NOVEMBER/DECEMBER 2011 Vol. 8 // Issue 6...november/december 2011. vol. 8 // issue 6. new guest services dept. page 6 | my story. page 8 | women’s health conference. page 11 plus:

SHARPA MAGAZINE FOR THE STAFF, PHYSICIANS AND VOLUNTEERS OF SHARP HEALTHCARE

N O V E M B E R / D E C E M B E R 2 0 1 1 Vol. 8 // Issue 6

NEW GUEST SERVICES DEPT. PAGE 6 | MY STORY PAGE 8 | WOMEN’S HEALTH CONFERENCE PAGE 11

PLUS: ICD-10 PROGRAM, THE ART OF NOURISHMENT, PATIENT NAVIGATOR PROGRAM, SHARING GOODNESS AND MORE

2011 Support Services Issue

TOUCHING PATIENTS’ LIVES BY ROBYN CARTER

Touching Patients’ Lives 1

Introducing the New Guest Services Department News From Sharp Grossmont Hospital 6

The Art of Nourishment News From Sharp Metropolitan Medical Campus 7

My Story: Strengthening Relationships with Patients News From Sharp Coronado Hospital 8

From Survivor to Supporter: Breast Cancer Patient Finds Purpose in Navigator Program News From Sharp Chula Vista Medical Center 9

Decoding Sharp Rees-Stealy News From Sharp Rees-Stealy Medical Centers 10

High Turnout Expected at 2011 Women’s Health Conference News From System Offices 1 1

Sharing Goodness News From The Sharp Experience 12

The Faces of Sharp Employee Features From Across the System 13

Employees of the Month Back Cover

SHARP

On the Cover: Alyson Merz, Maternity Aide, Sharp Chula Vista Medical Center, helps provide patient Ibisay Muchewa and baby Zoe with a great patient experience.Photo: Carol Sonstein

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Contributing Editors Janet Clancy, Amy Cline, Mackenzie Collins, Twyla Cox, Jacki Eidson, Debbie Fix, Laura Fox, Rona Garcia, Bruce Hartman, Kathy Hutchens, Lynn Kelly, Melissa Minjarez, Christina Page, Nicole Quiroz, Harriet Sangrey, Hillary Schuler-Jones, Lynn Swenberger

Contributing Photographers Tim Mantoani, Carol Sonstein

Design and Layout viadesign

Please send all correspondence, whether compliment, criticism or idea, to Tom Hanscom or Robyn Carter.

editors boxEditor-in-Chief Tom Hanscom 858-499-4976 [email protected]

EditorRobyn Carter858-499-4112 [email protected]

Managing Editor Erica Carlson

Copy Editor Vicki Gibbs

CONTINUED ON PAGE 2

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Caregivers come in many different forms: They

may wear a service uniform or work from a cubicle,

but they are involved in patient care nonetheless.

Many support services employees and volunteers

regularly engage with patients and their family

members to touch lives in a lasting way.

* * *

A Welcome Dose of CheerRecovering mothers in the Postpartum Care Unit

at Sharp Chula Vista Medical Center are treated

like VIPs, thanks in large part to maternity aide

volunteers — many of them young students —

who deliver fresh Starbucks coffee, water, juice,

snacks and linens to patients and their families.

“We love having college-age and junior volunteers

on the unit,” said Beverly Codallos, Volunteer

Services Coordinator, who was instrumental in

developing the maternity aide position in October

2010. “A fresh, cheerful face can mean a lot to an

exhausted new mom and her family.”

Nurses also appreciate having the maternity aides’ help,

which enables them to dedicate more time to other

important tasks, such as keeping charts up to date,

lactation education and baby care education, said Lisa

Golden, Manager, Volunteer Services, Sharp Chula Vista.

Since the inception of the maternity aide position,

patient satisfaction scores shot up to 99 percent for

three months in a row, added Blanca Placides-

Ayana, R.N., M.S.N., Obstetric Acute Clinical

Lead, Sharp Chula Vista.

“We are making a huge difference, which is why the

team won a 2011 C.O.R.E. Award for service,” she said.

Students who work as volunteer maternity aides

also benefit from the experience, said nursing

student Alyson Merz, Maternity Aide.

“It’s great to see how things work at this hospital,” she

said. “You feel like you’re part of something here.”

And, she added, the patients often let her hold

the babies.

“I love that part,” Merz said, smiling.

“A fresh, cheerful face can mean a lot to an exhausted new mom.”

Patient Ibisay Muchewa bonds with her newborn daughter, Zoe, in her room in the postpartum unit at Sharp Chula Vista Medical Center, where volunteer maternity aides help to provide a comforting environment.

A Bittersweet FriendshipWhen Paola Magana, Environmental Services

Worker, Sharp Memorial Hospital, enters a

patient’s room, her intentions go well beyond

changing bed linens and cleaning the bathroom.

“I can tell when patients need someone to talk to,

so I’ll say something like, ‘It’s a beautiful day,

isn’t it?’ It’s enough to let them know I care, and

sometimes they’ll open up,” Magana said.

