CENTR A FOCUS HEALTH AND WELLNESS IN CENTRAL AND SOUTHSIDE VIRGINIA | ISSUE 1, 2018
When You Put Your Heart in It A life of adventure
Community Health Center
Connecting people and services
Fight, Survive, Inspire Part 2: Stories of life through cancer
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Every heartbeat, every moment It’s because of the special moments you have along the way that we take your care so seriously. It’s for remembering how your chest swelled with pride but your eyes misted when your little girl finished high school and would be going off to college. No matter what life may bring, our cardiovascular team puts their heart and soul into caring for you and your family so that many more special moments can be cherished. Their dedication, expertise, and remarkable care led Centra Lynchburg General Hospital to be named – for the seventh time – one of the nation’s 50 Top Cardiovascular Hospitals by IBM Watson Health. But we’re not in it for the recognition. We’re here for every heartbeat, every moment, every step of the way.
Learn more about the Centra Stroobants Heart Center and our expert cardiologists, surgeons, and nurses
434.200.5252
100 Top Hospitals® is a registered trademark of IBM Watson Health™
StroobantsCardiovascular.com | Bedford | Danville | Farmville | Gretna | Lynchburg | Moneta
Centra E.W. Tibbs Jr., RN, BSN, MBA President & Chief Executive Officer David Adams Executive Vice President & Chief Strategy Officer Bill Bass Senior Vice President of Community Hospitals & Regional Medical Centers Chris Thompson, MD Senior Vice President & Chief Medical Officer Michael Elliott Senior Vice President of Operations & President of Acute Care Services H. Lester Reed, MD Senior Vice President & President of Centra Medical Group David Gough Senior Vice President & Chief Financial Officer Jan Walker Senior Vice President & Chief Human Resources Officer Curt Baker Chief Nursing Officer
Board of Directors Amy G. Ray George R. Zippel E.W. Tibbs Jr., RN, BSN, MBA Albert M. Baker, MD Michael V. Bradford Peter Caprise, MD Julie P. Doyle Sharon L. Harrup Hank Hubbard Todd Irby Thomas Nygaard, MD Verna R. Sellers, MD Amanda N. Stanley Francis E. Wood Jr. R. Sackett Wood Officers David Gough David Adams
Chairman Vice Chairman President & CEO
Connecting people and services Treasurer Secretary
Chairman Vice Chairman President Former Executive Vice President Treasurer
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Part 2: Stories of life through cancer
YOU SPOKE, WE’RE LISTENING 16 Our commitment to the customer experience
Heartsaver® First Aid CPR and more
HELP FOR HEADACHES
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2017 GRANT RECIPIENTS
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Neurology and physical therapy team up
Bedford Memorial Michael Cook, MD Hillary Basham, MD
President Vice President
Southside Community Kwabena Donkor, MD Kirsten Huber, MD
President Vice President
Editorial Staff
Contributing Writers Steven Bowler, Jonathan Parker
FIGHT, SURVIVE, INSPIRE
HEALTH EDUCATION CLASSES 18
Lynchburg General & Virginia Baptist Shawn Hayes, MD President Wade Neiman, MD Vice President
Contributing Photographers Jonathan Mitchell, Andrew Wilds
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COMMUNITY HEALTH CENTER 6
Medical Staff Officers
Angela Bryant Dana Poleski Steven Bowler
WHEN YOU PUT YOUR HEART IN IT
A life of adventure
Foundation Board of Directors Mark D. Townsend, MD George A. Hurt, MD E.W. Tibbs Jr., RN, BSN, MBA Kathryn M. Pumphrey, EdD David Gough Robert R. Chapman III Melanie Christian Theodore J. Craddock Thomas J. Delaney, MD Michael J. Diminick, MD MaryJane Dolan Patsy A. Dooley Paul F. Fitzgerald, MD Robert H. Gilliam Jr. John J. Halpin, MD Janet Hickman, MD Yuille Holt III Augustus A. Petticolas Jr., DDS Elliot S. Schewel John H. Sorrells III Walker P. Sydnor Tim Tharpe
CONTENTS
Vice President of Marketing, Strategic Planning & Consumer Insights Editor Assistant Editor
Local programs supported by the Centra Foundation Community Health Initiative Fund
To place your name on our mailing list, call Centra Communications & Marketing, 434.200.4730. Centra is a regional, nonprofit healthcare system based in Lynchburg and serving central and southside Virginia. We are comprised of Centra Lynchburg General, Virginia Baptist, Southside Community, and Bedford Memorial hospitals; the Centra Medical Group network of primary care and specialty practices; senior care services; mental health services; and numerous other health facilities and programs throughout the region. CentraHealth.com Facebook.com/CentraFan
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When You Put Your Heart in it A life of adventure Some are born to soar to great heights. Avid hang glider and hiker Richard Pew is no exception. However, in 2016, his active lifestyle and love of the outdoors was put in jeopardy.
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Richard was dealing with a bone spur coming from his big toe. “It was very painful,” he said. This pain was preventing Richard and his wife, Diane, from being able to continue hiking as they loved to do. After seeing Dr. Gautham Gondi, orthopedic surgeon, Richard praised his expertise, “The improvement is so good that I can’t even feel it. I have no problem with that toe anymore.” This positive outcome encouraged Richard and Diane to plan a hiking trip for Mount Rainier National Park in Washington state. That’s when everything crashed down around their plans. Richard said, “I had a funny palpitation that felt like a vibration in the right side of the top of my rib cage. It would happen after I did some work in the yard. I didn’t think too much of it, but then it kept happening.”
