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What Happens Here Makes a World of Difference 2015 ANNUAL REPORT

Medical College

One of America’s Best Hospitals More of America’s Top Doctors America’s Greatest City Every year, thousands of individuals from around the world travel to NewYork-Presbyterian Hospital in New York City for the latest diagnostic modalities, advanced treatments, and innovative approaches available in healthcare today. Here they find outstanding care from physicians and surgeons practicing at the forefront of their specialties.

MESSAGE FROM OUR EXECUTIVE DIRECTOR

For nearly 20 years, NewYork-Prebyterian (NYP) Global Services has coordinated care for global patients that come to NYP from over 100 countries. Providing the highest quality coordinated care with compassion and dedicated attention for each patient has been central to our mission and that remains today as we have expanded our programs and services.

We all collectively work to extend the reach of NYP, attracting thousands of patients around the world annually. During the last 5 years, we grew our team’s presence with in-country representatives and our first Global Services office outside of the United States, offering better care coordination. We launched the Executive Health program to partner with our patients to achieve optimal health. Though our Corporate Health and Institutional Collaboration teams, we actively facilitate access to the expertise of NYP on a global scale by working with hospitals, physicians, universities, governments, and corporations in increasingly innovative ways.

As we look forward to 2016 and beyond, our team will continue to expand the hospital’s mission of being the leader in the provision of world class patient care, teaching, and research to local, state, national, and international communities. For example, as the university hospital of Columbia and Cornell, we will implement the Global Education and Training Program to train physicians from around the world. We will launch an integrative health program to provide patients with more options to reach their health goals. We will also advance how we engage our corporate community and better serve their employee needs. We will do all of this while we continue to provide exceptional care to our global patients, expand our NY and in-country presence, and utilize the latest technologies to facilitate better coordination of care and outreach to our patients, referring physicians, and outside organizations.

At NewYork-Presbyterian, we always put patients first. We stand proud in all that we do to provide access to the best NYP and our physicians can offer at one of the best academic medical centers in the world!

Michael Merritt Need Signature & title

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First patient from Turkey angle in three areas. need to pick one

MI L E STON ES/ TIMELI N E

2005

1998

~ Patient load reaches over 1000

2011

Ray to look for old pictures

~ Inaugural medical symposium hosted in Dominican Republic

~ First patient from Turkey seen with assistance from 2 Patient Liaisons and 1 Financial Counselor ~ Offices established in the Milstein Pavilion and Weil Cornell Medical College ~ 100+ international patients seen

2013

2000

~ First patient seen by Global Services Executive Health Program

~ Merger of International Services and Corporate Health to create “Columbia Cornell International and Corporate Healthcare Services”

~ In country representative added in Dominican Republic

2014

~ Institutional collaborations formalizes to extend NYP partnerships abroad ~ Opening of regional office in Riyadh, Saudi Arabia

2015

~ In-country representative added in China ~ Over 3,000 patients assisted by Global Services in New York City

LO O KI NG FORWAR D Key initiatives for the upcoming year include: ~ Implementation of the

Global Education and Training Program

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~ Launch of Integrative Health

Program

~ Introduction of Corporate Health’s

NYP Navigator program

GLOBAL SERVIC ES NewYork-Presbyterian Hospital’s Global Services Department saw its first international patient in 1998 from Turkey. Since inception, the department has grown to include four business units and services thousands of individuals, corporations, and medical providers around the world annually.

The core business units within Global Services work together to provide seamless care coordination and access to NewYork-Presbyterian, one of the top hospitals, and include: GLO BA L P A T I E NT SERVICES

GLOBAL PATIENT SERVICES

Assists patients traveling to New York for care at NewYork-Presbyterian by coordinating medical services and providing concierge support.

A comprehensive and personalized physical exam and wellness program to help achieve personal health goals.

COR P O R A T E H E ALTH Assists employees with access to healthcare at NewYork-Presbyterian and partners with corporations to design innovative programs that improve employee health and wellbeing.

