September/October 2012
N E W S F O R H O LY C R O S S H O S P I TA L E M P L O Y E E S
“Holy Cross Health” Formed
Holy Cross Hospital, Holy Cross Germantown Hospital and New Holy Cross Health Network
Comprise Operating Divisions, Effective Nov. 1
I
n September, President and CEO
Kevin Sexton announced the
formation of Holy Cross Health,
our health care delivery system that
encompasses two hospitals, three
health centers and other entities and
relationships with affiliated physicians.
The new organization becomes effective
Nov. 1 and consists of three operating
divisions: Holy Cross Hospital, Holy
Cross Germantown Hospital, and Holy
Cross Health Network, under which
most nonhospital care delivery facilities
(including our health centers) will operate.
Sexton will serve as president and CEO
of Holy Cross Health. This change also
aligns with Trinity Health’s move to a
decentralized regional structure.
The Maryland region is one of eight
separate regions that will comprise
Trinity Health.
Judith Rogers, currently senior vice
president of operations, was named
president of Holy Cross Hospital. “I am
deeply honored by this opportunity
to serve as president of Holy Cross
Hospital,” said Rogers. “I am grateful to
Kevin for the confidence he has placed
in me, and I commit to continue to
work hard every day to help us fulfill
our mission. I look forward to this
exciting time.”
An open house was held Oct. 15 at the new
regional office located on the fourth floor of the
hospital. The creation of Holy Cross Health was
celebrated through a gathering with prayer and
song led by Sr. Rachel Callahan, vice president,
Mission Services and Manny Ocasio, vice
president, Human Resources and integrity officer.
and insurance linkages, along with
our “owned” primary care physician
practices for insured and uninsured
“I am grateful to Kevin for the
confidence he has placed in me,
and I commit to continue to
work hard every day to help us
fulfill our mission. “
—Judith Rogers
patients. “The chance to be part of the
outpatient care delivery system that
has for so long been at the core of
Continued on page 2
Recruitment will begin shortly for the
president of Holy Cross Germantown
Hospital, scheduled to open in 2014.
In this issue:
Gary Vogan, former chief financial
officer who recently has been focusing
on reimbursement reform and physician
and insurance linkages, will become
president of the newly created Holy
Cross Health Network, which will focus
on physician network development
Message from the President........... 2
“Holy Cross Health” Formed.......... 1
Patient Safety Survey Results.......... 3
Our 50th Anniversary.................... 4
Expansion and Construction.......... 5
Employee Recognition................6-7
Hospital News............................... 8
Holy Cross Hospital Role: Holy Cross Hospital exists to support the health ministry of Trinity Health and to be the most trusted provider of
health care services in our area. Our health care team will achieve this trust through: high-quality, efficient and safe health care services for
all in partnership with our physicians and others; accessibility of services to our most vulnerable and underserved populations; outreach that
responds to community health need and improves health status; ongoing learning and sharing of new knowledge; and our friendly, caring spirit.
FROM THE PRESIDENT and CHIEF EXECUTIVE OFFICER
KEVIN J. SEXTON
“Holy Cross Health” Formed
Continued from page 1
T
his fall, we celebrate the creation of Holy Cross
Health. We are where we are today because, over
the past decade, we have been able to change,
grow and prosper. In 2011, when we completed the
strategic plan, and looked out three to five years, we
expected three major forces to have the most impact
on us.
One of them was an explosion in the number of
seniors, which has a huge effect on how we deliver
health care. The second was that we expected to be more than a onehospital institution, which is coming true with the building of Holy Cross
Germantown Hospital; we must think differently as an organization
since we’re going to be in two places.
And third, we believe that the delivery and financing of health care
was going to change dramatically. No matter what happens on the
national level, there will be significant changes in Maryland. For more
than thirty years, hospitals in Maryland have been paid differently
than in the rest of the country. In the coming years, I expect how we
are paid and how care is delivered in response to those modifications
will change.
During the past decade, Trinity Health has continued to grow, and
plans to grow more with the anticipated consolidation of Trinity Health
and Catholic Health East. At the same time, we created a new hospital
organizational structure for Holy Cross, which is described in this issue
of HC Connections. Our operating divisions and regional support areas
will provide a strong infrastructure for our current and future strategies.