Dr. Matthew Huffman, cardiologist
Richard had it checked by his primary care physician, Dr. Thomas Eppes, who advised him to see a cardiologist. After the pain moved to the other side of Richard’s body, Dr. Matthew Huffman, Richard’s cardiologist at Centra Medical Group Stroobants Cardiovascular Center, conducted an echocardiogram and saw a possible abnormality.
Next, they decided to do an angiogram and were able to confirm there was a 90 percent blockage at the beginning of Richard’s arteries that feed the heart muscle. This was particularly concerning because Richard’s father tragically passed away from a massive heart attack while Richard was in college. His father was one of 11 siblings who all died from heart attacks.
cardiovascular surgeon, told him to, “Go home, don’t do anything strenuous, and come back on Monday. We’ll fix it.” On Monday, Dr. Saum successfully performed Richard’s bypass surgery. “I’m blessed to have had Dr. Saum here in Lynchburg to give me more time,” Richard said. “We were planning to go hiking the next month in September,” Richard said. “We had to cancel the trip to Washington state.” He recounted that the medical staff had instructed him not to do anything strenuous and to not even lift anything over 10 pounds. He said, “They tell you to walk six minutes, four times a day, inside your house. It’s like a syringe took all the energy out of you, and it’s gone. You have to build it back up.” Richard and Diane decided to plan a hiking trip for November. “That was the goal I had, which was a great motivator for me to get out and do all the work to get back in shape,” he said. Richard went through the Centra Cardiac Rehabilitation program, and he surprised the staff with his conditioning and desire to push himself physically. “They were all so helpful. It was nice to have the guidance, and there was an air of comradery,” he reflected. “It was a great program.” Although Richard didn’t quite get back to 100 percent by November, he and Diane did still get to go on the hike in the Arches and Canyonlands National Parks. He explained, “It was mostly flat, but we did do one mountain hike up to a frozen lake. That was the real test of my surgery, because it
Richard and Diane decided to plan a hiking trip for November. “That was the goal I had, which was a great motivator for me to get out and do all the work to get back in shape,” he said.
Richard said that after the angiogram, Dr. Kenneth Saum, Dr. Kenneth Saum, cardiovascular surgeon 4 | CENTR A FOCUS
“I had a funny palpitation that felt like a vibration in the right side of the top of my ribcage. It would happen after I did some work in the yard. I didn’t think too much of it, but then it kept happening,” Richard said.
was a pretty steep climb and it was cold. That hike showed me that I was fixed.” This past August, Richard and Diane were even able to hike in Telluride, Colorado, above 10,000 feet — a difficult feat, due to the high altitude. Richard has also been able to return to his other big passion, hang gliding. He has been hang gliding since the 1970s, when in addition to what Richard described as rudimentary helmets and uncomfortable harnesses, he said, “Back then, we didn’t have parachutes, which we are all required to wear now.” Richard described the thrill of hang gliding as you catch a thermal (a pocket of rising hot air) and ride that higher in the air. He said, “The kick of the sport is being able to fly without a motor, stay up, and get high — get up to the clouds if you can.” Describing his love of hang gliding, Richard said, “There’s nothing quite like it. It moves everything else out of your mind. That’s what I love about it. If you have any worries or concerns, that’s all pushed to the back.” He has been flying several times since his surgery and feels like he has regained his energy. Richard said, “I thank God I was born in the age when man really learned to fly.” Not even a heart scare could outweigh Richard’s fearless heart for adventure.
Centra Lynchburg General Hospital
Centra’s cardiovascular team is committed to caring for individuals like Richard. These physicians, nurses, and support staff work tirelessly to get their patients back to enjoying the lives they love. This passion was demonstrated in November 2017, when out of more than 2,700 U.S. hospitals, Centra Lynchburg General Hospital was again named one of the nation’s 50 Top Cardiovascular Hospitals for 2018 by IBM Watson Health. This annual study identifies the top U.S. hospitals for inpatient cardiovascular services in the nation, and this is the seventh time Centra has been recognized. The 50 Top Cardiovascular Hospitals study is an objective and quantitative study that identifies the nation’s best providers of cardiovascular care. It is based on publicly available Centers for Medicare and Medicaid Services (CMS) data and looks at clinical, operational, and financial performance metrics. The study shows that top cardiovascular hospitals have significantly higher inpatient survival rates and have fewer complications. Top hospitals see lower readmission rates for heart attack, heart failure, and heart surgery patients. Additionally, they have shorter lengths of stay for their patients and provide services at a lower cost.
Richard and Diane Pew hiking in Canyonlands National Park in Utah
Centra’s cardiovascular team takes great pride in providing some of the best care in the country, knowing the importance of their work. They put their heart into everything they do as they care for the community they love. ISSUE 1, 2018 | 5 100 Top Hospitals® is a registered trademark of IBM Watson Health™
Holcombe H. Hurt
Community Health Center
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You
We’re Here for
Multiple health, wellness, and social resources come together under one roof in midtown Lynchburg
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Centra prides itself as a community-centric organization. We actively seek and engage in initiatives that will benefit the community — inside of healthcare and out. We’ve conducted health fairs throughout the region and partnered with the Greater Lynchburg Habitat for Humanity to build homes for local residents. Through the Centra Foundation’s support, our physicians have hosted educational seminars for various audiences, such as educators, students, and the general public. We’ve been involved with several community race walks and runs to raise awareness for specific cancers. We’ve been dedicated to supporting various health initiatives to improve areas such as access to care and transportation, mental health, community self-advocacy, drug addiction, and family poverty. Additionally, over the last 20 years, the Centra Foundation has administered the Community Health Initiative Fund, investing over $9.2 million in health-related projects and programs in the region.
