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Access is the Answer

Dear Friends,

This was a historic year as thousands of Delawareans gained access to health insurance, many for the first time in years or in their lifetime. Access means more than having an insurance card. It is more than receiving care in the emergency room. As a community health system, our mission is to provide equal access to quality healthcare, regardless of ability to pay. We are a regular and reliable source of quality preventive and primary health care for all of our patients.

At Westside Family Healthcare, we are more than a doctor’s office in the communities we serve and offer a wide range of services to improve the overall health of our patients and communities, as detailed within this Community Impact Report. We also provide accessible hours of operation including same-day appointments in addition to evening and weekend hours. Each day, we put our mission into action as we work towards the goal of ensuring Delawareans have access to a medical home.

This year, with the support of our communities and partners, we expanded access in several significant ways. We were thrilled to open the doors of our new dental office, located at our Dover health center, offering access to affordable, quality oral health services to the greater Kent County community. Our outreach and enrollment team worked tirelessly throughout the State of Delaware to educate and enroll thousands of Delawareans in Medicaid, CHIP and the Delaware Health Insurance Marketplace. We continued to strengthen our commitment to the medical home model and in doing so, exciting updates to our 4th Street office in Wilmington are forthcoming.

We invite you to share in all the growth and successes we have had in the past year through the highlights in our Community Impact Report.

Health & Happiness to you and yours,

2014 Board of Directors

Thomas A. Sweeney, MD Chair

Norman D. Griffiths, Esq. 1st Vice Chair

Connie Montaña 2nd Vice Chair

Carol Di Luzio, CPA Treasurer

Beryl Barmore Secretary

Nakishia Bailey

Kevin M. Baird, Esq.

Leslie Bastianelli, CPA

Milton Delgado, EdD, MBA

Theresa Hasson

David R. Lewis, CPA

Richard B. Carroll, Esq.

Wanda M. Lopez

Rev. Aaron Moore

Brenda Cabrera-Nieves

Maria L. Perez

Terry Richard

Donnita Scott, MD

Janice Tildon-Burton, MD

Executive Leadership Team

Lolita Lopez, FACHE President & Chief Executive Officer

Donna M. Goodman, CMPE VP & Chief Finance and Operating Officer

Tom Stephens, MD Chief Medical Officer

Teresa A. Cheek, Esq. Chief Legal and Human Resources Officer

Mission Statement

Our Mission: To provide equal access to quality healthcare, regardless of ability to pay.

Our Vision: To achieve health equity through the provision of person-centered care.

westsidehealth.org

Lolita A. Lopez, FACHE President & CEO

Thomas Sweeney, MD Chair, Board of Directors

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Our Core Services

Westside Family Healthcare is more than a doctor’s office to the over 26,000 patients who we will care for this year; it is a medical home. We focus on comprehensive primary and preventive care so that patients can maintain and improve their quality of life, despite the various barriers that may stand in their way. At Westside, families and individuals have unmatched access to culturally competent care and support services that meet the unique needs of the communities and populations that we serve.

As a non-profit community health system, Westside is committed to the values of access, quality, accountability, and person-centered care. We have been fully accredited by the Joint Commission (since 2000) for our commitment to meeting the highest clinical quality and safety standards; and since 2012, we have been certified by the Joint Commission as a Primary Care Medical Home (PCMH).

Primary Healthcare Our team of dedicated clinicians provide high-quality, comprehensive, culturally competent, and coordinated person-centered primary healthcare. This care is provided at six practices located in high-need, low-income communities within Wilmington, Newark, Bear/New Castle, Middletown, and Dover. In 2013, our clinicians and support staff cared for 26,661 patients through 95,259 patient visits.

Dental Care Our dental team provides preventive and restorative dental care for patients at both its Wilmington and Dover locations. In 2013, our dentists and hygienists cared for 3,305 patients through 10,197 patient visits

Prenatal and Post-partum CareOur “We Deliver” program not only “delivers,” but also offers patients comprehensive case management, social support services, nutrition counseling, and breastfeeding support. In 2013, our maternal health program cared for 1,099 prenatal patients and delivered 605 babies.

