www.LakelandHealth.orgwww.LakelandHealth.org

a newsletter for associates, volunteers

and physicians of Lakeland HealthCareApril 10, 2013

The Value of Our VolunteersMaking Priceless Contributions to Lakeland HealthCareEvery year, our volunteers dedicate thousands of hours of service to patients and associates at Lakeland HealthCare. Please honor their commitment and remember to give them an extra thank you during National Volunteer Week, April 22 through 26.

During 2012, volunteers contributed more than 87,000 hours of service to Lakeland. That’s more than 3,600 days, and nearly 11,000 eight-hour shifts – equivalent to the time worked by 47 full-time associates. The total value in dollars exceeds well over $1.4 million!

“Every time you pick up a copy of the Pulse, you should think of our volunteers,” said Linda Fites, Manager of Volunteers. “It’s their dedication that ensures this newsletter is delivered to associates on time every two weeks. Most never miss an issue. It’s inspiring. They provide services all across Lakeland, and do so much to make this a great place to work and receive care.”

The first unorganized volunteers joined Lakeland during the Depression-era 1930s. They helped by canning food and making bandages for patients. The first auxiliaries formed during the 1950s.

Over the years, the auxiliaries have donated more than $5 million to Lakeland HealthCare, supporting associate scholarships, building projects, and much more.

Today, volunteers staff our Health Resource Libraries and gift shops, hold fundraisers, greet visitors at facilities, provide chaplaincy and hospice support, serve meals, and assist clinical associates on the nursing units, among other services.

Look for pictures from our Annual Volunteer Banquet and a list of our top volunteers to be included in the next issue of the Pulse. (continued on page 5)

Patient Satisfaction ScorecardOverall Rating 9 or 10 Goal 90th Percentile

St. Joseph Niles WatervlietData from 03/03 ‐ 03/23

The above graphic shows the percentile ranking of patients rating us a 9 or 10 at each facility. Continue to check the Pulse for regular updates.

40th 80th

25

25th

0

50

74

12

62

37

86

Why I Bring MyHeart to Work

“ I recruit and retain quality physicians to Lakeland HealthCare because I want only topnotch medical care available to my family, coworkers, and to the southwest Michigan community!”

– Stephanie McNeil, Manager Physician Services

“ I am going to get you some slippers because I care about you and don’t want you to slip or have cold feet.”

– Robert Appelget, Ultrasound TechRadiology

We Want to Hear From You! Go to the Bring Your Heart page at myLakeland and tell us your “why.” You could win a t-shirt!

How to Find Your WhyCheck out our “BEST Tips” for finding your “why.” You can find this and many other great resources on the Bring Your Heart page at myLakeland.

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Message from the PresidentLoren B. Hamel, MDPresident & CEO

There's no "I" in "team." That is, of course, entirely accurate. And I've heard that from many of you as I've rounded.

And, by the way, I am rounding. The promise was 90 times in 90 days. We're 30 days into that commitment, and I've rounded 55 different places around Lakeland so far.

We've been talking about healing relationships, and our individual roles in helping to create them. I've heard many inspiring stories of how associates, and physicians, are doing that – with our patients, and with each other, every day.

It's very easy to tell that a healing relationship is being created. In fact, it's unmistakable. You see it on the faces of your patients, you hear it in what they say, and you feel it in your own heart. I've listened to associates tell their stories, and they can't help but beaming a smile hours, and even days, later.

But some of you have struggled a bit with the difference between a team effort and an individual effort.

It's come up enough that I thought we might reflect together on the topic.

The first part of Lakeland's brand promise is "Medical Excellence." That's the care we are committed to delivering. That's the care our patients expect and deserve. Our experience is no different than the experience of others across healthcare. It's been researched extensively and reported often. It takes a team to get it right. It takes a team to create a safe environment and a safe

Make it Personalculture. It takes a team to deliver evidence-based care. It takes a team to ensure exemplary outcomes.

As a team, we've done very well. You can't deliver 100 Top Hospital results unless our teams are well trained, well equipped, and very well performing.

What about the second part of Lakeland's brand promise, "Compassionate Care?" You, of course, need everyone on the team committed to compassionate care. And you can spoil it if just one associate misses the opportunity. The impact is felt by our patients and their families, one associate at a time and one physician at a time.

