The Associate - April 2018

associate the

Convenience Matters:

Introducing Centralized Patient Services CindyLou woke up with back pain. She grabbed her iPhone and asked Siri to “Call Good Shepherd,” but with more than 60 phone numbers for Good Shepherd posted online, Siri connected CindyLou to the closest physical location – the Good Shepherd Home – Bethlehem.

The receptionist kindly transferred CindyLou to Good Shepherd’s main information line. Once connected, the call center representative asked CindyLou where she lived and transferred CindyLou (for the third time!) to her desired outpatient location; sadly, it was Saturday, and the location was closed. So, CindyLou left a message.

Scenarios like this play out every day, and potential patients end up choosing other providers because of it. In fact, it is estimated (based on internal call data) that Good Shepherd is losing 20 to 30 percent of our call volume based on missed calls.

More than 10,000 calls per day flow through our network lines Monday – Friday, with a significant number of calls on Saturdays as well.

Amongst other things, health-care consumers choose convenience, which is why Good Shepherd is launching Centralized Patient Services – a newly created team aimed to improve the overall patient experience and access to services.

Led by Director Joe Vincent, a recent hire with experience managing global call centers, Centralized Patient Services (CPS) will handle the call center, outpatient scheduling, insurance authorization and verification.

A nine-person scheduling team, led by Manager Elijah Pringle, will take calls from the

April 2018

1-888-44-REHAB information line, and eventually, 610-776-3100 and all outpatient phone numbers, as well as schedule initial evaluations.

Expanded call center hours would make appointment schedulers available from 7 a.m. to 8 p.m., Monday – Friday and 8 a.m. to noon on Saturdays.

An 11-person insurance team, led by Manager Wendy Pulieri, will handle insurance authorization and verification – a vitally important function.

This centralized location for answering calls will Continued on page 8

Inside this issue: • • • • •

Tips for Successful Surveys The Road to Wellness From the Desk of… Mike Bonner Up Close with Lorillie Soleta News You Can Use

Good Shepherd’s Employee Newsletter

Dear Associates,

“Health care is a team sport.” - Nancy Agee

As an avid sports fan, I like the above quote; but more than that, it registers with me, because teamwork is a key part of Good Shepherd’s culture. We team up – both internally and externally – for the betterment of the patients, residents and communities we serve.

Good Shepherd Penn Partners, which now has 26 inpatient and outpatient locations throughout the Philadelphia region!

Over the last two years, Good Shepherd began new collaborations with: • St. Luke’s University Health Network to open a new 12-bed inpatient unit in Monroe County • Lehigh County to manage two county-owned Cedarbrook nursing homes • Moravian Village and Hidden Meadows to manage therapy services • Numerous assisted and skilled nursing facilities to offer physical medicine and rehabilitation consults within their facilities

Internally, we take a unique, team-based approach to rehabilitation and consider patients and families important members of the team.

Clinical team conferences are a mainstay of our model in which every discipline has a voice in developing a truly comprehensive treatment plan.

I consider the Patient Connect project to be a shining example of our cross-departmental teamwork – as I watch physicians, therapists and nurses work shoulder-toshoulder with IT analysts, revenue cycle experts, call center representatives and more to imagine a new era of truly connected care at Good Shepherd.

We look forward to crossing the goal line on that project when we launch our new electronic health records system over the next several months.

Externally, Good Shepherd has a strong commitment to building better communities through strategic partnerships with organizations whose vision and values reflect our own.

Nearly ten years ago, Good Shepherd was at the forefront of developing health-care partnerships when we teamed up with Penn Medicine to form 2

In March, we announced a new partnership with Penn State Health to open a 14-bed rehabilitation hospital in Berks County. You can read more about Good Shepherd Rehabilitation Hospital at Penn State Health St. Joseph on page 5.

In the coming weeks, months and years, we will continue to grow and partner through relationships with like-minded health-care teams. Be sure to watch ShepNet for updates.

Thank you for making teamwork such an important part of our culture.

John Kristel, MBA, MPT, FACHE President & CEO

@GoodShepherdCEO

Tips for Successful Surveys 2018 is a survey year at Good Shepherd, with expected visits from the Joint Commission and the Commission on the Accreditation of Rehabilitation Facilities (CARF) any time from June through September.