Together we can help the community One of our latest efforts to care for the community on a large scale is through a partnership with the Centra Foundation, Free Clinic of Central Virginia, Horizon Behavioral Health, Hill City Pharmacy, and Community Access Network. Spearheaded by the inception of the Community Access Network, this partnership formed to fund and staff its new building, the Holcombe H. Hurt Community Health Center. This 19,250-square-foot integrated care facility was built to support Lynchburg’s downtown and midtown healthcare needs, opening its doors to patients in early January. The necessity for the Community Access Network and this new health center were a result of the unique needs present in midtown Lynchburg, which required a different approach to the type of care that would benefit these community members. Many residents would frequent the Centra Lynchburg General Hospital Emergency Department, which helped spur it to become the second busiest in the state, totaling more than 92,000 visits by over 50,000 patients in a year alone. There were a high number of uninsured and Medicaid patients coming to the emergency department, but of those patients, the admittance rate was only about 8 percent versus a 33 percent admittance rate of insured patients. The low admittance rate showed that the medical issues that brought these uninsured and Medicaid patients to the emergency department could have been treated by a primary care provider. “We knew we had to come up with a solution and found a passion in trying to increase access and create a different kind of model that focused on all the components of health,” said Jen Stowers, vice president of Centra Medical Group nursing and chief care coordination/ innovation officer.
Creating a solution
Christina Delzingaro CEO, Community Access Network
Christina Delzingaro, CEO of the Community Access Network and executive director of the Free Clinic, and her team met with these frequent users of the emergency department to learn why they relied on it so heavily. She explained, “What we heard very clearly was that traditional primary care was not really structured to meet their need.” a ISSUE 1, 2018 | 7
CENTR A FOUNDATION | CENTR A RYAN WHITE PROGR AM | COMMUNIT Y ACCESS NET WORK
The patients who were surveyed revealed that the lack of access to primary care made them more prone to use the emergency department instead. The problems noted were the wait times for appointments (no walk-ins), not being able to be seen whenever they needed to see a doctor (hours of operation), and the cost (the emergency care was free, due to their income level and Centra’s charity care program). These patients also had some basic needs that were being met while waiting for care in the emergency department, such as blankets, sandwiches, and drinks for them and their families. u
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According to Christina, another factor that played into the creation of the Community Access Network was “the type of problems that these uninsured and underinsured patients had when they came to the emergency department.” She said, “In many instances, the primary reason for the visit was a behavioral health concern — a chronic mental health situation.” In fact, some of these patients were coming into the emergency department as often as every week or every other week with a behavioral health component. Christina explained, “Many primary care practices are not designed to meet those unique needs.”
Patients are cared for by a team comprised of a primary care provider, behavioral health provider, and community health worker. This allows patients to be treated holistically, having any complex needs fully addressed. Community health workers help coordinate efforts and guide patients through the process. According to Kathryn M. Pumphrey, EdD, former executive vice president of the Centra Foundation, “From the very beginning, the Centra Foundation was convinced that the Community Access Network project was one that we wanted to support. The board voted to invest $6.4 million in the project, which is one of the largest projects ever supported by the Centra Foundation.” Of that investment, $3.4 million went toward the construction costs and $3 million to support operations. Centra also contributed $3.4 million toward the construction costs. “Not only will the center provide services for a population needing frequent care, but it will also collaborate with the Free Clinic and other area nonprofits to ensure that health services are available to all of our population,” Kathryn said. “The Community Access Network was primarily designed to work with individuals who have complex medical, behavioral health, and socioeconomic needs,” said Christina. However, it is a great resource for everyone. The Community Access Network serves all adults and children, regardless of their insurance status or ability to pay.
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This initiative supports individuals who require frequent medical visits or with high-deductible insurance plans. The Community Access Network provides primary care services at no charge for uninsured patients with incomes below 100 percent of the federal poverty line (FPL) and $5 for those with incomes between
FREE CLINIC OF CENTR AL VIRGINIA | HILL CIT Y PHARMACY | HORIZON BEHAVIOR AL HE ALTH
101 percent and 200 percent of the FPL. For low-income patients with insurance, the Community Access Network charges either the co-pay or $5 for primary care, whichever is less. The Community Access Network staff is able to help patients determine where they fall on the FPL. The Community Access Network offers primary care for adults and children, behavioral health services, such as psychiatry and counseling for adults, and some specialty care, such as gynecological services. Patients are cared for by a team comprised of a primary care provider, behavioral health provider, and community health worker. This allows patients to be treated holistically, having any complex needs fully addressed. Community health workers help coordinate efforts and guide patients through the process. Patients may schedule an appointment, but walk-ins are welcome.