A healing relationship requires a one-to-one connection between a patient and caregiver. It's an empathetic associate meeting a heartfelt need. It is, as relationships typically are, one-to-one.

So when you're talking about taking care of the clinical, environmental, or safety needs of our patients, we very much want to talk about teams. The patient is the boss of that team. Sometimes we get confused between the "captain of the ship" and the "owner of the ship." Who's the boss should be readily apparent.

When it comes to healing relationships, don't forget to make it personal.

Our MissionTo be the leader in safe, high-quality,

patient-centered, compassionate, health-related services.

P U L S EEditor:

Chad SimcoxDesigner:Vida Kluko

Contributing Writers:Laura Bailey, Meg GallertDirector of Marketing and Communications:

Megan YoreVice President of Strategy and Business Innovation:

Ray Cruse

Lakeland HealthCare publishes the Pulse for our associates, volunteers, and physicians. Story ideas for publication

must be submitted at least three weeks in advance of publication dates and are

to subject to approval and editing by the Marketing department.

For a complete list of distribution dates and to access archived issues, visit the

Pulse homepage at myLakeland.

Within the health system, please mail correspondence to:

Chad SimcoxMarketing and Communicationscsimcox@lakelandregional.org

Outside the health system, please mail correspondence to:

PulseMarketing and Communications

departmentLakeland at Meadowbrook

2550 Meadowbrook Road, Suite 201Benton Harbor, MI 49022

Phone: (269) 927-5271Fax: (269) 927-5232

Visit us on the web at:www.lakelandhealth.org

Remember to “like” us on Facebook, watch us at YouTube, and

follow up on Twitter.

April 10, 2013

Lakeland Welcomes New Manager of ReimbursementPatrick Nudo leads quite the busy life. He’s pursuing a Master’s degree in Business Administration online. At home, he and his wife, Leslie, have three boys all under the age of five – the youngest is three months. Oh, and he just relocated with his family to St. Joseph from Louisville, Kentucky.

Please join us in welcoming Patrick to his new role as Manager of Reimbursement at Lakeland HealthCare. He officially started on February 27 following the recent retirement of Mark DeVirgilio.

“It can be a little crazy sometimes, but I figure I might as well take on as much as I can right now and get it done,” Patrick said. “I’m really excited to be here. This is a nice, family-oriented area, and we’re close to family in Chicago now, too. It’s good to have that support.”

Patrick, who was born and raised in Springfield, Illinois, oversees five associates, and reports directly to Chuck Piechocki, Director of Finance.

“Everyone has been very welcoming,” Patrick said. “I already feel like I’m part of the team. I’ve done this kind of work before, so now I’m just trying to learn the Lakeland way.”

Prior to joining Lakeland, Patrick served as a consultant for an accounting firm in Louisville. He holds a Bachelor’s degree in Business Administration from Robert Morris College.

Patrick has previous experience working in healthcare. He managed reimbursement at Floyd Memorial Hospital in New Albany, Indiana.

“Our goal is to ensure that we capture proper levels of reimbursement for Lakeland,” Patrick said. “We specialize in Medicare and Medicaid, and also work with commercial payers.”

Celebrating a Decade of CaringPlease Join Us!You’re invited to help us celebrate 10 years of caring for patients at the Center for Outpatient Services, St. Joseph. Join us at a special community event with a health expo, tours and more.

• Enter to win door prizes• Enjoy refreshments• Free health screenings• See RockWell, the Wellness Raccoon• Walk the Fitness Trail• Plus much more

Visit www.lakelandhealth.org for more information

Saturday, April 27 - 10:00 a.m. to 3:00 p.m. Center for Outpatient Services, St. Joseph

Knockout Your Workout with “Get Fit in the Mitt!”The latest episode of “Get Fit in the Mitt” will give your workout a one-two punch! In “Knockout Your Workout,” Lakeland associate and exercise enthusiast Meg Gallert trains one-on-one with Ben Williams, a professional boxing coach at Point Blank Shooting Range & Sport Club in Benton Harbor.

Boxing is a popular cardio workout that burns calories fast and strengthens your core. In “Knockout Your Workout,” viewers see a routine boxing session that includes a 10-minute warm-up, strength training exercises, and sparring in the ring.

