Lisa Karakostas, Editor, 580-6950 August 1, 2019

Best wishes to Mike Gressel (4th from left in photo), Director, Diagnostic Imaging (DI), Exeter Hospital, who retired this month. Mike received a

VISA gift card from the organization in appreciation of his 17 years of service. He is pictured here with, from left: Lisa Martelli, PACS Administrator;

Christine Slifka, Manager, Ultrasound; Ericka Warren, Manager, MRI; Mike; Barbara MacDonald, Manager, Cardiac Rehab; Maureen Randlett, Manager, CT Scan; Paula LaRiviere, Manager, Women’s Imaging;

Jodie Sutherland, Manager, Echocardiology; Frank Sutherland, incoming DI Director; Don Kalapinski, former DI Manager (retired); Rebecca Harnum,

Manager, DI; and Brennan Jones, Office Coordinator, Radiology.

Celebrating Our Celebrating Our Moments of ExcellenceMoments of Excellence

Dear Dr. Christo, Thank you for recommending me for the workshop “Better Choices-Better Health.” It was very helpful with my sleep problems, fatigue, unhealthy eating, and lack of exercise. The big issue was an awareness of some of my problems and the tools to help solve them. I would recommend this class to anyone. I enjoyed the instructors and the group dynamics were very entertaining.

To read the full letter, and to see more patient compliments, go to the Patient Experience page of The Pulse (accessible under the “Corporate Resources” drop down menu). Additionally, our Patient Experience Committee is now sharing patient compliments with all staff via email every Tuesday morning. Watch for the “Celebrating Our Moments of Excellence” subject line in your inbox!

LEAN Daily Management System Training Wave 4 Accomplishments! Congrats to our most recent group of LEAN Daily Management System (LDMS) training graduates, who shared their accomplishments during a recognition ceremony held last week. During the ceremony, Kevin Callahan, President & CEO, applauded the effort: “To see the collaborative team effort to advance the patient care experience is incredible. You are working to improve operational excellence, which is how we continuously learn to move our organization forward and have an amazing impact on our community. I am proud of all of you.” LEAN Thinking is a model for improvement focused on eliminating waste in processes as a means of becoming more efficient, thereby adding more value for our patients. The LEAN Daily Management System training program is designed to operationalize our organization’s “Framework for Excellence,” by empowering staff to identify and solve problems daily in their work settings.

A total of 67 employees participated in this wave of training. Participants were: Staff of our Cardiology service line, including Acute Care and Core Cardiology; Rockingham VNA & Hospice’s Homecare and Intake Departments; Exeter Hospital’s 4East, Finance/Accounting, Lab, and Quality Departments; and Core’s Family and Internal Medicine Exeter and Plaistow Health Pediatrics practices. Thanks to those who delivered the training - staff from our LEAN Office in collaboration with Organiza-tional Development partner Heidi Bellamente, along with Lori Chabot and Michelle Savoie, Exeter Hospital. Continued inside

New “Report Phishing” Button Now Available In Outlook Our Information Security Office recently implemented a new anti-phishing tool called PhishMe. This will allow us to continue to train employees to spot bad emails through our monthly “phishing” tests, but also provides us with real-time information about current phishing attacks. You may notice the new “Report Phishing” button in your Outlook email. Please continue to report suspicious emails by either clicking that button or forwarding the suspicious email as an attachment to spam@ehr.org.

We will continue to help educate staff about the dangers of phishing emails and arm you with the tools and knowledge you need to be successful. As always, you can find more info on the Information Security Awareness page of The Pulse (accessible from the Corporate Resources drop down menu or from your desktop icon — pictured at right). Be sure to check out the latest and greatest Online Phish Training!

If you have questions or would like to request one-on-one training, please contact either Gabriel Landowski, Information Security Analyst, via email or at 580-7640; or Ken Double, Chief Information Security Officer, via email or at 580-7639. And be on the lookout for test phishing emails at an inbox near you!

Staff Kudos/Welcome New Managers Kudos to Suzana Makowski, MD, Chief of Palliative Care, Core Physicians, who recently contributed to an article titled “Survey Snapshot: Challenging the Resistance to Palliative” that appeared in the 7/20/19 issue of NEJM Catalyst. The article

discusses the importance of palliative care support for patients.

Congratulations to Peter Ihm, MD, Core Otolaryngology & Audiology, who was recently nominated for the Community Preceptor award given by the Southern New Hampshire Area Health Education Center in conjunction with Lamprey Healthcare. Dr. Ihm was nominated by two nurse practitioner fellows who served as residents under him as part of their clinical training for their APRN licenses.

Kudos to Mary Ellis, RPh, Exeter Hospital, who was recently promoted to the position of Manager of Pharmacy Operations for Medical Oncology. Mary previously held the role of Pharmacist Clinical Coordinator in the same department.

Congratulations to Kristin Beaudet, RN, Core Physicians, who was recently promoted to Nurse Clinical Coordinator for Pediatrics. Kristin previously was in the RN Lead role at Plaistow Pediatrics.

Welcome to Nicole Desjarlais Paulick, who recently joined Information Services as Manager of the Information Services Project Management Office. Thanks to all staff who donated to any of our fundraising

initiatives over the past 18 months. YOU MADE A DIFFERENCE! Our Employee Giving Board was recently

updated and can be seen hanging on the wall across from the north conference rooms at Exeter Hospital. Some of

our Employee Giving Ambassadors representing our three affiliates recently gathered by the updated Board to say thank you to employee donors from Exeter Hospital,

Core Physicians, and Rockingham VNA & H. From left: Eileen MacDonald; Erika Spiegel-Sanborn; Ryan Cullen; Amy Delmar; Bridgette Martel; Pam Ford; Dan Doran; Linda Currier; Maranda Lafond; & Rosanne Swanson.

