Park Ridge Perspective 13 HCAHPS Leader 4 Town Hall Q&A 8 Wellness Events

January/February 2012

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HopeAmbassador of

A TribuTe To MonTAnA Wilds

perspectiveA publication for the Park Ridge family

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Dr. Wade Grainger

First Impressions

Share your story with

Perspective! contAct Kirsten Houmannkirsten.houmann@ahss.org828.687.5697

Dear Park Ridge Family,

We have all been told at one time or another that “First impressions are the most important,” and research indeed backs up this idea. In this new year, we will have the chance to make many first impressions on the patients and families who walk through the doors of Park Ridge Health. It’s important to keep in mind that what may seem like only a few minutes during your work routine may be a life-changing experience for those you encounter.

As shown by our recent HcAHPS survey scores, many of you understand the importance of a consistent and compassionate care experience. While our scores have soared to the top among Adventist Health System’s 43 hospitals, Park Ridge’s journey to excellence is not over. As the face of health care changes on both a national and local level, the bar of excellence will raise – but we are well-positioned to reach these ever increasing goals.

Park Ridge Health is working hard toward the goal of making quality, compassionate health care accessible to everyone in our community. through a blossoming venture called community Health, Park Ridge caregivers are taking services including geriatrics, wound care, psychiatry, home infusion and home health into skilled nursing facilities, long-term care facilities and homes throughout the Western north carolina region. We are excited to be able to provide a continuum of care to our community members through this new venture.

one of our goals as your leadership team this year is to make Park Ridge Health not only the best place to receive care, but the best place to work and the best place to practice. one step in achieving this goal is hearing and answering your questions, suggestions and concerns. We were very excited to meet with the nearly 250 of you who attended the november town Hall meetings and to address the many questions you raised. We hope to see you all again – and see some new faces – at the next round of town Hall sessions, which begin February 7.

I wish all of you a blessed new year as we continue on the journey to becoming both a world-class provider and a world-class workplace.

With warmest regards,

Jimm Bunch President & cEo

Pictured front cover: Brenda Wilds with her therapy dog, Montana

Anthony Wyatt Dr. Heather KruegerDave Fuller

Park Ridge Perspective 3

“I couldn’t be more proud of our Park Ridge Health team and the journey we’ve been on,” says Jason Wells, Vice President of the Park Ridge Experience. “In 2009, our patients were telling us our experience was average,

but during the past two years, our scores have improved to the point where we now provide the best patient experience in Western north carolina.” “It’s a combined effort by everybody in the hospital,” says Bruce Perlman, M.D.,

Medical Director of Park Ridge Health’s Hospitalist Program.

Much of that effort has been as simple as communicating more frequently and more effectively with patients. In particular, Park Ridge Health hospitalists now use stools when consulting with patients and their families to ease communication, and give every patient a brochure about the hospitalist program.

“We made a brochure where each doctor has a picture next to their name and a biography,”

Dr. Perlman explains. “the patients actually love it. they’ll take a copy and give it to their family, and when we walk in, they’ll have it posted next to the bed.”

In patient rooms, Environmental Services staff now place emphasis on not only doing a thorough job, but explaining to patients and their families what they are doing and making sure all of their needs are met.

“once our EVS staff started engaging patients in conversation, their score jumped to the highest in Adventist Health System,” says camy Horrell, Director of the Park Ridge Experience.

those results have held steady for months.

“other hospitals have been calling to ask, what are you doing at Park Ridge?” Horrell says. “the best answer is that all of us are taking responsibility and ownership for what we do, always.”

LeadstheWay in patient experience

Multi-State Awards for Marketing and Public Relations

perspective in the know

Adventist Health System recently applauded Park Ridge Health for being the top performer among the organization’s 43 nationwide hospitals for patient experience. Recent results of the HCAHPS survey puts Park Ridge in the top 20 percent of hospitals in the country for all 10 measures of patient care quality.

