Tim's Take: - Cone Health

JULY 2012

You – and generations of employees andleaders at Cone Health – have always had onekey priority: providing exceptional care tothose in our community who need it most. Inreturn, we have been grateful to receivetremendous support from residents inGreensboro and the surrounding area. As aresult, our network of five hospitals and morethan 100 healthcare sites is privileged now tobe in a position of strength at a time whenmany health systems are struggling.

It is important for us to build on that strength and tradition toensure our continued success in this rapidly changing healthcareenvironment. That means we must continue to take athoughtful, forward-looking approach.

Our recently announced management services agreement withCarolinas HealthCare in Charlotte is the best way to do that.Here’s why:

As I have shared in my e-mails and conversations with manyof you over the last several weeks, the relationship with CarolinasHealthCare will offer us access to a broader range and higherlevel of cost-effective services, including best practices, healthcare

management expertsand innovative qualityteams. At the sametime, we will share thegreat work we aredoing here with teamsin Charlotte and theother hospitals thatCarolinas HealthCaremanages.

Cone Health will remain independently governed by our localBoard of Trustees, and our name and identity will not change.While five of our senior leaders – including myself, Terry Akin,President and Chief Operating Officer; Ken Boggs, Executive VicePresident and Chief Financial Officer; Mary Jo Cagle, MD,Executive Vice President and Chief Quality Officer; and TheresaBrodrick, Executive Vice President and Chief Nursing Officer –will become employees of Carolinas HealthCare, we all remainbased in Greensboro and responsible exclusively for ConeHealth. Together with all of you, we will continue to do the verysame work we have done every day, right here in ourcommunity.

Agreement with Carolinas HealthCare will enhance Cone Health’s success

IN THIS ISSUE

continued, page 4

page9

Staff readies forGo Lives onJuly 7.

FOR EMPLOYEES AND VOLUNTEERS OF CONE HEALTH

page 5

New CareLinkambulance hitsthe road.

More information about theagreement with CarolinasHealthCare System is available fromthe intranet home page under theNews You Can Use section. Copiesof the announcement as well asFrequently Asked Questions are alsoavailable for review.

If you have a question, please directit to [email protected].

Questions?

Tim Rice

Tim’s Take:

For more news on what is happeningat Cone Health, go toconehealth.com/employees and usethe links in the section tonavigate to additional content.

Leadership

TIM RICEChief Executive Officer

TERRY AKINPresident and Chief Operating Officer

CHUCK WALLINGTONVice President, Marketing

DEBORAH HUMPHREYDirector of Communications, Marketing

Editor

TOMMYE MORRISONInternal Communications Manager

Contributing Writers

Doug Allred, Annette Ayres, Joseph Dix,LaWanda Forte, Karen Grossman, Kristy Holt,Lauren Honeycutt, Becca Jones, Cheryl Koob,

Dawn Martin, Monette Mabolo and Jane Petrus.

Contributing Photographers

Jo Andrews, Mike Coughlin, LaWanda Forte,Bill Jarrett, Tami Knutson, Monette Mabolo,

Vivian Sheidler and Neil Shoffner.

is published monthly byMarketing, Cone Health, 1200 N. Elm Street,

Greensboro, NC 27401.

We welcome your comments, photographs,story ideas and signed letters to the editor.

Write to [email protected] or call(336) 832-7593.

We serve our communities by preventingillness, restoring health and providingcomfort, through exceptional people

delivering exceptional care.

OurMission

More than 8,600 people make up Cone Health, andthe success of the network depends on the strength ofthese individuals. showcases the strength ofour workforce as we strive to be a national leader in

delivering measurably superior healthcare.

2 JULY 2012

Work continues to finalize the pending merger between Cone Health and AlamanceRegional Medical Center.

The internal review process has been completed and the integration agreementsigned. Attorneys are in discussions with the Federal Trade Commission (FTC)regarding the partnership. Once these discussions are completed, paperwork will befiled with the FTC so the agency can begin its standard 30-day review.

It is anticipated that the necessary approvals will be granted so that the partnershipmay be finalized by late summer and the integration of operations can begin.

Update on partnership betweenCone Health and Alamance Regional

Cone Health’s third outpatient pharmacy opens July 11 at Wesley Long Hospital.The pharmacy is located in the former Wesley Long MRI facility on the east side ofthe campus.

“I am very pleased to improve access to pharmacy services by opening the newlocation,” says Brian Romig, Vice President, Clinical and Support Services. “From thislocation, we will improve employee services and offer additional services to patientsat Wesley Long Hospital and Cone Health Cancer Center.

“Cone Health employees who use the health plan can greatly reduce their copaysby using this facility,” adds Andy Starkey, Pharmacy Site Coordinator, Wesley LongOutpatient Pharmacy.

Starkey says that shortly after the facility opens, it will also begin dispensingmedication to discharged Cone Health patients.

Patients who need oncologydrugs or special medications willbe able to consult withpharmacists at the newoutpatient pharmacy who areknowledgeable about theirspecial needs.

The Wesley Long OutpatientPharmacy will be linked to the outpatient pharmacies at The Moses H. ConeMemorial Hospital and Cone Health MedCenter High Point. Employees and theirdependents can call the Wesley Long Outpatient Pharmacy and let them knowwhere their prescription originated. Pharmacy staff can easily transfer prescriptionsfrom other Cone Health Outpatient Pharmacies electronically.

Employees also may have any of the outpatient pharmacies contact retaillocations to have prescriptions transferred. There is a substantial cost savings toCone Health plan members when using the Cone Health pharmacies.

Outpatient Pharmacy to openat Wesley Long Hospital

Wesley Long Outpatient PharmacyHours of operation:Monday – Friday, 7:30 a.m. – 7:30 p.m.

JULY 2012 3

PAL requirements changefor 2012 and 2013 As the result of requests and suggestions from employees, mandatory PALrequirements for this year and 2013 have been revised.

Because of the implementation of Cone HealthLink during 2012,Human Resources has waived the minimum PAL requirement for full- andpart-time employees. Noel Burt, Executive Vice President and Chief Human Resources Officer,

said the change is being made because many employees will be able to takeless time away from work this year and next year because of PAL “blackoutperiods” and training/relieving co-workers during the implementation ofCone HealthLink.