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In collaboration with community partners, the Community Access Network provides a community room for local residents to participate in free health and wellness classes. Increasing the community’s health literacy will help improve effective treatment and preventive care. Additionally, the Community Access Network addresses the basic needs that patients were seeking in the emergency department and that aren’t covered by SNAP (Supplemental Nutrition Assistance Program), such as toilet paper, soap, detergent, toothpaste, and feminine hygiene products. These items are offered free of charge to all patients at every visit. In addition to the Community Access Network, the center will house several healthcare organizations. The Free Clinic of Central Virginia provides primary care and specialty services by appointment for uninsured adults. Hill City Pharmacy has an on-site retail location. The Centra Ryan White Program offers infectious disease and case management services for individuals who are HIV positive. Horizon Behavioral Health offers case management, mental health assessment, and counseling services for adults and children. They also cover crisis assessment and case management for individuals with significant behavioral health conditions.
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Meeting people where they are The Holcombe H. Hurt Community Health Center’s new location on Fifth Street is a great partnership by the Lynchburg healthcare community to better serve our city. With over 17,000 uninsured residents in this community, 37,000 residents with Medicaid and Medicare who do not have enough access to primary care, a 16.3 percent unemployment rate in the health center’s service area, and 63 percent of individuals in this service area living below 200 percent of the FPL, this is a big step to providing the best care for this underserved area. Jen said, “Centra and the Centra Foundation have supported community care for a long time. I think this is a demonstration of that support on a completely different level.”
The Holcombe H. Hurt Community Health Center operates with extended hours and is open seven days a week. For more information on the services within the building, please call: Centra Ryan White Program
434.200.5004
Community Access Network
434.200.3366
Free Clinic of Central Virginia
434.847.5866
Hill City Pharmacy
434.237.2221
Horizon Behavioral Health
434.477.5000
{ Pictured on opposite page: Centra Ryan White Program u (L to R) Stanley Cobbs, Claire Brown, Nicole Hudson, Ginny Perkins, Stacy Vendegna, Su Flint, Sandra Zieger, Tracie Burchett, Kimberly Smith Community Access Network v Kimberly Dyke w (L to R) Beverly McKelvin, Sophia Mejia, Melissa Rolfes, Shannon Ferguson, Rose Wheeler, Deborah Fenwick, Denise Ditto, Akila Rucker, Kimberly Leftwich, Towana Polk x Annette Tarpley Pictured above: Hill City Pharmacy y Bryan Moody z (L to R) Kendra Casto, Doug Webb, Ester Jacob, Bryan Moody, Brittney Bibbee, Ezra Yohannes Horizon Behavioral Health { (L to R) Kim Tarazona, Caperton Campbell ISSUE 1, 2018 | 9
People of Hope Stories of life through cancer part two
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The painful sting of cancer creates a common thread among all of us, which is brought to heart while reading the stories of those who experienced this hardship firsthand. The following cancer patients showcase the second part of our People of Hope campaign, detailing these brave men and women’s trials and triumphs. Each of their life journeys were interrupted by this devastating disease. They sought
help and fought hard. Now their cancer battles are giving hope to those who must go through their own fight. Physicians and nurse navigators at the Centra Alan B. Pearson Regional Cancer Center guide patients from beginning to end, helping them realize their strength and survive their cancer. We are humbled to be part of these survival stories, knowing that their journeys will help inspire others.
Janet Linger {Endometrial Cancer} Diagnosed with endometrial cancer in 2015, Janet didn’t let treatment keep her from the humane society. She had surgery, but six months later, the cancer came back. However, she juggled her volunteer schedule to accommodate radiation treatments at Centra Alan B. Pearson Regional Cancer Center. “Cancer is such an ugly word, and it’s a scary word,” she said. “I had a peace about it.” Janet conveyed how the Centra staff made a tough situation easier with compassion and empathy. “The hands-on staff are wonderful,” she said. “They are really nice people.” Before her diagnosis, Janet said her cat, a rescue, exhibited strange behavior. She believes he could sense the cancer. Just before she found out the cancer was back, the behavior started again. “I had a ‘cat scan’ done at home, and he said the cancer was back,” Janet said with a laugh. “I never had any fear, and so far, I’m doing fine.” Janet works twice a week at the humane society and more if needed. “I continued working all through my treatment. The people here helped me,” she said.
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The kittens are attached to Janet Linger – literally and figuratively. An active volunteer at the Bedford Humane Society, Janet is greeted by the playful kittens inside the shelter. They climb on
“When you are doing something for someone else, whether human or animal, it makes you feel good,” she said. “I really enjoy it immensely. It’s such a special environment.”
her shoulder as they bounce from shelves on the wall. “It’s my passion. I’ve always wanted to work with animals,” Janet said. “I’ve loved every minute of it.”
During her battle with cancer, Janet leaned on the support of family, friends, and loved ones at church. Her two rescue cats and rescue dogs chipped in too, providing some cherished four-legged comfort. a
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Danelle Clark {Ovarian Cancer} Almost two years to the day after her first diagnosis, Danelle’s doctor told her the cancer had returned. Surgeons removed six tumors in her abdominal walls. A steady regimen of chemotherapy and radiation were to follow at Centra’s cancer center. She used the second round of cancer as additional motivation to live on her terms. “I guess the best thing about all of this is it gave me a new ambition to keep on living life,” Danelle said. She found strength from family, friends, coworkers, and the volunteers — many of them cancer survivors themselves — serving others at the center. “The people at the cancer center are just amazing,” she said. “Their positive energy really helped me.” After her second bout of cancer, Danelle told her boss she couldn’t handle restaurant hours. They found the perfect position, making her taproom manager at the production brewery in Lexington, a short drive from her Buena Vista home. “I made the taproom my baby,” she said. “I do all the events, scheduling, coordinating, and work behind the bar teaching about beer and giving tours.”