Tickets Still Available For Red Sox Bus Trip, Friday, 8/9 Join us to watch our World Champion Red Sox vs. the LA Angels. Seats are located in Grandstand - Section 24. Cost of $95/person includes game ticket and round trip bus transportation. The bus will depart the Hospital campus at 5:00 p.m. to

get to Fenway in time for the first pitch at 7:10 p.m. The estimated return time to campus is 11:30 p.m. To register, call 580-6668 with credit card info (MasterCard, Discover, or Visa). Checks made payable to Exeter Hospital also accepted.

DEPARTMENT/PRACTICE IMPROVEMENT WORK

RVNA&H Homecare Improved huddle calls – split into two since there are two teams. Improved communication & coordination of schedules. More visual boards to better see “utilization” (how many therapies a patient is using). Have a “stop light” at huddles – every staff member is asked “Was your day red, yellow, or green?” Each team member must give two “positives” from the day.

RVNA&H Intake Improved huddles – 3x/day to get the right info to broad geographic team in a timely manner. Visual management (huddle board, idea board, kudos board). Focused on reducing utilization by 10% by July, 2019 and taking out waste – made systems more efficient with the end result being time and cost savings.

Cardiology Service Line Created multiple dashboards, idea boards, & improvement work across Cardiology service line (Core Cardiology, EKG, Stress, Echo, Cardiac Rehab, Cath Lab, Acute Care). Core Cardiology goal: Obtain > 85% of new patient records prior to patient visit. Acute Cardiology Services goal: Assess & develop scheduling template for Cath Lab procedures & evaluate impact of add-on patients to staff & resource availability and/or needs by 8/1/19.

Core Family/Internal Med Optimize patient access and panel growth without burning out providers and staff. Increase panel from 2118 to 4384 patients in a safe fashion and create an enjoyable work environment that is respectful, accountable, and consistently produces desirable results.

Core Plaistow Health Pedi Huddles – Improvements to keep staff engaged, improved matrix boards and huddle sheets. Locating missing documents in patient chart: Used “5-Why” analysis to better understand root cause & Pareto chart to quantify errors. Will continue to work on this while working on 2nd initiative: Improving access for well-child visits with goal to establish standard work for rooming patients.

Hospital 4East Make gait belts and chair alarms readily available in patient rooms to improve accessibility & patient safety. Next test of change: Create a standard room set-up checklist.

Hospital Finance/Acctg Streamlining & ensuring accuracy in medical and supplies analysis. Used spreadsheet server to automate extraction of data from general ledger. Will save time by eliminating manual calculations. Also explored psychological safety to improve communication, transparency of workload, and structured problem solving.

Hospital Lab Overabundance of calls to floors/long wait times to get to appropriate person. Used data to target CO2

Hospital Quality Reduce turn-around-time for new applications to the Medical Staff Office for processing from 27 days to 14 days by September 30, 2019.

LDMS Training Wave 4 Accomplishments from p. 1 Each team presented their aim statement, analysis/results, visual management tools, project summary, progress, and next steps. The projects focused on improving key operational metrics, developing standard work, and increasing psychological safety and staff engagement. Projects were as follows:

The LEAN Office would like to thank all LDMS wave 4 training participants, their coaches, and

leaders. Special thanks also to Dave Fittro for his leadership of the program.

Learn more by following the “Improvement On Tour” projects that will be featured during Tier 2 huddles and posted on The Pulse.

EMPLOYEE REFERRAL BONUS RAFFLE WINNEREMPLOYEE REFERRAL BONUS RAFFLE WINNER Congrats to our latest winner, Roger Bailey, Director of Emergency Services, Exeter Hospital. Roger received a $250 VISA gift card. Each month, names of all employees who referred candidates hired during the previous month are placed into the raffle. More info about the Referral Bonus program can be found on the home page of The Pulse.

SCHOOL SUPPLIES NEEDED TO BENEFIT END 68 HOURS OF HUNGER

The Exeter chapter of End 68 Hours of Hunger is in need of donations of school supplies to help local kids get ready for the upcoming school year. Needed items include: Backpacks, Rulers, Pens, Pencils, Colored Pencils, Notebooks, Lined Paper, Erasers, and Markers.

Exeter Hospital’s Food & Nutrition Services, Valet, and Reception Departments have set up a collection bin in the Hospital Café. Donations may be dropped 8/5 to 8/16. We appreciate your continued support!

Join Us For The Grand Opening Of The Family Center’s Jolenne Short-Porter Pumping Room, Wednesday, 8/7, at 12:00 p.m.

in the Family Center on the 3rd Floor of Exeter Hospital. Come celebrate the newly renovated pumping space for all working

mothers at our organization. The room is named in memory of Jolenne, who started the Family Center’s Lactation consulting program

and who passed away about six years ago. We hope you will join us to tour the room, meet our lactation consultants, and enjoy light refreshments.

Register your team name by August 1 to be entered into a raffle for some great prizes, including a luxury suite with 12 tickets to a Fisher Cats baseball game, and

four tickets to Alabama and The Charlie Daniels Band concert at Bank of NH Pavilion in Gilford. For more info go to unitedinwellness.org or call 580-6668.