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common values

January 2012

patient centered community involved quality–driven innovative non–profit cooperative

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Taste of Wellness What does Worksite Wellness mean anyway? If you’ve ever wondered, now is your chance to see what the buzz is all about.

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Executive Director Update

Dear GHC-SCW Team, Arrivederci! It is with a heavy heart that I write to you during my last days as Executive Director. What a remarkable journey! I am so thankful for all the warm wishes and memories we have shared these past few weeks. Although I am eager to spend more time with my family during retirement, I will truly miss being with what has become my second family – my Group Health family. Rest assured that I will be watching from a distance to see how you all grow and accomplish even more into the future. There is no doubt in my mind that each of you will continue providing our members with the ‘superb care and impeccable service’ that I have seen you demonstrate for the past 37 years.

Larry Zanoni

The past few weeks have been full of celebration and emotion. First with our Winter Party, then with a special Retirement Party, I was able to see so many of you and that means the world to me. I want to thank everyone who attended the festivities! If you were not able to join us, I would like to share what made the past few weeks so special for me.

Winter Party Recap

It’s become tradition that we award the Helen Parrish “Better Together” Award to employees at the Winter Party. The award goes to employees that embody our five common values. This year, an entire team of employees from around the organization received it because of their efforts to bring Physical Therapy and Occupational Therapy to our Urgent Care Clinic. It was truly an innovative accomplishment, and one that might be the first of its kind in the nation. Judging by some of the patient feedback we have received, our members seem to appreciate the convenience of these new services. Diane Harlow, PT/OT Manager, accepted the award on behalf of the team. Award winners include:

Dr. Michael Ostrov- Project Sponsor Diane Harlowe- Project Manager Dr. Pam Heilman- Project Site Chief Dr. Kristen Knoepke- Assistant Project Site Chief Matthew Brown- PT/OT Team Brittany Burkeland- PT/OT Team Jackie Finley- PT/OT Team Ted German- PT/OT Team Jacqui Kimble- PT/OT Team Nissa McWilliams- PT/OT Team Pranali Mhadolkar- PT/OT Team Rose Mueller- PT/OT Team Wendy Parsons- PT/OT Team Dan Russo- PT/OT Team Marcy Schulz- PT/OT Team Scott Theado- PT/OT Team Barb Urmann- PT/OT Team Stacy Varesi- PT/OT Team

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Teresa Bauer- PCS Team Michele Brand- PCS Team Patty Faust- PCS Team Sara Garibay- PCS Team Melissa Griffin- PCS Team Alison Haack- PCS Team Cathy Haack- PCS Team Sharon Johnson- PCS Team Mary Yoss- PCS Team Al Wearing- Marketing Noah Carrillo- Marketing Lisa Marvel- Medical Imaging JoAnn Prange- Quality Management Phil Boll- CIS Jenny Paske- CIS Todd Sebranek- CIS Tammy Jones- Coding Sue Burback- COB/Billing


The Helen Parrish award winners aren’t the only ones who should be commended for their accomplishments. In fact, the entire GHC-SCW team deserves a big thank you for your contributions that resulted in some serious recognition last year. At the Winter Party, I was proud to report that once again, we are still on top when it comes to quality in health care in Wisconsin. Rankings done by the National Committee for Quality Assurance, or NCQA, put us at the top of the list, which is the seventh year in a row that we’ve been recognized with this ranking. We also ranked among the top 10 in the nation for the seventh year in a row! But there’s more good news! In 2012, GHC-SCW was the #1 health plan, according to InBusiness Magazine. The magazine surveys its executive register of hometown business leaders and asks them ‘what’s the first thing that comes to mind when it comes to health plans?’ Once again, they said GHC-SCW! This is very important recognition because the answers are ‘top of mind’ – not multiple choice – so you have to make a strong impression to be a winner. Another independent survey told a similar story. Corporate Report Wisconsin, a statewide publication, also surveyed over 3,000 businessminded readers and asked them to select top of mind winners in a variety of categories. I’m happy to report that GHC-SCW received the gold winner award in the ‘Best Health Insurance Plan’ category. I believe all of these accomplishments are only possible when we all work together to make this organization great. As I told the audience at the Winter Party, these accomplishments are a manifestation of the legacy that started with our founding members and it shines through in each of you today.