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In 2016, Christmas was extra special for Danelle Clark. She purchased her first home, picked out a tree, and sorted decorations. “I had a tree, and it wasn’t decorated, but I just had a moment that was like, ‘This is amazing that I’m here,’” Danelle said, wiping away tears. After a 12-hour shift one day, she woke up her mom, who rushed her to the emergency room. A CT scan showed what doctors believed was a large ovarian cyst. Surgery brought worse news: ovarian cancer. During her grandfather’s 12 | CENTR A FOCUS
battle with lung cancer, he leaned on Centra Alan B. Pearson Regional Cancer Center. She chose to do the same. “Cancer rattles you to the core with not knowing what is going to happen. It makes you realize how every day is a blessing and how your family and friends are a blessing,” Danelle said. During this time, the staff at her work, Devils Backbone Brewing Company, offered support, allowing Danelle to take a week off after treatments before returning to the restaurant.
Danelle cautioned women to listen to their bodies and consult a doctor — and if necessary, get a second opinion — if something doesn’t feel right. Look for changes and unusual symptoms. “Ovarian cancer is the silent killer. A lot of the symptoms are vague, and women go through it every month. If it’s persistent, just push it,” she said. A two-time cancer survivor, Danelle pours much of her energy into serving others, using her position as taproom manager at Devils Backbone to raise money for other cancer survivors and the food pantry in Lexington. “All those little moments in your life, they come together and make this big beautiful picture, and it’s worth fighting for that,” Danelle said with a smile.
Jeff Attix {Skin Cancer} the tip of his nose. Surgeons removed the cancer, deep in his nose, and Simon Hatin, MD, a plastic surgeon, grafted skin from his forehead and used cartilage from behind his ear to rebuild it. “I told Dr. Hatin I didn’t care how my nose looked. Scars give you a little character,” Jeff said with a grin. Through the entire process, Jeff continued to create, making a lamp from a protective face mask worn in radiation treatments. The lamp sits in a cancer center consultation room. “I just keep busy thinking of different stuff,” Jeff said. He often thinks of ideas in the middle of the night, and he has 11 patents, mostly hardware for fuel assemblies. A few years ago, he began making bezels (the rim of watch face coverings or jewelry settings) out of poplar wood recovered from Thomas Jefferson’s time at Poplar Forest. The bezels, which hold Jefferson nickels and quarters, are sold in the museum gift shop. Creating gave Jeff an outlet and a distraction during cancer treatments. “I wasn’t really worried. Maybe I should have been, but I figured I was in good hands,” Jeff said, praising Joy Hilliard, MD, radiation oncologist at Centra.
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Jeff Attix doesn’t just see scrap metal; he sees something useful in the making. The retired engineer welds and works with wood to fashion unique creations. He has a large collection of tables, shelves, and decorations made from wood scraps. “I like anything that I can make with my hands,” Jeff said. At 13, Jeff was given a refrigerator from a neighbor in his apartment building to tinker with. “Ammonia leaked out of it, and they had to evacuate half the complex,” Jeff said. His father tied a rope
“I don’t feel like I suffered. I consider myself to be fortunate,” Jeff said. a
around the refrigerator and dragged it out. Undeterred, Jeff has been taking things apart and putting them back together ever since. Five years ago, it was surgeons who had to put Jeff back together, however. After a tumor was detected near his eye, he had radiation to shrink the tumor five days a week at Centra Alan B. Pearson Regional Cancer Center.
See cancer survivors share their fight, survival, and inspirational view of life. Watch their powerful stories at CentraHealth.com/Cancer.
Surgeons removed the tumor and grafted skin from his forehead under his eye. In 2016, physicians found another spot on ISSUE 1, 2018 | 13
Thomas Walker, DDS {Rectal Cancer} Cancer Center. “I lost all my energy. I couldn’t do more than live from bathroom to bedroom,” Thomas said. But the treatments were necessary to beat the aggressive cancer. Thomas weighed his options and placed his trust in Centra’s cancer experts. “I’m trained as a scientist. You look at the options and make the best choice,” Thomas said. “I read a little bit, but I trusted the people who were going to take care of me to do so. I tried to do what they told me and get through it.” During this time, Thomas and his wife, Peggy, also cared for his 103-yearold mother in their home on Ivy Lake. Helping his mom gave Thomas something else to focus on during his treatments. After the treatments, Thomas went through Centra RENEW Oncology Rehabilitation for physical and speech therapy to help with memory issues and balance. “I really wanted to get my strength up,” he said. “It also forced me to get up and go do something.” Thomas has worked hard to get back to the things he loves: fishing, spending time with his family, remodeling his home, and landscaping.