“While we hope that you will plan for some time off, this approach willgive us each the option to build up our hours, or cash out more hours, dueto this key organizational priority,” Burt said.

The 480-hour maximum rule is unaffected by this change.

• Talking to patients about Cone HealthLink

• Culture changes – Enrollment event for the HealthServices Division; Teamwork retreat forDepartment 4700-Congestive HeartFailure/Telemetry

• Greensboro AHEC continuing education calendar

• Mark your calendars

• Annie Penn Hospital plans $7.7 million renovationproject.

• Annie Penn Hospital gets grant to help Hispanic,homeless people receive healthcare.

• Heart and Vascular Center receives top rating.

Visit conehealth.com/employees for even more newsand photographs about what’s happening at ConeHealth. Featured in our online files for July are:

As part of Cone Health’s focus on our cultural transformation,special celebrations are scheduled in August for every Cone Healthemployee as well as volunteers and physicians.

The 2012 People Excellence Celebrations will be offered in fourhalf-day sessions at the Greensboro Coliseum on:• Tuesday, Aug. 28, from 1 to 5 p.m.• Wednesday, Aug. 29, from 8 a.m. to noon.• Wednesday, Aug. 29, from 1 to 5 p.m.• Thursday, Aug. 30, from 8 a.m. to noon.These events are designed to celebrate employees’ support of the

cultural transformation and to continue to build momentum forthis important journey.

In December 2011, nearly 600 Cone Health leaders attended thePeople Excellence Symposium at the Coliseum complex. In August,

everyone will have theopportunity to attend onesession and get “On theCourt and in the Game” aswe celebrate Cone Health’sVision, Values, and OperatingPrinciples and Practices.

Employees should work with theirsupervisors to find the best possible datesand times to attend this inspirational,informative and fun event. Online registration is available from alink on the intranet home page.

The doors will open one hour prior to the event, and a light snackwill be provided. There will be free parking.

Employees, volunteers andphysicians to participate in 2012People Excellence Celebrations

Code U Online

HR4U

4 JULY 2012

Some of you have asked why the five ofus need to become employees of CarolinasHealthCare and how this arrangement willwork. Let me share some moreinformation about that: Cone Health willpay Carolinas HealthCare to cover the costof our five salaries and benefits, and then,in turn, Carolinas will issue paychecks tothe five of us. Our employment withCarolinas simply ensures that we haveconsistent practices across all Carolinas-managed hospitals and gives us access toCarolinas’ additional resources to supporthealthcare here.

Remember, my colleagues and I remainaccountable to Cone Health’s current andlocal Board of Trustees. There are nochanges in any other employees’ status orreporting relationships and, holding trueto our values, there will be no layoffsbecause of this agreement. Cone Healthremains committed to Greensboro and thesurrounding area and will continue tohonor the trust placed in us each day.

I know that a change like this one canbring questions and even someuncertainty about the future. I want toassure you that our Board of Trustees andI agree this is an incredibly positive andstrategic move for our future. It will helpCone Health continue its current successand also reach our vision to become anational leader in providing the very bestpatient care. Five or 10 years from now, wewill look back on this transition as apivotal step in sustaining the well-being ofCone Health, our patients and ourcommunity.

If you have any questions, please feelfree to talk with your leadership, visit ourintranet or conehealth.com, or [email protected]. I thank youfor all you do every day to care for patientsas we work together to strengthen ConeHealth: The Network for Exceptional Care.

continued from cover

Five or 10 years from now, we will look backon this transition as a pivotal step insustaining the well-being of Cone Health, ourpatients and our community.

– Tim Rice

The Cone Health cultural transformation effort took to thenational stage in May as Terry Akin, President and ChiefOperating Officer, spoke to Fortune 500 executives and othersabout our “Transformational Journey to Top-Tier Performance.”

Akin and five senior leaders from Cone Health participated inthe Insigniam Executive Summit in Philadelphia, sharing howthis effort began, the challenges involved and the very positiveresults we have seen so far in quality and service.

“It was a great experience to be able to share our story, and itwas indeed a proud moment for our team and for Cone Health,”

Akin said. “We truly are seeing incredible outcomes as a direct result of this importantculture work.”

Akin shared how the effort has improved quality of care as well as patient, employeeand physician satisfaction. Highlights thus far include: • Since the culture work began, Cone Health’s patient satisfaction has improved six

times more than the average hospital nationwide.• Employee partnership scores increased to the top 25th percentile nationwide in

2011, marking a three percentage point increase from the prior year.• First-year employee retention increased from 50 percent in 2011 to 73 percent as of

April. During the same time, turnover among all staff decreased to just over 10percent.

• Substantial improvements have been made in important quality markers, includingthe 100 Top Hospitals National Benchmark Study by Thomson-Reuters and Value-Based Purchasing estimates from Press Ganey and the North Carolina HospitalAssociation.Perhaps most importantly, 85 percent of employees who have attended culture

training or workshops say they or others have seen a visible shift in our culture. Ninetypercent of this same group agree that the patient is now everyone’s primary concern.

“Terry painted the picture of how we began this cultural transformation andillustrated our process through the journey,” said Troy Chisolm, President, BehavioralHealth Hospital, who was among the Cone Health leadership attending the conference.

“When you actually take a moment to see all that has been done over the past 2.5years, you realize that we are really transforming healthcare,” Chisolm said. “Ourpanelists did a wonderful job of conveying the inspirational components of thetransformation. I am so proud to have witnessed the impact that our story had onleaders from companies such as Johnson and Johnson, Hershey USA, Nestle, FedEx,Merck and others.”

Akin and the team stressed the efforts to put finances in the background andpatients in the foreground, to emphasize teamwork over top-down leadership, tolisten, and to “get on the court and in the game.”He showed images from ConeHealth’s People Excellence Symposium in December and shared how the networkwould soon offer a similar event for more than 8,600 employees, physicians andvolunteers.

