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M A R C H 2014 Update!NEWS FROM OUR PILLARS • • • Around Community is organized in alignment with the six pillars of The Community Way. Below are some of this month’s highlights.

OUR PEOPLE • • • Thousands of team members took part in December’s employee engagement survey, and they shared lots of helpful feedback.

OUR SERVICE • • • New MyChart functionality is allowing more and more primary care patients to book an appointment using their smartphone.

OUR QUALITY • • • Last year was a great year for quality, and the metrics tell a phenomenal story.

OUR FINANCE • • • Keeping costs in line is important for financial health, but so is making sure we’re properly and adequately paid for the care we provide.

OUR GROWTH • • • Our orthopedics team is making plans to see more patients, replace more joints, and help more athletes excel while avoiding injury.

OUR COMMUNITY • • • Nearly 900 attendees at The Giving Gig danced, paid tribute and donated, and when the counting was done, the $400,000 goal was shattered… by a lot.

KC and the Sunshine Band headlined The Giving Gig, a Community Health Network Foundation gala that raised $600,000 for cancer patients.

THE SURVEY SAYS… • • • One of the 2013 goals of the People Pillar was to achieve an employee engagement score of 77 percent. The score was determined by a question on the Workplace Dynamics employee engagement survey conducted late last year: “Community Health Network motivates me to give my very best at work.” And the envelope please… our score was 77 percent, right on target, and up from 73 percent the year before. As usual, participation in the survey was phenomenal, with 7,505 employees weighing in, answering the questions and submitting 9,400 additional comments. This year, Community will be getting help from experts at Kenexa on a new and improved employee engagement survey aimed at creating an ever-better work experience. Watch for the first survey this spring.

STATE OF THE NETWORK • • • These are challenging times in health care, and it’s more important than ever to be in the know about how Community is doing. Coming soon to a computer near you is the “State of the Network” message, delivered at the recent Leadership Development Institute gathering by Bryan Mills, president and CEO. Bryan spotlights the many things that went right in 2013, discusses issues that are causing concern, and outlines what’s being done to address them. Watch your email for a link when the video is available for viewing.

HELPING EMPLOYEES GET FIT AND STAY HEALTHY • • • Community Health Network has been recognized as a Platinum-Level Fit-Friendly Worksite by the American Heart Association, for helping

employees eat better and move more. According to the AHA, Platinum-level employers offer employees physical activity options in the workplace; increase healthy eating options at the worksite; promote a wellness culture in the workplace; implement programs focusing on physical activity, nutrition and culture; and demonstrate measurable outcomes related to workplace wellness.

YOUR FEEDBACK, OUR VISION • • • You’ll soon have your chance to put in a few good words for a new Community vision statement. We’ll be surveying employees to find out what moves and inspires you, as we work toward casting a vision to lead the network into the future. While our mission statement reflects what Community is, our new vision statement will suggest what we can be and how we’ll get there. Watch your email for your opportunity to voice your opinion about the new vision statement, and if you wish, even offer your own suggestions.

ROLE MODEL FOR EXECUTIVE WOMEN • • • Executive Women in HealthCare has honored Jill Parris with a leadership award for her accomplishments during her time overseeing human resources at Community. The award recognizes an individual’s impact on healthcare delivery as well as the image of her own organization and the development of leadership opportunities for women. She also was an Inspire Awards nominee. Parris completed her service as chief human resources executive in January, and is now pursuing other interests.

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PEOPLE PILLAR GOALS FOR 2014

We’re measuring People pillar success through our

employee engagement surveys, and aim to achieve

an employee engagement score of at least 73%.

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Jill Parris

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BUILDING THE PATIENT EXPERIENCE TEAM • • • Community’s brand-new Office of Patient Experience team is starting to take shape. Julie O’Toole has agreed to take on the role of network vice president of patient experience—access and service. She’s been working to improve patient access as Community Physician Network’s director of practice excellence, and will continue those responsibilities while broadening her focus to enhance access networkwide. Meanwhile, an internal and external search will begin soon to fill the vacant position of network vice president of patient experience—marketing and communications. This individual will oversee expertise in marketing, external and internal communications in order to amplify the voice of the customer, help patients and families understand our services, and ensure that all employees have the information needed to build a better experience. There’s also an internal search to fill the new role of network director of patient experience, who will monitor the patient experience to ensure we’re creating exceptional care, and assist in the development and implementation of the best practices needed so that care can be simply delivered.

SCHEDULE YOURSELF AN APPOINTMENT • • • Imagine picking up your smartphone or sitting down at the computer, logging in to your health portal and clicking to schedule your own physician appointment at a time that works for you. Pretty futuristic and convenient—and that future is now at a growing list of Community Physician Network locations. In fact, all CPN primary care offices have committed to offering direct scheduling capabilities through MyChart beginning this year, and 18 of 52 locations are already live. About 10 more locations will implement direct scheduling every month until all are up and running. Those practices already live have found the new technology to be a huge patient satisfier, as patients book their own appointments without having to speak with anyone on the phone.