That’s exactly what happened about a year ago

at the inpatient oncology unit, where Magana,

a single mother, immediately connected with a

leukemia patient, also a single mother.

“Her family wasn’t coming to visit a lot, and she

needed someone to listen to her,” Magana said.

“She was getting sicker, and she needed friends.”

Magana began bringing her daughter, then 2 years

old, to visit the patient after work. The after-hours

visits became a daily ritual after the patient was

moved to the Critical Intensive Care Unit.

“We were very close, like family,” Magana said.

“I didn’t expect to become so close to her. I just try

to put a smile on people’s faces because it makes

them feel better, and it’s rewarding for me.”

The day the patient died, Magana was working at

the hospital, so she was able to say goodbye. She

attended the patient’s funeral, and still keeps in

touch with her family.

“Paola supported this patient out of the kindness

of her heart, not to gain any recognition for it,”

said Carlos Mendez, Director, Environmental Services,

Sharp Metropolitan Medical Campus. “I didn’t even

know she was making these visits until I happened

to see her there one day. She really helped put

things in perspective: She served as a reminder that

patients are at the heart of what we do.”

Calling for CompassionClerical assistants at Sharp Rees-Stealy laboratories

do more than answer patient calls and book labo-

ratory appointments: They connect with patients

to determine their specific needs, and make it a

priority to accommodate them. This is not a simple

task, considering they field an average of more than

100 calls per day, verify doctors’ orders, remind

patients of doctor-required testing, and find

appointment availability at other Sharp Rees-

Stealy sites, if necessary, said Carmen Maldonado,

Laboratory Manager, Sharp Rees-Stealy Downtown.

Patients like the convenience of being able to make an

appointment at the lab, avoid a long wait, and get

in and out quickly, Maldonado said, while they equally

appreciate that the clerical assistants are courteous,

pleasant and accommodating over the phone.

Gloria Cervantes, Clerical Assistant III, Sharp

Rees-Stealy Downtown, recalls several instances

when she or other clerical assistants accommodated

patients who lost their hair due to chemotherapy,

and wanted to book an early morning

appointment to avoid a crowd.

“We always try to accommodate them, and we’re

happy when we’re able to help,” Cervantes said.

Pregnant women who have to go without food

before taking a routine test for diabetes are also

treated with special consideration.

“We make sure to get them the first appointment

in the morning, so they can eat afterwards,” said

Tamara Jeanty, Clerical Assistant III. “We also

have reclining chairs for them, so they’re comfortable

while they’re here. Those little things really do

make a difference for patients.”

‘You are Not Alone’During the admissions process at Sharp Mesa Vista

Hospital, the premier provider of mental health,

chemical dependency and substance abuse

treatment in San Diego County, many patients are

experiencing extreme sadness and stress. Angela

Wahlstrom, Access Services Representative — who

assists patients with admissions and is often their

first point of contact — does everything in her

power to make this difficult time a little bit easier.

“Many of these patients have reached the lowest

points in their lives and are embarrassed. Some

have lost their jobs or their spouses, and they are

shaking, crying, and very nervous,” Wahlstrom

said. “While I can’t provide treatment for them,

I can definitely make them feel at home and

remind them that they are not alone.”

An upbeat person who is quick to smile,

Wahlstrom goes beyond discussing insurance

deductibles and other admissions issues with

patients: She tells them to have a seat, offers a

tissue if they are crying, looks them in the eye and

tells them that things will get better.

All patient access services staff members share

Wahlstrom’s passion for helping patients, she

added.

“These patients really need help,” Wahlstrom said,

“We should all be grateful for places like Sharp

Mesa Vista.”

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TOUCHINGPatients’ Lives CONTINUED FROM PAGE 1

“She served as a reminder

that patients are at the heart of

what we do.”

“We’re happy

when we’re

able to help.”

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“I can make them

feel at home and

remind them that

they are not alone.”

Angela Wahlstrom, Access Services Representative, is often the first point of contact for patients at Sharp Mesa Vista Hospital.

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“I’ve learned to be more kind.”

Novis Naoom, Volunteer, Sharp Grossmont Hospital helps patient Trudy Wheeler out of the ‘Blue Angels’

shuttle in front of the hospital’s main lobby.

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CONTINUED FROM PAGE 2

‘Angels’ Guide the WayPatients and their family members who become

tired, lost or confused trying to find their way

around Sharp Grossmont Hospital, the largest

health care facility in East County, are always

relieved to see volunteers who drive the “Blue

Angel” shuttles.

The volunteers drive the shuttles — three golf

carts and a new hybrid SUV — from 7:30 a.m.

until 4:30 p.m., Monday through Friday, giving

complimentary rides to people who need to get to

doctor’s appointments, visit loved ones, find their

cars, get up a steep hill, and more.

“People talk to me when I’m driving them, and

I hear many life stories: I hear a lot of sad stories,

too,” said retired school bus driver Ellie Kingsbury,

Volunteer, Sharp Grossmont Hospital. “I always

try to make my passengers laugh, if possible.”

Novis Naoom, a pre-med student who also drives

the shuttles, said the experience has taught him to

be more compassionate.