Panelists included: Theresa Brodrick, RN, PhD, Executive Vice President and ChiefNursing Officer; Noel Burt, PhD, Executive Vice President and Chief Human ResourcesOfficer; Mary Jo Cagle, MD, Executive Vice President and Chief Quality Officer; JoanEvans, Vice President, People Development and Chief Learning Officer; and MickeyFoster, President, Annie Penn Hospital.

Insigniam Performance, which sponsored the conference, has provided consultingservices to Cone Health teams, workshops and breakthrough projects throughout thecultural transformation effort.

Cone Health shares culturework nationally

Terry Akin

JULY 2012 5

Imagine an ambulance that not only takes people to the hospital but protectsthem from crashes and germs while also taking some of the workload off careproviders. Cone Health is the first in North Carolina to put one of these futuristicambulances on the road.

The $400,000 rolling intensive care unit is used by CareLink as it transferscritically ill people between hospitals. The ambulance is the first unit in NorthCarolina to have patient safety airbags in the patient compartment. The fourairbags also are designed to protect the nurse and emergency medical technician(EMT) who typically ride in the back.

The ambulance also protects the patient and crew by attacking germs inside theambulance. Ultraviolet lights in the heating and air system kill bacteria broughtinto the ambulance. Interior surfaces in the patient compartment employ Agionantimicrobial technology which uses silver ions to attack microbes and inhibittheir growth when surfaces are touched.

“This is all about caring for our patients and our staff,” says Terry Register,EMT Lead, CareLink. “CareLink is on the leading edge of technology in specialtycare transport and proving daily that we are ‘Exceptional People, DeliveringExceptional Care.’”

The ambulance is the first in the United States to use the Stryker Power LoadSystem. Once a stretcher is rolled to the back of the truck, a device automaticallylifts and pulls the stretcher into the ambulance. It can be reversed to unload thestretcher. A stretcher, patient and medical equipment can weigh 400 pounds ormore, and a CareLink crew may load and unload as many as 40 patients a day.This new system will reduce the physical demands on the crew.

There is also an environmentally friendly side to the ambulance. The mainengine is an advanced diesel design that lowers nitrous oxide emissions. Theengine can be turned off when the ambulance is parked, thanks to a pair ofgenerators that keep the air conditioning and smaller systems running.

Cone Health puts high-techambulance on the road

Truck 833 is ConeHealth’s newest additionto the CareLink fleet.

Patients will have the latest technologyavailable to them in this ambulance, includinga loading system that will reduce the physicaldemands on the care providers.

Caring forOur Patients

Caring forEach Other

6 JULY 2012

Care of the Caregiver is a new programdesigned to help clinicians who haveexperienced adverse events while caring forpatients.Cheryl Koob, Director, Risk Management,

says experiencing a bad patient outcome can often leavecaregivers feeling stressed and anxious. They often suffer insilence, and that suffering can cause insomnia, nightmares,headaches, anxiety, depression, or lack of focus orconcentration. There also may be feelings of anger, guilt orinadequacy.

“Clinicians may start second guessing themselves and fearimmediate termination,” Koob says. “They are concernedabout their professional reputation among their colleagues,and they may not seek comfort from close family membersbecause of privacy concerns.”

Studies have shown that there are three key messagescaregivers need to hear immediately following an adverseevent:• Their supervisor still has confidence in their clinical skills

and abilities.• Their peers respect and support them.• The caregiver remains a trusted and valued member of

the team.Co-workers can play a major role in supporting the

caregiver who is suffering by being there – practicing activelistening skills and allowing the caregiver to share his or herstory. “Offer support as you deem appropriate,” Koob says.

She also encourages co-workers to share their experiences

with bad patientoutcomes because“war stories” can bepowerful. Shesuggests checking onthe caregiverregularly andavoidingcondemnationwithout knowing thestory. “It could havebeen you,” Koobnotes.

Co-workers –whether in a supervisory position or not – are encouraged tocontact the Care of the Caregiver program and providecontact information for the individual who is suffering.

A support team member will make contact with thecaregiver and, in a non-judgmental and non-intrusive way,allow the individual to talk about his or her feelings andprovide support.

“We assure confidentiality,” Koob says. “The process is non-punitive, and the interaction does not go into the employee’srecord. It also is not discussed with department directors orsupervisors. It is between the support team member and theemployee.”

This program does not replace referrals to the EmployeeAssistance Programs as needed.

New program supportscaregivers Start a

conversationTo encourage conversations withcaregivers who are suffering, usethese key phrases:• Are you OK?• I will help you work through this.• You are a good clinician working

in a very complex environment.• I believe in you.• I am glad that we work together.• Please call me if you would like to

talk about it again.• I am here if you want to talk.

Caring forEach Other

Notify the Care of the Caregiver program by:

• Paging 319-3635.

• Calling the voice mailbox 832-0012 and leaving a message.

• Emailing or calling Dennis Campbell II, Executive Director, Quality Excellence Initiative, [email protected] or 832-7659; Bob Hamilton, Director, Spiritual Care andWholeness, at [email protected] or 832-7950; Cheryl Koob, Director, RiskManagement, at [email protected] or 832-7364; or Gayle Mueller, Director, IntensiveCare Unit/Step-down, Wesley Long Hospital, at [email protected] or 832-1849.

Don’t suffer in silence

JULY 2012 7

James Bowman, Supervisor, Security Services, istapping into his years of experience with theState Bureau of Investigation in his new role asa member of the state’s Commission forMental Health, Developmental Disabilities andSubstance Abuse Services.

State Attorney General Roy Cooperrecommended Bowman because of hisexpertise in the field of drug enforcement. Hewill participate in the commission part-time,

in addition to his duties at Annie Penn Hospital, MedCenter HighPoint and MedCenter Kernersville.

Bowman, who retired from the SBI in 2011 with 28 years ofservice, spent the last five years of his career as a special agent incharge of investigations related to legal drugs being used forillegal purposes. Cases he investigated included fraudulentprescriptions or addicted caregivers using medication prescribedfor their patients.