Though changes will happen, I would like you to remember what the
constants are, what is actually not changing. We are clearly focused on
an unchanging mission to meet the needs of our community – a mission
articulated 50 years ago by the Sisters of the Holy Cross that remains
our mission today. It is this focus on our mission that has gotten us to
this point of success. Our share of the number of people who use health
care services has grown almost every year over the past decade, relative
to all the other organizations that deliver these services. It makes us
feel good, it makes us financially more successful, and it makes it
possible for us to take care of the most vulnerable people who don’t
have any other place to go.
I appreciate the fact that as we move forward, we are going to face
the challenges ahead with a great group of people. Thank you for all the
work that you have done and are doing to make that happen.
Kevin J. Sexton
President and Chief Executive Officer
our mission, while working to develop
ways to partner with our medical
staff, was too great an opportunity to
pass up,” said Vogan. “Holy Cross has
distinguished itself in so many ways and
has accomplished so much in terms of
community service that I had to give
this challenge a try.”
Regional support will be provided to
the operating divisions in the areas
of mission, finance, strategy, quality,
human resources, medical affairs,
and nursing. Regional support will be
provided to the Office of the President
and CEO in the areas of executive and
governance operations, legal services,
government and community relations,
and fund raising.
“Holy Cross has distinguished
itself in so many ways and has
accomplished so much in terms
of community service that I had
to give this challenge a try."
— Gary Vogan
When introducing the new structure to
managers at the Sept. 24 Management
Team meeting, Sexton noted that the
new structure is in alignment with our
fiscal 2011-2014 strategic plan. It also
positions us well to accomplish our
mission to serve patients as a trusted
health care provider, within a rapidly
evolving health care environment
characterized by an aging population
and an evolving payment and
delivery system.
An open house was held Oct. 15 at
the new regional office located on
the fourth floor of the hospital. The
creation of Holy Cross Health was
celebrated through a gathering with
prayer and song.
Page 2
Patient safety survey R esults
Patient Safety Survey Results Indicate Opportunities
While 2012 Response Rate Rose Dramatically, Results in Key Areas Were Mixed
D
uring May and June, Holy
Cross Hospital once again
conducted the AHRQ / Patient
Safety Survey to ask employees how
the hospital is doing on patient safety.
Survey results were shared with
managers during a special Management
Team presentation in August with Dr.
Bryan Sexton, director of the Duke
(University) Patient Safety Center.
Overall Response Rate and Score
The hospital’s overall response rate of
82 percent was very good and a marked
increase from 2011. The response rate
from nursing was particularly strong, up
42 percent compared with last year.
Our overall perception of safety (OPS)
score remained constant at 59 percent
positive. At the same time, results from
our eleven CUSP (Comprehensive Unitbased Safety Teams) teams remained
constant or improved, a testament to
the work of these unit-based teams.
Dr. Sexton encouraged CUSP teams to
share their insights more broadly via
staff meetings and across clinical and
nonclinical areas.
Strengths and Opportunities
Holy Cross Hospital’s most favorable
survey results were in the categories of
teamwork within units (79.2 percent),
organizational learning (73.0 percent)
and frequency of event reporting (66.4
percent); the latter two scores were
above the national average (chart).
Opportunities were identified from our
scores regarding supervisor expectations
and actions promoting patient safety,
communication openness, and
nonpunitive response to error. Scores
on non-punitive response to error (NPE)
dipped more than four percentage points
from 2011. “Lower than ideal scores on
communication openness shows us that
we have work to do. We need to identify
focused ways we can both improve
communication in general and include
staff in the decision-making process.
Shared governance, expanding the role
of CUSP teams and patient safety leader
Key Results from our 2012 AHRQ Survey
Percentage of respondents who agree / strongly agree with the questions for each category asked.
Holy Cross
Hospital 2012
National
Average
Holy Cross
Hospital
2011 (change
2011-2012)
Overall Perception of Safety (OPS)
59.0%
61.0%
59.0 (0.0)
Teamwork Within Units
79.2%
80.0%
80.8% (-1.6%)
Organizational Learning – Continuous
Improvement
73.0%
72.0
71.2 (-0.8%)
Supervisor / Manager Expectations and
Actions Promoting Patient Safety
68.0%
75.0%
72.2% (-4.2%)
Manager Support for Patient Safety
68.7%
72.0%
71.1% (-2.4%)
Frequency of Events Reported
66.4%
63.0%
69.8% (-3.4%)
Nonpunitive Response to Error (NPE)
32.5%
44.0%
36.9% (-4.6%)
Category / Domain
(PSL) role are two ways we can do that,”
said Yancy Phillips, MD, vice president,
quality and Patient Safety.