“You don’t have to be an athlete to box with me,” Ben said. “Boxing is actually easier for most people than running. I customize sessions according to your personal fitness level and needs.”

Watch “Knockout Your Workout” and any of the “Get Fit in the Mitt” episodes by going to www.youtube.com/lakelandhealthcare. Click on “Playlists” and select “Get Fit in the Mitt.”

Benefits of Boxing:Mental:• Feeling of Empowerment• Improved Confidence• Stress RelieverPhysical:• Improved Agility, Balance, and Coordination• Increased Endurance and Strength• Muscle Definition• Weight Loss

Send us suggestions for activities you’d like to see in an upcoming episode of “Get Fit in the Mitt” on Facebook by going to www.facebook.com/lakelandhealthcare

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Tawana Taylor has always had two passions in life. As an associate at Lakeland HealthCare for the past 15 years, she’s had the opportunity to fulfill one of her passions nearly every day. The other might not be quite so obvious.

“I’ve always liked to help other people,” said Tawana, a Unit Clerk on Medical Oncology at Lakeland Regional Medical Center, St. Joseph. “That’s one of the reasons I feel so blessed to be working in healthcare. I also love to write.”

It’s a passion that Tawana has been sharing with others for years. Just ask her coworkers and patients. She’s written countless inspirational poems and messages to them during tough times.

“I’ve experienced my own share of difficulties in life, and I’ve seen how it can take its toll on people,” Tawana said. “Sometimes you can lose sight of who you are. Writing something inspirational is my way of helping people, and encouraging and inspiring them.”

She never really thought about how “good” the writing might be. That wasn’t the point, but people responded in a positive way.

“People would tell me that I should have my writing published,” Tawana said. “They told me about how they would share what I wrote with others, a spouse or family member, and how much it inspired them. I had second thoughts. I wondered how readers might receive something so personal.”

Then Tawana suffered another one of life’s more difficult experiences – the loss of a parent.

“When my father died, I wanted to do something that he would be proud of,” Tawana said. “I decided to compile some of my inspirational poems and prose and see if I could get them published. I think he would have liked that. He loved to help others too.”

The title of Tawana’s book is Standing Through the Tears. It was accepted by a publisher on her very fist submission. Tawana could hardly believe it, but she decided to see if other publishers might be interested. They were, so she prayed for guidance.

Eventually she chose Tate Publishing, a family-owned, Christian-based company.

“It was so perfect the way everything worked out,” Tawana said. “Even now I look

back and just think, wow. I have people who read my book that come up to me and share such intimate stories of their own. It’s very humbling.”

Tawana had her first book signing in February. She’s been on the radio and television. Work on her next book is already underway, but it’s not about attention or extra income.

“It’s not about how many copies I sell,” Tawana said. “I just want to help others – just like I do at Lakeland HealthCare every day.”

Inspirational Words from an Associate The Power of Helping Others

Committed to You and Your FamilyLakeland Health Foundation Offers New ScholarshipThe Lakeland Health Foundation is excited to announce the creation of a new scholarship for children of Lakeland associates. The Lakeland Family Scholarship will award up to two scholarships annually to children of Lakeland associates who are pursuing a career in healthcare.

This scholarship is available to children of associates who work at our locations in Benton Harbor, Berrien Springs, and St. Joseph. You must be employed by Lakeland full time for no less than one year to be eligible.

Applicants must have a cumulative GPA of 3.0 or higher in their current education program and be accepted into an accredited college. A similar scholarship is also available to associates in Niles.

The Lakeland Family Scholarship applications are available in Human Resources at Lakeland Regional Medical Center, St. Joseph and in the office of The Lakeland Health Foundation at Meadowbrook. You can also access a copy at myLakeland by searching “Family Scholarship Application.”

Heidi Gruntman, was my nurse. She explained things so thoroughly and kept watch over me almost constantly. She told me what medication I was taking and explained everything to me. She could be a doctor!”

Praise from Our Patients! You Make Lakeland Great!The following comments were received during the process of surveying recent patients about their experiences at Lakeland HealthCare:

Dr. Helene Johnson delivered my son. She was very informative, upfront about everything, and fun to be around.”

