IN THIS ISSUE

AUGUST 2009

page 9

Bruce Swords, MD,is the new ChiefMedicalInformation Officer.

page 13

Patientsatisfactionbreaks recordat Wesley LongCommunityHospital.

page 10

InpatientRehabilitationmarks 25 years.

Watch for more information inyour departments, in September

Code U and in e-mailAnnouncements.

Look forEmployee

Opinion Surveyin September

Terry Akin, Chief Operating Officer, meets Jessica Plum, NursingTech/Nursing Secretary, on Department 5100 at The Moses H. ConeMemorial Hospital.

You might see a new face rounding in your department. TerryAkin, Chief Operating Officer, Moses Cone Health System, startedJuly 20.

“I’m excited to become part of this excellent Health System,”Akin says. “I look forward to getting to know the organizationand the many committed individuals who work here.”

Since October 2005, Akin has been senior vice president andchief operating officer of Harris Methodist Fort Worth Hospitalin Fort Worth, TX. The 724-bed hospital is a flagship facility forthe 13-hospital Texas Health Resources system.

Previously, Akin was vice president of operations forPresbyterian Hospital in Dallas; a service line vice president for

Cedars-Sinai Medical Center in Los Angeles; and an administrativedirector for Washington Hospital Center in Washington, DC.

Akin has a master’s of business administration degree inhealthcare management from The Wharton School at theUniversity of Pennsylvania; a master’s degree in social work fromthe University of Pennsylvania; and a bachelor’s of science degreein psychology from Texas A&M University.

Akin and his wife, Barbara, have two boys, Jeremy, 11, andMatthew, 9.

Look for additional interviews with him in upcoming issues ofCode U.

Terry Akin Joins Health System

2 AUGUST 2009

Having Trouble withYour Benny Card?On Jan. 1, 2008, the IRS required non-healthcare retailers –including grocery stores, discount stores (such as Target and Wal-Mart), wholesale clubs and mail-order merchants – to begin usingsoftware that approved flexible spending purchases (Benny cards).

Most of the larger retailers have implemented the software (calledthe Inventory Information Approval System, or IIAS), and it hasbeen working well.

As of July 1, 2009, a similar rule applied to drug stores andpharmacies. Drug stores and pharmacies can meet the requirementin one of two ways. If their sales are 90 percent or more healthcareitems, they can sign up as a 90 percent merchant and are notrequired to use the software. If their sales are not at least 90 percenthealthcare-related or if they fail to sign up, they must implement thesoftware system. If they do neither, they are required to declinepurchases made with a Benny card.

If your Benny card is declined, it’s possible the store you’re usinghas not met the IRS requirements.

The good news is that Stanley Benefits Services no longer requestsreceipts for purchases made at stores that have implemented thesoftware system. Receipts may be requested if the store is classified asa 90 percent merchant. If you are unsure if the drug store you arepurchasing from has the new type of software inventory system, youmay want to keep receipts. Our Outpatient Pharmacy is fullyIIAS-certified, so your Benny card will work on all eligibleitems purchased there.

Anyone who is classified as a healthcare merchant, such as adoctor’s office or dentist’s office, is not affected by this new IRSruling. Your Benny card will work normally in those locations.

Human Resources is frequently asked where employees canget radiology procedures such as X-rays, CT scans and MRIsat the least expensive cost. It is always least expensive (5percent after satisfying your calendar year deductible) to havethe scans done at a Moses Cone Health System facility. Withjoint ventures in the community, the question becomes whatexactly is a Moses Cone Health System facility?

For these radiology tests, a Health System facility is: TheMoses H. Cone Memorial Hospital, Wesley Long CommunityHospital, The Women’s Hospital of Greensboro, Annie PennHospital and the new MedCenter High Point. Radiologyprocedures done at these locations will be the most affordablefor employees.

Greensboro Imaging and The Breast Center of GreensboroImaging provide a 50 percent discount after insurance is billed– only on procedures that are not provided at aMoses Cone Health System facility. This includesdiagnostic mammograms, breast ultrasounds and painmanagement services such as spinal injections. All procedurescurrently offered at a Health System facility and performed atGreensboro Imaging will be subject to the non-Health Systemrate of 35 percent co-insurance (after your deductible). Eventhough Moses Cone Health System does not have an openMRI, you must still pay a 35 percent co-insurance if the MRIis performed at Greensboro Imaging.

For information on employee discounts for other servicesand Moses Cone Health System facilities, you can view the listof “Employee Discounts for Moses Cone Health SystemServices.” To do so:

• Go to the Health System Intranet homepage.• Click on Resources.• Click on Policies and Procedures.• Click on Systemwide Policies and Procedures.• Click on Human Resources.• Click on Policy Manual.• Click on Employee Discounts for System Services.

Do you have other benefit questions? Call the BenefitsService Center at 832-8777 or e-mail benefits@mosescone.com.

Where Can I Get X-Rays at theHealth System Discount?

AUGUST 2009 3

When Lori Mason, Public Health Epidemiologist, handed off “the blackphone” at 4 p.m. Thursday, July 23, she was ready for a much-neededbreak.

Mason had been on call 24/7 for two weeks, taking staff questions andproviding answers about H1N1 for up to 18 hours a day.

She turned the phone over to Kim Helsabeck, Infection PreventionSpecialist. Helsabeck had filled this role before, beginning June 19 when thefirst signs of the H1N1 outbreak hit Greensboro.

“Nursing staff call us to determine if patients fit the requirements to betested for H1N1,” Helsabeck says. “We get calls about employee illness,exposures to flu patients, test results and other questions. We take downbasic notes and then follow up with answers.”