More than 400 comments, positive and
negative, were received from employees
who participated in the survey and
are being reviewed by managers to
determine how best to capitalize on any
accomplishments and/or address any
concerns stated. Managers received unitspecific survey results and are sharing
them with their units to develop action
plans for their areas.
Integration with Service Excellence,
Just Culture
Addressing patient safety aligns with our
renewed focus on service excellence
and accountability, which has included
training and the Staff Agreement to
Service Excellence that employees
signed earlier this year. The hospital
also will be rolling out Just Culture
more broadly to staff in the months
ahead (following the initial rollout to
managers in May). “We are integrating
our service excellence, just culture and
employee engagement initiatives around
the single organizing principle of Every
Patient Safe, Every Patient Satisfied and
Every Employee Engaged. This helps
us focus on consistent performance, a
demonstrated people-centered approach
and a commitment to continue to measure
clinical and engagement scores so that we
know our efforts are both on target and
effective,” said Judith Rogers, senior vice
president, Operations.
Pulse Survey Returns in
December 2012
Holy Cross Hospital and other Trinity
Health facilities will once again conduct
a confidential Culture of Safety and
Employee Engagement “Pulse Survey”
during December 2012 to get a snapshot
of how the hospital and managers are
doing in terms of the action plans and
creating a culture of patient safety.
Roughly twenty percent of employees will
be randomly selected to participate.
Additional safety resources are available
on HCnet (including the “Safety as a
System” video regarding how to create a
culture of quality, safety and efficiency,
is narrated by Dr. Bryan Sexton, Duke
University System Patient Safety Center);
Trinity Health’s Culture of Safety page on
Nexus (the Trinity Health intranet); and
the Duke Patient Safety Center website,
www.dukepatientsafetycenter.com.
Page 3
Our 50 th anniversary
You Never Know Whom You'll Meet
by Teresa Wright, Patient Registration
M
y mother-in-law worked
in dietary at Holy Cross
Hospital for years and
was always encouraging me to
apply for a job here. In October
2000, I finally got an interview
for a part-time position in
telecommunications.
Well, I guess my recruiter saw
something in me because he
suggested that I apply for another
opening instead: working fulltime at the front desk in Human
Resources. So he scheduled an
interview for that position for the
following Monday at 9 a.m.
The day of my appointment, I
got to the hospital early and was
in the ladies’ room, checking on
my hair, when a woman came
in with a huge wet spot on her
blouse. She was upset, since
she was starting a new job that
Teresa Wright, insurance verifier, Patient Registration and Karen Baxter,
morning and wanted to make a
director, Recruitment Services share how they met.
good impression. I suggested that
she stand in front of the blow
dryer, which did the trick. We chatted for a few more
minutes, and I confessed I was a little nervous about my
upcoming interview. She told me to relax, that I would
be fine, and she left.
She was right. After the recruiter talked to me about
the position, he said he wanted me to meet the person
whom I’d be reporting to directly. And then proceeded
to introduce me to Holy Cross Hospital’s new manager
of recruiting, Karen Baxter—the woman from the
restroom! It was her first day, I was her first applicant
and, as it turns out, her first hire.
Karen used to tell that story during orientation to
remind new employees that they never know whom
they’re going to meet…or where! Since then, I’ve moved
on, to Accounting and then Financial Clearance. But
I’ll never forget that eventful, and funny, day.
Page 4
50th Anniversary: Share Your Stories
As we get closer to celebrating our 50th
Anniversary in January 2013, we will feature
some of the wonderful stories that have been
shared by our colleagues. These stories are a
part of what helps make Holy Cross Hospital’s
history special. As you read these stories, you
are encouraged to think about your history at
Holy Cross Hospital and we ask that you “Share
Your Story.” To share your story and to read
other stories that have been shared, log onto
www.holycrosshealth.org/shareyourstory.
expansion and construction
Construction Update
Construction is well underway at our Holy Cross Germantown Hospital site
and with our Holy Cross Hospital campus expansion. In Germantown, the
foundation walls are complete and the support steel for the utility tunnel
has been laid. In Silver Spring, the new ambulance route is complete and
there has been major work on the parking garage foundation.
