2012 Report to the Community

P R E S B Y T E R I A N H E A LT H C A R E S E R V I C E S

2 0 1 2 R E P O R T T O T H E C O M M U N I T Y

Commitment

to Community

For 104 years, Presbyterian Healthcare Services has been a part of the New Mexico

landscape. Our story began when a Presbyterian minister by the name of Hugh A. Cooper

saw a need in the community and dedicated himself to meeting that need. Reverend

Cooper’s actions established the framework for Presbyterian’s longstanding commitment to

community, and it’s a legacy our 9,600 employees dedicate themselves to each day.

We are New Mexico’s only fully integrated, private, not-for-profit healthcare organization and

our purpose is to improve the health of the patients, members and communities we serve. We

do that in a number of ways: through the exceptional care our physicians, nurses and other

employees provide at our hospitals and clinics; by providing health insurance to employers

large and small, individuals, Medicaid managed care recipients and Medicare enrollees;

through our community outreach, community health efforts and community giving; and by

continually seeking to improve, innovate and implement successful strategies. We are not

only committed to community but we also are governed by community, as you can see in the

above photo and on Page 15.

The following pages offer a glimpse of our recent accomplishments and milestones. I hope

you’ll notice that whether we are pioneering national reforms, introducing quality-enhancing

initiatives or remodeling a building, our patients and members are at the center of our

focus. That commitment to community dates to 1908. And at Presbyterian, we take our

commitments seriously.

Jim Hinton

President and CEO

Presbyterian Healthcare Services

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The members of the Presbyterian Healthcare Services Board of Directors are (back row, from left): Brian Burnett; Tom Roberts, MD; George Isham, MD; (middle row, from left): Frank Figueroa; M. Ries Robinson, MD; Jennifer Thomas; (front row, from left): Jim Hinton; Sandra Begay-Campbell; Elaine Papafrangos, MD; Kathie Winograd, PhD, chair; Charles Milligan.

“I like taking care of people. … That’s what we’re here for, to take care of our people, our elders and our loved ones, … ”

–Imogene Zuni, radiographer and 40-year

Presbyterian employee

“We really like Presbyterian’s doctors, hospitals and clinics. We always feel really cared for by everyone.”

– Mom, Megan, and Tushar Dandade, MD, Ob-Gyn,

Presbyterian Medical Group, Rio Rancho

“Erica, my coach, made me feel special as a person and made me feel like my children are important to Presbyterian.”

– A Santa Fe mom after being offered one-on-one education about her Salud plan and help getting her family started with

Primary Care Providers. She had never had insurance before.

When it comes to Presbyterian’s values, “People First” is at the top of the list for a reason. Caring for people is what we have done since before New Mexico was granted statehood.

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“I’m at Presbyterian because of the people I work with and the people I get to care for.”

– Dusty Chavez, a 15-year Presbyterian employee who is the Director of the Patient

Placement and Transfer Center

“I would not be alive today if not for my Presbyterian Salud plan. And Jean, my case manager, she is honestly one of my angels ... I know she really cared.”

– Mark Rodriguez, a Santa Fe native whose stonecutting

hobby cost him his lungs. With Presbyterian’s help he was

given a new set of lungs and a new lease on life.

“Working for Presbyterian is more than a paycheck. It’s so important to be part of our members’ lives. I can help people get what they need. Every day my job is rewarding.”

– Cathy Candelaria, who has worked for Presbyterian for 30

years, currently in Medicaid Programs Administration

C O M M I T T E D T O S E R V I N G P E O P L E

C O M M I T T E D T O E X C E L L E N C E

At Presbyterian, we expect excellence of ourselves because we know the patients, members and communities we serve expect it of us.

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In an American Hospital Association comparison of the top 250 health systems in the United States on publicly reported clinical core measures,

readmissions, mortality rates and patient satisfaction, Presbyterian is ranked 57,

an improvement of 144 places in four years. Our focus is on using quality tools that

improve clinical results, evidence-based medicine and evidence-based care design.

Three of Presbyterian’s eight hospitals – Lincoln County Medical Center, Plains Regional Medical Center and Socorro General Hospital – were recognized

by the Joint Commission as “Top Performers” on key quality measures

Lincoln County Medical Center in Ruidoso received the Brilliant Torch Award from the New Mexico Medical Review Association for achieving 100

percent on clinical core measures

Presbyterian Española Hospital received a Hospital Safety Score of “A” from the Leapfrog Group, an independent national nonprofit operated by

employers and other large purchasers of health benefits

Presbyterian Cancer Network was nationally accredited in radiation therapy

and medical oncology

Presbyterian Hospital received the Platinum Performance Achievement Award from the American College of Cardiology Foundation for implementing a

higher standard of care for heart attack patients

I N C L I N I C A L Q U A L I T y

C O M M I T T E D T O E X C E L L E N C E

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Presbyterian Medical Group exceeded or met national averages in 22 of 32

clinical quality measures, including three diabetes control measures

Modified Early Warning System implemented, helping caregivers identify

patients who need advanced clinical attention before their conditions deteriorate

