Clinical Documentation Improvement Team & Huron Consulting Group Make Positive Impact PAGE13
FALL 2012
Acute Inpatient Rehabilitation Unit First to Move to New Complex Page 4
n g i a p Cam uality ries ForedQ nal se ucatio tional,
An terna akers. with in d local spe le al an p e op nation than 480 2 event. More d the 201 e attend ge 20
Pa
A Message From the CEO
Vice President of Communications and Marketing Debra Altdoerffer
To say we are excited about our new Acute Inpatient Rehabilitation Unit would be an understatement.
Communications Specialists Erin Gigliotti Caitlin McCann Graphic Designer Justin Palmer Webmaster Stephanie Barone Web Content Specialist Jacquie Klotzbach
The unit, featured in this edition of Healthcare Happenings, is the first of many to move into our new complex. It’s simply beautiful with private patient rooms, a dedicated gym and dining area, and specialized features that support our rehabilitation patients. It meets the individual needs of our patients and supports our extraordinary staff. Next year we will finalize the project by moving our Home Care Services and Adult Day Health Care Program to the complex and opening an eight station dialysis unit. Our new facility will be aptly named the Center for Rehabilitation and Continuing Care Services. My thanks to those of you who attended our Campaign For Quality programs. It was a remarkable weekend with exceptional speakers. Nearly 500 healthcare professionals and community members took part in this educational series. It inspired us to think and work differently to improve the healthcare experience for our patients and residents. This issue we highlight the important work of our Clinical Documentation Improvement and Patient Access teams. Making sure our medical documentation is accurate and detailed supports our patients and physicians from registration throughout the medical experience. Our teams are committed to exceptional patient care and we are proud to highlight what they do. And finally we welcome our new medical staff members. As you read about our new providers I think you will be impressed with their expertise. We are very pleased they are part of our healthcare family and serve as another reason why Faxton St. Luke’s Healthcare is our community’s hospital of choice.
Healthcare Happenings is a publication of the Communications and Marketing Department of Faxton St. Luke’s Healthcare. This publication is for informational purposes only and should not be relied upon as medical advice. It has not been designed to replace a physician’s medical assessment and medical judgment. Always consult first with your physician about anything related to your health. Send correspondence regarding address changes to: Communications and Marketing Department Faxton St. Luke’s Healthcare 1676 Sunset Avenue Utica, NY 13502-5475 If you do not wish to receive this publication or have questions, please contact Debra Altdoerffer at 315.624.5716 or e-mail at daltdoer@mvnhealth.com. Check us out at www.faxtonstlukes.com
Scott H. Perra, FACHE President/CEO
Our Mission: To provide the highest quality health care in our region. Cover photo: Physical Therapist Victoria Ponce with a patient in the new rehabilitation gym.
2
Healthcare Happenings Magazine
F EA T U R E
Acute Inpatient Rehabilitation Unit First to Move to New Complex
Acute Inpatient Rehabilitation will be joined by Home Care Services, Adult Day Health Care and a new dialysis unit in early 2013.
Clinical Documentation Improvement Team and Huron Consulting Group Make Positive Impact Clinical documentation specialists ensure patients’ medical records have complete medical documentation.
Patient Access Services: Where First Impressions Matter Most
As the first point of contact for many patients, Patient Access Services plays a critical role in the delivery of care. From scheduling to registration, the team works to ensure seamless access to services.
e v Lo r of o b a L
s of year t h g -ei and Sixty erience ater‌ exp abies l 00 b 100,0 Page 9
In Every Issue 22 Medical Staff Announcements 26 Patient Letters
Lisa Hrynuk, RN, BS, CRRN, IRU nurse manager and Georgia Deveans-Smith, RN, BS, CRRN, IRU nurse clinician.
feature
Acute Inpatient Rehabilitation Unit
First to
Move to New Complex
Acute Inpatient Rehabilitation will be joined by Home Care Services, Adult Day Health Care and a new dialysis unit in early 2013. B y J ac q u i e K l o t z b ach
Just one year ago, Faxton St. Luke’s Healthcare (FSLH) broke ground on a multi-million dollar expansion to St. Luke’s Home, the organization’s long-term skilled nursing facility. The renovations were made possible by a $31.3 million grant from New York State (NYS) which was part of a competitive grant opportunity offered by the NYS Department of Health and the Dormitory Authority. The funding was provided through Phase 20 of the Health Care Efficiency and Affordability Law of New York State (HEAL NY) and the Federal-State Reform Partnership (F-SHRP) to improve long-term care services and consolidate community-based alternatives for Oneida County residents. This fall, the Acute Inpatient Rehabilitation Unit (IRU) is the first to move to the new complex and will be joined in the coming months by FSLH’s Home Care Services, Adult Day Health Care and a new eight station outpatient dialysis unit. “This is an incredible opportunity for our organization and the community to provide much needed services at one location,” noted Scott H. Perra, FACHE, president/CEO of FSLH. “Our rehab patients are often supported by our Home Care Services team after discharge and having them in one complex allows patients to benefit from a collaborative plan of care. I commend the teams from our different modalities for having the vision to create such a comprehensive program to serve our community.”
Healthcare Happenings Magazine
5
“Patients expect nurses to say ‘things will get better’ but when they hear it from another patient who has experienced progress, it means so much more and can be empowering.” – Lisa Hrynuk, RN, BS, CRRN, IRU nurse manager
Acute Inpatient Rehabilitation Unit
(Top) Patient rooms incorporate Adirondackthemed colors and fabrics that are natural and soothing to give the unit a home-like feel. (Bottom) Occupational Therapist Coral Hunt, OTR/L, working with a patient in the new rehabilitation gym.
6
Healthcare Happenings Magazine
Each year, approximately 450 patients are admitted to the IRU, including individuals who have suffered a loss of function due to a stroke, brain or spinal cord injury, amputation, neurological disease or orthopedic condition. With a philosophy that emphasizes a team approach to individualized treatment and care, the goal of the IRU team is to help patients regain independence and transition back home. Patients are cared for by a team of medical professionals that includes physical and occupational therapists, speechlanguage pathologists, a psychologist, a case manager/social worker, a certified therapeutic recreational specialist, a dietitian and a physiatrist – a physician who is specially trained in physical medicine and rehabilitation. Rehabilitation nurses are available 24 hours a day to provide care to patients, including rehabilitation plan of care follow through, and to address concerns involving medication and pain management. Twelve IRU nurses are certified rehabilitation registered nurses (CRRNs), a designation earned by passing a national exam demonstrating rehabilitation expertise.
their recovery. And the have more confidence when they go home.” In recognition of the quality services and programs provided to IRU patients, the FSLH Acute Inpatient Rehabilitation Program was re-accredited for a threeyear period in 2011 by the Commission on Accreditation for Rehabilitation Facilities (CARF) with commendations. Organizations receiving three-year terms of accreditation have voluntarily participated in a rigorous peer review process and demonstrated to a team of on-site surveyors a commitment to CARF’s accreditation conditions and standards. “This achievement speaks to the dedica“We’ve always had an tion and commitment of our physicians, exceptional team of caregivers. nurses, therapists Now we have the opportunity and staff to improving the quality of to provide care in a our patients’ lives,” specially-designed, state of the said Mini Malhotra, art environment.” MBA, MHA, OTR, vice president of — Lisa Hrynuk, RN, BS, CRRN, Strategic IntegraIRU nurse manager tion at FSLH. “CARF’s strict standards focus on quality patient care and outcomes, and promote the creation of a culture of clinical excellence by finding ways to improve the care provided.” IRU’s move from the Faxton Campus to a specially-designed unit at the new center supports these efforts. The 24-bed Studies have shown that even a small inunit has 10 private rooms and seven crease in the number of CRRNs on a unit semi-private rooms, all of which have can decrease the average length of stay large, handicap-accessible bathrooms. for patients by as much as one day. Staff selected Adirondack-themed “Rehab nurses think differently about colors and fabrics that are soothing and what patients and their families need,” natural to give the unit a home-like feel. said Lisa Hrynuk, RN, BS, CRRN, IRU The importance of these new amenities nurse manager. “One of the most difficult cannot be overlooked. things for rehab nurses to learn is the fine “We’ve always had an exceptional line between doing for the patient and team of caregivers,” said Hrynuk. “Now making the patient do for themselves. We we have the opportunity to provide care can’t be there when a patient goes home, in a specially-designed, state of the art so they have to learn for themselves how environment.” to handle different situations. The more The new unit features a transitional independent we help patients become, living center that simulates typical housethe better they feel about themselves and hold activities like cooking and laundry.