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Caring for people came naturally for retired endodontist Thomas Walker, DDS. Growing up watching his father care for patients in the dental clinic he ran from the family home, Thomas’ career path became clear. He started pursuing dentistry from an early age. “Whenever I had a paper to research or a speech to do, it was always about dentistry,” Thomas said. Thomas spent 20 years as a dentist in the U.S. Navy before opening Hill City Endodontics in 2002. After devoting 14 | CENTR A FOCUS
himself to treating patients for his profession, Thomas unfortunately found himself on the other side of treatment. He was diagnosed with rectal cancer the day before Thanksgiving in 2015. Thomas Kittrell, MD, performed Thomas’ operation at Centra Lynchburg General Hospital, discovering stage III cancer. Angela Brady, MD, radiation oncologist, and Cecilia MacCallum, MD, oncologist, worked on a plan for chemotherapy and radiation treatments at Centra Alan B. Pearson Regional
With cancer being his first medical scare, it gave Thomas some new insight on his life. “You become a little bit more in tune to how quickly your life can change on a dime. You have that feeling of not being invincible — that you can’t do this on your own,” Thomas said. His battle continued in December 2017 with a turn for the worse, when he was diagnosed with a recurrence of cancer. He is considering further treatment options. Thomas praised his oncology care team. “If you want as many days as you can have, you have to fight for it and go through the steps they have to help you,” he said.
Laura Ryan, DVM {Breast Cancer} side. Apollo knows a thing or two about taking what life throws at you in stride. Lora rescued eight-year-old Apollo, who confidently scurries along on three legs. “He never left my side the entire time,” Lora said. Lora, who has practiced in Bedford County since 1998, treats 15 to 20 animals — mostly household pets — a day. Occasionally she also sees a unique case, like the chicken with a broken leg. However, every day is special and interesting, and she loves every minute of it. It was hard not working in the practice during treatments. “Cancer really is a reality check,” Lora said. “We take so much for granted. It just makes you more thankful for each day.”
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Lora Ryan, DVM, worked hard during her breast cancer battle to get back to her Bedford County veterinarian practice. She knew her four-legged patients were waiting for her. “I love what I do, so that was such a motivation to get back to work,” Lora said. Lora, who was diagnosed in July 2013, had a mastectomy that September. This procedure was followed by 18 months of chemotherapy, directed by Kathleen
Each of these survivors displays the resilience of the human spirit as well as the need for an experienced, compassionate medical staff to guide them along the way. It’s our mission to treat each patient with the care, respect, and expertise that we would expect if our families were being treated.
Paul, MD, oncologist at Centra Alan B. Pearson Regional Cancer Center. Lora leaned on her family, friends, and faith to push through this difficult time in her life. “My initial reaction was just, ‘let’s get it done,’” Lora said. “I tried to stay positive the entire way.” Eighteen months of chemo was tough. However, she didn’t have to face it alone. In addition to her husband and three children, Lora’s loyal Australian Shepherd, Apollo, stayed close to her
The Centra Alan B. Pearson Regional Cancer Center treats a broad range of cancers, including lung, prostate, breast, brain, kidney, bladder, ovarian, lymphoma, leukemia, colon, uterine, rectal, and more. If you or someone you know would like to learn more about our treatment options and services, call 434.200.4522.
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You Spoke...
We’re Listening
Centra’s commitment to the customer experience
From the first time you visit our website or speak with a member of our staff to your continued health after your visit, we are committed to creating the best customer experience possible. We want our patients to receive not only excellent clinical care, but also clear and helpful communication, structured and efficient service, as well as empathetic and positive interactions with our staff. We believe that it is our responsibility and privilege to provide a great, holistic customer experience for patients within our organization.
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The customer experience concept in healthcare has been born out of a shift in the industry to better align with the needs of the modern patient.
Health Center, increasing access to care and developing a different approach to the healthcare needs of an underserved population in downtown and midtown Lynchburg.
In the last 10–15 years, patients have been empowered with greater access to information, have been provided more options to meet their medical needs, and have developed a certain expectation for how their healthcare interactions should be conducted. Centra works to position itself to meet the unique needs of our patients.
Opening channels of communication
We understand that care goes far beyond a clinical diagnosis or treatment. We desire to offer a positive, all-encompassing experience for our patients as a crucial part of supporting the community’s overall health and our organization’s core mission — to provide Excellent Care for Life.
We know that care goes far beyond a clinical diagnosis or treatment.
Providing better access to care Centra seeks to deliver an excellent customer experience in several ways. The first is a proactive approach to strategically meeting needs that are observed in our community. For example, our hospitals and medical centers provide a large region (Amherst, Bedford, Danville, Farmville, Gretna, and Lynchburg) greater access to care as well as the convenience of many specialties and services at one location. Another example is the partnership with local healthcare organizations to establish the Holcombe H. Hurt Community 16 | CENTR A FOCUS
In December, Centra hosted a public forum called Community Voice. This event was started in an effort to give a level of transparency with community members, engaging in real concerns they might have as the organization sincerely seeks feedback for how to deliver the best service. This event gave the community an opportunity to directly communicate with Centra leadership. As an organization, we understand that patients can give invaluable insight that no one else could provide. As the ones who directly interact with our staff and services, patients are uniquely qualified to show us areas that we excel in and others where we are lacking. We welcome these critiques. Both positive and negative feedback help us dial in our customer service to the very best result. One example of patient feedback that we have really taken to heart is communication. Patients described various issues and scenarios where there was a breakdown in communication, so we looked at ways that we could improve this vital area of care. As an organization, we have prioritized genuine personal connections with patients — building better relationships and providing better holistic care.
