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PAWS AND EFFECTPet volunteers featured in new exhibit at Rick Smith Gallery

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PAWS AND EFFECTPet volunteers featured in new exhibit at Rick Smith Gallery

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GATEWAYSa publication for our employees and academic partners

april2013

issueN°54

SPECIALDOUBLEEDITION!

We are making great progress on the work being donearound the patient experience. It is important that we

get it right... our patients are counting on it!Our hospital has a long and rich history of caring for our

community and providing great service. When rounding, arepresentative from International Services presented me witha replica of a card that was given to patients many years agowhen they were admitted to our hospital. It read:

GREETINGSThis is your home while you are with us.We want you to feel happy and comfortable.Our aim has been to make your surroundings cheerful.

We want you to get well as soon as you can.To that end, we give you the best service that is in our power.Will you let us know if there is any little thing we can do tomake you happier?

- Hermann Hospital

What a great legacy we have inherited! We are all a part ofsomething big here. Thank you for making a difference for ourpatients and for your continued efforts to improve the patientexperience.

Talk soon,Craig

A Patient Success Story

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CAMPUS MOSAIC: OUR HISTORY MEANS SOMETHING!

A few months ago, pediatric neurosurgeon Stephen Fletcher,D.O., associate professor in the department of PediatricSurgery at The University of Texas Health Science Center atHouston (UTHealth) Medical School, received an email out ofthe blue from a patient he had treated 25 years earlier. Thepatient, Rodney Janczak, thanked Dr. Fletcher for theoutstanding care he received following a serious car accident– life-changing surgery that has enabled Janczak to overcomeparalysis and lead a healthy, active life.

In 1987, Janczak – then 9 years old – sustained a headtrauma and spinal cord injuries and was air ambulanced viaLife Flight® to Memorial Hermann-Texas Medical Center fortreatment. His injuries left him paralyzed on the right side ofhis body. Dr. Fletcher put Janczak in a halo brace to supporthis neck in the correct position while the injured spinalcolumn and ligaments healed. Six months later, Dr. Fletchernoticed that his neck hadn’t healed properly and asked

Howard Cotler, M.D., an orthopedic surgeon affiliated withMemorial Hermann-TMC and a former faculty member atUTHealth Medical School, to assist in performing a spinefusion on Janczak. Drs. Fletcher and Cotler used a portion ofthe patient’s hip bone to fuse two vertebrae in his neck.

The procedure was successful. This year, Janczak – who serves as assistant chief at the Cy-Fair Fire Department –recently finished his fourth marathon. Married, with a 16-year-old daughter, he will complete his doctorate inhuman resource and organizational development at TexasA&M University in the spring of 2016.

Janczak is grateful for the care he received. “I’m certainnone of this would have been possible without your help,” hewrote in his email to Dr. Fletcher. “You provided care to meand my family 25 years ago that can never be repaid. Wethank you for that.”

Among our Campus’ most special and unique volunteer partnerships are

those with two local pet therapyorganizations – Bright and BeautifulTherapy Dogs and Faithful Paws ofHouston. Each week, the animals –accompanied by their humancounterparts – visit our hospital, to thedelight and excitement of our patients,guests and staff.

The compassion and dedicationshown by these special groups hasinspired the hospital to honor theirhealing efforts by displaying portraits ofour furry volunteers in the nextinstallation at the Rick Smith Gallery –“Paws and Effect.” The gallery willfeature photographs and biographiesexplaining the animals’ stories andinterests. Memorial Hermann-TexasMedical Center enlisted the creativeservices of local photographer RobynArouty. Arouty is a commercial andportrait photographer who specializesin creating modern lifestylerepresentations of people and animals.She is also passionate about animalrescue and is an outspoken animal rightsadvocate.

“We wanted to showcase theanimals who selfishly give of themselvesto brighten the day of our patients andtheir loved ones,” said Craig Cordola,chief executive officer of the MemorialHermann-TMC Campus. “We are proudto partner with pet therapyorganizations and appreciate theirdedication and service at our hospital.”

Bright and Beautiful, founded in1998, is an organization dedicated totraining, evaluating and qualifyingowners and their well-behaved dogs tovisit rehabilitation facilities andhospitals in the Greater Houston area.Joan Lawrence, Bright and BeautifulHouston-area director, loves spendingtime with the organization because she’switnessed first-hand the healing effectsof the animals.

“Animals have the ability to takepeople’s minds off of their currentsituation. You can see a physical changein demeanor when animals visit; the

patients seem happier, lighter andgenuinely enjoy the company,” saidLawrence. “A perfect example of this iswhen we had a dog that only had three ofits legs and he happened to visit apediatric patient who was strugglingwith the loss of one of his legs as well.After the boy saw the dog move, jump,play and interact with others, he knewthat he would be able to do the samething and that he was going to be OK.”

Sponsored by the Bellaire UnitedMethodist Church, Faithful Paws wasfounded in 1997 to use trained animalsto bring unconditional love and supportto those who may need it. Most of theircertified pets are dogs, but they alsohave cats, rabbits and other furry orfeathered friends who volunteer.Organization members come from allover the city to spread joy and bringcompanionship to over 40 localhospitals and healthcare facilities.

“We drive from Spring, but the timeon the road is well worth the smiles andreactions we get from patients, familiesand staff,” said Betsy Stuckey, a FaithfulPaws member who visits the hospitalwith her 5-year-old Sheltie, McTavish.

To find out more about these groupsand Robyn Arouty’s photography, pleasevisit the websites below:• Bright and Beautiful Therapy Dogs

– www.golden-dogs.org• Faithful Paws –

www.faithfulpawshouston.com• Robyn Arouty Photography –

www.robynarouty.comAll employees, patients and visitors areinvited to stop by the Rick Smith Galleryto see the pet portraits. The gallery,which was funded through employeedonations to the Annual EmployeeCampaign, was created in memory of our Campus’ late director of ChaplaincyServices and is located on the 1st Floor of Cullen Pavilion, next to theescalators.