GLOBAL SERVICES

EX E C U T I V E H E A LTH

I N S T I T U T I O N A L COLLAB ORATIONS

~ In-couuntry representative to be introduced in Bermuda

CORPORATE HEALTH

INSTITUTIONAL COLLABORATIONS

Partner with prominent international healthcare institutions to advance clinical care and offer training for physicians and healthcare providers.

~ Expansion of NYP presence in Dominican Republic with in-country representative in Santiago

EXECUTIVE HEALTH

~ Opening of regional office in

Shanghai, China

~ Establishment of Advisory Board in Mexico 3

GLOBAL SERVICES in

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New York

Through NewYork-Presbyterian’s comprehensive Global Services program, patients and their family members

find a multilingual and multicultural team committed to making them feel welcomed and at ease while far

from home. Dedicated coordinators provide personalized attention and service every step of the way – from the

journey to New York and throughout treatment, recovery, and their return home.

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177 Fort Washington Avenue Milstein

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601 W. 168th Street • Finance Representatives • Administration

• Patient Coordination

new pic Ray to identify

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28 W 44th Street

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• Patient Access

525 E. 68th Street Greenberg Pavilion • Patient Coordination

3 5 2

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641 Lexington Avenue • Leadership

Map data ©2016 Google Lite Mode

• Institutional Collaborations

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425 E. 61st Street • Executive Health

• Business Development • Education and Training • Strategy and Analytics Team

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GLOBAL SERVICES IN NEW YORK

GLOBAL PATI ENT SERVIC ES Our Global Patient Services team is composed of multicultural and multilingual patient coordinators, financial representatives, and patient access specialists who are committed to helping international patients feel welcomed and at ease while far from home. We work collaboratively with our physicians and patients’ local physicians to help plan an itinerary that addresses both travel and healthcare-related logistics for the patients and their accompanying loved ones.

20+

languages spoken among GPS staff

PATIENTS FIRST

Los Pacientes Primero I PAZIENTI PRIMA DIE PATIENTEN ZUERST HASTALAR ILK graphic for placeholder only 6

Care Coordination Our team guides families throughout the medical care experience, providing customized service and personal attention every step of the way – beginning with the journey to New York and throughout treatment, recovery, and the return home. Our guidance and support includes: • Scheduling physician and other clinical appointments or tests • Escorting patients and family members to appointments

27+

nationalities represented

by GPS staff

• Explaining and interpreting medical information, instructions, and procedures • Facilitating communication between referring physicians and NewYork-Presbyterian physicians • Organizing global air ambulance, ground ambulance, or other emergency transport services for critically ill patients • Making recommendations and arrangements for hotels or furnished apartments, including New-York Presbyterian’s on-site facilities

Prior to admission to NewYork-Presbyterian, our Financial Representatives assist families in understanding the cost of care.

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GLOBAL SERVICES IN NEW YORK

Growth and Initiatives The department has experienced significant growth over the years. Notably in 2015, the operations team has made heavy investments in personnel including the implementation of a shared governance model and dedication to staff training, in addition to emphasizing the importance of recruiting the best.

11%

increase in unique patients traveling to NYP for care since 2014

Capitalizing on the speed of growth and the dynamic healthcare environment, Global Patient Services has committed to a philosophy of continuous improvement in quality and process. Recently, Global Patient Services has partnered with Quality University, a NYP entity spearheaded by Dr. Henry Ting, NYP’s Chief Quality Officer, in order to assist in this initiative.

With process improvement as a key objective, the department will continue to be the premier destination for thousands of patients coming to NYP for care annually.

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VO IC E S O F L EAD E RSH I P Jackie Spence

Executive Director of Operations I am so honored to work with this world-class Global Patient Services team at the #1 hospital in New York.

NewYork-Presbyterian, anchored by two ivy-league

medical schools, Weill-Cornell and Columbia provides

high-quality, patient-focused, evidence-based medical care to patients near and far. Thousands of patients travel from all over the world seeking premier

healthcare from over 5,000 specialty physicians. This care is facilitated and made 8

possible by the talented GPS staff. I cannot imagine a better place to work; I feel so much admiration for what we do and who we are. It is a true honor to serve our patients.