Bowman understands the challenges the state faces because thestatistics tell a tragic story:• North Carolina has consistently been ranked among the top five

in the number of prescription overdoses in the United States.• There are more fatal overdoses from prescription drugs than

from illicit drugs.Bowman previously worked closely with the NC Board of

Nursing and served on an advisory committee for a program tohelp nurses across the state who developed addiction problems.Through that program, nurses who have had their licensessuspended can regain their licenses if they follow a protocol toprove they no longer struggle with addiction.

He is also bringing his controlled substance knowledge back toCone Health where he’s ensuring that the pharmacies and physiciansare aware of the state’s controlled substance reporting system. Thisprogram allows physicians and pharmacies access to the prescriptionhistory of patients before medications are dispensed, ensuringproviders can intervene before drug abuse occurs.

His new three-year appointment is interesting, he says, and achallenge. Part of his role on the Commission is to advise andprovide input on issues related to controlled substances. TheCommission is particularly involved in the control of thesubstances used to create methamphetamine or “meth.”

“We are particularly proud to have a valued staff memberappointed to a statewide role of such significance,” says DonCausey, Director, Security Services. “This shows the incredibleexpertise and experience that we are privileged to have here in ourranks at Cone Health.”

Security supervisorbrings SBI experienceto state commission

Barbara “B”Akins, StaffEducator, Behavioral HealthHospital, received the ChangeAgent Award from OtherVoices, a diversity leadershipinitiative of the GreensboroChamber of Commerce, forher work with “UndoingRacism.”

The award is designed torecognize outstanding service demonstrated byOther Voices Alumni or organizations that positivelyaffect cultural diversity and inclusiveness inGreensboro.

Akins understands the effect of racism firsthand:She was born in Hokkaido, Japan, to a Japanesemother and an African-American father. Thiscreated a passion within Akins regarding culturalsensitivity and competent care for patients or clientsthroughout her career.

Nominated by a graduate of the Other Voicesprogram, Akins was thrilled by the recognition. “Iam honored the City of Greensboro is recognizing15 years of hard work,”Akins says. “I am proud tobe a voice of the community I live in and in thework I do.”

Akins was trained by the creator of the UndoingRacism Community Organizing Workshop, whereshe learned how racism takes different forms –individual, institutional, linguistic and cultural.

She currently serves on Cone Health’s Diversityand Inclusion Breakthrough Project team andknows that incorporating the Undoing Racismprinciples into the Cone Health culture will make adifference. “It’s important that we don’t just focuson how to deal with patients, but that we learn howto deal with each other as human beings and not astitles,”Akins says.

Akins previously worked for Cone Health but leftbecause she was disappointed with the previousemphasis on business instead of the patient. Shereturned in January 2012 because of the new valuesand principles.

“It’s not about the system, it’s about the people.We have to get more people friendly, and this willallow us to provide better service to our patients,”Akins says.

Enhancing diversityby undoing racism

Barbara “B” Akins James Bowman

8 JULY 2012

How can I be a better advocate for Cone HealthLinkwith my co-workers and with patients and theirfamilies?• We can create a positive patient experience through Cone

HealthLink. There will be some short-term challenges duringthe implementation, and our attitude and caring spirit will bekey to creating positive experiences for our patients. If weexpress frustration to our patients and families, it will causemore anxiety for them.

• Focus on how we may manage up the benefits that our newelectronic medical record system provides patients andcaregivers. We are building a better information system forour future – a system that will improve how we communicatewith patients and with each other.

How can I use AIDET as a tool?AIDET (Acknowledge, Introduce, Duration, Explanation, ThankYou) is a communication tool that Cone Health adopted as apractice. This communication approach has been proven toreduce patient anxiety and fear while improving the patientperception of care. Applying it to our Cone HealthLinkimplementation will help staff communicate more effectivelywith patients.

• Acknowledge the patient during the implementation.Patients want to know we are prepared to care for them.Communicate that we have planned extensively for thistransition. The planning was completed in an effort to limitthe amount of disruptions to patient care.

• Introduce yourself to the patient and manage up your skills.This can be helpful when you are describing how you weretrained to use the new Cone HealthLink system: “Ourorganization provided me with extensive training on thesystem. If I encounter any challenges with using it today, wehave support staff who will be available to promptly assist us.”

• Duration. One very key principle of AIDET is setting timeexpectations. Talk about how long a particular process willtake to complete. If we do experience longer wait times,continually update the patient on the expected waiting timebefore the next step of the care process will occur.

• Explanation. Talking points are available online and fromyour leaders about Cone HealthLink to help you explain thenew system to our patients. Always manage up the newsystem and the preparations we made for a smoothtransition.

• Thank the patient. A simple acknowledgement of gratitudewill express our caring for the patient: “Thank you for yourpatience throughout this process.”

What is your best advice for focusing on serviceexcellence – even during times of frustration andstress?During times of frustration and stress, be very intentional aboutyour “on-stage” and “off-stage” presence. Healthcare is achallenging environment, and we experience frustration andstress nearly every day. It is important to know when we canexpress that frustration. Dedicating time and finding a spacethat exists away from our patients allows for “off-stage” venting.After you have expressed the frustration, you can return tobeing “on-stage” with our patients.

Before and during the July 7 Go Live of Cone HealthLink, we expect both excitement and someanxiety as we welcome this new electronic medical record system at Women’s Hospital, AnniePenn Hospital and MedCenter High Point. Chad Brough, Executive Director, Office of Patient Experience, offers these suggestions to help

employees keep patient satisfaction a priority during this transition.

Keep patient satisfaction apriority during Go Live

For more information on how to answer patients’questions about the implementation of Cone HealthLink,go to Code U Online at conehealth.com/employees.

Chad Brough

JULY 2012 9

Training for Go Live at Women’s Hospital continueswith classes and testing.

Regardless of the preparation beforehand, there will be stress asAnnie Penn Hospital, Women’s Hospital and MedCenter HighPoint implement Cone HealthLink on July 7.

What can you do to alleviate some of that stress?

Becca Jones, Wellness Coordinator, advises to keep apositive attitude. “Accept that there are events that youcannot control,” she says. “Be assertive instead of aggressive.Assert your feelings, opinions or beliefs instead of becomingangry, defensive or passive.”

