Good Day Ascension - Summer 2017

Good Day Ascension

FOR A SSOCIATES OF OUR ONE INTEGR ATED MINISTRY / SU MMER 2017

Passing the Torch ASCENSION RECOGNIZES TWO INSPIRING LEADERS AS EACH BEGINS A NEW JOURNEY

INSIDE:

The Power of Listening: Listening is helping to transform nursing, change the workplace, improve patient and family experience, support new mothers, and build new connections. It is also reflected in Ascension advertising.

WELCOME

WE’RE LISTENING

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“The future is bright because of the work you do each and every day living our Mission and Values as One Ascension.”

ourage is what it takes to stand up and speak; courage is also what it takes to sit down and listen.”

This line attributed to Winston Churchill resonates at Ascension, where we are blessed to have leaders who are sitting down and listening to the voices of our associates — to your voice.

This edition of Good Day Ascension magazine profiles a number of our integrated ministry’s ongoing efforts to foster engagement and dialogue with and among our associates. Initiatives include myVoice pulse surveys, a direct line to President and CEO Anthony Tersigni via his TonyDirect@ascension.org email address, and our Good Day Ascension family of communication channels — web, magazine and podcast — which has helped connect associates and spread best practices.

Inside these pages, you’ll also learn how listening is helping transform nursing across Ascension.

And you’ll read about Bob Henkel — a great leader and a great listener, who is retiring after serving Ascension from its earliest days. Among other topics, Bob offers his thoughts on the future of our national health ministry.

Spoiler alert: The future is bright because of the work you do each and every day living our Mission and Values as One Ascension.

As always, we welcome your feedback at GoodDay@ascension.org.

Like Churchill, we’re listening.

Nick Ragone, Esq. Senior Vice President, Chief Marketing and Communications Officer, Ascension

Good Day Ascension / Summer 2017 - Issue 4

Our Mission: Rooted in the loving ministry of Jesus as healer,

Good Day Ascension is published by Ascension Marketing and Communications for associates and family members across our integrated national health ministry. Stories in Good Day Ascension support our One Ascension journey and reflect the commitment of associates, physicians and volunteers across the health ministry to provide compassionate, personalized care to all, with special attention to persons living in poverty and those most vulnerable.

we commit ourselves to serving all persons with special atten-

Executive Editor: Nick Ragone, Esq., nick.ragone@ascension.org

nities. We are advocates for a compassionate and just society

Editor: Ted Siegel, ted.siegel@ascension.org Design and Production: dcpubs.com To share comments, ask questions or suggest articles for Good Day Ascension, please email GoodDay@ascension.org, or send a note to Editor, Good Day Ascension, Ascension Marketing and Communications, 101 S. Hanley Road, Suite 1100, St. Louis, MO 63105.

All content copyright 2017 Ascension. Republication or any other use of the contents of Good Day Ascension without the express written consent of Ascension is prohibited. Any reference to or depiction of a product or service does not constitute or imply an endorsement by Ascension. Online version available at Ascension.org/goodday.

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tion to those who are poor and vulnerable. Our Catholic health ministry is dedicated to spiritually centered, holistic care which sustains and improves the health of individuals and commuthrough our actions and our words.

CONTENTS

FEATURES 12 Passing the Torch On July 1, Patricia A. Maryland, Dr.PH, succeeded Robert J. Henkel, FACHE, as Executive Vice President, Ascension, and President and Chief Executive Officer, Ascension Healthcare.

16 The Power of Listening During times of rapid change, listening and understanding are vitally important. Here are some ways Ascension promotes a culture of listening.

20 Shared Message Following months of research, Marketing and Communications leaders across Ascension present a new marketing campaign adaptable to every Ministry Market, service line and site of care.

22 Delivering on Our Promise The root of One Ascension is providing compassionate, personalized care, and supporting that Mission is the core work of the Person and Family Engagement Team.

24 Operation Transformation Ascension nurses make up one of the largest nursing workforces in the nation, and a comprehensive nursing engagement plan targets retention and recruitment strategies.

26 Blanket of Love Dinner and group sessions on prenatal care and parenting are the foundation of Blanket of Love in Milwaukee.

Seton Medical Center Hays, in the Ascension Texas Ministry Market, welcomes hundreds to its Medical Mission at Home event.

DEPARTMENTS 4 Mailbox Our patients and families share letters of thanks to caregivers throughout our health ministries.

5 Inspiration Associates reflect on their own spirituality at work, showing shared values across Ascension.

6 Up Front Ascension-­branded patient care centers open in Michigan and Wisconsin, as does the new Dell Seton Medical Center at The University of Texas. … Extra food is donated to those in need. … Learn about Medical Mission at Home events in Texas, Alabama and Kansas.

10 Getting to Know You Meet The Rev. Dennis Holtschneider, CM, EdD, who serves as Ascension Executive Vice President/Chief Operations Officer.

11 Wellness Now Two Ascension ministries provide creative examples of wellness at work.

28 News from the Ministries Get the latest news from Ascension health ministries, community health centers and subsidiaries.

ON THE COVER:

Good Day Ascension

FOR A SSOCIATES OF OUR ONE INTEGR ATED MINISTRY / SU MMER 2017

Robert J. Henkel, FACHE, is happy to see leadership of Ascension’s Healthcare Division pass to Patricia A. Maryland, Dr.PH.

34 Last Word Read up on Ascension gear and a few stories you may have missed from GoodDay.Ascension.org.

Back Cover Gerry Lagasse talks about providing compassionate care for 41 years.

Passing the Torch ASCENSION RECOGNIZES TWO INSPIRING LEADERS AS EACH BEGINS A NEW JOURNEY

INSIDE:

The Power of Listening: Listening is helping to transform nursing, change the workplace, improve patient and family experience, support new mothers, and build new connections. It is also reflected in Ascension advertising.

Know an interesting story about a program, an associate or a physician — or yourself? Send it to us for consideration at GoodDay@ascension.org.

SUMMER 2017

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M AIL B OX

THE GOOD DAY ASCENSION TEAM WOULD LIKE TO HEAR FROM YOU ABOUT WHAT YOU LIKE IN THIS MAGAZINE AND SUGGESTIONS FOR FUTURE EDITIONS. SEND YOUR LETTERS TO THE EDITOR TO GOODDAY@ASCENSION.ORG.

THANKS FOR GOOD DAY ASCENSION My mother loves the magazine. She says that after years of wondering what I do and who I work with, she now has an idea about that.

for a job well done. This ordeal has given us a new outlook on life as we have truly witnessed the power of a caring heart.

Letter from family of Gabrielle, patient at St. John Hospital & Medical Center’s Birthing Center, Ascension Michigan

Ruth-Ann Clurman, Senior Director of Talent, Ascension Medical Group and Ascension Senior Living

LETTERS FROM THOSE WE SERVE Chaplain [Angelica] Teagle, … I have been meaning to write you a note to say thank you for the wonderful care my husband received at your hospital. Everyone there was just wonderful to him and to me during my stay, and to all our family. I have never been in a hospital where there was so much love and compassion shown. God has truly blessed you with the staff you have, the doctors, RNs, staff workers, cafeteria and house cleaning ladies. The love they showed me with hugs, holding my hand and most of all prayers. God is so good.

Thank you so very much.

Mary Letter to the St. John Medical Center Spiritual Care Department, part of St. John Health System, Tulsa, Oklahoma

We appreciate the love, hard work, dedication and compassion shown by the nurses. Each and every nurse played a significant role in the difficult process experienced by our loved one. The nurses’ earnest commitment to fulfill their duties was heartfelt from the very beginning. We are truly grateful to all

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lovely architecture, beautiful photos (and awards display) and conversation with your friendly volunteer. You certainly deserve credit for an outstanding hospital.

Janice Sacred Heart Hospital

… The evening before he [my dad] passed away, a nurse’s aide named Yvonne appeared. … She got my dad way up on his side and gave him a pillow to hold, just like a teddy bear. … She gave him, and me, peace at the time we needed it most. To me, she is an angel.

Facebook post from Julie, about Yvonne Hanson, a PCT at St. John Macomb-Oakland Hospital, Warren, Ascension Michigan

To the administration, staff and volunteers. … This is just a note of gratitude for all of you caring people and your beautiful, uplifting, spotlessly clean facility. Although I have had no medical crises requiring your attention, I have made several visits bringing in others who have. … Regardless of degree of need, each visit we were welcomed and calmed by a volunteer, taken swiftly to the first desk where a kindly, helpful Hunter [Hunter Bailey, Patient Access Rep.] and partner sent us in timely fashion to the appropriate service. The compassion given to our near-­hysterical patient [with an ax injury] calmed him immediately, and his deep cut healed with no scarring and a notable improvement in acceptance of medical help. While in your waiting area on the longest visit, I enjoyed the coffee, the

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on the Gulf, Port St. Joe, Florida, Gulf Coast Ministry Market

Ten years ago if someone would have told me I would be diagnosed with cancer and my radiation treatments would leave me with a renewed faith in humanity … I would have thought that sounded a little unlikely, crazy even. But thanks to all of you, my experience with cancer has left me with exactly that. …

This cancer center is filled to the brim with amazing, caring, intelligent people who have made me feel very special and cared for. You should all be very proud of what you do and who you are!!!

Jessica Columbia St. Mary’s, Ascension Wisconsin

In some ways for me, my diagnosis may have saved my life. … I wanted you to know that you and the [diabetes] class are a big part of why I have been successful. I know that this is something that I have to deal with for the rest of my life, but I feel like I know what to do and how to do it, and I have you to thank for that.

JJ Letter to Colleen Farrington, DSME Instructor, Via Christi Health, Kansas Ministry Market

I N S P I R AT I O N

The Spirituality of Us EACH WEEKDAY MORNING UPON OPENING THEIR EMAIL AT WORK, ASSOCIATES ACROSS ASCENSION SEE THAT DAY’S GOOD DAY ASCENSION, WHICH BEGINS WITH A BRIEF REFLECTION. MOVED BY THE SPIRIT TO RESPOND, HERE ARE A FEW WAYS ASSOCIATES HAVE REFLECTED THEIR OWN SPIRITUALITY IN THE WORKPLACE, REVEALING THE SHARED VALUES, CONNECTION AND SENSE OF CALLING THAT EXISTS ACROSS OUR ASCENSION COMMUNITY, EVEN WHEN EXPRESSED ONLY VIRTUALLY.

✙ As I approach the hospital every morning and

✙ God is good all the time. All the time God is

make my way to its entrance, I look at the vast

good. May we always remember each person’s

windows across all the buildings and pray a simple

heartbeat designates and resonates Time. Good

prayer for every single individual within those

Day indeed.

windows:

— Bill Shaffell, CHSP, Safety Officer, Emergency

“Lord, in their suffering,

Management, EoC & Safety, Seton Medical Center

may they come to know You through Your healing,

Williamson & Highland Lakes, Ascension Texas

which is Your mercy, Your love.”

✙ It is so true that we as children of God

— Mary Sherron, Gift Shop Manager & Buyer,

sometimes get impatient when we can’t see the

Saint Agnes Healthcare, Baltimore

end results. Today I choose to enjoy the journey.

— Patti Brockway, CMA, Practice Supervisor,

✙ God help us, fill us continually with YOUR spirit,

Borgess Extended Care, Borgess Palliative Care,

so that we live such a ministry.