Park Ridge Health won big at the 2011 Carolinas Healthcare Public Relations & Marketing Society (CHPRMS) Wallie and Golden Tusk Awards, receiving six awards at a reception at The Grove Park Inn on Dec. 8.

the Park Ridge Health Marketing & communications team received Wallie awards for four projects: Experience magazine, in the category of “External Publications;” Perspective magazine, in the category of “Internal Publications;” the Park Ridge Health Monthly calendar of Events, in the category of “newspaper – Single Ad;” and the video story “I am committed to this Journey,” featuring W.o.W. coordinator Joyce Roush, R.n., in the category of “Audiovisual/television Programming.”

Park Ridge also won two prestigious Golden tusk awards, one for Park Ridge Health Employee Engagement in the category of “Internal Relations,” and one for the Gift from the Heart campaign in the category of “Fundraising.”

“I am thrilled for our marketing team and proud of the work for which they are being recognized,” said Park Ridge Health President & cEo, Jimm Bunch. “this recognition shows Park Ridge Health’s continued dedication to being a regional leader in both patient and employee experience.”

The Wallie Awards are given annually at the CHPRMS Fall Conference to recognize excellence in health care public relations and marketing.

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Askthe

big MAnIf you have a question or suggestion for the Park Ridge leadership team, e-mail it to kirsten.houmann@ahss.org. Please include “Ask Your CEO” in the subject line of the message.

Q: Does Park Ridge Health have plans to provide inpatient pediatric care?

A: Park Ridge Health has become a leading place in Wnc to have a baby, and many have asked if we will also become a pediatric center for kids who need hospitalization. At Park Ridge, we are committed to being world-class in everything that we do, so it is very important to have strong volume in order for caregivers to maintain quality in their skills and expertise. We will not move to an inpatient pediatric service line until the volume demand can support a world-class experience here at Park Ridge. currently, most of our pediatric needs are well met at Mission children’s Hospital in Asheville.

Q: Will Park Ridge Health offer heart surgery anytime soon?

A: Most markets the size of Wnc have multiple options for heart surgery. Had St. Joseph’s not been dissolved by Mission in the 1990’s, I believe we would have two competing heart programs within the region. It is possible that another program will in time emerge in Wnc, but it will take a partnership of several local hospitals to be able to provide the volume needed to ensure that the program is world-class. I don’t see this happening any time soon, but it is a possibility in the years to come.

Q: Will Park Ridge ever provide child care?

A: In 2010 we conducted a survey and found that 104 team members said they would take advantage of child care if it were close to the hospital. the local area has a shortage of quality child care options, and we believe a facility located near Park Ridge would thrive. We are very open to working with an existing care provider or a national chain to provide care options close to Park Ridge. We aren’t currently in a position to commit resources to building and staffing a care center, but we are very willing to talk with anyone who is interested launching a new business to meet these needs!

Q: What is the difference between a COPA and a CON?

A: COPA stands for certificate of Public Advantage, and it is the agreement between Mission and the State of north carolina that allowed them to remove competition from the Asheville market by eliminating St. Joseph’s Hospital back in the 1990s. It was supposed to provide certain protections to the people of Wnc by limiting Mission’s growth and monopoly. this agreement clearly hasn’t worked as planned, and that is why the State is looking into the coPA.

CON stands for certificate of need. north carolina is a con state, which means all organizations that want to provide certain health care services must obtain approvals from the State. the idea behind con law is that increasing health care costs may be controlled by governmental restrictions on the unnecessary duplication of new medical facilities and services. this is why Mission’s application to provide endoscopy services on the county line was turned down. the state saw it as a gross duplication of already existing services.

Q: Are Wellness Points available to PRN team members?

A: Full-time and part-time employees at Park Ridge Health are eligible for benefits. one benefit Park Ridge now provides is financial incentives toward a healthy lifestyle. our Wellness Points system provides up to $600 per family each year for participating in the many programs aimed at inspiring health and wellness. PRn team members are encouraged to participate in the same programs, many of which are free, but until they become full-time or part-time team members, they will not be eligible to participate in the Wellness Points program.