While we always strive to be prepared for the safety of our patients, these tips will help every Associate have a positive survey experience.

1. Always wear your ID. 2. Greet surveyors with a smile and warm welcome.

This sets the stage for the entire survey.

3. Surveyors may stop you at any time during the survey. They want the response you would give a patient or visitor. Offer appropriate directions, or guide them in a courteous, confidential manner.

4. Answer surveyors’ questions in positive terms.

If you do not know the answer, explain what you DO know and direct them to the correct personnel. Instead of saying, “I don’t know,” volunteer to find the answer.

5. Surveyors will review charts on nursing units and interview staff using the Tracer Methodology.

They will ask patients about their care, understanding of their care, discharge planning, education and whether they would choose Good Shepherd again.

6. Protect and maintain patient confidentiality in every area of the hospital and outpatient sites, including elevators, hallways, stairwells and the cafeteria. Choose appropriate settings to discuss confidential patient information and ensure appropriate access to computerized patient information. Always log off the computer before walking away. If using a walleroo, push the table back all the way to secure the computer.

7. If asked, administrative, clinical, environment of care, human resources and infection control policies are on ShepNet.

8. Wash your hands! While surveyors appear to be talking with someone, they are looking to make sure you wash your hands. One observation of non-compliance will require an action plan.

9. Keep hallways/corridors clear of equipment like workstations on wheels, linen carts, lifts and scales.

10. Keep clinical areas free of food and drink that is not for patients. Do not place cups of liquid on walleroos, computer carts or hallway railings.

11. If something needs repair, inspection or cleaning, notify your supervisor immediately so a work order can be completed. Look for dusty vents or stained ceiling tiles and items on the floor that should not be there.

12. Make sure that your licensure, certification, mandatory education, performance appraisals, etc. are current. If Human Resources indicates that they need something, please act immediately and provide the requested documents.

13. Breathe! We will have successful surveys.

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The Road to Wellness

Begins at Good Shepherd Everything we do at Good Shepherd centers around wellness. With that in mind, Good Shepherd recently introduced an Integrative Wellness Program to help the body heal itself and reduce the need for other medical treatment.

The program uses four kinds of care: 1. Traditional medicine 2. Psychology and wellness coaching 3. Nutrition 4. Therapy

What is Integrative Wellness?

Integrative wellness is a holistic approach that focuses on how the body’s systems work together.

It is the process of becoming aware and making choices toward a healthy and fulfilling life. An integrative wellness program uses traditional and non-traditional care to meet each patient’s needs.

Who can join the program?

The program is for people with long-lasting health problems and anyone who wants to improve his/her health. Patients with diabetes, obesity, pain, hypertension, general disability/deconditioning and headache may find it very helpful.

How does Good Shepherd’s program work?

A Good Shepherd physician examines the patient and talks with him/her about how the program can help. The physician then creates a plan to help the patient meet his/her goals. Patients may see physiatrists, physical and/or occupational therapists, certified wellness coaches, dietitians, fitness experts and/or psychologists.

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What should I do if I am interested or know a patient who is interested in the program?

Please contact Ayanna S. Kersey-McMullen, DO, MSPH, for more information. Dr. KerseyMcMullen is the Good Shepherd physiatrist who developed and leads the program. She can be reached at 610-776-3278.

From the Desk of… Mike Bonner Senior Vice President, Strategic Planning and Business Development It has been an extremely busy year in Strategic Planning and Business Development as we work to execute the Board’s vision for smart growth in an ever changing health-care landscape.

In our primary market, we recently grew through the acquisitions of Pottsville Area Physical Therapy and Bethlehem Rehabilitation Specialists – two successful private practices whose teams have proven to be strong contributors to Good Shepherd’s mission.

We continue to actively explore similar opportunities with practices whose vision and values reflect our own.

nearly tripled in size since its inception 10 years ago and now boasts 26 sites.

Along with national trending, Penn Medicine has shifted its focus to outpatient services, and the joint venture has grown in parallel.