Ascension Michigan

— Debi Hagler, Director, HR, Via Christi Village, Ponca City, Oklahoma, part of Ascension Senior Living

✙ This reached inside my heart, Touching the truth of my soul, Plumbed the well of compassion and hurt That ultimately, at the end, in understanding Bathes us all in Joy. Thank you for this beautiful reflection. It inspired me, raised me and comforted me. Blessings …

Good Day Ascension should open automatically when you start Outlook. If not, please contact your local AIS Service Desk. If you don’t use a computer daily, you can put in an AIS ticket to add the Good Day Ascension app to your mobile device.

Daily reflection content is welcomed from all associates. Submissions of prayers/reflections and comments can be sent to Sara Lee, Director, Formation, Ascension, at Sara.Lee@ascension.org.

— Nancy Q. Lewis, POCT/Education Coordinator, Seton Healthcare Family, Ascension Texas

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UP FRONT

Our Name in Lights PATIENT CARE CENTERS OPEN WITH ASCENSION NAME

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he Ascension unified name first announced in September 2016 and led by Ascension Wisconsin and Ascension Michigan took the next step when these ministries welcomed new facilities sporting the Ascension name.

Ascension Medical Group at Westwood, in Wausau, Wisconsin, is the first facility branded Ascension Medical Group in the country. The 48,000-square-foot clinic provides the greater Wausau area with an array of services, including primary and specialty care, laboratory, diagnostic imaging, pharmacy, occupational

medicine, and physical and occupational therapy.

“With the opening of this facility, Ascension Wisconsin is playing a leading role in a national effort to develop regional care that will best serve our patients, clinicians and caregivers,” said Tim Dowd, MD, Chief Clinical Officer, Ascension Wisconsin.

Across Lake Michigan, outside Detroit, Ascension Michigan opened a new ambulatory center on May 5 in Howell. The 60,000-square-foot facility is considered phase one of an effort that will potentially grow the campus in the coming years. Services

at opening are similar to those offered at the Wisconsin site.

“St. John Providence and Ascension are very proud to bring great new healthcare options to Livingston County. It’s one of the fastest-growing areas in Michigan, and one that offers a lot of opportunity to grow our brand and services,” said Jean Meyer, President and Chief Executive Officer, St. John Providence. “We’re filling a substantial need in that market area.”

“It’s been an exciting and busy six months since we announced our integrated identity and launched our brand journey in our two largest markets — Wisconsin and Michigan — which in total have about 800 sites of care and 40,000 associates,” said Nick Ragone, Senior Vice President, Chief Marketing and Communications Officer, Ascension. “Having a single Ascension brand and Mission in those two markets has been critical in bringing them together as Ascension Wisconsin and Ascension Michigan. It is beginning to connect the dots for patients on where they can receive the same compassionate, personalized care of Ascension across various sites of care in both markets.”

Ascension leaders and associates join with local dignitaries to celebrate the historic opening of the Ascension Medical Group at Westwood in Wausau, Wisconsin, on the first day of patient care. A few months later, Ascension Michigan welcomes a new outpatient center that extends care options for residents in Howell, Michigan, and surrounding communities.

A New Beginning SETON CELEBRATES THE OPENING OF ITS NEW TEACHING HOSPITAL AT THE UNIVERSITY OF TEXAS

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ne hundred and fifteen years after the Daughters of Charity opened the original Seton Infirmary in Austin, Texas, the city celebrated the opening in May of Dell Seton Medical Center at The University of Texas (UT), in the Ascension Texas Ministry Market. It was the culmination of more than a century of tremendous advances in healthcare and steadfast dedication to the Mission of Ascension.

“Our new academic medical center is the product of extensive collaboration with others in our community working to improve healthcare for all of Central Texas,” Christann Vasquez, MHA, said prior to the opening. Christann is President, Dell Seton Medical Center at The University of Texas, University Medical Center Brackenridge and Seton Shoal Creek Hospital. “More than 500 doctors, nurses and families had input to the design of the layout, technology and our processes, all with the patient first and foremost in our thinking.”

Dell Seton at UT is one of four teaching hospitals operated by Ascension

Texas — along with Seton Medical Center Austin, Seton Shoal Creek Hospital and Dell Children’s Medical Center of Central Texas — for the new University of Texas Dell Medical School. It was created as an on-campus learning environment for students at the new Dell Medical School, the first to be built at a major U.S. research university in nearly half a century. Dell Medical School is welcoming its second class of students.

Dell Seton, which replaces University Medical Center Brackenridge, is part of a broader plan to beef up the region’s healthcare infrastructure and attract more specialized doctors to the Austin area, helping fulfill the Ascension Mission by improving access to care.

Dell Seton anticipates succeeding UMC Brackenridge as the region’s only Level 1 Trauma Center for adults, the highest level of trauma care.

“The new hospital will be a state-­ofthe-art disaster management building,” said trauma surgeon Jayson Aydelotte, MD, FACS. “Not just as compared with this city, but really around the world.”

The 517,000-square-foot facility, located across the street from University Medical Center Brackenridge, features: • 211 beds (including 135 acute care and 60 critical care/universal beds), with a design to add up to 135 beds in the future • 13 operating rooms, as well as more room for diagnostic and therapeutic support • Specially designed areas for growing its neurosciences program and epilepsy care • A pedestrian- and bike-friendly campus designed to attain certification as a green building In addition to providing healthcare services, the new medical complex will help the region economically.

Experts estimate that 15,000 new jobs will be created, directly or indirectly, throughout the new medical district flourishing around the hospital.

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UP FRONT

Feeding the Hungry TOUCHPOINT PROVIDES FOOD TO NEEDY IN OUR COMMUNITIES

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scension’s efforts to care for individuals and communities often go beyond providing healthcare services by meeting other needs, consistent with our 800-year legacy.

At many health ministries across the System, the service delivered sometimes is food.

Seton Healthcare Family and Providence Healthcare Network, which comprise the Ascension Texas Ministry Market, regularly donate leftover cafeteria food to local charitable organizations. Providence donates to Caritas, a nonprofit organization that serves those who are homeless, working poor or anyone in need. Seton partnered with the Feeding America Central Texas Chapter.

Food is donated through TouchPoint Support Services, which provides environmental, food and nutrition services at all Ascension facilities.

Although TouchPoint associates make every effort to provide tasty,

nutritious meals for Ascension patients, visitors and associates without waste, there is always leftover or unused food close to expiration. Sharing that food furthers Ascension’s efforts to sustain and improve the health of individuals and communities.

Alexian Brothers Medical Center, part of AMITA Health in the Ascension Chicago Ministry Market, began its food donation program last summer, donating to the Rock and Wrap It Up program. Each night, a supervisor freezes leftovers of protein, starch or vegetables in a dedicated area of the freezer. Once a week, a driver picks up the food for local food pantries, donating about 40 to 50 pounds of food each week — an average of 100 servings.

“If it was not for this program, all this food would be discarded,” said Christophe Dabakijian, MBA, Senior Director, Food & Nutrition Department, TouchPoint Support Services. “When Blake Masterson, AMITA Health sous chef, stores leftovers in a dedicated section of the freezer for donation to the Rock and Wrap It Up program.

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you realize how many families suffer from hunger in our backyard, it is extremely saddening to see all this waste. My team is really proud of their contribution and the impact TouchPoint has on the surrounding communities.”

Even as the program benefits local residents, it also helps TouchPoint manage its resources.

“Another advantage is our chef and his culinary team really understand the importance of batch cooking,” Christophe said. “We offer the freshest food to our customers without overproducing. By keeping track of the donated food, we have managed to better control our production and eliminate waste altogether.”

A similar program is in place in Ascension Michigan, where representatives from Two Men and a Truck pick up donated food from Providence-­ Providence Park Hospital, in Southfield, and take it to local food pantry Fish & Loaves. The program was later extended to three other St. John Providence facilities: St. John Hospital & Medical Center, and both the Warren and Madison Heights campuses of St. John Macomb-Oakland Hospital.

“One of St. John Providence’s donations was distributed to eight Wayne County schools, which served 280 students,” said Patti Ramos, MPH, RD, Interim Associate Director of Food & Nutrition, TouchPoint Support Services. “Donated foods were made into ‘Power Packs,’ which included fresh produce. Only school districts deemed in need received these packs.”

UP FRONT

Mission Comes Alive at Home MEDICAL MISSION AT HOME CONTINUES TO THRIVE ACROSS ASCENSION. THE NUMBER OF INDIVIDUALS SERVED THROUGH THIS EFFORT TRIPLED FROM 2015 TO 2016.

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hrough Medical Mission at Home events, Ascension provides health and social services to those with limited access and who are struggling in the communities we serve. Medical Mission at Home got its start at Saint Thomas Health, in Ascension’s Tennessee Ministry Market.

This year, Medical Mission at Home events have already touched the lives of those who are poor and vulnerable in Texas, Alabama, Kansas and New York.

When the doors opened at 9 a.m. on Jan. 28, some in the crowd had been waiting for hours. The line wrapped around Seton Medical Center Hays, in the Ascension Texas Ministry Market. Hays is a community with many needs.

It has a high percentage of persons with diabetes, and in the nearby city of Kyle alone, about 9,000 students receive free or reduced-price school lunches. “Every single penny of my paycheck goes to bills, food and rent, so healthcare is the last thing — it’s at the very bottom of my list,” said Diane, one of hundreds who received free healthcare services at the event. “I am so grateful. There is no other way I could have these services.”

St. Vincent’s Health System, in Ascension’s Birmingham Ministry Market, partnered with Project

Homeless Connect to provide 151 individuals with foot care (foot washing and wound care) on March 4.

Lisa Waddell, MBO Specialist, St. Vincent’s Primary Care – Hoover, was one of 46 volunteers.

“Director of Mission Integration and Formation Betsy Pautler and I had the honor of washing the feet of two ex-Marines,” Lisa said. “Knowing that those feet had walked battlefields to defend me and my freedom was an experience that I cannot even begin to put into words. ...

I was touched when our words of appreciation rendered them speechless. ... I’d wash those feet again and a thousand times over!”

Low-income residents in Kansas received free healthcare earlier this year through Medical Mission at Home events sponsored by Via Christi Health.

In Wichita, 564 volunteers from Via Christi, Wichita State University, the city of Wichita and 40 community service organizations served 210 people, resulting in 122 safety net clinic follow-up appointments.

In Manhattan, Via Christi associates participated in the Kansas Mission of Mercy, where dental professionals from across the state served more than 1,100 patients who received more than $1 million in donated care.

In May, more than 70 volunteers at the inaugural Medical Mission at Home for St. Mary’s Healthcare in Amsterdam, New York, provided free basic medical care to dozens of people in need.

2016 Medical Mission at Home Snapshot

6,672 12,565 6,243 1,366 890 146

Registered participants Encounters (services provided) Volunteers (clinical & non-clinical) Prescriptions filled Referrals to permanent medical homes Enrolled in Medicaid, healthcare

marketplace or other coverage

SUMMER 2017

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Q&A

Getting to Know You EFFECTIVE JULY 1, THE REV. DENNIS HOLTSCHNEIDER, CM, EDD, SERVES AS ASCENSION EXECUTIVE VICE PRESIDENT/CHIEF OPERATIONS OFFICER, WITH OVERSIGHT RESPONSIBILITY FOR ASCENSION INFORMATION SERVICES (AIS) AND THE ASCENSION MINISTRY SERVICE CENTER (MSC), AND THE MINISTRY-WIDE FUNCTIONS OF ADVOCACY AND STRATEGY. Q: What makes Ascension so special?

