When patients speak about their

experiences at The University

of Kansas Hospital, everyone listens.

“We take patient satisfaction

very seriously,” said Bob Page, hos-

pital chief operating officer. Each

week, the hospital receives data

from Press Ganey Associates, an

independent national survey firm

that tallies patient opinions for more

than 900 hospitals nationwide.

Scores for the recently concluded

2004 fiscal year are the best ever.

Patient satisfaction results show:

• Overall scores (85.1) and per-

centile rating (70th) for the

quarter ending June 30 are the

highest since the survey process

began in 1991. (The percentile

rating compares the hospital’s

performance against others in

the Press Ganey database.)

• 89.6 percent of responses were

“good” and “very good,” with

54.3 percent in the “very good”

category. Both of these repre-

sent the hospital’s highest

performance ever.

• Compared with other teaching

hospitals in the Press Ganey

database, the hospital is in the

85th percentile. This, too, is the

highest ever.

Hospital leaders study survey

results and look for ways to improve

performance. “With everyone’s con-

tinued hard work and commitment to

outstanding care and service, I am

confident that we will see even

greater improvement in our patient

satisfaction scores for fiscal year

2005,” said Irene Cumming, hospital

president and chief executive officer.

“My experience was unbeliev-able. I am so impressed. I amtelling everyone to ‘forgetthe past, KU is the future.’”

“I have been to KU now for overfour years and have alwaysreceived exceptional care.”

“We find it difficult todescribe our appreciation forthe care our mother received.We and members of our fam-ily have experiencedhospitalizations at the MayoClinic, MassachusettsGeneral and most of the hos-pitals in Kansas City. None is in the same league as The University of KansasHospital. Our son-in-law, aMass General-trained urolo-gist, described the level ofcare as beyond anything hehas experienced.”

“Every time I have been apatient (which has been quiteoften, lately), I am impressedwith the compassion of thestaff.”

“(The staff is) caring, verysupportive and made somevery down days much morebearable.”

Page 2 Murphy Celebration

Page 3 UHC Pilot Project

Pages 4-5 Front & Center

Pages 6-7 What’s NewsSummer Scholars

Page 8 Classifieds, etc.

Patient Satisfaction ScoresSpeak Volumes

The University of Kansas Medical Center

05 AUGUST 2004 • VOLUME 6 • NUMBER 32

Inside

Here’s whatour patientssay abouttheir stay …

2

Bubble gum, duct tape, a damp

mop and special T-shirts were just

some of the “gold medal perform-

ance” awards presented at a

thank-you luncheon for everyone

who helped recover and restore

Murphy Administration Building

following the recent flood.

Donald Hagen, MD, KUMC

executive vice chancellor, served

as master of ceremonies for the

July 28 event. More than 200

employees, administrators and

“flood refugees” attended the

luncheon, which was held in the

KU School of Nursing Atrium.

“You’ve performed above and

beyond the call of duty,” said

Hagen. “Thanks again for your

willingness to go the extra mile.”

The event was as much a

celebration of Murphy’s Law as it

was Murphy’s restoration, noted

Hagen. “Many of you here today

took the lemons showered on you

and are making lemonade,” he

joked. “We had plenty of water for

the lemonade!”

An 80-year-old pipe located in

an office on the fourth floor of

Murphy rusted through in the early

hours of June 20, allowing more than

12,000 gallons of water to cascade

uncontrolled through the building

and cause extensive damage.

Hagen praised employees’ hard

work, cheerful spirits and persever-

ance in the face of confusion,

frustration and other countless diffi-

culties related to the flood. Numerous

individuals, departments and contrac-

tors were singled out for recognition:

• Rita Clifford, RN, PhD, associ-

ate dean for Student Affairs,

SoN, received a new clipboard,

whistle and a set of floor plans

for the SoN. She was instrumen-

tal in helping Murphy employees

find temporary offices and often

served as “dorm mom.”