Tuesday, February 7 | 5:15 p.m.Park Ridge Health at Laurel Park

Wednesday, February 8 | 8:30 a.m.Home Health office (for Home Health and Brownsberger Building Associates)

Wednesday, February 8 | 5:15 p.m. Southeastern Sports Medicine, S. Asheville

Thursday, February 97:30 a.m., 10 a.m., 12:30 p.m. Duke Room

6:30 p.m. the Health Adventure

FEBruAry TOWN HALL SCHEduLE

you ASkED. WE LIStEnED.Town Hall Q&A

Park Ridge Perspective 5

Tuesday, February 7 | 5:15 p.m.Park Ridge Health at Laurel Park

Wednesday, February 8 | 8:30 a.m.Home Health office (for Home Health and Brownsberger Building Associates)

Wednesday, February 8 | 5:15 p.m. Southeastern Sports Medicine, S. Asheville

Thursday, February 97:30 a.m., 10 a.m., 12:30 p.m. Duke Room

6:30 p.m. the Health Adventure

FEBruAry TOWN HALL SCHEduLE

Ambassador of

A TribuTe To MonTAnA Wilds“He loved people, and people loved him,” says Brenda. “Women who were in too much pain to walk would jump out of bed to see Montana.”

Brenda discovered early in Montana’s career that he even had a talent for diagnostics.

“Montana had a knack for giving the most love to patients with dissociative identity disorder,” Brenda laughs. Pretty soon, she says, “the Montana test” was a popular term among hospital staff.

In november, Park Ridge Health awarded Montana with a plaque commemorating his 10 years of loyal service to patients and staff on the behavioral health unit – just in time for his 15th birthday. He’s enjoying the comforts of home, a well-earned reward for a well-remembered career.

Montana Wilds gave no less than a full lifetime of service before he retired last fall. His job description? Not typical. Walk the halls of the hospital looking for patients to visit. Wag. Comfort. Just be there. As Park Ridge Health HOPE Program’s therapy dog, Montana’s work required no script – and no salary, besides regular head scratches, and hugs.

“From the time I got Montana, I knew I wanted him to be a therapy dog,” says Brenda Wilds, Montana’s owner and the supervisor of activity therapy on the HoPE unit.

Brenda was assured of Montana’s gift when she took him to Glacier national Park 11 years ago and they came across a group of kids on a field trip.

“A whole busload of little children with developmental issues surrounded Montana,” Brenda explains. “they were all petting him, and he just sat there – peacefully.”

A few months later, Montana started his career as a therapy dog at Park Ridge Health. Donning a Park Ridge bandana and his own ID badge, the 60-lb. husky mix delivered countless smiles, lifted spirits and small miracles every day for the next 10 years.

“Patients would say, ‘you know, I never liked dogs, but gosh, he’s a beautiful dog,” says Brenda.

Brenda doesn’t hesitate to share stories of what she calls “miraculous times” with Montana.

“the first time I brought him, it was christmas of 2000,” Brenda explains. “We had a very suicidal patient on the women’s unit who was under supervision in the hallway.” thinking the patient was asleep, Brenda walked by with Montana. “the patient said, ‘can I see your dog?’ I wondered how this was going to work. But she patted the mattress, and Montana laid down beside her for 20 minutes.”

Brenda keeps a collection of SHARE cards and thank-you notes written to Montana – the “christmas dog,” the therapist, the listener.

Thanks, Montana!

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We

llne

ss Park Ridge Health 2011 Christmas Gala!

Shannon Capps was a race volunteer for years before she decided to try running for herself. Now, she has her eye on the finish line of good health.

Shannon capps, an insurance account representative for Park Ridge Medical Associates, used to consider herself a “gym rat,” but never a runner. But when she started volunteering at local races in 2004, including Park Ridge Health’s FrostBite 5k, Shannon was bitten by the running bug. three years later, she trained for her first 5k – the FrostBite – with a small group of women sharing the same goal.

