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I Promise


Highlights A Highland Hospital employee newsletter.

URM HH I Care/I Promise lockup

February/March 2018

A Call to Serve On October 4, an email appeared in the inboxes of Highland Hospital’s medical staff. The Healthcare Association of New York State (HANYS) was recruiting medical personnel to go to Puerto Rico to aid victims of hurricane Maria. Six Highland nurses answered the call and were deployed as part of a larger HANYS team that spent two weeks on the hurricaneravaged island that was still largely without power and adequate supplies five weeks after Hurricane Maria made landfall there. Courtney Shores, PA, Devon Phelan-Patton, RN, Taina Ramos, LPN, Erin Barone, RN, Emily Winters, RN, Jeanine DiBerardinis, RN, BSN, Chelsea Davis, RN, had just seventy-two hours to make plans, kiss their families goodbye, and leave Rochester on October 25. They embarked on a life-changing and teambuilding journey to Fajardo, Puerto Rico. Emily Winters later said she’s been forever changed and inspired. When asked what she could bring back from this experience to Highland, “Given a common goal, I strongly believe that teams of clinicians can do anything they set their mind too under any circumstances. There should be no barrier or obstacle to collaborating between departments or systems,” said Winters.

Highland volunteers worked and slept in tents while working in Fajardo, Puerto Rico after Hurricane Maria.

Minutes after the Highland team stepped from a bus in Fajardo, HANYS Puerto Rico team 1, consisting of 30 volunteers who arrived immediately following the hurricane, gave the Highland team a brief status report including case updates, a clinic tour, and procedures tutorial. Within minutes, team 1 was gone on the same bus that delivered the Highland team.

From left to right: Courtney Shores, PA, Devon Phelan-Patton, RN, Taina Ramos, LPN, Erin Barone, RN, Emily Winters, RN, Jeanine DiBerardinis, RN, BSN, Chelsea Davis, RN.

The Highland team (part of HANYS Puerto Rico team 2) would go on to work more than eight hours that same day, seeing approximately 175 patients with cases ranging from hypertension and scabies to schizophrenia and depression. When the day ended, they slept in a sleeping tent a few steps from the clinic tent where they had worked. Jeanine explained, “I knew of Emily Winters when we left for Puerto Rico but before we came home, Emily and I had become close friends since our cots were less than two feet away.” The team went on to work twelve-hour days for two weeks straight. While Highland’s HANYS group remained together in Fajardo, Courtney Shores, NP, traveled with a Disaster Medical Assistance Team (DMAT), a division of the U.S. Department of Health and Human Services. She was dispatched to a remote rural region of Puerto Rico, as part of an eight-person team including a paramedic, NP, and six nurses. The DMAT teams are unique in that they are fully operational within hours of their arrival since they bring all necessary medical equipment, medications, tents, cots and fluids. The team traveled door to door delivering care and medications to residents in remote locations. Shores was dispatched with the 14th Army Combat Support Unit later on to deliver care and medications alongside military personnel. When asked how this work has affected her, Shores said, “It’s changed my life because I have a unique perspective on people’s amazing resilience particularly in

times of stress. I feel honored that I am able to actually go and do something that can make a difference.” Being a community hospital means Highland employees have a special commitment to providing compassionate care. That’s underscored by the fact that Compassion is one of our ICARE values, our guiding principles for our work, every day. By deploying to Puerto Rico, immersing themselves in uncertain conditions, in order to help people in desperate need, these employees put their Compassion into action and truly embodied the Highland Promise. Their effort is an example we can all follow as it reflects their profound commitment to others and to the Highland Promise.

Courtney Shores, PA, Highland Hospital, cares for a patient while volunteering in Puerto Rico at an area clinic.

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I Promise

Message from


Activate Your Worklife with myHR The Highland Hospital Human Resources department is making moves, including most notably the recent launch of MyHR. MyHR is designed to rebrand the HR Intranet page and show you that Highland HR is a unique and powerful resource that you can use to make the most of your Highland work experience.

Steve Goldstein President & CEO

Cindy Becker

Vice President & COO

Strategic Plan Update FY18-22

Your continued growth and development is part of what makes Highland Hospital strong and enables us to offer quality patient care and create satisfied patients and patient families.

We’ve completed our Strategic Plan for the 2018-22 period, and it sets us on course toward continued progress and expansion over the next five years. We will achieve benchmark quality measures, growth in our clinical services, new approaches to improve the overall patient experience, and initiatives to ensure employee engagement and employee wellness and we work in a culture where we can all thrive and provide exceptional care to those we serve.

MyHR will make it easier for you to understand and find the resources you need to create a better work life for yourself at Highland.

We are poised for growth with a forecast including increases of 13 percent in admissions, 8 percent in patient days, 15 percent in emergency room visits, and 25 percent in operating room procedures over the five-year period.