Unnecessary admissions for deep venous thrombosis management reduced to

less than 3 percent

Length of stay for total joint replacement patients decreased 25 percent

Hospital admissions for pediatric asthma patients reduced by 32 percent

The Presbyterian Customer Service Center received 1.7 million calls and had

a satisfaction rate of 96.9 percent

Presbyterian Hospital was awarded

the Consumer Choice Award by

National Research Corporation for

the 17th consecutive year

Presbyterian Health Plan met or exceeded annual customer satisfaction performance targets

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I N C U S T o M E R S A T I S f A C T I o N

C O M M I T T E D T O E X C E L L E N C E

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Presbyterian is the most preferred healthcare organization in New Mexico, according to an independent

research firm

Presbyterian was the most trustworthy healthcare organization in New Mexico for the fifth year in a row, according

to an independent research firm

Presbyterian Medical Group ended the

year with a mean score of 91.4 in patient satisfaction

Plains Regional Medical Center was

one of 20 hospitals nationwide to receive

the Top Improver Award from Press

Ganey, the healthcare industry’s leading

independent vendor of patient satisfaction

measurement and improvement services

Urgent Care decreased length of patient visit time by 27 percent

Plains Regional Medical Center Emergency Department reduced

patient length of stay by 32 percent

C O M M I T T E D T O E X C E L L E N C E

Presbyterian President and

CEO Jim Hinton is named

chair-elect of the American

Hospital Association

As part of

its community

health commitment,

Presbyterian Hospital

becomes home to

a Growers’ Market

A new primary

care clinic opens

at Dr. Dan C. Trigg

Memorial Hospital

in Tucumcari

Presbyterian Española Hospital

opens a 34-bed patient tower

Groundbreaking is

held for a Physicians

Office Building at

Lincoln County

Medical Center

Presbyterian

maintains its AA

financial rating

M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2

Presbyterian starts

serving 16,000

Medicare patients

as part of its role as

a Pioneer ACO

Presbyterian Rust

Medical Center in Rio

Rancho, Presbyterian’s

newest hospital,

expands by opening

a fifth floor

Volunteer Services

celebrates its

60th anniversary

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M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2

Work begins on a

new medical office

building in Socorro

Presbyterian enters

into agreements

with major employers

to deliver care in

new ways

Lincoln County

Medical Center

begins offering local

orthopedic services

and surgery

Presbyterian

leaders across

the state engage

schoolchildren in

wellness activities

and education in a

Day of Service

The Rev. Hugh A.

Cooper Center,

Presbyterian’s new

administrative

building, welcomes

the first employees

Presbyterian acquires

MD Urgent Care,

expanding urgent

care offerings in the

Albuquerque area

Presbyterian Health

Plan is the only

locally owned

health plan selected

to participate in

Centennial Care,

New Mexico’s

expanded Medicaid

program

Remodeling work

begins at Presbyterian

Kaseman Hospital

in Albuquerque to

renovate operating

rooms and units

associated with

preoperative and

postoperative care

Albuquerque

Ambulance celebrates

its 40th anniversary

Presbyterian partners

with T-Systems

to transform the

organization’s IT

environment

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COMMITTED TO INNOVATION AND INTEGRATION

Presbyterian is a leader in integrated healthcare and provides New Mexicans with hospitals, a health plan and a medical group of primary care and specialty physicians. Through that connection, we offer patients a seamless continuum of care, manage care in cost-effective ways, and make meaningful changes that improve value for customers and increase organizational performance. We are continually working to offer programs and services that improve quality and lower cost.

In an effort to transform primary

care, improve quality and reduce

costs, Presbyterian Health Plan has

funded $1.3 million in grants to

pilot Patient Centered Medical

Homes among medical practices in

several New Mexico communities

that provide care for about 40,000

Presbyterian Salud (New Mexico’s

Medicaid managed care program)

members. Among the innovations

in care are group visits, telephone

appointments, promotoras

(community health educators

who help educate and support

patients and their families) and care

managers. Early results demonstrate

improved preventive screening and

chronic care management.

Presbyterian remained among

the national leaders in innovative

healthcare delivery methods with

its Hospital at Home® program.

More than 630 patients have been

treated at their homes instead of in

the hospital under the program that

Presbyterian Health Plan developed

in partnership with The Johns

Hopkins School of Medicine.

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With the establishment of a

Discharge Call Center, Presbyterian

has made a significant investment

to ensure that patients discharged

after receiving inpatient or

emergency services are contacted

within 72 hours of leaving the

hospital. In 2012, the nurses who

staff the center reached out to more

than 35,000 hospital and 21,000

Emergency Department patients

to assist patients and families with

a safe transition to home, provide

education as needed, reinforce

discharge instructions and seek

opportunities for improvement.