Retirement Party Recap

I wanted to send my heart-felt thank you to those were able to attend my Retirement Party. The stories that were shared were very special. Thank you to Dr. Manalo, Dan Futch, Sue Burbach, and Mark Dalebroux for your very touching remarks. I was especially touched by the video that was shown. It’s a great keepsake and I’ll cherish it for years to come. If you didn’t get a chance to see the video, you can watch it here: [INSERT VIDEO] Once again, I feel proud and privilege to have served as your leader over the years. I wish you all endless success and prosperity in the years ahead. Sincerely,

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Cooperative Corner

GHC-SCW salutes Larry Zanoni for his 37 years of leadership...

...and welcomes new Chief Executive Officer, Kevin R. Hayden.

The legacy continues A Note From Kevin R. Hayden Dear GHC-SCW Employees, I am very excited to officially be part of the GHC-SCW team! As your new leader, I want to assure each and every one of you that we will continue the successful legacy that began here 37 years ago. It is my intention to build on that success and lead our Cooperative into the future. Please let me also take this opportunity to thank everyone who helped me transition into my position, including the GHC-SCW Board of Directors, Senior Managers, and those of you who I have had the pleasure of meeting so far. I would also like to pay thanks to our previous leader, Larry Zanoni, for his energy and time as he helped me get acquainted with this great Cooperative. We have a lot to look forward to in 2013! I cannot wait to see firsthand how the top-ranked health plan in Wisconsin for quality is making a difference in the lives of our members. And I am especially eager to meet many of you in the weeks ahead as I make my way around the organization. Expect to receive more information in the near future about when that might be. Sincerely,

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Kevin R. Hayden


Skin Cancer Screenings

Did you know that 1 in 5 Americans are diagnosed with skin cancer during their lifetime? Skin Cancer Screenings at GHC-SCW take about 5-10 minutes and may detect any suspicious lesions on your body. Attend an upcoming screening at a location near you: DATE LOCATION TIME February 26, 2013 Hatchery Hill 12 p.m. – 7 p.m. March 20, 2013 Capitol 12 p.m. – 7 p.m. April 16, 2013 East 7 a.m. – 1 p.m. September 16, 2013 Sauk Trails 2 p.m. – 7 p.m. October 23, 2013 Hatchery Hill 7 a.m. – 1 p.m. November 21, 2013 Capitol 7 a.m. – 1 p.m. December 17, 2013 East 12 p.m. – 7 p.m.

FAST FACTS »» 5,000 -7,500 state employees may participate. »» Quality Management will conduct several health fairs in 2013 to serve as many state employees as possible. »» State employees will receive an incentive of up to $100 if they complete the initiative.

WebMD Health Visit & Screening State Employee Initiative Launched in January

The Department of Employee Trust Funds (ETF), which covers all state employees, began a new initiative that strongly encourages state employees to complete a Health Risk Assessment (HRA) and a biometric screening (B/P, height, weight, BMI and fasting glucose and lipids). As a leader in health and wellness, GHC-SCW began offering state employees a WebMD Health Visit & Screening, allowing them to complete the HRA and biometric screening. Following a GHC-SCW campaign that sent 14,000 letters to ETF employees and covered dependents, the initiative began with a bang! To date:

iPad Winner

Congratulations to Luke Thompson, Release of Information Department, for winning the iPad contest from Francis Investment Counsel. GHC-SCW employees were eligible to enter to win an iPad through Francis Investment Counsel’s new website campaign.

GET YOUR MBA IN HEALTH SYSTEM LEADERSHIP

New from Edgewood College

The MBA in Health Systems Leadership and Graduate Certificate in Health Systems Management are designed in close collaboration with the School of Nursing and local healthcare system experts. Courses are based on the Commission on Accreditation of Healthcare Management Education Competency Criteria. The MBA comprises 43 credits and the Graduate Certificate comprises 16 credits. CLICK HERE to learn more about the program offering.

»» we have about 60 lab results »» 133 members have taken the online HRA »» 36 members have scheduled a visit »» over half the appointments at Hatchery Hill are scheduled

Thank you to everyone for helping to make this initiative a success throughout 2013!

Questions?

