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NOVEMBER 2014 Update!NEWS FROM OUR PILLARS • • • Around Community is organized in alignment with the six pillars of The Community Way. Below are some of this month’s highlights.

OUR PEOPLE • • • It’s November, which means it’s time to enroll for Community’s employee benefits for 2015.

OUR SERVICE • • • We’re refining our patient experience surveying to ensure that we’re focusing on what’s most important.

OUR QUALITY • • • Safety takes the spotlight as Community honors its “heroes.”

OUR FINANCE • • • Community Anderson puts documentation under a microscope to improve the bottom line.

OUR GROWTH • • • Our focus on serving the needs of oncology continues to grow, and we’ve also put the spotlight on women’s and children’s services.

OUR COMMUNITY • • • Community has a long tradition of supporting United Way, and it’s that time of year again.

With the recent announcement that Community South has achieved affiliation with MD Anderson Cancer Network®, a program of MD Anderson Cancer Center, all of Community’s hospitals with inpatient cancer programs have now been certified. See page 6.

TIME FOR BENEFITS ENROLLMENT • • • Community’s annual benefits enrollment runs through the 16th. Remember that you must enroll each year for benefits such as medical plans, dental and vision insurance, and many other options—enrollment does not automatically carry over from year to year. An enrollment guide was mailed to mailboxes in late October. Check it out for details, including new medical plan choices plus new voluntary benefit options such as accident insurance and an employee purchasing program.

INNOVATION COMPETITION AT THE FINISH LINE • • • We’re near the finish line of the inaugural innovation competition from Community Launchpad, our newly created center for innovation! The competition received an impressive 800 submissions spotlighting potential innovations and improvements—now we’re down to nine semifinalists. These semifinalists are hard at work developing final presentations for the judging panel. The top three cash prize winners will be announced November 13 at Community’s Leadership Development Institute event. Thanks to all who participated, and good luck to these semifinalists: Jalon Burkett, clinical manager, Community Anderson; Brandy Gordon-Smith, quality resource RN coder, Community Home Health; Christopher Hathaway, delivery technician, Community Home Health; Randy Miller, IT site director, Community Visionary Enterprises Inc.; Kelli Mullins, patient account representative; Laura Pullen, performance improvement consultant; Sarah Saft, clinical pharmacist, Community North; Sally Searight, patient care coordinator, Community East; Anne Taylor, patient care coordinator, Community Heart and Vascular Hospital.

ENGAGING EMPLOYEES • • • The race is on as leaders and teams continue to implement improvement plans aimed at creating a better work experience for all of us. Your feedback and participation in the efforts to improve in your area are vital to our success. Creating and maintaining a culture of engagement is a continuous pursuit. Based on the survey in the spring, there are teams at Community already experiencing success in this area, scoring in the top 25 percent of engaged teams. Cancer Services at Community Anderson is one example. Director Marsha Sherrell and her management team believe one of the things contributing to highly engaged staff is their “open door policy.” Sherrell says, “The team is encouraged to come to us with any suggestions or concerns. We make ourselves visible every day, out on the floor, in the front offices; we don’t wait for them to come to us. You find out what’s going on not only at work but in their lives.” Communication and involvement are departmental priorities. “During our monthly department meetings, we discuss not only what is going on in our area, but what is happening at the hospital and throughout the network. We ask for feedback about what is happening in oncology and the staff does speak up.” Sherrell believes every opinion counts, and says leading the program as a team is what brings success. “We have to trust our employees, empower them to make decisions when we are not there and have them know we are going to back them up.” There are similar experiences happening all around the organization. Community wants to further understand your employee experience, and your feedback in the December engagement survey is strongly encouraged. To see how Community is acting on the latest survey feedback, click on the Engagement Dashboard link below.

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PEOPLE PILLAR GOALS FOR 2014

We’re measuring People pillar success through our

employee engagement surveys, and aim to achieve

an employee engagement score of at least 73%.

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COMING SOON: CASTLIGHT HEALTH • • • Beginning later this month, Community employees enrolled in the HealthReward medical plan will have access to a new tool called Castlight, a personalized healthcare transparency tool that puts you in greater control of your care. With Castlight, you’ll be able to search for nearby doctors, facilities, and medical services based on cost, quality, convenience and patient reviews. The tool will show you personalized cost estimates based on your medical plan and whether or not you’ve already paid your annual deductible. You’ll be able to review step-by-step explanations of past medical spending, so you know how much you paid and why. And you’ll receive quick tips about other helpful Community programs and benefits. With Castlight, when you see a cost for a service, it is based on your network costs, your medical plan, your home address, and your deductible status. Stay tuned for more information about Castlight.

