November, 2015 - Mercy Medical Center

The SPHS
A Sisters of Providence Health System Publication
November 3, 2015
Mercy Continuing Care Network
Recognized for Excellence
Four Mercy Continuing Care Network facilities have received the ‘Excellence in Action’
award from My InnerView, the nation’s leading provider of performance-improvement
solutions for the senior care industry. Mount Saint Vincent Care Center, Mary’s Meadow
at Providence Place and Providence Place, all in Holyoke, as well as Farren Care Center
in Turners Falls, have been recognized for continuous quality improvement and superior
resident and patient satisfaction.
Mercy Medical Center
a Top 100 Community
Value Hospital
Mercy Medical Center has once again been
recognized as a top-ranked Community Value
Provider by Cleverley + Associates (Columbus,
OH), a leading health care financial consulting
firm specializing in operational benchmarking and performance enhancement strategies.
Mercy’s designation is noted in the independent organization’s recent publication: State of
the Hospital Industry—2015 Edition.
Continued on Page 4
From left to right: Daniel P. Moen, President and Chief Executive Officer, Sisters of Providence Health System; Jim
Clifford, Administrator, Farren Care Center; Eriko Umana, Administrator, Mount Saint Vincent Care Center; Patrick
Arguin, Guide (Administrator), Mary’s Meadow; Richard Pelland, Executive Director, Providence Place; and
Christopher McLaughlin, Chief Operating Officer, Mercy Continuing Care Network.
According to My InnerView, the ‘Excellence in Action’ award recognizes skilled nursing
and independent living facilities that have successfully made quality a priority to better
serve the needs of their residents and family members. The award is presented to facilities that maintain a significant response rate and score in the top ten-percent of qualifying
facilities on the question “Would you recommend this facility to others?” with respondents
rating the facility as “excellent.”
“Across the board, these facilities are staffed by respectful, compassionate individuals
who provide high quality care in their daily encounters with residents, patients and their family
members. We are grateful for their commitment to our Mission to serve as a transforming,
healing presence,” said Daniel P. Moen, President and Chief Executive Officer, Sisters of
Providence Health System.
“This is an extraordinary accomplishment because all four of our facilities that participate
Continued on Page 4
1
Inside Sisters of Providence Health System
ELDER AFFAIRS SECRETARY TOURS
FARREN CARE CENTER
Alice Bonner, Massachusetts Secretary of Elder Affairs, traveled to Turners Falls in September to learn more about the unique services
offered at Farren Care Center. The only facility
of its kind in Massachusetts, Farren provides
services to residents who have been diagnosed
with both physical and mental health conditions, and have been turned away by at least
five “traditional” facilities because of the complexity of care they require.
Daniel Keenan, Senior Vice President of
Government Relations, Sisters of Providence
Health System, arranged the tour to provide
Bonner with a first-hand look at Farren and the
strong connection between residents and staff,
as well as a better understanding of the challenges regarding the facility’s physical plant.
Christopher McLaughlin, Chief Operating Officer, Mercy Continuing Care Network, was also
on hand to provide information about Farren.
The tour included stops on each unit, the
main activity room, the food services department and the boiler room. Throughout the tour,
Bonner took time to visit with residents and
speak with members of the staff, often getting
to know their background and how long they
have worked at Farren.
Saint Luke’s Home Receives Trinity Health Grant
2
Saint Luke’s Home has received a $241,076
grant award from Trinity Health’s Preserving
Our Legacy Fund to make improvements to
the facility. A portion of the grant money was
used to install new flooring in the dining rooms
and the connector room between the buildings
that house Saint Luke’s residents. The funding
will also allow Saint Luke’s to purchase a new
water heater, convert the heating system from
oil to gas and renovate nine bathrooms.
The flooring work was completed in September. The remaining projects will be completed over the next nine months.
Saint Luke’s Home offers residential living
for individuals who need assistance with ac-
tivities of daily living, but do not require the
services of a skilled nursing facility. Many of the
residents have dealt with homelessness, behavioral health issues or problems with alcohol
or substance abuse, and they often continue to
face some challenges.
“At Saint Luke’s Home, we pride ourselves
on doing everything we can to ensure that our
residents enjoy a homelike environment that is
comfortable and clean. We are grateful to Trinity Health for the Preserving Our Legacy grant
that will allow us to make these improvements
to our facility,” said Barbara Tadeo, Administrator, Saint Luke’s Home.
SPHS Values in Practice
Annual Celebration Brings
Cancer Survivors Together
Hundreds of cancer survivors and their family members gathered at the
Elks Club in Springfield to remember loved ones, become inspired, and enjoy some entertainment at the annual Sister Caritas Cancer Center Survivors’
Day event in September.
Following a light breakfast, the program began with welcoming remarks
from the cancer center’s Mary Ann Lowen, MD, Division Chair, Radiation Oncology, and Michael Rosen, MD, Medical Oncology. Attendees also enjoyed
some time with “Cruise,” a certified therapy dog who often visits the Sister
Caritas Cancer Center with owner Nancy Engelbrecht, R.T. (T.), a member of
the Survivor Day Committee.
