is not near the donut hole.

Julia had multiple medical conditions. After reviewing her medication history, I noticed two serious drug interactions. One included her medication to prevent another stroke or heart attack. With Julia’s permission, I faxed her doctor information about both drug interactions and suggested safer alternatives that would work for both conditions. I also recommended that Julia switch from insulin pens to vials, saving her $50 a month in copays based on her member benefits.

I advised Sandy that she would qualify for “extra help” paying for her medications through Medicare because she is on permanent disability. I gave her the numbers to call to apply for the extra assistance and told her how to obtain a free inhaler.

It was little wonder that Letitia couldn’t afford her seizure medication; it cost hundreds of dollars a month! By recommending that she ask her doctor to prescribe a generic alternative to take twice a day instead of the costlier brand-name drug once a day, she is now saving $430 a month!

Donald, who had been laid off during the winter, was called back to work. Trouble was, he suffered pain in his shoulder and elbow. Although his doctor had given him samples of a brand-name anti-inflammatory drug, he was only taking it on

13 days he worked in order to ration his supply. He told me that he had no relief when he tried ibuprofen and naproxen. When I advised him that our step therapy program required him to try meloxicam, he said he thought he had. He gave me permission to call his pharmacy to determine if he had tried meloxicam and to ask his doctor for a prescription if he hadn’t. When I talked with his pharmacist, I found out that Donald had filled a prescription for meloxicam twice in 2011. Since Donald had tried ibuprofen, naproxen and meloxicam, he met the criteria for the brand-name drug to be covered. I put in a prior authorization for his doctor’s prescription for the brand-name drug and got Donald a $15 off coupon for his copay. Donald was extremely happy that he could take his medication daily and that we saved him money!

Stella was having trouble breathing when she worked outside on her farm in the winter. She was easily winded and fatigued. While speaking to her, I found out she was only using her inhaler once a day and wasn’t consistent about taking her asthma medication. After talking with her, she remembered that her doctor told her she can decrease her inhaler use in the summer when her symptoms aren’t so troublesome and then increase use when her symptoms worsened in the winter. I counseled her to use her inhaler twice a day and take her asthma medication every evening. I also sent her information about how to get a $10 coupon for her inhaler copay.

14 Take care of the

QUALITY and everything else follows

15 Excellus BCBS and St. Elizabeth Medical Center COMMIT TO QUALITY CARE

St. Elizabeth Medical Center employees involved in its quality efforts included, from left, front row: Georgi O’Rourke, Kim Witchley, Corrine Ritzel, Lisa Truax; second row, Sister Catherine Michael, Dr. Albert D’Accurzio, Leah Boek, Deborah Benson; third row: Shari Bolton, Donna Bullen, Martha Kodsy; fourth row: Heidi Coluzza, Stacey Misiaszek, Anne Marie Rosato; and fifth row: Kathy Crofoot, Sarah Deming, Teresa Inkawich.

16 St. Elizabeth Medical Center is one of more than 70 hospitals across upstate New York that participates in our hospital quality improvement programs. Dr. Albert D’Accurzio, Vice President of Medical Affairs for St. Elizabeth Medical Center in Utica, shares his experience with quality improvement programs that Excellus BCBS has underwritten. For an explanation of our quality programs, see the sidebar on “A little bit about our hospital quality improvement programs” on page 18.

How do MedMined and Bordering on Zero complement and differ from each other? What are the biggest changes each has brought about? They are alike in that they are tools we use to enhance our quality improvement and patient safety initiatives. MedMined has helped our Infection Prevention staff become more efficient and more effective in our efforts to reduce hospital-acquired infections. MedMined’s electronic surveillance, early trend detection and data reporting features have given us access to better information about our own trends and have allowed us to compare our results with a large group of other facilities. It has also freed our Infection Prevention nurses from the tedious task of chart reviews, enabling them to spend more time developing improvement initiatives and educating staff. Bordering on Zero uses an entirely different set of tools to educate front-line staff members on the “how to” of performance improvement and has empowered them to use their knowledge and creativity to identify and solve problems. In our first BOZ project, the staff of one of our medical/surgical units created an original music video promoting hand hygiene and came up with a number of other original ideas. In part related to the “buzz” created by the video, we have seen an improvement in hand hygiene rates not only on that unit, but throughout the organization.

What has been the reaction of the surgical staff to the Upstate NY Surgical Quality Initiative? What is the best thing to come out of this initiative? This has been a very successful project in many ways. Participation in the American College of Surgeons’ National Surgical Quality Improvement Program has provided us with risk-adjusted, 30-day outcome data benchmarked to other participating hospitals. This information becomes much more meaningful to surgeons than simply reporting internal data. We also had the opportunity to work with other upstate New York hospitals to identify best practices in various aspects of surgical care, such as colon surgery. The Comprehensive Unit-Based Safety Program which we developed as a result of our participation in this program has helped frontline surgical staff to identify and fix potential peri-operative patient safety issues. Our employees were invited to present their experiences at a national conference in San Diego. Finally, the recognition we received for being one of 37 hospitals across the country to achieve “Meritorious Performance” based on excellent surgical outcomes in 2012 was a source of great pride to our surgical staff and our entire organization.

What kind of improvements has St. Elizabeth experienced with the Hospital Performance Improvement Program? We have seen improvements in our Surgical Care Improvement Project and core measure scores and decreased rates of central line-associated bloodstream infections and catheter-associated urinary tract infections in patients in the intensive care unit, among others.

What is your overall impression of this kind of collaboration between hospital and insurer? From the hospital’s perspective, having the insurer help defray some of the costs of these programs is extremely helpful and demonstrates both organizations’ commitment to improving the quality of care. With the financial pressures being faced by hospitals, particularly in upstate New York, many of us would not be able to devote the resources necessary for these very valuable projects without the assistance Excellus BCBS provided.

17 How did Excellus BCBS help you implement them? Obviously the financial assistance was critical. In addition, Excellus BCBS staff has been very helpful as the liaison between the hospital and the various programs. Excellus BCBS has also sponsored educational seminars where these programs and the improvements resulting from them have been featured. This provides an opportunity to network with other facilities and learn from their experiences.

Who benefits from these programs? Everyone—the patients/members that we serve receive better care, and costs to both the hospital and insurer are reduced in the long run.

What else can you say about St. Elizabeth’s participation in these programs? It has been extremely rewarding and we would like to thank Excellus BCBS for having the vision to invest in quality improvement and patient safety. We look forward to participating in additional programs of this type in the future.

A little bit about our hospital quality improvement programs

Bordering on Zero: A partnership among Excellus BCBS, MedMined: This patented data mining technology IGNITE Consulting (via University Health Network allows hospitals to monitor and continuously analyze their in Toronto), and 13 upstate New York hospitals, Bordering patient populations for community and hospital-acquired on Zero is a three-year collaborative to improve patient infections (HAIs). Currently 12 hospitals in the program safety. This includes the prevention of hospital-acquired have realized a combined savings of $17.5 million since infections, reduction of patient falls, prevention of beginning participation in the program. We provide pressure ulcers, compliance with hand hygiene, etc. financial recognition to hospitals for their continued The initiative uses a front-line staff ownership approach efforts to prevent HAIs and attain excellent benchmark to improve care. Excellus BCBS funded the consulting performance. To be recognized as a Quality Leader, services for participating hospitals. hospitals must achieve better than expected results after three years in the initiative. Hospital Performance Incentive Program: In 2013, more than 61 upstate New York hospitals earned more Upstate New York Surgical Quality Initiative: than $24.5 million in quality improvement incentives. In Launched in collaboration with the American College of the past four years, our quality performance incentives Surgeons’ National Surgical Quality Improvement Project, have approached nearly $100 million. We link payments to our initiative uses nationally validated, risk-adjusted, out- improvements in health outcomes and safety, evaluating comes-based tools. Using these tools, 12 hospitals have hospitals on more than 300 performance measures. Our measured and improved the quality of their surgical care. four areas of focused improvement are clinical measures Based on the latest available data in 2012, participating (for heart attack care, heart failure, pneumonia and hospitals’ surgical complication rates are 17 percent surgical care improvement), patient safety, patient below expected rates. Since the program’s inception in satisfaction and efficiency. 2007, patients have avoided more than 365 surgical complications and hospitals have saved an estimated $2.8 million.

1818 Program REWARDS PROVIDERS for providing quality care

Dr. Frank Floyd, Associate Medical Director, leads UHS’s participation in Excellus BCBS’s Rewarding Physician Excellence program.

19 Our Rewarding Physician Excellence pilot program tracked providers’ use of nationally accepted clinical guidelines

Art or science? The practice of medicine is both. Providers rely on science to treat most common diseases, e.g., high blood pressure, diabetes and cardiovascular disease, by using nationally accepted clinical guidelines. Based on evidence-based medicine with large patient populations, nationally accepted clinical guidelines help providers provide care that has stood the test of time.

In the long run, using these guidelines not only results in quality care for patients, but also reduces health care costs associated with hospital admissions and readmissions and unnecessary emergency room visits.

But how successful are providers in working with their patients to follow the guidelines?

Excellus BCBS’s Rewarding Physician Excellence (RPE) program has found a way to measure the adherence of a provider’s patient population to accepted guidelines. With the help of a third-party vendor, Excellus BCBS tracked de-identified data from patients’ electronic medical records (EMR) to determine which providers consistently complied with nationally accepted clinical guidelines in the treatment of their patients. The RPE pilot program financially rewarded physicians who met clinical care targets which were set using national best practice results.

Thirteen upstate New York practices involving 240 care providers—physicians, physician assistants and nurse practitioners— participated in the program.

“After three years, results show improvement rates of 10 percent to 15 percent across all practices in all quality measures,” said Laura Ferris, RN, CPC, Manager of Physician Performance Improvement, Excellus BCBS.

Participation in the program was a no-brainer for Dr. Frank Floyd, Associate Medical Director for UHS in Binghamton.

“My areas of emphasis are quality monitoring and practice improvement,” said Dr. Floyd, an internist.

Laura praised Dr. Floyd’s enthusiasm for the program.

“He drove improvement efforts to focus on the program, creating internal initiatives to energize the physicians and clinical teams to hit target measures,” she said. “Everyone really worked hard on the program and as result, they were successful.”

When UHS met its targets two of the three years, Excellus BCBS paid bonuses to the practice on top of claims reimbursement.

Because clinicians’ share of the incentive was prorated based on their performance, they were more motivated to use the system and use it correctly, Dr. Floyd said.

In addition to monitoring providers’ use of evidence-based care, the program allowed UHS to test its use of EMR.

“We learned two things about electronic medical records,” Dr. Floyd said. “One, when you have a system tied into your EMR to measure quality, it tests your use of EMR as much as it tests clinical performance.

“Two, it engages clinicians to do the right thing, that is, to follow established clinical guidelines for treating specific diseases,” he continued. “The program is based on good clinical evidence to reduce mortality and morbidity.”

Dr. Floyd called the RPE an excellent program, noting that the government and other private insurers soon will be expecting clinicians to demonstrate their use of nationally based clinical guidelines.

“It opened my eyes to what we need to do to be ready for this next step in accountability,” said Dr. Floyd. He expects that providers soon may be compensated on how successful they are keeping their patients out of the hospital, decreasing readmissions and reducing unnecessary emergency room visits.

“When providers focus on giving quality care, then everyone—patients, insurers, our communities and the providers themselves—wins.”

20 PATIENT-CENTERED MEDICAL HOME good for patients and providers

Dr. Mark Cohen, board certified internist and pediatrician with Lifetime Health Medical Group.

21 Care staff treats the whole patient, not a disease

When you improve your patients’ quality of life, everything else follows, said Dr. Mark Cohen, a board certified internist and pediatrician. As associate medical director for Lifetime Health Medical Group, Dr. Cohen spearheaded Perinton Health Center’s inclusion in the Rochester Medical Home Initiative.

“The goal of the patient-centered medical home is to strengthen the clinician and patient relationship,” said Dr. Cohen.

“The result is more personalized, effective and efficient care,” said Dr. Cohen, adding that patient and provider satisfaction increase, patient safety is assured, and health care costs decrease.

In 2009, Lifetime Health’s Perinton Health Center was one of seven practices and 21 physicians who participated in the Excellus BCBS and MVP supported initiative. MVP ended its participation in 2012, but Excellus BCBS extended its involvement to 2014.

Patient-centered medical homes are practices that have transformed and organized how they deliver care according to joint principles that several national physician organizations established and endorsed in 2007, said Laura Ferris, RN, CPC, Manager of Physician Performance Improvement, Excellus BCBS.“These principles provide the framework for ensuring the delivery of integrated, evidence-based, patient-centered care,” she said.

“The expectation is that patients have a personal physician who is responsible, along with the care team, for providing or coordinating an individual’s health care needs across all aspects of the health care system and community. “

This transformed delivery of care also requires insurers to provide innovative payment methodologies that support this added value. As part of the Rochester initiative, Excellus BCBS pays a base chronic illness care management fee to each physician. Practices can also earn additional payment for meeting clinical outcome and utilization measure performance targets.

The care management fee also subsidizes the salary of an integrated care manager for each practice. Although the physician remains “captain” of his or her patients’ care, the integrated care manager coordinates the health care team and follows up on patients who have fallen through the cracks.

For Lifetime Health Medical Group’s Perinton Health Center, Integrated Care Manager Darlene Colby began by reviewing patient data and tracking down those who were “most out of care,” e.g., those who missed their flu shot, mammogram appointment or colonoscopy procedure. Darlene not only schedules appointments, but also educates patients about the importance of maintaining a relationship with their provider care team.

“The medical home practice readily identifies gaps in care and better manages patient’s chronic conditions,” said Dr. Cohen.

Prevention is key to keeping patients out of the hospital and avoiding unnecessary emergency room visits.

Communication with patients is important, too, Dr. Cohen stressed. “We keep in contact with our patients through our patient portal, telephone or postal mail.”

As part of the pilot program, practices had to be recognized as a Level 3 (the highest) NCQA Patient-Centered Medical Home. After Perinton received its recognition Dr. Cohen and other Lifetime Health staff procured NCQA Level 3 recognition for all other practices in the group. It involved 50 doctors in 13 practices in Rochester and Buffalo.

“NCQA requirements are rigorous, but we were already practicing many of the requirements recognition entails,” said Dr. Cohen. For example, Lifetime Health Medical Group had implemented electronic medical records several years earlier, making patient data retrieval simpler.

Lifetime Health’s use of electronic medical records makes it easy to prescribe medications and referrals, track test results, obtain clinical information and support and monitor performance, said Dr. Cohen.

Perhaps the best thing about the patient-centered medical home approach is that doctors focus on the patient as a whole and not a disease, said Dr. Cohen, comparing traditional fee-for-service reimbursement to piecework in a factory.

“As far as I’m concerned, patient-centered care is the only way to practice medicine.”

22 Setting the stage for future HEALTH CARE CAREERS

23 Saadat Badruddin and Kristin Bruce, right, Volunteer Director at Upstate University Hospital at Community General. 24 Saadat’s MASH camp experience leads to volunteering and desire to PRACTICE MEDICINE

Scent can be a powerful memory trigger. For 18-year-old Saadat Badruddin, the smell particular to hospitals will always remind him of his MASH camp weekend in high school. MASH camp, a program of the Central New York Area Health Education Center, gives high school students the opportunity to explore health care careers firsthand. Excellus BlueCross BlueShield has helped to underwrite the program for nine years. (See “A different kind of camp,” page 27.)

The sights and smells of MASH camp at Upstate University Hospital at Community General in Syracuse for Saadat included developing throat cultures, viewing a placenta, performing ultrasounds on other MASH campers and making new friends.

Enthralled with his MASH camp experience as a high school freshman, Saadat decided to volunteer at the hospital on weekends and during the summer. He credits his MASH camp and volunteering experiences as the foundation for his interest in medicine, influencing the direction of his higher education.

“Every moment I spent wheeling patients to their rooms, directing visitors where to go, and conversing with the staff solidified my dream to become a physician one day.”

Saadat, who was born in Syracuse, was an honors student at Jamesville Dewitt High School. The 2013 graduate ran varsity track, played the lead in school dramatic productions and served as president of the school’s National Spanish Honor Society and as a Class of 2013 officer. Saadat also tutored refugee children in English and math at the North Side Learning Center (NSLC) in Syracuse.

“I was exposed to the NSLC when my dad introduced me to the co-founder at our local mosque,” Saadat said.

“After I toured the NSLC, I was convinced that I had found my passion. Working with children was something I never appreciated until I began volunteering there.”

As a hospital volunteer, Saadat saw the value of viewing medicine from both the patient’s and the physician’s perspectives. When applying to colleges, Saadat looked for one that would give him a full background in biological sciences, yet allow him to pursue the “human element” of medicine. Cornell University in Ithaca had just the major he was looking for: Biology & Society. Now a freshman, he’s following a pre-med track at Cornell’s College of Agriculture and Life Sciences.

Fueled by his tutoring of young refugees, Saadat is considering specializing in pediatrics.

“I’ve been told that there are two points in a person’s life where they need help the most, as a child and as an elder. I would enjoy nothing more than to help kids on a daily basis, plain and simple. I would ultimately like to come back to Syracuse and help those on the North Side who are in need of care!”

He credits MASH camp as the perfect push in the right direction for his career.

“I knew that I had an interest in medicine, but MASH camp broadened my horizons by taking me behind closed doors and giving me an experience most people my age would not have access to.”

25 HEALTHCARE OLYMPIAD

Sixty-eight students on 10 teams from nine different school districts participated in the 2013 Healthcare Olympiad competition. The competition gives students in grades nine through 12 the opportunity to work with community health mentors to identify and solve local health care issues. It also encourages students to use their skills and knowledge to solve real-life problems facing their communities. Excellus BCBS and the Central New York Area Health Education Area Center partnered to create a pipeline for future health care professionals in upstate New York.