Kiva Elliott, Change Manager, Organizational Development,says it’s a good idea to ask for help when you need it.“There is a whole team of people there ready to help you whenyou have questions or encounter a problem,” she says.

Both are big believers in exercise. “Your body can fightstress better when you are fit,” Jones says. “Physical activityhelps to bump up the production of your brain’s feel-goodneurotransmitters, called endorphins.”

Even if there’s not time for a game of tennis or a five-milerun, there is time to stand and stretch. “Getting thekinks out will make you feel more relaxed,” Elliott adds. “Juststanding up and walking away from your computerperiodically will relax you.”

Coping with stressduring Go Lives

Instead of snacking on calorie-laden foods, eat healthy,well-balanced meals. Your body will appreciate not havingto cope with the sugar highs and lows that occur when you don’teat your fruits and vegetables.

It’s important to get enough rest. Sleep is nature’s way torefresh your brain, so be sure to get a good night’s sleep. Don’tengage in activities before going to bed that could make you tossand turn – like drinking coffee orworrying about what happens atwork tomorrow. Your bodyneeds time to recover fromstressful activities, so try toget in a full eight hours.

Elliott says toincorporate funand laughter intoyour routine. The ConeHealth value Caring for EachOther addresses the importance ofincluding fun in your workday.

ConeHealthLinkgoes live at

Women’s Hospital,Annie Penn Hospitaland MedCenter High

Point on July 7.

Brian Hunt has been named Director, Primary Care, LeBauerHealthCare. He previously worked for Novant Health, wherehe was involved in Epic transitions, patient-centered medicalhome transformations and practice management.

Anthony Rucker has been named Director, Food andEnvironmental Services, Women’s Hospital. He previously wasOperations Manager for Food and Environmental Services.

Management news

Watch for photo coverage of theJuly 7 Go Live in Code U Online -www.conehealth.com/employees.

10 JULY 2012

Leadershi p CouncilCone Health

Tim RiceChief Executive Officer

832-9500

Terry AkinPresident and ChiefOperating Officer

832-7881

Steve AndersonVice President, ConePhysician Network

547-1714

Andy BarrowVice President, FinancialServices

832-7825

Ken BoggsExecutive Vice Presidentand Chief Financial Officer

832-8005

Bill Bowman, MDExecutive Vice President,Medical Affairs

832-3900

Theresa Brodrick,RN, PhDExecutive Vice Presidentand Chief Nursing Officer

832-2770

Noel BurtExecutive Vice President,Administrative Services,and Chief HumanResources Officer

832-3575

Mary Jo Cagle,MDExecutive Vice Presidentand Chief Quality Officer

832-8243

Troy ChisolmPresident, Behavioral HealthHospital

832-9615

Tim ClontzExecutive Vice President,Health Services

832-7695

Joan EvansVice President, PeopleDevelopment, and ChiefLearning Officer

832-8144

Cindy FarrandPresident, Women’sHospital

832-6505

Mickey FosterPresident, Annie PennHospital

951-4582

Shawn Godfrey, RNVice President,Nursing/Patient Services,Behavioral Health Hospital

832-9615

Have a question and don’t know who to ask? Need to direct a patient to management?Here is a listing of Cone Health leadership. Please feel free to clip this and post in your department.

JULY 2012 11

Bob GoldsteinExecutive Vice President,Cone Physician Networkand LeBauer HealthCare

547-1552

Debbie Grant, RNVice President,Nursing/Patient Services,Moses Cone Hospital

832-8858

Debbie Green, RNVice President,Nursing/Patient Services,Annie Penn Hospital

951-4543

Skip HislopVice President,Oncology Services, ConeHealth Cancer Center

832-0820

Steve HorsleyVice President andAssociate ChiefInformation Officer

832-8400

Paul JeffreyPresident, WesleyLong Hospital

832-1400

John JenkinsVice President and ChiefInformation Officer

832-8006

Rich LundyVice President, Heart andVascular Center andImaging Services

832-7951

Anne MacnerVice President, Service LineAdministrator

832-8243

Steve NeorrVice President andExecutive Director, TriadHealthCare Network

547-1891

Sue Pedaline, RN,DNPVice President,Nursing/Patient Services,Women’s Hospital

832-6505

Bill PorterVice President, FundDevelopment

832-9450

Brian RomigVice President, Clinical andSupport Services

832-8170

Jim RoskellyExecutive Vice President,Strategic Development

832-8199

Judy SchanelPresident, Moses ConeHospital, and Executive VicePresident, Cone Health

832-7881

Susan ShumakerPresident, Cone HealthFoundation

832-9555

Annette Smith, RNVice President,Nursing/Patient Services,Wesley Long Hospital

832-0238

Chuck WallingtonVice President, Marketing

832-8131

Long-timechaplain retires

12 JULY 2012

His warm smile and hearty laugh have always made him seem so down to earth,even while he was focused on a heavenly presence.The Rev. Father Carlton O. Morales, Staff Chaplain, The Moses H. Cone Memorial

Hospital, retired at the end of June after nearly 27 years of comforting Cone Healthpatients and families.

Morales, 84, served as a member of the healthcare team, which requires clinicalpastoral education and certification as a hospital chaplain. He visited with patients,provided counseling and supported their spiritual needs.

But his reach always extended beyond a job description. “What we hear from thepatients, the doctors are sometimes not aware of,” he says. Patients sometimes sharetheir serious burdens.

Patients as well as staff have depended on Morales for support and compassion.Tim Rice, Chief Executive Officer, says Morales will be missed. “I get a hug from

Carlton every time I see him, and he always gives me some encouraging comment.When Carlton says, ‘God bless you,’ you REALLY feel blessed! He is such a kind, calmand caring presence for us.”

It is this kindness and his love of people that helped Morales treat all kinds ofpatients and kept him on staff for so long. He has seen painful things. “You supportindividuals who have no resources. You have people who come here with nothing toeat,” he says.

Morales, who is bilingual, also offered support and translation to Spanish-speakingpatients and their families. A native of Jamaica, Morales came to Greensboro in 1966from Panama to work for the Episcopal Diocese of North Carolina at the EpiscopalChurch of the Redeemer. In 1985, he began work for Moses Cone Hospital.Bob Hamilton, Director, Department for Spiritual Care and Wholeness, says, “He

has been well-loved for his wonderful, gentle, loving and generous spirit. He is alsoalways in high demand to interpret and provide spiritual care.”