Our staff uses communication models that engage patients proactively, educating them prior to and during their appointments. We strive to not only answer patients’ questions, but also to address relevant information they may not have thought to ask about. This proactive approach is intended to help ease any anxiety about patients’ appointments, facilitating a better customer experience and health outcome. Additionally, we have someone speak to new staff members during their orientation to relate the importance of communication with patients. Another area we looked at improving was our communication systems. We upgraded several of our phone systems, streamlining the process for callers to get connected to whom they need to speak. We gave Vocera walkie-talkies to our nursing staff so that they could quickly communicate with each other and expedite processes such as retrieving patients’ test results and bringing them to an exam room. Several Centra Medical Group practices started using patient passports as a method for providing a more efficient process for appointments. The passports include sections for information and sign-offs for each staff member that the patient sees. This ensures that the staff have clear communication from one person to the next. This also allows the patient to better understand the progression of their visit and what to expect.
We want to hear from you Our dedication to excellent care doesn’t end with what we’ve done so far. We know that there are areas still in need of improvement within our organization. However, we have a continued commitment to self-evaluating, listening to the needs of our patients, and actively working to improve our customer experience. An important aspect of making sure we meet your needs is hearing from you. We invite you to engage with us more. Share your thoughts, feelings, and experiences — good and bad. What added value to your experience, and what negatively impacted it? We’d love to hear from you. There are several ways to provide feedback. You can complete a patient survey after a visit, which is delivered to you through our third-party partner NRC Health. You will receive this survey via mail, email, or over the phone. You can also contact Centra’s customer experience team by calling 434.200.5800.
Creating comfort and convenience Beyond increasing access to care and clear communication, we’ve sought out various ways to assist patients during their visits to create a better experience.
PHONE CHARGERS Seeing people huddled around the few outlets in the Lynchburg General Hospital Emergency Department to charge their cellphones, Centra began providing portable, battery-operated chargers that people can use from their seats. This ensures that everyone can reach their loved ones in times of need.
ROOM SERVICE We revamped our dining at Lynchburg General Hospital based on patient feedback. Room service options now allow individuals to select what meals they would like from an expanded menu as well as when they would like their meals delivered to their rooms.
3-D MODELING In Lynchburg, the Centra Medical Group Neurology Center partnered with Outcome Health to provide new 3-D modeling technology education at their practice to better communicate with patients during diagnosis explanations. This technology allows the physicians to display and interact with digital renderings on a screen. They can rotate and explore a 3-D model of the brain as well as draw and make notes on the screen.
HEALING GARDEN At the Centra Alan B. Pearson Regional Cancer Center, the Healing Garden was created to offer cancer patients a peaceful place to reflect and feel at home. Produce from the garden is given to patients, providing them something tangible for not only important nutrients, but also personal renewal.
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Health Education Classes
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When you and your loved ones’ well-being hangs in the balance, proper healthcare education and training are essential. Centra has hundreds of professionals who have invested extensive time and effort to acquire the knowledge and skills needed to provide our region with excellent care. However, we understand that we are only part of the equation when it comes to the utmost responsive and effective healthcare possible. Emergency situations arise quickly, and decisions that affect your general health come up every day. That’s why Centra devotes resources to educating and training our community members in healthcare, so you can be ready to act in the moment. Centra offers an array of classes and physician seminars throughout the region. We hold some of these educational events in the Center for Childbirth and Family Education at Centra Virginia Baptist Hospital. For example, the Infant Safety class offers hands-on training in infant CPR and choking rescue (this is not a certification class). Other topics discussed include SIDS, car seat safety, Shaken Baby Syndrome, and tips on baby-proofing your home. The Safe Sitter class teaches boys and girls safe and nurturing childcare techniques, behavior management skills, and appropriate responses to medical emergencies. Centra, in conjunction with area YMCAs and Centra Gretna Medical Center, conducts the Healthy Steps Program, offering structured exercise routines and personal health education aimed at helping prevent chronic disease and reduce health risks. The Centra N.E.W. Program for a healthy lifestyle offers residents in Lynchburg and Gretna information about nutrition, exercise, and weight management. The Better U class provides patients of Centra Weight Loss Services help with exercise and nutrition either pre- or post-surgery. Centra Pulmonary Rehabilitation Program’s Be Tobacco Free class helps those considering quitting chewing or smoking tobacco. 18 | CENTR A FOCUS
Additionally, Centra offers a particularly important course to the community, the American Heart Association (AHA) Heartsaver® First Aid CPR AED training. Classes for individuals who need a CPR course completion card as a job requirement are held at the Central Virginia Center for Simulation and Virtual Learning in Lynchburg. Those who do not need a CPR course completion card, can take these classes at certain local churches and community centers. Heartsaver® First Aid CPR AED is a video-based, Centra instructor-led course that teaches students critical skills needed to respond to and manage an emergency until emergency medical services (EMS) responders arrive. Skills covered in this course include first aid; choking relief in adults, children, and infants; what to do for sudden cardiac arrest in adults, children, and infants; and more. CPR knowledge is a lifesaving asset to have. “Eighty-five percent of all heart attacks occur out of the hospital. Eightyseven percent of those out-of-hospital heart attacks never make it to the hospital because no one starts CPR,” said Johanna Derrenbacker, director of Centra Virtual Learning and American Heart Association Training Center. This course teaches skills with the AHA’s research-proven practice-while-watching technique, which allows instructors to observe the students, provide feedback, and guide the students’ learning of skills. The cost is $100 per person and includes the book, CPR key chain barrier, class, and course completion card. We encourage everyone to obtain as much education and training in healthcare as they can. To enroll in an upcoming Heartsaver® First Aid CPR AED class, visit CentraHealth.Enrollware.com/Schedule and select HeartSaver First-Aid CPR AED.