Here patients practice every day skills that many may take for granted, such as how to get food from the stove to the table, while using an assistive walking device. Patients also have exclusive use of a new dining room and rehabilitation gym, which creates greater opportunities for socialization - an important aspect of recovery. “Patients expect nurses to say ‘things will get better’ but when they hear it from another patient who has experienced progress, it means so much more and can be empowering,” said Hrynuk. The convenience of having these services located within the IRU, as well as Home Care Services - which many patients rely on after discharge - within the same complex, allows FSLH to provides patients with a more comprehensive plan of care. “This new complex supports our vision of becoming the premiere healthcare organization in our region,” said Malhotra. “Having inpatient rehabilitation and continuing care services at one location is a tremendous benefit to our patients, residents, their families, medical staff and employees.”
An Interdisciplinary Approach The new IRU joins the 40-bed Subacute Rehabilitation Unit already located at St. Luke’s Home, which provides patients with less intensive, inpatient therapy. Each patient is evaluated to determine which level of rehabilitation is most appropriate given their condition and endurance. As the patient’s recovery progresses, it is possible to be transferred to the unit that better fits their recovery. “Transitioning between services within the same building is a comfort to patients because the staff they are already familiar with are always nearby,” said Georgia Deveans-Smith, RN, BS, CRRN, IRU nurse clinician. Caregivers also benefit from the proximity of these additional services. By working in and sharing the same space, it is easier to gain an understanding and appreciation of the work each other does. “This move allows us to become even more interdisciplinary,” said Deveans-Smith. Healthcare Happenings Magazine
7
Dr. Stephen Wade
Q&A
1. What do you enjoy most about BEING IRU MEDICAL DIRECTOR? I enjoy our team environment and how we all work together cohesively. We meet and discuss patients and formulate plans in order to better serve our patients.
2. What is a physiatrist? Physiatrists are nerve, muscle and bone experts that treat injuries or illnesses that affect how you move. We deal with different patients with a variety of ailments including pain, stroke, traumatic injuries and sports injuries.
3. How important is a physiatrist’s role in the IRU? Our role is very important because we oversee and manage the rehabilitation unit while working closely with the team.
4. Why should patients choose FSLH?
Lisa Bauer, MS, OTR/L, shows a patient how to use adaptive equipment to help put her shoes on.
“Each service has been separate up to this point and will benefit from enhanced teamwork made possible by proximity,” she said. “Our new program design provides for all patient needs, from the inpatient setting to their return home,” remarks Malhotra. “And as always, we continue to provide high-quality outpatient rehabilitation and wellness programs at The Regional Rehabilitation Center at the Faxton Campus.” Physical, occupational, and speech therapy, as well as lymphedema, audiology and hearing instrumentation services continue to be offered at the Faxton Campus on an outpatient basis. The Faxton Campus is also home to FSLH’s Wellness Program, which offers members access to an aqua therapy pool, strength training equipment cardiovascular
8
Healthcare Happenings Magazine
training equipment, and certified and specially trained staff.
Looking Ahead In early 2013, additional services will join the IRU at the new Center for Rehabilitation and Continuing Care Services, including Senior Network Health, Visiting Nurse Association, Mohawk Valley Home Care and an expanded Adult Day Health Care Program. The Regional Dialysis Center at FSLH will also open a new eight station outpatient dialysis unit at the site. This is a convenience for the many patients at St. Luke’s Home who require multiple dialysis treatments each week. The unit will be FSLH’s seventh outpatient unit and second to open within the past year. n
Our staff and their dedication set FSLH apart. Their attitude and commitment to their jobs is outstanding. We all strongly support our patients and cater specifically to their rehab needs.
5. How would you describe the IRU team at FSLH? The team is well trained, professional and works well together. They are confident in their abilities and are constantly evolving professionally. As the direct care providers, the team is there with the patients helping them progress and achieve their goals. I’m proud of their dedication. The team is truly an integral part of the whole patient experience.
Love service
Labor of
Sixty-eight years of experience and 100,000 babies later‌ By Caitlin McCann
Healthcare Happenings Magazine
9
Dr. Siri and Bonnie Evans, RN, in the Special Care Level II Nursery in The Birthplace at Faxton St. Luke’s Healthcare.
10
Healthcare Happenings Magazine
Bonnie Evans, RN, Celebrates Fifty Years It was 1962 when Barbara “Bonnie” Evans was hired to work in the Nursery when FSLH was still just St. Luke’s-Memorial Hospital Center. Fifty years later, Evans still works in the Nursery and is one of their most cherished assets. Her knowledge and experience are invaluable, and she gladly shares that wisdom with her coworkers and patients every day.
Evans enjoys working in the Nursery so much that, in her fifty years of nursing, she has never had the desire to move to another department or even another hospital. The biggest reason she gives are the families she helps and the bond that she develops with them. “Neonatal nursing is what I love and what drives me,” said Evans. “I feel blessed to have been able to work in this field and in this community for so many years. The
“The care Dr. Siri provides to our Miracle Families is exceptional.” — Michele Adams, CMN coordinator using cloth diapers, making formula and sterilizing bottles to telemedicine and electronic medical records. “The most significant change I’ve seen throughout the years is the Pediatric Cardiology Telemedicine program,” said Evans. “The ability to evaluate a baby with a potential heart issue and discuss the necessary course of action with a pediatric cardiologist in Syracuse is amazing. Advances in technology and medicine have allowed us to save more babies who are born premature or with health issues.” Evans’s extensive experience and contributions in the Nursery are certainly not lost on her coworkers. “The lives that Bonnie has touched are too numerous to count - from the colleagues she has hired and trained to the new parents she helps to educate,” said Julie Wells, MSN, RN, nurse manager of Maternal Child Services. “Evans also shows great compassion and care with families that experience the loss of a child. She is a developer, a supporter, an educator, a compassionate communicator and an inspiration to many.” Evans truly loves what she does. “Nothing beats taking care of babies.”