‘You Made My Day,’

Christine Wipperfurth No fan of calling for appointments, one member was pleasantly surprised by the outstanding customer service provided by Christine Wipperfurth. “Christine was just a really good fit for me. She made my day. I love GHC-SCW and I want to give Christine recognition.”

Contact LISA SHERVEN, ext. 4887.

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Cooperative Corner

UW Health Clinic Additions

Cross Plains & Mt. Horeb Clinics Now In Our HMO Network

In an effort to bring more convenience for members, GHC-SCW added two UW Health Clinics to its HMO network: Cross Plains and Mt. Horeb. The clinics became available to members on January 1, 2013. To help integrate our care system with the clinics, several GHC-SCW department leaders met with staff from Cross Plains and Mt. Horeb Clinics. Everyone stressed the importance of providing members with efficient and integrated care.

Letter to the Hatchery Hill Radiology Team

“I was impressed with the service and care I got from several GHC-SCW employees this past week. I had a screening mammogram recently and got home to find a voice mail message from Paul Steichen in my Provider’s office, reporting that additional imaging and ultrasound were necessary. Paul returned my anxious callback that evening. He answered my questions as best he could and with compassion. Then when I called to make the next appointments, the reception I spoke to was both helpful and kind in seeking the earliest appointments possible - actually persuading me to come sooner in case the ultrasound could be fit in. Later, I also got a reassuring voicemail message from my Provider, Dr. Rebecca Bull. When I returned to Hatchery Hill for the diagnostic mammogram, Lori Drewes took the follow-up images and let me know at each step what to expect (including not to worry if she didn’t immediately

return from showing the new images to the doctor). Then the radiology staff made time for the ultrasound so I wouldn’t have to make a separate trip a week later. Char Maier pointed out the spots of concern on the ultrasound screen and said they looked like cysts to her. She confirmed that with the doctor soon after. Her approach was kind, informative and reassuring. No one ever wants a less-than-normal test result, but my recent experience with it was about as positive as I could hope for. I felt like everyone involved was working together to take care of me and address my concerns; it felt so coordinated as to be nearly seamless. I’ve always been pleased with GHC-SCW, but this week leaves me with no doubt that I’ve chosen the right organization for my health care. Please pass on my compliments and thanks to everyone involved! Sincerely, GHC-SCW Member Since 1993

‘Works from a Place of Deep Love and Caring’

Jolene Huber, “Oh my goodness, I hardly know where to begin with my praise for Jolene Huber, PA, who treated me when I came in with what turned out to be a fractures to the fibula and 4th and 5th metatarsal. I had bigger, broader concerns on my mind than the leg and foot injury, and Jolene – and she’s done this before – turned the full force of her radiant compassion, wisdom, and counsel in guiding me toward solutions for WHOLE mind/body wellness. ‘It begins with love,’ she said, going on from there. Honestly, it was the best and most needed medicine. What a unique Provider you have in this woman. She works from a place of deep love and deep caring for the patients she serves. She could be anything … teacher … minister … healer … friend. She is all of those things.

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Thank you, GHC-SCW Member


The Affordable Care Act – What next?

By: Kathy O’Neil, Corporate Strategy and Compliance Officer The Affordable Care Act (ACA) passed over two years ago. Overall, the approach was to expand health insurance coverage. Recently, insurance coverage has expanded to include adult children; limitations on some pre-existing conditions, premium increases/profitability; and Women’s Preventive Services, etc. Most of these were built into ACA through supporting rules and regulations. However, the proposed rules, regulations and “calls for comment” continue to grow. Last year alone, more than 14,000 pages were promulgated to support, clarify, and define ACA! In 2013 we will note significant insurance market changes. A few examples include mandated benefit plan standards, guaranteed issue of insurance products, restricted pricing provisions (moving away from age/gender pricing to a model where everyone pays about the same), along with the launch of “Exchanges” where individuals and groups can shop coverage. The Federal Exchanges plan to launch as of October 1, for open enrollment with coverage effective January 1, 2014. If you don’t have health care coverage – you’ll need to purchase it by 1/1/2014 or face financial penalties when you file your tax return for 2014. “Exchanges” may be able to help find coverage. The Exchanges are designed for consumers to access a variety of carriers and products within a specific region. Exchanges will offer “one stop shopping” for coverage enrollment, for obtaining subsidies to help pay for coverage, and to learn eligibility requirements for other state programs. These Exchanges will operate as “large