Global Services Medical Directors

Physician Testimonials At New York Presbyterian, we are able to turn on patients’ immune systems to fight their cancers. Often times, we can achieve this without chemotherapy.

My mission is to leverage our immunotherapy expertise and research to help our International patients in their quest for a cure.

– Dr. Usama Gergis, Medical Director Global Services

We are honored to welcome and care for international patients, providing top notch clinical expertise, and offering state of the art technology. Global Patient Services significantly enhances the patient and physician experience. The group embodies the mission and vision of NewYork-Presbyterian Hospital.

– Dr. Paul Lee, Medical Director Global Services

Working with the NY Presbyterian Global Services team over the past year has been incredibly rewarding. Here at Morgan Stanley Children’s Hospital we provide Quaternary care to the sickest of children. Through Global Services, we have been able to reach far beyond our borders to help those in need. It’s incredible to see the obstacles parents will endure in their search for a doctor to help their child. With a caring and attentive approach, our coordinators facilitate the most difficult of transfers, providing hope and guidance to families in need. It is a privilege to work so closely with this dynamic and compassionate team, and I look forward to the continued expansion of services as we provide the medical expertise our patients cannot find close to home.

– Dr. Teresa McCann, Medical Director Global Services

It continues to be a great privilege caring for thousands of patients who travel from around the world to New York-Presbyterian for Medical care. Our teams of Physicians strive to be second to none in providing state of the art care of our entrusted International patients. As Clinicians, we all delight when the journey is complete and our patient returns to their home and doctor with a successful experience.

– Dr. Larry Katz, Medical Director Global Services

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GLOBAL SERVICES IN NEW YORK

EXECUTIVE H EALTH New York City residents face extraordinary stress through the continuous juggling of business, family and social obligations.

Many are dissatisfied with hurried, impersonal medical care and have been traveling to hospitals outside New York for Executive Physical examinations.

55%

increase in number of individuals served in 2015

by Executive Health

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Executive Health at NYP offers a fresh, patient-centered, innovative approach to management of existing medical disorders, early detection of medical conditions and health promotion. The service customizes examinations to the unique needs of each individual to keep New Yorkers at their optimal level of health and functioning. Executive Health also eliminates unnecessary testing ensuring all patients get appropriate screening in a private, holistic, convenient and efficient manner.

VO IC E S O F L EAD E RSH I P Wanda See

Director of Executive Health Our program provides a personalized touch to every

patient, continuously promoting the health of those who keep our great city in business!

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The program has grown tremendously over the years and has been the recipient of immense patient gratitude. The most significant complement includes consistent referrals of family, friends and business associates to receive the high level of care offered by NYP’s Executive Health. Recently, a patient has offered to serve as an ambassador of the program in support of our service.

Physician Testimonials The Executive Health team provides customized, patientcentered services to our Corporate Executives in NYC and beyond. Our clients receive coordinated care, high-tech diagnostic procedures and comprehensive clinical services which can only be achieved at an institution such as NYP in collaboration with the best academic physicians.

-Dr. Orli Etingen, Medical Director Executive Health Global Services

Executive Health in the Media

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Programs Launching in 2016 • Nutrify: Nutrition app designed to manage conditions identified through executive physicals • Exercise Physiology: Personalized exercise programs for clients • Preventive Cardiology Evaluations: Patients are connected directly to HeartHealth physicians

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GLOBAL SERVICES IN NEW YORK

COR POR ATE H EALTH

60

Over

wellness programs organized for NYP Corporate Health clients

The Global Services Corporate Health team works with Human Resources, Benefits and Wellness Leaders, Health Center Managers, and Medical Directors of New York City-based companies who seek access and services from our hospital and physicians. Acting as a single point of contact for clients to build relationships with the decision makers, Corporate Health navigates the vast NYP system on the client’s behalf, providing 24/7 access and support. In 2015, the team refreshed current program offerings and built solutions that align with the strategic goals of our target market of New York City based Fortune 500 companies.

Wellness Programs / Events Held

Corporate Health offers a suite of clinician developed wellness programs and solutions, encouraging employees to take an active role in their health and well-being.