Behavioral Health Care We offer on-site behavioral healthcare services that include medication management and counseling. We also partner with community-based counseling organizations to provide direct referrals to ensure greater access for our patients. In 2013, our behavioral health clinicians cared for 578 patients through 2,384 patient visits.

Family Support Services Our support services team works hand in hand with patients to break down barriers that may stand in the way of them living healthy and productive lives. Our patients have access to a team of social service coordinators who connect patients with food, housing, and job assistance programs. Patients also have access to a team of healthcare coordinators who facilitate needed specialty care, and refer to our on-site team of Certified Diabetes Educators and Registered Dietitians. In 2013, our support services team provided additional one-on-one support services to 2,037 patients through 3,472 patient visits.

Migrant and Seasonal Farmworker Health Program Since 2011, we have operated a mobile health program providing preventive and primary care services to the Migrant Seasonal Farmworker (MSFW) populations of Kent and Sussex Counties. Care is offered during the growing season through a mobile medical van and comprehensive health outreach team. We have also has organized a 12-member Migrant Seasonal Farmworker Advisory Council to help support our efforts. In 2013, our mobile health outreach team cared for 256 patients through 583 patient visits.

Photography care of Annie O’Neill

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Improving Access to Oral Healthcare in our CommunitiesOral health extends beyond the health of the mouth and is essential to overall health and well-being, yet many Delawareans’ cannot gain access to this critical need because of a lack of dental insurance and ability to pay.

When we opened the doors to our Dover health center in August 2011, we quickly became aware of the significant unmet oral health needs that exist in the greater Kent County community. The low-income uninsured and underinsured members of the community have experienced extremely limited access to care, leading to expensive emergency room visits for serious dental issues that could have otherwise been addressed in a preventative care setting. As a result of this need, we developed a plan to raise both the capital and operational funding required to open a dental office at our Dover location. Thanks to our federal, foundation, and corporate partners, we were able to raise the funding necessary to open our doors in September of this year. The new dental office includes seven operatories and is expected to care for more than 875 patients in the first year of operation.

Our work does not end here; however, as we know that to truly improve the health of our communities we need to advocate for oral health care to be viewed as a critical component of primary care. At present, Delaware is one of only four states that does not offer dental coverage for adult Medicaid beneficiaries. This presents a significant cost barrier for low-income adults and means that they are often unable to access needed dental services. We will continue to advocate alongside the medical, dental, and legislative community in our state for dental coverage to be included as a benefit of adult Medicaid. Oral health is the window to one’s overall health, and we are committed to ensuring that communities throughout Delaware have access to this critical service.

Putting Our Patients at the Center of Their Care As a Joint Commission certified Primary Care Medical Home (PCMH), we

work hand-in-hand with our patients to provide care that is tailored to fit their healthcare and social support needs, as well as lifestyle and culture. A critical

component of the medical home model is matching each patient with a multidisciplinary care team of providers and support staff. This model of care reaches beyond our office walls as members of the care team coordinate care within our health center, linking patients to community resources and specialty care.

Over this past year, we have implemented a number of improvements to enhance the quality of care and convenience for our patients. We have expanded hours of operation at our Middletown location and added dental services to our Dover location. We have added a new feature to our electronic health record (EHR) system, which enables the

care team to communicate more efficiently and develop customized care plans to address specific patient needs. Also, renovations are forthcoming

to our 4th Street Wilmington health center that will provide 6 additional exam rooms, and consult and team rooms to support care coordination and

patient education. Due to the increase of clinical space, these updates will enable us to hire two additional primary care providers who are expected to care

for nearly 2,000 additional patients.

• U.S. Department of Health and Human Services, Health Resources and Services Administration (HRSA)

• Longwood Foundation, Inc.