26 A different kind of camp gives students hands-on experience with health care careers

Excellus BCBS has supported the camps for nine years Our Central New York, Utica and Southern Tier regions of Initial funding along with two Excellus BCBS grant Excellus BCBS have supported the Central New York Area renewals set the foundation for this type of initial health Health Education Center’s (CNYAHEC) Health Career care workforce education. CNYAHEC, in conjunction with Exploration Camps for many years. Established to address hospital partners, will continue and expand the programs. the shortage of skilled health professionals in Central New York, the program provides firsthand experience “Support from Excellus BlueCross BlueShield’s Member in health care career opportunities to local students in and Community Health Improvement grant program seventh, eighth, 11th and 12th grades. They can attend allowed us to engage thousands of junior high and high a two- or three-day MASH (Medical Academy of Science school students across upstate New York in MASH and Health) camp at one of 17 upstate New York hospitals, Camps,” said Richard Merchant, Clinical Assistant a long-term care camp at one of two skilled nursing Professor and CEO of the Central New York and facilities or a weeklong MedQuest or HealthQuest camp Northern Area Health Education Centers. at one of two local medical colleges. At the camps, students learn about a broad range of health care careers “As we follow our MASH Camp graduates through their and participate in hands-on learning. health care careers, we realize the importance of planting the seeds of professional opportunity and local practice Since 2005, the number of camps has grown from four to that MASH Camps provide these students,” he continued. 19; the two long-term care camps started in 2012. During the nine years that Excellus BCBS has supported the “Speaking with MASH Camp graduates six or seven programs, more than 3,000 students have learned about years out from their experience, when they are either the educational and skill requirements and typical job already working in a local health care facility or training duties of different health care professions and the personal to do so, it’s clear that their choice to enter a health care qualities needed for each. A survey of past participants profession and practice locally had its roots in their showed that more than 65 percent of respondents planned MASH camp experience.” to pursue a health profession. Of that number, more than 82 percent felt that participating in a CNYAHEC camp influenced their career choice.

Richard Merchant, CEO of the Central New York Area and North Area Health Education Centers.

27 Respecting

PATIENTS’ WISHES to the very end

Debbie Stamps and her husband, William Scott.

28 Debbie helps her mother-in-law REALIZE HER WISH for a natural death

Fifty years before her death, Deborah Stamps’ mother-in-law executed a living will expressing her wish for a natural death unattached to life support. She shared her wishes in conversation with her family ahead of time. Debbie’s husband, William Scott, was his mother’s health care agent.

When his mother got to the point where she wasn’t eating much anymore, Bill talked to her physicians about the possibility of a feeding tube.

“And, my husband really was about to say, ‘Yeah, get Mom a feeding tube,’” Debbie remembered.

Debbie asked her husband to reconsider.

“Wait a minute, what are you doing?” Debbie recalls asking Bill.

“Your mom was adamant that she did not want artificial feeding. Just because she’s not eating today doesn’t mean we can’t continue to offer food and fluids and make her comfortable and let her still make those choices of whether she eats or not,” Debbie advised her husband.

As a registered nurse, Debbie is knowledgeable about advance directives and end-of-life issues. She is also Vice President and Chief Nursing Officer for Newark Wayne Community Hospital, an affiliate of Rochester General Health System in Newark, N.Y.

“If we place a feeding tube, what would that do? It would put her at risk for infection, she could pull it out, she may not be happy with it, it might not heal well,” Debbie told her husband.

Bill contemplated the decision for a few days. In the meantime, Debbie found his mother’s living will.

“Look,” she told him. “Look, this is what your mom wants. This makes it easier for you not to make a decision that she wouldn’t want.”

Bill honored his mother’s wishes. She passed away several months later.

“I think he was more prepared because of my encouragement,” Debbie said “It made him feel more satisfied with his decision.”

Debbie’s testimonial to the necessity of advance directives is one of several on our website, CompassionAndSupport.org.

Debbie is also Northeast Regional Director of Chi Eta Phi Sorority, a professional organization of registered nurses and nurs- ing students. The purpose of the nursing sorority is to identify a corps of nursing leaders who will be social agents of change, encourage continuing education, recruit for nursing and health professions and stimulate a close and friendly relationship among members.

The local chapter, Beta Chi Chi, presented Dr. Patricia Bomba, Excellus BCBS Vice President and Medical Director of Geriatrics, with its Community Service Award at its annual Founder’s Day last October. The chapter cited Dr. Bomba for her work in advance care planning, Medical Orders for Life-Sustaining Treatment (MOLST), pain management, palliative care, end-of-life issues and elder abuse.

At the Founder’s Day, Excellus BCBS presented a scholarship to Kimberly Bembry, a high-achieving nursing student at Roberts Wesleyan College. The scholarship is one of several that Excellus BCBS’s Office of Inclusion sponsors to attract and retain a diverse workforce and to be visible and supportive in all segments of the community.

29 Five easy steps to ensuring your end-of-life wishes are honored

Learn about advance directives. NYS Health Care Proxy NYS Living Will Advance Care Planning booklet Advance directives from other states

2

Dr. Patricia Bomba Remove barriers by identifying reasons why you don’t want to do an advance directive. Dr. Patricia Bomba, Vice President and Medical Director of Geriatrics for our company, is a nationally recognized advance care planning, palliative care and end-of-life expert. Currently, she serves on the Institute of Medicine’s Committee on Transforming End-of-Life Care. Motivate yourself by focusing on the benefits to you and Dr. Bomba led the effort to pass a 2008 New York state your family. Medical Orders for Life Sustaining Treatment (MOLST) law. MOLST is a set of medical orders for persons who might die in the next year, reside in a nursing home, receive long-term care services or have specific wishes about life-sustaining treatment they wish to receive or avoid. A seriously ill person who has a completed MOLST Complete your health care proxy and living will. form is assured that his/her end-of-life wishes are followed, whether he/she is in a nursing home or hospital, Have a conversation with your family at home or in any other non-hospital setting. and health care provider. Choose the right health care agent. “New York state is ahead of the curve when it comes to Discuss your values, beliefs and what is ensuring patients’ wishes are honored at the end of life,” important to you. Dr. Bomba said. “I hope to parlay the successes of New Understand life support or life- York state into a new national standard that empowers sustaining treatment. patients, their families and physicians to make and share sound decisions.” Share copies of your completed advance directive.

She offers these five steps to everyone 18 years of age and older to ensure your end-of-life wishes are honored. Most of the materials listed here, including downloadable PDFs and videos, and more information can be found on Review and update your advance CompassionAndSupport.org. directives periodically.

30 EXCELLUS BLUECROSS BLUESHIELD CENTRAL NEW YORK REGION After three years, Jay finds funding for LIFE-SAVING EQUIPMENT

Daniel Taylor, public relations officer with Western Area Volunteer Emergency Services in Camillus, demonstrates use of the 12-lead ECG modem to Dr. Marybeth McCall and Dr. Arthur Vercillo of Excellus BCBS. 31 Jay Scott of the Department of Emergency Medicine at Upstate Medical University in Syracuse was on a mission to equip Central New York ambulances with 12-lead electrocardiogram modems. As a paramedic, he had used the modems on a handful of area ambulances that already had them.

“I saw firsthand the benefit that these units offer,” Jay said. “They dramatically cut ‘door-to-balloon’ time for cardiac patients.”

Balloon time refers to the type of catheter used to open up a patient’s blocked arteries or to deploy stents during angioplasty.

When paramedics respond to a call for an individual who is experiencing an acute myocardial infarction, heart attack symptoms or even generalized symptoms, they can quickly attach the 12-lead ECG to the patient. The modem transmits vital diagnostic information directly from the patient to the hospital emergency department.

The advance data sent via the modem allows the hospital to diagnose or identify the patient’s condition while he/she is en route. The hospital can then prepare for the patient’s arrival, mobilizing a cardiac care team and ensuring speedy triage and treatment to lower his/her risk of serious damage to the heart muscle and possible death.

Instinctively knowing that this wasn’t a project to put aside for lack of funding, Jay believed the purchase of additional 12-lead ECG modems was imperative. He patiently approached countless people and submitted numerous grants in an effort to obtain funding.

“I believed we could save more lives and just kept plugging away at it,” he said.

Even as Jay persisted in finding money for the units, he learned of a local research project which found a direct correlation between patients who called 911 with generalized, nondescript symptoms and myocardial infarction.

“The research provided additional evidence in support of having 12-lead ECG modems in all ambulances,” said Jay.

The findings fueled his desire to see the project succeed. But it wasn’t until he connected with Excellus BCBS CNY region representatives that things started falling into place.

In a matter of months, Excellus BCBS agreed to fund the purchase of 37 Physio-Control Life Pak modems to equip municipal and volunteer ambulance companies across five Central New York counties.

“I was elated,” said Jay. “After receiving so many ‘no’ responses to my funding requests, it was great to finally hear ‘yes.’ Three years’ worth of work and energy finally paid off.”

Shortly thereafter, Upstate University Hospital’s Department of Emergency Medicine and Heart and Vascular Center, Central New York’s Emergency Medical Services council and county EMS councils collaborated to ensure that the 12-lead ECG units are individually manufactured to fit the specific agency’s requirements and needs. Then, they are shipped and installed in up to 23 ambulance services in Cayuga, Cortland, Madison, Onondaga and Oswego counties.

Once they’re in place, the modems are up and running. Personnel are trained in their use. Upstate University Hospital, Crouse Hospital, St. Joseph’s Hospital Health Center and Cayuga Medical Center are all equipped to receive 12-lead ECG transmissions through the Physio-Control system.

According to the American Heart Association, each year about 250,000 Americans suffer the most serious type of heart attack —myocardial infarction with ST-segment elevation—caused by obstructed blood flow to the heart due to a blocked artery.

“At least a portion of them in Central New York will now receive the quickest and most appropriate care possible, thanks to the portable ECG modems that will be installed in Central New York ambulances,” said Jay.

“And that will go a long way toward advancing patient care, improving outcomes and saving lives.”

32 Other organizations that Excellus BCBS Central New York region supports

The Hillside Work-Scholarship Connection’s Photo by Dick Blume/The Post-Standard. Healthy Mind/Healthy Body Program The Hillside Work-Scholarship Connection’s Healthy Mind/ Healthy Body Program aims to improve students’ physical fitness and nutrition. Students learn healthy cooking and food preparation skills, proper use of exercise equipment, how to create a community garden, ways to assess their own fitness and nutrition and the importance of healthy eating and physical activity. The program has surpassed its goals to increase participants’ consumption of fruits and vegetables and nutrition knowledge.

Congestive Heart Failure Readmissions Program at Canton-Potsdam Hospital The Congestive Heart Failure Readmissions Program at Canton-Potsdam Hospital eases the transition from hospital to home care for at-risk, frail and elderly patients who have congestive heart failure or pneumonia. Aimed at reducing hospital readmissions, the program provides education, The Lerner Center Diabetes Prevention Program. referrals, follow-up care and home medical supplies, such as scales, glucose monitors, pill boxes and blood pressure cuffs. Hospital staff calls patients or visits them at home af- of being pre-diabetic. Participants in the second cohort have ter discharge. The hospital intends to continue the program also reported positive results, and the initiative is ahead of and expand its efforts to include joint replacement patients. target to train additional coaches. Congestive Heart Failure Readmissions Program at YMCA’s Lerner Center Diabetes Claxton-Hepburn Medical Center Prevention Program The goal of the Congestive Heart Failure Readmissions The Lerner Center Diabetes Prevention Program links Program at Claxton-Hepburn Medical Center is to reduce primary care at St. Joseph’s West Side Family Health Center the number of hospital readmissions for congestive heart with healthy foods that Nojaim Brother’s Grocery Store failure and pneumonia patients. An RN calls each patient provides. The funds also support the development of an 48 hours after discharge and seven days later. The advocate information system at the grocery store to collect data about also ensures follow-up care with the patient’s primary participants’ food choices. This information allows the care provider, reinforces patient education and checks on health center and Diabetes Prevention Program to counsel medication compliance. residents about healthier food choices that will improve Human Services Coalition Diabetes their health status. Prevention Program Healthy Cooking Connection Established to prevent the onset of type 2 diabetes among Healthy food is also the focus of the Rural Health Network adults in Tompkins County, the Human Services Coalition of Oswego County’s Healthy Cooking Connection. This Diabetes Prevention Program includes 16-week group program provides nutrition education and healthy foods sessions, followed by six to eight monthly meetings. for residents who have been diagnosed with chronic Everyone in the first group to complete the core curriculum obstructive pulmonary disease, congestive heart failure, reduced their weight by at least 5 percent and reduced A1C diabetes or morbid obesity and have a low income or live in levels; five participants no longer meet the clinical criteria northeastern Oswego County.

33 Community Health Awards

Make-A-Wish Central New York

The Boys & Girls Clubs of Syracuse Success by Six Dental Days Triple Play Program In Onondaga County, 42 percent of children will have tooth By increasing club members’ physical activity, teaching decay by the time they reach third grade. Success by 6, the them good nutrition and helping them to develop healthy children’s initiative of the United Way of Central New York, relationships, the Boys & Girls Clubs of Syracuse Triple coordinated several Dental Days. Dentists and dental Play Program aims to improve their overall health. In its assistants screened participants and applied free fluoride first year of the program, the organization reported a great varnish to their teeth. The event also included dental- response from members and their families. Some parents themed activities, crafts and take-home goodies. joined their children in pledging to live free of drugs, alcohol and cigarettes. Two clubs started community gardens, and Community Health Awards all four have collaborated on mini farmer’s markets and a Nearly 60 Central New York nonprofit organizations applied 5k walk/run. In one significant development, the clubs have for $25,000 in Community Health Awards that Excellus reported a 47 percent reduction in behavioral referrals. BCBS made available in 2013. The CNY region selected seven organizations as award recipients: ACR Health, ® Make-A-Wish Central New York Syracuse; Cayuga Community Health Network, Auburn; As a wish sponsor of Make-A-Wish Central New York, Contact Community Services, East Syracuse; Credo we made it possible for GanLi, above, and her mother, Nan Community Center for the Treatment of Addictions, Demyttenaer, to visit Foyles, London’s legendary bookstore, Watertown; Integrated Community Planning, Oswego; in the spring of 2013. Mother and daughter also rode on the Sciencenter, Ithaca; and Transitional Living Services of high speed Eurostar passenger train via the Channel Tunnel. Northern New York, Watertown. Representing the selected Jim Reed, senior vice president, Marketing and Sales, is a organizations, pictured above, are Marissa Rice, seated member of the Make-A-Wish Central New York board. left, Christina Wilson, Kelly Wheeless, Cheryl Giarrusso and Jacki Coe. Standing, Wil Murtaugh, Irving Lyons, John King, Michael Crinnin, Rodger Hicks, Abby Jenkins, Peter Ouederik, James Scordo and CNY Regional President Dr. Arthur Vercillo.

34 Photo courtesy of Onondaga Community College.

American Red Cross Real Heroes Breakfast

Lowell Smith Syracuse Walk to Defeat ALS

American Red Cross Real Heroes Breakfast Lowell Smith Syracuse Walk to Defeat ALS Excellus BCBS Central New York, along with our CNY Excellus BCBS Wellness Manager Amanda Shanahan, Southern Tier and Utica regions, sponsors the American above center, headed our Central New York team of Linnea Red Cross’s Real Heroes locally each year. The Real Heroes Coyne, left, and Molly Korce, in the Lowell Smith Syracuse Breakfast celebrates the Red Cross mission of alleviating Walk to Defeat ALS. Amanda’s involvement was personal. human suffering by honoring local people who have She lost her father and paternal grandfather to ALS years performed heroic acts to help others in need. In Central ago. “There is a familial (inherited) link that I think about New York, Excellus BCBS presented the Onondaga almost every day when I feel a twitch or miss a step when Community College Campus Safety and Security team, walking,” she said. “And I worry even more about the risk above, Jeff Draper, left, Josh Cantello, Mary Buchal and for my children, siblings and nephews.” Excellus BCBS Dan Aldrich, with the 2013 Education Hero Award for was a corporate sponsor of the event to benefit the saving the life of a man who suffered a severe heart ALS Association. attack while on campus. Alliance with the Medical Society Cornell Cooperative Extension Association of Jefferson County of Jefferson County The Alliance with the Medical Society of Jefferson County Residents in Jefferson, Lewis and St. Lawrence counties presented Jefferson Community College graduate Melissa are tracking their physical activity, thanks to pedometers A. Abbate with a scholarship so she can pursue a degree that Excellus BCBS purchased and that Cornell Cooperative in medical technology at Upstate Medical University. We Extension Association of Jefferson County distributed. The also contributed to an Onondaga County Medical Society pedometers help North Country residents track their activity, scholarship that’s awarded to a local high school graduate with the goal of increasing physical activity. who attends Upstate Medical University.

35 EXCELLUS BLUECROSS BLUESHIELD SOUTHERN TIER REGION AN APPLE A DAY™ tracks students’ HEALTHY EATING & ACTIVITY

AN APPLE A DAY™

36 “An apple a day keeps the doctor away” goes the saying, and for many young children it may mean the beginning of a healthier lifestyle.

In 2013, Excellus BCBS, AN APPLE A DAY™ and Corning Painted Post (CPP) Central School District unveiled a new three-year partnership. “The Healthy Choices Project” aims to help families eat nutritiously, become more physically fit and develop lifelong habits that contribute to wellness.

Studies have shown that schools are an ideal place for children to learn about and practice good nutrition. The classroom, the school environment, and learning at home provide opportunities to encourage students to make healthier lifestyle choices.

Excellus BCBS donated 500 APPLE A DAY™ children’s nutrition trackers to second grade students in the CPP School District to use at home with their families until 2015. The tracker is a magnetic board that hangs on the refrigerator or sits on the counter. Family members use it to track their individual daily intake of fruits, vegetables, protein, calcium, treats and physical activity.