Examples of Corporate Health Wellness Solutions • Sleep Health Optimization Program • Resiliency Executive Coaching • Dermatology Screenings

In 2015, Corporate Health coordinated 60 wellness events including physician-led talks such as sleep health, heart health and stress. The service also facilitated lifestyle-based programs such as NDPP- National Diabetes Prevention Program, Executive Coaching and One-on-One Sleep Health Assessments. Other programs include on-site flu vaccinations, on-site CPR Training for corporate employees and Emergency Services standby for events hosted by clients.

• • • • •

15 Physician Talks 15 Lifestyle-base Programs 15 Flu Shots 9 CPR Training Classes 6 Emergency Services Standby

VO IC E S O F L EAD E RSH I P Courtney Lagace

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National Diabetes Program Global law firm Latham & Watkins, with nearly 3,000 attorneys and staff in the US alone, launched a successful pilot of the National Diabetes Prevention Program in its New York City office with on-site A1c testing followed by lifestyle change classes throughout 2015. Thanks to the hard work and dedication of participants – 10 of whom moved from having prediabetes to normal blood sugar levels over the course of a year – the pilot’s strong results have set the stage for an expansion of the program.

The firm is now expanding the program to its Los Angeles-area offices and is exploring ways to further scale the program for its other locations.

AFP Morgan Library The American Hospital of Paris Foundation and NewYork-Presbyterian Hospital hosted a cocktail reception at The Morgan Library and Museum on Monday, May 4th for a total of 66 attendees including French-American based companies, current NYP Corporate Health clients and internal stakeholders to understand how both hospitals can support the healthcare needs of their families and corporations in New York, Paris and around the globe.

2015 Conference Board Sponsorship NewYork-Presbyterian’s Corporate Health team sponsored the 2015 Conference Board’s Employee Health Care conference at the Marriott Marquis on March 12th and 13th, 2015 with over 700 participants from top employers and industry leaders who shared case studies, best practices and practical next steps to help organizations define, achieve and sustain a highperformance health care program.

Client Testimonials We have been members of the Corporate Health Program at New York-Presbyterian Hospital for over 20 years. We have taken advantage of many of the services they provide including annual flu vaccine programs, lunch and learn sessions, CPR courses, Doctor referral program and of course their priority ambulance service.

We have found the services they provide and the teams we have worked with to be exceptional.

– Susan McGuire, Senior Vice President, Related

The Corporate Health team gives our organization great support during all Ralph Lauren events throughout the New York Metropolitan area. They are knowledgeable, responsive and thorough; and all this at an excellent value. The customer service is excellent and precise with our needs.

We are grateful for the hard work and exemplary service provided by the Corporate Health Team.

– Ralph Lauren

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GLOBAL SERVICES in

12%

increase in patient volume since 2014 – Latin America and Caribbean

Latin America Caribbean and

Numerous countries in Latin America and the Caribbean look to NewYork-Presbyterian Hospital as the premier choice to send patients in need of high quality comprehensive care.

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Specifically, NYP Global Services has made significant strides in cementing the brand in Mexico, Bermuda and the Dominican Republic through the identification of in-country ambassadors, a strong advertising footprint and partnering with major local organizations to hold symposia and educational events.

Through the strengthening of NYP presence in this region, the Global Services team has been able to drive over 500 patients to New York City to benefit from the expertise of NYP clinicians.

SPOTLIGHT: Futura de la Medicine 2015 March of 2015, Global Services NYP organized the El Futuro de la Medicina Symposium in the Dominican Republic, where five of NYP’s top physicians presented to clinicians and medical students about the latest and greatest developments in their respective specialties. The event served in facilitating knowledge exchange and networking for all healthcare stakeholders in the country. The highlight of the event was a speech given by the Minister of Health regarding continued collaboration with NYP.

Voices of Patients A few words are not enough to thank you from the bottom of our hearts for your help with our son's delicate health situation.

For us you were an angel sent to help us. We will be forever grateful for your help and for the services provided by the doctors and staff at NewYork-Presbyterian. Thanks again and best wishes!