COMMUNICATING FOR A BETTER EXPERIENCE • • • Outcomes are better and patients are more satisfied if they fully understand their care plan and feel able to engage in it. That takes great communication on the part of providers, and in order to hone those skills, some 50 hospitalist, emergency department, radiology and MedCheck providers recently got training from Studer Group coach Dan Smith, M.D. The participating providers came away enthusiastic about incorporating the evidence-based communication techniques into their daily practice, advancing The Community Way.

SERVICE PILLAR GOALS FOR 2014

Our target is to achieve at least 75th percentile

performance on at least three-quarters of the

H-CAHPS dimensions of care. On the CG-CAHPS

“rate this provider” question for adult primary and

specialty care, our goal is to earn sufficient 9 or 10

ratings to perform at the 65th percentile or higher.

Julie O’Toole

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A GREAT YEAR FOR QUALITY • • • The recent Leadership Development Institute was an opportunity to look back on the successes of 2013, and the Quality pillar provided a number of reasons to cheer. Read on for just a few of the examples. Efforts to make improvements across nine targeted clinical harms achieved a cost savings exceeding $3 million, and most important, had a positive impact on an estimated 250 people. Readmission rates for heart failure patients dropped from 19.7 percent to 16.7 percent. By year-end, all 12 ambulatory surgery centers met their goal of delivering pre-surgical antibiotics to patients within 60 minutes of incision—100 percent of the time. Improvements in pneumonia vaccination rates for home care patients were above and beyond the target. The coronary bypass graft surgical site infection team at Community Heart and Vascular Hospital earned Patient Safety Hero recognition for achieving 11 months of zero infections among CABG patients. And physician response rates to clinical documentation queries were improved beyond target.

FIVE STARS • • • Summit Convalescent Center, one of Community Long Term Care’s five senior living communities in Madison County, was recently named a five-star center by U.S. News and World Report. This is the second year in a row that Summit has received the honor. The scores are tabulated based on health inspections, staffing reports, safety data and other factors.

SHARING COMMUNITY EXPERTISE AROUND THE WORLD • • • Two surgeons from Beijing recently visited Indianapolis and observed the work of Randall Wolf, M.D., Community Physician Network cardiothoracic surgeon and co-medical director of the International Atrial Fibrillation Center of Excellence. The two Chinese surgeons got a firsthand look at the minimally invasive Wolf Mini-Maze procedure that treats patients with atrial fibrillation, and they were surprised to see patients awake after the procedure and sitting up the next morning having breakfast. Dr. Wolf started a mentorship in China six years ago, and surgeons visit annually to learn the latest in the Wolf Mini-Maze procedure.

QUALITY PILLAR GOALS FOR 2014

We aim to achieve top decile performance on at

least three-quarters of the network’s value-based

purchasing core quality measures; reduce the

hospital-wide, 30-day all-cause

unplanned readmission rate to 10.62% or less; and

meet at least 10 of the 15 Community Physician

Network quality measure targets.

CONNECTING PATIENTS WITH INSURANCE • • • We’re into the final month of the first Affordable Care Act open enrollment period, and Community continues to work toward getting eligible Hoosiers enrolled in health insurance. Outreach efforts continue in Indianapolis as well as at affiliate locations. For example, the joint effort involving Community and Anthem has scheduled another half dozen enrollment fairs at Community Health Pavilion locations this month. The initiative is good for enrollees, as it increases their access to health care, and it’s a positive for Community as well, as it aims to reduce the level of uncompensated care. To learn more, visit eCommunity.com/enroll.

ICD-10 IS ON THE WAY • • • October 1. That’s the day when U.S. healthcare providers are officially switching to the ICD-10 systems for diagnosis and treatment coding. Thousands of team members in a wide variety of roles will be impacted by the changeover, and preparation is well underway, including role-specific training on the new codes. There are lots of good reasons for making the change, including quality—for example, the codes are far more specific than those in use now, and that can help provide better tracking of emerging conditions and the outcomes of new procedures. So why is this listed under the Finance pillar? Because there are major financial implications if we don’t have a smooth changeover— including more than $12 million in reduced reimbursements, and up to $58 million in significantly delayed payments. Switching to ICD-10 is a job well worth doing right.

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FINANCE PILLAR GOALS FOR 2014

Our goal is to achieve a network operating

margin of at least 2.5%.

Regina Ward, R.N.

Our people (continued)

PROVIDING INSPIRATION AS MENTORS • • • Community’s Jessie Westlund recently won the Inspire Award in the healthcare category. The Inspire Awards from College Mentors for Kids celebrate the efforts of those whose mentoring has inspired excellence in the workplace or the community. Said her nominator, “She taught me how to be thankful both in my career as well as at home.” Meanwhile, Linda Hajduk was a finalist in the business, retail and service category.

TALKING ABOUT INNOVATION • • • Pete Turner, Community’s vice president of innovation, recently was a panelist at Healthbox’s Innovation Day event in Chicago. He spoke on the changing role of hospital systems and the growing need to collaborate with outside entrepreneurs to foster innovations internally.