“

“

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Annual Volunteer BanquetThursday, April 25, Friday, April 26Pebblewood Country Club, 9794 Jericho Road, Bridgman, MI

Volunteering is Good for Your SoulResearch done by the Mayo Clinic indicates that volunteering lowers your risk of heart disease, and may help you feel younger and even live longer. Whether you are young or old, volunteering can help you wave off depression, increase self-confidence, and stay physically healthy.

Neuropsychologist Joins Medical StaffAfter suffering from a stroke, a lot goes through your mind. When can I go back to work? Can I still take care of myself?

Am I safe to drive? Neurological conditions, such as stroke,

affect more than just your physical health. They also greatly impact your emotional and mental health. Lakeland HealthCare now has a Neuropsychologist who can address these needs. Please welcome

Christopher Contardo, PhD, ABPP, to the medical staff.Dr. Contardo is the only board-certified Neuropsychologist

in the region. He is specially trained in assessing and managing the everyday impact of medical, neurological, and psychological illnesses, including attentional disorders, learning disabilities, neurodegenerative disorders (dementia), stroke syndromes, and traumatic brain injuries (concussions).

“Neuropsychology is a valuable tool that helps patients understand how their brain works and affects them on a daily basis,” Dr. Contardo said. “I commonly see patients who are struggling with issues that relate to academics, driving safely, independent living, learning disabilities (ADHD), memory loss, post-neurological trauma, sports injuries, and stroke recovery.”

Dr. Contardo is fellowship-trained in Neuropsychology and Rehabilitation/Polytrauma Psychology from the Boston Veteran Affairs Medical Center through Harvard Medical School. He earned his Doctoral degree in Clinical Psychology with an emphasis in Clinical Neuropsychology from the University of Connecticut, and completed his internship in Clinical Neuropsychology at the Charleston Consortium in South Carolina.

“I was drawn to Neuropsychology because learning how the brain functions and how it’s affected by an ailment or injury is captivating,” Dr. Contardo said. “I enjoy working with patients one-on-one and taking the time to understand their conditions. I help educate the patient and their family about the best way to move forward that meets everyone’s needs.”

Dr. Contardo is board-certified by the American Board of Professional Psychology. He is a member of the American Academy of Clinical Neuropsychology, American Psychological Association, and the International Neuropsychological Society.

Dr. Contardo is seeing patients at Psychiatric & Psychological Specialties located at 1030 Miners Road in St. Joseph.

☎ For more information,call (269) 408-1688 or go to www.lakelandhealth.org/physicians

Give the Gift of LifeApril is the 10th anniversary of National Donate Life Month. It’s a time to celebrate the gift of life and the success and life-saving benefits of organ donation and transplants. Lakeland HealthCare encourages all associates to register to be organ donors.

“Organ and tissue donations have the potential to save many lives,” said Maureen Bishop, RN, Clinical Nurse Specialist at Lakeland. “Registering as a donor and talking about your decision with others are truly heroic actions. “

In 2012, the generosity of Michigan’s 261 organ donors resulted in 779 organs transplanted, saving hundreds of lives. Locally, 15 eye donations through Lakeland Regional Medical Center, St. Joseph helped to restore sight to 30 people in Michigan in 2012. There are over 3,000 people in Michigan awaiting a transplant.

“A person’s age or medical condition may not limit their ability to be a donor,” Maureen said. “Organ donations can potentially save up to eight lives. Tissue donations can help up to 50 additional people.”

How to Become an Organ Donor •CompletearegistrationformataSecretaryofState

office, visit www.giftoflifemichigan.org, or call (800) 482-4881.

•RepresentativesfromGiftofLifeMichiganwillbeavailable to register community members as organ donors and answer questions in the main atrium at the Center for Outpatient Services, St. Joseph, on Saturday, April 27, from 10:00 a.m. to 3:00 p.m.

Did You Know?In October, Lakeland HealthCare received a silver medal from

the U.S. Department of Health & Human Services for success in achieving and sustaining national goals for organ donation.

