Commitment to Community
P R E S B Y T E R I A N H E A LT H C A R E S E R V I C E S 2012 REPORT TO THE COMMUNITY
The members of the Presbyterian Healthcare Services Board of Directors are (back row, from left): Brian Burnett; Tom Roberts, MD; George Isham, MD; (middle row, from left): Frank Figueroa; M. Ries Robinson, MD; Jennifer Thomas; (front row, from left): Jim Hinton; Sandra Begay-Campbell; Elaine Papafrangos, MD; Kathie Winograd, PhD, chair; Charles Milligan.
For 104 years, Presbyterian Healthcare Services has been a part of the New Mexico landscape. Our story began when a Presbyterian minister by the name of Hugh A. Cooper saw a need in the community and dedicated himself to meeting that need. Reverend Cooper’s actions established the framework for Presbyterian’s longstanding commitment to community, and it’s a legacy our 9,600 employees dedicate themselves to each day. We are New Mexico’s only fully integrated, private, not-for-profit healthcare organization and our purpose is to improve the health of the patients, members and communities we serve. We do that in a number of ways: through the exceptional care our physicians, nurses and other employees provide at our hospitals and clinics; by providing health insurance to employers large and small, individuals, Medicaid managed care recipients and Medicare enrollees; through our community outreach, community health efforts and community giving; and by continually seeking to improve, innovate and implement successful strategies. We are not only committed to community but we also are governed by community, as you can see in the above photo and on Page 15. The following pages offer a glimpse of our recent accomplishments and milestones. I hope you’ll notice that whether we are pioneering national reforms, introducing quality-enhancing initiatives or remodeling a building, our patients and members are at the center of our focus. That commitment to community dates to 1908. And at Presbyterian, we take our commitments seriously.
Jim Hinton President and CEO Presbyterian Healthcare Services –2–
When it comes to Presbyterian’s values, “People First” is at the top of the list for a reason. Caring for people is what we have done since before New Mexico was granted statehood.
COMMITTED TO SERVING PEOPLE
“I’m at Presbyterian because of the people I work with and the people I get to care for.” – Dusty Chavez, a 15-year Presbyterian employee who is the Director of the Patient Placement and Transfer Center
“Erica, my coach, made me feel special as a person and made me feel like my children are important to Presbyterian.” – A Santa Fe mom after being offered one-on-one education about her Salud plan and help getting her family started with Primary Care Providers. She had never had insurance before.
“Working for Presbyterian is more than a paycheck. It’s so important to be part of our members’ lives. I can help people get what they need. Every day my job is rewarding.” – Cathy Candelaria, who has worked for Presbyterian for 30 years, currently in Medicaid Programs Administration
“We really like Presbyterian’s doctors, hospitals and clinics. We always feel really cared for by everyone.” – Mom, Megan, and Tushar Dandade, MD, Ob-Gyn, Presbyterian Medical Group, Rio Rancho
“I would not be alive today if not for my Presbyterian Salud plan. And Jean, my case manager, she is honestly one of my angels ... I know she really cared.” – Mark Rodriguez, a Santa Fe native whose stonecutting hobby cost him his lungs. With Presbyterian’s help he was given a new set of lungs and a new lease on life.
“I like taking care of people. … That’s what we’re here for, to take care of our people, our elders and our loved ones, … ” –Imogene Zuni, radiographer and 40-year Presbyterian employee
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At Presbyterian, we expect excellence of ourselves because we know the patients, members and communities we serve expect it of us.
COMMITTED
TO
EXCELLENCE I n
C linical
Q ualit y
In an American Hospital Association comparison of the top 250 health systems in the United States on publicly reported clinical core measures, readmissions, mortality rates and patient satisfaction, Presbyterian is ranked 57, an improvement of 144 places in four years. Our focus is on using quality tools that improve clinical results, evidence-based medicine and evidence-based care design.