A $3.2 million expansion project is in process at Highland Family Medicine on South Clinton Avenue in Rochester. The expansion will include a 1,500 square foot addition for administrative offices, an additional clinic suite (for three providers), more physician offices, and a new educational space that will serve as a private administrative area for residents and fellows. The project will incorporate offices adjacent to all of the current seven suites and will help integrate Coordinated Care and Behavioral Health services.

However, we will only get there by becoming the leading community hospital recognized for best outcomes in clinical quality and patient safety, providing a unique brand of service excellence that promotes high satisfaction for patients and physicians, creating a culture that fosters a positive work environment resulting in high levels of employee engagement, continuing to develop outstanding clinical programs unique to Highland that respond to the needs of the community, and leveraging the faculty and UR Medicine’s expertise, complementing UR Medicine’s Strategic Plan.

The expansion is supported by Delivery System Reform Incentive Payment Program (DSRIP) funds, and private funding through the Highland Hospital Foundation, including proceeds from the 2017 Highland Hospital Foundation Golf Tournament. According to Mindy Cirasuolo, Highland Family Medicine Operations Manager, the project is expected to be completed in July 2019.

In addition, our success hinges upon investment in facility improvements, new equipment, and information technology enhancements to provide a state-ofthe-art environment for clinical staff to practice, and for our patients to receive

VISIT to learn more.

Highland Family Medicine to Begin Expansion Project

“We are excited about this well needed expansion. We can serve more patients and extend our reach into the community,” said Tom Campbell, M.D., Chair, University of Rochester Department of Family Medicine.

high quality care. Finally, we must ensure Highland’s financial performance remains strong, supporting quality care and investments that meet our planned growth. The future is bright at Highland. We are in a sound financial position with a reputation as a high quality, cost-effective community hospital

known for patient- and family-centered, compassionate care and we always strive for more. Ultimately, achievement of these goals will come from all of us as we work together, every day, to secure our future and achieve results. We’re confident we will be successful.

SPOTLIGHT ON… Highland Laboratory

Two Million Tests and Counting Did you know that more than 2 million tests are performed in the Highland Hospital Laboratory each year? “The diagnosis and information that effects care plans for most of Highland’s patients begins in the Highland Hospital Laboratory,” said Julietta Fiscella, M.D., CPE, FCAP, Chief, Department of Pathology, Cytopathology & Laboratory Medicine. “Seventy-to-ninety percent of patient information can be determined through a blood draw, which is also the least interventional test and the easiest avenue to start with.” The department recently added a new cobas 6000®analyzer (and will soon add another) to ensure state-of-the-art technology. These

analyzers perform the bulk of testing for blood chemistry and the intricate process to transfer from current instruments to new models will require months of work. “It’s a blessing to have this technology,” said Karen Behlau, MT, Laboratory Manager. “Some tests can get results in less than ten minutes.” Highland’s lab is located on the fourth floor and runs 24 hours a day, seven days a week. The Lab’s Clinical section includes: the Blood Bank, Chemistry, Hematology, Microbiology, Point of Care Testing, and Specimen Management. The Anatomical Pathology section includes: Gross Room/Pathology and Histology. The Lab office serves both Clinical and Anatomical sections. The lab evaluates more than blood. Tissues and cells are also examined. Pathology assistants dissect and study surgical specimens and histotechnicians process slides from these tissues for microscopic evaluation by pathologists.

In 2017 the lab was recertified by New York State Department of Health and passed two voluntary inspections by the College of American Pathologists and the American Association of Blood Banking.

Fast Facts

• Total Laboratory reportable results per year averages 2.1 million. • Average turnaround time on any stat test that a clinician orders is 30 minutes with a compliance rate of 97 percent. • Current Laboratory Staffing: 53 licensed personnel, 14 support personnel provide 24/7 coverage. • Licensed personnel have a combined total of nearly 1000 years of laboratory experience in their fields of specialty.

Deb Hoops, Assistant Chemistry Supervisor, stands with Highland’s Roche Cobas 6000 Analyzer that provides Highland capacity and flexibility for clinical chemistry and immunochemistry laboratory testing.

$1.5 Million Gift to Fund Highland Program Highland Hospital will receive a $1.5 million donation from the T. Colin Campbell Center for Nutrition Studies for a new nutrition research program. Lead by Thomas M. Campbell II, M.D., and Erin Campbell, M.D., M.P.H., this significant research venture will focus on plant-based nutrition and will be part of Highland’s new Weight Management & Lifestyle Center.

more vibrant, sustainable lifestyles through weight loss, good nutrition and taking care of the whole person. The T. Colin Campbell Center for Nutrition Studies is a 501(c)3 nonprofit organization based in Ithaca, New York. The Center offers a variety of whole food, plant-based resources including a Plant-Based Nutrition Certificate in partnership with eCornell, hundreds of articles, recipes, educational videos, a healthy eating guide, monthly newsletter, and much more.