"I enjoy working with patients

one-on-one and taking the time to understand their

conditions.

www.LakelandHealth.orgwww.LakelandHealth.org

a newsletter for associates, volunteers

and physicians of Lakeland HealthCare

6

Make a Difference in the Life of a ChildS.M.A.R.T. Program Seeks TutorsThe Benton Harbor Area Schools S.M.A.R.T. Program is looking for a few good tutors. If you have a passion for helping children succeed, this is an opportunity for you. Spend just an hour a week tutoring in reading and math and watch a student soar!

S.M.A.R.T. is a customized program that focuses on helping children in grades first through eighth. As a tutor, you’ll provide individualized instruction to just one student with the support of an established onsite supervisor. You can even team up with other tutors!

Many Lakeland associates and leaders have already participated in this program, finding it both personally and professionally rewarding.

“I look forward to the time I spend with my student,” said Cali Gregory, Manager of Lakeland Personal Care Services. “It’s a phenomenal program, and I really feel like I’m making a difference in her life. I would encourage anyone to take advantage of this opportunity. It’s very rewarding.”

The program lasts for six weeks, running from April 15 through May 20. Tutors are required to have at least an associate’s degree. All tutors will undergo a background check and receive mandatory training. Please check with your supervisor before registering to ensure this does not interfere with your regular work schedule.

Visit www.bhas.org and click on the “Tutor Programs” link to register. For more information, email smarttutor@bhas.org

When Can I Volunteer?Mondays through Thursdays9:00 a.m. to 3:00 p.m.

If you speak up and

you’re right, you could save a life!

Transforming Patient SafetyPart III: A Questioning AttitudeOver the next year, we’ll be providing presentations throughout the organization to enhance our culture of patient safety. You’ll learn new behaviors and techniques, and see how every job can affect patient safety.

The third behavior in our patient safety transformation series is Practice and Accept a Questioning Attitude. This relates to our critical thinking skills, one of the fundamental requirements to providing safe and high-quality healthcare.

People who lack critical thinking skills make errors because they:

• Make wrong assumptions • Fail to note a condition that is unusual • Use information that is incorrect or misinterpret

correct informationDeveloping a questioning

attitude is important because it helps ensure that we correctly perceive the conditions around us and choose the right response. If something doesn’t seem right, it probably isn’t.

If you don’t speak up, others may not. It’s human nature. Remember to trust your gut: stop, validate, and verify.

If you speak up and you’re wrong, you’ll learn something. If you speak up and you’re right, you could save a life!

Error Prevention Techniques STOP, VALIDATE, AND VERIFY • STOP: Review the situation. • VALIDATE: Does it make sense? • VERIFY: Check with an independent,

qualified source. It’s okay not to know – it’s NOT okay not to find out.

REPORT PROBLEMS, ERRORS, AND EVENTS • Complete a Safety Call-Out. • If something needs immediate attention,

call your supervisor or a Safety Advocate.

Spend just an hour a week and

make a difference!

Your Decisions MatterMake Your Healthcare Choices Known

Reservations are preferred. For more information or to register call (269) 429-7100 or (800) 717-3811.

For all events, light refreshments will be served from 5:30 to 6:00 p.m.;

presentations and open discussion will be from 6:00 to 7:30 p.m. Please join us

at any of the following locations:

Monday, April 15Hospice at Home, St. Joseph

4025 Health Park LaneCommunity Room

Tuesday, April 16Lakeland Medical Suites, Niles

42 N. St. Joseph AvenueConference Room

Wednesday, April 17Hospice at Home, South Haven

05055 Blue Star HighwayCommunity Room

In a series of Community Forums, Hospice at Home, a Lakeland HealthCare Affiliate, is providing information and tools for the public to complete written advance directives (healthcare power of attorney and living will) in accordance with Michigan state laws.

Join Americans across the country in making future healthcare decisions known to family, friends, and healthcare providers.

www.hospiceathomecares.org

Gazebo Gift ShopSpring Apparel SaleWednesday, April 17 Thursday, April 187:30 a.m. to 4:30 p.m.Gazebo Gift ShopLakeland Regional Medical Center, St. Joseph – Lobby

Trendy and fun scarves and purses! Spring and Summer apparel!Jewelry and more!Don’t miss our unique items for your spring gardenand patio décor.

Cash, check, charge, and payroll deduction accepted!

www.lakelandhealth.org

EAP Newsletter

LIGHTEN UP…AND LIVE!