“I find this exciting, in a weird, ‘I love my job’ way. It is change. And, it is something that will affect all of us.” electronic malls” where we can shop for coverage from a variety of carriers with assistance from “navigators” who have been trained on products, state and federal programs, and subsidies. Insurance carriers, who want to be included, will participate in application and certification processes to ensure that they meet “measures,” which are still being defined. These measures will probably add another 1,000 pages to the ACA. Market changes will certainly impact obtaining coverage. New regulations indicate that shopping in the Federal Exchange will cost health care consumers 3.5% of premium. If a consumer chooses a plan costing $1,000 a month – the Federal Exchange will add a 3.5% fee to cover the cost of this service. Besides this fee, a new annual sales tax starts on January 1, 2014. Every product that sold (in or out of the Exchange) will be subject to this sales tax. This tax is estimated to be about 3% per year according to the Congressional Budget Office. These taxes are in addition to a new fee already being assessed by government to fund the Patient Centered Outcomes Research Institute (PCORI). The PCORI fee started last October. The fee is $1.00 for each covered

life under a plan and increases to $2.00 – but may be increased based on changes in national health expenditures. Phase I of these credits started in 2010 through 2013. Phase II, starting in 2014, will provide tax credits for eligible employers for coverage purchased through the Exchanges. Tax credit eligibility will be determined by size of the small employer group and average annual wages of employers who purchase insurance. In addition, Individual premium tax credits will be available if they purchase insurance through the Exchanges. Exchange navigators will collect income and family size data for enrollment. Navigators will assess tax credits and set sliding scales for contributions based upon income level. Further, costsharing subsidies (i.e., deductibles or copayments) will be available depending upon income level. This will not be simple based on the changes and challenges ahead for the market and consumers. This article only focuses on market changes and new fees. I haven’t even discussed important provisions of ACA that are being implemented and yet to come. I find this exciting, in a weird, “I love my job” way. It is change. And, it is something that will affect all of us.

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Service Excellence

Your Standards for Service Excellence What characteristics does your ideal co-worker possess? You said: »» Team Player

»» Knowledgeable

»» Positive Attitude

»» Helpful to Others

»» Respectful

»» Flexible

»» Dependable

»» Honest

How Can You Create a Culture of Service Excellence?

As far as customers are concerned, you

In the summer of 2012, over 50 employees met for a Service Excellence retreat and drafted recommendations to improve customers service GHC-SCW for organizational leaders.

are the company.

From the retreat, recommendations were brought to a GHC-SCW management team, Senior Leaders, and finally to the Board of Directors. The recommendations were approved by all groups with great enthusiasm! The sub-group chairs (Lisa Sherven, Traci Kreuziger, Diane Harlowe, Paul Perkins, and LeAnn Woldt) are currently meeting with various departments to discuss how to best implement the recommendations. Stay tuned!

job. You hold in your

This is not a burden, but the core of your hands the power to keep customers coming back – perhaps even to make or break the company. -Unknown Author

Thank you for your continued efforts to provide excellent service to all of our members.

Over 50 employees from throughout the organization came together to answer the question, ‘how can we create a culture of Service Excellence at GHC-SCW?’ Glenda Horstman is a

‘Shining Asset to GHC-SCW’

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A member’s mammogram experience was very positive, thanks to Glenda Horstman. “She was so friendly, explained things well, and made me feel comfortable. Glenda is a shining asset to GHC-SCW.”

‘You Made a Difference’ Nancy Arnold,

“I would like to thank Nancy Arnold, RN, for her prompt and swift care through a series of phone calls while I experienced the worst medical condition of my life,” stated a recent member. “What a dear! Kindness, clarity, and compassion at its best! You made such a difference. I’m feeling better already.”