“Many of the people I come in contact with are

very anxious, so I’ve learned to be gentle with

them. I’ve learned to be more kind,” he said.

Naoom speaks Arabic, and said it is gratifying to

assist Iraqi- or Chaldean-Americans — one of

Sharp Grossmont’s largest patient populations —

who are having trouble finding their destinations

due to a language barrier.

“People are so appreciative when I can help them,”

Naoom said. “That makes me feel good.”

Help Is NearbyAt Sharp Coronado Hospital, inpatients who take

important blood-thinning medications to prevent

blood clots after joint replacement surgery have

easy access to a pharmacist, stationed on the

medical/surgical floor.

“I’m right there if patients or their family members

have questions about medications they are taking

after surgery,” said Bridget Olson, Pharmacist, Sharp

Coronado Hospital. “Since I am in close proximity,

the care is more interactive and personal.”

In addition to working closely with patients during

their stay, pharmacists attend total joint replace-

ment clinics to educate patients and their family

members about medications prior to surgery, and

they continue to monitor patients’ blood work and

adjust medication dosages for a four-week period

after discharge.

“We’re very hands-on and personal with patients,”

Olson said. “I see them before their surgery at the

total joint class, so I am a familiar face to them

while they’re here.”

The location of the pharmacist’s station — in the

second-floor physician’s dictation room — also

facilitates improved communication between

pharmacists and physicians.

“Better communication between doctors and

pharmacists will always end up benefitting the

patients,” Olson said. “The whole team works

really well together this way.”

Nurturing New MomsWhen new mothers return home from the hospital

after giving birth, many have questions about

breastfeeding and other issues; questions they

didn’t ask while in the hospital. These patients are

relieved and grateful to receive a post-discharge call

from Dianne Randall, Lactation Educator, Sharp

Mary Birch Hospital for Women & Newborns.

“Some of the moms I call have no support with the

breastfeeding issues they are experiencing,” said

Randall, who makes an average of 15 calls per day

to postpartum patients recently discharged from

Sharp Mary Birch. “Some are in a panicked state,

crying, emotionally exhausted, and afraid they are

doing everything wrong.”

In addition to offering breastfeeding advice, Ran-

dall asks the mothers about their experience in the

hospital, and ensures that they have all the help

they need at home. She will refer them to breast-

feeding support groups available at Sharp Mary

Birch — two of which Randall facilitates — and

inform them of the free lactation education available

at the hospital’s New Beginnings Boutique.

“We want to keep the education and the connection

going after patients leave the hospital,” Randall

said. “They absolutely need help, and we don’t want

them to feel like we’re dropping them after they leave.

Instead, we are maintaining a continuous link.”

Many of the mothers who attend the breastfeeding

support groups form lasting friendships, and

continue to attend even after their babies’ first

birthdays, Randall said.

* * *

Nurses, affiliated doctors and therapists certainly

are not the only Sharp team members who care for

patients: Support Services staff members through-

out Sharp — from clerical assistants to access

service representatives — are living proof

that everyone in the organization can make a

significant difference in the lives of patients and

their families. ES

“ The care is more

interactive and personal .”

“We want to keep the connection going after

patients leave.”

6 Sharp Grossmont Hospital

INTRODUCING THE NEW GUEST SERVICES DEPARTMENT BY NICOLE QUIROZ

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Customer service comparable to a high-end hotel is

now available at Sharp Grossmont Hospital, thanks

to the newly created Guest Services department.

The new department was rolled out in July 2011

to enhance the visitor experience at the hospital

and make better connections with patients and

their families. Sandy Pugliese, Manager, Guest

Services, says that the re-branded Front Desk area

provides the means by which her five-person staff

can contribute to the patient care experience.

“We want to go above and beyond expectations

and fulfill those requests that are also out-of-the-

ordinary,” explained Jose Codallos, Supervisor,

Guest Services. “Our goal is to do our very best to

make guests and patients happy.”

Some of these special requests include writing

thoughtful letters on behalf of family members

who are located across the country to their loved

one in the hospital, staying on the phone with

frustrated guests and creating photo flower cards

for patients in the Intensive Care Unit.

Guest Services also offers services to help patients

and family members pass the time in comfort,

providing them with NookTM e-readers, cell phone

docking stations and chargers, and more. One of

the more exciting high-tech amenities being

offered is iPod touches, where patients can do

video conferencing with loved ones, listen to

music, play games and watch movies.

Although some of these enhancements are subtle,

Codallos says it’s all about the little touch of home

that make a patient’s stay at the hospital more

comfortable.

“People are in the hospital at possibly the most

vulnerable time in their lives,” said Codallos. “We

want to give them some of the comforts of home,

such as music they like or a movie, which will lift

their spirits. In other words, we want to provide

The Sharp Experience.” ES

Sharp Grossmont Hospital’s new Guest Services Department shows off some of the hospital’s newest amenities, including the Nook e-reader and the iPod Touch. From left to right: Yesenia Granero, Nicole Pearson, Jose Codallos, Samantha Shelton and Steve Sandoval.