• Jim Bingham, associate vice

chancellor, Information

Resources, received a package

of pipe cleaners to replace all of

the computer ties he and his

crews used for bundling com-

puter and phone wires together

as they reinstalled equipment.

• Marcia Gilliland, RN, con-

tract administrator, who was

not able to attend the luncheon,

was presented with a red and

gold crown in her absence.

“She is our Queen of Clean,”

Hagen said. For a scepter, he

held up a heavily used mop.

Facilities Management staff

members Don Rau, Tommie Sauls,

James Hawthorne and John Cook

received fresh supplies of duct tape,

bubble gum and cleaning cloths.

Hagen closed with a toast to the

“good spirit of cooperation and hard

work” shown by all who persevered

under trying circumstances and are

still working very hard on Murphy’s

complete restoration.

KUMC Celebrates Murphy Flood RecoveryLeft, Don Rau, director,Facilities Management,received the JayhawkStatue of Honor fromDonald Hagen, MD,KUMC executive vicechancellor, for his“quick thinking, tirelesshard work and goodhumor.”

Below, Byrrita Wood,administrative assistant,School of Medicine,received her “I Survivedthe Murphy Flood 2004” T-shirt at the thank-youluncheon.

3

The University of Kansas

Hospital is one of three academic

medical centers chosen for a pilot

project aimed at improving the way

teaching hospitals benchmark clini-

cal and operational initiatives.

University HealthSystem

Consortium (UHC), an alliance of

academic health centers, has selected

the hospital to submit information that

will eventually help compare teaching

hospitals’ performance relating to both

inpatient and outpatient data: cost of

supplies, use of drugs, exams ordered,

tests performed, length of stay, com-

plication rates, mortality, readmission

rates and frequency of procedures for

patients with the same diagnosis.

The hospital then will work

one-on-one with the best performers

in each category to understand and

apply their “best practices” in

improving overall performance.

“We have a long history of par-

ticipating in measurement and

improvement initiatives with

UHC,” said Gail Sahlfeld, manager,

Organizational Improvement deci-

sion support. “This will allow us to

benchmark our performance against

other systems like ours and will

give us more focused opportunities

for improvement.”

The other two academic health

centers participating in the pilot

project are affiliated with New York

University and the University of

Virginia.

The University of Kansas

Hospital has submitted patient data

to UHC since 1997 as part of its

performance improvement initia-

tives. UHC provides systems that

analyze clinical, financial and

administrative data.

Currently, the hospital submits

only inpatient data for benchmark-

ing purposes. The new initiative

will now also include outpatient

data, including patients admitted for

observation, Emergency

Department visits, outpatient sur-

geries and post-procedure patients.

All charge detail data will be sub-

mitted on every patient.

“This outpatient data will pro-

vide a much more comprehensive

analysis of our services,” said

Sahlfeld. “It is something our physi-

cians have asked for.”

Information Technology

Services and Organizational

Improvement partnered to identify

data components, write reports and

verify data. The University of

Kansas Hospital was the first hospi-

tal to submit data for the pilot

project, which should be completed

this fall. The data will be shared

with all UHC member hospitals.

Hospital Chosen for National Pilot Project

Staff from Information Technology Services and Organizational Improvement arepartnering on a national pilot project to help teaching hospitals improve perform-ance. Pictured are, front row (from left) Cathy Boekstal and Gail Sahlfeld; backrow (from left) Kathy Hazlewood, Gail Christopherson, Chip Hulen and Bart Albers.

“This (pilot project) will allow us to benchmark our performance against othersystems like ours.” Gail Sahlfeld

The University of Kansas Hospital’s

Clinical Labs walkers raised more than

$11,700 for the American Heart

Association in this year’s Heart Walk.

Shirley Weber, Organizational

Improvement, was the top individual

fund-raiser with $3,042.50. The final tally

for this year’s campus-wide effort was

$76,915.86, which placed the KUMC

team second in the region after

Yellow Corp.