Dr. Siri Retiring
continuing changes in technology and processes offer the opportunity for me to continually learn new aspects of my job and constantly hone my skills. It is wonderful to be able to see the improvements in neonatal care over the years and to be a part of implementing the changes here at The Birthplace.” Throughout her time at the hospital, more than 100,000 babies have been born. She has seen the Nursery go from
Mapatunage Siriwardena, MD, or Dr. Siri as he is called, is retiring after more than 18 years as a neonatologist in the Special Care Level II Nursery, the only Level II in the Mohawk Valley. As the founder of the Special Care Nursery he has seen many advances in technology that make a difference in the lives of the women and children cared for at FSLH. “Over time I have seen significant additions to the services we provide for our newborns,” said Dr. Siri. “Our team set up the Pediatric Cardiology Program with Syracuse, as well as a transport program to safely move infants to and
from Syracuse when they need more specialized care. The Special Care Nursery is designed the way we want it to be, supported by technology that helps us care for sicker babies and keep them here, close to home and family.” The Children’s Miracle Network (CMN) Hospital at FSLH has provided funds over the years for vital programs, services and equipment for the women and children in The Birthplace. Dr. Siri has worked closely with CMN to make the Special Care Level II Nursery what it is today and to provide extraordinary care to the children and families treated there. “The care Dr. Siri provides to our Miracle Families is exceptional,” said Michele Adams, CMN coordinator. “The amount of positive feedback I receive regarding the work Dr. Siri does not only for the babies but for the entire family is remarkable. He has certainly been an excellent partner to CMN and the families we help.” Dr. Siri’s work has had an impact on the lives of thousands of babies over the years, and he has also impacted the people he has worked with. Evans has worked with Dr. Siri since he began his work at The Birthplace. “Working with Dr. Siri has been wonderful,” said Evans. “He is extremely knowledgeable and I learn from him every day. It’s fantastic to be able to discuss issues that arise in the Nursery with him and to constantly learn about different conditions and diseases. He has had a very big hand in furthering not only my education but that of his coworkers. He will be greatly missed.” Dr. Siri’s contributions to the Special Care Level II Nursery have given the Mohawk Valley an essential resource for newborns and FSLH will be forever grateful for his role in developing this special nursery. n Healthcare Happenings Magazine
11
foundation
I Give. I Inspire.
2012 Annual Giving Campaign Kicks-Off This Fall Fall marks the start of the Annual FSLH Employee and Community Giving Campaign. Each year hundreds of employees and community members participate in this hospital-wide fundraising effort to make a difference in the lives of the patients, residents and families we care for. This year’s campaign is themed, “I Give. I Inspire.” You can help grow and strengthen our organization by making a gift to this year’s campaign. Many employees choose to give back through payroll deduction, an easy way to donate. A small payroll deduction can add up to a large gift. One-time donations are also welcome. Remember your gift provides a tax deduction for you, and also helps enhance patient care for the individuals and families who come through our doors each day. All gifts stay right here at FSLH. During this year’s campaign, you can choose where you want your gift to go — give where you are inspired to give. Some areas of need have been identified for this year’s campaign, including: • Acute Care/Medical-Surgical/Critical Care • Emergency Department improvements • Regional Cancer Center - Outpatient Infusion Treatment Unit renovations • Regional Dialysis Center. You can also choose to have your gift applied where the need is the greatest at FSLH. We live here. We work here. We provide care here. This is our time to join together to help give to and grow our organization. To find out more about this year’s Annual Giving Campaign call the FSLH Foundation at 315.624.5600. Give Hope. Give Love. Give Laughter. Give Back. n
Les Congdon, RN, Emergency Department
12
Healthcare Happenings Magazine
quality
Clinical Documentation Improvement Team and Huron Consulting Group Make Positive Impact at Faxton St. Luke’s Healthcare By Caitlin McCann
Accurate clinical documentation of the patient experience is critical for the patient, physician and hospital. Quality of care and patient safety are enhanced with accurate, specific documentation. It supports a better transition between providers, limiting the risk of errors in medical treatment. A medical record with complete documentation leaves no room for error. Patient care is complex and each aspect of care needs to be documented and recorded. The Clinical Documentation Improvement (CDI) team at FSLH helps to ensure that all services and activities, as they relate to patient care, are recorded accurately. The information is used to review the use of resources, length of stay, morbidity and mortality statistics and trends, as well as generate the correct charges for patient billing. To maximize the safety and benefits of clinical documentation, FSLH engaged the Huron Consulting Group in August 2011 to develop an improvement program. The team created a Clinical Documentation Improvement Policy (CDIP) and trained registered nurses to become clinical documentation specialists to implement the new policy. Huron Consulting Group is a national firm which helps clients in diverse industries improve their performance, comply with complex regulations, reduce costs, better leverage technology and stimulate growth. Their goal is to help clients deliver sustainable and measurable results. Healthcare Happenings Magazine
13
Working together with Huron Consulting Group, the purpose of the CDI Team is to: • Increase the accuracy, integrity and quality of patient data • Ensure minimal variation in coding practices • Improve the quality of physician documentation within the body of the medical record • Establish guidelines for clarification when needed • Develop protocols that promote compliance with Centers for Medicare & Medicaid Services (CMS) and Det Norske Veritas (DNV) standards. DNV is FSLH’s accrediting organization. The clinical documentation specialists began training in August 2011 and continued through early October 2011. Registered nurses received five weeks of classroom training followed by clinical rounds. Coders also participated in the classroom training which taught the team what to look for when reviewing clinical documentation and to better identify areas that needed clarification.
Importance of Accuracy Clinical documentation specialists currently review Medicare patient charts and assign a diagnostic relation group (DRG) code to each patient, based on their diagnosis. These codes classify patients’ diagnoses in order to monitor similar requirements, use of resources, length of stay patterns and costs incurred by the hospital in treating the patient. Each DRG has a unique value which represents the amount of resources needed to treat that condition in a particular patient. The variety of DRGs in Medicare patients at a particular institution are combined to calculate a case mix index (CMI). Approximately 41 percent of patients treated at FSLH are insured by Medicare. FSLH’s ultimate goal is to accurately capture the CMI as it supports an efficient use of resources based on what the patient requires. Proper coding and documentation of testing and treatment allows for the accurate calculation of CMI, which impacts the hospitals reimbursement rate per patient.
14
Healthcare Happenings Magazine
“The help we’ve received from Huron Consulting Group has been extraordinary,” said Marianne Baker, MS, RN, CCM, CPHQ, AEMT-I, director of Regulatory Affairs at FSLH. “They’ve been there for us every step of the way and helped to increase our CMI, which ultimately leads to our patients receiving appropriate and timely care. By more clearly demonstrating and recording the resources we use, our Medicare reimbursement is more in line with what it actually costs to care for patients.” All Medicare admissions are reviewed after the first 24 hours to ensure patient documentation states the reason for admission and treatment provided. Of significant importance to the clinical documentation specialists is the proper documentation of present on admission (POA) indicators, which identify any conditions that existed prior to admission. Pre-existing diagnoses can affect patients’ outcomes and are important to ensure quality patient care. “It is important to adequately document a patient’s reason for admission, as well as the specific care rendered,” said Lynne Toussaint, BS, RN, CCDS, lead clinical documentation specialist. “Accurate and adequate documentation will provide a true reflection of the severity of the patient’s illness. The end result is enhanced quality patient care and an accurate case mix index.”