Implementation of Presbyterian’s

electronic health record at our 36

ambulatory clinics was completed

in 2012. Rollout of the system in our

eight inpatient settings has begn

and will be finalized in May 2014.

The electronic health record will

link all of Presbyterian’s hospitals

and clinics with one financial and

medical record, meaning there will

be just one record for each patient.

It also will support our emphasis

on evidence-based medicine and

best practices, resulting in safer

and more cost-effective care for our

patients.

Presbyterian Health Plan members

with certain diagnoses are managed

through our Disease Management

or Care Coordination program to

improve quality outcomes, increase

patient self-management skills and

reduce health care costs. In 2012,

these integrated interventions

resulted in an estimated cost

savings of more than $20 million.

C O M M I T T E D T O C O M M U N I T Y H E A LT H

In 2012, community health forums were

held in the areas in which we have hospitals

as part of our Community Health Needs

Assessment process. Based on feedback

from forum participants, we refined the

community health priorities we will focus on

in the development of an implementation

plan for 2013-2016. Presbyterian’s three

priorities are healthy eating, active living and

preventing unhealthy substance use.

Presbyterian Hospital began hosting a weekly

Growers’ Market in 2012 that had more than

345 shoppers each day that it was open. It

will continue in 2013.

In October, approximately 400 Presbyterian

leaders participated in a Day of Service

by visiting local schools to promote health

and fitness. They led wellness activities and

education efforts for about 5,000 students.

Health education is provided in a number of

areas by Presbyterian professionals. Among

the classes offered are programs on aging

issues for seniors, baby basics and beyond

for new parents, breastfeeding for new

moms, infant CPR, arthritis management

programs and cancer support sessions.

In addition, Presbyterian is represented on

numerous health boards and councils in the

communities we serve.

Presbyterian’s commitment to community health doesn’t stop when patients leave our hospitals or clinics. We are actively engaged as an organization in community health initiatives and conversations.

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More than $27.6 million* in free medical care

More than $19.7 million* in uncompensated care

95,000 hours of volunteer service

valued at $2.1 million

$11.5 million investment in Presbyterian Kaseman

Hospital remodeling, leading to 125 to 150

construction jobs over the course of the project

$5.9 million investment in new 23,000-square-foot

medical office building in Socorro, creating up to

100 construction jobs during the project’s duration

$1.58 million in employee donations to United Way

$65,000 to Albuquerque Healthcare for the Homeless

C O M M I T T E D T O C O M M U N I T Y H E A LT H

From providing unreimbursed care to creating jobs and having a workforce dedicated to giving, Presbyterian’s community impact is felt by all.

*Estimated, based on cost

More than 9,600 employees

More than 600 employed providers

More than 600 volunteers

in central New Mexico

1,171 licensed hospital beds

8 Urgent Care clinics,

including a Pediatric Urgent Care,

in the Albuquerque metropolitan area

5 Home Healthcare Programs

in 5 communities: Albuquerque

metropolitan area, Clovis, Española,

Socorro, Tucumcari

3 ambulance services in

3 communities: Albuquerque

metropolitan area, Española, Ruidoso

11,900 physicians and practitioners

in our Presbyterian Health Plan network

2,744 nurses

8 hospitals in 7 communities:

Albuquerque, Clovis, Española,

Rio Rancho, Ruidoso, Socorro, Tucumcari

36 Presbyterian Medical Group

multispecialty clinics in 10 communities:

Albuquerque, Belen, Capitan, Clovis,

Corona, Española, Los Lunas, Rio Rancho,

Ruidoso, Socorro

10 Patient-Centered Medical Homes

in 4 communities that have received

Level 3 National Committee for

Quality Assurance recognition:

Albuquerque, Rio Rancho, Belen,

Los Lunas

4 hospice programs in 4 communities:

Albuquerque metropolitan area, Clovis,

Socorro, Tucumcari

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C O M M I T T E D T O N E W M E X I C O

Nearly 670,000 customers

More than 417,000 health plan members

7,174 newborns

More than 1.3 million doctor’s office visits

More than 20,000 patients using MyChart on phs.org

More than 12,000 inpatient surgeries

181,167 Emergency Department visits

C O M M I T T E D T O O U R C U S T O M E R S

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Presbyterian is proud to touch so many lives in so many ways. Our integrated approach to healthcare results in consistent quality and leads to exceptional experiences for our patients and members.

Presbyterian is owned by the communities we serve and governed and guided by community leaders who volunteer to serve on our boards of directors. These individuals donate their time, energy and expertise. We thank them for their commitment to their communities and to Presbyterian’s purpose, vision, strategy and goals.

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Presbyterian exists to improve the health of the patients, members and communities we serve.

Visit phs.org to learn more