The team also tracks and records information in a database.Throughout recent weeks, hundreds of employees in many departments

as well as the Medical and Dental Staff have pulled together to address theongoing H1N1 outbreak and to assist with state and federal inspections ofthe Health System.

Joan Wessman, RN, Chief Nursing Officer, is pleased at how well the staffis handling this challenging time.

“I want to thank everyone for all of their hard work and long hours,”she says. “The surveyors were complimentary of our staff. We mustcontinue this hard work in the coming weeks as we expect to see moresurveyors and more H1N1 in our community.”

Surveyors are expected to return between now and Sept. 19 to evaluate

how the Health System is addressing deficiencies found during the mid-July survey.

“We are ready, we are prepared and we have a plan,” says MarionMartin, Executive Director, Quality and Safety.

The Centers for Medicare and Medicaid Services became involved after aMoses Cone Health System respiratory therapist unknowingly treated aman who later tested positive for H1N1 influenza. Her work later took herto the Neonatal Intensive Care Unit of The Women’s Hospital ofGreensboro. While she eventually developed the flu, the infants were givenpreventive medicine and none of them developed H1N1.

Surveyors with the Division of Health Service Regulation (DHSR) cameto Moses Cone Health System June 19 and asked for copies of policies andprocedures for dealing with potential H1N1 patients. The Health Systemwas initially placed in “immediate jeopardy” of losing its Medicare andMedicaid funding. But a return survey during the week of July 8 lifted that,and the funding continued unaffected.

“We are confident that we have the most up-to-date policies andprocedures in place to protect our patients and staff from H1N1,”Wessman says. “These inspections are routine anytime somethingabnormal occurs. The surveyors saw that we adapted very quickly tosomething new that none of us had faced before — a summer flu season.Certainly, we have learned a lot that will be helpful this fall and winter,when we anticipate seeing a lot more H1N1 in the community.”

As H1N1 Continues,Staff Remain Ready

Marion Martin, Executive Director, Quality and Safety, (left) and Kim Helsabeck, InfectionPrevention Specialist, review droplet precaution signage, which has been used during theH1N1 flu outbreak.

4 AUGUST 2009

Here is an update from Noel Burt, Chief Human Resources Officer:

As we move through the budget process,we would like to update you on ourplans for next year. As you know, thefinancial performance of the HealthSystem so far this year continues to begood. Thank you for those results andfor your many, many efforts to keep ourSystem healthy.

We all know that difficult monthsremain in this year and certainly next

year as well. Our patient volumes and net revenues are down

in many areas. We expect to continue to see higherunemployment in our area. We expect to treat moreuninsured patients and those who cannot pay later this yearand well into next year. As you know, we reduced ourspending on buildings and technology significantly in 2009 topreserve cash. Adding to all this is healthcare reform, a hugewildcard that will impact our future. So, our plan is tocontinue to tighten our belts, preserve all jobs possible andmake sure we do everything to prepare for a changinghealthcare marketplace.

Here is what we have planned for next year:

WAGES AND SALARIES

• We are not budgeting a meritincrease for January 2010, but wewill reconsider this if overallfinancial performance remainsstrong. We will still do ourperformance appraisal process thisfall, using our new online Halogensystem.

• In future years, any merit raisesthat result in lump sum paymentswill be paid out over time ratherthan immediately.

• FY 2010 market adjustments willbe very limited.

BENEFITS

Health Insurance:We will make every attempt to holdemployee healthcare premiums at thecurrent contribution level. We also plan tomake minimal changes to the health plancoverage.

Service Awards:We will continue to have a banquet foremployee service awards, although wemay make some changes in the format.We will continue the gift card program.

Special Weeks and Holidays:We will continue to offer refreshmentsand celebration events with no gifts.

Retirement Plans:We plan to fully fund our Pension Plan,403(b) match and Defined Contributionplan for 2010 (as we did this year).

Tuition Reimbursement:We will continue funding our TuitionReimbursement programs, butparticipation will be limited to thosepursuing degrees for critical skills atMoses Cone Health System (newguidelines will be developed).

Proposed PAL changes for FY 2010:• We will keep the maximum PAL accrual

hours at 480.

• We will limit PAL payouts to one peryear in the fall. We will eliminate PALpayouts for leadership in Calendar Year2010 (the fall 2009 payout would be thelast one for Department Directors andLeadership Council). PAL payoutswould continue for all levels when youleave Moses Cone Health System.

• We will require all employees (leadershipand staff, exempt and hourly) to use aminimum of three weeks PAL in FY 2010(120 hours versus the current 80 hours),and we will continue to close most officesaround the holidays. PAL usage isbudgeted at an average of 187 to 250hours per individual. Usage will need toremain at this level to meet our budgetaryplans. Additional PAL hours could berequired if we do not meet our financialgoals during the year.

• In the future, when employees receive araise, they will keep the full value of theirPAL dollars, at the value at which theywere earned. (More to come on this.)

Salary and Benefits Newsfor Fiscal Year 2010

Noel Burt

Have a Question?For more information, including aQ & A document, go to the S driveon the computer system and lookin the Open folder under HumanResources.

AUGUST 2009 5

We hope these steps strike a balance between beingresponsible and competitive. Obviously, this planmight change if we have unexpected downturns inthe economy and our business.

Our organization has performed very well in thiseconomic downturn so far because of all of yourhard work and support. As a result, we have not hadto furlough employees (though we have requiredmore PAL), and we have avoided salary cuts andcontinued to fund retirement plans. We have alsobeen able to preserve jobs, and this will continue tobe our goal. Your hard work and shared sacrificehave made all of these achievements possible.

Please contact your director or manager if youhave any questions. And thank you, as always, foryour exceptional work and the care you show ourpatients and community.