This is the gallery’s third artinstallation since it opened in 2012. Thefirst exhibition, “Portraits in Healing,”featured paintings and sculptures bySmith and employees. The most recentexhibition, “M.D. Art,” featuredphotography and mixed media byphysicians. E

PET THERAPY ANIMALS CELEBRATED IN LATEST EXHIBIT AT RICK SMITH GALLERY

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“Paws and Effect,” a new exhibit at the Rick Smith Gallery, features portraits ofsome of our Campus’ most treasured volunteers – therapy pets. The installation

was created to honor the animals’ dedication and service to our hospital’spatients, visitors and employees. Pictured are canine volunteers Louie, a basset

hound and Vala, a Yorkshire terrier.

ANNOUNCING 2012 VOLUNTEERS OF THE YEAR

Rae NunleyMemorial Hermann-Texas Medical Center Volunteer of the Year

Memorial Hermann-Texas MedicalCenter is proud to announce Rae

Nunley as the 2012 Volunteer of theYear. After joining the volunteer teamin April 2012, Nunley has positivelyimpacted the hospital, serving nearly500 hours in the past year. Whilemaintaining her responsibilities as afull-time nursing student, Nunley playsa vital role at the Texas Trauma

Institute’s Emergency department and shock-traumaintensive care unit. Working side by side with the volunteerservices team, Nunley streamlines volunteer processes tobetter increase the hospital’s overall efficiency.

A natural people-person, Nunley eagerly assists withvolunteer training, making the new volunteers feel welcomeand important to Memorial Hermann-TMC’s volunteer team.When she’s not in fellowship with other volunteers, she is

helping meet the needs of the hospital staff and patients.“Rae’s hard work and commitment to Memorial Hermann-TMC are greatly appreciated by all that know her,” saidKristen Wilkerson, manager of Volunteer Services atMemorial Hermann-TMC. “We are confident that Rae’spassion for helping others will only continue to grow strongerand shine brighter in her future as a nurse.” Nunley plans tobegin her nursing career at The University of Texas MedicalBranch at Galveston in May. “We recognize and honor Rae forher outstanding dedication and support she has graciouslyshown our staff and patients this past year,” added Wilkerson.

Deborah HarmseChildren’s Memorial Hermann Hospital Volunteer of the Year

Children’s Memorial HermannHospital is pleased to announceDeborah Harmse, better known as “Ms.Debbie,” as the 2012 Volunteer of theYear. Harmse started volunteering atChildren’s Memorial HermannHospital in September 2011 after herhusband’s work transferred the coupleto Houston from South Africa. As afundamental member of the Children’s

Memorial Hermann Hospital team and family, Harmse assistswith a wide variety of tasks, including cleaning toys, holdingbabies, training new volunteers and meeting the parents’various needs. Every Tuesday and Thursday, the staff breathesa little easier knowing that she will be on the floor helpingspread some extra love to the kids and their families. “Wetreasure her ability to ease fears and spread love. Words cannotexpress what ‘Ms. Debbie’ means to the staff and the patientsshe helps every day,” said Leigh Ann Cutting, a Child LifeSpecialist at the hospital.

In addition to her commitment to Children’s MemorialHermann Hospital, Harmse is also a certified CanCarevolunteer and sits with our adult patients receiving cancertreatment to help them pass the time.E

Go to InSite, select the Campus Info tab and select the “Filming Guidelines andHelpful Information” link to access helpfulhandouts 24/7.

Questions about Filming on Campus?

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Town HallApril 1, 2 and 3Join the Campus Leadership team for this all-employee forum todiscuss important happenings around the Campus. The sessions,which provide employees the opportunity to ask questionsdirectly to members of the leadership team, will take place in theHermann Conference Center at the following dates and times:• Monday, April 1 – 7:30, 9, 11 a.m.

3 and 7:30 p.m.• Tuesday, April 2 – 1 and 3 p.m.• Wednesday, April 3 – 7:30 a.m.

Schwartz Center Rounds®: “Sometimes You Have to Phone a Friend”Thursday, April 4There are some patient and family care situations that requireextraordinary effort to manage well. The Family Response Teamis a helpful resource for clinical staff dealing with suchcircumstances. To illustrate the team’s work, the next SchwartzCenter Rounds will review a case that involved conflict,deception, ethical concerns, interference with treatment, andmental illness. All employees are invited to attend this free eventin the Hermann Conference Center. A complimentary lunch willbe served at 11:30 a.m. and the program will take place fromnoon to 1 p.m. Continuing Education credit provided for nurses,physicians, social workers and other allied health professionals.

Wellness Lecture: “Back Safety and Maintaining Back Health”Thursday, April 4Stop by the Aspen Room from noon to 1 p.m. to learn aboutkeeping a healthy back, preventing back injuries and ergonomics.Attendees also will have the opportunity to learn and practice sixback stretches/strengthening exercises. Bring your lunch(beverages furnished) to this free event. There will be a drawingfor a prize.

Lamborghini Festival�Friday, April 5 – Sunday, April 7 Sports car lovers, start your engines! You won’t want to miss theLamborghini Festival, which includes the opportunity to ride in anexotic sports car. Visit http://lamborghinifestival.com to learnmore about the dining and track events, which will take place atCity Centre and Motor Sport Ranch. You won’t want to miss it!Proceeds benefit Children’s Memorial Hermann Hospital.

Esophageal Cancer Awareness EventSaturday, April 6The Ertan Digestive Disease Center, a Gastroenterology Center ofExcellence, presents “When Heartburn is More Than JustHeartburn,” an esophageal cancer awareness event. The freeinformation session will take place from 9 to 11 a.m. in theMemorial Hermann Medical Plaza, suite 1400. Space is limited.To register, please call 713.222.CARE (2273).