Holy Cross Germantown Hospital
Logistics Building Basement – September 11, 2012
Above: Foundation Walls – September 10, 2012
Right: Utility Tunnel Support Steel – September 20, 2012
Holy Cross Hospital Expansion
Top: New Ambulance Route / ED Entrance - August 13, 2012
Bottom: New Ambulance Route / ED Entrance - August 20, 2012
Sitework for Parking Garage Foundation –
September 10, 2012
Page 5
E mployee recognition
Congratulations
to Our Employees of the Month!
The Employee of the Month is
an individual with outstanding
professionalism, attitude and a
commitment to Holy Cross Hospital’s
mission and values. The recipient is
selected by a committee of employees,
based upon merit. Each awardee
receives a recognition letter, a $250
check and a parking pass for the month,
during a surprise presentation led by
President and CEO, Kevin Sexton.
july
Pathrose
Abraham,
mailroom tech,
Supply Chain
Management
Congratulations to
Kidest Tesfaye, RN, General
Surgery, on being named the
DAISY Award winner for the
3rd Quarter 2012.
To learn more about
the DAISY Award,
visit HCnet.
Volunteers Contribute
70,000 Hours Annually
H
August
Mark Symancek, RN,
Coronary
Intermediate Care
Most often, volunteers can be seen directing patients and visitors at the
hospital’s main desk every day and even escorting or transporting patients
in wheelchairs if needed. In Express Care, specially trained volunteers
now fill gaps saving valuable staff time, by working with the greeter
nurse. Express Care volunteers escort patients from the waiting area to the
treatment area one floor above.
Volunteers work provides an important customer service at this entry
point into the hospital and also helps positively impact patient satisfaction.
Before the Express Care volunteer position was created, staff were
sending patients down the hall, to an elevator on the left, up one floor
and left to the Express Care which was confusing to many patients.
September
Jeanette
Thomas, patient
placement
representative,
Patient
Placement
Staffing
In the Emergency Room, volunteers transport patients from the
registration desk to the waiting room or directly to the triage desk. They
act as liaisons between patients, family and emergency room medical staff
and help find families when doctors are looking for them.
October
Roberto
Guevara, X-ray
technologist,
Interventional
Radiology
Page 6
oly Cross Hospital has five generations of volunteers helping
patients and staff throughout the hospital filling in where needed
and making a major impact in key areas of the hospital. The
majority of volunteers are Millennials between ages 14 and 29, and at least
two are in their 90s.
Volunteers are also a vital part of our Senior Emergency Center. They
assist with patient orientation, comfort and eating, and help staff by
preparing patient cubicles. Volunteers in the Pediatric Emergency Center
help keep young patients comfortable and calm. They also help keep
visiting toddlers busy by reading to them.
The newest volunteer roles are volunteers who help at the nurses’ stations
answering phones and call bells and volunteer greeters who greet patients
and visitors and escort them from the lobby to their destination. For
information about becoming a volunteer, please call our volunteer office
at 301-754-7305.
E mployee recognition
Stars of the Quarter April–July 2012
Pamela Carol Turner
Chronic Hemodialysis
Joie Castillo Rumingan
Chronic Hemodialysis
James Chu
Woodmore Dialysis
Tiffany Camille Evans
Accounting Services
Hildur Shaw
Chronic Hemodialysis
Elizabeth Orebiyi
Chronic Hemodialysis
Serena Bridges
Pediatrics Unit
Victor Ramosmarte
Acute Hemodialysis
Berilo Bacud
Chronic Hemodialysis
Connee Reilly
Medical Affairs
Cheryl Edwards
Emergency Department Services
Alesia Sillaman
Acute Hemodialysis
Clifford Everly
Chronic Hemodialysis
Patricia Dezinno
Physician & Payer Relations
Bridget Esibe
High Risk Perinatal Center
Erick Cabanilla
Acute Hemodialysis
Steven Rollakanti
Chronic Hemodialysis
Miriam Gila Kotek
Women’s Surgical Unit
Luis Quisquinay
Maintenance
Catherine Fahey Parker
Acute Hemodialysis
Michael Edquiban
Chronic Hemodialysis
Ari Moshe Hernandez
Medical Library
Miroslav Stoyanov
Dragomanov
Maintenance
These individuals received recognition at a quarterly luncheon hosted by President and CEO
Kevin Sexton and the Senior Management team. Honorees were recognized for their impact on
hospital performance related to fiscal year operating plan results. Congratulations!
