Thank You

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Thank

You

for your

commitment, care and e x p e r t i s e

A Letter to the Staff of the University of Maryland Medical Center

DEAR COLLEAGUE:

ACHIEVEMENTS IN 2012

AS WE MOVE INTO FALL, I WANT TO TAKE A MOMENT TO THANK YOU

Three-way living-donor kidney transplant

for your commitment, care and expertise that

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helped lead the University of Maryland Medical Center through the last year. Fiscal year 2012 (July 2011–June 2012) was especially challenging as we continue to adjust to rapid changes in the health care environment.

Despite significant challenges affecting all Maryland hospitals, we were able to meet or exceed our goals

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for patient satisfaction and service, safety and quality, growth in overall patient volumes, and financial performance. This was only made possible through your continued teamwork and partnership with

Great Stories: Honoring staff who exceed expectations

Medical Center leadership, and with each other.

Your work continues to be recognized both locally

The world’s first full face transplant

and nationally. For the sixth year in a row, UMMC group — one of only two hospitals in the nation to be on the list six years in a row. Your deep

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was named one of the Top Hospitals by the Leapfrog

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Most number of units ever collected in UMMC blood drives

commitment to patient safety and quality raised our >>>>

status in nine major clinical specialties in U.S. News & World Report’s annual ranking of hospitals.

As a thank you for all your hard work, in June we were once again pleased to provide a $500 ‘Teamwork Award’ for all UMMC employees, pro-rated based on hours worked. This is one way we can thank you for the efforts you make day in and

Continued on back page

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day out for our patients.

Employee Advisory Council: Staff’s pipeline to leadership

Greenebaum Compassion Award: Thanking staff for providing compassion, hope and dignity

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for your

commitment, care and e x p e r t i s e

Thank You for your

commitment, care and e x p e r t i s e

Continued from front page

As an organization, we continue to benefit from a high degree of staff

ACHIEVEMENTS IN 2012 >>>>

Enthusiastic turnout at Service Awards Gala

participation in running our hospital, and our Employee Opinion Survey scores indicate a high level of overall satisfaction. Through staff feedback, we continue to learn where we need to focus our attention for improvements, and many front-line staff members have been very actively involved in designing improvements through our performance innovation work.

From the survey, the C2X Employee Communication Forums, various staff councils, and other opportunities to make direct connection with staff, we learn of your concerns and take action wherever possible. At the forums this past April, for instance, I was pleased to announce that we will be implementing

>>>> AND NOW A WORD FROM OUR PATIENTS “We would like to commend the entire staff of the Intensive Care Neurology Unit at UMMC for the excellent care they gave our daughter … The respect, professionalism and true concern the entire staff gave to her and our family was incredible.”

a more equal payment system for parking in the many garages that we use,

“It’s easy to see why you are an award-

offering equal subsidies to all parkers regardless of your job classification.

winning hospital. You have exceeded

We also had many employees actively involved in security improvements and have made many enhancements over the past two years, including increased Security staff training, additional security cameras, and a hospital-wide

expectations for me and all of my family.

I still cannot believe the level of service we got while there. We were treated as if we were royalty.”

emergency text messaging system.

This summer, we started to move into the lower floors of the new Shock

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Trauma Critical Care Tower, our largest construction project in a decade. Work

Highest attendance ever at C2X Forums

“My wife and companion for almost 37 years was admitted to Shock Trauma.

We have never seen such empathy and

continues on the upper floors, and we will phase in our occupancy over the

compassion from any other medical

next year. We expect to be hiring additional staff for the new areas beginning in

professionals. Her loss was sudden and

February 2013. The building will be fully occupied by the fall of 2013.

horrible; we believe you cared enough

For the fiscal year that just started in July, hospitals will be receiving less

that you lost her too.”

reimbursement for the services that we provide than at any time in the last five years. At the same time, the patients we are treating are sicker, suffering with more complex conditions. Not an easy combination of factors to manage, but I can’t imagine leading a better team than ours to head into this environment.

I am honored to have this opportunity to thank you for the last year, and to look forward to working with you this year.

THANKS TO YOUR FOCUSED WORK, UMMC MET OR EXCEEDED OUR TEAM GOALS IN THESE KEY AREAS: >>>> Patient Satisfaction and Service

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>>>> Patient Safety and Quality New guidelines for visitors successfully implemented

JEFFREY A. RIVEST President & Chief Executive Officer

>>>> Patient Access and Growth in Overall Patient Volumes >>>> Financial Performance