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es SEASIDE FINE DINING CHEFS COOK HEALTHY IN EAST COUNTY Acclaimed chefs from one of San Diego’s most prominent restaurants, The Marine Room, will be cooking up recipes that feature cancer-fighting super foods. Executive Chef Bernard Guillas and Chef de Cuisine Ron Oliver will team up with Candy Cumming, Registered Dietician, Sharp HealthCare, for a free healthy cooking demonstration on Tuesday, Dec. 13. Guests will be able to sample some of the chefs’ recipes, learn cooking techniques and gain health tips. Attendees will also get a chance to win a copy of the chef’s award-winning cookbook, Flying Pans: Two Chefs One World. To register, call 1-800-82-SHARP (1-800-827-4277) or visit sharp.com/grossmont.

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Miguel A. Chavez has traveled the world creating

beautiful paintings and murals that have won him

awards in many countries, including Canada, the

United States, England, Mexico, Guatemala and

his home country, Argentina. After settling in

San Diego, Chavez took a job at Sharp Memorial

Hospital as a Patient Service Attendant, delivering

meals to patients by day and painting by night.

When Lori Wells, Vice President of Clinical

Support, Sharp Memorial Hospital, became aware

of Chavez’s artistic talents, she commissioned him

to create original artwork to adorn the walls of the

Sharp Memorial Cafeteria.

Since healthy food is an important component of

the healing process of all patients, Chavez created

“The Art of Nourishment” — a series of 11 original

oil paintings that showcase the healing power of

food. Chavez’s work with food at Sharp Memorial

now goes full circle, from the patients’ plates to the

colorful paintings that brighten up the cafeteria.

“Miguel brings a passion to his artwork that is

also evidenced every day when he delivers meals to

our patients,” said Al Jimenez, Director of Food

Services, Sharp Memorial Hospital. “We’re proud

to have his paintings displayed in the cafeteria for

everyone to enjoy.” ES

Sharp Metropolitan Medical Campus 7

THE ART OF NOURISHMENT BY AMY CLINE

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SHARP MEMORIAL HOSPITAL ACQUIRES NEW IMAGING TECHNOLOGY The Sharp Memorial Hospital Radiology Department recently acquired the Symbia TruePointTM SPECT-CT system from Siemens Medical Solutions. The increased image clarity of this new technology allows physicians to obtain more detailed information about the location, size, nature and extent of the disease. More accurate diagnostic information will enable physicians to plan treatment more effectively, avoid unnecessary invasive surgery and reduce the risks of necessary surgery. As a result, physicians can better individualize their clinical decision-making and ultimately achieve better outcomes for patients.

experiencevibes

Photo Courtesy of Siemens

Miguel A. Chavez, Patient Service Attendant, Sharp Memorial Hospital, was commissioned to create 11 original oil paintings to adorn the walls of the hospital’s cafeteria.

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It is said that

everyone has a story.

In health care, that

tale is often told

through charts, pre-

scriptions, X-rays and

medical histories; but

the team at Sharp

Coronado Hospital

has introduced a new

tool, My Story, to help

caregivers find out what

patients value most.

The idea came to life

earlier this year when a

resident at Villa Coronado,

Sharp Coronado’s skilled

nursing facility, began

talking to a nurse about

her childhood passion for

softball during a routine

mobility exercise.

“She told the caregiver that she had played as a

girl, and she wished she could watch the children

play at the field across the street [at Tidelands

Park],” said Nancy Lee, Chief Nursing Officer and

Experience Champion, Sharp Coronado Hospital.

“In that one simple conversation we discovered

how to create an unforgettable experience for her,

and that’s when the light bulb went on for us.”

Staff members started taking the resident to games,

and Lee started brainstorming how her team could

connect with other patients in similar ways. She

found her answer in My Story, a printed piece that

encourages caregivers to ask questions that might

otherwise go unanswered.

After being admitted, each patient

(or one of their family members)

meets with a volunteer to fill out a

poster with information like, “My

favorite foods are…, “I enjoy the

aroma of…” and “I’m happiest

when…” Patients can add their

favorite photos or drawings, and the

entire creation gets posted on the

wall above their bed. Every caregiver

who interacts with that patient has

an instant view of the things that

person values most.

“When folks come to us, we know a

lot about them physically, because of

the diagnostic testing and assessments

we do, but we don’t always know

much about them as people,”

Lee said. “My Story gives us an

opportunity to learn who they are,

what is important to them and what

they are passionate about.”

Lee said that My Story is just one of multiple tools

and resources the hospital is using to provide

extraordinary care to patients.

“Our goal with My Story, as with every program

we put in place at Sharp Coronado, is to

personalize and humanize health care for patients,”

Lee said. “That’s how we provide The Sharp

Experience.” ES

MY STORY: STRENGTHENING RELATIONSHIPS WITH PATIENTSBY HILLARY SCHULER-JONES

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es CELEBRATING PATIENT-CENTERED CARE AT THE PLANETREE EXPO As a Planetree Designated Hospital, Sharp Coronado is nationally recognized for its commitment to patient-centered care. To highlight the special elements that helped the hospital achieve and maintain its designation, the leadership team held a Planetree Expo for staff that included massages, aromatherapy, Healing Touch sessions, acupuncture workshops and blessings from the Spiritual Care department — all services that are available to patients every day. The event also featured a tea ceremony, a thank-you card station and meditation classes.