GSPP, which began with 7 outpatient We also opened a new start up outpatient site in sites, has now grown Palmer – an area where Good Shepherd has to more than 20. In 2017, visits increased 150 performed well in the past – and relocated our percent over the previous 12-bed inpatient unit in fiscal year, with credit, in Monroe County part, to rapid acquisition through a unique “With four successful, existing and start up outpatient site collaboration with growth. We recently Good Shepherd St. Luke’s Monroe acquired Kinetic Campus. outpatient sites in the region, Rehabilitation Services Most recently, we and an outpatient physical and currently have a letter announced a similar of intent signed for a medicine and rehabilitation partnership with Penn 3-site practice acquisition. practice opening soon, State Health to open We anticipate even a 14-bed inpatient we look forward to delivering more growth in the coming rehabilitation facility in year. world-class inpatient rehab Berks County at Penn The external environment State Health St. Joseph. close to home for is complex, with new We expect the new, Berks County residents.” mergers and partnerships garden-level hospital to announced daily. And open this Fall. although we are paying With four successful, careful attention to the noise surrounding us, we are existing Good Shepherd outpatient sites in the guided by Good Shepherd’s mission, vision and core region, and an outpatient physical medicine and values. We are focused on Good Shepherd’s future – rehabilitation practice opening soon, we look smart growth through strong partnerships. forward to delivering world-class inpatient rehab close to home for Berks County residents. Read more This is the first of a series of columns from about Good Shepherd - Berks on page 7. senior leaders to update you on priorities and In Philadelphia, Good Shepherd Penn Partners strategies in their business areas.

(GSPP), our joint venture with Penn Medicine, has

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Up Close with Lorillie Soleta, The 2017 Raker Spirit Award winner joined Good Shepherd 12 years ago and is a clinical educator and a nurse manager.

She volunteered on the Ghana mission trip, serves on numerous committees and leads several patient support groups.

Read her touching comments after receiving the award:

MSN, RN, CRRN, CRNP

It is truly a great honor to receive this award. I will cherish it always.

As you may know, I was sponsored by Good Shepherd from the Philippines. I had offers from other institutions in three different states – Minnesota, Tennessee and Florida. I almost accepted the offer from Florida or Tennessee, mainly because of the weather and large Filipino community.

What changed my mind to accept Good Shepherd’s offer was the “Faith and Fifty Cents” story. The story of James Fritz giving his last fifty cents to support the Raker’s vision is a reflection of my life.

There is nothing special about me, but I am fortunate to be surrounded by people who are willing to give me their “fifty cents.” I was raised in a modest house, but my parents filled it with love, laughter and books! My husband, Alvin, who worked as an IT supervisor, gave me his “fifty cents” when he gave up his job to support my dream of completing my Master’s degree in the United States. Alvin showed me unselfish love.

At Good Shepherd, I receive “fifty cents” from my colleagues daily. One time I was in Philadelphia with my kids and bumped into Rick Schall. He approached us, took my kids’ hands and told them, “You are fortunate, you have a hard working mom.”

Those kind, simple words touched our hearts.

On Sally Gammon’s last day at Good Shepherd, we 6 saw each other in the parking lot and she walked

towards me. She said, “You are amazing and will do amazing things.” I didn’t know that she knew me, but she gave me her “fifty cents.”

My night shift nurses gave me my first birthday cake.

I received my first bouquet of flowers from Sam Miranda.

And I found a mentor and friend in Frank Hyland.

My nurses, who I love so much, are the true Raker Spirit awardees. I truly believe that the best nurses in the nation work at Good Shepherd. You give me “fifty cents” every day by showing unwavering compassion and love to our patients. My heart bursts with pride, gratitude and love because of all the “fifty cents” you unselfishly gave me and made me a millionaire.

When you hear or see me doing things beyond my job, it is me giving my “fifty cents” to support others. I hope I will touch somebody in a positive way and transform them into an amazing person, the same way you have touched mine.

To close, I would like to share with you a taste of Filipino culture. There are two things in most Filipino households – a karaoke system and a rosary. Filipinos love to sing and pray. I don’t sing well, but I would like to sing a few lines from a Celine Dion song that express what I feel.