– Patient’s Family, Panama

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50+

VO IC ES OF LEAD ERS H I P Ray Wu Project Lead NewYork-Presbyterian has been taking care

of patients from Latin America, especially the

Dominican Republic, for years and we travel with our best physicians to countries in the region to

further develop our relationships with healthcare institutions and providers. We established our presence with an in-region representative to

events held across Latin America in 2015

articles and advertising placements on behalf of Global Services

Voices of Patients Time and disease progressed for [patient] with no happy ending but many memorable moments and unforgettable people that hold a special place in our hearts.

They all went beyond the call of duty to help her. Global Services staff is a make it happen group and supported us till the end.

– Patient’s Family, Dominican Republic

promote our mission of being the global leader in providing healthcare, research, and education.

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GLOBAL SERVICES in the

24%

increase in patient volume since 2014 – MENA

Middle East

NewYork-Presbyterian Global Services serves as one of

the top names in the Middle East and North Africa when it comes to the delivery of comprehensive patient care.

Strengthening relationships with the Gulf Cooperation

Council embassies have driven a large patient volume to New York City where NYP supports the healthcare needs of over 1,000 international patients annually.

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Through the strategic placement of an office in Riyadh in the Kingdom of Saudi Arabia, NYP Global Services has improved its capabilities to provide seamless care to patients in the region, coordinating the care for over 300 patients. The office has grown to include translated resources and in-house telemedicine services to provide a truly personalized patient experience.

need picture of Middle East Office

Additionally, the Global Services team has heightened the NYP brand in the region through both sponsoring and exhibiting at key conferences, ranging from Arab Health in the United Arab Emirates to Health congresses in Saudi Arabia.

NYP Global Services Institutional Collaborations team has continued to leverage relationships in the GCC, capitalizing on the expertise of NYP physicians to conduct advisory services with top specialty hospitals including King Faisal Specialist Hospital & Research Center, Hamad Medical Corporation in Qatar as well as a plan to develop a diagnostic center in the region.

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need permission to use photos

VO IC ES OF LEAD ERS H I P Pietro Ferraro

Executive Director of Institutional Collaborations Institutional collaborations offer an opportunity: to increase the awareness and reputation of NYP

internationally; to build relationships with foreign institutions/providers, driving patient referrals

Voices of Patients I am thankful for everybody in Global Services, for your good management and for going above and beyond for my husband. – Patient’s Family, Saudi Arabia

as well as opportunities around patient care,

education and research; and to contribute to the development of foreign healthcare systems. It is

also a culturally and professionally enriching opportunity for NYP clinical and administrative resources.

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GLOBAL SERVICES IN THE MIDDLE EAST

I NSTITUTIONAL COLL AB OR ATION I N MI DDLE EAST Hamad Medical Corporation (HMC) in Qatar NYP has been selected to be one of the preferred consultancy providers for HMC in Qatar. Recently, a team of ten senior leaders in anesthesiology, surgery and administration accompanied by our Global Services team performed a ten-week review across HMC’s eight hospital system.

Spearheaded by Nida Shekhani, Director for Institutional Collaborations, EMEA, Dr. Alfons Pomp, Vice Chairman of Surgery, Dr. Vinod Malhotra, Vice Chairman of Anesthesiology, and Beryl Muniz, Vice President of Perioperative Services for NYP, the team successfully provided recommendations to further develop HMC ‘s clinical service line.

Development of a Diagnostic Center in Saudi Arabia NYP has been engaged in developing a conceptual and business plan for a diagnostic center in Jeddah to contribute to the development of healthcare in Jeddah and serve the community. The center focuses on providing comprehensive health evaluations, genetic testing, and the ability for virtual care such as telemedicine/second opinions and on-site rotating specialists from New York for key clinical conditions and follow-up care.

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events attended by the Global Services team in MENA

VO IC E S O F L EAD E RSH I P Oussama Elbaba

Executive Director of Business Development NYP has become one of the top names in MENA. Our regional office in Riyadh, partnership with KidsHeart Clinic in Dubai, and the extensive visiting program have tremendously helped in this regard.