The Children’s Nutrition Tracker ™ guides parents and children through the daily MyPlate recommendations for a healthy daily diet and encourages physical activity.

Lisa Cagigas Johnson, co-founder and president of AN APPLE A DAY™, said the program goal is to excite, engage and educate children on the importance of making healthy choices every day.

“The tracker is simple and fun and fits easily in the routine of busy households. More importantly, the tracker is effective because it engages the whole family in the process of teaching children how to make healthy choices every day,” she said.

Students, teachers and parents have taken to the tracker.

“I love the tracker! It does what I as a parent wasn’t able to do,” said Sheila Sutton, whose daughter Emma is a student at Erwin Valley Elementary School.

“My daughter really thought about what she was eating and if she was active during the day. She was motivated to close windows (on the tracker to indicate completion) and see if she could get them all closed,” said Sheila.

“Her teacher said that the students would all come back to the classroom from lunch and go right to their tracker,” she continued, adding that the tracker makes sense, which makes it work so well.

“As a district, we are fully behind the initiatives to help our children lead healthy lifestyles,” said Mike Ginalski, CPP District Superintendent.

“We are incredibly thankful to Excellus BlueCross BlueShield for its generous donation of these innovative and creative trackers for our second graders. We believe it’s an easy and fun way for our students to develop healthy habits and a way for their families to be involved, too.”

37 Other organizations that Excellus BCBS Southern Tier region supports

Strong Kids Safe Kids American Cancer Society Pink Dress Run An annual summer event, Strong Kids Safe Kids helps Southern Tier employee Kim Ackley, below, participated build strong, safe and healthy families. Excellus BCBS has in the second annual American Cancer Society Pink Dress sponsored the event for eight years. The program provides Run that took place last September at Ostinango Park in information about community services while engaging Binghamton. Participants wear pink in order to raise funds children along with their families in fun, educational for breast cancer research. activities. Association for Vision Rehabilitation Hilliard Corp. Weight Loss Challenge and Employment With our sponsorship, an Elmira company helped 61 Since 2011, the Southern Tier region has provided program employees lose more than a literal ton of weight in 2013. funding for the Association for Vision Rehabilitation and The Hilliard Corp. Weight Loss Challenge rewarded each Employment. A.V.R.E. is a private, nonprofit organization of 61 employees with an incentive of $100 for losing 10 that serves people of all ages in 12 Southern Tier counties percent of his/her weight by April 30. An additional 57 who have sustained severe vision loss. The agency offers lost weight during the challenge; the motion control and learning, living and working options. With our support, filtration technology company continues to offer wellness A.V.R.E. now provides on-site low vision exams in its programs to 600 plus employees. Pictured with Hilliard Norman Richterman Low Vision Center. Dr. Michael Lange, a employees is CNY Southern Tier Regional President Kevin licensed optometrist and certified low vision specialist who McGurgan, second from right. has a practice in Greene, N.Y., is available for appointments at the center two days a month.

Hilliard Corp. Weight Loss Challenge

Strong Kids Safe Kids American Cancer Society Pink Dress Run

38 Achieve’s Day Habilitation Program Hospice Camp Hope for Kids To help promote patient and staff safety, we helped fund For the eighth consecutive year, the Southern Tier an overhead lift track system for Achieve’s Day Habilitation sponsored the Hospice Camp Hope for Kids. The week- Program. This state-of-the-art unit replaced the manual long camp takes place in August. More than 100 children hoyer lift system. Achieve provides intense rehabilitative, and teens participated in the specialized camp that helps clinical, and support services to individuals with moderate address the loss of an immediate family member. to severe levels of disability who live in Broome and Tioga counties and have been diagnosed with intellectual or other American Red Cross Real Heroes Breakfast disabilities prior to turning age 22. Excellus BCBS Southern Tier, along with our CNY and Utica regions, sponsors the local American Red Cross’s Real Catholic Charities Summer Lunch Program Heroes Breakfast each year. The Real Heroes Breakfast Last summer, our funding helped Catholic Charities Summer celebrates the Red Cross mission of alleviating human Lunch Program provide 1,800 lunches to kids attending suffering by honoring local people who have performed its day program. The children also took home weekend heroic acts to help others in need. In the Southern Tier, food bags that contained juice and fresh fruit. Ninety-nine Excellus BCBS presented the Medical Award to Robin children completed 32 hours of reading during the program’s Shaver, an EMT and the Squad Chief for Berkshire literary component. Emergency Medical Services. She is also a school bus driver who spends most of her nights and weekends responding to emergencies for the 6,700 residents in Newark Valley, Berkshire and Richford.

Hospice Camp Hope for Kids

Achieve’s Day Habilitation Program

39 EXCELLUS BLUECROSS BLUESHIELD ROCHESTER REGION Debbie lost 50 pounds and GAINED CONTROL OF HER LIFE

Debbie Trout participated in St. Joseph’s Neighborhood Center’s Health Empowerment Program.

4040 Debbie Trout had tired of her battles with her health.

The Rochester resident suffered from depression, high blood pressure and was pre-diabetic. Debbie was shorter than 5 feet, yet weighed 200 pounds.

A nurse at St. Joseph’s Neighborhood Center suggested she enroll in the center’s Health Empowerment Program. The goal of the seven-week, Excellus BCBS-sponsored program is to help improve the health of those struggling with pre-diabetes or weight issues.

Debbie jumped at the opportunity.

“My life was out of control,” said Debbie, 58. “I was ready to try anything at that point.”

Debbie, like other participants in the program, gained control of her life.

She attended the weekly sessions and learned about portion control, how to read food labels and being mindful about what you eat.

“I never really thought about serving sizes,” Debbie said. “I used to think that a plate of pasta at the Olive Garden was only one serving. I was shocked to find out that it was actually six portion sizes of pasta!”

She started a food diary and began walking. At first, she could only walk for about 10 minutes. In time, she started meeting goals of taking 10,000 steps or about five miles daily.

“I was tickled pink when I no longer had to take the elevator at the library,” she said. “I was actually able to climb the stairs.”

She’s didn’t deprive herself of treats. But instead of eating 10 cookies, she’d eat one or two, satisfying her desire for something sweet.

Debbie began eating breakfast, which was another weight management trick she learned from the program. Her typical breakfast of fruit, wheat crackers and a slice of cheese now provides her with the grain and protein needed to curb her hunger later in the day.

Since starting the program in early 2013, Debbie has lost more than 50 pounds, and she’s no longer pre-diabetic.

“The biggest thing I learned was to be mindful about what I’m putting on my plate,” she said.

The neighborhood center is located in the city of Rochester and provides services such as health care and counseling to those who lack access to health insurance.

In 2010, Excellus BCBS began supporting the center’s Health Empowerment Program with a grant of more than $90,000 over four years. The grant helped pay for a nurse and/or nutritionist and program materials, including pedometers, healthy snacks and other incentives.

In 2012, most of the 78 people who completed the program lost weight.

“The Health Empowerment Program is ultimately successful because it helps people tap into the incredible strengths they have, and then we work on those strengths,” said Sister Christine Wagner, executive director, St. Joseph’s Neighborhood Center.

“Crutches fall away, new knowledge is gained. Relationships are forged, and stronger, healthier people emerge,” she said.

Debbie has since graduated from the Health Empowerment Program. But she still visits the monthly “drop in” support meetings for individuals who have completed the classes.

She frequents the gym four or five days a week, thanks to her sister and mother, who bought her a gym membership as a present. She still uses her food diary.

“I’m certainly feeling a lot better about myself, thanks to this program,” Debbie said.

41 Other organizations that Excellus BCBS Rochester region supports

Monroe Community College Nursing measures for this project. The collaborative approved Program Expansion the following guidelines in 2013: asthma management, coronary artery disease, heart failure, prenatal care, thyroid The MCC Nursing Program Expansion ensures an adequate disease and tube feeding/PEGs. supply of registered nurses in the Rochester health care system by providing affordable and accessible training Cancer Wellness Connection leading to RN licensing. The 293 additional nurses in the local community would not have been possible without Thanks to a $3,000 Excellus BCBS grant, more patients community organizations such as Excellus BCBS supporting will get free health and wellness services—such as yoga, the program. On average, the program funded training manicures, personal training, Reiki therapy, crafts and for 17 extra nurses a semester. The expansion program crocheting—to help them deal with the unpleasant funded 12 additional students in June 2013. The program side effects and boredom associated with lengthy received 623 qualified applications between fall 2012 and chemotherapy treatments. The Excellus BCBS grant will spring 2013. help cover the costs associated with professionals in the program, such as Reiki therapists, yoga instructors, personal Monroe County Medical Society trainers and nail technicians. Quality Collaborative “It makes me feel so good to have someone pampering The mission of the Monroe County Medical Society Quality me,” said Mary AnnBatz, below left, who received a Collaborative is to promote high-quality health care and manicure as part of the spa program. support direct community projects that foster quality improvement outcomes. The collaborative has convened a Physician Communication Advisory Committee to develop ways to enhance communication among physicians. Membership includes Excellus BCBS, all of the hospital systems, the Finger Lakes Health System Agency, the Rochester Business Alliance, the Rochester Health Information Organization and the Monroe County Health Department. The collaborative also developed Community Principles to establish practice workflows for outpatient diagnostic testing, lab and imaging studies. The Monroe County Medical Society is collaborating with the Rochester Health Information Organization to leverage their regional laboratory database to support population-based metrics for diabetes, using communitywide diabetes guideline

Lifetime Assistance

4242 Cancer Wellness Connection Making Strides Against Breast Cancer Walk

Rochester Gay Pride Parade

American Diabetes Association Tour de Cure

Lifetime Assistance American Diabetes Association Tour de Cure Lifetime Assistance client Richard VanGee, pictured on Several Excellus BCBS Rochester employees participated in page 42, is enrolled in an achievement award certificate the 2013 American Diabetes Association Tour de Cure. The program at Monroe Community College. A $10,000 grant cycling event raises money to fund research, information from Excellus BCBS will help 10 more individuals who programs and advocacy efforts that support the nearly have intellectual disabilities pursue the two-year program. 26 million children and adults in the U.S. who have diabetes Lifetime Assistance of Chili serves individuals who have and the 79 million who have pre-diabetes. The tour is a Down syndrome, autism and other intellectual disabilities. series of fundraising cycling events that take place in 44 The program is designed specifically for students recruited states. Among those representing Excellus BCBS were, through Lifetime Assistance. Students audit classes, pictured above left, Anne Furia, left, Maureen Santiago, complete internships, participate in social clubs and Moria Green, Sally Coleman and JoAnn Flagg. work with peer mentors. Rochester Gay Pride Parade Making Strides Against Breast Cancer Walk Excellus BCBS employee Steve Salatino, pictured above Nearly 170 Excellus BCBS Rochester employees raised more right, and his husband, Mike, joined the company team for than $16,000 for the 2013 Making Strides Against Breast the 40th annual Rochester Gay Pride Parade that took place Cancer Walk in Rochester last October, making Excellus July 20, 2013. To celebrate the parade’s ruby anniversary, BCBS one of the top fundraising companies in the walk. many participants dressed up to reflect the parade’s About $1,300 of that total came from a bake sale that theme of “There’s No Place Like Pride,” based on “The took place at Excellus BCBS headquarters on Court Street Wizard of Oz.” in Rochester. Pictured above, Shauna Meek, left, Steven Paulson, Gayle Woodruff and Kevin McGrath orchestrated a bake sale at our Rochester headquarters to raise money for their team.

43 EXCELLUS BLUECROSS BLUESHIELD UTICA REGION New mammography equipment/outreach improves ACCESS FOR UNINSURED AND UNDERSERVED UTICA WOMEN

Family Nurse Practitioner Kathy Leach, left, and Victoria Steele, patient.

4444 Victoria Steele, 53, takes care of herself and knows how important regular mammograms are for her health. However, with work and family responsibilities, convenience matters most. Now that new, state-of-the art digital mammography equipment is available at St. Elizabeth’s Sister Rose Vincent Family Medicine Center, she can have her annual mammography screening during a primary care visit.

“I can get in, have my exam, do my screening, get my results and be on my way,” said Victoria.

Last year, Excellus BCBS, St. Elizabeth Medical Center, and the Mele Family Fund, a donor-advised fund of the Community Foundation of Herkimer and Oneida counties, partnered to purchase the new equipment that will improve access to life- saving mammography services for uninsured and underinsured women in the Utica area.

The center also used funding to increase education and outreach efforts and provide on-site translation services for the many women in the local refugee community who speak English as a second language.

“Mammography is one of the best tools for the early detection of breast cancer, yet studies show that the lower a women’s income level, the less likely she is to receive regular screenings,” said Kathy Leach, FNP, at Sister Rose Vincent Medical Center.

“Language and cultural differences are also strong barriers to screenings.”

Screening rates already have increased. The American Cancer Society recommends women age 40 and older have an annual mammography screening. The Sister Rose Vincent Family Medicine Center identified 1,343 patients between the ages of 40 to 70 who met the eligibility criteria between June 2012 and June 2013. Of those patients, the center performed mammograms on 854 women, bringing the compliance rate up to 64 percent from a baseline of 54 percent. Because screening services are available when patients receive primary care, the mammography appointment no-show rate has decreased 20 percent since 2012.

“St. Elizabeth Medical Center is grateful to Excellus BCBS for their commitment to our patients by providing access to quality care. Your generosity is having a positive impact on patients who have language and transportation barriers,” said Robert Schoefield, Chief Operating Officer, St. Elizabeth Medical Center.

In addition to the convenience, Victoria loves her provider, family nurse practitioner Kathy Leach, and the staff at Sister Rose Vincent.

“I didn’t know what to expect with my first mammogram, but the technician was great about explaining what she was doing and why. And now I know everyone there and feel really comfortable.”

Victoria never considered herself a role model, but now hopes that her friends and family follow her lead.

“Take care of yourself, make it a goal and get screened.”

45 Other organizations that Excellus BCBS Utica region supports

Central New York Veterans Outreach Center Sitrin Wheelchair Challenge Employees in Excellus BCBS’s Utica region showed their Since 2010, our Utica region has supported the Sitrin support for local veterans by collecting nonperishable Rehabilitation Center’s Success Through Adaptive foods, personal hygiene items, pillows, towels and linens Recreation and Sports (STARS) Program. We donate a for the Central New York Veterans Outreach Center’s customized wheelchair to a local athlete who completes food pantry and donation room. The Central New York the Boilermaker Road Race’s Wheelchair Challenge under Veterans Outreach Center is a community-based, nonprofit the required time of 2:15:00. This year’s recipient was Lay organization that provides comprehensive support services Aung, who crossed the finish line with an awe-inspiring to veterans and their families. The center serves more time of 1:23:25. than 250 homeless and in-need veterans each month. Girls on the Run of Central New York ARC of Otsego County Annual Juried Art Our sponsorship of Girls on the Run of Central New York Exhibition, Voice! introduces girls in third through eighth grades to the power The ARC of Otsego County annual juried art exhibition, of running. The nonprofit character development program Voice!, celebrates the creativity of artists with intellectual helps girls gain confidence and prepare for a lifetime of and/or other development disabilities from across New healthy living. During the 10-week program, participants York state. Judges present awards at an opening reception; meet twice a week to run, play games and learn life skills. artists are encouraged to sell their work. Since the The program culminates with a non-competitive 5K race exhibition’s inception in 2004, more than 200 artists in Cooperstown. More than 1,000 runners, including 600 have submitted work. members of the program, participated in the 2013 race.

ARC of Otsego County Annual Juried Art Exhibition, Voice!

Girls on the Run of Central New York

4646 Sitrin Wheelchair Challenge Utica Safe School Healthy Student’s Build-A-Bike

Utica Safe School Healthy Student’s Build-A-Bike With an aim to equip every child with his or her own bicycle, Utica Safe School Healthy Student’s Build-A-Bike program distributes new and refurbished bicycles and new helmets to children who wouldn’t otherwise be able to afford them. Volunteers collect and repair the bicycles throughout the year and then distribute them during a com- munity health fair at the Utica Auditorium. There, volunteers match children to a bicycle that best fits their size and teach participants basic bicycle mechanics and how to ride safely. With our support, the organization distributed 772 bicycles at the 2013 event, attended by Utica Regional President Eve Van de Wal, above. Unspoken Human Rights Conference

Unspoken Human Rights Conference Samaritan Counseling Center With one of the highest concentrations of refugees per capita in the United States, Utica serves as home to many Thanks to a $3,500 Excellus BCBS Community Health who have suffered and fled from human rights violations. Award, the Samaritan Counseling Center expanded its To give voice to human rights concerns, The Mohawk outpatient mental health counseling services to residents Valley Resource Center for Refugees hosted its third annual in Herkimer and Eastern Oneida counties in 2013. The Unspoken Human Rights Conference in October. The grant helped offset the out-of-pocket costs of mental multifaceted forum included an international film festival, health services for the uninsured and underinsured and an educational conference and a visual and audio arts allowed the center to provide more than 230 hours of exhibit. Excellus BCBS sponsored a well-attended track services to individuals who would have otherwise gone on the power of literacy, including health literacy, in without treatment. transforming lives. 47 Girls Night Out for Teens

American Heart Association Go Red for Women tuna, soup, fresh fruits and vegetables, a loaf of bread and peanut butter and jelly for lunch and dinner; snack items In 2013, our Utica region partnered with the American Heart and beverages, including milk and juice. With financial Association to recognize an individual who has made great assistance from companies, including Excellus BCBS, efforts to become healthier. At the Go Red for Women Kiwanis members purchase the supplies from the Regional Luncheon, Excellus BCBS Regional President Eve Van de Food Bank of Northeastern New York at a reduced price. Wal presented the award to local resident Brian Williams The program started with 60 children and hopes to expand for his efforts to improve his health after discovering he had in 2014. heart disease risk factors, including high blood pressure, high cholesterol and elevated blood glucose. The event Girls Night Out for Teens raised more than $80,000 for the fight against heart disease and stroke. With support from Excellus BCBS, Sam’s Club and the Wal-Mart Foundation, 150 girls from four school districts Ticonderoga Kiwanis Club’s BackPack Program celebrated International Women’s Day at Girls Night Out for Teens at Beekman Central School in the Utica Region’s “When local kids go hungry, we have their backs” is the North Country in 2013. The first regional event of its kind motto of the North Country’s Ticonderoga Kiwanis Club’s brought together students in grades seven through 12 BackPack Program. The initiative ensures that eligible from the Northern Adirondack, Northeastern Clinton, children in the Ticonderoga School District go home every Beekmantown and Saranac Central school districts for Friday with a backpack full of healthy food to eat during the a night of workshops and activities to foster confidence, weekend. The backpacks contain nutritious, easy-to-prepare self-respect and team building. and easily consumed foods, e.g., cereal, granola bars and oatmeal for breakfast; canned pasta, macaroni and cheese,

48 Utica Rotary Club’s John Kogut Memorial Fishing Derby

Utica Rotary Club’s John Kogut Memorial Fishing Derby Dozens of children participated in the Utica Rotary Club’s John Kogut Memorial Fishing Derby at Lock 20 of the Erie Canal in Marcy in June. Utica Regional President and Rotarian Eve Van de Wal and her husband, Dale, volunteer at this annual event of angling and eating. Excellus BCBS is a longtime sponsor.