HOLIDAY HELP FOR COMMUNITY FAMILIES • • • With holidays approaching, there are many reasons to be thankful. But there are also people in need, some on our Community team, who are dealing with the added stress this time of year can bring. That’s the reason behind Community’s Holiday Help program. Because of the generosity of Community employees who signed up to provide holiday gifts, more than 750 children ages 18 and younger were supported during the 2013 holiday season. If your family could benefit from assistance this year, enrollment for the Holiday Help program runs through November 28. If you and your work team would like to adopt a Community family, please sign up by December 12. More info is on the Holiday Help page on InComm. (Similar programs are available at Community affiliate hospitals).

UPGRADING SHAREPOINT • • • Do you use Microsoft SharePoint? Whether you’re aware of it or not, there’s a good chance you do, because it powers a lot of what happens on Community’s InComm intranet. Many departments and committees have their own SharePoint sites that help them collaborate and share documents more readily. And the main InComm page is driven by SharePoint, too. Going on right now behind the scenes is a SharePoint upgrade that may make some minor changes to SharePoint department or committee pages you use. The primary InComm page will be upgraded soon, as well. New features may be added in the future when the upgrades are complete.

SHARING COMMUNITY EXPERTISE • • • Randall McDavid, NP, an HIV specialist at Community Physician Network, recently had an article published in Nurse Practitioner Perspective. The topic was pre-exposure prophylaxis (PrEP) for HIV prevention. Also, Barbara Monson, R.N., vascular access infusion services at Community Westview, initiated and piloted a project utilizing new technology for the placement of peripherally inserted central catheters (PICCs). She and Andrea Owen, R.N., were invited to present their findings at the recent Association for Vascular Access annual scientific meeting.

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CONGRATULATIONS TO NURSING EXCELLENCE WINNERS! • • • Winners of this year’s Nursing Excellence Awards will be honored at the annual awards dinner November 14. Pictured here are this year’s honorees in five Nursing Excellence categories. In the front row are: Art and Science of Nursing, Deborah Smith, MS, R.N., CNRN, Community East; and Evidence-Based Practice, Paula Kivett, RNC, BSN, MSN, Community South. Standing are: Patient-Focused Care, Julie McGuire, MSN, PMHNP-BC, Behavioral Health; Facilitative Leadership, Judy Dodge, R.N., BSN, Community Heart and Vascular Hospital; and Therapeutic Relationships, Daniel Gindes, R.N., BSN, Community South.

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FOCUSING ON H-CAHPS • • • The Hospital Consumer Assessment of Healthcare Providers and Systems, better known as H-CAHPS, gives us information about how patients perceive the care we provide. It helps us in our patient experience work, and our scores play a role in the level of our government reimbursements. Our patient experience survey is lengthy, covering a lot of important information, but not all of that information is mandated by the government. To help us better focus on the areas for which the government is evaluating us, we’ve shortened the survey that’s being sent to inpatients following their discharge from Community. Now, there are just 38 questions—32 of them mandatory H-CAHPS questions, plus four questions just for those who had surgery, and two dietary questions. Managers who use the survey’s “key drivers” as areas of focus may notice the change because some key driver questions are no longer being asked.

PATIENT EXPERIENCE PERSPECTIVES • • • When it comes to creating a better patient experience, few organizations around here are focusing more resources than Community. Others in our industry are eager to learn how our efforts are going. Last month, two members of the Office of Patient Experience team presented at a conference of the Indiana Hospital Auxiliary. A group of about 50 volunteers learned about H-CAHPS along with Community’s patient experience and culture, from Dan Cornpropst, director of patient experience, and Karen McFarland, marketing research manager.

SERVICE PILLAR GOALS FOR 2014

Our target is to achieve at least 75th percentile

performance on at least three-quarters of the

H-CAHPS dimensions of care. On the CG-CAHPS

“rate this provider” question for adult primary and

specialty care, our goal is to earn 9 or 10 ratings at least

84.5 percent of the time.

BETTER DOCUMENTATION MEANS HIGHER REIMBURSEMENT AT COMMUNITY ANDERSON • • • Community Anderson’s case management clinical documentation improvement team has been working hard the past couple of years to assure that physicians and other caregivers better document all care that patients are receiving, and all that is happening clinically with them. Better documentation gives a more accurate picture of what is going on with patients, and that allows coders to more accurately code cases. The ultimate goal: receive the all of the appropriate reimbursement to which the organization is legally entitled for the services provided. John Harris, Community Anderson’s chief financial officer, refers to it as thoroughly “juicing the orange” to squeeze out every drop of reimbursement. Better documentation shows up in a number of measures. The case mix index is a metric representing how “sick” patients are or the level of intensity of their care—this measure has increased significantly, resulting in additional appropriate reimbursement of almost $2 million in 2014.