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brighten photo

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VO IC ES OF LEAD ERS H I P Nida Shekhani

Director of Institutional Collaborations, EMEA The Middle East region is investing significantly in its medical infrastructure to provide high quality

care in country for their residents. NYP is committed to collaborating with key providers in the region to help them attain this vision.

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GLOBAL SERVICES in

22%

increase in unique patient volume in 2014 for Asia

China

NewYork-Presbyterian Hospital has always had a long

standing relationship with prominent medical facilities in

China. Stemming from an effort to enhance global health in the region, NYP has continued its commitment to

improving the healthcare of China by providing strategic council and working collaboratively with institutions.

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Recently, the Global Services team has developed a marketing strategy to formalize the NYP brand in Asia. Key individuals have represented NYP in the media and at notable conferences to extend the Global Services reach.

This includes holding targeted lectures on specialties specific to Chinese healthcare needs and collaborative discussions to strengthen clinical service lines and develop an education and training exchange for Chinese administrators and clinicians.

NYP has organized numerous observerships and education exchanges for management training and development. Additionally, the Global Services team has embarked on various business development initiatives with key stakeholders to ensure China has access to an honor roll institution in the United States. Specifically, Global Services has assisted with the refinement of offerings at NYP, tailoring to the needs of Chinese patients coming from abroad. Through customization of high-touch services and working with key referral partners, Global Services provides coordinated care services to all international patients coming from China and Asia.

need picture of Pietro speaking in China

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major events attended in Asia

I NSTITUTIONAL COLL AB OR ATION I N C H I NA New-York Presbyterian Morgan Stanley Children's Hospital (NYP-MSCH) has been hosting Beijing Children's Hospital (BCH) physician observerships since 2012. This program was funded by the Morgan Stanley Foundation when Morgan Stanley’s Global Alliance for Children's Health partnered with BCH in 2009. Since September 2012, 51 BCH physicians have completed obeserverships in 15 specialties. The observers have expressed great satisfaction in the learning experience at NYP-MSCH and have applied what they've learned to their everyday practice at BCH.

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VO IC ES OF LEAD ERS H I P Shu Li

Director of Institutional Collaborations, Asia We’ve seen fast growing demand for high

quality, international standard, patient-centered care. NYP is well positioned to be recognized

as a leading international healthcare provider in China that can provide the care needed,

work with and help develop Chinese healthcare professionals, and support the development

facilities where such care is offered.

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NEWYORK-PRESBYTERIAN ONE OF AMERICA’S BEST HOSPITALS Out of nearly 5,000 hospitals nationwide evaluated by U.S. News & World Report for its 2015-16 rankings, NewYork-Presbyterian ranked #1 in the New York Tri-state area and continues to be recognized as one of the country’s premier medical institutions. For the 15th consecutive year, NewYork-Presbyterian has been included on U.S. News’ prestigious Honor Roll.

NewYork-Presbyterian ranks in the top 10 nationally in: • Cardiology/Heart Surgery • Diabetes/Endocrinology • Geriatrics • Nephrology • Neurology/Neurosurgery

• Pediatric Cardiology/ Heart Surgery • Psychiatry • Rheumatology • Urology

You can also benefit from specialized programs in cancer, dermatology, orthopedics, transplantation, and vascular medicine, as well as comprehensive services in men’s and women’s health.

AFFILIATION WITH TWO IVY LEAGUE MEDICAL SCHOOLS With its academic partners, Columbia University College of Physicians and Surgeons and Weill Cornell Medical College, NewYork-Presbyterian pursues clinical excellence, engages in pioneering medical research, and provides outstanding medical education.

MORE OF AMERICA’S TOP DOCTORS NewYork-Presbyterian has more physicians cited in Castle Connolly’s distinguished survey of America’s Top Doctors than any other hospital in the nation. The survey asks 250,000 physicians to name those doctors “to whom you would send members of your family.”

ONE OF THE NATION’S LARGEST HOSPITALS • More than 6,500 physicians

• More than 2 million inpatient and outpatient visits, including close to 15,000 deliveries

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IBC

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