11th Annual Run for the RoseSunday, April 14The 11th Annual Run for the Rose, held in the memory of MarnieRose, M.D., a second-year resident at Children’s MemorialHermann Hospital who died of brain cancer at age 28, will takeplace Sunday, April 14 at Reliant Park. The event directlybenefits our children’s hospital and pediatric neuro-oncologyresearch at The University of Texas Health Science Center atHouston (UTHealth) Medical School. One T-shirt design will becreated for all Memorial Hermann teams and will be free to anyindividual who raises $25 or more. For more information, pleasecontact [email protected]. The generalCampus team is Topper’s Troop and MNI’s main team is BrainCancer Warrior. To register with these teams or to create yourown, go to www.runfortherose.com. If you form your own team,be sure to include “MH” or “UT” in your team name, so the RoseFoundation can track donations.

Global Nursing ConferenceMay 17 and 18The 4th annual Global Nursing Conference will return to Houstonon May 17 and 18. This year’s conference, “Advancing thePractice of Nursing: A Global Perspective” will take place in theMorris Cultural Arts Center on the campus of Houston BaptistUniversity. The two-day event will provide registered nurses withthe opportunity to earn up to 10 hours of continuing educationcontact hours. The opening session will feature keynote speakerCaptain Mark Kelly, a celebrated American astronaut andhusband of former US Congresswoman Gabrielle Giffords.Nurses, active military personnel, veterans and nursing studentsare encouraged to attend. The cost of the two-day event fornurses is $200. Space is limited. Register athttp://2013.GlobalRN.org by May 8.

Upcoming Events

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The 2013 March ofDimes® March for Babies®will occur Sunday, April 28at the University ofHouston’s RobertsonStadium. Openingceremonies are scheduledto begin at 8 a.m. and theWalk will start at 9 a.m.,

rain or shine. Proceeds from the event benefit the March ofDimes, which provides funds for lifesaving research for ourlittlest patients and antepartum resources for their parents.Our System’s fundraising goal for this year’s March for Babiesis $100,000. Our Campus has three primary teams this year:

• CMHH Antepartum Helping AntePartum Patients Endure (HAPPE)www.marchforbabies.org/team/HAPPE

• CMHH Women’s Services TNT (Tiny and Tough)www.marchforbabies.org/team/t2029838

• CMHH NICUwww.marchforbabies.org/team/NICUTeam

You can support this worthy cause by registering online at www.marchforbabies.org/memorialhermann. If you can't walk with us, please help by donating to one of our teams. For more information, email [email protected]. Together, we can help babies begin healthy lives!

Register for the 2013 March for Babies

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The 2012Physician of

the Yeardesignation wasawarded lastmonth to twoesteemedphysicianspracticing at theMemorialHermann-TexasMedical CenterCampus - JaelCarbajal, M.D.,

in anesthesiology at Children’sMemorial Hermann Hospital andBrandy McKelvy, M.D., an attendingphysician in the MICU at MemorialHermann-Texas Medical Center. To beselected for the award, physicians mustmeet a list of nomination criteriaincluding consistently exemplifying theMemorial Hermann Health System’sculture and going above and beyond tocreate exceptional patient careexperiences.

“Both of these physicians are highlyregarded by employees, administrationand fellow practitioners alike for theirprofessionalism and compassion,” said Craig Cordola, chief executive officer of

the Memorial Hermann-Texas MedicalCenter Campus. “They exemplify whatit means to be a caregiver, and we arefortunate that they have chosen ourCampus as their professional home.”

The Physician of the Year award isan employee-driven initiative, and theaward is facilitated each year by thePartners in Caring (PIC) committees ateach Campus across the System. PICencourages employees at each Campusto submit nominations for the Physicianof the Year, and both Drs. Carbajal andMcKelvy received an overwhelmingnumber of nominations, according toStanley Rhone, director of RespiratoryServices and a PIC committee member.“Facilitating the Physician of the Yearaward is one of the most rewardingaspects of serving on PIC,” said Rhone.“It’s really affirming as a healthcareprofessional to hear personal stories ofthe positive impact our physicians haveon employees across the organization –from food services to nursing tomanagement – you name it. Thesephysicians have really made an impact.”

Dr. Carbajal, who has beenpracticing at Children’s MemorialHermann Hospital for almost sevenyears, was lauded by one nominator for

“treating eachpatient with thesame dignity andrespect she givesto her own familymembers” andanother for “hertireless hours ofdedicated care,staying as long asit takes to get thejob done with asmile on her facethat lights up the

room.” Dr. McKelvy’s nominators ravedabout her “utmost respect and supportof the nursing staff” as well as her“ability to connect with the entire careteam, collaborating across all disciplinesto do what’s best for the patient in acaring and compassionate manner.”

In honor of their recognition asPhysicians of the Year for 2012, Drs.Carbajal and McKelvy each received a$1,500 donation to the charity of theirchoice. Dr. McKelvy selected thePulmonary Hypertension Associationand Dr. Carbajal chose the LupusFoundation of America. E

2012 PHYSICIANS OF THE YEAR NAMED

Jael Carbajal, M.D. Children’s MemorialHermann Hospital

Brandy McKelvy, M.D.Memorial Hermann-Texas Medical Center

EVERYTHING YOU NEED TO KNOW ABOUT THE ANNUAL EMPLOYEE SATISFACTION SURVEY: APRIL 1 – 15, 2013

THE BEST POSSIBLEWORK ENVIRONMENT:SNAPSHOTS OF TEAMWORK AND CAMARADERIE

SPECIALDOUBLEEDITION!

EVERYTHING YOU NEED TO KNOW ABOUT THE ANNUAL EMPLOYEE SATISFACTION SURVEY: APRIL 1 – 15, 2013

From April 1 to 15, employees from across the MemorialHermann-Texas Medical Center Campus areencouraged to participate in the System’s annual

employee satisfaction survey, an opportunity for you toprovide confidential feedback directly to the leadership teamabout your experience as an employee at our hospital. Thequestions are designed around factors that research has shownto generate happy, fulfilled, long-lasting relationshipsbetween employees and employers. When you take thesurvey, it is important to keep in mind that isolatedexperiences should not determine your score on any question.