Page 7
H ospital news
“Top Performer” for the
Second Year in Row
Holy Cross Hospital President and CEO Kevin
Sexton being presented with the 2012 Excellence
Award for Quality Improvement in Hospitals from
the Delmarva Foundation for Medical Care.
Holy Cross Hospital Receives
2011 Recognition on
Four Adult Measures
O
n September 19, the Joint
Commission released its annual
report, Improving America’s
Hospitals: The Joint Commission Annual
Report on Quality and Safety 2012. Holy
Cross Hospital was the only hospital in
Maryland and in the Greater Washington,
D.C., area to achieve this recognition —
and for the second year in a row.
Staff from Quality and
Care Management proudly
pose around the 2012
Excellence Award for Quality
Improvement in Hospitals.
Holy Cross Hospital Receives Delmarva Foundation Awards
The 2011 Top Performers on Key Quality
Measures list recognizes 620 hospitals
nationwide that attained excellence
in at least one accountability measure
of performance. These accountability
measures of evidence-based care
processes are closely linked to positive
patient outcomes.
On Thursday, July 19, Holy Cross Hospital received the 2012 Excellence Award
for Quality Improvement in Hospitals from the Delmarva Foundation for Medical
Care. This prestigious award recognizes performance improvement in four clinical
areas: heart attack, heart failure, surgical care and pneumonia. Holy Cross Hospital's
President and CEO, Kevin J. Sexton also received a Leadership Award from the
Delmarva Foundation for inspiring the hospital to high-quality improvement in
patient care that is safe, effective, patient-centered, timely, efficient, and equitable.
Holy Cross Hospital again was
recognized on four adult measures –
heart attack, heart failure, pneumonia
and surgical care – and is one of only 88
hospitals nationwide to be recognized
as a Top Performer for these four adult
measures in both 2010 and 2011.
Fitness, Health and Wellness Classes
Ballroom/Latin/Swing Dance:
Basics and Beyond
Chair Yoga
¡¡ Tuesdays, Nov. 13 – Dec. 18
¡¡ 6:30 to 7:30 p.m.
¡¡ $70 per six-week session
Learn ballroom dancing in a fun,
supportive atmosphere. Enjoy a gentle,
varied cardiovascular workout. No
partner required.
Family-Friendly Karate
¡¡ Thursdays, Nov. 8 – Dec. 20
(no class on Nov. 22)
¡¡ 6:30 – 7:30 p.m.
¡¡ $70 per six-week session
Learn karate technique and improve
your balance, strength and flexibility in
this family friendly class. Taught by Eric
O’Neill, Black Belt, Mills Martial Arts.
Children age 5 and older welcome with
a registered parent.
¡¡ Thursdays, Nov. 1 – Dec. 13
(no class on Nov. 22)
¡¡ 10:30 – 11:30 a.m.
¡¡ Location: Margaret Schweinhaut
Senior Center, 1000 Forest Glen Road,
Silver Spring, MD 20901
¡¡ $30 per six-week session
Chair Yoga is done seated and standing
using the chair to assist in improving
balance, strength and flexibility. A great
class for seniors and individuals with
physical challenges.
Gentle Yoga
¡¡ Thursdays, Nov. 1 – Dec. 13
(no class Nov. 22)
¡¡ 6:00 to 7:15 p.m.
¡¡ $70 per six-week session
A relaxing and restorative class for
adults of all ages and those with
physical challenges.
All classes are held at the Holy Cross Hospital Resource Center, 9805
Dameron Drive, Silver Spring, Maryland across the street from the
hospital. To view a complete list of classes and register, visit
www.holycrosshealth.org/classes-events or call: 301-754-8800.
HC Connections is a bimonthly employee newsletter produced by the Holy Cross Hospital Communications department. It is intended
to provide in-depth information about hospital activities and initiatives, employees and events. To submit an item for HC Connections,
contact Alicia Lashley, internal communications specialist.
Kevin Sexton
President and CEO
Diane Meyers
Vice President
Tim Delaney
Director, Communications
Alicia Lashley
Internal Communications Specialist