Oneida County Health Department Emergency Oneida County Health Department Emergency Preparedness Workshop Preparedness Workshop Our Utica region partnered with the Oneida County Health Department to host an interactive emergency American Red Cross Real Heroes Breakfast preparedness community workshop to help families be Excellus BCBS Utica region, along with our CNY and ready for house fires, floods, ice storms and other disasters Southern Tier regions, sponsors the American Red Cross’s and emergencies. Each participating family received a Real Heroes locally each year. The Real Heroes Breakfast free emergency preparedness kit that included a hand-crank celebrates the Red Cross mission of alleviating human weather radio, first-aid kit, water storage container, suffering by honoring local people who have performed waterproof document holder and a family preparedness heroic acts to help others in need. In Utica, on behalf of the USB flash drive and children’s books. Mohawk Valley Chapter, Excellus BCBS presented the Kurt Wyman Law Enforcement Award to New York State Trooper Mark Hale and Oneida County Sheriff’s Deputy Matthew Taylor. The award is named after slain Oneida County Sheriff’s Deputy Kurt Wyman. His mother, Lynette, was an Excellus BCBS employee for many years.

49 UNIVERA HEALTHCARE A series of fortunate events SAVED BOB’S LIFE

Nick Kompare, Univera Healthcare Vice President of Strategic Planning, left, and Chautauqua County Sheriff’s Deputy Michael Seeley helped save Bob Dillemuth’s life.

5050 The faint whirr of spinning helicopter blades is the only sound Bob Dillemuth remembers of the morning of July 28. It might have been his last memory, given he suffered a near fatal heart attack as he ran the country roads near his summer cottage along Chautauqua Lake in Mayville, N.Y. A veteran jogger of 35 years, Bob was unaware that his heart was a ticking time bomb. (He later learned that his right coronary artery was 99 percent blocked and that his left anterior descending artery, also known as the widow-maker, was 80 percent blocked.)

Bob’s life might have ended right then and there on the side of the road where he fell. As luck would have it, another jogger happened to be running along the same route. Earlier, Nick Kompare, Univera Healthcare’s Vice President for Strategic Planning, had set out for a run from his in-laws’ summer cottage, also in Mayville. Training for a marathon, Nick, like Bob, loves to run the Chautauqua region’s country roads.

Turning off the beaten path and onto a quiet cut-through, Nick quickly came across a man lying in the road, and the driver of a nearby pickup truck standing over him yelling for help. Nick searched the stricken man for a pulse and, finding none, began performing CPR as best he could recall from his training in college a few decades ago. A nearby resident phoned 911.

Help came in the form of Chautauqua County Sheriff’s Deputy Michael Seeley. The deputy wasn’t scheduled to work that day, but was at headquarters when the call came in. Deputy Seeley responded in his patrol car which, as are all of the department’s vehicles, is equipped with an automated external defibrillator. Once on scene, Deputy Seeley, who is a trained emergency medical technician, used the AED to apply an electrical charge to re-start Bob’s heart.

After a 40-mile ride in an air ambulance, Bob woke up in a hospital in Erie, Pa. There doctors performed stent surgery and discharged Bob four days later. Bob’s heart did not sustain much damage; he is expected to make a full recovery. He hopes to resume jogging, once his doctors clear him to do so. On a rehab regimen, Bob is grateful to be alive.

“There had to have been some divine intervention,” he said, noting all the things that had to fall into place.

“I’m so lucky that Nick happened by, that Deputy Seeley was an EMT, and that his patrol car had an AED,” he said.

“The next responding unit arrived approximately five minutes later. If I would have had to wait for that unit to arrive with an AED, events could have unfolded much differently.”

According to the American Heart Association, the current national survival rate for sudden cardiac arrest is less than 5 percent. When it happens, every second counts. Immediate use of an AED, in conjunction with cardiopulmonary resuscitation, offers the possibility of survival.

Bob got a second chance at life because of a series of lucky breaks that seemingly defy the odds. An odd twist to the story makes what happened seem even more unlikely. What Nick didn’t know was that in 2009 his employer, Univera Healthcare, had donated 17 AED units to the Chautauqua County Sheriff’s Department. While one of those AEDs wasn’t used in this res- cue, as a result of the Univera Healthcare donation, plus the AEDs already in service, the sheriff’s department has equipped all of its patrol cars and watercraft with AEDs.

“Univera Healthcare’s generosity made it possible for all of our deputies to have ready access to these lifesaving devices,” said Chautauqua County Sheriff Joseph A. Gerace.

“Here in Chautauqua County, the first responder to a sudden cardiac arrest is likely to be one of our deputies.”

Univera Healthcare and its sister health plan, Excellus BCBS, have donated more than 150 AEDs across upstate New York, placing many of the units with law enforcement.

“I’m so glad I happened upon the scene and could initiate CPR,” said Nick.

“And I’m so proud that my employer’s donation of AEDs to the local sheriff’s department means that every patrol car, including Deputy Seeley’s, is equipped with this life-saving device.”

51 The Belle Center

St. Luke’s Mission of Mercy

Other organizations that Univera Healthcare supports

St. Luke’s Mission of Mercy year, Univera Healthcare, Excellus BCBS and some of our subsidiaries provide each employee up to eight hours of For someone who is homeless, a stretch of subzero weather paid volunteer time to use in the community. Our employees can become a matter of life and death. When that happens use this benefit in a number of ways, from building homes in Buffalo, the city joins with the Western New York for Habitat for Humanity to chaperoning school field trips. Homeless Coalition and local media to issue a Code Blue In 2013, our employees used this benefit to log more than alert. That sets into motion an emergency plan whereby 8,000 hours of volunteer time. organizations throughout the city immediately open their doors to those in need of a warm place. Among the Backpacks for Students participating organizations is St. Luke’s Mission of Mercy on Buffalo’s east side. In January of 2013, as Arctic winds It’s a scramble each September for most parents of school howled off Lake Erie, Univera Healthcare delivered 280 age children to track down all required classroom supplies, fleece blankets to St. Luke’s to provide an extra layer of and those supplies usually aren’t cheap! For families who comfort to those seeking shelter within the mission’s walls. have limited funds, it can be a hardship to ensure their children get off to a good start for the new school year. For The Belle Center the past few years, Univera Healthcare has partnered with OfficeMax and KB Graphics to help out. To date, Univera More than 800 families on Buffalo’s economically Healthcare has distributed more than 2,500 backpacks challenged lower west side received boxes of food and stuffed with back to school essentials. personal hygiene supplies during The Belle Center’s annual community outreach. Several Univera Healthcare employees, including Jessica Haahr, above, helped out, using their company paid volunteer time off to lend a hand. Each

52 Head Start HEALTHY CHILD

Backpacks for Students

Kids Espcaping Drugs

Head Start HEALTHY CHILD Kids Escaping Drugs One in three children will be overweight or obese by their Three residential treatment facilities for adults working to fifth birthday, according to the Centers for Disease Control break the grip of chemical dependency are better equipped and Prevention. That startling statistic prompted Univera to respond to life-threatening emergencies, thanks to Healthcare to back development of a preschool physical a Univera Healthcare donation of automated external activity program that can make a difference for children at defibrillator units. The three sites are in the city of Buffalo risk of diabetes and other obesity related conditions. With and are associated with the Alcohol and Drug Dependency multiyear underwriting support from Univera Healthcare, Services Foundation, more familiar to Western New Yorkers experts from Medaille College in Buffalo created the as Kids Escaping Drugs. HEALTHY CHILD curriculum and implemented it in 10 Head “Many of the courageous people who come to these Start child care centers. Poor lifestyle habits often begin facilities for help and treatment have compromised health at a young age. HEALTHY CHILD takes the successful Head conditions due to previous alcohol and drug use,” said Start preschool curricula and incorporates movement, Robin A. Clouden, Executive Director, Alcohol and Drug literacy, nutrition and wellness. Nearly 1,500 children, their Dependency Services Foundation, pictured, left, with families and their teachers are participating in the program. William Burgin from Kids Escaping Drugs, and Univera Healthcare President Art Wingerter. “We’re grateful to Univera Healthcare for this donation and for the company’s previous donation of two AED units to our Renaissance Campus in West Seneca where young people are treated for chemical addictions.” 53 EBS-RMSCO

Serving more than 4,000 clients and members in 50 states, EBS-RMSCO’s services include third-party, medical, dental, pharmacy, vision and COBRA insurance; flexible spending, health reimbursement and health savings accounts; payroll; general agency; defined contribution/Section 401(K); premium and retiree billing; general agency and brokerage. EBS-RMSCO has offices in Buffalo, Fairport, Liverpool, Oneida and Cobleskill.

EBS-RMSCO’s care management program helped Dorothy Zaionz and her husband, Steven, realize the importance of cancer screenings.

5454 Missed appointment makes Dorothy a believer in PREVENTIVE HEALTH SCREENINGS

Now that she knows she doesn’t have breast cancer, Dorothy Zaionz is more than ever enjoying retirement in North Carolina with her husband, Steven. In the hustle and bustle of moving from their home of 23 years in South Kortright, N.Y., last summer, Dorothy had forgotten to schedule an annual mammogram.

When she received a letter from Steps to Success, a part of EBS-RMSCO’s care management program, it contained a reminder that she needed to have several preventive screenings done. The next morning, she scheduled a mammogram.

Because a couple of spots of concern showed up on her scan, the radiologist ordered a diagnostic mammogram. He also wanted to compare Dorothy’s current scan to the one prior. Problem was, Dorothy’s previous mammograms had been in New York. Where had she had that last mammogram done? Dorothy was so nervous about the possibility of having breast cancer that she couldn’t remember. She thought it could have been at one of three centers in Delaware County.

She called Katie Burnham, a registered nurse and Comprehensive Wellness Director with Corporate Care Management, a provider for EBS-RMSCO. In an hour, Katie had an answer for Dorothy.

“I tracked down the name of the facility she had gone to previously with the radiologist’s name,” said Katie, who had the information on its way to Dorothy’s North Carolina doctor in a day.

“Dorothy thanked me and told me if it weren’t for our program, she might have had an undesirable outcome,” Katie recalled.

Still, Dorothy waited several anxious weeks for the radiologist’s final report. In the meantime, she searched the Internet for information. The odds were very much in her favor, she found out, because her previous mammograms had been clean and she had no family history of breast cancer.

When her doctor gave her good news, Dorothy was greatly relieved. She also learned that weight loss can affect breast tissue density. In order to lower her cholesterol, Dorothy had adopted a low-fat, vegetarian diet. In the past year, she has lost 60 pounds.

Now, with a clean bill of health, Dorothy said she can really relax and enjoy time with her daughter and grandchildren who live in the area.

Health plan members often don’t take advantage of preventative benefits, said Barbara Kane, CEO and President of Corporate Care Management.

“Only about 40 percent of commercially covered members use their cancer screening benefits,” she said. “By alerting and motivating members who have not had cancer screenings, we’ve uncovered the disease in earlier stages when treatment is more effective and less costly.”

In 2012, Corporate Care Management identified 475 EBS-RMSCO cases of pre-cancer or cancer that otherwise may have gone undetected. In 90 percent of these cases, treatment costs less than $8,000 for each patient. By late 2013, the company had identified 286 cases of pre-cancer or cancer at a savings of more than $3 million.

“Although saving health care costs is important, saving lives is priceless,” Barbara said.

55 LIFETIME CARE

Each year, Lifetime Care conducts more than 400,000 home care visits to 28,000 patients in eight counties and provides hospice services to 3,000 families in Monroe, Wayne and Seneca counties. Lifetime Care ranks as one of the top 100 largest nonprofit hospices in the country and has been a national HomeCare Elite agency for eight consecutive years. CompassionNet is Lifetime Care’s unique program that cares for seriously ill children and their families.

CompassionNet Case Manager Victoria Gerhardt with Eshaan and Rayva Deshmukh.

5656 COMPASSIONNET HELPS 5-YEAR-OLD Rayva and her brother feel good inside

CompassionNet is a pediatric palliative care program that supports families who have a child with a potentially life-threatening illness or medical condition. Available to our Excellus BCBS and Univera Healthcare members as a benefit, CompassionNet is administered by Lifetime Care, our home health care agency. CompassionNet staff works closely with providers, specialists and hospital staff regarding the child’s illness. Yet our staff’s focus on the entire family and each member’s quality of life makes this a unique program of care that goes “above and beyond” what other insurers offer.

After her birth in October 2008, Rayva Deshmukh was for all intents a healthy, normal infant to her mother, Nayana, and her father, Sudipt, a physician. That is, until Christmas Day, when Rayva didn’t seem well. Among other symptoms, her diaper was not wet. Her parents rushed her to the hospital where she passed urine as soon as a catheter was inserted. Nayana and Sudipt took Rayva home, thinking they had overreacted.

Over the weekend, Rayva began vomiting. Her parents gave her fluids to offset dehydration. After crying all night, Rayva felt flaccid in her mother’s arms Monday morning.

Although Rayva’s temperature was abnormally low, her pediatrician couldn’t find anything wrong. The doctor advised the Deshmukhs to take their daughter to a hospital emergency room. There, staff drew blood for lab work. Since Rayva was keeping down some fluids, her parents assumed the three of them would be going home as soon as the results were in.

Then, a medical resident returned to attach Rayva to a monitor and take more samples to repeat the lab work.

“Everything went crazy after that,” recalled Sudipt. “We didn’t know what hit us.”

All of the lab results indicated that Rayva was very sick. Her kidneys were not functioning.

Rayva spent most of 2009 in the hospital’s pediatric intensive care unit. She required hourslong dialysis treatments every day. Although she needed a kidney transplant, she was too young to be placed on a donor list, and she needed to weigh at least 12 pounds to qualify.

Throughout the fall, Rayva developed numerous hernias from the peritoneal dialysis. Other complications included crystals in her eye and a possible hearing impairment. A magnetic resonance angiogram showed calcification in her blood vessels.

“What could all of this be?” asked Sudipt.

Rayva’s doctors sent test samples first to a Philadelphia medical facility and then to the Mayo Clinic. Finally, they sent a biopsy of Rayva’s liver to University College London Hospitals in England, the world’s only lab that could provide an accurate diagnosis for what doctors suspected was an extremely rare case of primary hyperoxaluria. Two weeks later and one year to the day from Rayva’s first hospital visit, the Deshmukhs learned that their daughter needed a kidney and a liver transplant.

Meanwhile, Nayana’s parents, who had come from India when Rayva was born, extended their stay again and again but eventually had to return home. While here, they had helped care for Rayva’s 9-year-old brother, Eshaan. His parents spent long hours with Rayva at the hospital; they had little time and energy for their son.

When the Deshmukh family learned about our CompassionNet program in the summer of 2009, Case Manager Christine Shaw focused initially on Eshaan, arranging for him to have music therapy and tutoring. Eshaan also needed someone he could talk to, someone who focused just on him. He bonded with his therapist almost immediately.

57 CompassionNet recognizes that not all families have the same needs, said Case Manager Victoria Gerhardt, who now works with the Deshmukh family. “A CompassionNet case manager works with each family to develop a program tailored to their situation. We support the family when they most need it. We step back when they need us less. The family determines our level of involvement.”

About a year later, when Rayva received a kidney and a liver transplant at the Children’s Hospital of Boston, the family’s stress did not lessen. The surgery was successful, but not without complications. The Deshmukhs spent more time away from home. They made many trips back and forth to Boston for appointments or whenever Rayva experienced rejection symptoms.

CompassionNet helped the family with transportation and housecleaning and gave them grocery gift cards.

“I was going crazy driving back and forth to Boston,” said Nayana. “My back was giving out,” she said. CompassionNet arranged for massage therapy to relax her muscles and reduce her stress.

Sudipt found himself falling asleep on the drive back and forth from Rochester. CompassionNet provided support that helped Nayana and him with nearby comfortable accommodations.

After her transplant, Rayva spent months in a lower body spica cast to heal the many fractures resulting from her treatments. CompassionNet arranged for her to have physical therapy, occupational therapy and special education at home.

“Art and music therapy give her positive attention that’s not focused on her medical condition,” said Victoria. It also helped Rayva keep mentally active while her body was not.

“She is so proud of her art projects, and it helps with her fine motor skills. Her music therapist, Amy Degro, and Rayva write songs about what she is feeling,” said Victoria.

Eshaan, almost 14, is in the eighth grade and still looks forward to seeing Eileen Garwood, the music therapist who has worked with him for the last three years.

”He loves it,” said Nayana. “He can tell Eileen anything that’s bothering him.”