“It was usually cold, wintry and dark when we were running,” Shannon laughs.

An asthma sufferer, Shannon says training wasn’t easy. “I kept my inhaler close by.”

When Shannon crossed the finish line at the FrostBite 5k a few months later, it wasn’t the end of her quest, but the start of a new way of life.

“After the FrostBite, I ran a 5k every month,” says Shannon. “Since then, I’ve tried to run a marathon every year.”

Most recently, she completed the Blue Ridge Relay Race, along with a team of 11 other women. It took the group 32 hours to finish the 208-mile run.

from sideline to FiNiSH LiNE

“We did it just to finish – not to place or win,” Shannon says.

For Shannon, the benefits of running have gone far beyond the thrill of the finish line – training has strengthened her lungs, leaving her less dependent on medication.

“I used to use my inhaler three times in 35-minute run,” Shannon explains. “now, I only pre-medicate five minutes before my run.”

She started on the sidelines, but now Shannon plans every day around her runs – and encourages others to get in the game.“A lot of runners I meet in races started as volunteers,” she says. “If you can walk 30 to 45 minutes without stopping, then you can train for a 5k.”

Run for Great Health!Register online at www.prhfrostbite.com• Family Fun Event, including 1-mile Fun Run/Walk

• Check-in from 1:15 - 2 p.m. at the Lelia Patterson Center

• 1-mile Fun Run/Walk begins at 2:05 p.m.

• 5K & 10K Races start at 2:30 p.m.

• Race starts and ends at the Lelia Patterson Center

All-new course • Bib timing • Easy parkingAll race proceeds will benefit the Park Ridge Health

Wellness on Wheels (W.O.W.) program.

The Park Ridge Review

Shannon Capps, second from left, with her team at the 2011 Blue Ridge Relay.

Thumbs up: Record-breaking HCAHPS scores at Park Ridge

Thumbs up: New ways to earn cash through the Wellness Points program

Thumbs down: Flu season in full swing

Park Ridge Perspective 7

Park Ridge SNAPSHOTS

JANuARY/FEbRuARY bIRthdays!

Park Ridge Health 2011 Christmas Gala!