Three of Presbyterian’s eight hospitals – Lincoln County Medical Center, Plains Regional Medical Center and Socorro General Hospital – were recognized by the Joint Commission as “Top Performers” on key quality measures
Lincoln County Medical Center in Ruidoso received the Brilliant Torch Award from the New Mexico Medical Review Association for achieving 100 percent on clinical core measures
Presbyterian Española Hospital received a Hospital Safety Score of “A” from the Leapfrog Group, an independent national nonprofit operated by employers and other large purchasers of health benefits
Presbyterian Cancer Network was nationally accredited in radiation therapy and medical oncology
Presbyterian Hospital received the Platinum Performance Achievement Award from the American College of Cardiology Foundation for implementing a higher standard of care for heart attack patients
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Presbyterian Medical Group exceeded or met national averages in 22 of 32 clinical quality measures, including three diabetes control measures
Modified Early Warning System implemented, helping caregivers identify patients who need advanced clinical attention before their conditions deteriorate
Unnecessary admissions for deep venous thrombosis management reduced to less than 3 percent
Length of stay for total joint replacement patients decreased 25 percent
Hospital admissions for pediatric asthma patients reduced by 32 percent
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COMMITTED
TO In
EXCELLENCE
C ust o mer
satis f acti o n
The Presbyterian Customer Service Center received 1.7 million calls and had a satisfaction rate of 96.9 percent
Presbyterian Hospital was awarded the Consumer Choice Award by National Research Corporation for the 17th consecutive year
Presbyterian Health Plan met or exceeded annual customer satisfaction performance targets
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Presbyterian is the most preferred
healthcare organization in New Mexico, according to an independent research firm
Plains Regional Medical Center was one of 20 hospitals nationwide to receive the Top Improver Award from Press Ganey, the healthcare industry’s leading independent vendor of patient satisfaction measurement and improvement services
Presbyterian was the most trustworthy
healthcare organization in New Mexico for the fifth year in a row, according to an independent research firm
Presbyterian Medical Group ended the year with a mean score of 91.4 in patient
satisfaction
Urgent Care decreased length of patient visit time by 27 percent
Plains Regional Medical Center
Emergency Department reduced patient length of stay by 32 percent
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MILESTONES2012MILESTONES2012MILESTO
Presbyterian starts serving 16,000 Medicare patients as part of its role as a Pioneer ACO
As part of its community health commitment, Presbyterian Hospital becomes home to a Growers’ Market Volunteer Services celebrates its 60th anniversary
Presbyterian President and CEO Jim Hinton is named chair-elect of the American Hospital Association
Presbyterian Rust Medical Center in Rio Rancho, Presbyterian’s newest hospital, expands by opening a fifth floor –8–
Groundbreaking is held for a Physicians Office Building at Lincoln County Medical Center
Presbyterian maintains its AA financial rating A new primary care clinic opens at Dr. Dan C. Trigg Memorial Hospital in Tucumcari Presbyterian Española Hospital opens a 34-bed patient tower
NES2012MILESTONES2012MILESTONES2012
Remodeling work begins at Presbyterian Kaseman Hospital in Albuquerque to renovate operating rooms and units associated with preoperative and postoperative care
Work begins on a new medical office building in Socorro
Presbyterian enters into agreements with major employers to deliver care in new ways
Albuquerque Ambulance celebrates its 40th anniversary
Lincoln County Medical Center begins offering local orthopedic services and surgery
Presbyterian leaders across the state engage schoolchildren in wellness activities and education in a Day of Service
Presbyterian acquires MD Urgent Care, expanding urgent care offerings in the Albuquerque area
The Rev. Hugh A. Cooper Center, Presbyterian’s new administrative building, welcomes the first employees
Presbyterian partners with T-Systems to transform the organization’s IT environment
Presbyterian Health Plan is the only locally owned health plan selected to participate in Centennial Care, New Mexico’s expanded Medicaid program
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Presbyterian is a leader in integrated healthcare and provides New Mexicans with hospitals, a health plan and a medical group of primary care and specialty physicians. Through that connection, we offer patients a seamless continuum of care, manage care in cost-effective ways, and make meaningful changes that improve value for customers and increase organizational performance. We are continually working to offer programs and services that improve quality and lower cost.
COMMITTED TO INNOVATION AND INTEGRATION Presbyterian remained among the national leaders in innovative healthcare delivery methods with its Hospital at Home® program. More than 630 patients have been treated at their homes instead of in the hospital under the program that Presbyterian Health Plan developed in partnership with The Johns Hopkins School of Medicine. Implementation of Presbyterian’s electronic health record at our 36 ambulatory clinics was completed in 2012. Rollout of the system in our eight inpatient settings has begn and will be finalized in May 2014. The electronic health record will link all of Presbyterian’s hospitals and clinics with one financial and medical record, meaning there will be just one record for each patient. It also will support our emphasis on evidence-based medicine and best practices, resulting in safer and more cost-effective care for our patients. Presbyterian Health Plan members with certain diagnoses are managed through our Disease Management or Care Coordination program to improve quality outcomes, increase patient self-management skills and reduce health care costs. In 2012, –10–
these integrated interventions resulted in an estimated cost savings of more than $20 million. With the establishment of a Discharge Call Center, Presbyterian has made a significant investment to ensure that patients discharged after receiving inpatient or emergency services are contacted within 72 hours of leaving the hospital. In 2012, the nurses who staff the center reached out to more than 35,000 hospital and 21,000 Emergency Department patients to assist patients and families with a safe transition to home, provide education as needed, reinforce discharge instructions and seek opportunities for improvement.