In the Chinese Zodiac, 2013 is the year of the snake. A snake sheds its dead outer layer of skin. Perhaps this year is a “sign” that we should shed our slough to become fresh, lighter and renewed. In Julie Morgenstern’s book, SHED your stuff, Change your Life, she writes: SHED is a transformative process of letting go of things that represent the past so you can grow and move forward. The four steps of SHED (Separate the Treasures, Heave the Trash, Embrace your Identity, Drive Yourself Forward) provide a framework for proactively managing change, transition, and the feeling of being stuck and unsure. By releasing the defunct, extraneous, and burdensome objects and obligations that are weighing you down, you create the space to discover what’s next and gather the energy and courage to move forward. This SHED process is different than just organizing for efficiency. SHED is useful for times of transition; when we want to get “unstuck,” make room to grow, and discover what’s most important. During the Passover season, there is a Jewish custom of clearing “chametz,” or bread crumbs from the cupboards. This makes way for unleavened bread. A Chicago rabbi in his Passover e-mail gave examples of chametz: “Crumbs of old relationships, old habits, old modes of communication, and laziness born of comfort. The stuff that fills space but doesn’t serve to truly nourish and enliven our lives.”

SPRING 2013

What’s the chametz in your life that could be cleared to make room for more nourishment? What do you need to shed in order to grow? If a butterfly stayed safe in its cozy cocoon, think of what the world would miss in the beauty of its flight.

INNER PEACE

If you can start the day without caffeine, If you can always be cheerful, ignoring aches and pains, If you can resist complaining and boring people with your troubles, If you can eat the same food each day and be grateful for it, If you can understand when your loved ones are too busy to give you any time, If you can take criticism and blame without resentment, If you can conquer tension without medical help, If you can relax without alcohol, If you can sleep without the aid of drugs, THEN YOU ARE PROBABLY THE FAMILY DOG!

FOR THOSE WHO CAN’T LET GO Do you know someone who:

Regularly hangs onto a large number of possessions that other people would not consider useful or valuable (i.e., junk mail, old newspapers, clothes, gifts, broken things, freebies)?

Has their home or parts of it so cluttered that they can no longer use those parts for their intended purpose? Like beds you can’t sleep in, a table you can’t dine at, or chairs you can’t sit on.

Has clutter so bad that it causes significant distress or impairment, such as embarrassment to have friends or repairmen over?

Has an excessive attachment to possessions, including discomfort letting others touch or borrow possessions?

These are all signs of hoarding. Mayo Clinic defines hoarding as the excessive collection of items, along with the inability to discard them. It’s not that hoarders are slobs or obsessive collectors. New research at The Institute of Living at Hartford, Connecticut, revealed that people who hoard have excessive activity in the brain regions involved with decision-making and emotion monitoring. This could be why hoarders tend to assign too much value to possessions, making it difficult to get rid of them. Hoarders feel a sense of discomfort if they feel like they may be giving away something that could be useful in the future. They can become distressed or even angry if pushed to give up useless or excess possessions. Family members may be bothered most by all the clutter with the hoarder not even recognizing that it’s a problem.

Hoarding is not the same as collecting. Collectors have a sense of pride in their possessions and enjoy displaying and talking about them. They feel a sense of satisfaction when adding to the collection and tend to keep it well organized. They budget for collection items and/or limit the amount they spend. Hoarders, on the other hand, feel embarrassed or uncomfortable when others see their possessions. They can feel ashamed after acquiring new items and are often in debt. Hoarding usually starts about age 13 and tends to get worse with age. Stressful life events, such as death, divorce, eviction, or fire can make some people vulnerable to hoarding, as can a family history of hoarding, substance abuse, and social isolation. Here are some tips to consider:

It’s not whether you can use an item but will you use it. If you haven’t used it in a year, you probably won’t.

More is not necessarily better. Think of all the time and energy spent maintaining things.

Categorize items into a few piles: Keep, Sell, Donate, and Throw Away.

Don’t overthink. Decisions shouldn’t take more than a couple of minutes.

OHIO…Only Handle It Once. Don’t move things from pile to pile.

Don’t work on clearing out more than 20 minutes at a time. You’ll become overwhelmed.

Know when you need help, and consult a professional.