Sky’s the Limit for Excellent Care

For Teresa Padrutt and Krysia Martinson, ‘sky’s the limit’ isn’t just an expression. Sometimes their job takes them to construction sites where their ‘office’ is literally off the ground. It’s at our employer group worksites that they talk with our members about healthy habits and lifestyles. As Quality Management Outreach staff, these two did over 1,200 health screenings for our members in 2012 alone! Their screenings measure lab values and height, weight and BMI values. They also go over health risks, the health questionnaires (HRA’s), and encourage a healthy lifestyle. Both Teresa and Krysia have taken certification courses to be wellness coaches and Krysia recently completed all of her requirements and tests and is now a certified wellness coach. Congratulations Krysia! In addition to the onsite wellness coaching, both Teresa and Krysia are integral to our disease management outreach efforts. For the past three months, they have successfully piloted walk-in blood pressure clinics at East and Capital. Because of their efforts, members who just had a refill or new prescription written are contacted to come in for a follow up blood pressure check without having to make an appointment. So far over 50 members have taken advantage of this opportunity! Teresa also helps with the Wednesday evening immunization clinic at Capital, where she does staff blood pressure checks. Both Teresa and Krysia are on the Worksite Wellness committee and helped given TB shots at Madison College this fall. Thank you Teresa and Krysia for representing wellness at GHC-SCW!!

Anytime you see the Service Excellence logo appear, the idea behind it came from the employee retreat.

‘Outstanding, Caring’ Care from Monique

Simmons and Kay Dunn A member’s recent visit for an annual exam was “outstanding, kind, caring, and very attentive,” thanks to the efforts of Monique Simmons, NP and Kay Dunn, LPN. “Thank you GHC-SCW for hiring and retaining such pleasant and professional staff.”

‘You Were Friendly, Respectful, and a Pleasure to Work With’ Katie Hickcox,

Working from an office that is literally off the ground, Teresa and Krysia go to great heights to conduct outreach to our membership.

Thanks to the efforts of Katie Hickcox, a member had a very good experience in our Radiology department. “Katie worked with me and she was professional, friendly, helpful, respectful, and a pleasure to work with. I was impressed by her and feel that other members of GHC-SCW will also benefit from having her as part of your team.”

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Working Well

Holiday Weight Challenge Maintain, don’t gain!

Around 200 employees around the organization took the challenge to maintain their weight throughout the holiday season. If successful, employees were eligible to receive recognition points or donate the equivalent amount to the Second Harvest Foodbank.

workingwell

Taste of Wellness

What does Worksite Wellness mean anyway? If you’ve ever wondered, now is your chance to see what the buzz is all about. The Working Well Committee is proud to bring you a Taste of Wellness – where you can come and learn all about staying healthy at work. »» Chat with members of the Committee, Community Support Agriculture vendors, Fleet Feet (athletic retailer) representatives, and employees from the Complementary Medicine department. »» Learn all about wellness through on-site displays and information booths »» Enter for a chance to win door prizes and more!

LOCATION January 29, 11 a.m. – 1 p.m. January 30, 12 p.m. – 2 p.m. February 6, 12 p.m. – 2 p.m. February 20, 12 p.m. – 2 p.m. February 26, 11 a.m. – 1 p.m.

DATE Admin Hatchery Hill Sauk Trails Capitol Admin

ROOM Wisconsin Room Health Ed. Room Yoga Room Hess Room Wisconsin Room

No Boundaries for Running Group

We had our first after-hours running group this fall, with 9 staff finishing the 12-week training program at the Berbee Derby (5K). This was the No Boundaries program through Fleet Feet (athletic retailer) of Madison. Another group will form this spring. Attend the Taste of Wellness fair to learn more! See below for details about Taste of Wellness.

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De-stress with a Massage at Work

Stressed out? Or need a little break away? Try a chair massage, coming to your location! LOCATION Administration Capitol Clinic East Clinic Hatchery Hill

DATE 2/28, 8:00 a.m. - 4:30 p.m. 2/7, 10:00 a.m. -2:30 p.m. 2/14, 10:00 a.m. - 2:30 p.m. 2/21, 10:00 a.m. -2:30 p.m.

ROOM Waubesa Room Comp Med Exam Room Comp Med Exam Room Comp Med Exam Room

Watch Your Step – Avoid a Slip!

»» Wear the proper foot gear for the weather. Change into your office shoes once safely inside the building. Heels and slippery soles have caused workers to fall and injure themselves at work.