8 Sharp Coronado Hospital

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“ Our goal is to personal ize and humanize health care for pat ients.”

My Story helps caregivers learn more personal details about patients’ lives.

Julia Jaramillo felt many things when she was told

she had breast cancer, but more than anything, she

felt alone. Just 39 years old when she was

diagnosed, Jaramillo was a newly single mother of

two young sons and the owner of a struggling

business when she received the news.

“It felt like too much to handle, but I knew I had

to be strong,” Jaramillo said.

Jaramillo began treatment, which included surgery

and chemotherapy, at Sharp Chula Vista Medical

Center and started attending the hospital’s breast

cancer support group, where she found the

strength that carried her through the hardest times

of her ordeal with the disease.

On the day her cancer was declared in remission,

Jaramillo had never been happier, but she knew

her work with the disease wasn’t over: With her

work hours cut in half, Jaramillo decided to

become a volunteer breast cancer patient navigator

in Sharp Chula Vista’s Radiation Therapy

Department, a position created through a

partnership between the department and the

hospital Auxiliary.

“It’s a whole new, scary world for patients to come

into a hospital and face this battery of tests,

treatments and words they’ve never heard before,”

said Lisa Golden, Volunteer Services Manager,

Sharp Chula Vista. “Now they walk through the

front door and have a tangible, real human

connection and that puts them at ease.”

Jaramillo is one of two volunteer breast cancer

patient navigators, an add-on to the hospital’s Breast

Cancer Patient Navigator Program, which provides

personalized information and guidance for patients

and their families. Wearing the same big smile she

wore throughout treatment and with her hair beginning

to grow back, Jaramillo, now 41, visits the hospital

twice a week to help breast cancer patients fill out

paperwork, answer questions and listen to them.

“I understand them because I went through that

process,” Jaramillo said. “I try to tell them that we

have a support system here. We are not alone.” ES

MY STORY: STRENGTHENING RELATIONSHIPS WITH PATIENTS

FAREWELL TO A FURRY FRIEND Sharp Chula Vista Medical Center employees said farewell to a special member of the hospital’s pet therapy family — Dakota — in September. Dakota, who succumbed to bone cancer, visited patients at Sharp Chula Vista every week for more than five years. Along with his owner, Sharon Ussery, he made visits to every floor of the hospital, as well as the Emergency Department, Birch Patrick Convalescent Center and Intensive Care Unit. Dakota will be remembered for the smiles he put on the faces of everyone he met.

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FROM SURVIVOR TO SUPPORTER: BREAST CANCER PATIENT FINDS PURPOSE IN NAVIGATOR PROGRAM

BY LAURA FOX

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Julia Jaramillo, a breast cancer survivor, volunteers as a breast cancer patient navigator in Sharp Chula Vista Medical Center’s Radiation Therapy Department.

Sharp Chula Vista Medical Center 9

Jul ia Jaramil lo v is i ts

the hospital twice a

week to help breast

cancer pat ients.

Sharp Rees-Stealy’s Regulatory Compliance

Department is hard at work improving the way the

organization cares for its patients with the

implementation of a new federally mandated

coding program — the International Classification

of Disease (ICD), version 10.

The ICD-10 is a medical classification list for the

coding of diseases, conditions, signs and symptoms

that consists of more than 60,000 alpha-numeric

codes. In the previous version, commonly referred

to as ICD-9, there were only 14,000 codes. The ICD-

10 codes will be used by doctors to more specifically

describe the conditions being diagnosed. The benefit

of this update is that it gives Sharp Rees-Stealy doctors

and staff more specificity for the measuring of qual-

ity, safety and efficacy of care and more viability in

tracking public health risks by insurance companies.

“The implementation of the program will not only

affect the way we diagnose patients, but will

streamline the accounting processes and improve

payment system accuracy with the additional

information that will be provided,” explained

Maria Simas, Business Service Manager, Sharp

Rees-Stealy Regulatory Compliance.

The upgrade to version 10 is not without its

challenges. A significant amount of training will

be necessary since the number of diagnoses has

increased dramatically.

“Training will be conducted for all doctors and

staff members who work directly with ICD-10,”

explained Monica Gamboa, Coding and Compli-

ance Manager, Sharp Rees-Stealy Regulatory

Compliance.

A team, including Simas and Gamboa, are

preparing far in advance to ensure a smooth

transition for all those impacted.