A: Ascension genuinely prizes its care for the vulnerable.

For us, they’re not a financial problem to be solved (“uncompensated care”); they are our Mission, our purpose. On top of that, our Catholic mission leads us to care for people’s hearts as well as their bodies in their most frightened and fragile moments. That’s what we mean by “care.” It’s such a larger term here.

I’m also truly impressed at how our ministry has been able to reinvent itself in the face of the changing healthcare landscape. We’ve transformed our governance, structures, methods of care, strategic partners, brand identity and so much more. This change hasn’t always been easy, but our associates do it because they’re committed to serving vulnerable and underserved individuals and communities.

Q: What are you looking forward to most in your new role overseeing the MSC, AIS, Strategy and Advocacy?

A: I love working with smart people who really care about a better world. When I set out to be a priest three decades ago, I joined the Vincentians because their universities combined a care for the poor with all the tools of the intellectual life. Ascension does the same.

We assemble and then bring to bear the broadest imaginable array of expertise, and then put it to work in sophisticated ways to serve people in need.

More specifically, I enjoy strategy. I’m privileged to teach it at Harvard every summer, but I especially love the puzzle of trying to help a complex organization think through how the world is changing around it and how we should respond. Government relations are the proactive side of the strategy coin. Here, we’re doing our best to shape enlightened public policy; in short, trying to shift the world around us rather than passively reacting to that world. The MSC and AIS

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are central to everything we do on a day-to-day basis.

Their challenges affect all of us, and it will be an honor to consider how they might even better accomplish their missions.

Q: How would you describe your leadership style?

A: My style has always been to come into an organization and just keep asking questions. Mostly, that’s so I learn firsthand what I most need to know and understand.

Of course, it’s because better answers are devised by tapping everyone’s insights, but also because sometimes people will challenge you and tell you you’ve got the wrong question. That’s a great moment when you’re shaping the next direction for an organization together.

WELLNESS NOW

Keeping Well With Dr. K WELL-BEING IN THE WORKPLACE

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e’re all busy — working, running kids around, caring for elderly parents, volunteering, etc. Plus, many in healthcare work nontraditional hours. Trying to fit in time to exercise, eat healthy, mentally decompress and spiritually connect can feel impossible some days.

That’s why I feel so strongly about bringing wellness into the workplace. Our associates need help fitting these healthy habits into their daily routine. And the place where they spend the most waking hours seems like a logical place to start.

At Ascension, our wellness efforts begin with the SmartHealth Well-Being Program for those enrolled in one of our medical plans. The Well-Being Program includes various rewardable activities (to earn HRA/HSA dollars), group challenges, classes, discounts, online tools and more. This program is foundational to our efforts — but it’s just the beginning.

We rely on our ministries to give associates the opportunities and convenience they need to integrate healthy behaviors into their workday. Providence Hospital

“ Our associates need help fitting these healthy habits into their daily routine. And the place where they spend the most waking hours seems like a logical place to start.” in Mobile, Alabama, in the Ascension Gulf Coast Ministry Market, is a great example of a ministry doing just that.

Two years ago, Providence designed an indoor walking path. Associates tell me they like it because it’s a quick way to get steps in, no matter the weather.

In addition to providing exercise opportunities, Providence sought to provide access to healthier food choices. Now, every spring through summer, it hosts the local farmers market right at the hospital, giving busy associates a convenient way to buy fruits and vegetables.

Borgess Medical Center in Kalamazoo, part of Ascension Michigan, is another ministry working hard to be well. This year, as part of its annual community run, the medical center formed department teams and competed against one another for prizes. Another way it brings wellness to the workplace is through its behavior modification class, which helps associates start and stay committed to healthy behaviors.

Local efforts such as these give associates a connection, provide opportunities for feedback and keep associates motivated. In fact, these are also the reasons we introduced ministry-based Well-Being Champions.

In our roles in healthcare, we see the consequences of poor self-care on a daily basis. Who better to encourage us to care for our own well-being than our co-workers?

Michael Kobernick, MD, MS, CPE, is Chief Medical Officer, SmartHealth, which provides comprehensive medical coverage that supports the health of Ascension associates and their families.

SUMMER 2017

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Passing the Torch Moral Courage in the Midst of Transition

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ince her childhood spent traveling the world as an Air Force brat, to her time at the Cleveland Clinic, to her expanding leadership roles in Ascension, adapting to change and accepting responsibility have been a way of life for Patricia A. Maryland, Dr.PH. But as she will tell you, her transition on July 1 to Executive Vice President, Ascension, and President and Chief Executive Officer, Ascension Healthcare, was made possible largely because of Bob Henkel’s sponsorship along the way.

“Bob has really helped me evolve into a virtuous servant leader just by watching him,” Pat said. “A mentor is someone you can confide in and seek guidance from, but a sponsor is so much more. Sponsors more actively and intentionally navigate you through the challenges and obstacles you might face. Bob has been a sponsor to me in every sense of the word.”

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Robert J. Henkel, FACHE

ON JULY 1, PATRICIA A. MARYLAND, DR.PH, SUCCEEDED ROBERT J. HENKEL, FACHE, AS EXECUTIVE VICE PRESIDENT, ASCENSION, AND PRESIDENT AND CHIEF EXECUTIVE OFFICER, ASCENSION HEALTHCARE. A P ROFI L E I N CH AR AC T E R

Of all his strengths, it is Bob’s moral courage that Pat admires the most; it is a quality she hopes to continue as she leads Ascension Healthcare, she said. When she considers what Bob has meant to Ascension, she thinks about what author and radio host Dennis Prager said about goodness: “Goodness is about character — integrity, honesty, kindness, generosity, moral courage and the like. More than anything else, it is about how we treat other people.”

Two conversations exemplified Bob’s character for Pat. In 2015, when Ascension began to consider the implementation of a socially just wage, many leaders voiced concern about its financial feasibility.

“I remember Bob saying to us, ‘Let’s just think about it.

Isn’t this the right thing to do? As a faith-based organization, shouldn’t we be leading the country in terms of setting a socially just wage?’ ” Pat said. “His resolve led to action. More recently, he spoke up on behalf of Ascension

Bob Henkel Looks Back — and Forward What are your favorite memories of your Ascension time?

There are so many favorite memories! I will never forget a strategy session we had in Atlanta — I think it was in 2002 — when one of our physician leaders, Dr. Sandy Tolchin, who was with Ascension’s Borgess Health in Kalamazoo, challenged all of us in the group when he said, “We are a financially obligated group. Why are we not a clinically obligated group?” His question set the stage for the safety journey that we have been on together ever since as One Integrated Ministry.

I also will always remember my visits to our health ministries — especially the town hall meetings we hosted in so many ministries over the last few years. Meeting and talking with our associates is so inspiring — as is working with so many dedicated community leaders who serve on our ministry boards across the country.

What will you miss the most?

I think that the thing I will miss the most is working every day with a community of associates who are

“Bob Henkel has been one of the most influential and important leaders of Ascension and the entire

committed to making the lives of others better. It’s been a privilege for me to serve our Mission with gifted and talented caregivers all over the country.

healthcare industry. To state that Bob is a virtuous

Dr. Patricia Maryland is succeeding you. Can you describe

servant leader is woefully inadequate. His career and

her leadership style?

his life have defined the term. His service has been a

analytical and perhaps most of all, she is compassionate.

blessing and gift not only to Ascension, but to all of Catholic healthcare. While it is difficult to think about saying good-bye to Bob, it is an opportunity to reflect

Pat is a tremendous leader — she is engaging, relational, I couldn’t be happier that Ascension’s Healthcare division is in such great hands.

What’s next for you?

I’m going to enjoy spending less time on airplanes! But

upon the many contributions and blessings he has

more seriously, I will continue to serve the Catholic

brought to our great ministry. As a colleague and a

organization’s board. I also plan to be of continued

Health Association as immediate past chair of that

friend, I will miss him greatly.”

service to Ascension through the consulting network that

— ANTHONY R. TERSIGNI, EDD, FACHE, PRESIDENT AND CHIEF EXECUTIVE OFFICER, ASCENSION

more time to enjoy my family, and I’ll continue to look for

was recently established. I will truly appreciate having ways to add value to the world we inhabit together.

SUMMER 2017

13

Robert J. Henkel, FACHE 2012-2017 — 2004-2011 — 1998-2004 —

Executive Vice President, Ascension, and President and Chief Executive Officer, Ascension Healthcare

her strategic thinking, operational expertise and dedication to virtuous servant leadership will be a

Chief Operating Officer, Ascension Health

blessing for our associates and physicians as they

President, Great Lakes and Mid-Atlantic States Operating Group, Ascension Health

patients we are privileged to serve.”

1996-1998 —

Executive Vice President and Acting Chief Executive Officer, Mount Sinai Medical Center, Miami Beach, Florida

1995-1996 —

Executive Vice President of North Community Health Network, St. Louis Health Care Network

1992-1995 —

President and Chief Executive Officer, DePaul Health Center, St. Louis

1987-1992 —

Executive Director of the Henry and Lucy Moses Division, Montefiore Medical Center, Bronx, New York

1983-1987 —

Vice President, Sinai Hospital of Baltimore

1980-1983 —

Assistant Director, Eye and Ear Hospital of Pittsburgh

14

“As Pat takes the helm of Ascension Healthcare,

1982 —

University of Pittsburgh — master’s degree in Public Health

1976 —

Union College, Schenectady, New York — bachelor’s degree in interdepartmental economics and biology

G O O D DAY A S C E N S I O N / A S C E N S I O N . O R G

deliver compassionate, personalized care to the — ANTHONY R. TERSIGNI, EDD, FACHE, PRESIDENT AND CHIEF EXECUTIVE OFFICER, ASCENSION

Senior Living associates, ensuring that they, too, will receive the same retirement benefits as other associates — despite it being above the industry standard.”

L E ADI NG WIT H COU R AG E

Like Bob, Pat had to demonstrate her moral courage when she took the leadership position at St. John Providence in Detroit in 2008. At the time, Michigan’s economy was in a tailspin.

Unemployment was high, major employers such as GM and Chrysler were edging toward bankruptcy, and the number of Medicaid and uninsured patients soared.

“I remember getting ‘the call’ from Bob while I was at St. Vincent in Indiana. He encouraged me to consider a move to Michigan,” she said. “Upon my arrival, I could tell the assignment would demand something different from me. I would have to step up and lead with courage.”

Her first year included making staff reductions, closing a hospital and consolidating services to ensure the ability of the Michigan Ministry Market to continue the Ascension Mission.

“It was an exhausting process, but meeting after meeting, discussion after discussion, the tide gradually began to turn,” Pat said. “Today, Ascension Michigan remains a viable and vibrant Ministry Market as a result of our team effort.”