• Highmark Delaware BluePrints for the Community

Many thanks to our Dover dental funders:

• Laffey McHugh Foundation

• Potter Charity Trust

• M&T Charitable Foundation

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2013 Financial Statements

Patient Service Revenue $8,378,578

Federal Grants $6,135,763

State/Local Grants $2,917,529

Special Events $128,396

Contributions $24,689

Other Income 1 $804,912

Program $12,650,088

General & Administrative

$5,607,436

Fundraising $97,03045+33+16+1+1+4+LREVEnuE

$18,389,867 69+30+1+LExPEnSES$18,354,554

Operating Income (Loss) $ 35,313

non-Operating Income $ -

Change in net Assets $ 35,313

Beginning of Year net Assets $ 7,312,074

net Assets $ 7,347,387

2013 Patient Impact and Demographics

OuR IMPACT, OuR PATIEnTS,

OuR COMMunITY

4 in 10 patients are best served in a language other

than English

94% of our prenatal patients

delivered babies at a healthy birthweight

35% of our patients are

uninsured

88% of our patients’ have a

household income at or below 200% of the Federal

Poverty Level

26,611 patients cared for

95,259 patient visits

22,000+individuals were educated

and/or assisted by our certified enrollment specialists with enrolling into the Health Insurance Marketplace

5,341patient visits for support and enabling services, such as podiatry care, vision, nutrition and diabetes education

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Coverage counts for thousands of Delawareans who now have access to affordable, comprehensive health coverage through the Health Insurance Marketplace and Medicaid. For many, enrolling in coverage in 2014 was the first time in their lives that health insurance was in financial reach, and they needed extra help to navigate the enrollment process. Our certified and bilingual Enrollment Specialists have been work-ing statewide over the past year to promote health insurance literacy, assist families in enrolling in coverage, and connecting them back to care.

Since October 2013, our Enrollment Specialists have partici-pated in more than 1,600 education and enrollment events, and have reached more than 22,000 Delawareans. Through this program, we have strengthened existing partnerships and established new collaborations to expand our reach from

working hand in hand with public libraries and hospitals, to utilizing the resources and outreach tools from Enroll America, a national leader in this initiative. We have utilized innovative approaches such as text message alerts and social media engagement to have a broader reach within the communities we serve.

We know first-hand that helping Delawareans get covered is just the first step in building healthier and stronger communi-ties. Our work will continue beyond enrollment assistance as we continue to connect families to a medical home where the focus is on preventing and treating illness at the onset.

*This program is funded by the Centers for Medicare and Medicaid Services, U.S. Department of Health and Human Services; the Health Resources and Services Administration; and the Delaware Department of Health and Social Services.

“I couldn’t have a picked a better doctor than Dr. Sandrian and the team at Westside Family Healthcare – they saved my life,” says Stephen.

Stephen hadn’t been to the doctor in nearly two decades. But in 2013, he started not feeling like himself, and decided to become a new patient at Westside. Soon after his first appointment, he found out that he was diabetic, just like his parents. That was six months ago. Today, Stephen is doing everything that he can to manage his diabetes. Stephen participates in weekly diabetes management classes and individual nutrition counseling. Stephen notes that the help of Kathy Stroh, a Certified Diabetes Counselor at Westside, he is making his health a priority and has been able to better manage his diabetes. Most importantly, he feels great!

Stay Covered, Get Covered: Westside’s Marketplace Outreach and Enrollment Program

Enrollment Specialist: Bernadette Evans

“One of the best rewards is seeing individuals and families become excited because they

can now go to the doctor! Getting families covered means impacting people physically and financially for the better. That’s why, I love

what I do!”

Bernadette Evans,

Lead Outreach and

Enrollment Specialist,

in New Castle County

providing educational

materials to families in

Wilmington.

Stephen, pictured here, rides his bike from his home in Newark to the Bear/New Castle Health Center to attend diabetes management classes each week.

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Donor Spotlight: Debbie and Bob NorrisDebbie and Bob Norris truly embody the spirit of giving. The Norris family has established an annual fund at Westside in loving memory of Debbie’s brother, Peter E. Hess, which supports our Reach Out and Read program. During each well-child visit, children are given a new book to take home with them. These books are also used by the medical provider during the visit to assess and track developmental milestones. For many of our young patients, this is the first book that they have ever owned. We have also seen the books encourage literacy in older family members.

Debbie and Bob support their fund through team participation in our annual 5K/10K—The Westside Way. Since the family began this initiative in 2012, their team has raised over $13,000, which has provided critical sustainability support for our Reach Out and Read program. They not only request donations from friends and family but have also gotten creative by hosting a yard sale each summer with all proceeds going to support our program.

Their kindness extends beyond supporting the Reach Out and Read program. Through their annual gift, they support our graduate student summer internship program through the University of Delaware’s School of Public Policy and Administration. In the past, they have also supported the efforts of the outreach team to help promote WFH in the community.