SLIPS, TRIPS, AND FALLS ACCOUNTED

»» Avoid carrying loads; but if you must carry a load, use a cart or make sure you can see over it.

FOR OVER 50% OF

»» Don’t carry loads up and down stairs – try taking the elevator. This may also protect your back. »» Use special care when entering and exiting vehicles; use the vehicle for support. »» Slow down! Take small steps to keep your center of balance under you. »» Test potentially slick areas by tapping your foot on them.

THE ACCIDENTS AT GHC-SCW IN 2012!

»» Report slip, trip and fall hazards to Facility Staff as soon as possible.

Complete a paper Staff Occurrence Report ASAP after a near miss or injury.

CLICK HERE for more winter safety tips.

Community Involvement

House call to Ethiopia

$861 Worth of Meds to Orphanage It’s not very often that one gets the opportunity to hand deliver crucial and life-saving medications to an orphanage is Ethiopia. Thanks in large part to the efforts of Mike Ochowski (Clinical Administrative Pharmacists) who put together a donation of at-cost medications, that’s exactly what Dr. Mark Huth, GHC-SCW Chief of Staff, will do as he travels to meet with orphaned children in Addis Ababa, Ethiopia. In Ethiopia, there is great demand for important medications, but they are difficult to get. Children in an orphanage there will receive these medications and they are certain to make a difference in their lives.]

Jingle Bell Run

Employees joined in the fight against arthritis, the nation’s most common cause of disability, when they participated in the Jingle Bell Run. On December 8, 2012, around 50 employees, friends, and family members ran or walked at the event.

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Departmental Updates

Medical Division Dr. Michael Ostrov PATIENT CENTERED The new WebMD portal is now fully available to GHCSCW members. All members with a GHCMyCHART account are able to use the portal to access Health Topics -WebMD’s online extensive library on topics related to medical, mental health, complementary medicine, and lifestyle behaviors. Providers can guide their patients to pages on this site to help them learn more about measures to take in addressing acute illness and preventing, or performing self-care for, chronic conditions. A health risk assessment tool, HealthQuotient, helps patients understand their current level of health compared to their peers and guides people to change lifestyle habits to improve their long-term health. Other patient centered tools include: My Health Assistant, Health Trackers, Symptom Checker, and very importantly, Shared Decision Making Tools to help people sort through their preferences in addressing testing and treatment decisions that they will discuss with their provider. In essence, the WebMD tool offers a number of powerful tools to help make care more “patient centered.”

‘Thank You for Open Pharmacies!’

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Evidence that our patient-centered approach has a dramatic impact on members, one member called to tell us just how much she appreciates the fact that GHC-SCW recently opened up pharmacy options for members. The member currently lives in Janesville and previously had to come to Madison to get her prescriptions filled. “This change in 2013 will make it much easier on me and my family to refill our medications. THANK YOU for this change!”

COMMUNITY INVOLVED Complementary Medicine has continued to host a number of community events that provide GHCSCW with a high profile in the media and a very positive perception amongst Madisonians. This has included community health fairs, programs for at-risk populations, and more comprehensive projects. Ghadeer Alafifi, Complementary Medicine Department, has created a program to provide free massages for people at Agrace, the local hospice facility. GHC-SCW Massage Therapists trained in therapeutic message for people with severe illness, travel on site to provide these services to GHC-SCW members and others in these unfortunate, end-of-life circumstances. You may be surprised to know that when new members join GHC-SCW, Complementary Medicine is cited as the most important reason that people chose GHC-SCW for their health insurance, after cost and employer decision. QUALITY DRIVEN Quality Management staff and Nursing leadership have teamed up to respond to the State of Wisconsin, Employee Trust Fund’s initiative to perform biometric screening on their employees and dependents. This involves more than 13,000 GHC-SCW members and will require a huge effort to make this happen. Height, weight, blood pressure, cholesterol and blood sugar are to be obtained on all of these people as part of the first phase of doing a health risk assessment. The organization’s goal is to collect this information on more than 50% of ETF members by the end of 2013.