Initial research done through Highland’s Weight Management & Lifestyle Center will focus on nutrition and cancer. The pilot project will be a first-of-its-kind study that looks at the effects of plant-based nutrition in patients with advanced breast cancer, who are also receiving conventional therapy. The Center plans to do additional studies on nutrition as an intervention in a variety of diseases, partnering with experts in various specialties at the University of Rochester. The Highland Weight Management & Lifestyle Center is a new program that builds on the regional leadership of Highland Hospital in weight loss treatment. Its clinical programs are a commitment to helping patients live

Dr. Tom Campbell, M.D., reviews a plant-based menu regimen during a patient visit.

eRecord Launch Update: Some Changes Ahead Starting March 4 With new benefits expected for patients and staff at Highland, we continue to remain on track for the March 4 eRecord Go Live. While most of the major eRecord changes that affect employees and patients at Highland went live last May, there are some additional enhancements as the Imaging Sciences department moves procedure scheduling and documentation to eRecord’s Radiant application. Patient scheduling and check-in/out will also move to eRecord’s Cadence application in our outpatient practices like Highland Family Medicine. Along with all of the new enhancements gained through the ePARC project, billing for Strong Memorial Hospital and professional services fees will combine with Highland Hospital charges in a new, consolidated monthly patient statement presentation. New MyChart features including viewing statements, making payments and some appointment management will be available starting in March. Downtime to implement the applications in eRecord will begin at midnight on March 4, taking eRecord down for four-to-five hours. Departments should look closely at their staffing and downtime procedures for the evening of Saturday, March 3 through 4 to 5 a.m. on March 4 to ensure patient care continues without interruption. When the system comes back up and the new applications are live, departmental support teams will be in full effect. If you encounter a problem, check your learning materials or ask a colleague for help. If the issue persists, see a Super User (wearing a lanyard or badge that identify them) for assistance and escalation, as appropriate. Visit the eRecord Intranet site (http://sites. for more information.

Beat the Blahs Food Week Fantazmo to Kick Off Monday, February 12 Highland’s Annual Beat the Blahs will take place starting Monday, Feb. 12 through 17 with Food Week Fantazmo 2018.

Visit the Intranet for full details.

Explore new foods, health, and wellness ideas including demos, competition, and prizes awarded daily during the celebration including On-the-Go Healthy Bites by Kitchen-Verde®, 2018 Annual Warm the Walk, Highland’s Instant Pot® Bonanza, 2018 Annual Wellness Fair, Happy Hour Team Trivia, 2018 Annual Food Show, 2018 Annual Chili Cook Off and coffee, cookies, and cocoa. If you can’t make it to a scheduled event, participate in weekly activities including the daily Highland Puzzler, Walking Tours, a Fantazmo T-shirt Design Contest, and the Basket Showcase.

Physicians in the News Joseph Nicholas, M.D., M.P.H., is the new president of the Highland Hospital Medical Staff. Dr. Nicholas will work closely with other members of the Medical staff leadership team, Colby Previte, M.D., President-Elect and Timothy Lum, M.D., Secretary-Treasurer, as they plan for the next six years...

Joseph Nicholas, M.D.

Daniel Mendelson, M.D.

The International Geriatric Fracture Society (IGFS) has elected Highland Hospital Associate Chief of Medicine, Daniel Mendelson, MS, M.D., FACP, AGSF, CMD, as vice president. Dr. Mendelson will serve a two-year term, followed by a two-year term as president. A founding board member, Dr. Mendelson will be the first geriatrician to lead this group. Family Medicine Physicians on Monroe County Task Force to Combat Opioid Epidemic Monroe County Executive Cheryl Dinolfo recently announced the creation of an advisory panel to combat the opioid epidemic in the area. The panel will be convened by County Health Director Michael Mendoza, M.D., who is also a Highland Family Medicine physician, and will consist of medical experts, including individuals from local hospitals. Holly Russell, M.D., also a Highland Family Medicine physician, will serve on the panel.

Employees of the Month

Save the Date

Highland Hospital Gala – Saturday, April 14, 2018

The 2018 Highland Gala theme, Spring Time in New Suzanne Queiroz York, will feature silent and live auctions, impactful patient stories, lively entertainment, and more! RN, ASPN II October 2017

Emergency Department

November 2017

Deb Heinig, RN, ASPN III East 7

Funds raised at the event will benefit an ambitious expansion project within the Highland Maternity Center, focused on rebuilding maternity triage, an area where pregnant mothers are treated by physicians and staff. New triage bays will be configured into traditional rooms, providing better space and privacy for both patients and family members and the project will enable collocation of our well-baby and special-care nurseries. This newly designed space will also provide additional privacy and space for mothers and family members to care for their baby while they transition from advanced care to their trip home. Learn more at www.urmc.

Highland highlights 2018 Feb-Mar edition  
Highland highlights 2018 Feb-Mar edition