Maintaining Communication At times, the documentation on a patient’s chart may need additional information, and it is up to the clinical documentation specialists to query the physician to receive clarification. These queries may be in verbal or written form, and every effort is made to obtain the answers prior to the patient’s discharge. “Working together with the physicians to clarify documentation in the patient’s chart is important to patient care and to the success of our team,” said Debra Oliver, RN, clinical documentation specialist. “Maintaining consistency throughout the medical record and improving communication between the staff ultimately leads to a more positive outcome and can
include a decreased length of stay for the patient.” The quality of patient care has improved using the verification of resources and documentation. The assistance of the Huron Consulting Group and the implementation of the CDI team has lead to an increase in FSLH’s CMI. “Huron Consulting Group has already made a significant impact on our organization in the short time they have been working with us,” said Scott H. Perra, FACHE, president/CEO of FSLH. “We look forward
The CDI Team: (From left to right) Mary Ann Zwierecki, RHIT, CCS, data quality specialist (coder), Jo Ann Abel, RHIA, data quality specialist (coder), and Katherine Rice, RHIA, CTR, data quality specialist (coder), review a case.
to the continued improvement of patient information and collaboration between the staff to make the program a success. While the successful implementation of this project helps us financially, our most important goal is to realize our mission — to provide the highest quality health care in our region.” n
• Physicians • Physician advisor • Professional coders • Clinical documentation specialists (RNs) • Allied care providers
The CDI Team Members:
• Jo Ann Abel, RHIA, data quality specialist (coder) • Cynthia Allen, RN • Marianne Baker, MS, RN, CCM, CPHQ, AEMT-I, director of Regulatory Affairs • Dawn DeCarlo, Health Information Management secretary, CDI meeting recorder
• Carol Lareau, RN, NP, Hospitalist Group • Debra Oliver, RN • Sherry Pitoniak, LPN, RHIT, CTR, data quality manager • Katherine Rice, RHIA, CTR, data quality specialist (coder) • Roseann Shablak, RHIT, data quality team leader (coder) • Lynne Toussaint, RN, Lead CDS • Lora Tyminski, RHIA, CCS, CRT, data quality specialist (coder) • Mary Ann Zwierecki, RHIT, CCS, data quality specialist (coder)
Healthcare Happenings Magazine
15
service
Patient Access Services:
Where First Impressions Matter Most By Mary Pl ado
Brenda Estey knows how important first impressions are. As a patient registration clerk in Patient Access Services at FSLH, she is often the first point of contact for patients. When a mother and her child walked in to Admitting at the St. Luke’s Campus, Estey immediately smiled and greeted them. She then began talking to the little boy and offered him some paper and a pen to draw with. This small yet thoughtful act helped keep him happily occupied so Estey could register his mother, a process that includes gathering personal, insurance and medical-related information. “A great first impression is what we strive for because it can last throughout the patient’s experience while here at Faxton St. Luke’s,” said Kara Thieme, director of Patient Access Services. “One of our priorities is to ensure patients feel comfortable and at ease. Our staff focuses on providing great customer service and is very patient-centered.” Although the registration process is brief, Patient Access Services works to
16
Healthcare Happenings Magazine
accommodate their patients quickly and get them to their destination as soon as possible. Patients are welcomed in a warm and inviting atmosphere, where flower arrangements and photos help patients feel like they haven’t left their home. Apart from the aesthetics, staff provides patients with blankets and water, and even meal tickets should they have to wait. As the first point of contact for many patients at FSLH, Patient Access Services plays a critical role in the delivery of care. From scheduling to registration, Patient Access Services works to ensure seamless access to services within the healthcare environment. Patient Access Services has 60 employees working at both the Faxton and St. Luke’s Campuses including Admitting, Central Scheduling, the Emergency Department (ED), Faxton Registration, Pre-Registration and Urgent Care. Many are unaware of the extensive work done within Patient Access Services. An abundance of knowledge is required of patient registration clerks, who must
be familiar with complex health insurance requirements and multiple computer programs. Patients expect efficiency throughout the process. The average time of registration varies, but ranges between three to four minutes for existing patients and approximately 10 minutes for new patients. At the time of registration, basic demographic information is taken. This information is the basis of a patient’s medical record and used for contact and billing purposes following their treatment.
Heather LiVigni, patient registration clerk for Patient Access.
The process of registration has been streamlined with the same registration forms, monitoring systems and computer programs used in each department. All of the staff are trained using scripts to prepare them for their job. It helps to decipher what information to ask for and the proper way to ask for it. In turn, this helps deliver excellent customer service when everything is understood thoroughly and can be explained clearly to the patient.
The ED has Patient Access employees available 24 hours a day to register patients. In 2011, the ED registered nearly 37,000 individuals. Patients can register two ways, either at the desk or at the bed-side. Bed-side registration is done with a mobile cart that is brought into the patient’s room allowing for the patient to be more comfortable while registering. In the ED, timing is critical. Priority is given to patients brought in by ambulance and these patients are typically registered within four minutes. Work in the ED can
be fast paced and unpredictable. It’s busy and important work. The patient registration clerks work as a team along side the ED providers and staff. Regardless of the department, patient registration clerks in Patient Access Service are dedicated to providing patients with personalized and compassionate care. “No two days are the same and it’s always rewarding helping patients as they begin their health care journey,” said Estey. “I enjoy helping them and being a part of their experience.” n Healthcare Happenings Magazine
17
John Weakley delivers a birthday balloon and card to his grade school teacher, Mrs. Helen Hampston.
service
Making a Difference … One Patient at a Time Staff rounds with new patients to make their stay as pleasant as possible. B y E r i n G i g l i o t t i People often look forward to their tenth, twentieth, maybe even fortieth class reunion. John Weakley had no idea that during a typical new patient visit this past July, he would get to have a 65 year reunion with his grade school teacher, Mrs. Helen Hampston. A year and a half ago, an important initiative began to help improve the patient experience and luckily for FSLH, John Weakley is a key component. In an effort to make each patient’s stay at our organization as pleasant as possible, John started rounding with almost all new admissions. When meeting with each new patient, John greets them and their family members, asks how they are feeling and if there is anything he can do to make their stay a little bit more comfortable. His goal is to support and assist during their stay. On one day in particular, John received the new admission list and saw a name that he will never forget — Helen Hampston — his grade school teacher from Poland Central School District. Not only was she a new patient, it was also her birthday! All patients who celebrate their
18
Healthcare Happenings Magazine
birthday during their stay with us are delivered a large balloon and card from the organization. This birthday delivery was a special one for John. “It was such a nice surprise to see Mrs. Hampston and know she was in good hands with our nursing staff on her unit,” said John. “I really enjoy meeting with new patients and getting to see my teacher from grade school was a nice bonus.” Feedback from patients, like Mrs. Hampston, about meeting with John was so positive it was decided to add two additional staff members to the rounding team — Sue Warwick and Jerry Plows, director and assistant director of Volunteer Services and Guest Relations. Many times patients don’t want to interrupt the work of the nurses and feel more comfortable asking a nonclinical person for things that would make their stay just a little bit better. If they want something special to eat, their room temperature to be changed or an extra pillow, John, Sue and Jerry work with staff members to make the requests happen.
On average, the Guest Relations team meets with forty to fifty new admissions each weekday on Maternity, Fifth Floor, Sixth Floor and Allen-Calder 1, 2 and 3 at the St. Luke’s Campus. They work closely with Environmental and Nutrition Services as well as the nursing and support staff on each unit to support the overall patient experience. “Meeting with patients is the best part of my day,” said Sue. “I love talking with patients and when we are able to fix something for them, they are so grateful. They appreciate that we took the time to meet with them and find out how they are doing. I meet so many interesting people — it’s the most fulfilling part of my job!” If there is a delay in accommodating a patient request, a service recovery gift bag is given to the patient. Included in the bag is a ceramic to-go cup, a flashlight, coffee and tea and an apology note signed by the staff person. It is FSLH’s way of apologizing for any inconvenience they may have experienced. “We work hard to ensure we provide the best patient experience that we can,” said Sue. “First impressions are very important. We believe rounding with new patients gives them a resource for help and creates a more positive experience.” “I always treat everyone the way I would want to be treated, because I can relate to what the patients are going through,” said Weakley. “When I talk with patients I put myself in their shoes. When you look at it from that perspective it is much easier to connect with them and understand how they feel and how we can support their needs.” n
Patrick Dooley, registered respiratory therapist, with patient Dennis Bernard.