Eshaan has participated in the CompassionNet Sibling Day activities; this year, the family attended the CompassionNet picnic.

Five-year-old Rayva is thriving, although her family is vigilant to any signs of illness. She attends preschool for a couple of hours three days a week.

“She is the most loving, outgoing girl,” said Victoria.

Apparently, the feeling is mutual. Rayva’s CompassionNet friends make her “feel a little good inside.”

58 FIRST HOSPICE HARVEST FESTIVAL supports Lifetime Care’s many services

Hospice Harvest attendees included Bennett Conley, left, Lori Garcea, Lifetime Care President Pat Heffernan and Claudia Conley.

59 To commemorate its 35th anniversary of providing hospice care in the Rochester community, Lifetime Care organized the first Hospice Harvest Festival. The fundraiser took place Oct. 25 at Burgundy Basin in Pittsford. In addition to raising funds, the special event aims to increase awareness of hospice services.

In 1987, the first year Lifetime Care has records of hospice patients, the nonprofit organization provided care and comfort to 231 patients and their families. Now, on any given day, Lifetime Care’s hospice services help nearly 350 patients and families, with the annual total number served approaching 3,000. President Patricia Heffernan estimates that Lifetime Care has brought the comfort and dignity of specialized end-of-life care to 45,000 individuals since hospice began in Rochester in 1978.

The Hospice Harvest Festival brought nearly 200 staff, volunteers, friends and families together in a celebratory seasonal dinner that included music, dancing, a magician, raffles and auctions, pumpkin decorating and other activities for children. Lifetime Care staff donated several themed baskets for a silent auction. The celebration of life and memorial of loved ones raised more than $20,000.

Proceeds will help Lifetime Care make hospice services available to anyone regardless of their insurance coverage or ability to pay as well to cover the cost of non-medical comforts such as music therapy and volunteer training. More than 200 volunteers work with hospice patients and their families in Monroe, Wayne and Seneca counties. Donations to Lifetime Care Hospice pay for volunteer coordination and expenses such as mileage.

Funds from the Hospice Harvest Festival also will help offset the cost of many bereavement support groups, counseling and education events that Lifetime Care Hospice provides to anyone in the community. Lifetime Care makes nearly 10,000 bereavement contacts a year to help adults and children deal with grief and loss.

A highlight of the night’s festivities included the Hildebrandt Spirit Award, named in honor of Austin “Ozzie” Hildebrandt. Recipient was Ruth Hogan, a dedicated hospice volunteer since 1991. Most days, she is at the Hildebrandt Hospice Care Center, Lifetime Care’s inpatient facility. There she and other volunteers and staff help patients and families spend their final time together in comfort and peace.

The Hospice Harvest Festival will take place this year on Sept. 19.

Lifetime Care Hospice Senior Nurse Carrie Sone dressed as a scarecrow to drum up raffle ticket sales.

6060 A time to die and A TIME TO BE BORN

Lilliana Fico

61 Hospice and hospital staff fulfill family’s wish to help dying grandmother meet her newborn granddaughter

Barbara Occhipinti was scheduled for routine surgery in November 2012. She wasn’t feeling very well, but there was no reason for her or her husband Joe to suspect that anything was seriously wrong. After all, she was young, only 52-years old with a second grandchild on the way.

Family meant everything to Barbara. Her “extended” family included her husband, Joe Occhipinti; her former husband, Phil Fico, his wife Ann Marie and her sons, John, Dan and Dave; Barbara’s sons with Phil, Philip and Dominic; Phillip’s wife, Heather; and her treasured granddaughter, Angelina, almost 2, Phil and Heather’s daughter.

Dominic described this close-knit family as “strange, but it works for us.” Family members gathered regularly for monthly game nights and eagerly anticipated the arrival of Phillip and Heather’s second child in May.

When the routine surgery revealed that Barbara was seriously ill, her diagnosis overshadowed the family’s joy over the new baby. Doctors performed Barbara’s first surgery in early January last year. In February, Lifetime Care began caring for Barbara at home. She had additional surgery in March and April. As her illness progressed, Lifetime Care provided home hospice care to Barbara.

As they had done when Heather was pregnant with Angelina, Phillip and Heather declined to find out the baby’s gender because they wanted to be surprised when the baby was born. As his mother’s health deteriorated, Phillip feared she might not live to see the new baby. Together, Heather and Phillip decided that he should find out if the baby was a boy or a girl and tell only his mother. Although she now knew the baby would be a girl, Barbara kept everyone guessing by often referring to the baby as “he.”

In May, as the baby’s due date neared and Barbara’s condition worsened considerably, it became a race against time. Phillip and Heather talked about having labor induced so Barbara could see her new grandchild. Yet, with no medical reason to proceed and the baby’s health their first priority, they were forced to wait the birth out.

“Barbara wanted to stay at home,” said Joe. Finally, it was agreed that Barbara’s needs would be better met on an inpatient basis.

While most hospice patients can spend their final days in the familiar surroundings of their own home, inpatient hospice care is available at Lifetime Care’s Hildebrandt Hospice Care Center for those who need full-time care to manage their pain and other symptoms of advanced illness.

On Thursday, May 23, Barbara moved to the Hildebrandt Center––the same day her granddaughter, Lilliana Fico, was born at Highland Hospital. Barbara was weak and unable to move, but was aware of her surroundings and knew what was going on. Phil came to the center to tell Barbara and Joe about their new granddaughter. More than anything, Barbara wanted to see Lilliana.

Phillip and Heather asked the doctors if they would discharge her and Lilliana the next day. Unfortunately, Lilliana was having issues, and the doctors weren’t willing to risk the baby’s safety.

“It was harder on my husband,” said Heather. “He wanted to be with us, but he also wanted to be with his mother.”

Phillip went to see Barbara to explain the situation, but the thought devastated him. In the hospice center hall, Phil asked his son if he was all right.

“No,” said Phillip. “The one thing she wants, I can’t do. It’s her last request, and I can’t do that for her.”

Phillip told his father he felt that he had let his mother down. Then and there, Phil decided, “I was going to make it happen.”

When Phil first asked if they could bring Barbara to the hospital in an ambulance to see the baby, he met with resistance on all sides. This was an unprecedented event for Lifetime Care Hospice, Highland Hospital and Monroe Ambulance.

62 Barbara Occhipinti’s family

Maureen Simpson, MSW, Hildebrandt Hospice Care Center social worker, knew how desperate the family was to bring Barbara and Lilliana together.

“This was a very complicated issue,” said Maureen, “and we were worried that in Barbara’s condition, she might not survive the trip to the hospital.”

The family would not be deterred.

“I never say ‘no,’” said Phil, “I say ‘how?’”

Joe recalled, “At first they were shocked at the request because they had never been asked this before, but when they saw how determined we were and how willing we were to work with them, they were very accommodating.”

Maureen explained the risks of the transport to Joe, Phil and Dominic. “In a second,” said Phil, “we simultaneously agreed we would do it.”

While Joe helped the hospice staff to prepare Barbara for the trip, Phil worked with Highland Hospital to pave the way. When he saw the two names of the nursing staff on the board in Heather’s room were Barb and Tricia, the same name as Barbara’s sister who had passed away 20 years ago, he took it as a sign. Barb, the charge nurse, did everything she could to make the family reunion work. She rallied the staff to prep a room and cover the windows for privacy.

The entourage from the hospice center met the entire family and Lilliana at the hospital room door. Although they expected the reunion to last 15 or 20 minutes, they talked and took pictures for about an hour. Barbara Occhipinti Barbara, who had resisted taking a full dose of her pain medication and had not really been up to speaking, was suddenly alert and talking to everyone, including the baby.

“It was utterly amazing,” said Maureen. “She saved all of her last bit of energy to respond to her family and the baby. She gave everything she had.”

The hospital and hospice center staff and even the ambulance drivers, who were initially against the transport, sat outside the room and realized what a special thing was happening.

“There was not a dry eye anywhere,” Phil recalled.

“I was very proud to have been a part of it,” says Maureen. “My part was so tiny helping make it happen, but I know they will have this memory forever. It will never stop giving back to them.”

Two days later, Sunday, May 26, 2013, Barbara Occhipinti, passed away at the Hildebrandt Hospice Care Center, surrounded by her large, loving, extended family.

63 LIFETIME HEALTH MEDICAL GROUP

Celebrating its 40th anniversary in 2013, Lifetime Health Medical Group operates 11 medical practices, six urgent care facilities and six pharmacies throughout Monroe and Erie counties where it is the largest independent primary care group. The National Committee on Quality Care has recognized all Lifetime Health Medical Group practices as Level 3 Patient Centered Medical Homes, the national agency’s highest ranking.

Dr. Lisa Burnett at the Bertha S. Laury Dental Center, Kevin Suttles, and Deanna Clark, Certified Dental Assistant.

6464 KEVIN GETS HIS SMILE BACK

Lifetime Health Medical Group staff helps Buffalo man afford his dentures

As a driver for We Care Transportation, Kevin Suttles gets many compliments on his fantastic smile from co-workers and clients. But it wasn’t long ago when Kevin may not have been as quick to flash a grin.

Prior to starting at We Care, Kevin underwent a full-mouth extraction at the Bertha S. Laury Dental Center, located in Lifetime Health Medical Group’s Mosher Health Center in downtown Buffalo. Medicaid covered the extraction, and Kevin was also eligible for dentures. However, knowing the coverage would stop once he started his new full-time job, the dental center staff tried to help him get his dentures quickly.

Unfortunately, about three days before Kevin was to pick up his dentures, he received a letter stating that his Medicaid coverage had expired. The dentures were ready, but no longer covered. Kevin was now without any teeth and without the means to pay for his dentures. To amplify the situation, his new job required a great deal of face-to-face interaction.

“When working that closely with clients, your smile is so important,” said Kevin.

Things looked bleak. Faced with a similar situation, many people would have given up. In Kevin’s case, he could have easily returned to unhealthy ways of coping with difficult times. But with the help of his health care team at Mosher, Kevin persevered.

After finding his Medicaid coverage had expired, Dr. Lisa Burnett, dentist, and Deanna “Dee” Clark, dental assistant, contact- ed Kevin. They promised to figure out how to help him. They told him to keep the original appointment to pick up his dentures.

With the financial barrier looming, the Mosher health care team pulled together to help Kevin. As a social worker and care manager in Population Health Management, Diane Luther helps engage patients and providers for better coordinated care and connects patients to needed resources, so they can achieve better health with lower health care costs. Kevin was her first case.

The team brainstormed possible solutions. Before his next appointment, Diane contacted Kevin and told him, “As soon as you get here, call me. I want to meet you.”

When Kevin came in, she walked him through what was going on before his visit with Dee and Dr. Burnett. Kevin recalls Dee saying to him, “I would never let you down. Don’t worry, we’re going to figure this out.”

Working hand-in-hand with the dental staff, Diane looked for a way for Kevin to finance his dentures and get his smile back. She made multiple calls to the Medicaid office. She suggested Kevin reapply for Medicaid. He did, but was denied. The team communicated daily with him, encouraging him not to lose hope.

Diane then researched other dental plans for one that would cover his dentures, but couldn’t find an affordable option. She investigated dental coverage through his employer, but that wasn’t available either.

“She was so helpful,” says Kevin. “She bent over backward for me.”

All other avenues exhausted, Diane presented Kevin with another option: a financial plan with the Mosher Health Center. She worked with him on an affordable down payment and monthly payments. The dental center supervisor approved the plan.

Kevin got the good news––he was getting his dentures!

Incredibly grateful, Kevin made his first payment and received his dentures at his next appointment. “I told them I’m going to live up to my end of the bargain, I really appreciate it,” he said.

65 Kevin came in again to personally thank all the staff who had helped him. The Lifetime Health team was elated to see Kevin get his smile back.

“You guys work so well together,” says Kevin. “Even the lady taking payments knows my first name.”

Kevin’s care didn’t stop at dentures. Through the process, Diane identified a gap in his care related to diabetes and high blood pressure. She helped him connect with the primary care team at Mosher, and he is now working with a physician to lower his blood pressure.

And the compliments keep coming in at Kevin’s job. “Co-workers and clients say, ‘Look at your smile.’ I’m really proud,” beams Kevin. “This story does have a happy ending.”

Patient Kevin Suttles with Dr. Lisa Burnett, left, Social Worker and Care Manager Diane Luther, and Dental Assistant Deanna Clark.

Population Health Management A proactive, patient-centric approach to health, Population Population Health Management staff is part of each Health Management engages patients and physicians patient’s health care team at Lifetime Health Medical in prevention, wellness, care coordination and care Group. They work to: management. The ultimate goal is to improve patients’ • Identify gaps in care overall health and reduce health care costs. • Connect patients to resources they need, such as transportation or language translation • Remove barriers to care • Provide better health outcomes for the patient

6666 Spine Health Center practices PATIENT INVOLVEMENT IN CARE

Dr. John Catena with Spine Health Center patient Brenda Gowan.

67 Brenda Gowan learns exercises she can do at home to prevent, ease back pain

Eight years ago, simply reaching above her head with her arm, Brenda Gowan felt something “slip” in her back. Brenda had injured a disc in her spine. Brenda’s source of pain—which she experiences off and on—is called disc derangement. It occurs when a jelly-like substance within the disc shifts.

Brenda, like many people, has to deal with chronic back pain. The National Institutes of Health defines chronic pain as any pain that persists for more than three months. At some point, nearly everyone has back pain that interferes with work, routine daily activities or recreation, says the NIH.

Shortly after the initial injury, Brenda began seeing a chiropractor, who successfully helped her to control the pain—for a while.

Periodic resurgences sent Brenda back to the chiropractor. When Brenda received a brochure for Lifetime Health Medical Group’s Spine Health Center during a flare-up earlier this year, she made an appointment.

Although Brenda lives far from the center’s Pittsford location, she figured she had nothing to lose with a visit.

“I love my chiropractor, but he never really showed me exercises to do at home to help ease my pain,” said Brenda.

The Spine Health Center’s Dr. John Catena, a doctor of chiropractic specially trained as a primary spine practitioner, showed Brenda how she could help herself ease—and even prevent—pain with a few simple exercises.

“During the evaluation, we look for what’s called a ’direction of preference’ or a ‘direction of benefit,’” said Dr. Catena. He took Brenda through multiple ranges of motion to determine which exercise would help her most.

Because Brenda’s direction of benefit is extension, Dr. Catena instructed her to lie face down with her waist and legs on the floor while she pushed up through her arms. The exercise looks similar to the yoga pose of “upward dog.” She also can do the exercise against a wall.

By performing the prescribed exercise regularly, Brenda can manage her pain. Ideally, she tries to stretch and do core strengthening exercises four to five times a day.

“I have good days and bad days,” she said. “A lot depends on my pain level. Sometimes I can go weeks or months without much pain.”

She’s grateful that Dr. Catena gave her exercises to do at home so she can avoid having to go into the office.

At-home exercises are central to the Spine Health Center’s approach. Dr. Catena and Dr. Jacqueline Beres, also a primary spine practitioner, instruct patients on correct exercise technique during visits and give them illustrated printed material to follow at home.

“We encourage patients to be independent and active in their own care,” said Dr. Catena. “We give them the tools to manage their pain so they don’t have to keep returning every month.”

Brenda is glad she made that first visit to the Spine Health Center.

“A lot of people who have back issues might not know where to turn,” she said. “I strongly encourage them to check out the Spine Health Center.”

68 Brenda Gowan demonstrates a prescribed exercise to ease and prevent her back pain.

The Spine Health Center The Spine Health Center’s specially trained chiropractors, • self-care and exercise recommendations customized called primary spine practitioners, help patients who have to their needs back pain restore and maintain their spine health. Their • coordination of care with specialists and other care model results in efficient and cost-effective treatment medical professionals for patients and frees up primary care physicians to see other patients. The Spine Health Center is located at Lifetime Health Medical Group’s Folsom Health Center in Rochester and Spine Health Center patients can expect: Perinton Health Center in Pittsford. Find out more at • timely evaluations lifetimespinehealth.com. • use of evidence-based medicine and proven treatment methods

69 MEDAMERICA

Our national long-term care insurance carrier administers more than 1,200 unique policies for 50 companies. MedAmerica maintains the broadest portfolio of chronic care financing solutions in the industry.

MedAmerica personal care adviser, Linda Wilson.

7070 PERSONAL CARE ADVISER CONNECTS wives of two clients who have the same rare disease

A series of seemingly unrelated symptoms, numerous doctor visits, a wife’s persistence and finally a specialist’s quick exam resulted in the correct diagnosis of Charles Scott’s very rare disease. That diagnosis would change both Charles’ and his wife’s lives forever.

“It all started while Charles was still working,” explained his wife, Janice. “He started dragging his foot. I would ask him about it, but he didn’t think much was wrong. Then after he retired, he was on a ladder trimming some shrubs and fell.”

Charles immediately dismissed it as an equilibrium problem that would soon pass. Janice wasn’t convinced. She had a hunch that something more was going on and pressed to look for an answer.

“We went to our regular doctor of 30 years. He’s a wonderful diagnostician,” said Janice, who listed her husband’s symptoms to the doctor.

“He ran brain scans but couldn’t find anything wrong.”

Shortly after, Charles’s eyesight started to fail.

“Here was a very healthy and active man who absolutely loved to golf, but he would return home a short time after leaving for the course, complaining that he couldn’t see or hit the ball,” recalled Janice.

Concerned, Janice brought him to an eye doctor, who couldn’t find anything wrong either. Determined to get to the root of her husband’s declining health, Janice brought him to a neurologist. That’s when all the pieces started to come together.

“We were in the neurologist’s office for about 15 minutes, when he looked at me and gave me the answer I was looking for,” said Janice.

Without going into the prognosis or treatment, the neurologist simply said the acronym for the disease and wrote the full name on a small piece of paper. He slid it across the table and instructed Janice to go home and do some research.

“It was devastating,” Janice remembered. “He told me to pay special attention to that first word because the disease just slowly takes your life away.”