Donors like Debbie and Bob make it possible for Westside Family Healthcare to offer these important programs that help to improve both the lives of our patients and the communities we serve.

Want to find out how you can get involved? Please contact our Fund Development Manager, Stephanie Patterson, at 302.656.8292 or stephanie.patterson@westsidehealth.org for more information on our current donation and volunteer needs.

Javier and Sarah AcuñaKevin G. AdelsbergPatricia AjizadehValeri Alcantera Lorrain AmaroCarol AmmonMaria Aristigueta CoonsJanet ArmitageDavid B.Fiona BakerBeryl A. BarmoreShannon BartowLeslie BastianelliSusan BehrensJeffrey J. BellKarl and Kristin BennettCallie BentBrenda BernierLisa BowenDr. Cynthia Flynn and Ms. Deirdre BoyleHeather BrownVictor BrutoutBrenda Cabrera-NievesVictoria CargillCarroll CarpenterRichard B. Carroll, Esq.Steve CarterThe Hon. and Mrs. Michael Castle

Teresa Cheek, Esq.Alisha ChipmanNancy ClearyChristian ColettiPamela ConnellyEileen ConnorPhoebe CravenMary Cunningham-KruppaDr. Patricia CurtinBartosz DajnowskiCynthia de LeonMilton Delgado, EdDCarol and Thomas Di LuzioDiane L. Di NorsciaKaren DiTullio-EwellDr. S. Barry and Betty S. DiznoffDr. Christine Donohue-HenryElizabeth DouglassBrent and Carolyn DreverDr. William DuncanDrs. Justin and Kate EldridgeLauren FairMeredith FarrellPhyllis E. FeibusMark Fisher and Diana Hess-FisherJane and Jim FranciscoChris FraserEdward J. Freel

Jane FrelickGail FremderAnna GarrettJoseph V. GiordanoGreta GlaserMarion GodfreyMaria Gomez-MartelliDonna and Mark GoodmanRobert and Diane GoveKatherine GranfieldStacey and Anthony GravesVirginia GreeneThe Hon. Norman and Michele Griffiths Irwin GrossPatrick GrusenmeyerKyle GuinivanRebecca HamlinPatricia H. HamptonMarc HarnlyJudy HarperAnnie HarrisLaura HartmanTarik Haskins, Esq.Theresa HassonMorgan HayesGeri HazeltonAlbert HelmecziDr. and Mrs. Sidney Hess

Hubert and Linda HessMaria Hess, EdDThe Howard/Brown Family FundJohn Hundley Eric D. JacobsonBrenda James-RobertsNancy JehlLynn and Leslie JonesYolanda JonesSusan JonesDavid KarasNora KennedyMolly KeohaneAnthony J. KinneyDonald KirtleyToshiaki KosekiJean and Robert KrapfJames LaffertyBernadette LaneBrunia A. LapeineDr. and Mrs. Robert J. LaskowskiBertrand LavedrineBarbara LemmenSara Burke LevinAmanda LewisDavid and Nadine LewisLolita A. Lopez, FACHEDr. and Mrs. Brian Loss Kenneth Lupold

Dolores LutzAmanda MaloneyGwen and Frank MarshHugh MartinConstance McCabeH. Salle McDanielKaren McFaddenJeanne McFaddenKathryn McKenzieFreddy and Diane McMindsCarrie L. McNealPhilip D. MerwinPaul MessierConsuela MetzgerMichael MillerJeffrey and Marie MinnerThe Moelis Family FoundationConnie MontañaAaron MooreCarolyn MooreJames and Janis MoorePeter MorrowSherrill MullenixJamie MurrayBlaise MuscaraPeter MustardoDr. Janice E. NevinJoanne NimmoDouglas Nishimura

2013 Individual Donors & Supporters

Photography care of Sandra Wylie Photography

Bob and Debbie Norris

at our Art of Caring:

Celebrating 25 Years of

Westside Family Healthcare

event at the Delaware Art

Museum in October 2013

• Continued on page eight

2013 Corporate Donors & Supporters

O u r L O C a t I O N Sadministrative Office 300 Water Street, Suite 200 Wilmington, DE 19801

ancillary administrative Office 2 Penns Way, Suite 412, New Castle, DE 19720

Outreach and Enrollment Office – Kent & Sussex Counties 201 Kings Highway, Milford, DE 19963