quality
Pulmonary Rehabilitation: A Breath of Fresh Air for Patients By Mary Plado
For patients with chronic respiratory problems, pulmonary rehabilitation can help increase endurance and decrease shortness of breath. The Pulmonary Rehabilitation Program began in 1995 and is part of at FSLH’s Regional Rehabilitation Center. It is one of only 21 programs in New York State certified by the American Association of Cardiovascular and Pulmonary Rehabilitation (AACVPR). Each day, 12 to 15 patients receive pulmonary rehabilitation at the Faxton Campus for conditions that range from chronic obstructive pulmonary disease (COPD) and emphysema to lung cancer and pulmonary fibrosis. Patrick Dooley, a registered respiratory therapist at FSLH, has been with the Pulmonary Rehabilitation Program for six years. When asked what he enjoys most about his job Dooley responded with much enthusiasm, “My patients!” “Working in Pulmonary Rehab is very rewarding,” said Dooley. “Our program stands out from the rest because of the personal attention given to each patient. I develop a friendship with patients and enjoy checking on their progress even after they leave the program.” The Pulmonary Rehabilitation Program offers patients individualized exercise programs to help improve their overall quality of life. Dooley is assisted by two per diem respiratory therapists who help monitor patients and administer treatment. In fact, Dooley receives many Christmas cards from past and present patients and received a “Spirit of Caring Award” in 2009 for his compassionate care. The award is given to employees who demonstrate FSLH’s pillars of excellence and core values, and serve as a role model for the organization. For Dooley, there is also an emotional aspect to his job. He works to build confidence in each patient through exercise as well as education. For example, he teaches proper breathing techniques, how to take medication correctly and creates
exercise programs to help slow the progression of lung disease, all of which help to improve their quality of life and maintain independence. Dooley enjoys being able to show patients their progress from when they start the program to when they finish. “Seeing how their confidence has grown and how far they’ve come is a wonderful feeling,” he said. Patients are typically referred to the program by their pulmonologist or primary care provider. After each individual is evaluated, they begin exercising three days a week for one to two hours. Patients have access to treadmills, stationary bikes, NuStep machines, various weight machines and free weights. “Thank you so much to Patrick Dooley for his encouragement, dedication and patience in this program,” said Sheila Rivet, a former patient of Dooley’s. “His caring for all of his patients is so evident. He is an asset to the program. Actually, he is the program - machines are everywhere; he is not!” Dennis Bernard, another one of Dooley’s former patients, received treatment for 26 weeks at FSLH’s Pulmonary Rehabilitation gym located at the Faxton Campus. Bernard loved every minute of his time in the rehabilitation program. “Patrick is an outstanding caretaker and treats everybody like they’re his friend,” Bernard said. “He relaxes you and makes the program something you look forward to doing. The staff members are very sociable, comforting and knowledgeable. The staff support I received and the program overall delivers a personal touch. I never felt like I was on an assembly line of patients rotating through the program.” Bernard maintains a positive outlook despite life’s challenges. “Everyone has hurdles in life that they need to overcome,” he said. “No matter what cards you’re dealt you need to push through and never give up.” For Bernard, the treatment he received in the Pulmonary Rehabilitation program has helped him along life’s road. n Healthcare Happenings Magazine
19
education
Campaign For Quality An educational series with international, national and local speakers. More than 480 people attended the 2012 event. By Erin Gigliot ti
FSLH employees Kathy Ward and Chuck Williams at the 2012 Campaign For Quality.
JoAnn Raker (Left) and Michelle Selden (Right) stand with their Quality Academy poster at Campaign For Quality.
20
Healthcare Happenings Magazine
Just as fine wine gets better with age, so does FSLH’s Campaign For Quality (CFQ). The 2012 program was the best year yet. On October 12 and 13, 2012, FSLH’s Campaign For Quality celebrated its 11th anniversary with more than 480 physicians, healthcare workers, students and community members from across New York State. This popular program held at Hamilton College in Clinton, New York, featured international, national and local experts who presented on current trends in healthcare, quality improvement topics and patient safety initiatives. “We believe a good approach toward achieving our goal of quality care and patient safety is to foster a culture of learning for our employees, medical staff, volunteers and the community members at large,” said Daniel Kopp, MD, chief medical officer at FSLH. “Programs like CFQ help us achieve our goal and support a future where lifelong education, excellence in healthcare and maintaining good health endures.” On Thursday, October 11, Ronald Culberson, MSW, CSP, kicked off the event at the Radisson Hotel with his humorous presentation “Do it Well. Make it Fun. The Key to Success in Healthcare Quality.” On Friday, October 12, keynote speaker Dave deBronkart, also known as “e-patient Dave” presented his story “e-Patients: Empowered, Engaged, Equipped, Enabled.” After being diagnosed with Stage IV kidney cancer and given a grim diagnosis, Dave became an active patient and his own advocate. Now cancer free, deBronkart is actively engaged in opening healthcare information directly to patients on an unprecedented level, creating a new dynamic in how information is delivered, accessed and used by the patient. This is revolutionizing the relationship between patient and healthcare providers. Throughout the day on Friday, 13 one-hour sessions were offered. Attendees selected their sessions based on their interests. Topics included electronic medical record, women and vascular disease, crucial conversations, readmission prevention, incident
reports, oncology navigation, radiation therapy, lifestyle medicine, the patient experience and more. Speakers on Saturday included John J. Nance, JD, a lawyer, Air Force and airline pilot and internationally published author who presented “Why Hospitals Should Fly”; David M. Liebers, MD, who spoke about antibiotic stewardship; and Elliot S. Fisher, MD, MPH, who discussed accountable care. CFQ is coordinated by the Keith A. Fenstemacher Center for Continuous Learning (KAFCCL) and is sponsored by FSLH and its Medical Staff, Iroquois Healthcare, the Medical Staffs of St. Elizabeth Medical Center and Rome Memorial Hospital, Excellus, ProAct Inc., Bond, Schoeneck & King, PLLC, Medical Liability Mutual Insurance Company (MLMIC) and the American Heart Association and Go Red For Women. n
(Above) Ron Culberson humors the crowd during the Thursday night dinner at the Radisson Hotel in Utica. (Left) CFQ attendees listen to keynote speaker “e-patient Dave” at Hamilton College.
Healthcare Happenings Magazine
21
medical staff announcements
Waleed Albert, MD, FACP, medical director for Quality and Utilization. Dr. Albert serves as a physician advisor to the medical staff, Case Management staff and the Utilization and Review Committee, for which he is chairman. He works closely with attending physicians to ensure their patients are given accurate bed assignments and that their medical and surgical conditions are managed efficiently. Dr. Albert closely monitors the practice patterns of physicians, the accuracy and completeness of their documentation in medical records, and how they use their resources. He also decides medical necessity when appropriate, ensures regulatory compliance and works with third party payers for any disputes that arise over length of stay.