Thumbs up: Marketing & Communications team wins big at CHPRMS

Thumbs down: Working off holiday pounds

Thumbs up: FrostBite 5K, 10K and Fun Run just around the corner

Ashley Moore ...............................1/1

Janice cobb ................................1/2

Linda Lauzon ................................1/2

Julianna olup ..............................1/2

christopher taulbee ....................1/2

Julia covington ...........................1/3

Vera Ann kilgore ..........................1/3

Joy Schieve ..................................1/4

Zoie Brytin .....................................1/4

Donna M. Dotson ........................1/4

Heather underwood ...................1/4

Deborah Parce ............................1/5

Beth cassidy ................................1/5

karen Stepp .................................1/5

Joyce todd Stepp .......................1/6

Mary Sutton ..................................1/6

Amanda cantrell ........................1/6

Dr. Sandra Schorr .........................1/6

karen Schreiner ...........................1/6

Antonette theresa

cunningham ................................1/6

claude Steven Rogers ................1/7

Jimm Bunch .................................1/7

Rachel Haynes ............................1/7

Patricia Boeckler .........................1/7

Lawrence Wadsworth .................1/9

tara Matthews .............................1/9

carol Wilson .................................1/10

Suzanne terpstra .........................1/10

teresa Heatherly ..........................1/10

kristoffer Leamon .........................1/10

George Merz ................................1/11

Marion Purcell Whatley ...............1/11

carolee Maxson ..........................1/11

Erin Vest .........................................1/11

Dollie Lewis ...................................1/11

Andrea McGraw .........................1/11

Darby kelley .................................1/12

Priscilla Price Smith ......................1/12

Dee Anne Dickson ......................1/12

Jason Wells ...................................1/12

cassandre Marie Adams ...........1/13

Joy Mccall ...................................1/14

katherine Weaver .......................1/14

Glenda tapper ............................1/15

Jessica Rowe ...............................1/15

Sandra Holbert ............................1/15

Jody Moren ..................................1/15

Lora kerr .......................................1/15

Dr. James thompson ...................1/15

Jill Hill .............................................1/16

traci Fleming ................................1/16

Susan Sweet .................................1/16

Ellen Honea ..................................1/17

Martha Barnwell ..........................1/18

Priscilla Strickland ........................1/18

kendra Brooke Locklear .............1/18

Douglas Burke ..............................1/18

Alisshia Staton ..............................1/18

Vanessa Murray ...........................1/19

Elsa cramer ..................................1/21

Evyonne Emory ............................1/21

catherine Hall ..............................1/22

Stephanie Ann Marotta ..............1/23

Susan Moody ...............................1/25

Laura Jayne Rainey ....................1/25

Robert Harvey..............................1/25

charlotte Willix .............................1/25

Vanessa Danielle Davis ...............1/26

Janice Parker ...............................1/26

Vicki Morgan ................................1/26

carol Hill .......................................1/26

Janice Evans ................................1/27

Eva Justice ...................................1/28

David Marziale.............................1/28

Juana ornelas .............................1/28

Darrell Hoffman ............................1/29

cynthia Lance .............................1/29

kelley Husk ....................................1/29

candice cowart .........................1/29

Leslie Gordon ...............................1/29

Lori Robbins ..................................1/29

Margaret Henneke ......................1/29

Wendy Miller ................................1/30

Rhonda Egerton ..........................1/30

Susan Mabe .................................1/30

threcia Haas ................................1/31

Jessica Girmann ..........................1/31

Gloria Schultz ...............................1/31

Milagros tan .................................1/31

Rose Sikora ...................................2/1

Martha thompson .......................2/1

Diane Snell ...................................2/1

karissa cooper ............................2/2

catherine Fleet ............................2/3

Dylana Rector..............................2/3

Graham Fields .............................2/3

Lynn Stewart kester .....................2/4

Maribeth crawford .....................2/4

kathy caldwell Duncan .............2/4

Phyllis Malone ..............................2/4

Dr. Mary Lorena Wade ................2/5

karen cooper ..............................2/5

carol chandley ...........................2/6

Annie Lance ................................2/6

Dr. Jennifer Wilhelm .....................2/7

kim Strout......................................2/8

Jennifer Johnson .........................2/9

Suzanne thomas ..........................2/9

Debra Dillingham Davis ..............2/10

Beverly collins ..............................2/10

Dorothy Beaver ............................2/10

Imelda Amanda Jimenez...........2/10

Faye cullen ..................................2/11

Jennifer Edney .............................2/11

carrie Davis ..................................2/11

chelsea Fowler ............................2/12