Bob Page, hospital chief operating offi-

cer, and Heart Walk coordinator Amy

Metcalf, relational marketing manag-

er, presented a trophy and certificates

to Clinical Labs walkers and to Weber

for their outstanding efforts.

Pictured left to right (front row) are

Vicki Parsons, Linda Riley and Shirley

Weber; (middle row) Bob Page,

Tracie Lewis, Barbara Beier, Marilee

Means and Tai Nguyen; and (back

row) Dean Merkel, Linda Gorman,

Patricia Sanders-Hall, Charles Bartels,

Cathy Yonkey, Robin Heckelbeck,

Paige Boyer, Stacia Parkhurst-

Hitchcock and Jodi Ballenger.

Other team members not pictured

are: Terry Arthur, Laurie Cindrich,

Duane Crow, Ginger Gault, Anita

Graham, Julie Guess, Teresa Hart,

Margaret Hood, Mary Hornbeck,

Jennifer Jones, Kim Lenz, Mike Martin,

Lisa McLaughlin, Valerie Payne,

Jennifer Ragona, Don Reid, Tracey

Spaeth, Susie Stokes, Ossama Tawfik,

LaVonne Trieu, Elizabeth Whitford,

Beverly Wicker and Marsha Wilson.

Treads & Threads VolunteersMore than 87 Cancer Center

employees and patients have volun-

teered for the hospital’s Treads &

Threads fund-raising gala, which is

set for Sept. 10 at Kansas Speedway.

A volunteer kick-off event took

place July 30 in the Wyandotte

Room. Cancer Center employees

posed with a cardboard cutout of

NASCAR driver Rusty Wallace.

Pictured are (from left) Staci Austin,

Britta Dominguez, Marc Wendling,

Jeff Wright, Cancer Center execu-

tive director, and Alice Sage.

Heart Walk Winners

4

Peer RecognitionBelow, the KU School of Medicine’s Internal Medicine

department recognized support staff members with a

special reception July 29 in Hixson Atrium. Three employ-

ees were chosen from among 43 nominees to receive

the department’s first $1,000 semi-annual peer recogni-

tion awards for their performance and productivity.

Additional awards will be given to employees in August

based upon their contributions toward divisional prof-

itability. The winners received their checks from Susan

Pingleton, MD, Internal Medicine chair. Pictured are (front

row, from left) Susan Pritchard, patient service represen-

tative, Betty Brown, medical assistant, and Janie Allen,

coding/data entry representative. Chris McGoldrick

(back row, left), senior administrator, and Bill McBride,

administrator for Clinical Affairs, served on the employee

incentive committee. Other members (not pictured)

included Broderick Crawford, Saunny Jordan, Carol

Lohman, Barbara Robinson, Lori Rome and Linda Scharf.

Rare ConditionsAbove, the Kansas Fraternal Order of the Eagles Auxiliary

presented a check for more than $20,000 to the KUMC

Genetic Education Center July 28 for medical genetics

education and research. Combined with earlier gifts,

Kansas Eagle Auxiliary members have contributed more

than $27,000 to the center from the sale of handcrafted

items, pens, T-shirts, fund-raising dinners and other activi-

ties during the past year. Robin Talley (center), Kansas

secretary, presented the check to Debra Collins, genetic

counselor, and R. Neil Schimke, MD, clinical geneticist.

The funds support individuals and families who, through

a fluke of biology, have had to deal with one of more

than 5,000 rare genetic conditions that frequently fall

between the cracks of the health care system.

5

Good Night, Dorothy!Left, after 17 years as a night-shift nurse on Unit 53, Dorothy

Carson, RN, celebrated her retirement with friends and col-

leagues July 29. Carson (front row, left) celebrated with Lois

McMillin, RN, who retired in 1999, and (back row, from left)

Brenda Humphrey, Dee Olson, RN, Don Hein, RN, Thu Janes,

RN, Unit 53 nurse manager, and Cindy Diamond, RN. Janes

said Carson was very considerate of her patients, often

using a small flashlight to illuminate her work rather than

turning on the bright overhead lights in a patient’s room.