In an effort to transform primary care, improve quality and reduce costs, Presbyterian Health Plan has funded $1.3 million in grants to pilot Patient Centered Medical Homes among medical practices in several New Mexico communities that provide care for about 40,000 Presbyterian Salud (New Mexico’s Medicaid managed care program) members. Among the innovations in care are group visits, telephone appointments, promotoras (community health educators who help educate and support patients and their families) and care managers. Early results demonstrate improved preventive screening and chronic care management.
Presbyterian’s commitment to community health doesn’t stop when patients leave our hospitals or clinics. We are actively engaged as an organization in community health initiatives and conversations.
COMMITTED
TO
C O M M U N I T Y H E A LT H In 2012, community health forums were held in the areas in which we have hospitals as part of our Community Health Needs Assessment process. Based on feedback from forum participants, we refined the community health priorities we will focus on in the development of an implementation plan for 2013-2016. Presbyterian’s three priorities are healthy eating, active living and preventing unhealthy substance use. Presbyterian Hospital began hosting a weekly Growers’ Market in 2012 that had more than 345 shoppers each day that it was open. It will continue in 2013. In October, approximately 400 Presbyterian leaders participated in a Day of Service by visiting local schools to promote health and fitness. They led wellness activities and education efforts for about 5,000 students. Health education is provided in a number of areas by Presbyterian professionals. Among the classes offered are programs on aging issues for seniors, baby basics and beyond for new parents, breastfeeding for new moms, infant CPR, arthritis management programs and cancer support sessions. In addition, Presbyterian is represented on numerous health boards and councils in the communities we serve.
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From providing unreimbursed care to creating jobs and having a workforce dedicated to giving, Presbyterian’s community impact is felt by all.
COMMITTED
TO
C O M M U N I T Y H E A LT H
More than $27.6
million* in free medical care More than $19.7 million* in uncompensated care 95,000 hours of
volunteer service valued at $2.1 million
$11.5 million investment in Presbyterian Kaseman Hospital remodeling, leading to 125 to 150 construction jobs over the course of the project
$5.9 million investment in new 23,000-square-foot medical office building in Socorro, creating up to 100 construction jobs during the project’s duration
$1.58 million in employee donations to United Way $65,000 to Albuquerque Healthcare for the Homeless
*Estimated, based on cost –12–
COMMITTED TO NEW MEXICO More than 9,600 employees
11,900 physicians and practitioners More than 600 employed providers More than 600 volunteers in central New Mexico
in our Presbyterian Health Plan network
2,744 nurses 8 hospitals in 7 communities: Albuquerque, Clovis, Española, Rio Rancho, Ruidoso, Socorro, Tucumcari
1,171 licensed hospital beds 36 Presbyterian Medical Group multispecialty clinics in 10 communities: 8 Urgent Care clinics, including a Pediatric Urgent Care, in the Albuquerque metropolitan area
Albuquerque, Belen, Capitan, Clovis, Corona, Española, Los Lunas, Rio Rancho, Ruidoso, Socorro
10 Patient-Centered Medical Homes in 4 communities that have received 5 Home Healthcare Programs in 5 communities: Albuquerque metropolitan area, Clovis, Española, Socorro, Tucumcari
3 ambulance services in
Level 3 National Committee for Quality Assurance recognition: Albuquerque, Rio Rancho, Belen, Los Lunas
4 hospice programs in 4 communities: Albuquerque metropolitan area, Clovis, Socorro, Tucumcari
3 communities: Albuquerque metropolitan area, Española, Ruidoso
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Presbyterian is proud to touch so many lives in so many ways. Our integrated approach to healthcare results in consistent quality and leads to exceptional experiences for our patients and members.
COMMITTED TO OUR CUSTOMERS
Nearly 670,000 customers
7,174 newborns
More than 1.3 million doctor’s office visits
More than 20,000 patients using MyChart on phs.org
181,167 Emergency Department visits
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More than 417,000 health plan members
More than 12,000 inpatient surgeries
Presbyterian is owned by the communities we serve and governed and guided by community leaders who volunteer to serve on our boards of directors. These individuals donate their time, energy and expertise. We thank them for their commitment to their communities and to Presbyterian’s purpose, vision, strategy and goals.
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Presbyterian exists to improve the health of the patients, members and communities we serve. Visit phs.org to learn more