“There is a multidisciplinary, cross-entity steering

committee which oversees the implementation

of ICD-10 across Sharp HealthCare, working

to ensure the system works correctly and that

the doctors and staff are ready for the new

technology,” Simas added. ES

DECODING SHARP REES-STEALY BY MACKENZIE COLLINS

10 Sharp Rees-Stealy Medical Centers

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STAFF SAVES THE DAY WITH A NEW EVACUATION TOOLAt 3:38 p.m. on Sept. 8, Sharp Rees-Stealy and about 1.4 million San Diego and Orange County residents encountered numerous challenges when a massive power outage occurred — leaving many to cope with the sudden loss of energy for more than 15 hours. For the Amputee Support Group meeting on the third floor of Sharp Rees-Stealy Down-town, the challenge to get the meeting attendees out of the building safely was made a little easier with a new piece of equipment — the Stryker Evacuation Chair. The chair has tracks that allow for easy evacuation down a stairwell by a single operator. Lisa Kojima, R.N., Patient Care Supervisor, and Sylvia Rudd, Medical Assistant, safely transported all the amputee patients down three flights of stairs using the chair, which was just installed six months ago. Kojima and Rudd said they were very thankful for the purchase of the Stryker Evacuation Chair and its usefulness in getting everyone out of the building safely.

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Doctors can be more specific when reporting a patient’s condition with the new ICD-10 coding system.

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“ Training will be conducted

for all doctors and staff

members who work

directly with ICD-10.”

GOING GREEN WITH HIGH-TECH CONFERENCING Traveling to off-site meetings and business conferences, whether they are 10 miles away or in another state, can be costly and damaging to the environment. This is why an increasing number of Sharp employees are taking advantage of Video/Telephone conferencing (VTC). Information Services Department Entity Coordinators are available at each entity to consult with employees and facilitate a variety of remote connections — desk-to-desk, room-to-room, or desk-to-room — with the latest in VTC technology. For more information about VTC, contact an Entity Coordinator or call the Technical Assistance Center (TAC) at 858-627-5000.

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HIGH TURNOUT EXPECTED AT 2011 WOMEN’S HEALTH CONFERENCE

BY ROBYN CARTER

experiencepulseJanuary/February Question: Why do you give to Sharp HealthCare?

1) To honor a family member2) To honor a friend3) I’m passionate about a

particular service4) I believe in Sharp’s mission5) Other

What’s your response? Respond to the Experience Sharp poll when posted on the SharpNET home page (http://sharpnet). Results will appear in the January/February issue.

November/December Question:

Which support service do you most rely on?

30% Technical Assistance Center

23% Unit Clerks

8% Environmental Services

27% Security

12% Other

TINA BIRD Women’s Education Lead, Sharp Mary Birch Hospital for Women & Newborns

12%

23%

30%

27%

8%

Answer: Other; Room Scheduling

“ We teach childbirth preparation classes seven days a week so our department depends completely on Room Scheduling to ensure we have classrooms in which to teach. We often have last-minute changes and Room Scheduling communi-cates this information in a timely manner so we don’t have any disruptions to scheduled classes.”

After more than two decades of providing quality

health education events for women, Sharp HealthCare

is once again hosting Speaking of Women’s Health, an

exciting, inspirational, one-day conference where

women of all ages from San Diego’s diverse commu-

nities can learn about today’s important health issues.

Conference planners from Sharp’s Strategic Events

department are expecting 850 women to attend

this year’s big event, which will feature dynamic

keynote speakers, informative sessions on health

and fitness, free health screenings and assessments,

Ask-the-Doctor and Ask-the-Pharmacist sessions,

exhibits, a continental breakfast, a three-course

luncheon, and a gift bag filled with fabulous goodies.

“This is an event where you will not only be educated

about women’s health issues, but you will be enter-

tained and inspired,” said Lara Phillips, Manager

of Partnerships and Strategic Events. “Every year,

women have so much fun at this event as they connect

with each other and re-connect with themselves.”

By providing practical and

dependable information in a

stimulating and entertaining

environment, the event is

designed to encourage and

empower women to focus on

themselves, and make lifestyle

changes that will improve

the health and the well-being

of themselves and their

families, Phillips added.

Speakers at this year’s confer-

ence will include motivational

speaker Tami Evans, M.F.A., author and former

broadcaster Christine Cashen, M.A.Ed., and radio

personality Laura Cain. Evans will discuss her

“Travel Guide for Life’s Great Adventure,” giving tips

on making the most of personal journeys, Cashen

will explain “How to Get What You Want With

What You’ve Got,” and Cain will share her story of

addiction and recovery, offering strength and hope.

The event is scheduled for 7 a.m. to 4 p.m., Saturday,

Nov. 19 at the Sheraton San Diego Hotel & Marina

(Harbor Island). Attendees are asked to bring

canned goods for Sharp’s Thanksgiving food drive.

Items will be donated to San Diego Food Bank.

For more information, call 1-800-82-SHARP

(1-800-827-4277) Monday through Friday, 8 a.m.

to 6 p.m. To purchase tickets, visit www.sharp.

com/ womensevent.

Visit www.speakingofwomenshealth.com to learn

more about the Speaking of Women’s Health

national program. ES

Women enjoy the Zumba dance break at the 2010 Speaking of Women’s Health Conference.

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Over the last few months, team members have

been sharing goodness far and wide with the

brown bags they received as part of their invitation

to the 11th Annual All-Staff Assembly. Thousands

of employees decided to make a positive difference

for someone else — from providing a care package

to someone in need to giving messages of

encouragement to patients and guests.

