Luminary Circle Newsletter Summer 2020

uminary Update A Newsletter for Luminary Circle Members | Summer 2020

a note from your luminary circle team Just like we wait each day to see if the summer monsoon season will bring evening rains, Luminary Circle liaisons eagerly wait to see what changes are made daily at Presbyterian Healthcare Services in order to be better prepared to help navigate our Luminary Circle members.

The COVID-19 testing site at Balloon Fiesta park recently changed once again to testing only pre-surgical patients, (including women with scheduled c-sections), and patients experiencing symptoms.

Because processes and policies are being updated frequently, to be able to best serve our members and patients, we strongly encourage you to visit our COVID-19 Resource Center for the most up-to-date information on screenings, testing, telehealth, visitor policies, clinic closures and service updates.

You can also contact a liaison 24 hours per day, 365 days a year by calling the Luminary Circle hotline at 1-855-772-7737.

We love hearing from our members when they need assistance or have questions, and anytime you have feedback.

We look forward to the day we can see you face-to-face!

Best wishes,

Jennifer Connell Luminary Circle Director

Cammie Witty Luminary Circle Coordinator

COVID-19 Response Fund We've raised over $800,000 to date and Presbyterian Healthcare Foundation is matching it with an additional $1 million in unrestricted funds. These generous contributions have funded unmet needs associated with Presbyterian's COVID-19 response efforts.

Foundation dollars have been especially helpful in filling funding gaps that include the following priority needs:

Telehealth equipment including laptops, iPads, cameras, headsets and Zoom licenses Partial funding towards 100 additional ventilators Two additional CPR-Assist devices Daily meals and snacks for frontline providers and staff Mist disinfection units and automatic transport ventilators for use by Albuquerque Ambulance UV countertop disinfectant devices Staff locker and shower room at Presbyterian Hospital Increased funding for Presbyterian Community Health programs addressing hunger including the Food Farmacy and Free Meals for kids

$70,755

Of over $800,000 raised for the COVID-19 Relief Fund, $70,755 came from our generous Luminary Circle members!!

Thank You

For more information, or to give to the COVID-19 Response Fund, go www.phs.org/give or call Kathryn Richards at 505-724-7003.

Helping You Navigate the COVID-19 Pandemic

As mentioned earlier in this newsletter, the situation with COVID-19 is changing rapidly. We are doing our best to keep all patients and members up to date on new guidance and additional measures we must take as an organization to keep our community and workforce safe.

The best thing you can do right now is remain calm and stay informed. While this is a serious situation, we have taken precautions to keep employees and patients safe.

For the most updated information, please visit the Presbyterian COVID-19 page regularly.

All of our sites care for adults and children.

For assistance with video visits or online visits, your Luminary Circle liaison can help!

Monday-Friday, 8am-5pm call 505-724-6580 or email luminary@phs.org.

Please note, video visits are accessible to all PMG patients, while online examinations are accessible only to PMG patients with Presbyterian Health Plan.

PRESBYTERIAN MEDICAL GROUP: PATIENT EXPERIENCE SCORES RISE DURING PANDEMIC Despite the challenges presented by the COVID-19 pandemic, PMG patient experience scores have risen well above target for the last two months and have showed an overall positive trend since last fall.

What's behind these increases in patient experience scores? With the elimination of waiting rooms, full parking lots and other issues related to in-person visits, patient experience has come down to the meaningful time they spend with their provider. "We can be proud of our participation in RELATIONS training over the last year as it has helped improve the quality of communication during patient visits, especially in these challenging times," said Jason Mitchell, M.D., Chief Medical Officer.

Additionally, PMG clinicians rapidly changed how we provide care in the ways our patients need. Over a series of weeks, clinics moved extensively to telemedicine to protect our patients and staff during the COVID-19 pandemic. The agility and willingness to change have created a safe and effective care environment that our patients appreciate.

Patient experience scores jumped to the 72nd percentile in April and May – the highest levels we've ever seen. A year ago, performance was the 51st percentile. The PMG patient experience score is now on track to finish at target at year end if the trend continues.

"Our data tells us that patient needs are being met by virtual care options," says Jason Bobbitt, Executive Director, Patient Experience.

"That means our technology is working and our Physicians and APCs are communicating effectively with their patients."

Above all, patients are telling us that they feel good about the care and attention they are receiving through telehealth visits and they appreciate our compassion, competence and consistency during these times of change. Despite the chaos and challenges of delivering care during this public health emergency, our PMG Physicians, APCs and staff are elevating the Promise for our patients and members.

PHS EXPANSION UPDATE

The Central Avenue pedestrian bridge project is underway.

Work to link the Marriott Springhill Suites hotel to the PH hospital lobby will take three to four months. (See photo above). More details to come.

Work to remove the Ruth Hanna Building to make way for the new patient tower is nearly complete. The tower should be completed in late 2022.

The new tower will enable us to complete our conversion to all private patient rooms in existing towers, expand our emergency department and create other improvements to the patient and staff experience at the hospital.

Work has started on a new 1200-space three-story parking garage for staff and visitors, with completion expected in 2021. The new garage provides a net gain of about 800 spaces over current parking capacity.

The Emergency Room waiting area expansion is proceeding and being coordinated with COVID-19 needs.

Work to construct the bridge over Central Avenue, connecting the Hyatt Hotel to the hospital has been delayed to reduce construction congestion around the during the COVID-19 emergency.

A new multi-specialty ambulatory surgery center (ASC) opened in February in the Physician Office Building that will provide care at a more affordable cost for patients, while freeing up capacity in our inpatient operating rooms.

Free online wellness events: We invite you to participate in free online wellness events offered by Presbyterian Healthcare Foundation and Presbyterian Community Health.

You will find offerings that include: Virtual Zumba Virtual Gentle Flow Yoga Virtual Healthy Lifestyle Nutrition Cooking Classes and more!

HOTLINE REMINDER Your Luminary Circle membership grants you access to our members-only hotline, available 24 hours a day, 7 days a week, including holidays. As a reminder, our hotline is the quickest, most reliable and secure way to receive live Luminary Circle assistance. Please make sure to store this number in your phone.

During normal business hours, for non-urgent needs, please call the Foundation office at 505-724-6580 to speak to a Luminary Circle liaison.

FACEBOOK Follow Presbyterian Healthcare Services on Facebook for Presbyterian news, events and resources, including the latest on the Presbyterian Hospital expansion project.

WELCOME NEW MEMBERS V. Sue Cleveland, EdD

www.phs.org/luminary facebook.com/preshealthfoundation