Janice went home and typed the name of the disease into a search engine on her computer. The results were overwhelming.

“I’d never heard of it before. I’m not sure the neurologist had ever seen a case before either.”

What she found was too much to process, especially while trying to deal with the emotional toll of receiving such shattering news about the love of her life.

As a result of Charles’s declining health, Janice reached out to her MedAmerica personal care adviser, Linda Wilson, for help. As a personal care adviser, Linda advocates for and coordinates care for claimants and their families in their time of need.

“In the beginning, it’s overwhelming and confusing for clients and their families,” says Linda, “but I always promise that I’m here to help them through this difficult time.”

When Linda read Charles’s case details, something clicked. Although most people, including Janice, had never heard of the disease before, Linda had. Of the more than 150 cases she manages, one was a man who had been suffering with the same disease for several years. Through her regular phone calls with the man’s wife, Linda knew her to be a self-taught expert on the rare disease. Maybe she would be willing to help Janice in a way that Linda could not.

71 “Janice was struggling, and I knew the other claimant’s wife was so well-versed and had cared for her husband a long time. Alzheimer’s, multiple sclerosis, strokes, these are things I see all the time, and there are all these big organizations that everybody seems to know about to get support. But when it comes down to something like this, it’s difficult to find the information.”

So, Linda called the spouse of the initial patient and without revealing any protected information, let her know that she now had another person in her caseload who had been diagnosed with the same rare disease. Linda asked, given her known expertise, if she would be willing to share what she had learned and provide her personal insights about the disease.

“I told her that my other client’s wife was really struggling and asked her if she could provide any additional information that could ease this woman’s burden and let her know that there is a network of support out there. And although the situation was rare, she was not alone.”

The wife of the first claimant agreed and provided Linda with valuable information and support networks for families battling this rare disease. Linda relayed that information and in doing so helped to build an information bridge for two women to fight a common foe.

“The information Linda provided was invaluable. It meant so much to get help from someone who understood the severity of this rare situation,” said Janice.

“Linda could not be nicer,” she said. “You can’t imagine how much that means. And she genuinely cares, and that is rare. Really, really rare.”

Charles and Janice Scott

72 VOLUNTEERING is a way of life and love

Not only do our employees give their all on the job to meet the needs of our members, patients, providers and clients, but they’re also committed to causes that affect them personally and professionally. They serve one-on-one, working side-by-side to build houses for Habitat for Humanity or helping a young child read or an adult master English as a second language. They rescue stray animals, chaperone school field trips, coach youth sports teams and support their local congregations. They also serve on local, regional and national boards of nonprofit and professional organizations. Here are the hundreds of organizations they support and a few stories of employees’ individual efforts to “give back to their communities” and how they feel they get so much more in return.

105th Air Lift Wing, American Junior Golf Boilermaker Health Expo and Business Council of Air National Guard Association Babe Ruth Baseball Road Race New York State 4-H American Legion Riders Baden Street Settlement Boy Scouts of America Business Youth Apprentice American Legion/Auxiliary of Rochester Breast Cancer Coalition of Program American Lung Association Bald For Bucks Rochester A Meal and More Soup American Red Cross Baldwinsville Boys Volleyball Bridgeport Elementary Kitchens American Society for Training Booster Club Bridgeport United Calico Club of Springville ABVI (Association of the Blind and Development Baldwinsville Fire Department Methodist Church Calvary Assembly of God and Visually Impaired) American Society of Actuaries Baldwinsville Girls Crew Brighton Food Cupboard Rochester Ad Council of Rochester American Youth Soccer Booster Club Brighton Little League Calvary Church Adirondack Central School Fine Organization Baldwinsville Pop Warner Brighton Volunteer Ambulance Calvary Community Church of Arts (Musical) Program Amherst Girls Softball League Football Broadway Theater League the Nazarene Adirondack Mountain Club Amherst Republican Committee Baldwinsville Softball Brockport Blizzards Soccer Club Camillus Fire Department Advent House Andrews Center Association - Women’s Browncroft Community Church Camillus Optimist Club African American Leadership Angels of Fur League Bryant & Stratton Camillus Youth Hockey Development Program Animal Service League Barnard Fire Department Buddy Walk™ Association AIDS Community Services Apostolic Church of Barneveld Horsemen’s Buffalo and Erie County Camp DayDreams AIDS Family Services Jesus Christ Association Botanical Gardens Camp Good Days and Airlanes Jr. Football Associ- Apple Valley Bears Little League Buffalo Bandits Special Times ation ARC of Onondaga Beginning Experience of Buffalo City Animal Center Cancer Action Al Sigl Foundation ARISE Rochester Buffalo City Mission Canisius High School Albright Knox Art Gallery Army Reserves Believer’s Chapel Buffalo Hearing and Speech Care Net All Saints Church Arthritis Foundation Bell Top School Early Intervention Career Development Services ALS Association Artist Unlimited Inc. Bellevue Heights United Buffalo Kanazawa Sister Carlisle Presbyterian Church Alternatives for Battered Arts & Cultural Council for Methodist Church City Committee Carlisle Rural Cemetery Women Greater Rochester Berne Fire Auxiliary Buffalo Niagara Medical Carlisle Town Board Alyssa’s Angels Association for Vision Beth Sholom-Chevra Shas Campus Carol M. Baldwin Breast Alzheimer’s Association Rehabilitation & Bethany Presbyterian Church Buffalo Philharmonic Orchestra Cancer Research Fund Amateur Athletic Union Employment Bethesda Outreach Mission Buffalo Prep Carthage Elementary School American Academy of Association of Continuity Big Brothers Big Sisters Buffalo Public School #33 Catholic Charities Professional Coders Planners - Great Lakes Big Tree Elementary Buffalo Pug and Small Catholic Dioceses of Buffalo, American Association of Chapter Birthright of Rochester Breed Rescue Rochester and Syracuse Diabetes Educators Association of Health Care Bishop Grimes Prep School Buffalo Renaissance Catholic Family Services of the American Bar Association Executives Bishop’s Council of the Laity Foundation Rochester Diocese American Cancer Society Auburn Players Theater Group Bivona Child Advocacy Center Buffalo Scholastic Rowing Catholic Social Workers American Diabetes Association Aurora House of Western Blessed Sacrament Association National Association American Diabetes Network Monroe County Bloomfield Elementary School Buffalo Ski Club Race Team Cato-Meridian Girl Scouts American Field Service Aurora of CNY Bloomfield Soccer Club Buffalo Zoo Cato-Meridian School District American Heart Association Autism Society of America BlueCross BlueShield National Burdett Fire Department Caz Cares American Institute of Certified Autism Speaks Labor Office Burnett Park Zoo Cazenovia Central School Public Accountants Avon Walk for Breast Cancer Board of Elections Bushnell’s Basin Fire Cazenovia High School AYSO Soccer Youth Department CC Farm - Horse Rehabilitation

73 Dr. MarybethCaption? McCall

Dr. Frank Dubeck

Dynamic doctor duo volunteers at National Boy Scout Jamboree

Every four years, thousands of Boy Scouts from around the is a Life Scout and their son, an Eagle Scout. Dr. McCall was country converge on a single site to celebrate the National a den mother and serves as president of the Boy Scouts of Jamboree, 10 days of camping, camaraderie and outdoor America Area 3 Northeast Region. Her husband is on the activities. The 2013 gathering took place at the Summit executive board of the Revolutionary Trails Council. Bechtel Reserve in West Virginia. Newly built on 10,000 acres of donated land that had been an abandoned coal Their introduction to the physician team was via email; strip mine, the summit includes five base camps with orientation was accomplished through videos and 8,000 scouts each. manuals. Initially, Drs. Dubeck and McCall reviewed potential participants’ physical exams to ensure the scouts Excellus BCBS medical officers, Dr. Frank Dubeck and Dr. were healthy enough for the activities and terrain and that Marybeth McCall, applied to and were accepted to serve as each scout’s body mass index was in a reasonable range. physician volunteers for the 2013 Boy Scout Jamboree. The They also screened for chronic conditions. married couple has long been active in scouting. Dr. Dubeck

Celebration of Life Challenger Baseball Chili Soccer Association Church of the Transfiguration Clarence Swim Club Center for Dispute Settlement Association for Special Chili Youth Baseball Churchville Middle School Clarence Varsity Girls Center of Solitude/Spiritual Needs Children Chittenango School District Churchville-Chili Central Swimming and Diving Non Profit Organization Chamber of Commerce Christian Foundation For School District Clarence Youth Baseball Centers for Disability Rights Charlotte Community Children and Aging Cicero Elementary School Clarendon Volunteer Fire Central New York Area Health Association Christian Health Services Cicero North Syracuse Company, Inc. Education Center Charlotte Youth Athletic of Syracuse Northstars Marching Band Clay Panthers Football Central New York Cat Coalition Association Christmas Bureau City of Tonawanda Board Clinton AYSO Central New York Health Charlotte-Genesee Lighthouse Church of Christ of Education Clinton Central School Systems Agency Historical Society Church of God by Faith City of Tonawanda Youth Clinton County Office for Central NY Academy of Chautauqua County Humane Assembly Clarence Girls U10 Travel the Aging Medicine Society Church of God in Christ Soccer Clinton County Senior Central Square Pop Warner Cheerleading Program Church of Love Faith Center Clarence Girls U10 Softball Citizens Council Chabad House of CNY Child & Family Services Church of the Assumption Clarence Mustangs Hockey CNY Chinese School Children’s Miracle Network Church of the Holy Spirit Association CNY Medical Reserve Corp

74 Boy Scouts of America National Jamboree 2013.

“Packing for the experience proved to be challenging,” removed the cast from his broken arm so that he could said Dr. McCall. “We could only bring one duffle bag and ride during the summit. a backpack which we needed to carry on the mile walk to our camp site.” “That wasn’t the smartest thing the young man did,” said Dr. Dubeck. “We ended up treating him for two broken arms Their bags needed to include a mess kit, water bottles, because he fell off the bike and broke the other one.” a sleeping bag and uniforms. When they weren’t providing medical care, the couple zip Once they arrived at the camp site, they were assigned to lined through the forest, jumped off the Leap of Faith and the Alpha Medical Team tent. It quickly became known as saw scouts rock climbing, repelling, riding bikes and skate- the “A team.” boards and earning merit badges.

“The medical duty tent wasn’t your typical walk-in facility; “We walked 12 miles at an equivalent change in altitude of it was a large tent with plywood dividers, exam tables and 68 flights of stairs a day exploring what the Summit had to a cooler but no running water,” said Dr. McCall. offer,” said Dr. Dubeck. “We were constantly in motion and being active.” The medical duty tent also housed medication cabinets and laptops with an electronic medical record. All the care Both doctors said the experience was a great adventure and dispensed at the medical tent was free. created memories that will last a lifetime.

The dynamic doctor duo treated a variety of medical “I learned that patch trading is an art and that teenagers conditions, from an outbreak of influenza to a teen who can be very respectful and well behaved while having great loved to ride a BMX mountain bike so much that he fun,” said Dr. McCall.

CNY Recruiters Group Community Services for the Corning-Painted Post Cub Scouts DeRuyter Central School CNY Triathlon Club Developmentally Disabled Historical Society Cue Center for Missing Persons District CNY Works Compassionate Friends of Cortland County Youth Cure Childhood Cancer DeSales High School Cobbles Elementary School Rochester Hockey Association Association of Rochester Destiny School Cobras Soccer Club Compeer Rochester Cortland Figure Skating Club CYO Basketball for St. Rita’s Developmental Disabilities College of the Holy Cross Compass Care Court Appointed Special CYO Geddes Little League Alliance of Western Columbus Elementary School Constantia Volunteer Fire Advocates Cystic Fibrosis Foundation New York Comfort in Crisis Department Creekside Assembly of God Donate Life America Community Access Services of Consumer Credit Crohn’s and Colitis Foundation Doodlebugs WNY, Inc. Counseling Services of America Deerfield School Events Dorothy Day House Community Foundation of Cooley’s Anemia Foundation CROP Hunger Walk Delaware Soccer League Drake School Herkimer and Oneida Corn Hill Neighbors Associ- Cross Creek Church DePaul Key Housing Driver Middle School Counties ation Crossroads Community Church Depew Schools Dudley Elementary School Community Place of Greater Corning Little League Crosswinds Wesleyan Church Depew-Lancaster Boys Dunbar Center Rochester Corning Museum of Glass Crusade Against Impaired and Girls Club Driving 75 Last summer, Excellus BCBS employees, including Maria Corbett, left, Emily Boyer, Gina Nolan, Tony Fanelli and Sue Muller of CNY and Utica regions supported the United Way at Saranac Thursday at the F.X. Matt Brewery where they served beverages. The weekly happy hour fundraiser and concert is a unique partnership between the local brewery and United Way of the Valley and Greater Utica Area. A portion of the proceeds benefit the United Way.

Excellus BCBS’s Matt FitzGibbons United for United Way won The Taste of Diversity October multicultural food sample fundraiser Across our health plans and our subsidiaries, employees of that the Syracuse D-NET organized to benefit the United Way. Matt’s The Lifetime Healthcare Companies support their local United entry was an old family recipe for Way through individual donations and fundraisers they host sauerbraten that requires collecting and participate in at work. Over the years, our employees’ pickle juice in which to marinate the meat. United Way contributions have averaged more than $450,000 a year.

Eden Central School Finger Lakes Regional Burn Frankfort Schuyler Central Eagle Harbor United Eden Youth Soccer Fabius-Pompey Schools Association School District Methodist Church Edge Girls Hockey Program Fairport Area Swim Team Finger Lakes Regional Fremont Elementary PTO East Aurora Moose Lodge Elder Justice Coalition Fairport Central School District EMS Council Friends of Ferals East House Corporation Eldercare Foundation Fairport F.I.R.S.T. Robotics First Baptist Church of Friends of Jefferson East Irondequoit School District Elks Club/Ladies Auxiliary Competition Team Brockport Friendship Community Center East Rochester High School Elks Lodge Fairport High School Cheer- First Baptist Church Fyle School East Rochester Little League Ellicott Creek Volunteer Fire Co. leading of Ogdensburg East Shore Schroon Lake Ellison Park Heights Fairport Little League First Bible Baptist Church Association Neighborhood Association Fairy Godmothers of First Presbyterian Church Gananda Elementary East Syracuse Minoa Elma-Marilla-Wales Boys and Greater Rochester First Presbyterian Church of Gananda School Lacrosse Automotive Technology Girls Club Faith By Love Family Chili Garth Fagan Dance Booster Club Elma-Marilla-Wales Worship Church First Presbyterian Church of Gates Chili Middle School East Syracuse Minoa Soccer Club Faith Heritage School District Chittenango Gates Presbyterian Church Central School Elmcrest Children’s Center Faith Temple Apostolic Church FIRST Robotics Gates-Chili Fire Department Eastridge Parents for Elmira City School District Faith United Methodist Church First Spanish Baptist Church Gay Alliance of the Marching Band Booster Club Family Life Network First United Methodist Church Genesee Valley Eastwood Baptist Church Elmwood Franklin School Family Service of Rochester Fishers Fire Department Geddes Little League Eastwood Little League Emmanuel United Methodist Fayetteville Elementary Fort Drum Regional Health Geddes-Westvale Pop Warner Ecclesiastical Immanuel Church Fayetteville Free Library Planning Organization Genesee Community Charter Temple Church of God in EnMotion - CNY Amputee Fayetteville Manlius Little Francis House School of the Arts Christ, Inc. Support Group League Frank Lloyd Wright Darwin Genesee Country Village Economic Development Growth Enterprise Charter School Feminists Choosing Life Martin House Restoration Museum Enterprises (EDGE) Epilepsy Foundation Fenner Renewable Energy Corp. Genesee Valley Harriers Eden Athletic Association Errick Road Elementary School Education Center, Inc. Everson Museum of Art 76 Excellus BCBS employee Rob Contestabile helped with an effort to put flags on veterans’ graves in a Rochester cemetery.

Excellus BCBS employee rallies co-workers to put flags on veterans’ graves

Before his death, Mike Civiletti and his son, Paul, orches- Outreach Center, Vietnam Veterans, American Legion and trated an effort to place flags on veterans’ graves in the Holy Sepulchre Cemetery, to help Boy Scout Troop 195 raise military section at Holy Sepulchre Cemetery in Rochester. the $5,000 needed to buy flags for the remaining veterans’ They raised funds every year, but could only manage to graves. Rob rallied co-workers to donate to the effort, cover about 800 of more than 5,000 graves. Mike never raising more than $3,000. realized his dream of placing flags on all of the graves. On Oct. 14, 2006, a drunken driver killed Mike who was driving “It is important that we, as American citizens, take the time home from church. to honor and remember those who served in our Armed Forces,” Rob said. “We were proud to help the Boy Scouts Every year, Mike’s former Boy Scout troop kept his efforts continue their tradition and achieve this long overdue goal.” alive by continuing to flag veterans’ graves for Memorial Day. But the Scouts were only able to raise enough funds Mike, a father of three, was a software engineer at Excellus to purchase flags for about 1,300 graves. BCBS when he died. He served in the U.S. Navy for a few months in 1981 before leaving with an honorable medical That is, until 2013, when Excellus BCBS Veterans Network discharge. Serving for a short time in the Navy prompted Chair Rob Contestabile heard about Mike’s story from the Mike to dedicate his life to helping veterans, whether he Veterans Outreach Center’s Stars & Stripes Flag Store. was flagging veterans’ graves for Memorial Day or volun- The Excellus BCBS Veterans Network joined forces with teering 1,500 hours a year at the Veterans Affairs Medical other groups, including The Knights of Columbus, Veterans Centers in Batavia and Canandaigua.