“You were my strength when I was weak. You were my voice when I couldn’t speak, you were my eyes when I couldn’t see, you saw the best that was in me. You lifted me up when I couldn’t reach, gave me FAITH cause you believe. I’m everything I am because you love me. I’m everything I am because you love me.”

Thank you and let the Raker Spirit continue to live in everybody’s hearts!

News You Can Use Good Shepherd Welcomes Elizabeth E. Adams, DO, FAAP Dr. Adams will serve as the primary pediatric hospitalist at the Pediatric Unit in Bethlehem. She specializes in pediatric cardiology and adult congenital cardiology, having completed a pediatric cardiology fellowship and pediatric residency at Penn State Hershey Medical Center and an internship at Geisinger Medical Center. She joins us from Children's Health Center of Nevada in Las Vegas, where she served as Program Director for Adult Congenital Cardiology.

Elizabeth E. Adams, DO, FAAP

Cindy Lambert Named Woman of Influence Cindy Lambert, vice president of Government and Community Relations, was named a “Woman of Influence” by Lehigh Valley Business magazine.

Cindy has dedicated her 43 year career to helping others, especially those with disabilities, and was the driving force behind the addition of the Supported Independent Living Units and campus transformation on the Allentown campus. Congratulations, Cindy.

Good Shepherd Rehabilitation Hospital at Penn State Health St. Joseph • • • •

Number of beds: 14 Anticipated number of staff: 35 Anticipated opening: Fall 2018 Conditions treated: stroke, brain injury, spinal cord injury, stroke, major multi trauma, complex joints, amputation and other physical and neurological conditions • Services: PM&R, PT, OT, SLP, RT, TR, nursing, neuro-psychology, neurorehabilitation, oncology and cardiac rehab • Amenities: beautifully appointed private rooms, ADL suite, leading-edge rehabilitation gym, easy access to outdoor space

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Take

Convenience Matters...

Continued from page 1 cut down on missed calls and frustrating transfers as well as offer our organization an opportunity to sell additional services, as needed. For example, if a patient calls for physical therapy without a prescription, we are pleased to offer a Good Shepherd physician appointment.

“This improvement will enable Patient Service Representatives in outpatient locations and at the front desk of the rehab hospital to offer Good Shepherd’s trademark excellent service by greeting patients and visitors and completing check-ins,” says Frank Hyland, Executive Director.

CPS is physically located at 2132 S. 12th Street in Allentown and is already answering calls from the toll-free information line.

Outpatient site calls and scheduling will roll in to CPS using a phased approach, a few sites at a time, beginning at the end of April.

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Gail F. Metzger, OTR/L, MS, BS In her 30 years with Good Shepherd, East Greenville’s Gail Metzger has done it all, from head injuries, hand injuries, inpatient, outpatient, in-home outpatient care, pain management, vestibular therapy, vision rehabilitation, etc. Gail shares a little about what being an OT at Good Shepherd means to her.

What gets you out of bed in the

1 morning?

The bright sunlight and the gift of the day. My faith that reminds me that my calling is to help patients heal, physically, mentally and spiritually.

do you like most about 2 What your job?

The diversity of patient diagnoses and that I have the best co-worker team. We care and give our all to patients and to each other.

Tell us about a custom that is

3 unique to your department/

location.

We always look at the whole patient and help provide what they need.

We occasionally pray and cry with patients so they know they are never alone.

Members of our new Centralized Patient Services team

What is your personal motto or

At a recent Centralized Patient Services meeting, Associates were asked how they feel about the change. The following responses were offered: optimistic; eager; ready; excited; and, probably the most apropos, a roller-coaster going uphill.

“This is a huge transition in terms of teams and technology, since we also will be switching to Cerner in the coming months,” says Joe Vincent. “Our goal is to make these changes as seamlessly as possible, to steadily increase volume and to be a strong partner for outpatient sites and the organization.”

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From the Editor

4 mantra?

“To try is to risk failure and not to try is to ensure failure.”

Share something that might

5 surprise us about you.

I am spending my third summer building a 48-foot cement rock walkway. I also do woodworking, pottery, rockhounding, stain glass, jewelry making, leather work and home repair.

Submit feedback and/or story ideas to: Lynn Gerlach, Public Relations and Communications Specialist 610-776-3553 • lgerlach@gsrh.org