“The success of Ascension Michigan stands as a testament to the moral courage and steadfast leadership Pat maintained in the midst of adversity and transition, as she has throughout her great career,” said Ascension President and Chief Executive

Patricia A. Maryland, Dr.PH Present —

Patricia A. Maryland, Dr.PH

Officer Anthony R. Tersigni, EdD, FACHE. “As Pat takes the helm of Ascension Healthcare, her strategic thinking, operational expertise and dedication to virtuous servant leadership will be a blessing for our associates and physicians as they deliver compassionate, personalized care to the patients we are privileged to serve.”

A PA SSION FOR G ROW T H

Pat’s experience, along with her desire to continue Bob’s great work, has instilled in her a passion to develop young talent as a way to pass the torch to a new generation of associates.

“If there are individuals who are passionate and dedicated to Ascension, and embrace our Mission and bring valuable skills and experiences to this organization, we want to give them an opportunity to grow professionally within our integrated ministry,” she said.

The elimination of preventable healthcare disparities is another of Pat’s priorities.

“We believe that every person should have the opportunity to obtain full access to healthcare and that no one should be at a disadvantage because of race, ethnicity, gender identity, language, financial status or access to care. This is our Mission,” she said. “No one should be denied care as a result of socially determined circumstances. Ascension is committed to achieving equality in care, eliminating disparity and gaps in care.”

Executive Vice President, Ascension, and President and Chief Executive Officer, Ascension Healthcare

2013-2017 —

President, Healthcare Operations and Chief Operating Officer, Ascension Healthcare

2007-2013 —

Michigan Ministry Market Leader, President and Chief Executive Officer, St. John Providence Health System

2003-2007 —

Executive Vice President and Chief Operating Officer, St. Vincent Health, and President, St. Vincent Indianapolis Hospital

2001-2003 —

President, Sinai-Grace Hospital; Senior Vice President, Detroit Medical Center

2001 —

Chief Operating Officer, Sinai-Grace Hospital, Detroit Medical Center

1996-2001 —

Executive Vice President and Chief Operating Officer, North Oakland Medical Centers, Pontiac, Michigan

1982-1996 —

The Cleveland Clinic Foundation — increasing levels of responsibility from Senior Planner to Assistant Director to Division Administrator

1982 —

University of Pittsburgh — Dr.PH, Health Services Administration and Planning

1977 —

University of California, Berkeley — master’s degree in biostatistics

1975 —

Alabama State University, Montgomery — bachelor’s degree in applied mathematics

SUMMER 2017

15

The Power of Listening RESPONDING TO CHANGE BEGINS WITH ATTENTIVENESS AND UNDERSTANDING

A

ll organizations experience change. But organizations with people who understand why changes are made are able to implement those changes faster and more effectively than others.

As we continue our One Ascension journey, we benefit from understanding change and listening to each other.

“One Ascension is change because we’re focused on sustaining the ministry of Ascension,” said Herb Vallier, Executive Vice President and Chief Human Resources Officer, Ascension. “The change we’re facing now is no more difficult than any other change in our history — it’s just different.”

The One Ascension journey is repositioning the organization — in terms of structure, processes, policy and the workforce — to prepare the way for the healthcare delivery of the future.

“We’re not changing our Mission or our Values; we’re changing how we’re asking associates to respond to the

16

G O O D DAY A S C E N S I O N / A S C E N S I O N . O R G

challenges,” Herb said. “We’re bringing everyone together as One Integrated Ministry, connecting Ministry Market Executives and Ministry-wide Function leaders along with System Office and Solutions Division leaders, all coming together to align within a structure that’s about all of us.”

“Just as the organization has a Mission, so does each individual,” said Frances Roy, Senior Vice President and Chief Talent Officer, Ascension. “Change can be a gift, because we come through the experience as a better ministry and as better people. Seeing change as an opportunity to improve — as an organization and as people — is one of the greatest values in experiencing change.”

When associates get anxious about the amount of change or the pace of change, it’s important to keep the Ascension Mission and Values in mind and focus on making the right choices, Herb said. And to openly share concerns and questions.

“We are focusing on creating a culture where we talk openly with each other during the change process,” said

Mary Ellen Griffin, Director of Organizational Effectiveness and Change Leadership & Management, Ascension.

Ongoing conversations offer the opportunity to ask questions and share important feedback.

Ascension provides many opportunities for dialogue.

One is the Engagement Maps experience that all associates participated in over the last couple of years. Another is the biweekly myVoice survey question launched last year, which offers an anonymous way for associates to say how well they believe leaders are guiding change.

Daily online Good Day Ascension stories help to connect associates by highlighting work supporting our Mission and providing a mechanism for feedback.

And the TonyDirect email inbox is an open door for all associates to ask questions and share concerns with Anthony R. Tersigni, EdD, FACHE, President and Chief Executive Officer, Ascension.

“It’s true that leaders are responsible for creating an empowering environment, but associates are also responsible for the environment,” Herb said. “Associates have to help leaders understand what their experience is like. If you see a problem, think about it, figure it out — what is it about your experience is working well or how could it be improved — and tell us what you think.”

“We need to hear from associates; we want associates to lead in living our Values,” Herb said. “If we can get 150,000 associates to believe that they can lead in all that they do every day, then we will have a stronger Ascension.

And as we strengthen Ascension, we strengthen Catholic healthcare.”

Associate Voices Making an Impact Via Pulse Surveys myVoice shows engagement and gets results across Ascension Ascension started sending myVoice pulse surveys to all associates via email in January 2016, giving them the opportunity to give feedback and offer suggestions anonymously.

“Taking time to understand each other’s workplace experience is a valuable investment in Ascension’s culture,” said Frances. “We can’t actually walk in each other’s shoes, but we can talk about what it feels like, listen to each other, and together, we can build a culture that works better for associates and for those we are privileged to serve.”

T H E P OWE R B E H I N D E ACH A SSOCIAT E’ S VOICE

Several months ago, leaders in the Gulf Coast Ministry Market noticed that a request to replace lab chairs was a trending topic in the suggestion tool included in the biweekly myVoice pulse survey. “Many of the chairs have been in the lab for several years,” said Kerrie Sessions, Administrative Laboratory Director at Sacred Heart Hospital in Pensacola, Florida. “We didn’t realize they were not functioning appropriately due to worn or broken cylinders; some had foot rings missing and others had tears in the upholstery.

“What seemed like a major expense turned out to be manageable, so it would have been a shame if associates had suffered in silence,” Kerrie said. The supplier sent a

Listening to associates led to the repair and replacement of chairs in the Gulf Coast Ministry Market.

SUMMER 2017

17

CEO Listens Via Direct Email Link Two years ago, Ascension President and Chief Executive Officer Anthony R. Tersigni, EdD, FACHE, introduced a new tool to provide feedback directly to him: TonyDirect@ ascension.org. It is a way for him to continue the dialogue from the many town hall meetings he holds across the ministry. Emails to this mailbox go directly to Tony, who engages appropriate leaders across the ministry to explore the issues raised before responding. Some examples: • An associate at Saint Thomas Health, in the Ascension

These stairs replace a rocky path after associates spoke up in Amsterdam, New York.

Tennessee Ministry Market, told Tony she was having trouble finding slide sheets, used to reposition patients in a way that’s safer for both patient and caregiver. As a result, Saint Thomas leadership made sure associates know not only where to find the slide sheets but also how to use them, and who to contact if they need help. The ministry also ordered additional inventory.

•A local ministry graduate medical education (GME) coordinator suggested to Tony that an online group be created so GME professionals across Ascension could share information, ideas or suggestions. Steven Minnick, MD, Director of Medical Education in Ascension Michigan, who is responsible for oversight of Ascension GME programs, shared the idea with Care Excellence, and a work group has formed to design an online solution to connect associates.

representative to inventory all of the chairs to determine if any were under warranty. The result was 16 could be repaired at no cost to the department and only four chairs had to be replaced.

“After the chairs were repaired, associates commented via myVoice and directly to lab management that they were happy with the repairs and that management took action,” she said.

“This shows how important it is to create ways with which people can feel comfortable raising concerns and sharing different points of view,” said Ann Hendrich, PhD, RN, FAAN, Senior Vice President and Chief Quality/Safety/PSO and Nursing Officer, Ascension Healthcare, “because this increased understanding leads to greater trust, and we know that people who demonstrate higher levels of trust with each other will tend to focus more on the patients.”

• A Tennessee associate raised concerns about the implementation of a new charity care policy, including some

E A SI NG T H E WAY

unintended consequences for Spanish-speaking patients.

Here’s another example. In spring 2016, several associates at St. Mary’s Healthcare in Amsterdam, New York, used myVoice to suggest that a stairway be created to replace a “rocky little path” that associates climbed daily as a shortcut to and from a staff parking lot. After the CEO reached out to discuss initial concerns — through the private messaging tool within myVoice — the stairs were constructed, securing a shorter, safer route for associates walking to and from their assigned parking lot.

During the winter, several associates submitted comments in myVoice surveys thanking leaders for the new stairs. “While this may seem to be a small thing when you first think about it, associates have expressed how much the shortcut impacts their workday,” said Vic Giulianelli, President and CEO, St. Mary’s Healthcare. “The myVoice survey enabled associates to raise this issue in a way that helped us understand what a difference the stairs would make for them.”

Thanks in part to her email, Finance implemented several changes to improve processes and remove barriers. These included moving financial assistance eligibility work back to the local practice; translating all charity care applications to all languages spoken in communities served

by Ascension; and working to replicate across Ascension a best practice from the associate’s ministry of providing costs of services to patients up front.

Email Tony Tersigni at TonyDirect@ascension.org.

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G O O D DAY A S C E N S I O N / A S C E N S I O N . O R G

“We can’t actually walk in each other’s shoes, but we can talk about what it feels like, listen to each other, and together, we can build a culture that works better for associates and for those we are privileged to serve.”

— FR ANCES ROY, SENIOR VICE PRESIDENT AND CHIEF TALENT OFFICER, ASCENSION

Associate engagement can be measured by employers in many ways, including retention and turnover of associates, productivity, and profitability. “At Ascension, in addition to the biweekly myVoice survey, which allows managers to quickly respond to concerns one question at a time, we asked associates in April and May to share their opinions on a wider range of issues through a Model Community Survey,” said Patricia A. Maryland, Dr.PH, Executive Vice President, Ascension, and President and Chief Executive Officer, Ascension Healthcare. “This allows us to compare current associate satisfaction with results from a similar 2013 survey to see how much progress we’re making on our One Ascension journey, as well as where we need to continue our focus to support ministry alignment across Ascension.”

“Anytime you’re asked to give your opinion, we encourage you to think about what’s been going well and what we could still improve,” Frances said. “Use your voice and tell us what you think.”

Good Day Ascension Links Our Connected Ministry Every weekday morning, Good Day Ascension brings news about our One Integrated Ministry to associates via their computers and mobile devices. Sometimes those stories lead to new connections and sharing by associates across Ascension. Here are a few examples.

• Another article highlighted Ascension senior leader Pat Maryland’s comments about the role of race and ethnicity in the development and treatment needs of patients with diabetes.

An Ascension licensed independent clinical social worker noted that the information was relevant to her practice, where she sees many African-American and Hispanic patients with diabetes. The associate began using the information presented in the article to help patients “become more aware of the importance in managing and preventing diabetes,” she said.