The Rating SystemThe survey is comprised of 19 questions rated on a scale ofStrongly Agree, Agree, Neutral, Disagree and StronglyDisagree. Employees may rank each question with a score of 1 to 5, with 5 indicating Strongly Agree and 1 indicatingStrongly Disagree. While we always strive to earn the highestpossible rating on each question, our overall goal average for this year’s survey is 4.25 and our participation goal is 70 percent.

Choosing “Neutral” Is Considered an Unsatisfactory ScoreChoosing Neutral as an answer indicates an unsatisfactoryscore and can have a negative impact on your department’soverall rating.

Base Responses on Your Experiences as an IndividualYour responses should be based on your experiences as anindividual, and not the perceived opinions of others. To helpyou make the most informed decisions possible, we’ve takenan in-depth look behind each of the questions and includedsome important things to think about when determining youranswers.

How to Respond to Question 18 if You Do Not DirectlyWork with PhysiciansEach question should apply to your unique experiences as anemployee. For question 18, if you do not directly work withphysicians or feel like you do not have an opinion on whetheror not physicians and staff get along well, we encourage you toleave this question blank. (See page 8 for more information).This is the only question on the satisfaction survey thatemployees can skip.

As a skilled, professional employee, you can workanywhere, but have chosen to work at the flagship Campus ofthe Memorial Hermann System because it’s a special place.The annual employee satisfaction survey is Your Survey, YourVoice. Let’s show the rest of the System our pride and that ourCampus is a great place to work. Participate in the survey anddo your part to help us achieve our goal score! For moreinformation on anything related to the annual survey, ask yoursupervisor or contact Human Resources at 713.704.3514.

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AN IN-DEPTH LOOK BEHIND THE ANNUAL EMPLOYEE SATISFACTION SURVEY QUESTIONS

You’re Invited to Our EmployeeSatisfaction Survey Celebrations!

On Monday, April 1, join your fellow employees in the Atrium for a 70s-themed ice cream social from 11 a.m. to 2 p.m. and in Café Hermann from 10 p.m. to midnight as we kick off the 2013 EmployeeSatisfaction Survey. A wrap-up party will take place from 6 to 8 a.m. on Monday, April 15 in the Atrium. Yogurt parfait willbe served at the event.

In addition to helping our Campus create the best possible work environment for its employees, participatingin the Employee Satisfaction Survey has some other benefits – namely, the opportunity to win prizes. Duringthe two-week survey period, Human Resources will do daily drawings for popular electronics items, includingdigital cameras, tablets (iPads and Samsung Galaxy), e-readers (Kindle, Nook), a Wii console, portable DVDplayers, digital picture frames and the grand prize drawing – a 50” LCD TV.

Upon completing the survey, be sure to print the receipt and turn it in to your supervisor or drop it off atthe Employee Survey events, the Security desk (1st floor of Children’s Memorial Hermann Hospital, by theEmergency department), the Security desk in the lobby of the Medical Plaza, the HVI 3rd-floor Administrationoffice or the Human Resources front desk (25th floor of Memorial Hermann Medical Plaza) to ensure you areeligible to win.

Participation Pays Off

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INVESTING IN OUR EMPLOYEES

FREQUENTLY ASKED QUESTIONS

Q: I’m really busy. Why should I take the time to complete theemployee satisfaction survey?

A: The survey is quick and easy, and only takes a few minutesto complete. As a part of the Memorial Hermann-TexasMedical Center Campus team, your opinion and feedback isvery valuable to leadership. With your comments, hospitaladministration is better able to make decisions about issuesthat are important to employees. The survey also helpsadministrators measure their success in improving yourexperience as an employee from year to year.

Q: I know that questions are rated on a satisfaction scale ofStrongly Agree, Agree, Neutral, Disagree and StronglyDisagree. If I’m unsure about the answer for some of thequestions, is it OK to rate these with a “Neutral”?

A: No! Rating a question with “Neutral” indicates anunsatisfactory response that can have a negative impact on theoverall satisfaction score of our Campus. If you are havingdifficulty answering a question, think about it from a personalperspective and remember the positive reasons you choose towork here.

Q: I may not want to complete the survey because I don’t wantmy manager, director or executive leadership to know myanswers. How do I know that won’t happen?

A: Individual responses on the annual employee satisfactionsurvey are 100 percent confidential. The survey isadministered through the corporate office, and several stepshave been taken to ensure the integrity of the data, includingencryption to make sure your responses remain anonymous.

Q: If the survey is anonymous, then how can you have a contestfor me to enter to win a prize for completing the survey?

A: Once you have taken the survey, a completion receipt willbe available for you to print and turn in for a chance to winprizes. This receipt has no information about your responsesto the survey questions; it is simply a generic receipt thatshows that you did your part to help improve employeeexperiences at the Memorial Hermann-TMC Campus!

Q: What happens to the information once the survey iscompleted?

A: The results, which are tabulated electronically, are sent toall department directors and the executive team. All chiefs willmeet with their directors, review the results and identify areasof improvement. Chiefs and directors then will engageemployees to develop action plans to help implementimprovements.

(Continued on page 4)

Below are just some of the investments the MemorialHermann-Texas Medical Center Campus has made in its best asset – our employees – in 2012:

• $13.1 million in pay raises

• $6.1 million in educating staff

• 298,668 education and orientation hours

• 1,332 new employees, including 506 new nurses

• $3.5 million in parking subsidies

• 21.2 percent of vacant positions were filled with internalcandidates

• 510 employees have been promoted since last year

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(Continued from page 3)

Q: What is the difference between the annual survey and thequarterly employee satisfaction survey we take on SurveyMonkey?

A: The annual employee satisfaction survey is a Systemwideinitiative, and helps Memorial Hermann grade the satisfactionof its employees both as a whole and on a Campus level. It alsoincludes more questions than the monthly employeesatisfaction survey.