TEAM MEMBERS ON THE MOVE • • • Regina Ward, R.N., has joined Community as the executive director for the new cancer center on the South campus. An Indiana native with ties to the south side of Indianapolis, Ward most recently served as vice president for the oncology service line at the University of Oklahoma Medical Center. She has a bachelor’s degree in nursing from Indiana University as well as a master’s in nursing administration from the University of Indianapolis. In the North region, Sue Sandberg, R.N., has accepted the role of chief operating officer, which will involve her in planning and development, execution and strategic operational leadership in the region.

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OPPORTUNITIES IN ORTHOPEDICS • • • Our growth pillar focus this month is orthopedics, where there are plenty of opportunities in the works, according to Jon Fohrer, who oversees the orthopedics product line and other ambulatory operations. First of all, Community continues to seek ways to serve more patients in need of total joint or total hip replacements as well as partial knee replacement surgery. The network’s Centers for Joint Health earn rave reviews and achieve great outcomes—there are plans for additional marketing to bring more patients in the door. The sports medicine business is expanding as well, with new opportunities to serve student and professional athletes as well as weekend warriors. Providing expanded service for worker’s compensation patients is another area receiving attention. Some subspecialties are benefiting from innovative staffing models, enhancing access and serving more patients through the expertise of nurse practitioners, physician assistants and trainers where appropriate, and there are ongoing efforts to recruit new orthopedic surgeons to fill some subspecialty gaps and ensure proper succession planning. Supplementing these initiatives is a stronger focus on documentation and coding, ensuring that Community is appropriately paid for all the services provided.

DEFYING GRAVITY • • • Community Physical Therapy and Rehab has installed two AlterG® anti-gravity treadmills, at the Castleton and Noblesville clinics. AlterG is the world’s first and only treadmill using NASA-based antigravity technology. Patients experience a multitude of benefits using the AlterG treadmill, which allows them to walk or run without bearing their entire weight. The technology reduces the impact on the body, reducing pain and helping patients achieve better results and faster recovery. It’s ideal for patients recovering from surgery or injuries such as stress fractures, neurological conditions, sports injuries, chronic pain and osteoarthritis.

PARTNERSHIP WITH DAMIEN CENTER • • • Community has a new partnership with the Damien Center, which provides a variety of HIV/AIDS prevention programs as well as services for those with HIV/AIDS. Infectious disease specialists Randall Salyer, MS, FNP-BC, NP-C, AAHIVS, and Ted Bugbee, LPN, from Community Physician Network will be providing clinical services at the center on Thursdays starting this month.

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GROWTH PILLAR GOALS FOR 2014

The Growth pillar shares the same goal as the

Finance pillar: to achieve a network operating

margin of at least 2.5%.

Pamela Hunt, R.N., has accepted the role of vice president of patient services and chief nurse executive in the North region. Shelley O’Connell has accepted the role of director of Community Touchpoint; this new position aligns the clinical and non-clinical socialization components of Touchpoint under the network’s post-acute strategy. Doug Roberts is now director of the Johnson Memorial Hospital UPL oversight agreement, overseeing quality at 34 nursing facilities. And Joyce Irwin, president and CEO of Community Health Network Foundation, has been appointed to the board of the Greater Indianapolis Chamber of Commerce.

Our people (continued)

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COMMUNITY PILLAR GOALS FOR 2014

Our expectation is that all Community leaders

will take part in at least one Serve360° volunteer

opportunity during 2014.

Bryan Mills and other Giving Gig guests raise lights in remembrance

of those who lost the cancer fight.

SHAKIN’ BOOTY TURNED INTO KICKIN’ CANCER’S BOOTY • • • Nearly 900 donors united in a fight against cancer at The Giving Gig 2014, a Community Health Network Foundation event that raised $600,000 for our cancer patients during Valentine’s Day weekend. Funds raised at the sold-out event establish a new cancer patient assistance fund to give struggling cancer patients easy access to wigs, prescriptions, food, transportation and much more. Donations also provide free genetic testing to our low-income patients at risk of a cancer diagnosis.

WALKING THE PURPLE CARPET • • • Held at the Indianapolis Downtown Marriot, The Giving Gig started with more than 200 VIPs walking a purple carpet (purple is a universal color to represent all

cancer types). Many elected officials attended, including Indianapolis Mayor Greg Ballard, as well as WTHR meteorologist Angela Buchman, Sarah Fisher and her race team’s driver, Josef Newgarden, and key leaders from MD Anderson Cancer Network™.

AN EVENING OF GENEROSITY AND JAMMIN’ • • • The event continued with a silent and live auction, a Gemstone Dig, a parade of cancer survivors and a moment of silence remembering those already lost to the disease. And Yvonne Shaheen, a donor who has also served on many Community boards

and committees for more than two decades, received the Jack Heiney Award for Philanthropic Leadership, Community’s highest honor. KC and the Sunshine Band headlined this premier cancer fundraising event, performing such classics as “Get Down Tonight,” “Shake Your Booty,” and “That’s the Way (I Like It)” in front of a jam-packed dance floor. Plans for The Giving Gig 2015 are underway. Watch InComm for announcements.