Morales says his greatest reward has been seeing patients he has prayed for leavethe hospital, knowing they have a life ahead of them.

“To see someone recover after a long illness, you realize there is a supreme being,someone we call God,” he says.

Morales plans to stay busy during retirement by writing a book. He has manystories to tell.

Caring forEach Other

Caring forOur Patients

Carlton Morales’ easygoing nature served him well during years as a chaplain.

Sonia Bell-Spivey, Medical Secretary, ConeHealth Cancer Center, recently completed herBlack Belt certification for the new patientintake process.

Sandra Biggs, Vascular Sonographer, EchoLab, Moses Cone Hospital, recently passed herexam and is now a registered vascularsonographer through the American Registryfor Diagnostic Medical Sonography.

Billy Chung, Cardiac Sonographer, Echo Lab,The Moses H. Cone Memorial Hospital,recently passed his exam and is now aregistered cardiac sonographer through theAmerican Registry for Diagnostic MedicalSonography.

Candace Kanady, Vascular Sonographer,Vascular Lab, Moses Cone Hospital, recentlypassed her exam and is now a registeredvascular sonographer throughCardiovascular Credentialing International.

It’s all about

Tim’s TableTim’s Table, a series of luncheons hosted byTim Rice, Chief Executive Officer, recognizestop-performing employees at each campus inthe Cone Health network.The luncheons provide an opportunity for

Rice to hear employees’ thoughts and ideasto help Cone Health achieve nationalleadership in healthcare.Invited to the June 25 event recognizing

Behavioral Health Hospital employees wereTiffany Cooper, Cook, Dietary Services;Ernest Dalton, Mental HealthTechnician/Nurse Secretary, Inpatient Childand Adolescent Unit; Ann Evans, IntensiveOutpatient Program Counselor, BehavioralHealth Center at Greensboro; Ali Kinlaw,RN, Assessment Services; Valerie Vargas,Executive Secretary, Administration; EddieWhite, Group Leader, EnvironmentalServices; MacDilla Wollie, Mental HealthTech/Nurse Secretary, Inpatient Adult Services;Patty Duke, RN, Inpatient Adult Services;and Kathy Lindner, Therapist, BehavioralHealth Center at Kernersville.

JULY 2012 13

Assisting with the special meal for homeless men at Potter’sHouse were (from left) Kevin Riley, Volunteer; Ceresta Bryant,Employee Performance Manager, Human Resources; DavidSoyars, Secretary, Wound Care and Hyperbaric Center; FrancesBrown, Coder, Health Information Management, Penn NursingCenter; Juliette Miller, Activities Coordinator, RecreationalTherapy, Penn Nursing Center; Adrienne Sauls, Front OfficeManager, Urgent Medical and Family Care; Sonya Rankin, RN,Vascular and Vein Specialists of Greensboro; Debbie Sparks,Financial Administrative Analyst, Health Services; Diane Fraser,Secretary, Center for Pain and Rehabilitative Medicine; andJamie Dalton, Coordinator, Human Resources.

Employee CouncilHealth Services Division/Physician Network

Members of the Health Services Division/Physician NetworkEmployee Council held various fundraisers and collecteddonations during the past few months for a community project.Some of the proceeds from this effort were used to purchase foodso they could serve a dinner to homeless men at Potter’s House, ashelter affiliated with Greensboro Urban Ministry.

Because Honey Baked Ham furnished food at a substantialdiscount, the group was able to donate more than $700 to theGreensboro Urban Ministry to use as needed.

“Those of us who served the guests at Potter’s House had awonderful time, and the guests were so appreciative. Many ofthem told us it was the best meal they ever had at Potter’s House.We even had desserts left because the guests were stuffed and hadno room to eat any more,” said Debbie Sparks, FinancialAdministrative Analyst.

Michael HarrisCorporate Safety

Staff members on 4 East at Wesley Long Hospital gave a “shout out”to Michael Harris, Safety Coordinator, Corporate Safety, in TerryAkin’s blog, Terry on Topic, for demonstrating his caring spirit.

On Sunday of Memorial Day weekend, Harris providedtraining for the weekend maintenance staff at Wesley LongHospital. Afterward, he decided to visit various departmentsthroughout the hospital.

“As I casually walked through the nursing units, smiles from thenurses, cafeteria and environmental staff brightened my morning,”Harris said. “The majority of the staff did not know me, but theywelcomed me as a part of their weekend family. As I observed theoutstanding level of care provided for our patients, I wasoverwhelmed with a sense of pride. To experience our core values– particularly ‘Caring for Our Patients’ – being done with so muchwarmth and compassion truly inspired me.”

Harris said he wanted to show his profound appreciation, so heasked the nurses what he could do for them. It was close to lunchtime, and someone mentioned pizza. He opened his wallet andpulled out $200 to buy pizza.

“This was just a small token of my appreciation for all thekindness and care they extend to our extended families – thepatients,” Harris said.

Throughout the Cone Health network, there are amazing examples of how individualsand groups are making a difference in the lives of patients, each other and ourcommunities. This occasional feature is designed to highlight some of those efforts.

Demonstrating our values

Caring forOur

CommunitiesCaring for

Each OtherCaring for

Our Patients

14 JULY 2012

Get ready for race withWomen’s Running SchoolThe 7th Annual Women’s Running School kicks off July 16 withan orientation session at 6 p.m. at the Women’s HospitalEducation Center.

This 10-week program is designed to help novice runners – andwalkers who would like to become runners – train for theWomen’s Only 5K Walk & Run. Experienced runners who want tomove to the next level of speed and endurance also will benefit byattending the class.

The cost for Running School is $65 and includes weekly groupruns, membership in the Greensboro Running Club, speaker

presentations, a training resource guide and a high-tech shirt.Cone Health employees who join the Running School and

complete the Women’s Only will be reimbursed $50 of theRunning School fee. Contact Becca Jones, Wellness Coordinator, [email protected] or 832-2590 for details.