Factors that Impact the Budget

• Projected changes in payments frominsurance companies and the governmentalong with expected increases in pensionplan expenses leaves the Health Systemwith $2.4 million less in FY 2010 than thisyear. This is before other changes involumes and payor mix, and inflation onsupplies and contracts.

• A 1 percent raise for all staff would cost$3.7 million.

• Fully funding employees’ defined benefitretirement plan will cost the Health System$7 million more than it did last year.

• Beth Ward, Chief Financial Officer,comments further on plans for next year’sbudget in the August edition of Code VU,available at the Code VU link atwww.mosescone.com/employees.

Volunteer board members from The Moses H. Cone Memorial Hospitaland Wesley Long Community Hospital had a chance to get acquaintedwhen they gathered on June 18 for a social – the first ever for the twovolunteer organizations. According to Bob Bessey, Director, VolunteerServices at both hospitals, it will not be the last.

He says he plans to hold two socials each year. He and his wife, Holly,hosted the event for volunteer leaders and their spouses or guests.

“It was just a great coming together of the two boards,” says FrancesWhitman, Volunteer and Discharge Services Chair, Moses Cone Hospital. “Imet some really wonderful people.”

Eldridge Compton, President-Elect, Wesley Long Community HospitalVolunteer Board, likes the idea of getting together. He had never met anyof the Moses Cone Hospital volunteers.

“I thought it was a good ice breaker,” he says. “It was a very warm event– a wonderful, dedicated time to share together.” Compton also notes thatall the volunteers are trying to do the same thing, just on two differentcampuses.

Volunteer Boards ComeTogether for First Social

Mary Beth Brown, RN, Case Manager, Care Management, hasobtained certification as a certified clinical documentationspecialist (CCDS). She also achieved the highest score of all thenurses who took the inaugural certification examination.

Helene Cestone, Registered Vascular Technologist, has passed hervascular registry exam and received credentialing as a registeredvascular technologist.

Neely Richardson, Care Coordinator, ICU/Step-down, Wesley LongCommunity Hospital, has received certification as a critical careregistered nurse (CCRN).

It’s All About

Thomas Stuckey, MD

Thomas Stuckey, MD, a cardiologist withLeBauer HealthCare, has received a HealthCare Heroes Award from the Triad BusinessJournal for pioneering research in thetreatment of coronary artery disease andheart attacks with the use of balloonangioplasty and coronary stenting.

6 AUGUST 2009

The Moses H. Cone Memorial Hospital recently received the Business Landscape Awardfrom Greensboro Beautiful. Shown here in front of the new campus sign are (from left)Steven Ohm with Carolina Groundworks; Rex Shotkoski, Resident District Manager,Facilities, Moses Cone Hospital; Tom Gettinger, Executive Vice President, Moses ConeHospital; and Ed Gillespie, Director of Engineering, Facilities. In presenting the award,Greensboro Beautiful cited the hospital’s calm and serene atmosphere, the vibrant color ofthe grounds and the abundance of dogwoods and native and drought-tolerant plants.

GreensboroBeautiful Award

AUGUST 2009 7

What They’re SayingPatient satisfaction is all about treating people withkindness, giving them our full attention, keepingthem informed, and meeting or anticipating theirneeds. Here are some examples of best and worstpractice. These comments are taken directly fromwhat our patients told phone surveyors about theirhospital experience.

I had an allergic reaction and the nurse stayed inthe room with me for 20 minutes.

When a doctor tells you he’s going to dischargeyou at a certain time, make sure he does so, notfive hours later.

I was nervous, but they made me feelcomfortable.

Explain the side effects of the medication anddifferent options for medication.

Your nursing staff was not only proficient inwhat they did, but they were very caring in howthey reached out and tried to meet a need thatwent beyond the physical care.

Bring more water. I had to ask for water all thetime. It took an hour to get there.

I was a late arrival and they went out of theirway to make sure I had something to eat thatlate at night.

More communication between the doctors,nurses and patients.

Two of the nurses were just absolutely great.They acted like they were really interested inmy healthcare.

I would rather have had a private room.

The nurse down in the recovery area came upto see me just to see how I was doing. Iwasn’t expecting that, and it was a verypleasant surprise.

They didn’t teach me how to get out of the bed.I had surgery on my abdomen. It was painful.

It’s the finest hospital I’ve ever been in.

HealthServe recently received an $86,000 grant to helpautomate its pharmacy services.

The grant from the North Carolina Department ofHealth and Human Services will help purchaseequipment that uses Smart Cabinet technology.

More than 270 prescriptions are filled byHealthServe’s pharmacists each day. This increasedvolume is the result of the more than 280 new patientsseen each month. Additionally, with 80 percent ofpatients having a chronic illness, there is a great needfor efficient access to the pharmacy and medicationassistance programs.

“The pharmacy cabinet will not only have atremendous impact on our workflow in the pharmacy,”says Miranda McGlaughon, Pharmacy Manager, “but itwill also improve patient care by allowing pharmacistsadditional time to educate and counsel patients.”

Other benefits include a shorter wait time forprescriptions and fewer medication errors.

Grant Pays to AutomateHealthServe Pharmacy

This “Smart Cabinet” will helpautomate the filling of prescriptions atHealthServe.

8 AUGUST 2009

Last February, Maggie Collins, CRNA, Anesthesiology, received adiagnosis that would change not only her life, but also the lives ofthose around her.

Collins was diagnosed with breast cancer and is now undergoingchemotherapy. Since the beginning of her battle with cancer, Collinshas inspired her co-workers in the Anesthesia department to takeextraordinary steps to show their love and support.