Genesee Valley Health Golisano Children’s Hospital Greater Rochester Health Greece Central Lightning Partnership at Strong Foundation Swim Team Habitat for Humanity Genesee Waterways Center Grace Episcopal Church Greater Rochester Medical Greece Central School District Hamburg American Legion Post George Eastman House Grant Middle School PTO Legal Collaborative for Greece Chargers Hamburg Municipal Hockey Geva Theatre Center Great Lakes Girls Hockey High-Risk Seniors and Greece Lightning Booster Club Association Gillette Road Middle League Vulnerable Individuals Greece Little League Hamburg Volunteer Fire School PTO Greater Buffalo Gymnastics Greater Rochester Mothers of Greyhound Adoption of Department Ginther School Greater Rochester Area Twins Club Greater Rochester Hand in Hand Girl Scouts of America Partnership For The Elderly Greater Rochester Quality Grimshaw Association of Hart’s Hill Elementary G.I.R.L.S. Sports Foundation Greater Rochester Enterprise Council Parents and Staff Hastings Mallory Grimshaw Elementary School Elementary School

77 Rachel Sgroi, Brittany Taylor and Michelle Simpson clean out a garden bed at the Fulton Community Garden Project.

Brittany Taylor, Geovanni Ballog, Bridget Marion and Rachel Sgroi assemble a garden frame for the Fulton Community Garden Project.

A person who grows their own produce will eat without hunger

When a request went out to Central New York Excellus “Each volunteer had a hand in helping with this project,” BCBS employees to help the Nutrition Collaboration of said Jackie, who coordinated the volunteer effort on behalf Oswego County build additional garden beds for the Fulton of Excellus BCBS. Community Garden Project last spring, so many volunteered that Community and Regional Affairs Director Jackie “We got down and dirty,” she said, adding that Oswego Iacovelli had to turn some away. County Opportunities and the other organizations represented on the Nutrition Collaboration really In May, 15 employees headed for John Lincoln Park in appreciated Excellus BCBS employees pitching in. Fulton for a day’s work. They helped weed 12 beds in the park and constructed and placed 12 additional beds, Michelle Simpson of the Safety Net department at Excellus layering each with newspapers to discourage weed growth, BCBS witnessed the fruits of her labor firsthand. sand and a mixture of manure and topsoil. “I wanted to participate in this event because it directly “I love gardening,” said Bridget Marion, a Customer affected my hometown of Fulton,” she said. “As I drove Satisfaction Advocate with Excellus BCBS. “The opportunity by the garden boxes, I saw that they were thriving, and for others to grow and taste the freshness of their own the people involved with them were very successful with produce gives me a great feeling. A person who grows their venture.” their own produce will eat without hunger.” Among the Excellus BCBS volunteers was Regional The garden beds are available for Fulton residents to President Dr. Arthur Vercillo. grow their own vegetables, herbs or flowers. Residents “Thanks to our Excellus BlueCross BlueShield employees, also could consult with a master gardener from Cornell 24 families in the city of Fulton were able to grow their Cooperative Extension of Oswego County for her expertise. own nutritious herbs and vegetables or enjoy the beauty of Residents tended the beds throughout the summer, summer flowers throughout the growing season,” he said. producing homegrown vegetables, herbs and flowers that lasted most of the season.

78 Dr. Maritza Baez, a family practice physician at Lifetime Health Medical Group’s Mosher Center and a graduate of Buffalo Prep, meets with another Buffalo Prep graduate, Thomas Ezquerro, a senior at Canisius High School.

DR. BAEZ PAYS IT FORWARD A family practice physician and volunteer, Buffalo native cares for her community

Maritza Baez has never forgotten the educational boost she As a family practice physician and fluent in Spanish and received as a child living in Buffalo. Through Buffalo Prep, English, Dr. Baez treats Buffalo’s adults and children at she earned a full scholarship to Nichols Schools, an inde- Lifetime Health Medical Group’s Mosher Health Center. pendent day school in Buffalo where class sizes are small Providing medical care for the underserved is one way and expectations are high. There she realized her passion Dr. Baez gives back to her community. Supporting Buffalo for health and began to dream of a career in medicine. Prep is another. She’s been a volunteer there since she was in seventh grade. Buffalo Prep, a nonprofit organization, prepares promising economically disadvantaged and underrepresented She supports Buffalo Prep financially and in person, often students for success in college preparatory high schools speaking to the media and potential donors on the organi- and higher education. University at Buffalo sponsors zation’s behalf. Serving as a role model, she counsels young the program. students about the importance of a good education and the satisfaction derived from helping others. Dr. Baez credits Buffalo Prep with helping her with the college selection process whereby she received a partial “I would love to see more inner city students have the scholarship to Yale University. After earning a bachelor’s of opportunities to succeed and become valuable members of science degree in three years, she attended the University our community. I’m grateful to Buffalo Prep,” said Dr. Baez. at Buffalo School of Medicine and Biomedical Sciences on a state scholarship. She is board certified in family medicine. “I wouldn’t be where I am now without the people there and others who support this wonderful organization.” Last year, a National Center for Children Living in Poverty report ranked Buffalo as third among large cities in the nation with the highest percentages of children living in poverty. According to the Children’s Defense Fund, children living in poverty are less healthy, trail in emotional and intellectual development and are less likely to graduate from high school. 79 Health Friends Hilton Fire Department Horse Sanctuary Irondequoit Catholic Youth Health Ministry Hilton Heat Soccer Club Hospice Buffalo Organization Kango Academy Health Sciences Charter School Hilton Music Booster Hospice Care Irondequoit Soccer Club Kavinoky Theatre Healthcare Financial Hispanics United of Buffalo Hospice of Central New York Irondequoit Swim Club Kenmore Town of Tonawanda Management Association Historic Old St. John’s Church Hospice of Rochester Iroquois Schools School District Healthcare Human Resource HIV/AIDS Task Force House of the Good Shepherd Isaiah House Key Bank’s Young Men and Managers Association Holy Cross Church Humane Society Women Symposium Healthcare Information and Holy Cross School Hunter Resch Foundation Kids Escaping Drugs Management Systems Holy Family Church Huther Doyle Jefferson Avenue Kidsave Summer Miracles Society Holy Family Schools Elementary School KIDZ Korner Daycare Hearts for the Homeless Holy Ghost Church Jehovah’s Witnesses King of Kings Lutheran Church Helping Hounds Dog Rescue Holy Spirit Church Ilion Boy Scouts Jewish Family Services Kingdom Bound Heritage Christian Services Holy Trinity Ilion Jr./Sr. High School Jewish Federation of Kiwanis Club Herkimer Area Resource Center Home HeadQuarters Foundation Rochester Kiwanis Pediatric Trauma Herkimer County Fair Homeowner’s Association Ilion Little League Jewish Senior Life Services Center at Womens and Association Honeoye Falls Lima Ilion Pop Warner Football/ JFK School Childrens Hospital Heuvelton Central School School District Cheerleading Joel Stephens Memorial Fund KJ’s Angels Memorial Fund Summer Youth Program Honeoye Falls Youth iMatter Journey Christian Church Klem South School Hickory Ridge Homeowners Soccer League Immaculate Conception Journey Home Knights of Columbus/ Association Honeoye Junior Baseball Impact Martial Arts Joyful Rescues Ladies Auxiliary Hillel Community Day School Honor Flight Rochester In Christ New Hope Ministry Junior Achievement Know Theatre Hillel of Rochester Area Hope for Bereaved Integrated Health Committee Junior League Colleges Hope Haiti International Council on Juvenile Diabetes Research Hillside Children’s Center Hope Hall School Systems Engineering Foundation Hilltown Catholic Charity Hope House Intramural Basketball League Hilton Central School District HORSE Rescue

Melissa carries on “Golf for Life” tradition

In the Southern Tier, Communications Manager Melissa Klinko has played a key role with a cancer survivors’ golf tournament for eight years. Melissa befriended cancer patient Bill Sumner when he was undergoing treatment at Lourdes Hospital where she formerly worked. With Melissa’s help, Bill launched a free golf tournament for cancer patients, survivors and their caregivers in 2004. The tournament’s purpose was to help them forget about their illness and have fun. Two weeks before the second tournament, Bill died.

“We knew that Bill was looking at us from heaven and sending a sunny day for the tournament,” said Pat Sumner, Bill’s wife. “He would be thrilled that the tournament has continued for so many years.”

Since that first tournament, Melissa has promoted, raised funds for and co-chaired the event, now known as The CNY Southern Tier Communications Manager Cancer Survivors “Golf for Life” Bill Sumner Golf Classic. Melissa Klinko, right, shares a love of volunteering with her mother, Sheila Pavlovich. “I look forward each year to seeing the players and hearing their stories of beating this terrible disease. It’s always a fun and inspiring day,” said Melissa.

Each year, more than 100 patients and family members participate in the tournament, with donations providing underwriting for the entire event.

80 Lifetime Care employees Alyce Grady, left, Althea Rousseau (temporary employee), Cathy Stoneham, Jean Clancy, Helen Cunningham, Amanda Romeis, Tanya Small, Beth Mitrano, Colleen Farrell, Deanna McEwen and Pam Schultz participated in the Making Strides Against Breast Cancer Walk to help a fellow co-worker.

Lifetime Care employees support a “brave hearted” co-worker

By most standards, the Lifetime Care Patient Financial “Cheryl was the one who taught us what it means to be a Services Department is an exceptionally generous group of brave heart,” said Cathy. Leading the team was how Cathy people, willing to give whenever there is a need. demonstrated her love for Cheryl.

“When something comes up, we participate. This Cheryl lost her battle with cancer Jan. 15, 2013. Her department comes together like a family,” said Ellen co-workers continue their support in her memory and to Pelkey, Director of Patient Financial Services. honor others in their lives who have been affected by breast cancer. Cathy and co-workers Beth Mitrano and In the summer of 2011, Cheryl Day Hinz, a member of their Alyce Grady organized the 2013 Making Strides team along “family,” was diagnosed with breast cancer. As Cheryl with other fundraising events. Twenty walkers raised more battled her cancer through 2011 and into 2012, she didn’t than $1,461; a bake sale and raffle of department-donated make it easy for her friends and co-workers to help. She baskets raised another $1,100. never complained; came to work every day with a smile on her face; and made everyone around her feel better. Everyone in the group participates for different reasons.

“I wanted to do something to try to help her, but I didn’t “This group I work with really cares about people. We know how,” said Cathy Stoneham, a co-worker of Cheryl’s motivate each other,” said Beth. for more than 10 years. “I didn’t know what to say. I felt helpless.” For several years, Alyce had participated in the Relay for Life to support cancer survivors in honor of a family member Her colleagues, however, found a way. They formed a team who is a breast cancer survivor. to participate in the Making Strides Against Breast Cancer Walk in the fall of 2012. Cathy was team leader, joined “When Cathy was putting our team together, we wanted by about a dozen of Cheryl’s friends. Together, they raised to get behind her to do whatever we could to help,” said $1000 toward breast cancer awareness and research. Alyce. “And we had fun.”

Cheryl was not well enough to participate in the walk, “This is the epitome of a great place to work,” said Ellen. but she was there in spirit, choosing Bravehearts for the “It’s not any one person, but a balance. Whenever there is team name. an issue, someone steps up. The chemistry is awesome.”

81 Marcellus First Munn School Parents New York State School Lake Shore Little League Presbyterian Church Association Boards Association Paleontological Lakeshore Baptist Church Marcellus Girls Lacrosse Club Munson-Williams-Proctor-Art Next Level Church Research Institution Lakeshore Baseball March of Dimes Institute Niagara Falls City School Pancreatic Cancer Action (Skaneateles) Marcy Deerfield Pop Warner Muscular Dystrophy District Network Lakeshore Community Church Marianne Cope Parish Association Niagara University Club Hockey Parade of Homes Lambda Psi Delta Sorority Martha Brown Middle School Musculoskeletal Transplant Nimmonsburg United Parkinson Support Group Lancaster Depew Baseball Martin Luther King School #9 Foundation Methodist Church Partners in Community Lancaster Schools Mary Cariola Children’s Center North Shore Animal League Development Landmark Society Mary M. Gooley of America Partners of the Americas Landmark Theater Hemophilia Center NAACP North Syracuse School District Partnership for Nonprofit Lansing Middle School Masonic Order Naples Volunteer Ambulance Northern Area Health and Executive Excellence Latino Association McGraw Elementary School National Administrative Ser- Education Center Pathfinder Village Leadership Greater Syracuse McQuaid Jesuit High School vices Purchasing Council Northridge Church Pathway Home Leadership Mohawk Valley Meals on Wheels National Association of Northside Baptist Church Paul Road School Learning Disabilities Associa- Medaille College Fire Chiefs Women’s Ministry Paws Across Oswego County tion of America Medical Group Management National Association of Northstar Christian Academy Peace, Inc. LeRoy Central School Association Health Underwriters Notre Dame High School - Pembroke Track and Field Leukemia & Lymphoma Society Medical Society of the State of National Association of Joel Stephens Memorial Pembroke Youth Organization Life Teen Youth Ministry New York Hispanic Nurses Notre Dame Jr./Sr. High School Penfield Booster Cheer Lifespan Melissa’s Living Legacy National Association of Nursing Advisory Board for Penfield Little League Lifetime Care Hospice Memorial Art Gallery Social Workers Roberts Wesleyan College Penfield Rangers Youth Soccer Lifetime Health Mended Little Hearts National Center for Missing NY Herkimer County Penfield School District Lighthouse Baptist Mendon Foundation and Exploited Children Community College Penfield Special Education Christian School Mendon Youth Baseball National Committee for the Foundation Penfield Strikers Soccer Teams Lighthouse Baptist Church Mental Health Association Prevention of Elder Abuse NY Wine & Grape Foundation Penfield United Methodist Lima Christian School Mercy High School National Human NYS Air National Guard Church Lima Presbyterian Church Messinger Woods Wildlife Resources Association NYS Elder Abuse Coalition Penfield Youth Basketball Linus Quilt Project Care & Education Center National Kidney Foundation Penfield Youth Lacrosse Lioness Club Metropolitan Development National Multiple People Incorporated Lions Camp Hickory Association Sclerosis Society Odyssey Academy Perinatal Network of Lions Club Mexico City School District National Plan Automation Office for People with Monroe County Literacy Volunteers of CNY Mexico Pop Warner Group Developmental Disabilities Person to Person Literacy Volunteers of Miori Martial Arts National POLST Paradigm Ogden Presbyterian Church Citizen Advocacy Rochester Inc. Missions of Mercy through Task Force One World Goods Phoenix Central School District Liverpool Central Schools Abundant Life Christian National Society Daughters of Oneida All-Sports Booster Pinebrook School Liverpool Fire Department Center the American Revolution Oneida County Community Pinehurst Elementary Liverpool Girls’ Softball Mohawk Pop Warner National Women’s Hall of Health Festival Pink Ribbon Riders Liverpool High School Mohawk Regional Fame Oneida Pop Warner, Inc. Pinnacle Charter School Liverpool School District Dietetic Association Nativity of the Blessed Virgin Onondaga Middle School Pinnacle Lutheran School Living Word Academy Mohawk Valley Mary School Parent Council Pittsford Cheerleading Living Word Church Christian Latino Association Nativity United Church of Onondaga Road Elementary Pittsford Little League Health Services of Syracuse Mohawk Valley Wrestling Christ PTA Pittsford Volunteer Ambulance Living Word Family Mommies For Miracles Inc. NAVAC Ontario Fire Department Plank North Elementary School Worship Center Monroe Community College Nazareth Business Ontario Volunteer Planned Parenthood Livonia Primary School Monroe Community Advisory Council Emergency Squad Presbyterian Church Locks of Love College Foundation Nazareth College Orchard Park - Presbytery of Geneva Lollypop Farm Monroe County Association Near East and West Side Quaker Marching Band Princeton Club of Rochester Long Ridge Elementary of Firemen Task Force Orchard Park High School Prisoners Legal Services Lord of Life Child Monroe County Medical NeighborWorks Rochester Order of the Eastern Star Project Lifesaver Development Center Society Network in Aging of WNY Inc. Oriskany Fire Department Project Management Institute Loretto Foundation Monroe County Youth Hockey New Hartford Little League Ladies Auxiliary Promise Program Lose the Training Wheels Monroe High School - New Hope Missionary Orleans County Providence Housing LSD Family History Pencil Program Baptist Church Firemen’s Association Development Corp. Research Center Most Holy Rosary Church New Life Fellowship Oswego High School Psoriasis Foundation LUNGevity Foundation Mother’s of Preschoolers New Light Christian Church Oswego Rural Health Network Public Relations Society Lyons Presbyterian Church Mount Carmel House Hospice New York Employee Our Lady of Good Counsel of America Mountain Rottie Rescue Benefits Association Church Multiple Sclerosis Resources New York Health Information Our Lady of Mercy Church Macedon Recreation of CNY Management Association Our Lady of the Rosary Quad A for Kids Main Street Baptist Church Mumford Fire Department New York Mills Our Lady of the Snow Church Make-A-Wish Foundation Mumford Neighborhood New York State Association of Owego Free Academy Marcellus Central School Association Fire Chiefs District New York State Bar Association

82 It takes a village to fight flood loss

When Alison Kroe, who works in client services at Excellus Many other employees donated money and items to the BCBS in Utica, woke up at 5:30 a.m. Friday, June 28, she United Way, Red Cross, Salvation Army and Catholic heard what sounded like a river. Opening her basement Charities. door, she was shocked to see water in her basement rising to the top of the stairs. “The agencies have been amazing,” Alison said. “They passed out comfort kits, cleaning supplies, things you Alison’s immediate response, like that of most residents in wouldn’t even think of.” the small town of Herkimer, was to call 911. But with severe flooding across Chenango, Herkimer, Madison and Oneida Although she had a submerged basement, a ruined furnace counties, calls for help swamped emergency responders. and water heater and no water, gas or electricity for several days, Alison said she fared better than most. “When you call 911 and they tell you they can’t help you, it’s a very frightening experience,” Alison said. She related how a neighbor’s garage lifted off the foundation and floated down the street with a car inside. Since the floods, she’s traveled to Utica and Syracuse for Another family had to leave its house because it was basic supplies such as bleach, which she joked, “became a considered a mudslide. black market item.” Her best friend and colleague, Stephen Hesler-Mondore, Creativity was key. Alison adjusted to water-logged living by was a “tremendous help” when Alison didn’t know what shampooing with garden hoses, bathing in swimming pools, to do about her flooded house. Colleague Amanda and grilling all of her food. Mergenthaler in Customer Service was lucky her house was spared. Driving by, she noticed Alison standing outside “Without gas and electricity, you can’t cook, but you can’t her house and stopped to help. Alison said she finally go order a pizza because the pizza place is under water, received help from emergency responders early Saturday too,” she said. “And when 10,000 people need hot water morning and later from a Cambridge fire truck. heaters, Lowe’s isn’t going to cut it.” “People are amazing, some traveling more than 2½ hours Colleagues, friends and neighbors rushed to aid Alison and on their own time to help a stranger,” Alison said. “The other co-workers affected by the flooding. Excellus BCBS camaraderie was amazing.” employees in Utica raised money, donated supplies and provided food and shelter.