For more information on the Running School, contact JimHalsch at [email protected] or 302-3728 or Linda Ballantyneat [email protected]. The registration form isavailable at S:\public\Wellness Is Now\Running School.

‘Walk with me. Talk with me.’Judy Schanel, President, The Moses H. Cone Memorial Hospital,leads one of her “Walk with me. Talk with me” sessions withemployees as they combine exercise and conversation. Schanel’swalks will be held July 13, July 27, Aug. 10 and Aug. 24. Walkerswill meet in the hospital Atrium at 7:30 a.m. and, weatherpermitting, head outside for a brisk stroll.

Have youwatched

Code VU thismonth?

Healthy Living Spotlight is an occasional column in Code U thatfeatures inspiring stories about employees and their quests for wellness.To submit ideas, email [email protected].

Focus onFitness

Cone Health finished strong in the HealthyWage Matchupcontest, according to Becca Jones, Wellness Coordinator.

The Matchup was a team-based weight-loss competition inwhich teams from Cone Health competed against teams fromorganizations and companies across the United States for$18,000 in prize money.

Overall, Cone Health placed fifth of all the participatingorganizations. Cone Health employees lost a total of 853pounds, about 13.5 pounds per participant.

Employees can now attend group exercise classes at MedCenterKernersville. Lunchtime and evening classes are now beingoffered, including Zumba, Pilates and Functional Fitness. Thefull schedule of classes is posted on the intranet home page.

For more information, contact Becca Jones, WellnessCoordinator, at [email protected] or 832-2590.

Employees lose853 pounds

MedCenter Kernersvilleoffers group classes

JULY 2012 15

The 20th Women’s Only 5K Walk & Run, one of the largestwomen’s only races in the Southeast, will bring women toGreensboro on Oct. 6 to compete in an event benefitingGuilford County women who cannot afford mammograms.

All entry fees go to the Mammography Scholarship Fund,which provides free mammograms for women who areuninsured or lack the financial means to pay for thescreening. Doctors recommend mammograms as the goldstandard for early breast cancer detection.

Since its beginnings in 1992, the Women’s Only has raisedmore than $630,000 and grown from 353 participants to3,593 in 2011.

In addition to the 5K race beginning at 9:30 a.m., there willbe a Girls’ Only Mini Walk & Run for girls ages 6 andyounger, starting at 8:15 a.m.

Women’s Onlyregistrationnow open

To register online for the races, go towomensonlyrun.com. Volunteers also areneeded and may sign up on the Women’s Onlywebsite. For more information, call the ConeHealth Marketing Department at 832-8131 oremail [email protected] the fun on the Women’s Only Facebookpage at facebook.com/womensonly 5K.

16 JULY 2012

JUNE

The Moses H. Cone Memorial Hospital Employee of the Month

Charlene Dunlap, RNCardiac and Pulmonary Rehabilitation

Nominated by: Lisa Hughes, RN,Cardiac and Pulmonary Rehabilitation

Charlene Dunlap received Employeeof the Month for helping a patientcelebrate his wife’s birthday. Thepatient was discharged following openheart surgery, only to be readmittedtwo days later. His wife was having abirthday, and he mentioned to Dunlapthat her favorite flowers were yellowroses. Dunlap stopped on her wayhome and bought yellow roses for

him to give his wife. The patient was very appreciative andcried when he thanked Dunlap.

EXCEPTIONAL PEOPLEAndrea Cook, RN, OrthopedicsStephen Furr, Clinical Pharmacist, Employee PharmacyNora Gilchrist, Nurse Tech,Congestive Heart Failure/Telemetry

Fudan Jiang, RN, Surgical Intensive Care UnitChristopher McKeown, RN,Medical/Surgical Intensive Care Unit

Cruz Munoz, Nurse Tech, Cardiac DepartmentStephanie Patterson, Analyst,Health Information Management

Alex Tomalski, Service Desk Analyst,Management Information Systems Field Services

Wesley Long HospitalEmployee of the Month

Paige BarnesNursing Tech, Intermediate Urology

Nominated by: Tina Miller, RN, Intermediate Urology

Paige Barnes received Employee of the Month after she stepped in tohelp a grieving family. A young patient died unexpectedly, and familymembers were so overcome by grief that they were unable to care fora small child who was with them in the room. Barnes cared for thechild for several hours – while still providing care for her patients –and kept the child busy and away from her grieving family. “Paigecompletely demonstrated what our new Cone Health Values are allabout,” Miller wrote.

EXCEPTIONAL PEOPLEAmanda Chandler, Histotechnician, Lab-HistologySherry Dickens, Cook, Dietary ServicesNelgie Lawrence, Nursing Secretary/Monitor Tech,Intermediate UrologyLinda Marshall, Certified Histologic Tech, Lab-HistologyTina Mitchell, Nursing Tech, Intermediate Urology

Women’s Hospital/Administrative Services Building

Employee of the Month

Kelly Kees, RNFlexible Resources

Nominated by: Katie Krist,RN, Neonatal Intensive Care Unit

Kelly Kees received Employee of the Month for helping a family inneed. When one of the infants in the Neonatal Intensive Care Unithad to be transported to Wake Forest Baptist Health for emergencysurgery, the infant’s family did not have transportation to thehospital and wanted to be with their baby. Kees offered the family aride to the hospital when her shift ended.

EXCEPTIONAL PEOPLELeanne Carpenter, RN, Birthing SuitesMary Early, RN, Birthing SuitesNowal Eldarouti, Nursing Tech, Neonatal Intensive Care UnitNickole Greene, Patient Nutrition Representative,Dietary Services

Erin Hampton, RN, Birthing SuitesAmecia White, RN, Birthing Suites

Charlene Dunlap

award winnersEmployee

recognizedEmployee of the Month and Exceptional People awards recognize employees who go above andbeyond their normal job requirements and represent the Cone Health Values: Caring for Our Patients,Caring for Each Other and Caring for Our Communities.

JULY 2012 17

What winners say“I enjoy working at Cone Health because I feelpatients receive excellent care here. As part ofthe Cardiac Rehab team, I get to preparepatients for discharge through ambulationand education, which is very rewarding.”