• An associate who had volunteered to help in the Carolinas after Hurricane Matthew said a Good Day Ascension Daily Reflection, “Managing Stress After Tragedy,” helped her as she provided aid to people who had lost loved ones, homes and belongings to flooding. The reflection gave her “powerful and new ways to speak to people who have lost everything in an instant,” she said.

• An associate who saw a Good Day Ascension story about a “journey quilt” used in a farewell ceremony for nursing home residents who pass away was moved to reach out to the talented team of Ascension Wisconsin associates and volunteers who created the quilt. They shared details on how they celebrate the life of residents who embark on their journey to their eternal home, including the prayers they use, and provided the quilt pattern. In turn, the associate who asked for the information shared it with six local nursing homes she visits.

• An Ascension Michigan associate used a Good Day Ascension story about the use of virtual care in behavioral health as a way to educate co-workers about how changes will affect their credentialing. “I’m utilizing the connections of the Good Day publication to relate to my department’s everyday work and the promotion of that publication for relevant insight on a whole host of dimensions,” she said. She told her co-workers: “You know I’m a big fan of the daily ‘Good Days’ as there is much to gain from these small doses of awareness.”

• After reading about associates in Waco, Texas, who create plastic sleep mats from grocery bags for those who are homeless, several associates asked how they could send their plastic bags to help the effort.

SUMMER 2017

19

Shared Message; Shared Solution NEW MULTIFACETED MARKETING CAMPAIGN CAN BE APPLIED TO MINISTRY MARKETS, SITES OF CARE ACROSS ASCENSION

C

onsumers have more choices than ever to meet their healthcare needs. As we strive to attract and retain patients, we know that having a unified message matters.

That’s why this year we embarked on a cross-market, shared marketing campaign that differentiates Ascension while accentuating the strengths of each local health ministry.

Working together, Marketing and Communications leaders across Ascension researched, designed and implemented a multifaceted, streamlined marketing campaign that can

be adapted to every Ministry Market, service line and site of care. The effort, encompassing targeted digital, search, television, radio, billboard and print elements, ensures we engage current patients and attract prospective patients in the right place, at the right time and with the right message.

SE EI NG T H E WHOL E PIC T U R E

“Our commitment is to provide compassionate, personalized care for all, and in order to do that, each and every day we strive to truly understand our patients as individuals, to understand their

entire health picture, so that we can care for their body, mind and spirit,” said Ziad Haydar, MD, Chief Clinical Officer, Ascension Healthcare.

The marketing campaign, called “The Whole Picture,” reflects that vision.

While reviewing the advertising needs of the Ministry Markets, a pattern began to emerge. Whether it was primary care, oncology or cardiology, many ministries planned to develop an advertising campaign around their own specialties. Marketing and Communications leaders across Ascension began to consider the possibility of pooling

Listening to you helps us see your whole picture.

To get great care for your everyday life, you need more than an everyday doctor. Ascension® care teams at Affinity Health System take the time to listen so we can understand all aspects of you and your life.

TIER 1

A Consistent Campaign Message Listening to Understand, Back and Forth Conversation, Q&A

TIER 2

Customizable by Market and by Service Line Tailoring our campaign message to a given service line that delivers the benefit of a cross-market approach to the individual market

TIER 3

Specific to Local Audiences Localized claims, customized offerings and calls to action. For example, Best Rated Doctors, Walk-in Appointments, Screenings.

Offering flexible scheduling options at convenient locations. Find a doctor who is right for you at affinityhealth.org/findadoctor or call 920.395.5778.

This graphic depicts how the Ascension marketing campaign shares a consistent message adaptable to every Ministry Market, service line and site of care, all while displaying local offerings and messages.

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G O O D DAY A S C E N S I O N / A S C E N S I O N . O R G

Which would lead a physician to best understand what you personally need as a patient? % of patients who chose ...

40 35

35

30 28

25

25

20 15

10 5 0

22

20

15

27

2

Heart care

14 3

5

0

Orthopedics

Cancer care

Primary care

■ Spending more time with me ■ More back and forth, question and answer ■ More conversation between us

not just as a diabetic or someone who needs bypass surgery — leads to better care, and that’s what our commitment to person-centered care has focused on for years. It’s exciting to see that when we explain it right, patients want what we already hold dear.”

“These new Ascension shared ads have broken new ground for us in brand awareness, consumer engagement and patient acquisition as we continue our One Ascension journey,” said Mike Dollen, Chief Marketing and Communications Officer, Ascension Texas.

T H E RIG H T P L ACE , T H E RIG H T TI M E

Research helped determine the best way to convey Ascension’s commitment to compassionate, personalized care.

resources and creating one robust campaign that could share a united, streamlined message. Out of that need, a vision for a national campaign began.

Developing a message and marketing plan to be used for more than 100 acute care hospitals, 550 primary care clinics and 600 specialty clinics is no small task. It took months of planning, research and collaboration between marketing leaders and clinical experts across Ascension to arrive at the new campaign, which is designed to ensure our promise to patients is relevant and reflects the commitment to quality care that is so integral to our Mission.

“I believe this shared campaign is the most visible evidence that our Marketing and Communications team, as a Ministry-wide Function, has come together as a community to help us reach patients,” said Nick Ragone, Senior Vice President and Chief Marketing and Communications Officer, Ascension.

“We are truly working as an integrated team to best support the strategic and business goals of each Ministry Market through access to shared creative resources, centralized media planning and a focus on marketing optimization.”

SU RVE Y SAYS

The creative campaign is based on comprehensive quantitative and qualitative research conducted by Chris Manley, Director of Market and Communications Intelligence, Ascension.

For over a year, Chris spoke with more than 2,000 people in various Ministry Markets, interviewed more than 400 associates and sent out more than 10,000 opinion surveys — all in an effort to learn how we can best explain Ascension in a way that interests and excites patients, providers, associates and caregivers across the country.

The findings indicate the importance of not just listening to patients but showing we really understand them, and bear implications beyond marketing and advertising as we aim to provide compassionate, personalized care to all.

“When we’re speaking to people unfamiliar with Ascension, it’s important to use the right message to set the stage and invite them to hear more,” Chris said. “Patients have told us that the first step is listening to the little things to better understand the bigger issues. Understanding their whole picture — as an individual patient,

Research also informed us that 80 percent of people look for health information through online search and 23 percent of patients coming to us through online scheduling do not have a primary care physician. Therefore, in addition to traditional television and billboard spots, the campaign features a world-class online experience that involves easy-to-navigate search and digital advertisements that reach the most people at the right time, when they are making healthcare choices.

Our overarching message of listening for the whole picture is supported by robust public relations, social media and direct mail elements that share patient stories, innovations and offerings that are market specific. These forms of media are proven avenues for this type of message and can target key audiences for each service line.

Shared media planning and analytics will allow the Ascension Marketing and Communications team to track progress by Ministry Market and adjust the time and method for maximum impact and value.

SUMMER 2017

21

Delivering on Our Pro ENGAGING PATIENTS AND FAMILIES CREATES MORE PERSONALIZED, COMPASSIONATE CARE

It

takes a concerted effort among physicians, nurses, associates, volunteers and leaders to provide an exceptional experience for persons and their families. But how do we truly connect with those we serve?

How do we take action to deliver on our Mission, Values and promise?

And how do we spread best practices across the continuum of care?

The Person and Family Engagement Team has found answers to these important questions in listening and teamwork.

LI ST E N I NG

Through valuable research, the Ascension Person and Family Engagement Team determined that when the people we serve and their families feel listened to and understood, better outcomes follow.

“We have learned that the single most important thing we can do to provide compassionate, personalized care to the people we serve is through listening,” said Marie Judd, MBA, FACHE, CPXP, Senior Director, Person and Family Engagement, Care Excellence, Ascension Healthcare. “As we listen to the needs of the people we serve, their family members and visitors, caregivers get to know them as a person — and not just a patient.

Authentic engagement with people as

22

people first and patients second not only helps them heal but also allows us to take meaningful action to ensure an exceptional experience.”

The Care Excellence team is in the process of spreading a “leadership rounding” model across the care continuum to ensure meaningful communication takes place, in real time, among patients, families, staff and providers.

“We can learn what is important for that particular person at that particular time and work together to deliver on the Ascension brand promise of compassionate, personalized care that heals the body and raises the spirit,” Marie said.

T E AMWOR K

The Person and Family Engagement Team manages and analyzes patient, family, provider and associate feedback to engage those we serve in meaningful ways, raising awareness and coaching on the voice of the customer. The work relies on an integrated team approach that builds cross-functional connections, involving nearly every facet of Ascension.

The team works with local ministries to understand the voice of those we serve in order to take meaningful action. Listening includes gathering real-time feedback, reviewing surveys, engaging local Patient and Family

G O O D DAY A S C E N S I O N / A S C E N S I O N . O R G

Advisory Councils (PFACs), learning from focus groups, and integrating key operational measures such as turnover and vacancy rates. We then can learn from each other and support excellence in Person and Family Engagement nationwide.

In addition to working with PFACs and leadership in the Ministry Markets, the Person and Family Engagement Team collaborates with several other departments within Ascension to better engage persons and their families. For example, Ascension Information Services supports technical innovations that allow us to engage with consumers in new ways to further enhance person and family engagement. The Human Resources and Mission Integration Ministry-wide Function teams allow us to foster leadership development for an engaged and inspired workforce, helping us live our Mission and Values. They also work with partners such as TouchPoint Support Services to share the Ascension voice and implement a “Team Clean” approach to enhance experience.

M E A SU RI NG SUCCESS

Ascension tracks progress in Person and Family Engagement in a multitude of ways, including various Consumer Assessment of Healthcare Providers and Systems (CAHPS) and loyalty

mise Mateo Ziu, MD, Neurosurgical Oncologist, Dell Seton Medical Center at The University of Texas, believes helping patients and family members like mother Griselda Suarez understand surgical treatment of brain and spine tumors is an important component of a patient’s care.

Dr. Ziu’s patient, Marta Sofia Romero Suarez, is all smiles thanks to great news and a canceled surgery.

surveys, input from our PFACs, patient pulsing and real-time surveys — rounding feedback to determine trends, immediate opportunities and event reporting system results, as well as compliments and complaints from various channels.

“The real reason we do this important work is to live out our Mission, which calls us to deliver compassionate, personalized care in alignment with

our Quadruple Aim of exceptional outcomes, exceptional experience for those we serve, exceptional experience for providers, and affordable care, said Ann Hendrich, PhD, RN, FAAN, Senior Vice President, Chief Quality/ Safety and Nursing Officer, Ascension Healthcare. “Through greater collaboration, we will continue to leverage the strengths of our integrated ministry to better serve those entrusted to us.”

“We have learned that the single most important thing we can do to provide compassionate, personalized care to the people we serve is through listening.”

— MARIE JUDD, MBA, FACHE, CPXP, SENIOR DIRECTOR, PERSON AND FAMILY ENGAGEMENT, CARE EXCELLENCE, ASCENSION HEALTHCARE

SUMMER 2017

23

Operation Transformation As HOW ASCENSION IS WORKING TO IMPROVE NURSING

24

G O O D DAY A S C E N S I O N / A S C E N S I O N . O R G

Ascension aims to transform healthcare, a major area of focus is improving the nursing workforce environment through rapid, innovative change.