Myra Kelly, CRNA, Director, Anesthesiology, says that fouranesthesiologists shaved their heads. Along with these physicians,five CRNAs cut their hair short and have pink hair extensions orclip-in pink extensions to support and motivate Collins and to raiseawareness about the disease.

The Anesthesia department continued showing support forCollins in Relay for Life in High Point, says Nina Phaup, CRNA,Anesthesiology. “We purchased an ad in Maggie’s honor and had aluminary and torch in her honor,” Phaup says.

The department, along with PACU, Day Surgery, Pharmacy andthe OR Staff, also started a card list for Collins. People sign up for aday to send Collins a card so that she receives one each day.

Collins says she has been overwhelmed by the support that her co-workers have shown. “The disease itself did not cause me to cry, butI have shed tears over how full my heart is from the support thatthey are showing me,” Collins says.

“Maggie is like an Energizer bunny, and she is always working onsomething,” Kelly says. “When she found the lump while doing aself-exam, she made sure to nag all of us to do our monthly check-ups, even during a very scary time for her.”

Collins says that she will give back to her friends by remindingthem each month to schedule yearly mammograms and do self-breast exams. “I am going to pester them all because I want to helpsave their lives just like they are saving my life.”

According to Phaup, Collins has participated in a number offundraisers and events to give back to her community. A little over ayear ago, Collins raised a large sum of money and walked in theSusan G. Komen 3-Day Walk for Breast Cancer. Collins did it inhonor of a friend, who was battling breast cancer but later died.

Now, she is on the receiving end of love and support. Collins saysshe is receiving four or five cards a day, along with flowers andprayers, all of which motivate her to keep fighting.

“They have made my life worth living,” Collins says, “and theyhave made me a better person. My friends and family have madehaving cancer one of the most positive things in my life just basedon the love and support that I have received.”

Employees Support Co-Worker andHelp Promote Cancer Awareness

Co-workers of Maggie Collins, CRNA, have rallied around her — shaving theirheads or adding pink hair extensions — as she is treated for breast cancer. Shownhere are (front row, from left) Myra Kelly, Director; Suzanne Gregory, CRNA;Maggie Collins, CRNA; Nina Phaup, CRNA; E.J. Oddono, MD; and FranklinHatchett, MD; and (second row, from left) Mike Foster, MD; Kyle Jackson, MD;and Beth Marshall, CRNA.

AUGUST 2009 9

With the Obama administration workingtoward healthcare reform in America, manycitizens have questions that they want answered.

William Turner, Adjunct Chaplain, PastoralCare Services, got a chance to ask the presidenthis own question at a June 24 Town Hallmeeting in Washington, DC. The meeting wasbroadcast during the primetime ABC Newsprogram, “Questions for the President:

Prescription for America.”A former healthcare administrator who is also part of a minority

entrepreneur-teaching program at North Carolina A&T StateUniversity, Turner received an e-mail from ABC News asking him tosubmit a question. Turner submitted the question over the telephonesince he was not able to attend the event in Washington. Turner saysa representative at the Town Hall meeting asked his question.

“I have experience as a patient and, for more than 25 years, as ahealthcare administrator for programs for the medicallyunderserved,” he says. “I think the right input or vision from thosewith familiarity can be very helpful in the reform process.”

His question focused on whether policies could be established toreduce spending by encouraging people, especially those onMedicare and Medicaid, to receive preventive care rather thanhaving to resort to more costly hospitalizations or emergency care.He is also curious about how quickly this type of healthcare reformwill occur.

“Obama has said he is committed to implement reform this year,”Turner says. “This is a great commitment, and he wants to educatesociety on these changes.”

Turner has his own health-reform concerns, and he is currentlydevoting much effort to working on improving dental healthcarefor seniors.

“I see that we are providing seniors with various services in termsof essential nutrition and basic medical care,” he says, “but if seniors’teeth are in poor health, they are not able to take steps to be healthy.”

Turner has assembled a group that will begin raising funds inSeptember to help subsidize dentures, implants and restorative carethat aren’t covered by Medicare and Medicaid.

Turner said that the entire healthcare system needs reviewing sincetoo many patients who need care fall between policy gaps.

“We have to do what works specifically for this country,” he says.“We need a system that gives us the excellent care, access and flexibilitywe are used to.”

Chaplain Tapped to AskQuestion in NationalHealthcare Reform Meeting

William Turner

Bruce Swords, MD, a physician withLeBauer HealthCare, has been tapped asthe new Chief Medical InformationOfficer for Moses Cone Health System.

The Health System created thisposition to help with a variety ofinformation systems initiatives, includingthe development of an electronic healthrecord for use in System hospitals and

area physician practices.“I’m excited about the opportunity,” Swords says. “The

long-term plan is to develop a Systemwide uniform medicalrecord that encompasses the inpatient and outpatient worlds,that allows for computerized physician order entry in bothsettings and ultimately allows for a uniform patient chart.”

Swords will spend about 20 hours per week in this role,working closely with John Jenkins, Vice President and ChiefInformation Officer, and the Management Systems staff. Healso will continue seeing patients in his practice.

“We wanted to select a practicing physician, who otherphysicians know and respect, to be a champion for theseinitiatives and to work as a liaison between the Health Systemand the physicians who will be impacted by these efforts,”Jenkins says. “Bruce has been a leader in implementing theelectronic medical record for LeBauer HealthCare and in theOutpatient Clinics. He’s been a huge factor in helping us getthat going and being a champion for that.”

The Health System’s goal is to have an electronic healthrecord in place by 2015. Parts of it, including computerizedphysician order entry, could be implemented during the nexttwo years. The Health System is also working on otherprojects, including document imaging, bar-code medicationadministration and medication reconciliation.