The monthly survey, which includes only six questions, isadministered by the Memorial Hermann-TMC Campus and isused by managers, directors and the executive team to gaugeemployee satisfaction throughout the year.

Q: How do I complete the annual employee satisfaction survey?

A: The survey will be sent via email to all employees’ personalMemorial Hermann accounts and will be available on thehomepage of InSite. Once you receive your email, simply openit, select the survey link, complete the survey and select“submit survey.” Only one survey per employee will beaccepted.

You are free to use any computer within your departmentthat has access to InSite or to your email account. You alsomay use one of the Employee Self Service computers in theHuman Resources department. If you need any assistance, stop by Human Resources on the 25th floor of the MemorialHermann Medical Plaza building for help. If you havecomputer problems, call the Information Systems SupportCenter at 713.448.5370.

Q: I work in a department that has fewer than eight employees,and was told we don’t get departmental results from the annualemployee satisfaction survey. Does this mean my survey doesn’t count?

A: All employees have the opportunity to make their voicesheard through the annual employee satisfaction survey, andevery response counts toward the overall satisfaction score ofthe Campus. Those departments with fewer than eightemployees do not receive a departmental report of theirsurveys to protect the confidentiality of each respondent.

If your department has fewer than eight people, we stillneed your response – your voice counts, too!

Q: I do not work directly with physicians. How should I answerthe question about physicians and staff getting along well?

A: If you do not work directly with physicians, you should leave this question blank. Employees who work directly withphysicians on a day-to-day basis should answer this questionbased on their overall working relationship with physicians.Isolated experiences should not determine your overall rating.Your response should be based on your relationship with thephysician staff and not the opinions of others.

Q: Last year, I completed the survey and expresseddissatisfaction on some of the questions. My perception is thatlittle has been done to address the issues. Why should Icomplete the survey again?

A: Unfortunately, change is not always instantaneous. Withan organization of this size, it often takes longer than wewould all like to facilitate necessary changes. But there areother things to consider if you feel your concerns ordissatisfaction have not been addressed. Since the responsesare confidential, your supervisor has no way of knowing whoresponded with dissatisfaction. If others in your departmentdidn’t express the same opinions, they may have felt it was anisolated incident. Or maybe there has been a change inleadership in your department, and your supervisor has notyet had the opportunity to become familiar with some of theissues regarding your satisfaction.

Change takes time, and while immediate solutions aren’talways feasible, you should at least be able to see progression.In any case, your responses are still valuable. They allowleadership to see problem areas that haven’t been effectivelyaddressed.

If you have an area of your employment experience thatyou are particularly dissatisfied with, you’ve addressed it withyour supervisors, and you still haven’t seen any improvements,talk with someone in Human Resources to help you find asolution.

Q: Will the results be shared with all employees?

A: All employees will have the opportunity to see the resultsfrom their departments. The results will be shared in severaldifferent ways. Your departmental survey score for eachquestion and the total for the Campus should be reviewed withyou by your supervisor in your monthly staff meeting. Campusleaders will discuss survey results with employees during thecourse of their rounding. You also can get the results byasking your director or contacting Human Resources.

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Creating exceptional patientexperiences and deliveringquality care are top priorities atthe Memorial Hermann-TexasMedical Center Campus.

Employees at our Campus are dedicated to generating the bestpossible outcomes for our patients and together, our hardwork has resulted in some notable accomplishments over thelast year:• Memorial Hermann-TMC and Children’s Memorial

Hermann Hospital successfully achieved a full three-yearreaccreditation by The Joint Commission.

• The John S. Dunn Sr. Burn Center at Memorial Hermann-Texas Medical Center was designated as a Verified BurnCenter through 2015. The Center is the only one inHouston to meet the rigorous standards established by theAmerican Burn Center and the American College ofSurgeons.

• The Memorial Hermann Texas Trauma Institute wasestablished, becoming the region’s first and only traumainstitute.

• The Center for Advanced Heart Failure at MemorialHermann Heart & Vascular Institute-Texas MedicalCenter was established, expanding the Institute’s servicesto include heart transplant and mechanical circulatorysupport.

• Memorial Hermann Life Flight® expanded its services toutilize blood products in-air, including FDA-approvedliquid plasma that is fresh – never frozen – becoming oneof the few air ambulance programs in the country toprovide both.

• The Campus was named among the nation’s topperforming academic medical centers for quality andaccountability, improving from the No. 25 ranking in

2011 to No. 21, according to the University HealthSystemConsortium.

• U.S.News & World Report named Memorial Hermann-TMC, TIRR Memorial Hermann and Children’s MemorialHermann Hospital to its 2011- 2012 “Best Hospitals” listand ranked Memorial Hermann-TMC among the top fiveHouston hospitals.

• Memorial Hermann was the only hospital system inHouston and one of only two in Texas named to thenation’s top 15 health systems by Truven Health Analytics(formerly Thomson Reuters).

• HealthGrades® named Memorial Hermann-TMC to its listof America’s 100 Best Hospitals in 2012 for Stroke Care.HealthGrades also designated Memorial Hermann-TMC’sNeurosciences, Neurosurgery and Stroke Care among thetop 5 percent in the nation and assigned those servicelines a 5-star rating.

• Becker’s Hospital Review has named Memorial Hermann-TMC to its prestigious list of “65 Hospitals with GreatCardiology Programs,” which recognizes some of themost outstanding hospitals for heart care in the UnitedStates.

• Our Campus launched the Journey to Magnet®: A Pathwayto Nursing Excellence, an internal initiative to achieveMagnet designation, which is the highest achievement ahospital can attain in regards to nursing.

• The hospital continued with its focus on improving thePatient Experience through weekly director meetings andmanager rounding, the creation of a “Proud Owner of thePatient Experience” Campaign and the first-ever PatientExperience Fair.

In your area, and in the experiences you have with other areasof the hospital, do you believe that you and your co-workers onour Campus provide excellent service and quality care?