As Mike Murphy, President and CEO, Sharp

HealthCare, mentioned at the 11th Annual All-

Staff Assembly, not every idea fits perfectly into a

small brown bag, however. Mr. Murphy then

shared the following story:

As Christina Jordan, Director of Stewardship, was

leaving her office recently, she saw a young man

who appeared to be lost.

“I left Spectrum at 5 p.m. — already late to pick

up my boys from daycare — when a young man

drove up in his small family car looking a little

worried,” Jordan said. “My co-worker, Liz, and I

both noticed two brand new car seats perfectly and

squarely placed in the back seat.”

The man was lost and needed direction to Sharp

Mary Birch Hospital for Women & Newborns to

be there for the birth of his twins.

“I quickly offered to escort him to Sharp Mary

Birch and saw a huge sigh of relief. He followed

me all the way to a parking space, and then I

escorted him to the front lobby. Our compassionate

concierge team took over from there,” Jordan added.

This story is confirmation that every individual at

Sharp can have an impact on the health and wellness

of patients and guests. Some team members don’t have

a direct line to the patient, but all fulfill an impor-

tant role in the experience patients have every day.

“When I left, I gave him a hug and told him to enjoy

his new twins. He called me a few days later to let me

know he made it to see the birth, and thanked me

for going out of my way,” Jordan said. “It makes

me feel great to know that I shared goodness and

made a difference for a patient.”

Like Jordan, everyone at Sharp is a caregiver —

from Support Services to employees who provide

direct patient care — and it is up to each team

member to extend the spirit of The Sharp

Experience every day. ES

1 2 The Sharp Experience

expe

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“ Never doubt that a small group of thoughtful, committed citizens can change the world. Indeed, it is the only thing that ever has.”

– Margaret Mead, cultural anthropologist and writer

THE 2011 SHARP EXPERIENCEALL-STAFF ASSEMBLY

We believe health care

should be personal.

Newborn twins Brianna and Ian KronenbitterPhoto: Brandon Kronenbitter

WHEN CUSTOMER CARE IS A PASSION, THERE’S NO BETTER PLACE TO BE Helping people — that’s why the Sharp Health Plan Customer Care team is here. Whether it’s answering a question about referrals or explaining benefits, it’s about putting members at ease and providing The Sharp Experience — no matter what the situation. “What I like best about working at Sharp is having the opportunity to make an instant positive impact in a member’s life,” says Kenneth Johnson, Training and Quality Coordinator of the Customer Care Call Center. Based in San Diego, the Customer Care team helps hundreds of valued members each day, working closely with other Plan departments and physician offices to help members receive a quality health care experience.

Employee Feature 13

THE FACES OF SHARP:

EXEMPLARY EMPLOYEE, MOTHER AND HULA DANCER } L U C R E C I A R A G U R O| BY HILLARY SCHULER-JONES

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LEFT: Lucrecia Raguro, Patient Access Services Repre-sentative, Sharp Coronado Hospital, was a competitive hula dancer as a child. RIGHT: Lucrecia Raguro enjoys a recent camping trip with her husband and three sons.

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ROAMERS TAKE THE HASSLE OUT OF VACCINATIONS Instead of the inconvenience of making an appointment or driving to a public clinic to get vaccinated for the flu, Sharp employees can let the vaccine come to them. Flu vaccine roamers — licensed nurses — will make rounds at every Sharp entity throughout the 2011 flu season. Employees who receive the vaccine are automatically entered into a weekly drawing for free movie tickets. The flu vaccine is essential for maintaining good health and preventing the spread of flu to vulnerable populations such as newborns, pregnant women and the elderly. And, despite some misconceptions, it is impossible to get the flu from a vaccine. The deadline for getting the shot or filing a flu vaccine declination form is Dec. 15. For more information about the flu vaccine, and for a vaccine schedule for each Sharp entity, visit SharpNET and click on the “flu” link.

During her eight-year career at Sharp HealthCare,

Lucrecia Raguro, Patient Access Services Represen-

tative, Sharp Coronado Hospital, has earned a stellar

reputation for her ability to communicate with patients

and her willingness to go the extra mile for coworkers.

However, Raguro has a few hidden talents that her

colleagues may not have discovered yet.

“From the age of 3 or 4 through high school, I

took gymnastics, hula, Tahitian and tap dancing

classes,” Raguro said.

A San Diego native, she spent her adolescent years

traveling to hula competitions and performing at

local events with her two sisters. She has even taken

the stage at the Del Mar Fair on numerous occasions.

Today, she is more likely to be seen in a baseball cap

than a grass skirt: She and her husband are active Little

League volunteers, taking on coaching duties and team

management for their three sons, ages 9, 8 and 6.

“We are very family oriented, and we like spending

time together whenever we can,” she said.

When they aren’t at the baseball diamond,

Raguro’s family enjoys visiting relatives in San

Diego and going camping. Some of their favorite

excursions have been to the redwoods in Northern

California and to Lake Tahoe, and she dreams of

international travel in the future.

“My husband and I would love to take our kids to

the Philippines,” she said. “That’s where our families

are from, so we’d like to expose them to the culture.”