All these efforts will improve patient care by helping toeliminate duplication of tests, identifying potential medicalerrors and measuring quality, Swords says.

“Improving patient care is the only reason to go down thispath,” he says. “It should make the physician more efficient,and it has the opportunity to be financially beneficial. But thereal reason to do it is to improve patient care.”

Swords to be New ChiefMedical Information Officer

Bruce Swords, MD

10 AUGUST 2009

July marked the 25th anniversary of the Moses Cone Health SystemInpatient Rehabilitation Center at The Moses H. Cone Memorial Hospital.

“On July 29th the Center celebrated a quarter century of helping patientsand families to return to full, productive lives after experiencing the effectsof a debilitating illness or injury,” says Wanda Kosterlytzky, BusinessManager, Rehabilitation.

When the Center opened in July 1984, it began with 30 beds providingrigorous rehabilitation services for patients with stroke, brain injury, spinalcord injury, amputation and orthopedic conditions. Today, the centerprovides personalized, comprehensive and fully integrated care 24 hours aday, seven days a week for more than 600 patients a year.

More than 100 experienced rehabilitation professionals staff the center.The rehabilitation physician and team members work with patients andfamilies to create an individual treatment plan to help each patient regain asmuch independence as possible, with the goal of returning to home and thecommunity.

Becky Windsor, Team Supervisor, Rehabilitation, has been with the Centersince it opened. She says many advances have been made over the years,including a significant decrease in length of stay.

“Some patients with spinal cord injuries or brain injuries would stay forsix to nine months,” Windsor says. “The average length of stay for thesesame patients today is three to four weeks.”

Deborah Sharp, Assistant Director, Rehabilitation, adds that the Centernow sees a large number of patients with more medical needs. “We havecontinued to develop skills to manage more medically complex issues,”Sharp says.

Among its many accomplishments, the Center was one of the first inNorth Carolina to be accredited for Comprehensive Inpatient Rehabilitationfor Adolescents and Adults by the Commission on Accreditation forRehabilitation Facilities. Since then, the Rehabilitation Center has achievedaccreditation for its specialty programs in Stroke and Brain InjuryRehabilitation.

Becky Windsor (left) and Luis Sanchez, a former PhysicalTherapy Assistant, work with a patient in the InpatientRehabilitation Center last fall. This photo is among thosefeatured in the recently printed brochure for the center.

Inpatient RehabilitationMarks 25 Years

Based on their individual needs,patients receive:

• Rehabilitation nursing and therapy services.• Counseling services.• Case management to plan for discharge and follow-up services.• On-going education regarding their illness or injury, recovery,

continued health and wellness.

AUGUST 2009 11

Are you tired of restless nights and waking up feeling exhausted andirritable? The Moses Cone Sleep Disorders Center may be able tohelp.

The sleep center is the only accredited center in Greensboro, and itwas designed and constructed to meet the compliance standards ofthe American Academy of Sleep Medicine.

Kelly Taylor, Manager, Sleep Disorders Center, says that the center isoutfitted to provide excellent results in the diagnosis and treatment ofsleeping disorders. Extensive tests are completed before a treatmentplan is developed. The tests are used to determine the intensity andefficacy of treatment based on each case.

“We treat a full spectrum of sleep disorders and createindividualized treatment plans to ensure that each patient gets ahealthy and restful sleep based on his or her case,” Taylor says.

“We need to educate the community and make them aware ofsleeping disorders to indicate how they can affect their daily lives.”

Common sleeping disorders treated at the center includeobstructive sleep apnea, restless leg syndrome, narcolepsy andnocturnal seizures. According to the National Institutes of Health,sleep apnea affects 12 million Americans.

“There are many advantages of coming to the sleep center,including our board-certified sleep specialists and ongoing educationand support throughout each patient’s diagnosis and treatment,”Taylor says. The sleep center also boasts flexible appointmentscheduling, hotel-style accommodations to ensure optimal comfortand quick turnaround on sleep study interpretations.

“People should come to the sleep center because it is the onlyaccredited center, and each patient receives follow-up care from asleep professional who is trained in this specialty,” Taylor says. “Thisis exactly how I would want to be treated as a patient.”

Physician referrals are required. For more information, contactTaylor at 832-0410.

The ABCsof Getting Your ZZZs

Kelly Taylor looks up a patient’s recent sleep study results.

The Sleep Disorders Center features hotel-style accommodations.

Sleep Disorder Warning Signs

• Excessive daytime sleepiness.• Decreased energy and

motivation.• Loud, heavy snoring.• High blood pressure.• Diabetes.• Overweight or large neck size.• Reduced memory or difficulty

concentrating.• Morning headaches.• Excessive sweating at night.• Frequent nighttime urination.• Stopping breathing or gasping

for breath during sleep.

• Nighttime heartburn, pain orany other discomfort thatinterrupts your sleep.

• Bad dreams.• Feeling sleepy or dozing off

unexpectedly or feeling sleepywhile driving.

• Waking up feelingunrefreshed.

• Restlessness or nervousness inyour legs while trying to fallasleep.

• Insomnia.

I am an employee of Moses Cone Health System, and I workedas a triage nurse for Reidsville Medical Associates for over a year.This was the best job I have ever held! The providers and staffmade you feel at home.

In May of this year I had a setback and was told I had terminalbrain cancer. The entire staff – from the providers here to thestaff at Annie Penn Hospital and Moses Cone Health System –could not have been more compassionate. I am usually on thegiving end rather than receiving.

My office manager called me this morning and informed methat the staff had donated PAL in my name to help with myinsurance coverage! I can hardly contain myself.