At a national level, the healthcare industry is faced with increasing rates of worker turnover; this has been especially true with nurses. Not only is this problem costly, research shows that increased nursing tenure strongly correlates with higher quality of care. It is a priority because it’s the right thing to do not only for our nurses, but also for our patients.

To address turnover, Ascension’s chief nursing officers have developed evidence-based retention and recruitment strategies to implement a nursing engagement plan.

“Ascension nurses make up one of the largest nursing workforces in the nation, In one change being piloted at St. John Medical Center, in the Tulsa Ministry Market, and St. John Providence in Detroit, part of Ascension Michigan, Ascension has opened Regional Onboarding Centers (ROCs) with dedicated nursing educators to test a new level of learning delivery, efficiency and innovation within Ascension nursing.

The purpose of the ROCs is to connect newly hired nurses to Ascension’s Values and Mission by modeling a welcoming, respecting, including, engaging, comforting and protecting practice for one another during the program, which is then passed forward to the persons and families we serve on care units. The new nurse onboarding process integrates experiential learning and deliberate practice to develop more competent and confident nurses in less time, while increasing satisfaction, retention and improved patient outcomes with a focus on decreased orientation time and average time to competency.

“Ascension nurses make up one of the largest nursing workforces in the nation, which provides us with both an awesome responsibility and great opportunity to test innovative ideas to provide exceptional personalized care as a direct impact of the education and training our nurses receive,” said Ann Hendrich, PhD, RN, FAAN, Senior Vice President, Chief Quality/Safety and Nursing Officer, Ascension Healthcare.

Looking forward, the ROCs will ensure that all Ascension nurses receive the same proven, evidence-based education and training, and are ultimately provided with lifelong skills they can apply throughout their careers.

Part of Ascension’s most recent nursing workforce improvement efforts has been developed based on real-time feedback from those experiencing challenges firsthand: frontline nurses and nurse managers.

By using focus group research and myVoice surveys, System chief nursing officers are utilizing perhaps the best tool for success — the voices of nurses — to

which provides us with both an awesome responsibility and great opportunity to test innovative ideas to provide exceptional personalized care as a direct impact of the education and training our nurses receive.”

— ANN HENDRICH, PHD, RN, FA AN, SENIOR VICE PRESIDENT, CHIEF QUALITY/SAFETY AND NURSING OFFICER, ASCENSION HEALTHCARE

develop solutions that fit with what works for them.

With support from the Marketing and Communications Ministry-wide Function, Ascension chief nursing officers are developing a “We’re Listening” campaign to express their gratitude for nurses’ feedback and to encourage nurses to continue to share ideas. The campaign is created by nurses for nurses. It recognizes the voice of Ascension nurses while supporting how we recruit nurse candidates.

E F FOR T S I M PAC T PATI E N T SATI SFAC TION

In addition to implementing its ROC, St. John Medical Center in Tulsa has created an internal float pool to help align appropriate staffing to fluctuating patient volume within its facility. The nurses within the internal float pool are not assigned to a specific unit, but fill vacant openings depending on each shift’s needs. This provides nurses with the opportunity to gain experience on different units, foster new relationships with nursing leaders from different specialties and work less overtime.

Since the ROC and internal float pool implementations, St. John Medical Center has noticed improvement not only in nurse satisfaction, but also in patient satisfaction scores.

Ascension chief nursing officers expect to see the trend continue as efforts to improve the nursing workforce environment are implemented throughout the System.

SUMMER 2017

25

Blanket of Love MILWAUKEE PROGRAM HELPS MOTHERS KNOW WHAT TO EXPECT WHEN THEY ARE EXPECTING

If

you’re outside the Ebenezer Church of God in Christ in Milwaukee on Tuesday nights, expect to see a lot of expectant women. For 12 years, pregnant women, along with a spouse, friend or family member, have gathered for dinner and a prenatal/parenting education session through Blanket of Love. The program is supported by Ascension Wisconsin’s Columbia St. Mary’s, the church and other organizations.

“Parenting is difficult. It strains relationships,” said Julia Means, RN,

26

the Columbia St. Mary’s Parish Nurse who created and now runs Blanket of Love. “Sometimes our work is convincing [new mothers] that community resources are safe. Sometimes it’s just listening. And sometimes we just simply love them.”

The free program is designed to give potentially at-risk young women, and their families, prenatal education or parenting classes. The evening starts with a meal and sharing with staff members and other mothers and families. Dinner is followed by

G O O D DAY A S C E N S I O N / A S C E N S I O N . O R G

group sessions on prenatal education or parenting. Although the program is focused on young African-American women, women of all cultures and backgrounds are welcome.

The prenatal education helps expectant mothers understand labor and delivery, as well as ways to improve the health of both mother and baby. Julia said the sessions cover basic education, such as explaining female anatomy and how the baby grows inside its mother. On average, mothers who participate in the

“ Parenting is difficult. It strains relationships.

Sometimes our work is convincing [new mothers] that community resources are safe. Sometimes it’s just listening. And sometimes we just simply love them.”

— JULIA MEANS, RN, THE COLUMBIA ST. MARY’S PARISH NURSE WHO

CREATED AND NOW RUNS BLANKET OF LOVE

Julia Means, RN, welcomes a new baby and visitors to the Blanket of Love program.

program have healthier birth outcomes than women who did not receive such counseling.

Julia recalled that one of the momsto-be, who was 13 at the time, listened to the information while sitting on her own mother’s lap.

Parenting education classes help families with newborns or young children better understand their children’s developmental stages. Staff share techniques on how to care for infants and answer questions and concerns.

One young mother brought Julia her screaming infant, not realizing that the baby was in pain. Julia helped the infant get medical care for a bilateral ear infection and strep throat.

Another mother brought Julia her infant and told Julia he was losing weight. The mother was not able to breast-feed her baby, but had been using formula. Julia asked the mother to bring in the formula and questioned how she prepared it. The mother had been diluting it at twice the recommended level. Once the formula was prepared correctly, the baby began to thrive. Too many young women have no adults or role models to turn to for help.

Julia, who has been with Columbia St. Mary’s for 30 years, with the past 20 in parish nursing, said Blanket of Love provides support that goes well beyond a once-a-week gathering. “We become family,” she said.

One family she dealt with had been actively involved in both prenatal sessions and parenting classes until the baby’s father was tragically killed.

“Blanket of Love became something entirely different for the mother,” Julia said. “She had always enjoyed the friendship of the group through the many months of prenatal care and training. But at the time of the father’s death, she came to depend on the Blanket of Love community for ongoing

support. Grieving is a difficult task at any time, but when a baby is involved and a family is ripped apart, it is even harder. Her Blanket of Love friends and staff now take the time to be sure that she is adjusting and grieving, as well as being a good parent.”

Julia has helped 362 families through the Blanket of Love program. This spring, about 100 people, including families who had never attended Blanket of Love sessions, came to a community baby shower. Julia was delighted that the crate of books sent by the United Way was completely empty at the end of the shower. “They all wanted books,” she said.

The Blanket of Love program depends on many partners. Funding is based on philanthropy and gifts from people who are concerned about infant health. Church and public health partners are very important to sustaining the model. Based on the success of Blanket of Love, other churches in the Milwaukee area have developed similar programs with the help of Julia and her organizational partners. In addition, Julia has received requests for information on the program from places as close as Racine, Wisconsin, and as far as Michigan.

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NEWS FROM THE MINISTRIES

NOTES FROM ACROSS OUR ONE INTEGRATED MINISTRY

Members of the Providence Health System Stroke team pictured clockwise from top left: Muhammad Shibli, MD, Co-Medical Director, Stroke program and Co-Chief Medical Officer; Ana Ibrado, MD, Co-Medical Director, Stroke program; Francisco Hoyos, MD, Co-Chief Medical Officer; and Kat Villanueva, Stroke Coordinator.

BIRMINGHAM, ALABAMA

Parents Vote Hospital Best St. Vincent’s Health System was again named the “best hospital in which to give birth” in Birmingham Magazine’s 2017 Best of Birmingham for Family and Kids. Voted on by parents across the Birmingham area, the award recognizes St. Vincent’s longstanding reputation as “Where Babies Come From” and the personalized care provided to moms and families by physicians, nurses and associates.

Trussville Facility Planned St. Vincent’s Health System will open an outpatient medical center, expanding medical and wellness services offered in Trussville, a Birmingham suburb.

The 31,753-square-foot facility is scheduled to open in late 2017 and will include primary care, urgent/ after-hours care, physical therapy, diagnostics, wellness services and a wide range of physician specialties.

Washington, D.C., Mayor Muriel Bowser.

The council will create a regional Health Services Plan, tackling issues such as telemedicine, medical tourism and access to primary care.

BRIDGEPORT, CONNECTICUT

Stroke Center Aces Recertification The Advanced Primary Stroke Center at Providence Health System passed its recertification with the Joint Commission with no adverse findings — a very rare occasion and testament to the high level of multidisciplinary care.

The center serves a community with one of the highest rates of stroke in the nation’s capital.

Recognized for Quality Out of Connecticut’s 27 acute care hospitals, only nine — including St. Vincent’s Medical Center — have never been penalized by Medicare for quality violations. As part of the Ascension Hospital Engagement Network, St. Vincent’s has contributed to the System’s significant reduction in harm.

From left, Rick Stevens, MD, Shadi Oweis, MD, patient Renwick Avant, Humam Humeda, MD, and Douglas Scott Keith, MD, celebrate Renwick’s kidney transplant.

WASHINGTON, D.C.

Surgeon Appointed to Council Marc Rankin, MD, orthopedic surgeon at Providence Health System, was appointed to the Maryland Statewide Health Coordinating Council by

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JACKSONVILLE, FLORIDA

First Health Hub Opens St. Vincent’s HealthCare celebrated the opening of its first health center in March, one of several planned to open in the coming years. Each health center acts as a medical hub for patients, offering primary care, urgent care, laboratory services and imaging all under one roof.

GULF COAST

First Kidney Transplant Performed University of Florida Health transplant surgeon Rick Stevens, MD, and Sacred Heart Health System vascular surgeon Christopher LeCroy, MD, performed

northwest Florida’s first kidney transplant as part of a collaboration between the two systems. Northwest Florida residents previously had to travel to Gainesville, Florida; Birmingham, Alabama; or New Orleans for kidney transplants, including the required presurgery and follow-up care.

Providence Hiring Heroes Providence Hospital in Mobile, Alabama, participates in the U.S. Chamber of Commerce’s Hiring Our Heroes corporate fellowship program, which provides on-the-job training for armed forces members transitioning to civilian life. Sgt. 1st Class Nick Hatfield was Providence’s first fellow.

Former Patient Chose Nursing Career Director of Medical-Surgical Nursing and Vascular Access Philip Streit of Providence Hospital in Mobile, Alabama, recently had an unexpected reunion with former patient Erika Samuels, who chose to enter nursing because of the care she received from Philip after a serious accident 15 years ago. Their chance meeting at a nursing school event went viral on social media and was featured on “NBC Nightly News With Lester Holt.”

CHICAGO

New Residential Treatment Center AMITA Health has converted a former Alexian Brothers residence in Elk Grove Village, Illinois, into a residential treatment center for people with obsessive-compulsive disorder, anxiety and addictions. The Foglia Family Foundation Residential Treatment Center will fill a regional gap in behavioral health services and will provide free care for veterans.