22
Healthcare Happenings Magazine
Dr. Albert earned his Doctor of Medicine from the Faculty of Medicine of Damascus University in Damascus, Syria. He completed a residency in Internal Medicine at Trenton Affiliated Hospitals in Trenton, New Jersey, and a fellowship in Infectious Diseases at Albany Medical College and the Albany Stratton VA Medical Center, both in Albany, New York. Dr. Albert most recently held the position of chief medical officer at Rome Memorial Hospital in Rome, New York. Previously, he held positions as an Infection Prevention officer and attending physician of Infectious Diseases for FSLH and as an attending physician of Infectious Diseases for St. Elizabeth Medical Center in Utica, New York. Dr. Albert is board certified by the American Board of Internal Medicine in Internal Medicine and Infectious Diseases. He is a fellow of the American College of Physicians and a member of the
American College of Physicians Executives. He can be reached by phone at 315.624.6558 or by email at walbert@ mvnhealth.com. Gregory Dalencourt, MD, has joined FSLH’s Bariatric Surgery Program. Dr. Dalencourt is affiliated with Dr. William A. Graber’s bariatric practice in New Hartford, New York. Dr. Dalencourt earned his Bachelor of Science in Biology with a minor in Chemistry from Walsh University in North Canton, Ohio, and Doctor of Medicine from Ross University School of Medicine in the Commonwealth of Dominica, West Indies. He completed an internship and residency at Geisinger Medical Center in Danville,
Pennsylvania, an internship at Penn State Milton S. Hershey Medical Center in Hershey, Pennsylvania, and a fellowship in Bariatric and Minimally Invasive Surgery at Tufts Medical Center in Boston, Massachusetts. Prior to joining FSLH, Dr. Dalencourt was a surgeon for the Peconic Bay Medical Center Multi Specialty Organization and Twin Forks Surgical Associates, PC, both in Riverhead, New York. Dr. Dalencourt is a member of the American College of Surgeons, Medical Society of New York and American Medical Association. FSLH is the number one ranked bariatric hospital in New York State for 2011 and 2012, and is among the top five percent of hospitals in the nation for its bariatric surgery program with a 5-star rating by HealthGrades. Dr. Dalencourt is accepting new patients and can be reached in the office of Dr. William A. Graber, located at 1724 Burrstone Road, New Hartford, at 315.624.4760. Nader Elgharib, MD, FACC, has joined the practice of Mohawk Valley Cardiology and Ramzi F. Nassif, MD. Dr. Elgharib worked as an interventional cardiologist at the University of Vermont, Fletcher Allen Health Care in Burlington, Vermont, prior to joining Mohawk Valley Cardiology. Dr. Elgharib earned his Doctor of Medicine from Saint Joseph University in Beirut, Lebanon. He completed a residency in Internal Medicine at East Tennessee State University in Johnson City, Tennessee, a fellowship in Cardiovascular Diseases, a fellowship in Interventional Cardiology at Montreal Heart Institute in Montreal, Quebec, Canada, and a fellowship in Interventional Cardiology at Saint Vincent Catholic Medical Center in New York, New York. Dr. Elgharib is board certified in Internal Medicine, Cardiology and Interventional Cardiology. He also received certification from the Certification Board
of Nuclear Cardiology. Dr. Elgharib is a fellow of the American College of Cardiology and the Society of Coronary Angiography and Interventions and is a member of the American Medical Association. Dr. Elgharib is accepting new patients. He may be reached at Mohawk Valley Cardiology, located at 1676 Sunset Avenue, fourth floor, Utica, at 315.624.8135. Andrew T. Pellecchia, MD, has joined FSLH’s Gastroenterology Department. Dr. Pellecchia performs advanced endoscopic procedures including endoscopic ultrasound, endoscopic mucosal resection and endoscopic retrograde cholangiopancreatography (ERCP). In addition to these procedures, he also performs HALO therapy for the treatment of Barrett’s esophagus. Dr. Pellecchia earned his Bachelor of Arts in Biology from the University of Pennsylvania in Philadelphia, Pennsylvania, and Doctor of Medicine from SUNY Upstate Medical University’s College of Medicine in Syracuse, New York. He completed an internship and residency in Internal Medicine at Yale New Haven Hospital in New Haven, Connecticut, and a fellowship in Gastroenterology at Montefiore Medical Center in Bronx, New York. Prior to joining FSLH, Dr. Pellecchia held attending positions at Jacobi Medical Center in Bronx, New York, and Crystal Run Healthcare in Middletown, New York. He is affiliated with Digestive Disease Medicine of Central New York. Dr. Pellecchia is a member of the American College of Gastroenterology, the American Gastroenterological Association and the American Society for Gastrointestinal Endoscopy. He is board certified in Internal Medicine and Gastroenterology. Dr. Pellecchia is accepting new patients and can be reached at 315.624.7000.
The following physician assistant and nurse practitioners have joined Adirondack Community Physicians (ACP) Medical Group. Jessica Faith Murphy, RPA-C, has joined FSLH’s ACP Washington Mills Medical Office as a physician assistant. Prior to joining ACP, Murphy was a physician assistant at a local provider’s office in Utica, New York. Murphy earned her Bachelor of Science in Biology and Master of Science in Physician Assistant Studies from Le Moyne College in Syracuse, New York. She is a member of the American Association of Physician Assistants, New York State Society of Physician Assistants and Association of Family Practice Physician Assistants. Murphy is accepting new patients and can be reached at the ACP Washington Mills Medical Office, located at 3946 Oneida Street, New Hartford, at 315.624.8300. Tracey Piccola, BS, MS, RN, FNP-C, has joined FSLH’s ACP Barneveld Medical Office as a family nurse practitioner. Prior to joining ACP, Piccola worked as a registered nurse for Slocum-Dickson Medical Group, PLLC, in New Hartford, New York, and Rome Memorial Hospital in Rome, New York. She has also worked as a residence counselor for Upstate Cerebral Palsy in Rome, New York. Piccola earned her Bachelor of Science in Biology from SUNY Geneseo in Geneseo, New York, Bachelor of Science in Nursing from the University of Rochester in Rochester, New York, and Family Nurse Practitioner Master of Science from SUNYIT Utica/Rome in Marcy, New York. Piccola is accepting new patients and can be reached at the ACP Barneveld Medical Office, located at 7980 State Route 12, Barneveld, at 315.624.8440. Healthcare Happenings Magazine
23
Maysae Sancrown, BS, RN, FNP, has joined FSLH’s ACP Whitesboro Medical Office as a family nurse practitioner. Prior to joining ACP, Sancrown worked as a registered nurse in the Oncology and Cardiac/MedicalSurgical Departments at FSLH. She has also worked as a medical interpreter, English to Karen and Burmese, for the Mohawk Valley Resource Center for Refugees. Sancrown earned her Associate of Applied Science in Nursing from Mohawk Valley Community College in Utica, New York. She earned her Bachelor of Science in Nursing and Family Nurse Practitioner Master of Science from SUNYIT Utica/Rome in Marcy, New York. Sancron is accepting new patients and can be reached at the ACP Whitesboro Medical Office, located at 37 Main Street, Whitesboro, at 315.624.8800. Debra Walz, RN, MS, WHNP-BC, AOCNP, STAR/C, nurse practitioner with the Regional Cancer Center. Debra Walz is responsible for promoting continuity of care for patients in the Breast Cancer Program. She is part of a multidisciplinary breast cancer team that provides advanced nursing care to meet the specialized needs of cancer patients. The team focuses on cancer prevention and detection, cancer diagnosis and treatment, rehabilitation, survivorship and end-of-life care. She also helps develop and implement new services that support diagnosis and treatment of breast disease patients. Prior to joining FSLH, Walz was a women’s health and oncology nurse practitioner at Bassett Medical Center in Cooperstown, New York. She also worked as a registered nurse at Seton Health in Troy, New York. Walz earned her associate’s degree in Applied Sciences in Nursing from Adirondack Community College in Queensbury, New York, and a bachelor’s degree from Keene State College in Keene,