I want to thank everyone for this show of generosity. I knewthis was a terrific hospital from the beginning; this just confirmsmy beliefs. I am doing fine. I just don't like being at home andwould rather be there at work with the staff. I really can’t thankthe staff enough for all the thoughts, good wishes and prayers.Again thanks to each and every person!

— Al Long, LPNReidsville Medical Associates

Recently, I came to Annie Penn Hospital for physical therapy. Idid not know what to expect since this was my first time withsuch therapy and my first time in this department.

I was delighted to meet such qualified personnel. Theirprofessionalism and compassion were overwhelming. I receivedvaluable information regarding my therapy and treatment. Thefinal results were far beyond my expectations.

I am proud to say that we (I consider myself a part of thehospital as a volunteer) have an outstanding Physical Therapydepartment. I am thrilled to have such wonderful professionalsserving our community.

Please say thank you to these individuals and the entire AnniePenn Hospital family for their expertise, professionalism andcompassionate treatment while I was in their care!

Kudos especially to Alicia Myer, Blake DeBord and JuliaRobinette.

— Edith C. CollinsVolunteer, Annie Penn Hospital

I just wanted to thank employees from The Moses H. ConeMemorial Hospital Pharmacy and the Wesley Long CommunityHospital Pharmacy for coming together and helping MedCenterHigh Point get off to a great start.

Employees stayed late to help set up the Pyxis machine and toensure we had medication for it. Additional employees worked ongetting crash carts ready for MedCenter High Point. Others set upthe computer so we could get the programs we would need here atMedCenter High Point. Everyone just gave their time in so manyways. Thank you!

— JoAnn WutschelPharmacy Tech, MedCenter High Point

Lisa, Diane, Tim, Dr. Zammit, Jeremy, Nancy, Danta, Dr. Jenkins,Olga, Amy, Neeley, Michelle, Dr. Nair, Sherrie, Jessica, Debbie, Rick,Jill, Barbara, Carol, Dr. Jarrett, Mary, Frances, Inez, Jon, Tammy,Ashley, Irene, Cheryl, Veronica, Dr. Gosrani, Gwen, Chandra, Erica...

These names and many others will forever be in our thankfulhearts for the care given to my mother, Ethel Seymore. She enteredthe Emergency Department on April 17, went to ICU, and then tothe Palliative Care wing (maybe one other move) before she died onApril 29.

Each person we encountered went so very far beyond what wehave come to expect as normal. And we know there were manyothers whose names we did not get – people working around theclock to ensure she received what was needed.

Thanks to Michelle Still, Secretary, Volunteer Services, who wasgetting ready for a volunteer appreciation luncheon but still pickedmy wife up in the parking lot and drove her to the door because mywife was juggling a cane, purse, calendar and more. And thanks toJon Meadows, Security Officer, who was so caring in directing us toan exit after hours.

And to Gwen Yates, RN, Palliative Care, who called us a secondtime to say "Things are changing quickly...I just wanted you toknow.” Because of that, we were able to spend several hours with mymother before her death.

Thank you, thank you, thank you.

— Robert and Janice Kirkman

Thank You NotesPeriodically, Code U will publish letters of thanks from patients, visitors, employees or others. Many ofthese letters exemplify employees living our mission: “We serve our communities by preventing illness,restoring health and providing comfort, through exceptional people delivering exceptional care.”

Have you received an impressive thank-you letter? Please drop a copy in interofficemail to Code U, Marketing, Administrative Services Building.

12 AUGUST 2009

AUGUST 2009 13

Patient satisfaction scores at Wesley Long Community Hospitalreached a record-breaking 94.37 for May.

This is the highest score that Wesley Long Community Hospitalhas seen since the start of the current patient survey.

Paul Jeffrey, Vice President and Administrator, Wesley LongCommunity Hospital, attributes the achievement both to employees’efforts to improve patient satisfactionand to changes made in theinfrastructure and environment of thehospital.

“Last year we completed therenovation project that created allprivate rooms and gave a face-lift toall common areas of the hospital,”Jeffrey says.

The rooms are spacious, aestheticallypleasing and comfortable for both the patient and his or her familyand friends, Jeffrey adds. He plans to continue to upgrade technology,instruments and tools to enhance overall patient care.

“We are also able to satisfy both the patients and their families byusing good customer relations skills,” Jeffrey says.

Nurses and nurse technicians frequently make rounds to keeppatients and their families informed and to attend to theirpersonal needs.

In line with Health System Standards of Behavior, includinganticipating people's needs, the hospital relies on "Silencing the CallLight" to address the comfort needs of patients. The programencourages staff to perform a set protocol before they leave apatient’s room to address the comfort needs of patients. Thisincludes making sure that everything the patient needs – telephone,

water pitcher, trash can and bedsidecommode – are within reach.

However, Jeffrey says that the key tosuccess regarding patient satisfaction is notonly providing exceptional care for thepatients and their families, but alsoproviding a healthy work environment foremployees.

“Employees talk about being part of acaring family,” Jeffrey says. “The directors,

managers and supervisors are challenged by each other tocontinuously work with our employees to keep what they dorewarding and enjoyable.”

Jeffrey says this effort has been built over time, and staff memberscontinue to strive for even better patient satisfaction scores in thefuture.

“I am proud to be part of such a great hospital where people carefor one another, all while providing high quality and compassionatecare for those in our community.”

Patient Satisfaction Soarsat Wesley Long Community Hospital

Sandy McKinney, Nursing Tech/Nursing Secretary, 6 East/Orthopedics, Wesley Long Community Hospital,gives patient Helen Walker a cup of coffee.

“I am proud to be part of such a great hospitalwhere people care for one another, all whileproviding high quality and compassionate carefor those in our community.”