INDIANA

St. Vincent OnDemand St. Vincent is improving access to care by offering virtual care services to its patients through St. Vincent OnDemand. This option, available 24/7, allows patients to see a board-certified physician or nurse practitioner without leaving home or work.

Health Professions College Recognized St. Vincent College of Health Professions, in Indianapolis, received accreditation from the Accrediting Bureau of Health Education Schools based on results from an intensive on-site inspection. As the only accredited hospital-based college in Indiana, this designation permits the college to award academic degrees.

Affiliation Agreement Complete St. Vincent entered into a management agreement with Daviess Community Hospital in Washington, Indiana, on April 10. This new partnership is an exciting next step to the clinical affiliation agreement that Daviess Community Hospital and St. Vincent Evansville have enjoyed since 2015. The new management agreement strengthens the relationship between the two systems to continually work together to seek innovations in care, improve quality and provide greater access to the services patients need.

KANSAS

Clinic Opens in Fall Via Christi Clinic broke ground on a 15,000-square-foot facility in Derby, a Wichita suburb. The clinic will bring primary care, pediatric, OB-GYN and therapy services under one roof and is scheduled to open this fall. Derby is a key growth area because Via Christi’s preferred health network,

Healthier You, recently became the primary provider for Wichita’s largest employer located near Derby.

BALTIMORE

American College of Cardiology Recognition Saint Agnes Healthcare was one of 319 hospitals nationwide to receive the American College of Cardiology’s NCDR ACTION Registry – GWTG Platinum Performance Achievement Award for 2016. This is the fifth consecutive year Saint Agnes received the honor.

Communication Training Begins Saint Agnes Healthcare began training its entire team of associates and physicians through the Communications in Healthcare program designed to create a culture of excellence by improving patient- and family-centered communication skills. Training is expected to take nearly two years.

MICHIGAN

Nine-Time Honor Providence-Providence Park Hospital, in Southfield, was included in the top 100 hospitals in the nation in the Major Teaching category by Truven Health Analytics®. Only 15 hospitals are chosen in this group. This year marks the ninth time the hospital received the honor.

Diabetes Pilot Begins Genesys Diabetes and Nutrition Learning Center in Grand Blanc is piloting Engage4Change, a wellness program using the Centers for Disease Control and Prevention curriculum proven to prevent or delay type 2 diabetes by almost 60 percent. The pilot began with Genesys associates who have prediabetes and will be offered to the public once complete.

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Nursing First Two Mid-Michigan oncology nurse navigators are the first in the state to earn a new, national Oncology Nurse Navigator – Certified Generalist certification. Ann Fodrey, St. Mary’s of Michigan-Saginaw, and Deb Zdonek, Genesys Health System, Grand Blanc, are setting the bar for quality and expertise in oncology nurse navigation.

Gala Funds Equipment St. Joseph Health System Foundation in Tawas City raised more than $37,000 at its annual winter gala, where Spirit of St. Joseph award recipients Michael Busch, CEO of Bopp-Busch Manufacturing, and Neiman’s Family Markets were announced. Funds raised will go toward the purchase of a level one rapid infuser and a portable ultrasound machine for the emergency department.

Mental Health Training Offered St. Mary’s of Michigan Standish Hospital partnered with Bay Arenac Behavioral Health and The Well (Weaving Effective Life Skills and Leadership) to offer mental health first-aid training to prepare individuals to interact with persons experiencing a mental health crisis. Participants learned a five-step plan that provides guidance through the process of reaching out and offering support and resources.

Associates Plan Anniversary St. Mary’s of Michigan Skilled Nursing Facility in Standish helped two residents celebrate their 74th wedding anniversary by gathering donations for a surprise candlelight dinner.

Longtime Standish residents Vince and Dorothy Burtch were high school sweethearts who moved to the skilled nursing facility last year.

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Hospitals Achieve Top Ranking U.S. News & World Report published its 2016/2017 list of Best Regional Hospitals and Genesys Regional Medical Center in Grand Blanc, Providence-Providence Park in Southfield, St. John Hospital & Medical Center in Detroit, and Borgess Medical Center in Kalamazoo were recognized as high-performing hospitals in several specialties, conditions and procedures.

Crittenton Offers Tumor Ablation Crittenton Hospital Medical Center, Rochester, provides tumor ablation, a minimally invasive option for thorough destruction of cancerous tumors in nearly any area of the body.

The program, which is the most comprehensive multitumor ablation program in the state, is led by Peter Littrup, MD, pioneering interventional radiologist and globally recognized scientist in medical imaging.

Physicians Join National Registry Physicians at St. John Macomb-­ Oakland Hospital, Warren, have joined the Gastrointestinal Quality Improvement Consortium, a national data registry that tracks the quality of colonoscopies to provide measures of endoscopic quality and improve patient care.

Effort to Reduce Cesarean Births Borgess Medical Center, Kalamazoo, has been accepted into the American College of Nurse-Midwives Reducing Primary Cesareans Project, an effort whose foundation limits unnecessary interventions. With the backing of national organizations and Borgess provider teams, changes will be made to help lower a mother’s risk of poor outcome.

G O O D DAY A S C E N S I O N / A S C E N S I O N . O R G

AMSTERDAM, NEW YORK

St. Mary’s Healthcare Advances Cancer Awareness As part of Colorectal Cancer Awareness Month, St. Mary’s Healthcare, along with the Cancer Services Program of Fulton, Montgomery and Schenectady counties, co-sponsored a Colorectal Cancer Awareness Summit for Business and Healthcare Leaders in March. The event brought leaders in the tri-county area together to take steps to address colorectal cancer in their organizations, including advocating for paid time off for preventive screenings.

BINGHAMTON, NEW YORK

System Lessens Injury Our Lady of Lourdes Memorial Hospital uses the SpaceOAR (Organs At Risk) System to reduce rectal injury in men receiving prostate cancer radiation therapy. The SpaceOAR acts as a spacer, pushing the rectum away from the prostate. Lourdes is the only hospital in the southern tier of the state to offer this procedure.

Hospital Named Human Milk Depot Lourdes Women’s and Children’s Services has become a licensed human milk depot in affiliation with the New York Milk Bank. The Lourdes collection location makes donating milk more accessible and convenient for donating moms, and ensures the safe handling, storage and transport of donated human milk.

TULSA, OKLAHOMA

St. John Family Den Opens at Zoo The Tulsa Zoo has opened the St. John Family Den to provide dedicated space for nursing mothers, a quiet room for families affected by autism or sensory processing disorders, amenities to aid adults and children with disabilities,

NEWS FROM THE MINISTRIES

depression and post-traumatic stress disorder. Completion of the unit is expected in spring 2018.

Jeff Nowlin, St. John Medical Center President and Chief Operating Officer, speaks at the grand opening of the St. John Family Den at the Tulsa Zoo.

a family restroom and a restroom with an adult changing table.

St. John Owasso Named Top 100 St. John Owasso is the only hospital in Oklahoma named a Truven Health Top 100 Hospital. Winners were announced March 6 when Truven Health Analytics released its annual study identifying the 100 top U.S. hospitals based on overall organizational performance.

TENNESSEE

Full-Service Care Centers, Close to Home Saint Thomas Medical Partners launched a network of full-service care centers bringing primary care and

ancillary services, such as lab testing, imaging, express care, integrative medicine and outpatient rehabilitation, under one roof. With extended hours and convenient locations, the facilities offer patients a more simplified care experience.

TEXAS

Mental Health Unit Planned Construction is underway at Dell Children’s Medical Center for a full-spectrum mental health unit.

Child and adolescent psychiatrists will offer comprehensive mental health services such as eating disorders, obsessive-compulsive disorder, The Tennessee Titans and Williamson County Chamber of Commerce join Saint Thomas Health and Saint Thomas Medical Partners leaders to celebrate the opening of Saint Thomas Health – Brentwood.

Expanding Access, Closer to Home Providence Healthcare Network, Waco, opened Lacy Lakeview Medical Plaza in May. Designed to serve Lacy Lakeview and surrounding communities, the two-story care site provides convenient access to Providence services closer to home. Those who live, work or play in the northern part of the Waco community can request referrals for radiology, lab and rehab services at the Lacy Lakeview location.

WISCONSIN

Governor Visits Hospital Wisconsin Gov. Scott Walker traveled to Ascension Saint Clare’s Hospital to sign several executive orders related to a task force report on opioid abuse. He used the occasion to announce plans for a special legislative session to address task force findings and next steps to address this growing statewide issue.

Nurse Saves Drowning Boy Stacey Sparacino, a nurse at Ascension St. Francis Hospital in Milwaukee, believes it was divine intervention when she spotted a small boy facedown at the bottom of a pool. The boy was not breathing and had turned blue, but Stacey’s quick actions and lifesaving CPR skills had the 5-year-old awake and talking by the time paramedics arrived.

The boy’s mom called Stacey her angel.

Physician Wins Service Award Anne Martinelli, MD, OB-GYN, received the Dr. Erastus B. Wolcott Distinguished Service Award from the Medical Society of Milwaukee County for her selfless commitment to the underserved both in southeast Wisconsin and abroad, as well as for her dedication

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NEWS FROM THE MINISTRIES

to serving those who are homeless, victims and survivors of abuse, and vulnerable women and infants.

Wisconsin Gov. Scott Walker, left, and Bernie Sherry, Senior Vice President, Ascension Healthcare/Ministry Market Executive, Ascension Wisconsin, at Saint Clare Hospital.

ASCENSION AT HOME

Diversification of Referral Services Work is underway to implement a national patient referral structure for Ascension At Home. Plans include a national director, a staffing matrix for professional positions, referral development training, and a customer relationship management system to help ensure referring providers, as well as our patients, have the most complete and accurate information about Ascension At Home services. “This will streamline the way patients are referred to us,” said CEO Kirk Allen, “which will help us work together to make Ascension At Home the provider of choice for home health and hospice care.”

ASCENSION CARE MANAGEMENT

Organizations Share Name After originally coming together in 2016, Ascension Risk Services, MissionPoint Health Partners and U.S. Health Holdings, which includes Automated Benefits Services (ABS), united under the Ascension Care Management name effective June 1. The change is consistent with Ascension’s planned unified brand identity across our Ministry Markets.

ASCENSION GLOBAL MISSION

Guatemala Partnership Assesses Collaborative Model Earlier this year, two members of the Vincentian Family’s International Commission for Promoting Systemic Change went to Guatemala to lead a workshop on systemic change and Vincentian spirituality with Ascension Global Mission’s

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local partnership, known in Guatemala as ALIANZA. ALIANZA includes the Daughters of Charity of the Province of Central America; the Sisters of Charity of New York and their Guatemalan organization, the Barbara Ford Peacebuilding Center; and the National Health Commission and the Program for Early Childhood Development of the Episcopal Conference of Guatemala. The ALIANZA initiative has been developing a “Model of Collaborative Governance in Health” that seeks to work with communities in a process of discovery and mobilization of solutions that improve the health and well-being of the population, with emphasis on children. Commission members invited ALIANZA to produce a video about this model to contribute to learnings that could be shared with groups they engage across the globe.