On June 23, five days after Gov. Andrew Cuomo declared a state of emergency in several upstate New York counties, United Way of the Valley and Greater Utica Area hosted the Flood of 2013: Disaster Recovery Telethon. Excellus BCBS employees worked shifts at the telethon, helping to raise more than $180,000 in eight hours.

Employee Ed Gallimo staffed a volunteer ambulance, and Bob and Val Berie, employees and telethon volunteers, also handed out food to flood victims from Red Cross trucks.

Alison Kroe

83 “Each animal is a teacher and has an important lesson for us – we just have to listen.” - Loretta Jones, founder of Hawk Creek.

Univera Healthcare Medicare Customer Service Representative Lori Staufenberger.

Lori’s work with animals “something larger than herself”

Hawk Creek Wildlife Center is one of the largest nonprofit had a volunteer program, I applied and was accepted. That educational outreach and raptor rehabilitation facilities in was three years ago. Since then I’ve conducted educational New York. Through more than 2,500 educational programs programs for visitors to the center. and up to 500 animal patients each year, Hawk Creek reconnects humans to the natural world and inspires an What is it about owls? appreciation of nature. They’re so interesting, and they play such an important role in the ecosystem. A family of barn owls can consume up to The predominantly volunteer run organization, located in 1,000 rodents in a three-month period, which helps protect East Aurora south of Buffalo, is an environmental organiza- farmers’ crops without the use of chemical pesticides. tion of educators, conservationists and rehabilitators. The Owls also help control the population of weasels and other center does not receive any state or federal funds. Private animals that can attack valuable livestock. donations and program fees fund the organization’s work. Hawk Creek’s Barn Owl Breeding Project has released more Among Hawk Creek volunteers is Univera Healthcare Medi- than 260 of these raptors into the wild. Hawk Creek also care Customer Service Representative Lori Staufenberger. provides owls to other educational facilities to act as ambassadors for their wild cousins. Due to habitat loss How did you get involved with Hawk Creek? and the use of DDT and other pesticides, the barn owl Through its educational displays at an area mall. On week- population of WNY was practically wiped out by the early ends, Hawk Creek often sets up in the center concourse 1900s. The birds lost their primary nesting sites as barns with birds and other animals to draw attention to their were removed; then the remaining birds would eat poisoned rescue and rehabilitation work. It certainly caught my eye! prey and return to the nest, poisoning themselves and their I’ve always loved raptors, especially owls, and it was so young. Barn owls were never officially endangered, but they amazing to see them up close. were on the threatened list. Thankfully, through re-intro- duction efforts, they can be seen flying in WNY’s night skies I also had been interested in getting my falconry license and once more. wanted to work with birds, so when I learned Hawk Creek

84 Rochester Do the Right Rome Free Academy St. Anthony of Padua Church St. Joseph’s Technology Randall Church Thing Foundation Wrestling Team St. Anthony’s Parish Committee RAVE Volleyball Club Rochester Downtown Rome Mall Housing St. Baldrick’s Foundation St. Joseph’s Villa Red Creek Central School Development Corp. Ronald McDonald St. Bartholomew’s St. Leo’s Church District Rochester Fencing Club House Charities Anglican Church St. Leo’s Softball Relay for Life Rochester Futbol Club Rotary Club St. Boniface Church St. Louis Church Remington Federal Rochester General Hospital Rouses Point Elementary St. Camillus Health and St. Louis Gonzaga Church Credit Union Caring Clown Unit Roxboro Road Elementary Rehabilitation Center St. Luke’s Episcopal Church Rescue Mission Rochester Genesee Regional School St. Catherine’s Feed the Poor St. Luke’s Mission of Mercy Richmond Fire Department Transit Authority Rush Henrietta St. Charles Borromeo St. Margaret’s Church Ride For Roswell Rochester Health Foundation Athletic Association St. Christopher’s St. Margaret’s School Rivendell Recreation Center Rochester International Rush Henrietta School District St. Elizabeth School of Nursing St. Mark Lutheran Church ROC E6 Inner City Youth Jazz Festival Rush Henrietta Youth Ministry St. Francis of Assisi Parish St. Mark’s Church Lacrosse Rochester Landmark Society Rush United Methodist Church St. Gregory the Great St. Martha Rochester Advertising Council Rochester Lilac Festival St. Gregory the Great School St. Martin Lutheran Church Rochester Area InterFaith Rochester Museum & St. Helen Church St. Mary/Mt. Carmel Parish Hospitality Network Science Center Sacred Heart Academy St. John Fisher College Nurse Ministry Rochester Auditorium Theater Rochester Orienteering Club Sacred Heart Church St. John of Rochester Choir St. Mary’s Rochester Bahá’í Community Rochester Philharmonic SAGE Commission St. John the Baptist St. Mary’s Academy Bald- Rochester Broadway Orchestra Saint Irenaeus Ministries St. John the Baptist School winsville Theater League Rochester Psychiatric Center Saint Kateri Tekakwitha Parish St. John the Evangelist Church St. Mary’s Catholic Church Rochester Business Alliance Rochester Public Library Saint Mary of the Lake Church St. John’s Episcopal Church St. Mary’s Church - Auburn Rochester Cares Rochester Regional Health Saint Mary of the Lake School St. John’s Lutheran Church St. Mary’s Church of Rochester Catholic Information Management Saints Hockey Club St. Joseph’s Church Swormville Press Association Association St. Agnes Church St. Joseph’s Collegiate St. Mary’s of the Lake Church Rochester City Ballet Rochester Regional Health St. Amelia Institute St. Matthew’s Food Pantry Rochester City School District, Information Organization St. Amelia’s Health Ministry St. Joseph’s Music Ministry St. Matthew’s Schools School 46 Rochester Speech and St. Andrew’s United St. Joseph’s Neighborhood St. Michael’s Church Rochester Community Hearing Center Methodist Church Center St. Patrick’s Altar Rosary Foundation Rock the Lakes Buffalo St. Anne Church St. Joseph’s School - Auburn Society Rochester Diabetes Network St. Ann’s Community St. Patrick’s Church

What has touched your heart from your Hawk the other was sent to a Native American eagle facility in Creek experiences? Oklahoma for a breeding program. We are now beginning a captive breeding program to help increase the population I love seeing the wonder and excitement on the faces of of the threatened Canada lynx. people of all ages when they see the beautiful animals up close. You know the saying, “every picture tells a story?” I volunteer with Hawk Creek because I want to protect Well every animal tells a story… a story that can really the planet so that all species can thrive, and I want my touch hearts. People who see these animals and hear about grandchildren and their grandchildren to experience the their rescue and rehabilitation get a new appreciation for wonders of nature that I have. these important species and for our planet. Learn more www.hawkcreek.org. Then there’s the joy that comes from helping heal and rehabilitate an injured animal and then releasing it back into the wild. That’s when you feel that you’re doing something larger than yourself.

Why is your volunteer work important? No one can preserve our planet but us. Helping these animals to survive is key because each species contributes to the ecosystem in its own way. When one species disappears due to extinction, the balance of nature is thrown off, and other plants and animals are impacted. We’ve been lucky enough to have two golden eagles hatched here over the past three years. One was released into the wild to help the dwindling wild population, and

85 St. Patrick’s School Soule Road Elementary School Temple Beth David Upstate New York Families for West Brookfield St. Paul of the Cross South Africa First Baptist Temple Beth El United Effective Autism Treatment Community Church St. Paul’s Catholic Church Church of Marilla Synagogue - Chapter of Urban League West Canada Valley St. Paul’s Episcopal Cathedral Southern Missionary Hadassah Urban Suburban Program Central School St. Paul’s Lutheran Church Baptist Church Temple Beth Zion US Air Force Reserve West Compass Care St. Philip the Apostle Southern Tier AIDS Board Temple Concord US Coast Guard Auxiliary West Genesee Athletic Club St. Pius Tenth Church Southline Sports Temple Sinai USA Swimming West Henrietta Volunteer St. Rita Church Southwest Center The Arc, Oneida-Lewis Chapter USPS Postal Service Fire Department St. Rita School Spanish Action League The August Group Utica City Schools West Monroe Fire St. Rose of Lima Church SPCA The Bridge Keeseville Utica College Department Auxiliary St. Sophia’s Greek Special Olympics The Fathers House Women’s Basketball West Ridge Elementary School Orthodox Church Spectrum Human Services The Greater Rochester Utica College Women’s West Webster Fire Department St. Timothy’s Lutheran Child Spencerport Hockey Women’s Council Softball Western New York Association Care Center Booster Club The Heritage Centers Utica Medical Society of Firemen St. Vincent de Paul Church Spinning Hope The Paw Park Utica Symphony Western New York Community Salem Lutheran Church Spiritus Christi Church Thompson Health Utica Zoo Health Planning Institute Salvation Army Spiritus Christi Prison Outreach Threshold Western New York Perinatal Samaritan Center Split Rock Elementary Tipperary Hill Bereavement Network Samaritan’s Purse Springville Arts Center Neighborhood Association Valley Health Services Westhill Booster Club Saranac Lake Central Schools Springville Assembly Of God Toastmasters International Vera House Westhill School District Sauquoit School Square Pegs Toggenburg Junior Vernon Little League Baseball Westmoreland Central School Save a Pet of Niagara Stanley Center for the Arts Racing Association Vernon-Verona-Sherrill Westside Learning Center Say Yes to Education State Road Elementary Tompkins County Health Central School Westside YMCA Schleroderma Foundation Stephen Ministry Planning Council Veterans of Foreign Wars Whitesboro Fire Department School of the Holy Childhood Stokes Elementary School Town of Amherst Veterans of Foreign Wars Whitesboro School Events School Without Walls Stonehedge Elementary School Toys for Tots Ladies Auxiliary Whitestown AYSO SCORE of Greater Rochester Strong National Museum Transplant Miracles Foundation Veterans Outreach Center Wilderness Search and Rescue Scott Spino Foundation/ of Play Tri-Cities Opera Victor Farmington Volunteer William Street School Literacy Program Stuart Horse Trials Trinity Assembly of God Ambulance Corps Williamson Fire Co. # 1 Scottsville Athletic Association Success by Six Tri-Town Soccer Club Victor Schools Auxiliary Search & Rescue Operations Sumner School Universal Pre K Tri-Valley Aces Fastpitch Victory Baptist Church Willink Middle School Second Olivet Missionary Sunset House for Hospice Softball Volunteer Lawyers Willow Bank Yacht Club Baptist Church Sunshine Horse Rescue Tully United Community Church Services Project Wilson High School Second Temple Baptist SUNY Brockport Volunteers of America Winchester Elementary School Seneca Falls Schools SUNY Oswego MBA HSA VVS Future Farmers of America Windsor Partnership, Inc. Seneca Girls Softball League Advisory Board Ukrainian Catholic Church Woodland Elementary School Seneca Park Zoo SUNY Upstate Medical of Epiphany Worksite Health Alliance of Seneca River North Little University Union Hill Fire Department Walt Disney Greater Rochester League Susan G. Komen for the Cure United Cerebral Palsy Elementary School Wounded Warrior Program Senior Hispanic Center Syracuse Ballet United Church of Christ Waterloo Music Boosters WXXI Serenity House Syracuse Bowling Association United Community Church Waterville Brothertown Shaarei Torah Orthodox Syracuse Chargers Rowing United Health Music Boosters Congregation of Syracuse Club Services Foundation Wayne Central Schools Yad B’Yad (Hand in Hand) Shakespeare in Delaware Park Syracuse Educational United Methodist Church WCNY YMCA Shared Adventures Ski Opportunity Center United States Bowling Webster Athletics YMCA AAU Basketball Club Program Syracuse Engaged Congress Webster Bible Church York Towne Quilt Guild Shea’s Buffalo Theatre Encounter Group United States Swim Associates Webster Central PTSA Young Entrepreneurs Academy SIDS Network Syracuse Kilties Pipe Band United Way Webster Extreme Softball Young Life Siena Catholic Academy Syracuse Nets United Way - Day of Caring League Young Life Grace Chapel Sierra Club Basketball Association United Way - Hispanic Webster Junior Warriors Young Life Rochester Single Volunteers of Rochester Syracuse Select AAU Leadership Development Football Young Life Rochester East Sisters of Mercy Syracuse Select Youth Program Webster Lacrosse Club Youth Orchestra of the Skaneateles Youth Basketball Basketball Program United Way of the Valley and Webster Presbyterian Church Southern Tier Skating Athletes Bold At Heart Syracuse Stage Greater Utica Webster Thomas High School YWCA Society for Creative Anach- Syracuse VA Medical Center University of Rochester Webster Thomas Varsity ronism Football Boosters Hockey Boosters Society for Human Upper Monroe Weedsport Jr./Sr. High School Zion Lutheran Church Resource Management Tapestry Charter School Neighborhood Association Theater Group Solvay Geddes Community Tar Wars Program Upstate Hospital Foundation West Bloomfield Youth Center Tax Executives Institute Upstate Latino Summit Congregational Church Solvay Middle School Temple Beth Am

86 MaryBeth Crook from Excellus BCBS, left, and Paula Stuck who works for EBS- RMSCO, third left, found that they both volunteer for Person to Person Citizen Advocacy in Syracuse. They’re pictured with the organization’s Executive Director Sandy Bufis, second left, and Earlene Jones, volunteer.

Two employees from two companies united in a single cause

When Paula Stuck volunteered to work the concession To raise funds, protégées, advocates, parents, agency staff stand at Syracuse University football and basketball games and other Central New Yorkers work side by side at the SU at the Carrier Dome, she did so to help raise funds for games and also at the Monster Truck rally that takes place Person to Person Citizen Advocacy. The Syracuse nonprofit at the Dome. agency holds a special place in her heart because it has “It’s been inspiring to see how many people truly care, who benefited her son. like to give back to our community, and return time and time Person to Person pairs a child or adult (protégée) who has a again to help us raise money,” said Paula. cognitive or physical disability that became apparent before Recently, the concession volunteers took at-risk students in age 21 with an adult volunteer (advocate). the community under their wing. Protégées and advocates develop one-on-one relationships, “They have benefited by volunteering with us,” said Paula. said Paula, who is a Project Manager for EBS-RMSCO in “We try to guide them down the ‘right’ path.” Liverpool, N.Y. What Paula didn’t know when she began volunteering for “A caring advocate can make a difference to a protégée Person to Person is that she would gain a friend and ally by encouraging him or her to develop a full, active and in a colleague at Excellus BCBS, MaryBeth Crook, Claims productive life,” explained Paula. She praised the Person Supervisor. MaryBeth serves as president of the nonprofit’s to Person Citizen Advocacy staff for their compassion and board of directors and Paula, vice president. commitment to serving this special needs group.

87 “It is nice to see employees from two of our companies Prior to MaryBeth’s participation in the training, the board come together for a common cause,” said Paula, who has had undergone many changes. volunteered for Person to Person for three years. “The board leadership course touched on topics, such as “It really has boosted my spirits to know that we’re united board leadership recruitment and social media that fit in serving our communities.” perfectly with initiatives our board was discussing and is MaryBeth agrees. Her mother, Lois Delaney, invited her to now working on,” she said. observe a board meeting. “Working to support Person to Person’s mission while “From then on, I wanted to be a part of the mission,” having fun can’t be beat. I highly recommend it!” said MaryBeth. In addition to forming a relationship with Paula, she and other individuals associated with Person to Person have become “priceless” to MaryBeth. She benefited greatly from her participation in the Board Leadership Training that Excellus BCBS offers. “The training was extremely valuable to me as I had taken on the role of president of Person to Person’s board of directors,” MaryBeth said.

Nonprofits train nonprofit board chairs how to lead

For several years, Excellus BCBS has hosted an annual board The program was founded in 2003 in Rochester, where leadership program in Rochester, Syracuse and Utica. The it is now known as the Center for Community Engagement program aims to strengthen the role of employees and others at St. John Fisher College. Expanded to Syracuse in 2005, in the community who chair boards of local nonprofits. the program is offered in collaboration with the United Way of Central New York and the Central New York Excellus BCBS former CEO Howard Berman helped to develop Community Foundation. In Utica, the Greater Utica the program. Experts volunteer to address topics ranging from Chamber of Commerce manages the program in board governance to fiduciary responsibilities. Local board partnership with Excellus BCBS, United Way of the chairs graduate with the tools to successfully lead their Valley and Greater Utica Area and The Community organizations and make a difference in their communities. Foundation of Herkimer & Oneida Counties. Offered free of charge, the program has graduated 282 local leaders since inception.

88

EXCELLUS BLUECROSS BLUESHIELD

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EBS-RMSCO

LIFETIME CARE

LIFETIME HEALTH MEDICAL GROUP

MEDAMERICA

165 Court Street, Rochester, New York 14647 www.lifethc.com

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