Paul JeffreyVice President and Administrator

Wesley Long Community Hospital

14 AUGUST 2009

Nine students graduated in the recent commencementceremony of the Moses Cone Health System RadiologicTechnology Program. The graduation also included severalawards presentations.

Amy Bullington received the James F. Rhinehart, MD,Memorial Award for Scholastic Achievement. This award wasestablished in memory of Rhinehart, past chief of Radiology atThe Moses H. Cone Memorial Hospital.

Bullington also was selected by the Radiology staff to receivethe Gloria D. Hall Best All Around Student Award. The awardhonors Hall, past program director and past director ofRadiology Services at Moses Cone Hospital.

The Lodmell-Apple Award, in memory of radiologists E.A.Lodmell, MD, and E.D. Apple, MD, is presented to the stafftechnologist whom the graduates believe has contributed themost to their education. The graduates selected TerriMorehead, Radiologic Technologist, Moses Cone Hospital, toreceive this year's award.

The George H. Pierson, MD, Patient Care Award wasestablished in honor of this radiologist who retired in August

1996. It honors a Radiology Services staff member who hasexhibited excellent patient care skills. This year, MitchellArnold, Radiologic Technologist, Annie Penn Hospital, receivedthe award.

Bullington and Kassie Lee were acknowledged for havingreceived scholarships from the NCSRT Jane Cox MemorialScholarship. Justin Knoop was recognized for his winning theNCSRT sweatshirt design contest.

Students in the Class of 2010 in the Radiologic TechnologyProgram also received scholarships – Lindsay Pugh received ascholarship from the Volunteer Services Department of theMoses Cone Hospital, and two students, Jasinski McNeil andPauravi Mehta, received scholarships from the Guilford Medicaland Dental Managers.

The four students in the junior class with the highest gradepoint average serve as marshals for the ceremony. They wereNancy Colegrove, who served as chief marshal; Kendall Collins,Shana Saganich and Lenora Sayles.

Nine Graduate in RadiologicTechnology Program

Graduates and others involved with the program include: (front row, from left) Kassie Lee, BaileyThayer, April Odell, and (back row, from left) April Pait, Clinical Coordinator; Rene Parrish,Program Director; Amy Bullington, Heather Welker, John Strider, Justin Knoop, Sara Austin,Lauren Bush and Arthur Hoss, MD.

AUGUST 2009 15

Results for Oct. 1, 2008 - June 30, 2009MOSES CONE HEALTH SYSTEM 2009 GOALS

Community Health

Mortality Rate

Turnover Turnover %

Overall Job Satisfaction

Internal Succession %

Physician Satisfaction

Employee Satisfaction

Margin (%)

PhysicianRelationships

Internal Succession

Risk-AdjustedMortality Rate**

Would RecommendInpatient

Would RecommendED

Patients Who WouldRecommend Us

For Care

Core Measure Optimal CareCompliance*

QUALITY

SYSTEM INDICATOR MEASURE

PATIENTSATISFACTION

EMPLOYEE &PHYSICIAN

ENGAGEMENT

5.78%

TBD

6.59%

8.0***

60%63.5%

78.70TBD

12.95% 15.0%

72.3571.74

88.71 87.65

0.901.09

82.7% 85.0%

AT OR ABOVE TARGET BELOW THRESHOLD BETWEEN THRESHOLDAND TARGET

5.105.08

FINANCE

GOALACTUAL

TBD - To Be DeterminedThe threshold is the lowest acceptable value before the measure fails.

* The Core Measure Optimal Care Compliance goal, new for 2009, takes into accounthow well the Health System meets targets in four core measures: Acute MyocardialInfarction, Heart Failure, Pneumonia and the Surgical Care Improvement Project. Stafffrom the Quality department will look at a random sampling of charts to determine if allof the proper documentation has been done for each of the core measure areas. This is apass-fail process. The number of charts that pass out of all those examined is thepercentage reported in this table.

** The risk-adjusted mortality rate considers the severity (acuity) of patients’ conditions insteadof simply calculating a mortality rate on the basis of actual deaths. The risk-adjusted measureis more commonly used in other health systems and is a much better indicator of the qualityof care being given. A score of 1 is equivalent to the expected mortality rate given the acuityof patients. Any score less than 1 means there are fewer deaths than expected given theacuity of patients. If a score is greater than 1, there are more deaths than expected.

***The Health System is working on eight strategies to helpimprove physician satisfaction. This measures how manyhave been implemented.

� Margin goal at the end of Fiscal Year 2009 is 4.97%.

�� Length of Stay goal at the end of Fiscal Year 2009 is 5.05.

Length of Stay��

Margin (%)�

Award WinnersEmployee

RecognizedEmployee of the Month, Going the Extra Mile (GEM) and Annie’s Spirit awardsrecognize employees who go above and beyond their normal job requirements andrepresent the values adopted by Moses Cone Health System.

The Moses H. Cone Memorial Hospital Employee of the Month

Karen VaughnRN, 3100, Neuro ICU

Nominated by: Jackie Norris, RN, Assistant Director, 3100,Neuro ICU

During a recent five-week period, Karen Vaughn cared for apatient who was sedated, ventilated and unable to communicate.

“As he slowly began to make some improvements, he had briefperiods of clarity,” Norris writes. “While he wasn’t able to talk, hecould write. Karen provided him with a means to communicate, asthis would be one of his last opportunities. She helped himdiligently, and he was able to write a few things.

“He understood all of the many hands that were touching hislife at that moment to get him well again. His last letter to Karensaid, ‘See you next week … it takes a village.’ He died before shewas able to return to care for him again. She later laminated thenotes and mailed them to the man’s wife and family. She wrote,‘Thanks for letting me be a part of the village.’”