– Charlene Dunlap

“It feels great to know that we are a team andsupport each other. This was a team effort.”

– Sheri Jones

Annie Penn HospitalEmployee of the Month

Mazzie DelanceyScheduler, Cancer Center

Nominated by: Stokes Ann Hunt, Director,Community Outreach

Mazzie Delancey received Employee of theMonth for her work with the Relay for Lifeteam. Hunt wrote that Delancey has been ateam leader for many years, inspiring theteam to grow, envision the impossible andalways press forward. “Her gentle smile andcaring attitude helped build the Annie PennHospital team to more than 250 teammembers. We raised more than $17,000 andtouched the lives of hundreds of survivors

on May 18 at the Relay event at Lake Reidsville. She is aninspiration to others.”

Health Services Division/Physician NetworkEmployee of the Month

EXCEPTIONAL PEOPLECarol Pullins, RN, Vascular and Vein Specialists of GreensboroGlenn Strader, Courier, Courier Services

Mazzie Delancey

LeBauer HealthCare Employee of the Month

Sheri Jones, RNLeBauer Gastroenterology

Nominated by: June McMurray, Certified MedicalAssistant, LeBauer Gastroenterology

Sheri Jones received Employee of theMonth for her efforts to help a patientwho called the office and told her heintended to commit suicide. Jones keptthe caller on the phone for more than45 minutes, trying to reason with him,which gave other staff members anopportunity to contact police for help.“She exhibited courage, caring and atrue interest in the well-being of our

patients,” McMurray wrote.

EXCEPTIONAL PEOPLEJudith Connelly, Secretary, LeBauer Gastroenterology

Sheri Jones

18 JULY 2012

Cancer Survivors DayCone Health celebrated cancer survivors and their families during the annual Cancer Survivors Dayheld at the Cone Health Cancer Center and at the Cancer Center at Annie Penn. In Greensboro,guests received a nametag and ribbon before having dinner and touring the cancer center. Theyalso wrote their sentiments about cancer and threaded the ribbons through a mesh fence set upfor the occasion. In Reidsville, Cancer Survivor Day took a Hawaiian theme. Cancer survivors werepresented leis and served dinner. About 500 guests attended the two events. To view a slideshowof pictures from the event, go to Code U Online at www.conehealth.com/employees.

Relay for LifeThe Cone Health Cancer Center team raised more than $18,000 of their $20,000 goal duringthe Relay for Life event held June 2. The event was chaired by Chantay Witcher, RegulatoryAssistant, Clinical Research, and Beverly Burt, Patient Financial Counselor, Executive Office.Breast cancer survivor Meg Tuttle received special recognition during the “Tribute for Hope”portion of the event. The word “hope” was created in luminaries in the bleachers with Tuttle’sname. Her husband Joe also raised money during the “Dude Looks Like a Lady” competition.Fundraising will continue through July 31. At right, Stacey Wentworth, MD, tries on JoeTuttle’s Carmen Miranda headgear while, above, the Cone Health Crusaders begin their walkaround the Page High School track.

Attendees check in at the Cone Health Cancer Center. Festivities took a Hawaiian theme in Reidsville.

JULY 2012 19

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Patient Perception of Care –Percentile Rankings

TARGET90

TARGET60

TARGET63

TARGET55

TARGET85

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32APR

78MAY

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61MAY

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7APR

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Cone HealthCancer Center

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Cone PhysicanNetwork

EMERGENCY DEPARTMENT PERCENTILE RANKINGSSELECTED OUTPATIENT PERCENTILE RANKINGS

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Wesley LongHospital

Annie PennHospital

MedCenterHigh Point

44APR

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81APR

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Inpatient Percentile RankingsThese Press Ganey scores reflect the percentile rankings for Patient Perception of Care.

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As Cone Health moves toward top decileperformance in quality, service and cost, we knowthat frequent, two-way communication with our8,600 employees is more important now than everbefore. We also are finding that, as we work towardour vision and our new culture, we have a lot morenews and information to share!We are interested in your opinion of Cone

Health communications. Access an easy 19-question survey directly at http://svy.mk/conecommor by scanning the QR code above. The link alsocan be found in the survey email sent to allemployees and on homepage.conehealth.com. Twopeople who complete the survey will win $25American Express gift cards.

In addition to the monthly printed edition of theCode U newsletter, we are putting additional CodeU content online. An expanded Code U is nowavailable at conehealth.com/employees. In addition

to being able to view a “flip-book” version of theprinted magazine, there are links to bonus storiesand pictures available only online.

We eventually hope to include Code U content onthe intranet as it is redesignedinto a communications toolthat is easy to navigate andcontains more frequent andtimely information you need inyour daily work. The externalwebsite is also getting a faceliftwith a completely new designthat will make its debut in late2012.

As always, we welcome yoursuggestions to continue toimprove communicationsthroughout Cone Health: TheNetwork for Exceptional Care.

Take the online CommunicationsSurvey to qualify for prizes

We want to knowwhat you think

Name your intranetIncluded in our communicationssurvey is an opportunity to nameyour new intranet. Help us comeup with a catchy name to give theintranet an identity. Get creative –we want to make the intranet the“go-to place” for your informationneeds. If your suggestion ischosen, you will win a $50American Express gift card.

The Respiratory Therapy departmentrecently made two major changes toimprove the quality of care for patients.To reduce the incidence of Ventilator

Associated Pneumonia (VAP), the respiratorytherapists conducted a trial of new breathing tubes on patientsthat would reduce the risk of secretions draining into thelungs. The successful trial resulted in the tubes now beingavailable for use with high-risk patients and those needingairway management.

Respiratory Therapy also used evidence-based practice tochange the way they insert arterial lines and maintain them.Kristy Holt, Director, Respiratory Therapy, says that staff

now uses a sterile procedure to insert the lines to reduce therisk of blood stream infections. They also moved to a closedblood draw system in late March. Holt says this system reducesthe number of times staff connects and disconnects from aline to draw blood and has a built-in flush syringe that allowsthe blood waste to be returned to the patient, reducing the riskof anemia.

Caring forOur Patients