24
Healthcare Happenings Magazine
New Hampshire. She earned her master’s degree in Women’s Health and Oncology at Columbia University School of Nursing in New York, New York. Walz is board certified as a Women’s Health nurse practitioner and Oncology nurse practitioner and is a Survivorship Training and Rehab (STAR) certified clinician in Oncology Rehabilitation. She is a member of the National Association of Nurse Practitioners in Women’s Health, Oncology Nurses Society, Nurse Practitioner Association of New York State and Sigma Theta Tau, an international honor society of Nursing. Walz can be reached at 315.624.5764 or email at dwalz@mvnhealth.com. Emergency Department providers: Lingappa S. Amernath, MD, MS, FAAFP, is the medical director for the Emergency Department. Dr. Amernath earned his Bachelor of Medicine, Bachelor of Surgery from Stanley Medical College and Hospital and his Master of Surgery from the University of Madras, both in Madras, India. He also completed his internship and residency in Surgery at Stanley Medical College. Dr. Amernath is board certified in Emergency Medicine (BCEM), General Surgery (India) and Family Medicine, and is a fellow of the American College of Family Physicians. Dr. Amernath is also the medical director for the Remsen Fire Department and is the emergency medical services (EMS) director of Education for Midstate EMS. He serves on the Regional Emergency Medical Services Council and served as president of the Mohawk Valley Indian Physician Organization. Dr. Amernath is a member of the American Academy for Emergency Medicine board in India and previously served as president for the board. He is active in the international section of the American College of Emergency Physicians (ACEP) and is a nominated ambassador to India for the ACEP. Dr. Amernath has more than 24 years of experience as a practicing physician
and is a clinical assistant professor in the Emergency Medicine Department at SUNY Upstate Medical University in Syracuse, New York. Naveen B. Seth, MD, is the associate medical director for the Emergency Department. Dr. Seth earned his Bachelor of Arts from the University of Pennsylvania in Philadelphia, Pennsylvania, his Master of Business Administration from Owen Graduate School of Management in Nashville, Tennessee, and his Doctor of Medicine from Vanderbilt University School of Medicine in Nashville, Tennessee. He completed a preliminary year in Internal Medicine at the University of Washington in Seattle, Washington, and his residency in Emergency Medicine at SUNY Buffalo in Buffalo, New York. Dr. Seth also completed an Emergency Medical Services fellowship at SUNY Upstate Medical University in Syracuse, New York. Emmanuel V. Bapana, MD, earned his Bachelor of Medicine, Bachelor of Surgery and completed his resident rotating internship at Kurnool Medical College in Kurnool, Andhra Pradesh, India. Dr. Bapana is board certified in Internal Medicine and Emergency Medicine, and has more than 16 years of experience as an attending physician in New York and New Jersey. Victoria Chanliecco, MD, earned her Bachelor of Science in Biology from the University of the Philippines and her Doctor of Medicine from the University of the East Roman Magsaysay Memorial Medical Center, both in Manila, Philippines. She completed an internship at Medical City General Hospital and her residency in Obstetrics and Gynecology at Makati Medical Center, also in Manila, Philippines. Dr. Chanliecco completed her residency in Internal Medicine at Montefiore
Medical Center of the Albert Einstein College of Medicine in Bronx, New York. Dr. Chanliecco is board certified in Internal Medicine and has more than 16 years of experience as an attending physician in hospitals in New York and New Jersey. Dhimant G. Mankad, MD, FACEP, earned his Doctor of Medicine from Baroda Medical College in Baroda, India. He completed his internship at Albert Einstein Medical Center in Philadelphia, Pennsylvania, and residencies at St. Clare’s Hospital in New York, New York, and Kingsbrook Jewish Medical Center in Brooklyn, New York. Dr. Mankad is board certified in Emergency Medicine and is a fellow of the American College of Emergency Physicians. He has more than 37 years of experience as a physician in emergency departments; 35 of those years were spent at St. Elizabeth Medical Center in Utica, New York, and Rome Memorial Hospital in Rome, New York. Jud Stern, MD, earned his Bachelor of Arts in Natural Science from Johns Hopkins University and his Doctor of Medicine from Sackler School of Medicine at Tel Aviv University. He completed a residency in Internal Medicine at New York University School of Medicine and a residency in Emergency Medicine at Mount Sinai School of Medicine, both in New York, New York. Dr. Stern has more than 19 years of experience as an attending physician in hospitals throughout New York. Cathy E. Jimmerson, PA, earned her Associate of Applied Science in Nursing from Troy State University in Troy, Alabama, her Bachelor of Science in Biology from the University of North Carolina at Chapel Hill and her Physician Assistant degree from SUNY Stony Brook in Stony Brook, New York. Jimmerson has more than 26 years of experience as a staff nurse and physician assistant in hospitals throughout Alabama, North Carolina and New York.
Michael J. Reddy, RPA-C, earned his Bachelor of Science in Health Science from SUNY Cortland in Cortland, New York, and his Bachelor of Science in Physician Assistant from D’Youville College in Buffalo, New York. Reddy has more than 15 years of experience as a physician assistant in various local hospitals and is a volunteer firefighter, paramedic and fire chief for Oriskany Falls Fire Department. Svetlana Baluk, RN, BSN, FNP, earned her Associate of Applied Science in Nursing from Mohawk Valley Community College in Utica, New York, her Bachelor of Science in Nursing and Master of Science in Nurse Practitioner from SUNYIT Utica/Rome in Marcy, New York. Baluk has more than 12 years of experience in the field of nursing and is a member of the American Academy of Nurse Practitioners. Elizabeth M. Checola, FNP, earned her Bachelor of Science in Nursing from the University of Rochester in Rochester, New York, and her Master of Science in Nursing from SUNYIT Utica/Rome in Marcy, New York. Checola has more than 15 years of nursing experience in various hospitals in Syracuse and Utica. She is a member of the Mohawk Valley Nurse Practitioner Association, New York State Nurses Association and American Nurses Association.
Barbara A. Martin, FNP, earned her Associate of Applied Science in Nursing from Mohawk Valley Community College in Utica, New York, her certification as a Family Nurse Practitioner from Community General Hospital in Syracuse, New York, and her Bachelor of Science in Nursing from SUNYIT Utica/ Rome in Marcy, New York. Martin has more than 38 years of experience in the field of nursing and is a member of the Mohawk Valley Association of Nurse Practitioners. Shannon Pelletier, RN, MS, FNP-C, earned her Associate of Science in Nursing from St. Elizabeth College of Nursing in Utica, New York, her Bachelor of Science in Nursing and her Family Nurse Practitioner Master of Science from SUNYIT Utica/Rome in Marcy, New York. Pelletier has more than 10 years of nursing experience in area hospitals and centers and is a member of the American Academy of Nurse Practitioners. Rebecca Topham, RN, MS, FNP-BC, earned her Bachelor of Science in Nursing from the University of Wisconsin in Oshkosh, Wisconsin, and her Master of Science in Nursing from SUNYIT Utica/Rome in Marcy, New York. Topham is a member of the United States Army Reserve in the 865th Combat Support Hospital in Utica, New York, and is a nursing adjunct professor at Mohawk Valley Community College. She has more than eight years of nursing experience in various hospitals throughout Wisconsin, Virginia and New York. Through her work in the Army, Topham was part of a three week medical humanitarian mission to Panama in 2006 where she provided healthcare to the underprivileged and underserved populations around Changinola, Panama.