ASCENSION HOLDINGS

System Implementation Complete Medxcel Facilities Management completed the 30-month schedule for implementation at all Ascension health ministries. Medxcel Facilities Management maintained the healing environment while it increased compliance scores by 15-20 percent in the first

G O O D DAY A S C E N S I O N / A S C E N S I O N . O R G

year and delivered over $10.2 million in savings to Ascension in FY17.

ASCENSION INFORMATION SERVICES

Director Receives IT Honor Senior Director Donna Roach was named one of Health Data Management’s 2017 class of the Most Powerful Women in Healthcare IT. The recognition is designed to showcase the exceptional achievements of women across the healthcare industry. Donna received her award during a ceremony in Boston on May 17.

ASCENSION INVESTMENT MANAGEMENT

New Strategy Announced A new impact investment strategy launched March 31, with a target of making at least $50 million in investments designed to have a positive impact on the world. In April, David Erickson, Chief Investment Officer, Ascension Investment Management, spoke at the eighth annual Impact Capitalism Summit, the largest gathering of impact investors focused on maximizing impact and return across asset classes. His topic focused on implementing an impact investment program using private funds.

ASCENSION LEADER INSTITUTE

A New Vision An interprofessional collaborative of cross-functional and business-line experts from throughout Ascension recently met for the first time to operationalize the vision for the Ascension Leader Institute. The institute is being established to develop the leader in all of us — mind, body and spirit. Building on the work of our historic Sponsors as innovators and visionaries for our future, the institute will promote a pathway of growth for capable associates at all levels, preparing them to lead the ministry of Catholic healthcare both today and for generations to come.

More details about the integrated approach to holistic associate development will be shared as it evolves.

Symphony, Ascension Information Services and many health ministries.

By automating the supply chain to this degree, the Ministry Service Center is driving efficiencies and visibility for Ascension, trading partners and the healthcare industry.

indicators of the patient experience in order to improve clinical and operational performance,” said Matt Hermann, Senior Managing Director of Ascension Ventures.

Center Named to Top 20 The Ministry Service Center has been named a top 20 most admired shared services organization by the Shared Services and Outsourcing Network, the world’s largest business services industry organization. The Ministry Service Center works closely with process partners across Ascension in providing 24 services related to human resources, supply chain, finance, travel and communications.

Hepatitis C Care via Virtual Care Centro San Vicente is participating in Baylor St. Luke’s Project ECHO (Extension for Community Healthcare Outcomes), a national telehealth program that supports primary care providers in treating patients diagnosed with hepatitis C. The program’s mission is to use teleconferencing to enhance medical resources in underserved Texas cities and rural communities that lack specialized care. In El Paso, the average wait time to access specialty care for hepatitis C is three to four months.

Project ECHO is one of many strategic initiatives that Centro San Vicente is using to build its medical capacity and infrastructure to treat hepatitis C.

ASCENSION SENIOR LIVING ASCENSION MEDICAL GROUP

Joseph Cacchione Named Leader Joseph Cacchione, MD, FACC, was named President of Ascension Medical Group. Dr. Cacchione joined Ascension from the Cleveland Clinic, where he served as Chairman of Operations and Strategy for the clinic’s Heart & Vascular Institute since 2011.

Facility Recognized for Quality Our Lady of Peace Nursing Care Residence in Lewiston, New York, received the Eli Pick Facility Leadership Award from the American College of Health Care Administrators. Quality measures, occupancy and three years of survey data were evaluated. Fewer than 9 percent of skilled nursing communities were recognized.

ASCENSION MINISTRY SERVICE CENTER

Ascension Recognized for Electronic Transaction Automations Ascension has been named a member of the GHX Millennium Club, which recognizes organizations that have achieved the highest levels of automation on the Global Healthcare Exchange, a healthcare technology company, by improving the cost-quality equation in healthcare. This was attained through collaboration among the Ministry Service Center, The Resource Group, Ascension System Office,

ASCENSION VENTURES

Investment in Reputation.com Ascension Ventures has made an investment in Reputation.com, a leading provider of online reputation management technology and services.

“Reputation.com offers a comprehensive set of data automation and workflow tools that enable any healthcare organization to effectively and efficiently engage patients in online interactions at scale, as well as deliver the analytics tools to uncover leading

COMMUNITY HEALTH MINISTRIES

THE RESOURCE GROUP

Savings, Revenue Reported Through the first eight months of fiscal year 2017, The Resource Group, in collaboration with caregivers and end users across the health ministries, delivered $83.8 million in savings, with a total projected annual savings of $111 million in FY17 through national contracts, local purchased services, supply utilization and pharmacy utilization. Additionally, administrative and management fees had generated $80.7 million in fiscal year-to-date revenue, with total projected annual revenue of $119.8 million for the fiscal year. The savings and fees support Ascension’s Mission of serving all persons with special attention to those who are poor and vulnerable.

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LAST WORD

ASCENSION GEAR SHOWS MINISTRY UNITY

resource that helps associates participate as we continue our One Ascension journey.”

Need a jacket? A cup or mug? How about

In addition to items that can be used for community or conference giveaways,

a journal?

Thanks to an online associate store that Ascension launched in December 2016, those items and more are only a click away.

many associates have bought items for personal use, such as jackets and shirts.* Items on the site are provided through

page designed specifically for associates who are looking for special items either for themselves personally or for meetings or community events that can be customized and unique.”

From giveaways for a community event to

Staples under a national Ascension

clothing for personal use, the Ascension

contract, which brings cost savings for our

“We are taking every bit of

online store includes a

entire national ministry. Plus, buying items

feedback we hear from associates

selection of high-quality

from the online store means associates

items, many of which are in

can get them quickly for immediate needs.

items, as well as the purchasing process,”

stock and ready to ship.

Custom orders are also welcome.

Rosie said. “We are constantly looking for

“The promotional items

“There are standard products that

and using it to improve our catalog of

fresh ideas and ways to make life easier for our colleagues.”

and wearables with the

people like to buy, but so many associates

Ascension logo help show

have really creative ideas that are not

our unity as a national

standard orders,” said Rosie Ford, Senior

code guidelines before ordering apparel

health ministry,” said

Director, Brand Marketing, Ascension.

to wear at work.

Nick Ragone, Senior

“That’s why we created a Special Order

*Associates should check local dress

Vice President and Chief Marketing and Communications Officer, Ascension.

“The online Ascension store is yet another

To access the online store, most associates should visit ascension.org/store, while Ascension Wisconsin and Ascension Michigan associates should visit ascension.org/shop.

Stay Connected With Ascension @ HOME, @ WORK, @ YOUR FINGERTIPS

Twitter: @Ascensionorg Keep up with Ascension tweets. Follow Ascension.

Learn more about Ascension at ascension.org.

Facebook: facebook.com/ascensionorg Like our Ascension page and get the latest updates on your newsfeed.

LinkedIn: linkedin.com/company/ascensionorg Stay up to date with organization news and connect with other associates.

YouTube: youtube.com/c/ascensionorg Watch videos about Ascension on an array of topics.

Pinterest: pinterest.com/ascensionorg Choose from various boards, such as Care Excellence, Facility News and Reflections.

G+: google.com/+ascensionorg Read posts about Ascension and its health ministries.

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LAST WORD

As Seen on the Daily Good Day Ascension TO READ MORE ABOUT THESE STORIES AND OTHER NEWS FROM ACROSS OUR ONE INTEGRATED MINISTRY, VISIT GOODDAY.ASCENSION.ORG FROM WITHIN THE ASCENSION NETWORK. INSTRUCTIONS ON HOW TO DOWNLOAD THE GOOD DAY MOBILE APP ARE ALSO AVAILABLE. ✙ ARTIST SHARES MURALS WITH HIS “GREATEST MASTERPIECE” Hagan Howard, son of Ashton and Emilie, was born at Sacred Heart Hospital Pensacola, in the Ascension Gulf Coast Ministry Market, just like his parents. Soon after his birth, fluid was found in Hagan’s lungs. He was rushed to the Neonatal Intensive Care Unit (NICU) at The Studer Family Children’s Hospital at Sacred Heart.

Hagan spent a week in the NICU. On their way out of the hospital, passing through the hospital lobby, the new parents stopped by a mural that Ashton painted to share his work with their little miracle.

“Ashton put so much care and attention into painting his murals in our Children’s Hospital lobby,” said Melissa Ramirez, NICU Patient Care Manager.

Read more at goodday.ascension.org/archive

✙ VALENTINE’S DAY DEDICATION FOR ‘HEART AND SOUL: A MOSAIC PROJECT’ An innovative collaboration between two artists stretched across cultural and international boundaries, resulting in a unique mosaic shared between medical facilities more than 6,000 miles apart. St. Vincent Art Therapist Joani Rothenberg, from the Ascension Indiana Ministry Market, and her cousin, Israeli artist Yael Buxbaum, who works closely with the International Affairs Department at the Galilee Medical Center (GMC) in Israel, created a brightly colored, four-panel heart mosaic assembled by diverse people titled “Heart and Soul: A Mosaic Project.”

Two panels from GMC were taken to Druze and Arab villages, kibbutzim, community centers, a home for at-risk teens, senior centers and schools in northern Israel.

Associates at St. Vincent Heart Center assembled the two panels, adding colored tiles to the mosaic displayed at GMC. Read more at goodday.ascension.org/archive

✙ ANDREWS SPORTS MEDICINE IN TALKS WITH HEALTH CITY CAYMAN ISLANDS Doctors from Andrews Sports Medicine & Orthopaedic Center affiliated with St. Vincent’s Health System in Alabama, in the Ascension Birmingham Ministry Market, visited Health City Cayman Islands (HCCI), the tertiary care hospital partnership of Ascension and Narayana Health of India. The focus was to explore a potential orthopedic surgical and research collaboration with HCCI. “The potential is unbelievable here,” said James Andrews, MD, Andrews Sports Medicine co-founder, who was on his first visit to HCCI. Read more at goodday.ascension.org/archive

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Nonprofit Org. U.S. Postage

PAID

Salt Lake City, UT Permit No. 6563

101 South Hanley Road Suite 450 St. Louis, MO 63105

From left, Jeff Roy, RN, Gerry Lagasse and Tonya Rogers, RN.

WE ARE ASCENSION

Earlier this year, after 41 years of providing compassionate and personalized care, Gerry Lagasse, a Registered Cardiovascular Interventional Specialist at Borgess Health

Gerry Lagasse Registered Cardiovascular Interventional Specialist, Borgess Health, Kalamazoo, Ascension Michigan

in Kalamazoo, part of Ascension Michigan, retired.

A vital member of the Borgess Cardiovascular Laboratory team, Gerry was part of a group that in 1979 became one of the first U.S. teams to offer coronary balloon angioplasty.

Nicknamed “Father Time” by fellow associates, Gerry has also been on the receiving side of heart care. He used that experience, as well as what he learned as a provider and a national pioneer in cardiovascular care, to help his patients.

“Chest pain, a heart attack and emergency heart treatment have all been part of my life,” Gerry said. “This background made me a better provider.

“When a patient appeared anxious before a procedure, I would sometimes share my own experiences. Patients appreciated my perspective. They could see in me that they could also continue an active, pain-free life. Every bit of our effort, training and experience is called upon to assist patients.”