‘You Are All Wonderful,’

Dr. Deaton, Dr. Leydon, and Nettie Beyer A mother of two sick children was so impressed by the care of Dr. Nancy Deaton and Dr. George Leydon that she called to speak personally with Al Wearing, GHC-SCW Sales and Marketing Director. When her sons became sick, she was touched by “how responsive and kind they were to both of her sons. You both were so wonderful when you took care of my sons.” The mother also had praise for Nettie Beyer, RN, who was “fantastic and so kind.”


Clinical Operations Cassie Remo

DIGITAL MAMMOGRAPHY UPDATE Construction is complete! The two new digital mammography units were relocated to their new suites the week of November 26. During the transition to the new units, the lag time for screening mammograms increased temporarily. Now, the more efficient digital method is increasing capacity due to appointments being of shorter length. Members benefit from a separate interviewing room and dressing area. PHARMACY UPDATE Effective January 1, 2013, the pharmacy network was opened for GHC-SCW staff model members as a service initiative. GHC-SCW staff model members may now use community pharmacies in addition to GHCSCW-owned pharmacies. With the open pharmacy network came a switch from SXC to Navitus as the pharmacy benefits manager (PBM). This will provide GHC-SCW with transparency in payments made to outside pharmacies in return for a set administrative fee per GHC-SCW member. Note that most GHC-SCW members will continue to use the GHC-SCW drug formulary and not the Navitus formulary used by State of Wisconsin employees. Communication regarding the expanded pharmacy network has been sent through letters to employer groups and members. Thank you to the Pharmacy staff and the departments Marketing, IT, Enrollment, Claims, Member Services, and Urgent Care, who were involved in these changes.

One of two new digital Mammography Machines at Hatchery Hill Clinic.

GHCNURSECONNECT UPDATE I’m excited to announce that our GHCNurseConnect nurse advice line went live with 24/7 coverage on January 1st, 2013, when the first night shift started at 9:30 p.m! When members call GHCNurseConnect directly (608) 661-7350 or (855) 661-7350), or select GHCNurseConnect from the clinic-automated attendant when calling a GHC-SCW clinic, they are able to speak with an RN for medical advice and triage at any time of day. We currently have a group of four GHC-SCW RNs that will work the night shifts from home. On-call MDs will still be utilized as a resource for the RNs during the overnight hours in the event the RN needs to consult with a physician. ICS-Medical Answering Service will continue to be in place; they will still assist with basic, non-triage questions (such as hours of operation) and they are our back-up in the event of any technical issues. GHCNurseConnect RNs, Team RNs and the Primary Care Call Center have worked together to add this beneficial service for our members. Thanks to the team of Telecommunications staff, Marketing, Contact Center Manager Melissa Griffin and Jenny Bishop, the Project Manager, for coordinating this important project.

‘You Left Me Feeling So Loved and Cared For’ Pam Olson,

One member wrote to us with praise for Pam Olson, who “carried my bags and belongings and helped me to my car.” Even though the member was in pain, they couldn’t help but be impressed with Pam’s demeanor. “Pam was so sweet, sharing her understanding and personal anecdotes that brought me to laughter. What a dear. I felt so loved and cared for. Thank you GHC-SCW!”

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Departmental Updates

Sales and Marketing Division Al Wearing

MEMBERSHIP UPDATE 72,017 members! That’s our current membership total after another successful year of growing our membership. Our Cooperative is only as strong as our membership, and I am very pleased that we continue to grow to serve more in the Dane County community. The sales team worked hard to keep our current employer groups and they were successful in securing new business with groups likes Rural Electric Supply Cooperative, Homz Management Corporation, Parts Now, MARC, and others. #1 HEALTH PLAN Hometown business leaders once again selected GHCSCW as the #1 health plan in Dane County. Each year, InBusiness Magazine surveys its Executive Register about their preferred local businesses in many categories and winners are recognized with the coveted Executive Choice Award. We are proud to be “top of mind” when it comes to health plan choices for our employer groups. Thank you to everyone in the organization for working hard to ensure that GHC-SCW remains a “top of mind” choice in our community.

‘You Went Out of Your Way for Me,’ Jolene Huber

A member with severe abdominal pain wanted to extend her appreciation for Jolene Huber, PA. According to the member, Jolene “was very kind and professional and went out of her way to make me feel comfortable. Thank you for the thorough exam, attention to detail, testing, and recommendations. I feel that Jolene did everything but take out the magic wand. She should be acknowledged and thanked!”