Healthcare Happenings Magazine
25
patient letters
does make a difference in who you know.” Then one day I realized that they treated everyone like family. I was no different because I knew them. Every patient walking into the Radiation suite received the very best. There wasn’t a time that I couldn’t contact anyone to answer what might seem like a crazy question. I would list names but surely I’d forget someone, and really it was everyone! I can’t tell you how proud I am to be affiliated with such a terrific organization! It is clear these people live the tag line, “We Care. Body, Mind & Spirit.” Sincerely, Karen Christensen Utica, New York
Dear Faxton St. Luke’s Healthcare, I am writing to you to tell you how grateful I am for the staff at FSLH. If it wasn’t for the quick care I received in the Emergency Department this past May, I wouldn’t be here today. My daughter, Stacey, who was a nurse at your organization, started the rescue by calling 911 and getting me to the hospital. With quick and efficient care, I was rushed into emergency surgery. I can’t remember everyone involved in my care that evening, but I would like to let them know that they saved my life and I am extremely grateful. The time I spent in your facility and the care I received was excellent. I appreciate all who had a hand in my recovery. Thank you, Diana L. Jandke Marcy, New York
26
Healthcare Happenings Magazine
At the risk of plagiarism I’ll quote a line from an old folk song, “I’ve looked at life from both sides now.” And I have. For years I’ve been affiliated with Faxton St. Luke’s in the role of coordinator of the After Breast Cancer support group. I’ve always known that we had a great organization but never tested that theory until this past April when my partner, Ginger, was in need of radiation treatments. Of course FSLH was my first choice. Right from day one we were treated like family. Everyone in that suite went beyond their required responsibilities to make Ginger comfortable and free from worry about facing those enormous radiation machines. They toured her family and explained how the treatments would be administered, easing their fears and trepidations about their Mom. We were greeted with hugs and genuine affection from everyone daily! I’ve known most of the employees in Radiation for a long time. I thought “Wow, it
In June 2012, I was admitted to FSLH for a surgical procedure. I spent the evening and following day as an inpatient. Every person on the staff that I dealt with was kind, helpful and caring. There weren’t any exceptions. My wife was treated courteously and notified of my status throughout. The culture that has been created at the hospital is stellar! The hospital is a wonderful asset for our community. You are doing lots right! Gratefully, B.J. Reape New Hartford, New York I am writing a note to share my experience regarding the Emergency Department (ED). Thankfully, it was my first experience there in many years. This past June, I brought my 14-yearold son Marcus in following the advice of the pediatrician’s answering service. The staff from the entrance to the exit treated us with concern and respect. Julie at the front desk spoke directly to my son and made him feel comfortable. Les C. was his nurse and he was wonderful and patient. He explained everything to him with a little humor to ease the tension. The care attendants, Stephanie and Sharon, rounded regularly asking if we needed anything. Cindy, the patient advocate, saved me with coffee! If there
is any concern or complaint it would be the fact that it took nearly two hours to get the ultrasound needed to confirm his diagnosis. Dr. DiAntonio assured us the test would occur. His interactions with my son were calm and reassuring. I felt he was appropriate and concerned with my son’s outcomes. Of course, my immediate colleagues from the Rehabilitation Department were in checking on us too, affirming again how much we care about each other as “work family” not just coworkers. Overall, the experience was positive and I am grateful to the ED staff for making it so. My son did not require admission or additional procedures and is home doing well. Let’s all take a moment to thank each other and be reminded that kindness does make a difference. Kristin Burkle Occupational Therapist Faxton St. Luke’s Healthcare Joe Firsching, my Dad, my hero and my soul mate, ended up at FSLH’s Critical Care Unit (CCU) after having a massive heart attack in the wee hours of the third morning of September 2011. My husband, Steve, was with my Dad. When I arrived there that morning, Steve had to leave so he could look after our two children. There I was, all alone with my Dad. He never regained consciousness and throughout that Saturday he was resuscitated eight times as I waited for my sister in Virginia and my brother in Florida to finish their race to Utica to get to our Dad. A little while after I was in the CCU, I started to realize that guardian angels were employed by Faxton St. Luke’s. The “Clown Horn” (my words for the alarm sound) went off and that meant another cardiac arrest and resuscitation. While standing outside my Dad’s room my heart started racing and pounding in my chest. Then my head felt a bit strange and I thought any minute now they are going to admit me as well. That is when Maryanne Taverne from EKG came over to me to support me. Maryanne was truly there for me. That was our first meeting, one of many over the course of the next six days.
She kept watching over me. Thank you Maryanne! The next angel I encountered was Dr. Andrew Faber. He thoroughly explained everything to me about my Dad’s condition and the roller coaster ride that lie ahead. Dr Faber’s words were a tremendous help to me during the final days I had with my Dad. He also managed to make me smile and laugh! Boy, I really needed that! Dr. Faber, with a limp and a cane, chased down the hallway after me to tell me something I needed to hear. Thank you Dr. Faber for your powerful, truthful words and your support! Some of the other guardian angels were the nurses that took care of my Dad and in the process looked after me. They explained things to me if I had any questions. They also helped to create a diversion for my mind with a simple conversation from time to time. The most memorable nurses were Greg Young, Mark Theodore, Lindsey Gilchrist and Carol Zweifel. Carol was outstanding throughout the comfort care process ‘till my Dad’s last breath while I sang to him “Blackbird” by the Beatles, “You are my Sunshine” by Gene Autry and a few other songs. To all of you, thank you so much for your caring hearts, kindness and compassion. Thank you for all your hard work through school to get where you are today. Thank you Sister Maureen for your service to my Dad and me…Eskimo kisses. Then there was Eileen Pronobis from the FSLH Foundation who was my Dad’s friend. Eileen took me to lunch in the cafeteria. It was a wonderful respite from my troubles and heartache. That lunch seemed to last for three hours when in reality it was only an hour. Thank you, Eileen, for you are now my friend too. I would like to say “thank you” to Nancy Borden and Carol Ritchie from the Cancer Center for their friendship to my Dad and their friendship and support to me. The next angels were Jennifer Cook and Melinda Boehlert from Adirondack Community Physicians (ACP) in Whitesboro, where my Dad went for regular doctor’s office visits. I used to watch Jen and Melinda fight over my Dad. Melinda
and Melinda fight over my Dad. Melinda would check Dad in at the front desk and she would say things like, “My boyfriend is here.” When Jennifer, the nurse, would call him in for his appointment Melinda would say, “Keep your hands off my boyfriend.” Jen would reply, “Well he is mine now.” The banter would continue while Dad would laugh and grin from ear to ear. In the hospital they came to see my Dad on their way home from work. They made me laugh so much. Laughter really is the best medicine! To both of you, thank you for bringing happiness to the room. I will always remember your visit. The final guardian angel to appear was my Dad’s general practioner, Dr. Teng, from the Whitesboro ACP Office. Dr. Teng also stopped by on his way home to see Dad. He arrived at a very crucial time. He took his time to sit down with me and my siblings to explain things to us. Dr. Teng also called me earlier in the week to check on things. I know he was keeping a vigilant watch on my Dad’s condition. Thank you Dr. Teng! Also, thanks to Scott Perra for stopping by to see my Dad. Be proud of the “Caring Hearts” that you employ. They are truly AMAZING! They really do make a profound difference! During the most traumatic time of my life, I knew that if I should lose my strength and fall to my knees in a heap on the floor there would be an angel (or several) close by to pick me up and support me. To all the Caring Hearts, I am eternally grateful for all of you, even the doctors and nurses whose names I have not mentioned. Every single caregiver that I had the pleasure to meet with was a brilliant shining star! I will always remember the Caring Hearts that took care of my Dad and all those that watched over and supported me – Daddy’s Little Girl. Sincerely, Joanne Firsching Phelps Utica, New York
Healthcare Happenings Magazine
27
Non-Profit Org. U.S. Postage PAID Utica, NY Permit No. 60
PO Box 479 Utica, NY 13503
Suzy Burns, RN, CBPN-IC Nurse Navigator
Nancy Shaheen, MD Radiologist
Debra Walz, RN, MS, WHNP-BC, AOCNP Women’s Health and Oncology Nurse Practitioner
Alicia DeTraglia, MD Medical Oncologist
A compassionate team approach to breast care. As health care providers, we understand that seamless, coordinated care offers our patients clarity of diagnosis and treatment options, reduced wait times and an opportunity to be active participants throughout the continuum of care. As women, we appreciate the emotional impact that breast cancer has on our patients and their families. As a team, we provide quality care that is truly patient focused.
C A L L 315 . 6 2 4 . 5 7 6 4
TH E REG IO NAL C ANCER CENTER AT
We care. Body, mind and spirit.