2013 EMPLOYEE SATISFACTION SURVEY QUESTIONS

1. I BELIEVE THAT MEMORIAL HERMANN PROVIDES EXCELLENT SERVICE AND QUALITY CARE.

ADULT CHILDREN’S4.34 4.42

2012 RATING

2. I HAVE THE RESOURCES I NEED TO DO MY JOB.

To provide the best possiblepatient care and outcomes, it’sessential that we all have theresources to do our jobeffectively. The Memorial

Hermann-TMC Campus continues to invest in newtechnologies and processes that improve outcomes. Here aresome of the initiatives that have been implemented this year:• In FY12, the Campus invested $8.7 million of capital to

replace equipment and update the facility, improving thepatient care environment in areas such as the OR, DaySurgery, Radiology, HVI and more. Over the last fiscal

“When I need anything – materials,equipment – I go to my manager or directorand ask. They do everything they can toget what I need, so I can do my job to thebest of my ability.”

Jose MirandaPedi Respiratory Care


2012 RATING

Being recognized and rewardedfor our workplace contributionsis one of the greatest motivators.Recognition can come in manyforms – a meeting, an annual

performance appraisal, a handwritten note or conversation inthe hall with your manager – and from anyone, including a co-worker, a colleague in another area of the hospital or even a patient.

Employees have the opportunity to receive recognitionfrom patients and colleagues for going above and beyond incustomer service through the Partners in Caring (PIC)CHAMPs program. Each year, individuals who are mentionedthe most frequently are photographed and their portraits aredisplayed in the hallway adjacent to the cafeteria. PIC

4. I HAVE RECENTLY RECEIVED RECOGNITION FOR DOING GOOD WORK.

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“As a nurse, the most important question Iask myself every day is, "How can I take thebest possible care of my patients andfamilies today?" When my managernominated me for the Good SamaritanFoundation Excellence in Nursing Award, itmade me realize that just as my patientsare a priority to me, I am a priority to mymanager. The recognition I received from mymanager is a motivator to strive forimprovement every day in the care I providepatients and families.”

Ashley Heaton, R.N.Neonatal Intensive Care Unit


2012 RATING

3. THERE IS SOMEONE AT MEMORIAL HERMANN WHO ENCOURAGES MY GROWTH AND DEVELOPMENT.

The Memorial Hermann-TexasMedical Center Campusencourages employees – bothclinical and nonclinical – toenhance their careers through

ongoing professional development opportunities. Allemployees at our Campus who are meeting behavioral andperformance expectations are eligible to apply for financialassistance with continuing education classes and professionaldevelopment programs. Last year alone, our hospital spent$6.1 million and more than 298,668 hours in educating andorienting staff.• CNOs from both the adult and children’s hospitals have

initiated a monthly CNO breakfast where nurses haveface-to-face opportunities to explore important topicswith leadership and earn continuing education credits.

• The Campus held its first-ever Patient Experience Fair, acarnival with hands-on educational games based on thetenets of customer service (e.g., AIDET, 3 Ps and 5 Ts),attended by more than 1,200 employees and physicians.

• The Campus celebrated the first graduates of the PatientCare Technician (PCT) program, which provides on-the-job skills training to military veterans.

Whether it’s your supervisor, a co-worker, friend or HumanResources representative, is there someone at work whochampions your professional development?


2012 RATING

“I’m in the nursing residency program andthe encouragement I’ve gotten there hasbeen phenomenal. The nursing educatorsconstantly challenge me to learn newthings and have inspired me to become abetter nurse.”

Kim Whittle, R.N.Women’s Services

year, the Campus has invested another $5.7 million inequipment and technology.

• Our Campus continued to implement Physician OrderEntry (eOrdering) and has gone live with it in the TraumaServices line and Children’s Memorial HermannHospital. 90 percent of all records in the children’shospital are now electronic.

• Our Campus has been heavily focused on recruitment tosupport our growing programs and has been successful inimproving staffing in multiple areas of the hospital.

• Leadership has been working with managers to improvecommunications with employees through rounding andinformal mentoring opportunities.

• A Magnet director was hired to support our Campus’efforts in our Journey to Magnet.

• The Campus implemented MHiE Image Gateway, whichallows the viewing and sharing of medical images using“cloud computing” technology that offers access anytime,anywhere.

• The Campus implemented new technology called HealthTouch, an electronic menu ordering system for employeesthat manages room services orders, food preparation anddelivery.

With that in mind, do you feel you have the resources you needto do your job?

Because compensation plays amajor role in employeeretention,the MemorialHermann-TMC Campus conductsa market analysis every year to

ensure that our employees are being paid competitively. Thecompensation for each employee is based on several factors,including market trends, the demand for certain positions,experience and education. Last year alone, the Campus spent$13.1 million on pay raises – a 23 percent increase over the

previous fiscal year.Memorial Hermann-TMC was named to the Houston

Chronicle’s list of the city’s 100 Top Workplaces.For the eighth consecutive year, Memorial Hermann was

named one of the city’s Best Places to Work in the HoustonBusiness Journal annual workplace survey. MemorialHermann ranked No. 5 among Houston employers with 501+staff members.Based on what you know, is your pay comparable to what youcould expect if you were employed with a similar institution?

pg 7

5. I LIKE THE WORK I DO AT MEMORIAL HERMANN.

People tend to do best at whatthey enjoy doing and it’s our hopethat you enjoy the work you do atMemorial Hermann. Granted,there will always be days that are

harder than others and tasks that are mundane, but overallthere should be something in your current job that you enjoy

doing every day – something that makes you proud to workhere. Together, we’ve made our Campus a hospital of choicefor the community we serve.

When answering this question, reflect on your skills andinterests – do you get to apply them to the role you serve in ourorganization?

6. MY MANAGER HAS TALKED TO ME ABOUT MY PERFORMANCE.

You should receive meaningful,constructive feedback on yourperformance from yoursupervisor on a regular basisthroughout the year. Feedback

can be expressed in a number of ways – both informal andformal – and can be anything from a simple pat on the back fora job well done or a quick hallway meeting, to an awardnomination for your work.