Help for Headaches
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Most of us have been there before, scrunching our faces through the painful arrival of a headache. These unpleasant moments derail our daily routine with no regard for our productivity or comfort. Forty-five million Americans suffer from chronic headaches. The Centra Headache Center is committed to helping ease our patients’ pain.
Dr. Krista Leake
Dr. Krista Leake, physical therapist with Centra Rehabilitation, said, “Our specialized team of neurologists, nurse practitioners, and physical therapists work together to develop an individualized treatment plan based on the needs of each patient. Our goal is to properly diagnose the type and causes of the headache, design a treatment plan, and provide education about headache management.”
The Centra Headache Center offers comprehensive and multidisciplinary treatment options, including nerve-block injections, Botox® injections, and referral to physical therapy for headaches caused by neck problems and muscular disorders. Some of the most common types of headaches we treat include migraine, cluster, and cervicogenic (neck-related). More than 37 million Americans suffer from migraines. This vascular headache is most commonly experienced between the ages of 15 and 55, and 70–80 percent of sufferers have a family history of migraines. The pain of a migraine is typically felt around the eye or temple area. Pain can also occur in the face, sinus, jaw, or neck area.
Cluster headaches occur more often in men than women. Typical characteristics include pain that is on one side of your head and remains on the same side during a series. The pain may flare on the opposite side when a new series starts, however. Pain from cervicogenic headaches originates in the neck, radiates to the back of the head, and projects to the forehead, eyes, temples, or ears. There is abnormal tenderness in the neck muscles, and pain may increase with neck movements. Radiating pain may occur in the upper extremities, and there is often decreased range of motion in the neck. Women are four times more predisposed to neck-related headaches.
Dr. Peter Konieczny
“Since the Headache Center was formed, I have seen a tremendous community interest in its services. With a combination of pharmacological, psychosocial, and procedural approaches, we are able to treat many forms of headache and improve the quality of life of patients suffering from them,” said Dr. Peter Konieczny, neurologist with Centra Medical Group Neurology Center.
“Headaches may be extremely debilitating, and sometimes instructing a patient in a few simple things can be life-altering for them. Through a collaborative approach, we hope to reduce or eliminate the pain and help patients return to a more functional life,” said Dr. Leake. For more information on the Centra Headache Center or to schedule an appointment, call 434.200.3630.
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2017 Grant Recipients
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We are pleased to announce the 2017 recipients of the Centra Foundation Community Health Initiative Fund grants, totaling $486,331 to support health-related efforts in our region. The funding provided through these grant awards will help many area agencies support new projects and programs that will greatly enhance our community’s health. The Centra Foundation has supported priority issues that are linked to improving our region’s immediate and long-term health. The grants awarded align closely with the goals we’ve established as a result of our most recent Community Health Needs Assessment. All Second-Graders Learn to Swim, Southside Virginia Family YMCA: $8,170
EMS Training Grant for Year 2017–18, Central Virginia Community College Educational Foundation: $25,000 Forging a Healthier, Stronger Community; One Girl at a Time, Girls on the Run of Central Virginia: $5,000 Fresh RX, Lynchburg Grows: $14,500 Healthy Behaviors, Diamond Hill Health & Wellness Community Services: $7,500 Hospital Readmission Prevention, Piedmont Senior Resources Area Agency on Aging: $22,000 Medical/Dental Services Integration Project, Free Clinic of Central Virginia: $80,000 Medication Access Program (MAP), Heart of Virginia Free Clinic in Farmville: $13,450 Oak Lane Residential Recovery Program for Pregnant and Postpartum Women & Their Infants, Roads to Recovery: $45,000
Bedford Ride Non-emergency Medical Transportation, Bedford Ride/Central Virginia Alliance for Community Living: $20,000
RX Partnership, RX Drug Access Partnership: $10,000
Burkeville Lodge for the Blind Improvement Project, The Virginia Association of Workers for the Blind: $5,000
Summer Camp Scholarships and 3-Point Play Program, Jubilee Family Development Center: $12,600
Centra Health Reach Out and Read Program, Reach Out and Read Virginia: $5,000
TAKE CHARGE: Priority Care Transitions Program, Central Virginia Alliance for Community Living: $69,500
Central Virginia HIV Testing & Counseling Project, Coalition for HIV Awareness and Prevention (CHAP) of Central Virginia: $14,500
United Neigh Scholarship, Brook Hill Retirement Center for Horses: $7,500
Kids Equipment Palooza, Children’s Assistive Technology Service (CATS): $7,000 Connect Central Virginia – An initiative of Central Virginia No Wrong Door, Central Virginia Alliance for Community Living: $30,000
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Safe at Home, Interfaith Outreach Association: $20,000
Community Outreach Programs, Centra Women and Children’s Services: $30,960 Women’s Health Center, The Free Clinic of Danville: $33,651 If you have questions about the mission or work of the Centra Foundation, please call Kathryn Pumphrey, EdD, former executive vice president of the Centra Foundation at 434.200.4790 or visit CentraFoundation.com.
The doctors are always in! Day or night, we’re available. Getting sick is inconvenient, but finding care shouldn’t be. Thanks to Centra 24/7, now you can talk with a doctor through a live video chat from the comfort of your home using a smartphone, tablet, or computer. It’s easy to use, private, and secure. Read through bios of various on-call doctors and choose the one you would like to speak with.
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