Grocery Fund-raiserThe Kansas Masonic Cancer

Research Institute (KMCRI) will ben-

efit from purchases made at area

Price Chopper grocery stores between

Sept. 1, 2004, and May 31, 2005. For

the second year, the store will donate

one percent of total qualified purchas-

es. Thirty-five active card-holders

must participate. If you participated

last year, you must re-enroll.

Register online at

www.mypricechopper.com or com-

plete a registration form. Copies are

available on campus at 5028

Robinson and 4030 Robinson or

any Price Chopper Customer

Service Desk. To activate the regis-

tration, present it along with your

card during your next purchase.

Computer SecurityTraining

Securing confidential information

on computer systems and denying

access to unauthorized people are

high priorities for The University of

Kansas Hospital. To help employees

maintain security and meet new

HIPAA rules, all employees who use

computers are now required to take a

computerized security training course.

This training takes approxi-

mately 20-30 minutes and must be

completed by September 30, 2004.

After that date, computer access

may be restricted for employees

who have not completed training.

Like the HIPAA Privacy

Training begun last year, the new

security training is easy to access

from any computer at KUMC.

Employees who are unable to com-

plete training at work due to job

requirements may access the train-

ing from a home computer via the

Internet, with supervisory approval.

To access the training, go to:

http://www2.kumc.edu/chalk/kumed.asp.

Contact the Help Desk at 8-4894

for more information.

2004 Alumni ReunionThe 2004 KUMC Alumni

Reunion will take place Sept. 17-19.

Events include a welcome picnic, a

historical slide show, deans’ updates,

presentations on advances in patient

care and scientific discoveries at

KUMC, class reunion festivities,

departmental celebrations and an

awards gala.

Details are posted at

www.kumc.edu/alumni or contact

the KUMC Alumni Associations at

913-588-7963 or 888-679-5951.

Directions Phone LinePatients and visitors who need

directions to The University of

Kansas Hospital may now obtain

them by calling a dedicated phone

number, 913-588-5555. The record-

ed message contains five options

for obtaining directions from all

parts of the Kansas City metropoli-

tan area and beyond:

1. St. Joseph, KCI Airport and the

Northland

2. Olathe, Overland Park and

Johnson County

3. Topeka, Lawrence and

Leavenworth

4. Blue Springs, Independence and

Downtown Kansas City

5. Joplin, Belton, Grandview and

Lee’s Summit

The new service will benefit

both the hospital and the entire

KUMC campus since anyone can

use it. Written directions and a map

are available on the hospital’s Web

site, www.kumed.com. People can

also call the hospital switchboard at

913-588-5000 for extra assistance.

Worlds of Fun TicketsWednesday, Aug. 11, is the

deadline for purchasing tickets for

KUMC day at Worlds of Fun/

Oceans of Fun on Saturday, Aug. 14.

Tickets cost $18.95 each for chil-

dren and adults.

Tickets provide admittance

to both parks and include a late

afternoon Mexican-style meal.

6

7

To purchase tickets, stop by

1024 Murphy from 8 a.m.-1 p.m.

weekdays. For more information,

contact Tamela Loos at 8-5148.

Wichita CelebrationIn celebration of the University of

Kansas Medical Center’s Centennial

and the 30th anniversary of the

KU School of Medicine-Wichita, the

KUMC Alumni Associations and

administrators will hold a reception

and program for alumni and students

5:30-7:30 p.m. Tuesday, Aug. 10.

The events will take place in

the Daniel K. Roberts Center, west

atrium, 1010 N. Kansas, Wichita.

RSVP to Alumni Relations at:

alumni@kumc.edu or call toll free

at 888-679-5951.