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HYBRID PROGRAM In December, 2012, we launched a new wellness program in partnership with Hybrid Fitness. The program helps participants eat better with a meal program and get in shape with a fitness program. GHCSCW members who participate in the program will be eligible for reimbursement for up to 100% of the fitness portion and 25% of the meal portion. Member response to our limited offering of new wellness program was very positive! Although we could only accept 104 participants at this time, we are very eager to see how the program helps our members get healthy! NEW WEBSITE While the Marketing and Information Technology Services teams are in the midst of revamping our public website, I’m proud to report that they are making progress towards launching a new and improved site that captures the essence of who we are! They are doing a lot of the behind the scenes work to fill our website with compelling content, but they couldn’t have gotten this far without the support of many of you throughout the organization who have dedicated time and energy towards this project. Many thanks to all the departments who have been true collaborators in ensuring our website can be a place for our members to get the information they need, when they need it. We anticipate the launch of the website in the upcoming weeks!

‘You Were Absolutely Great,’

Sarah Rankin Proving that everyone at GHC-SCW contributes to Service Excellence, a member called to compliment Sarah Rankin in reception. “She was absolutely great and helped me get the information I needed. I will be able to get my appointment on time thanks to Sarah.”


Information Technology Services Division Bruce Quade

OUTLOOK FOR 2013 While 2012 brought lots of changes to ITS (not to mention a name change), 2013 looks to be even more eventful. Just the amount of regulatory work slated to come to fruition by 2014 will put tremendous pressure on GHC and our industry. What you, as our customers, can expect from ITS in 2013 is continued communication enhancements, a straightforward intake (service request, issue, and project) process, and an increased focus on quality assurance for starters. We will be striving to support the organizational strategy and your individual needs with increasing agility and speed while providing a more easily navigated organizational structure. Thank you for your support in 2012 while we made changes, and we look forward to serving you in 2013.

VISIONARY IT LEADER NOMINATION In recognition of our relentless efforts in pursuit of innovative technologies for members, GHC-SCW received a Visionary Leader nomination from NetApp, a national technology company. GHC-SCW was nominated in large part for its work with Epic Systems and NetApp. The award recognizes companies that make IT dramatically more proactive, productive, and essential to creating business value. Organizations awarded are thinking differently about what is required to compete in the future.

Congratulations On Your Years of Service! (November 2012 – January 2013) Sizer A, Teresa, MD Pogodzinski, Christine Andrews C, Kelly Vandennoven E., Susan Krohn L., Judy Bishop L., Jennifer Drachenberg, Thad Gaddo R., Christine Greenwald S., Lori Legler A., Teresa Tietz D., Philip

30 25 20 20 15 10 10 10 10 10 10

Twining Kay, Donna Acker, Seraphine Beluli, Fekrije Engelberger, Maureen Haack, Alison Jenson, Lindsey Jurgens A., Jillian Majors, Penny Pfeil, Jill Salas, Stephanie Visser-Anderson, Els

10 5 5 5 5 5 5 5 5 5 5

Burbach, Kelsey Everson, Jeanette Geishirt J, Molly Hull L, Tamara McLaughlin-Bletsch, Alissa Morris, Ashlie Quade, Bruce Re, Nicole Shelbrack, Patricia Thompson, Luke

1 1 1 1 1 1 1 1 1 1

Anniversaries listed are based on hire dates throughout the year. Each edition of Common Values includes roughly two months of anniversaries, according to hire dates. Call 4453 for questions.

Welcome New Employees! Nancy Anderson Leslie Atkinson Susan Bisbach Nelle Burke James Galvez Wanda Hinrichs

Jaime Irving Jill Jacklitz Brett Kammerer Christine Kane Willow Kruchten Aejin Kwak

Group Health Cooperative of South Central Wisconsin (GHC-SCW)

Kathy Mallach Danielle McKimmy Jazmin Meiselvitz Joe Michels Bridget Prendergast Lisa Reed

Sandy Rodgers Suzanne Schmuhl Kim Schroeder Bridget Skare Staci Stafford Melinda Statz

Shannon Westman Teri White

15

MK13-20-0(01/13)N


Common Values - January 2013