One of the highlights of the program was an appearance by “King Country,” Chicopee native Ray Guillemette, Jr., whose country music performance
brought a crowd to the dance floor. Guillemette is also an internationally
acclaimed Elvis Presley impersonator and he delighted attendees with a few
Elvis favorites.
The program concluded with a lunch and the annual release of hundreds
of balloons, many of which were inscribed with individual messages from
cancer survivors and their family members.
3
Around the Sisters of Providence Health System
Mercy Medical Center a Top 100 Community Value Hospital Continued from Page 1
“Mercy Medical Center’s reputation for delivering high quality care at a reasonable cost
has been independently confirmed with the
presentation of both the Community Value
100® and Community Value Five Star® Awards.
We are proud to be identified among the nation’s highest scoring facilities in measures of
quality of care and costs,” said Daniel P. Moen,
President and Chief Executive Officer, Sisters of
Providence Health System. “With an increasing
focus on health care value and value-based
purchasing of health care services driven by
health care reform, providers are challenged
to maximize their productivity and efficiency
without sacrificing quality. These awards are
further validation that Mercy Medical Center
successfully meets those challenges.”
Written by William O. Cleverley, Ph.D., a
noted expert in health care finance, the State
of the Hospital Industry reports selected measures of hospital financial performance and
discusses the critical factors that lie behind
them. The publication focuses on the US acute-
care hospital industry over a three-year period
(2011-2013).
For the twelfth year, the 2015 State of the
Hospital Industry reports an exclusive measure
developed by Cleverley + Associates: the Community Value Index® (CVI). The CVI is a proprietary index created to offer a measure of the
value that a hospital provides to its community.
The book outlines the data used to calculate
the CVI as well as provides a list of the Top 100
and all Five-Star (top quintile) hospitals.
“The topic of hospital value is increasingly
being discussed. Issues of pricing and commu-
Mercy Continuing Care Network
Recognized for Excellence Around SPHS
Nurse of the Year Finalist
Congratulations to Alice Hodge, RN, Parenting Education
Coordinator at the Family Life Center, Mercy Medical Center,
for her nomination as a 2015 March of Dimes Nurse of the Year
finalist. Hodge was recognized for her “dedication to serving
young mothers who are at high risk” and for her “outstanding
contributions to health care in Massachusetts.”
Continued from Page 1
Alice Hodge, RN, holds her award for being
named a Nurse of the Year finalist.
Holiday Bazaars
It’s not too soon to start thinking about the holidays! Mount Saint Vincent Care Center’s
annual Holiday Bazaar, to be held on Saturday, November 7, from 9 a.m. to 1 p.m., will
feature holiday crafts, a bake sale and raffles. A light lunch will also be available. Saint
Luke’s Home will hold its annual Holiday Bazaar on Friday, November 20, from 10 a.m. to
3 p.m. The event will feature homemade candy, gifts, baked goods and raffles.
4
A MEMBER OF TRINITY HEALTH
nity benefit have been well-publicized but little
has been offered to measure the broad scope
of value,” adds James Cleverley, co-author. “In
response, the Community Value Index® was
created to provide an assessment of a hospital’s
performance in four areas: financial strength
and reinvestment, cost of care, pricing, and
quality. Fundamentally, the CVI suggests that
a hospital provides value to the community
when it is financially viable, is appropriately
reinvesting back into the facility, maintains a
low cost structure, has reasonable charges, and
provides high quality care to patients.”
in the My InnerView survey have been selected
to receive ‘Excellence in Action’ awards. More importantly, these awards provide tangible evidence
that the level of care provided at Mount Saint
Vincent Care Center, Mary’s Meadow, Providence
Place and Farren Care Center is consistently outstanding,” said Christopher McLaughlin, Chief Operating Officer, Mercy Continuing Care Network.
This is the fifth year in a row that Mary’s Meadow at Providence Place and Farren Care Center
have received ‘Excellence in Action’ awards from
My InnerView, and the second consecutive year
that Providence Place has received the award.
The SPHS Journal is a publication of the Sisters of Providence Health System. Please send submissions to Mary Orr,
Media Specialist, Marketing Department, phone: 748-7217, e-mail: Mary.Orr­@sphs.com. SPHS JOURNAL ONLINE AT:
http://sphsma.che.org/ or MercyCares.com.
A SISTERS OF PROVIDENCE HEALTH SYSTEM PUBLICATION / FALL 2015
Care Connect Marks Two Years of Advances at Mercy
EXPANDS TO PROVIDENCE BEHAVIORAL HEALTH HOSPITAL
Care Connect Results at Mercy
Reduced average patient length of
It’s been just more than two years since Mercy Medical Center launched Care Connect, a
patient-centered care delivery model that focuses on transitions in care through the entire
continuum, and Care Logistics, a comprehensive care integration system that focuses on
flow redesign, quality and service improvement and the creation of hospital and facilitywide coordination. Since then, this multi-layered approach to patient-centered care has
posted numerous successes in several areas, such as length of stay and patient satisfaction.