Lock-down TestFacilities Management, in con-

junction with KUMC Police, will

perform a campus-wide lock-down

test of the ID card access system

from 5:15-5:30 p.m. Friday, Aug. 6.

The annual test on the campus’

111 card access doors is conducted

in case a lock-down is required due

to a national or local emergency.

During the 15-minute test, all

perimeter card access doors will be

placed in “lock-down” mode and

tested to be certain they are work-

ing properly. ID badges will still

open doors for which they have

authorized access. People may still

exit through the doors.

Questions about the card access

system should be directed to Dennis

Murphy at 8-7904.

The Summer Scholars Program, conducted at the

KU Medical Center campus and at eight other Kansas

universities, allows talented high school and college stu-

dents to work with scientist-mentors and learn about

careers in biomedical research.

Under the guidance of faculty members and staff,

each student works on a summer research project that

allows them to explore new areas such as anatomy, bio-

chemistry, cell biology, molecular biology, pharmacology,

neuroscience, genetics and more.

“Our goal is to expose students to research early in their

education, with the hope that this experience will encourage

them to pursue research as a career,” explained Paul

Terranova, PhD, professor and director of the KU School

of Medicine’s Center for Reproductive Biology and coor-

dinator of the Summer Scholars Program.

The program is made possible by a National Institutes

of Health grant. Joan Hunt, PhD, is coordinator of the

statewide Summer Scholar Program and principal investi-

gator of the grant, which was recently renewed for nearly

$18 million and expanded to cover several additional

research initiatives over five years. She is the senior associ-

ate dean for Research and Graduate Education at the SoM.

The Summer Scholars Program exposes talented highschool and college students to biomedical research.Participants in this year’s program included, from left,Christal Carpenter, Lauren Reed, Macole Mayweather, Joan Hunt, PhD, senior associate dean for Research andGraduate Education, KU School of Medicine, Ashley Burdex,Corey McKain and Mark Fisher, PhD, associate professor,Molecular Biology, and a scientist-mentor for the program.

Program Exposes Students to Research Careers

Thursday, Aug. 5

• “Assessment of Behavior

Disorders in the Dementia

Patient,” Jon Dedon, MD, and

“Preventing Behavior Problems

in the Dementia Patient in the

Acute Care Setting,” Bruce

Voegele, RN, 12:30-2:20 p.m.,

Landon Center.

Friday, Aug. 6

• Class of 2008 White Coat

Ceremony, 2 p.m., Battenfeld

Auditorium. Reception in School

of Nursing Atrium. Call Amy

Meara at 8-5280 for information.

Tuesday, Aug. 10

• “Current Status of Lung Volume

Reduction Surgery for

Emphysema,” Jeffrey Piehler, MD,

Cardiothoracic Surgery,

7 a.m., Clendening Auditorium.

Coming UpClassifieds, etc.

Automotive:1988 Honda Civic, 4-door, grey, runsgreat, excellent gas mileage, 5-speed,power doors/locks, needs muffler, $500OBO. 913-710-2961.

1992 Jeep Wrangler, trail ready, 4-cylin-der, 112K miles, 5-speed, Posi-Lock cable,A/C, AM/FM, CD player, soft top withisland topper, trail cover, Powertrac locker,new heavy duty Chevy transfer case withslip-yoke eliminator, new drive shaft, 2"body lift, 2" add-a-leaf, 31" tires, $5,500.816-797-3043.

1993 Pontiac Grand Am, 2-door, 5-speed, excellent condition, $1,500OBO. 816-753-4641 or 816-985-6407.

1997 Mazda B2300 pickup, 4-cylinder,A/C, CD, alloy wheels, power steering,new tires, 71K miles, one owner, excellentcondition, $4,000. Jon at 913-722-5654.

2003 NP50 dirtbike, $800 OBO. 913-927-5703.

For Sale:32' aluminum extension ladder, $80.816-353-0064.