Our finance PILLAR GOAL Achieve a network operating margin of at least 2.5%.

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SAFETY HERO AWARD WINNERS HONORED

Congratulations to this year’s Safety Hero Award recipient: the inpatient behavioral health crisis team. This team has operated since February, and since then the use of seclusion and restraint has decreased for both adults and youth. In addition, there have been no injuries to patients or staff requiring medical intervention, and no lost work time. The cost of lost work time in 2013 was $67,000, but it has been zero in 2014 thus far. And as of early November, the Community Behavioral Health Pavilion had gone about 640 days with no serious safety events. Leading the team is Karla

Kirby, and trainers/team members include Becky Hill-Skates, Linda Sanders and Lisa Slough-Schofield. Other behavioral health team members honored include Tim Chambers, Danielle Clark-McDonald, June Collins, Claudia Dailey-Hamilton, Amy Dowell, Anna Erickson, Vanessa Hook, Titus Hunter, Eryn Kelm, Cindy McBride, Michelle Moss, Ross Pachmayr, Carmilla Russell, Jim Sanders, Susan Slagle, Hansel Sutherlin, Alexis Taylor, Tracy Tabacchi, Bobby Wade, Caleb Williams, Doug Williams and Christian Wright. Other nominees for this year’s award included the Community Westview PICC team; the emergency department safety team; the Community North CLABSI team; the Community East fall prevention team for 5 North and South tower; the Community South falls reduction team for 5 South; the Community South radiation therapy team; and the Community Health Pavilion Noblesville team.

COMMUNITY HOME HEALTH GETS HIGH MARKS

Community Home Health received high marks in its July HHCAHPS outcomes—coming in at or above the national average in all five categories. The Centers for Medicare & Medicaid Services also published new outcomes measures for home care, and CHH hit 20 of 22 at or above the national average. Lisa Collins, chief clinical and operations executive, feels that “this is an amazing accomplishment that outshines most home care services and is a reflection of the level of quality outcomes our patients experience.”

QUALITY PILLAR GOALS FOR 2014

We aim to achieve top decile performance on at

least three-quarters of the network’s value-based

purchasing core quality measures; reduce the

hospital-wide, 30-day all-cause

unplanned readmission rate to 10.87% or less;

and meet at least six of the Community Physician

Network quality measure targets.

COMMUNITY HOSPITAL SOUTH NOW AFFILIATED WITH MD

ANDERSON CANCER NETWORK® • • • Two years ago, Community North and Community East became Indiana’s first hospitals to be exclusively affiliated with MD Anderson Cancer Network®, a program of MD Anderson Cancer Center, one of the nation’s leaders in providing top cancer treatments. Two months ago, Community Anderson and Community Howard achieved MD Anderson Cancer Network affiliations. Today, Community South has joined the list, too. Community Health Network becomes the first healthcare organization in the nation for each of the five cancer hospitals in the system to be certified with MD Anderson Cancer Network. All of Community’s hospitals with inpatient cancer programs now have access to evidence-based guidelines, treatment plans and concordance studies developed by MD Anderson experts. These are disease-specific guidelines for cancer treatment, cancer prevention, early detection and follow-up care, bringing new hope to local cancer patients by using treatment guidelines developed by a national leader in cancer care. That’s great for Community patients and the network alike, as central Indiana cancer patients are increasingly turning to Community for treatment and hope.

GROWING OUR WOMEN’S AND CHILDREN’S SERVICES • • • There’s a wide range of growth opportunities for women’s and children’s services at Community, reports Donetta Gee-Weiler, R.N., who leads the product line. Following are a few examples of current growth-focused work. On the North campus, there’s a major initiative to bring more women’s services into one location in the 7120 Clearvista Drive building, to facilitate a more convenient patient experience. A collaboration with Urology of Indiana aims to serve the increasing need related to pelvic floor disorders. An OB triage program at Community North has advanced-practice nurses on hand every night from 7 p.m. to 7 a.m. so that moms-to-be can more quickly and conveniently be either admitted for labor and delivery, or returned to their homes, without having to wait for a physician to be called in. As for the needs of younger patients, the product line is working with state health officials to become a pilot for dealing more effectively with neonatal abstinence syndrome, in which babies are born with the need to withdraw from an addiction. And there’s a new partnership with an organization called Out of the Box that pairs artists with those dealing with autism and other issues. In general, Gee-Weiler says, there are ongoing efforts to evaluate women’s and children’s needs and services in Community’s various regions, with a goal of keeping patients within their own region as much as possible.