Annual performance evaluations are another venue inwhich employees have an opportunity to discuss theirperformance with their manager or director and receivefeedback on strengths as well as areas of potential growth.Keeping in mind that everyone’s communication style is

different, has your supervisor given you feedback about howyou are doing in your job?

7. MY PAY IS COMPETITIVE WITH WHAT I KNOW ABOUT OTHER COMPANIES.

8. THE MISSION/PURPOSE OF MEMORIAL HERMANN MAKES ME FEEL THAT MY JOB IS IMPORTANT.

Memorial Hermann was the firsthospital in the Texas MedicalCenter and for more than acentury, has operated as a not-for-profit community-owned

System, dedicated to providing high-quality services to

improve the health of the people of southeast Texas. Ourhospital has long ties with the community it serves, and wasthe first hospital in Texas to establish an air ambulanceprogram (Life Flight®). Last year, we opened the TexasTrauma Institute – the first of its kind in Texas – and one of thebusiest trauma centers in the nation. We remain the only

“We have regularly scheduled monthlymeetings with our manager. During the one-on-one sessions, she reviews what we’reworking on to help us keep on track. Mymanager uses the meetings to prepare us forour mid-year review, so when it comes to ourannual performance evaluation, there are nosurprises.”

Benita Idowu, R.N.Information Systems


2012 RATING


2012 RATING


2012 RATING


2012 RATING

presents the Employee of the Year Award to an employee fromeach hospital on our Campus and employees are honored forevery five years of service at the Annual Service Awards. Otherformal recognitions include Pharmacist of the Year, QuarterlyTraveling Service awards, DAISY awards and Excellence inNursing awards, among others. Employee recognition also

happens regularly in our publications, including Gateways,Clinical Notes, The Cutting Edge, News Flash and TMCConnections.

Over the last 12 months, do you feel you have receivedrecognition for your good work?

pg 8

At the Memorial Hermann-TMCCampus, we are committed todoing quality work, ensuring thatour patients have access to thehighest level of

care and that patient safety remains our highest priority. Overthe last fiscal year, our adult and children’s hospitals achieveda full three-year reaccreditation by The Joint Commission andour Burn Center was the only one in Houston to become

verified. U.S.News & World Report named MemorialHermann-TMC and Children’s Memorial Hermann Hospitalto its 2011-2012 “Best Hospitals” list and ranked MemorialHermann-TMC among the top five Houston hospitals. Ourhospital employs some of the best and brightest in healthcareacross a range of specialties.

Do you think you and your co-workers are committed to ourpatients and delivering quality work?

10. MEMORIAL HERMANN EMPLOYEES ARE COMMITTED TO DOING QUALITY WORK.

Building and maintainingfriendships at work is important –especially since so much of ourlives are spent at the workplace.In a busy hospital where

employees face high-pressure situations on a day-to-day basis,

we all need someone who we can turn to for support,understanding and advice. Having a friend at work can makethe day more enjoyable, encourage us to aim higher andintroduce us to new points of view and experiences.

Have you been able to establish a good friendship at work?

11. I HAVE A VERY GOOD FRIEND AT WORK.


2012 RATING


2012 RATING

9. PEOPLE LISTEN TO MY OPINION.

As a valued team member atMemorial Hermann-TMC, youropinion matters. We all want tofeel “heard” or “listened to,” andwith that in mind, Campus

leadership has created more opportunities than ever for you toshare your voice. A few of these include: posting commentsdirectly to Campus CEO Craig Cordola on our Campus blogCampus Mosaic; question and answer sessions with thehospital’s executive leadership team at Quarterly Town Hallmeetings; sharing your experiences from a difficult case withpeers during bi-monthly Schwartz Center Rounds; taking anactive role in making decisions affecting patient care throughInterdisciplinary and Nursing Shared Governance Councils aswell as through Partners in Caring; participating in monthlydepartment meetings; sharing your opinion anonymouslythrough the annual employee satisfaction survey, quarterlyemployee satisfaction surveys, nursing satisfaction surveys,culture assessment survey and support department survey;and emailing general questions for the leadership team anddepartment news to [email protected] for distribution inNews Flash, TMC

Connections, Gateways, Clinical Notes and othercommunication vehicles.

Based on feedback gathered through these avenues,members of the leadership team work together to developaction plans on an ongoing basis. While the actions theleadership team takes may not always directly reflect youropinions or suggestions, your feedback is valuable and is usedcollectively to generate continuous improvements.

Do you feel that people listen to your opinion?


2012 RATING

hospital in the Greater Houston area with adult and pediatricLevel I trauma centers under the same roof. We are home to arenowned Forensic Nursing team that serves as bothcaregivers and advocates for victims of interpersonal violence.Because of our academic partnership with The University ofTexas Health Science Center at Houston (UTHealth) MedicalSchool, many of our patients benefit from the opportunity to

participate in groundbreaking studies that advance patientcare and may ultimately save lives. We are able to providebest-in-class care across a full range of specialties and ourcontributions – no matter how big or small – play an importantrole in the recovery and healing of our patients.Do you feel that your job is important in helping to fulfill thatmission?

“We have pharmacy meetings with ourmanager, clinical pharmacist specialist,pharmacy operations director, and othercolleagues at least once a month to voiceour opinions and concerns. Also, we areencouraged to talk to our colleagues atany time. It's important to know that ouropinions matter and people do want tolisten. Problems are always taken care ofas soon as possible.”

Mandy Chow, Pharm.D.Clinical Pharmacist

pg 9

13. I GET TO DO WHAT I DO BEST IN MY CURRENT JOB.

Each one of us has a unique set ofexperiences and skills, and beingplaced in the right job is criticalto keeping our workforcethriving. Our hospital works

diligently to match the skills of each candidate to the most

appropriate position possible, one that leverages our gifts andtalents and allows us to thrive in the workplace. Every effort ismade to match your talents with what you experience everyday in your job.