G.E. window AC units: 8K BTUs energysaver, 7-8 years old, $70; 19K BTUs,230 volt, recently serviced, $175; wash-er/dryer, all electric, 8-10 years old,good condition, $150; Kenmore refriger-ator, side-by-side, cream color, worksgreat, $125. 913-384-3378.

Babycise parent-infant exercise set, new,out of original box but in shrink wrap,includes padded mat, 2 “bar bell” rattles,3 inflatable triangle blocks to be used asbolsters, baby blue-colored backgroundwith small rose-colored pattern, $15.913-897-9492.

Fully beaded, beautiful wedding dress,detachable train, matching veil, $80.913-488-9398.

Galaxy gas stove, very good condition,$75. 816-822-1422.

Clean gas stove, black and white, $100OBO. 816-405-1106.

Dining room table with 2 leaves, 5 chairs,china cabinet, $250 OBO. 816-305-2091.

Chiefs’ tickets for sale: Aug. 23, St. LouisRams; Aug. 28, Cleveland Browns; Nov.28, San Diego Chargers; section 325, row17, seats 3 and 4, Chiefs’ side; $64 perseat preseason games; $79 per seat regu-lar season games. Rob at 913-397-6458.

Four Kansas Speedway tickets for Sat.,Oct. 9. 913-722-3631.

Set of 1970’s brown, thumbprint glass-ware, $8 each tumbler; stemmed waterglass, wine glass, dessert dish, $50 forall; dishes: Winterwheat, full set for 8;V&B, Geranium pattern, 4 place set-tings plus extras; Princess Diana’severyday dish pattern. 913-268-6417.

Overland Park luxury condo, 8741 RiggsCircle, between Metcalf and Lamar, 2 BR,huge closets, 21/2 BA, den, office, newkitchen with granite/new appliances, pri-vate patio, great for professional couple,$219,000. 913-269-9963.

4 BR, assumable loan, easy highwayaccess, close to bus stop/shops, 11/2 story,owe $52,000, 23 St. & Sterling, KCMOSchool District. Lisa at 816-468-4040 orMarlene at 816-806-2953.

For Rent:2 apartments: 1 BR, 2 BR, in triplex, allutilities paid, within walking distance ofKUMC. 913-397-6476 or 913-722-5735.

Free:Good family dog looking for goodhome: 6-month-old Mastiff/Boxer mix,sweet, great with kids, unable to keepdue to move. 913-789-7327.

Firewood, already cut, must pick up.913-789-7327.

Wanted:Push or propelled mower with deck rearbag, prefer a Craftsman, new or in goodcondition. 913-208-2205.

Irene M. Cumming Donald Hagen, MDPresident and CEO Executive Vice ChancellorThe University of University of KansasKansas Hospital Medical Center

Carolen Collins, Internal Communications ManagerVal Renault, Senior Writer

Kirk Buster, Graphic DesignJan Lewis, Editorial Manager

Mary King, Communications Services Director

In The Center is a weekly employee publication published by The University of Kansas Hospital’sCommunications Services Department. Send story ideasto Carolen Collins, Bldg. 48, Room 1070, e-mail ccollins9@kumc.edu or call 8-1074.

Ad Policy - Send or bring your ad, 30 words or less, to Bldg. 48, Room 1070, fax to 8-0241, or e-mailinthecenter by noon Thursday of the week before it isto run. Ads run free of charge for employees, studentsand volunteers. All ads must include the advertiser’sname and work extension (or student box number) forverification. Only home phone numbers–no pagernumbers or work extensions–will be published. Pleaseinclude area code. No ads for commercial services orpets for sale will be accepted. Ads will not be taken bytelephone. Ads may be held a week if space is limited.

3901 RAINBOW BOULEVARD • KANSAS CITY, KS 66160 • (913) 588-5000 • WWW.KUMC.EDU