Bear/New Castle Health Center 404 Fox Hunt Drive, Bear, DE 19701

Dover Health Center 1020 Forrest Avenue, Dover, DE 19904

Middletown Health Center 306 East Main Street, Middletown, DE 19709

Newark Health Center 27 Marrows Road, Newark, DE 19713

Northeast Wilmington Health Center 908-B East 16th Street, Wilmington, DE 19802

Wilmington Health Center 1802 West 4th Street, Wilmington, DE 19805

Richard NoonanSarah Noonan DavisBob and Debbie NorrisMaggie NorrisSara NunnKatie OrrCrista PackChristine M. PaolettiSandi PattersonStephanie Patterson and Drew KeohaneEileen M. PaulsonSylvie PenichonMaria L. PerezGary and Lear PfeifferNancy PiaJoseph J. PippelCharles and Kathryn PotterEllen PromiseTamber RahmeierEdward C. RatledgeJames ReamesLawrence L. Reger

Sally ReichmanMichael RephMarcia ReynoldsBill and Kelly RhodundaShawn RichardsAndrew RobbShawn RoheNoreen RuczhakPenny SaridakisEmily C. SchuetzDr. Donnita M. ScottJane L. ScottH. Rodney Sharp, III and Lynn Herrick SharpStephanie SimmonsKelly A. SmithWayne SmithMatthew SpongCharles and Theresa SternerJoyce Hill StonerMichelle SullivanDr. Thomas A. Sweeney and Anna Maria Leitgeb

Randall SymesH. Alfred Tarrant, Jr.Joy TaylorShawn ThompsonLloyd L. Thoms, Jr.Elena J. TorokAnna TorresCheryl TyreeMr. and Mrs. William WadeDeborah WatsonGeorge WatsonSusan WeimerAbby N. WellsGuy WhartonSara Whitty LaphamJoelle WickensEvan WilnerKevin WilsonJudy and Edward Zahnow

Individual Donors and Supporters • Continued from page seven

$25,000+ AstraZeneca

$24,999-$10,000Doctors for Emergency ServiceHighmark Blue Cross Blue Shield of Delaware

$9,999-$5,000Bank of AmericaDuPont

$4,999-$1,000ab+cBayhealth Medical CenterThe Benefit Group, LLCChristiana Care Health SystemCITI BankDelaware Physicians Care, Inc.Dynamic Physical TherapyHelen F. Graham Cancer CenterM&T BankPNC BankWe Work for Health, Delaware ChapterWSFS Bank

$999 - $100Architectural AllianceAsset Management AllianceATI Physical TherapyBaird Mandalas Brockstedt, LLCBrandywine Urology Consultants PABravo HealthDelmarva PowerCity of WilmingtonEmory Hill CompaniesIntellisound, Inc.

Louviers Federal Credit UnionMorris James, LLP- Personal Injury GroupThe Nemours FoundationP&C RoofingPEP Cleaning ServicesPhysiotherapy AssociatesPioneer Fence CompanyPremier Builders Inc.Qlik ViewSaul Ewing LLPStrano & Feeley Funeral HomeReMax Sunvest RealtyRyan’s Wines & SpiritsUnited Methodist Women of Newark United Methodist ChurchWheeler Wolfenden & Dwares, P.A.Whisman, Giordano & Associates, LLCWilmington City Council

2013 Grant FundersHealth Resources and Services Administration, U.S. Department of

Health and Human ServicesState of DelawareAetna, Inc. American Cancer SocietyBank of AmericaChristiana Care Health SystemDelta Dental Community Care FoundationLongwood FoundationLaffey McHugh FoundationMarch of DimesM&T Charitable FoundationPotter Charity TrustTarget

Picture of Phoebe Craven and artist Ellen Priest at our 2013 Art of Caring: Celebrating 25 Years of Westside Family Healthcare event at the Delaware Art Museum. Thank you to our donors and supporters who celebrated this milestone with us!

Photography on the front cover is care of Maggie Norris and Sandra Wylie Photography

Photography care of Sandra Wylie Photography