Ashley Boutwell ............................2/12

Felecia taylor ...............................2/13

carmen conley ...........................2/13

Lisa Sizemore ................................2/13

Sharon Sanders McGraw ...........2/13

Jennifer Roberts ...........................2/13

James champ .............................2/13

Denise tompkins ..........................2/14

Shirley kilgo ..................................2/14

Edwin Waldrop, Jr. ........................2/15

Velma Smith .................................2/15

Patricia Ann Hutchinson .............2/16

Amanda Landers ........................2/16

Monica Beresford ........................2/16

Arthur Dotson ...............................2/16

carol Robinson ............................2/16

Anna Paulette Love ....................2/17

Alison Jackson .............................2/17

kendra Judd ................................2/17

Lisa Jean Zanzig ..........................2/17

cynthia Effler ................................2/18

Sereitha Miller ..............................2/18

christy Mandrell ...........................2/18

Shannon Shelton .........................2/18

Judith Silver ..................................2/18

Denese Williams ...........................2/19

kelli king........................................2/19

cindi tryon....................................2/20

chloe McGlasson ........................2/20

Wendy Wilkie ................................2/20

Julie Palmer ..................................2/20

Barbara Rice ................................2/21

Laura Sword .................................2/21

camy Horrell ................................2/21

James carter ...............................2/21

Jimmy core ..................................2/22

kristin Seifried ...............................2/22

Angela Mills ..................................2/22

kristen Vaughan ..........................2/22

Mya o’Brien .................................2/22

Donna Wilson ...............................2/23

Wendy Swangim .........................2/23

Linda Stirk .....................................2/23

tracy Lynn Love ...........................2/23

Dr. Robert Lane Godsey .............2/23

Angela komorowski ....................2/23

James naile .................................2/23

Judith Bradley ..............................2/24

Virginia Robles .............................2/24

Brooke Williams ............................2/24

Dr. Justin towle .............................2/24

Shawn Boatright ..........................2/25

Melissa church ............................2/25

Burdell Hanna ..............................2/25

Amanda Gates ...........................2/26

James Lee ....................................2/27

nikkia Whiteside...........................2/27

kaylen Francies............................2/27

Dana Meadows ..........................2/27

Mary Woods .................................2/28

Sarah Brown .................................2/28

Raymond Diaz .............................2/28

Jessica Braun-Ferris ......................2/28

Sandra Root .................................2/28

Joyce Hampton ..........................2/29

Shannon Capps, second from left, with her team at the 2011 Blue Ridge Relay.

Thumbs down: Flu season in full swing

Perspective Editorkirsten Houmann, kirsten.houmann@ahss.org

Layout and DesignMelissa Sweeterman

Thoughts and Thank YousJeannie Moore-Payne, R.T., with WWII veteran John Rhodes, who served in the battle of Omaha Beach on June 6, 1944. In recognition of his service, Jeannie brought John a commemorative hat and medal during his hospital stay. Hats-off to Jeannie for going the extra mile!

Physician Presentations

dr. Charlotte Riddle, Park Ridge Pediatrics

“Touchpoints: Addressing Challenging Behaviors in Children”

6 p.m. at The Health adventure

dr. Lane Godsey, Park Ridge Psychiatry

“stress Management”

Noon in the Park Ridge Health duke Room

Wellness Events for January/February 2012To register for the following events, please call 855.PRH.LIFE.

CREATION Health Series • FREEThis class series addresses health from a Christian perspective through the following “8 Laws of Health”: Choice, Rest, Environment, Activity, Interpersonal Relationships, Outlook, Nutrition and Trust. Each participant receives a copy of CREATION Health Discovery, a Christian guide to health and harmony.

Tuesdays, March 6 - april 24, 5:30 – 6:30 p.m.

In the Wellness department at 50 doctor’s drive, suite 2

Smoking Cessation Course • FREEThis smoking cessation series is designed by the American Lung Association (ALA) and administered by Park Ridge Health Wellness Certified Instructors. This course is considered the gold standard for smoking cessation. Seven-week program with a total of eight sessions (one week has two sessions). Each session lasts approximately 1½ hours. Each participant receives an ALA workbook.

Mondays, January 9 - February 20 and Wednesday, February 1 (extra day for Quit Week) from 5:30 - 7 p.m.

In the Wellness department at 50 doctor’s drive, suite 2

Women’s Heart Health • FREE Are you stressed and lacking balance in your life? Do you think heart failure can’t happen to you? Are you a busy career mom who rarely slows down to take time for herself? This presentation may be the most important time you have set aside in a long while. Julie Palmer, Park Ridge Wellness Coordinator, will share with you how your lifestyle is putting you at risk for heart disease, and “must-do’s” to prevent you from becoming a statistic!

Thursday, February 2, 6 p.m. - 7 p.m.

The Health adventure in Biltmore square Mall

JAN

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FEB

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upcoMing evenTs