Do you think you get to use your skills and abilities in your job?

14. MY SUPERVISOR OR SOMEONE AT WORK SEEMS TO CARE ABOUT ME AS A PERSON.

In times of crisis and in oureveryday work environment, ouremployees have demonstratedthat their compassion doesn’t justapply to the care we provide our

patients. When employees are asked why they chose to work atMemorial Hermann, they often cite its reputation. Whenasked why they choose to stay at Memorial Hermann, mostreply, “The people.”

Many of our employees continually demonstrate kind and

thoughtful behavior – from greeting you with a smile in thehallways to stopping to lend a helpful hand or taking the timeto listen to one of your concerns.

Additionally, our Campus has kicked off employee safetyinitiatives to decrease employee injuries and has launchedwellness initiatives that include the opening of an onsite gym,exercise classes, nutrition lectures and healthier food optionsin the cafeteria.Is there someone at the hospital – a supervisor, colleague orphysician – who seems to care about you as a person?


2012 RATING


2012 RATING

Attracting and retaining the mostskilled, experienced and talentedindividuals requires offering acomprehensive compensationpackage that includes

competitive, day-one benefits. Every year, our Systemconducts an analysis of the benefits offered to our employees –

healthcare, retirement and pension plans – to ensure that theyremain competitive with other hospitals in the region and theTexas Medical Center. As an added benefit for employees, ourCampus offers a variety of parking options and parkingsubsidies, which amounted to $3.5 million this year alone.Do you think that your benefits are competitive with thoseoffered by other healthcare organizations?

15. MY BENEFITS ARE COMPETITIVE WITH WHAT I KNOW ABOUT OTHER COMPANIES.


2012 RATING

To help you achieve your goals interms of professional growth, theMemorial Hermann-TMCCampus provides severalopportunities for you to develop

in your current position. Did you know that all employees atour Campus who are meeting behavioral and performanceexpectations are eligible to apply for financial assistance withcontinuing education classes and professional developmentprograms? And that this year, our Campus reorganized theClinical Education department and hired seven new educatorsto improve education coverage house-wide? Your ongoinggrowth and development needs are important to us!

Memorial Hermann offers dozens of continuing educationopportunities, ongoing online courses through Partners inLearning (PIL) and a tuition reimbursement program. We’realso partnering with outside organizations, such as theSchwartz Center for Compassionate Healthcare, to provideonsite workshops that are available to all employees.

Our Campus has developed a Professional Nursing Modelthat emphasizes the role of the nurse as an advocate, leader,educator, innovator, clinician and collaborator. And a NursingResidency Program helps recent graduates transition tobedside care and mentors participants to help them meet theirrequired job competencies. Nurses also have access toProfessional Portfolio, a tool to help document the completionof skills validation and track performance and growth.

Last year alone, our Campus spent approximately298,668 hours educating and orienting the staff. More than21.2 percent of the hospital’s vacant positions were filled withinternal candidates, and approximately 510 employees havebeen promoted since July of last year.

Opportunities for professional development can come inmany forms, from a formal class to an educational video to aquick discussion about different points of view or approaches.

Do you feel that there is an opportunity here for you to learn?

12. I USUALLY HAVE OPPORTUNITIES AT WORK TO LEARN AND GROW ON MY JOB.


2012 RATING

pg 10

As an employee of MemorialHermann, you have a behind-the-scenes view of what happens hereon a daily basis. You get to seefirst-hand what it means to be

part of our community of caregivers and staff, and ourcommitment to delivering the best possible service and quality

experiences to our patients and their families. Our leadershipwithin the healthcare industry and the community we serve, aswell as the quality of care we provide, is a direct reflection ofeach person’s individual contributions.

Would you recommend us to those you care about?

17. I WOULD RECOMMEND MEMORIAL HERMANN TO FAMILY AND FRIENDS IF THEY REQUIRED MEDICAL CARE.

18. PHYSICIANS AND STAFF GET ALONG WELL.

It takes a team of people – staff,caregivers and physicians –working together to generate thebest quality outcomes for ourpatients. The relationships

between staff members, private practice physicians and thoseaffiliated with The University of Texas Health Science Centerat Houston (UTHealth) Medical School, is a criticalcomponent in helping us achieve our mission to improve thehealth of those we serve.

If you work directly with physicians on a day-to-day basis orhave frequent interactions with them in the hall or publicareas, do you feel that physicians and staff get along well?

Please keep in mind that your response to this question shouldbe based on your relationship with the physician staff and notthe opinion of others.

**Also note: if you feel like you do not have an opinion onwhether or not physicians and staff get along well, weencourage you to leave this question blank.

19. MY MANAGER/SUPERVISOR SUPPORTS THE PARTNERS IN CARING (PIC) PHILOSOPHY.

PIC is an employee-drivenorganization that strives to createa compassionate and supportiveworkplace where employees cancontribute and thrive. PIC

celebrates and recognizes employees and provides assistanceto those in need – from hosting quarterly blood drives

benefiting our patients to raising funds to assist with medicalbills for critically ill employees.

Does your manager or director strive to create a uniqueenvironment where everyone is treated with dignity, respectand compassion?

“Physicians and I spend a lot of time in theO.R. together. Many of them have becomemy family away from home.”

Allesha Johnson, R.N.O.R. Clinical Coordinator


2012 RATING


2012 RATING


2012 RATING

Clearly defined expectationsenable you to perform your job ina way that is satisfactory to youand your supervisor. Yoursupervisor can communicate his

or her expectations of you in a variety of ways, includingannual performance evaluations, staff meetings, one-on-one

meetings and informal mentoring. Leadership also canprovide feedback by letting you know when you have done agood job and that they are proud of your contributions.

Has your manager or director communicated your roles andresponsibilities or provided feedback about your performancein the last 12 months?

16. I KNOW WHAT MY MANAGER EXPECTS OF ME.


2012 RATING

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