The Care Connect model successfully improves care coordination by utilizing staff in
ways that focus on their skills and expertise.
Clinical Care Coordinators (C3s) work in the
Emergency Department, Surgical Services and all
inpatient units, as well as the “HUB” of operations or “command center” for care coordination
within the hospital, and utilize technology that
enables real time performance management.
“Operational Rounding” is also conducted
weekly in patient care areas by members of
Mercy’s Senior Leadership Team and ‘Operational Coaches.’ During rounding, discussions
center on key initiatives and the evaluation of
recent quality data, as well as specific suggestions to improve care delivery using an “A3”
model. Improvements that result from an “A3”
are often suggested by clinical staff members
who work directly with patients every day.
stay by a full day, from 4.6 to 3.6
R educed the number of patients
who left the emergency room without
being seen by more than half, driving
the average down to 1.85 percent
Reduced observed-to-expected (O/E)
ratio for targeted discharges from
1.34 to an average of 1.1 to 0.95.
Reduced patient 30-day readmissions
to 9.6 percent, down from 13 percent
Improved inpatient satisfaction percentile ratings by 50 percent
Since January 2014, Mercy has completed 114“A3s”.
“We have had a number of successes with
the A3 model because it breaks down barriers
among front-line care givers, their managers
and members of senior leadership. It also fosters teamwork and a sense of accomplishment
that comes from solving a problem together,”
said Marjory Palladino, RN, BS, MSN, CRRN
CSPHP, Director of Care Coordination, Mercy
Medical Center.
Together, doing the right thing, the right way, every day for every patient
Together, doing the right thing,
the right way, every day for every patient
Providence Behavioral Health Hospital
Launches Care Connect Technology
Marjory Palladino, RN,
BS, MSN, CRRN CSPHP,
Director of Care Coordination,
Mercy Medical Center
In an effort to streamline care coordination at Providence Behavioral Health Hospital
(PBHH), the Care Connect Hub at Mercy Medical Center became responsible for facilitating
admissions to PBHH in 2014. Utilizing successful Care Connect processes and established
technology, this change has enhanced patient care and services through improved
coordination with Mercy’s Emergency Department, the behavioral health crisis teams and
PBHH’s inpatient units. In addition to serving as an intake call center for PBHH patients, the
HUB also provides care coordination and utilization review, under the direction of Marjory
Palladino, RN, BS, MSN, CRRN CSPHP, Director of Care Coordination, Mercy Medical Center.
CareConnect is a model that improves care coordination by orchestrating every step of patient
care. The model uses new processes and technology to improve communication, teamwork, patient hand-offs, and patient flow in every area of the hospital. These tools help assure that patient
care is delivered on time and according to plan. CareConnect will help us achieve world class efficiency, zero defects on quality and safety, and a great patient experience.
The Care Coordination and Operational Rounding with A3s are launched prior to Care Logistics
because it is important to have our own processes further “hardwired” and in place before introducing the new software. PBHH began using Operational Rounding with A3s a few months ago,
and since then staff members have initiated 14 Process Improvement A3s.
During Care Logistics “Go Live” implementation, there will be a team stationed at PBHH for
technical assistance as well as Super Users throughout the facility for ongoing support.
IMPLEMENTATION OF THE
CARECONNECT “ROLL OUT”
THROUGH SEVERAL STAGES:
March 2013: Operational Rounding and A3 process started at MMC
April 2013: CareConnect model implementation
at Mercy (including the Care Coordination Center
and all Unit C3 staff)
May 2013: Care Logistics electronic system Go
Live at Mercy, Weldon, Emergency Department
and Perioperative Services
October 2014: The CAC was transitioned to the
HUB at which time we also started to transition the
Utilization Review Model to the Care Coordination
Model.
March 2015: Operational Go Live of the CareConnect Model with the first C3s working at PBHH and
PBHH Admissions department updating/maintaining bed placement in Care Logistics with HUB
Coordination
May 2015: PBHH Project Team created for the OAU
and Adult Psych implementation of Care Logistics
June 2015: Operational Rounding and A3 creation
process started at PBHH
July 16, 2015: Care Logistics “Coming Soon” Event
July 23, 2015: Accreditation Review (JC) process
occurred
October 2 – October 28, 2015: PBHH Staff
Training on Care Logistics
October 14, 2015: Care Logistics Process Walkthrough Event for all PBHH Staff 1:30-4pm
October 28, 2015: Care Logistics Go Live at PBHH
for OAU and Adult Psych
Nov 2015: ATS and CHAD Project Team assembles
to begin reviewing Current State Flow
Q2 2016: Addiction Treatment Services and CHAD
Go Live of Care Logistics.
The Care Connect News is a publication of the Sisters of Providence Health System. Please send inquiries
to Charline Cauley, Manager of Operations Outcomes, Mercy Medical Center, phone: 413-748-9878,
e-mail: Charline.Cauley@sphs.com.
A member of the Sisters of Providence
Health System and Trinity Health