Raguro’s dedication to her family is exceptional,

and she applies the same level of commitment to

her role in Patient Access Services, where she col-

laborates with patients, physicians and nurses to

collect data, record billing information and ensure

a smooth flow of communication between all parties

at the hospital. She was recognized for her hard

work in September 2010 when she was named

Sharp Coronado’s Employee of the Month.

As she continues to raise her boys, attend baseball

games, organize family trips and earn distinctions

at work, Raguro is also taking classes through

Indiana State University to complete her bachelor’s

degree in nursing.

But one never knows when she might make time

to perform the hula again. ES

Editor’s note: Lucrecia Raguro recently accepted a new

position as an enrollment specialist at Sharp Health Plan.

LEWELYN ABELON-PASCASIONursing Unit ClerkMedical Intensive Care UnitSharp Chula Vista Medical CenterIn addition to being Sharp Chula Vista’s Employee of the Month, Lewelyn was named by her team to be the first ICU Employee of the Month in November 2010.

PACITA GUILLERMONursing Assistant Medical/Surgical UnitSharp Coronado HospitalPacita loves to spend time in her garden when she’s not at work, and Hawaii is her favorite place to visit.

DWIGHT RODRIGUEZShop Lead PainterEngineering Sharp Memorial HospitalDwight won first place at the 2011 San Diego County Fair with a two-story doll house he built. Complete with kitchen and bath, he made all of the house’s furniture and fixtures.

ALFREDO ALMEDACharge TechnicianSupply Chain ServicesSharp Memorial HospitalAl has never missed a day of church! If it isn’t Wednesday or Sunday, he’ll likely be riding bikes with his wife and son.

LARYNDA JONES, R.N.Clinical SupervisorSharp Home CareLarynda and her husband are starting a new venture and opening a business together.

ANISSA SHARMAPatient Access Service RepresentativeWomen’s ImagingSharp Memorial Outpatient PavilionWith seven brothers and one sister, holidays are all about family for Anissa. Fortunately, they all live in San Diego, so there’s no out-of-town holiday travel to plan.

VICTOR ARANDALift Team TechnicianPatient TransportSharp Chula Vista Medical CenterVictor enjoys watching his three children play soccer, and he occasionally plays with them.

KIM KUMORAdministrative AssistantInformation Services Department System ServicesKim loves to experiment in the kitchen, cooking new meals with her daughters, ages 6 and 10.

TRENA STEWARDAccount Analyst IIISharp Home CareTrena enjoys singing and dancing in her band, Makai. She can also be found at local casinos launching her new band, Ultra.

REBECCA DEAL Computer Tomography TechnologistImagingSharp Memorial Outpatient PavilionRebecca didn’t stray far from her childhood roots. She attended Kearny High and Mesa College and still lives two miles from campus.

EMILY PARKERLead Sterile Processing and Distribution TechnicianSupply DistributionSharp Grossmont HospitalWhen she’s not working at the hospital, Emily can be seen around town as a real estate agent.

TRACEY TAKEUCHIPhysical Therapist IIRehabilitation Services Sharp Grossmont HospitalTracey loves to take her kids hiking.

JACLYN FRALEY, R.N.Clinical NurseLabor and DeliverySharp Mary Birch HospitalJaclyn loves to cook, bake, eat and bike. The biking makes up for the cooking, baking and eating.

ARLENE PIZANO-SIEGRISTAdministrative AssistantAdministrationSharp Chula Vista Medical CenterArlene and her husband, Bill, enjoy “healthy” happy hour every Friday after work: They go cycling together.

SUSAN WILLIAMS, R.N.Clinical NurseEast Wing IISharp Mesa Vista HospitalSusan is off to a silent retreat for her birthday. She will incorporate “the progression of silence into mindfulness” for patient therapy.

MCKINSEY FRYE, R.N.Clinical NurseLabor and Delivery Sharp Mary Birch HospitalMcKinsey caught a 20” trout after having not fished for five years: She must have inherited the gene from her family of avid fishermen.

CHERYL PORTER, R.N.Utilization Review/ Quality Assurance AnalystSharp Home CareCheryl enjoys caring for her “big pet,” a 37-year-old Mustang horse she’s had for 28 years. With arthritis and advanced age, this geriatric equine lives the good life.

JANET WHELAN, R.N.Clinical NursePre-anesthesia Admission Evaluation ServiceSharp Coronado HospitalJanet spends her time kayaking with her husband, walking on the beach and collecting sea glass and shells.

ALFIE FULLENRegistered DieticianFood and Nutrition ServicesSharp Mesa Vista HospitalAlfie was honored by San Diego State University faculty in 2009 as the Outstanding Foods and Nutrition Graduate in the College of Professional Studies and Fine Arts.

RACHEL REIDAdministrative AssistantSharp HospiceCareRachel likes to write and sing gospel music, and her performances have been featured on television and radio.

ANDREW YEUNGSystem Consultant PharmacistPharmacySharp Chula Vista Medical CenterAndrew exercises so he can eat more of the foods he loves.

EMPLOYEES OF THE MONTH

Recognize a deserving individual by nominating him or her for Employee of the Month. Nomination forms are available on SharpNET by selecting “E” for “Employee of the Month Form.”