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GROWTH PILLAR GOALS FOR 2014

The Growth pillar shares the same goal as the

Finance pillar: to achieve a network operating

margin of at least 2.5%.

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NEW SOUTH IMAGING CENTER • • • Community Imaging Center South has opened its newest location on the South Campus. The center is conveniently located in the Community Cancer Center South, 1440 East County Line Road. Advanced imaging technologies available at this location include 3T MRI, PET/CT, ultrasound and digital x-ray. The center features the short, wide-bore 3T MRI that is quieter and faster and allows more patient space, reducing anxiety. Additionally, the PT/CT is equipped with dose reduction technology that provides high quality images of the patient’s entire body. Both ultrasound and x-ray offer same-day appointments.

LEARN ABOUT JOINT REPLACEMENT • • • Community’s Center for Joint Health is hosting a hip and knee pain dinner seminar on Tuesday, November 4, from 6 to 7:30 p.m. at the Indianapolis Marriott East. The seminar will provide the latest information about hip and knee joint replacement surgery. The program will be presented by Drs. George Feliciano, Kurt Martin and Edward Todderud, medical directors and orthopedic surgeons for Community’s Center for Joint Health. Additionally, the joint care coordinators and a past patient will share with guests what to expect when having joint replacement at Community. Registration is required for the free seminar, either online at eCommunity.com/jointcenter or call 800-777-7775.

WELCOMING FUEL FANS • • • The Indy Fuel professional hockey celebrated its first regular season home game October 17 with its Fuel Fan Fest. Community participated in opening activities, hosting a free t-shirt giveaway, one month membership from Community Healthplex Sports Club and a photo booth to create lasting memories for Fuel fans. Community Sports Medicine is the proud sports medicine provider for the team, and its exclusive healthcare partner.

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COMMUNITY PILLAR GOALS FOR 2014

Our expectation is that all Community leaders

will take part in at least one Serve360° volunteer

opportunity during 2014.

TIME FOR THE ANNUAL UNITED WAY CAMPAIGN • • • Community’s United Way campaign is now under way! Community Health Network is traditionally one of the biggest local United Way supporters, and this year will be no exception. Thanks to you, last year we raised $486,500 to support the wide range of great causes backed by United Way of Central Indiana, and are setting the stakes high this year with a half-million-dollar goal. Community Anderson is in the midst of a separate campaign that seeks to raise $100,000 for United Way of Madison County, and the Community Howard goal is $70,000 to support United Way of Howard County. Watch your email and InComm for more details on how to support United Way.

FOUNDATION COLLECTS SIGNIFICANT GRANTS • • • In addition to a nearly $3.7 million federal grant Community Health Network Foundation announced it received in early October from the Substance Abuse and Mental Health Services Administration to prevent youth suicides throughout the state, two other important grants were received last month, reports Melissa Mau, Community’s new director of grants and compliance. New York Life Foundation has awarded Community a $50,000 grant to hire a second youth grief specialist, who will expand our school-based youth bereavement services and provide in-home support for children of families being served by our hospice caregivers. In addition, the Verizon Foundation has provided a $25,000 grant that will accelerate a pilot program allowing Community to explore ways mobile technology can improve our work with chronic disease patients in rural settings.

A THOUSAND COATS DISTRIBUTED • • • Community Anderson’s 14th annual Coats of Caring event was a huge success. More than 1,000 coats were distributed to children and adults October 25 at the Park Place Community Center. Thanks to all the volunteers who served by donating coats or money, and helping with setup or distribution. We have touched the lives of many in our community, who might otherwise not have a warm coat this winter.

VOLUNTEERING AT OAKLANDON SCHOOL • • • A group of Serve360° volunteers from Community Visionary Enterprises Inc. visited Oaklandon Elementary School of Environmental Studies last month to make improvements at the school’s outdoor learning laboratory. The group cut down dead trees, planted new trees and other plants, spread mulch and assembled new benches. Keep an eye out for more Serve360° opportunities as the year winds down. Among others, volunteers will take part in winter coat drives in Johnson and Hamilton counties, assistance at local food pantries, and this month’s Million Meal Marathon. Participants frequently share that taking part in Serve360° activities brings

unexpected personal satisfaction, and can inspire ongoing efforts. For example, a group of CareConnect employees volunteered at the Westminster Food Pantry, then decided to collect clothing to support the work of Westminster Neighborhood Ministries.