“With that act of kindness and compassion, she embraced whywe are all here as nurses. We have such an impact on people andtheir lives. I feel honored to have Karen as a part of our unit andMoses Cone Health System.”

GEMsLucynda Benton, RN, IV NursingCarol Huckabee, RN, 5100, SurgicalJennifer King, Nutritional Services Ambassador,

Nutritional ServicesMatthew Olson, MD, Resident, Family MedicineKristen Soth, Rehabilitation Program Specialist,

Outpatient Rehabilitation Center at Church StreetLisa Simpson, RN, 3100, Neuro ICUWendy Stewart, Nursing Secretary, 5500, MedicalChristina Soto, RN, Urgent Care Center

Wesley Long Community Hospital Employee of the Month

Vetia HallEnvironmental Group Leader, Environmental Services

Nominated by: Brenda Brown, Supervisor,Environmental Services

“I would like to thank Vetia for her outstanding services andquick response in saving a co-worker’s life by performing theHeimlich maneuver,” Brown writes. “Her co-worker was chokingon a piece of chicken, and Vetia recognized her facial expressionand tears and knew what had happened. Thank you, Vetia, forgoing the extra mile. That was truly a wonderful thing you did.”

GEMsJeremy Beane, Nursing Tech/Nursing Secretary,

Medical UnitCharles Covert, Admission Services Associate, AdmittingMelissa Deal, RN, General SurgeryJohn Eudy, RN, TelemetryLancie Lowder, RN, OrthopedicsDouglas Stanley, Mechanic, Plant OperationsSarah Stout, RN, Oncology

JULY

16 AUGUST 2009

The Women’s Hospital of Greensboro/Administrative Services Building

Employee of the Month

Moira DaileyRN, Nursing Unit

Nominated by: A patient

“Moira made me feel completely comfortable and at ease in atrying period of time,” the patient writes. “She took me to see mybaby an hour and a half after her shift was over. She stayed withme another hour or so, so I could visit with him. She was sweet,caring and reassuring even after I asked the same questions againand again.”

GEMsKelly Barker, RN, Birthing SuitesTheresa Kontoulas, Payroll Clerk, Financial ServicesCarolyn Tickle, Cook, Nutritional Services

Annie Penn HospitalAnnie’s Spirit Winner

Paula “Brooke” SimpsonRN, Emergency Department

Nominated by: Christy Edwards,RN, Emergency Department

“We had an elderly patient who couldbarely get around with a walker, and hiswife was disabled. This couple had nofamily, children or grandchildren to helpthem. They were to follow up with aneurosurgeon in Greensboro the next daybut had no transportation. Their nurse,Brooke, was very concerned. Their onlyother friends are elderly themselves.Brooke, being the wonderful nurse and

person she is, offered to take the couple to Greensboro the nextday for the appointment. She did, and they were very grateful.”

Behavioral Health CenterEmployee of the Month

Sharon DeEschCounselor, Outpatient ServicesNominated by: Ojetter Jackson,

Office Coordinator, Outpatient Services

“Sharon is a believer of action in organizations,” Jackson writes.“During the Christmas holiday, Sharon opened up her home tohave a Christmas celebration for the staff. It was well attended.Also, she just brought in some eating utensils, large bowls andother cleaning items for our kitchen. Every department is on atight budget, but she saw our needs and made things more livablefor us in the department.”

GEMsChrystal Land, Clinical Social Worker,

Child and Adolescent ServicesDavid Randolph, Security Guard, Security ServicesKim Whitaker, RN, Child and Adolescent Services

LeBauer HealthCare

GEMsHarriet Griffin, Vascular Technologist, CardiologyNancy Neckers, LPN, LeBauer HealthCare at BrassfieldMary Ann Parker, Anticoagulation Pharmacist,

Cardiac Risk Reduction ClinicPam Peterman, Certified Medical Assistant,

Gastroenterology

Health Services Division

GEMDebra Finley, Patient Financial Counselor,

HealthServe Community Health Clinic

AUGUST 2009 17

Brooke Simpson

What Winners Say“It feels very good to be honored by my co-workers, who Irecognize as my friends as well. I am very appreciative to beworking at such a nice place. I also like the opportunity thatMoses Cone Health System offers to further my career.”

Vetia Hall

18 AUGUST 2009

Mark Your Calendars

James Siddon is a new QI Facilitator/Black Belt, Quality, Moses ConeHealth System. Previously, he worked in quality improvement forWake Forest University Baptist Medical Center.

Chris Wilson is the new Employee Performance Manager, The MosesH. Cone Memorial Hospital. Previously, he was the talent developmentmanager in Training and Development.

Management News

Oral Cancer ScreeningRegular checkups that include an examination of the entire mouthcan detect the early stages of oral cancer. If you use tobaccoproducts, you are at greater risk and should be checked. Theseproducts are particularly dangerous when combined with heavyalcohol intake. This quick and painless screening is for those whohave not seen a dentist in the last 12 months. No registration isrequired. For more information, call 832-8000.Friday, Aug. 7, 9 a.m.-1 p.m.HealthServe Community Health Clinic, 1002 S. Eugene Street

Heart-Healthy Lifestyles for WomenPaula V. Ross, MD, from LeBauer HeartCare, discusses ways forwomen to reduce their risk for heart disease and live a heart-healthy lifestyle.Tuesday, Aug. 18, 7-9 p.m.The Women’s Hospital, Classrooms 5 and 6Registration is required. Call 832-8000 to register.

The Spin on VertigoChristina Weaver, Physical Therapist, Moses Cone OutpatientRehabilitation Center, talks about the causes and management ofvertigo.Thursday, Aug. 27, 5:30-7 p.m.Moses Cone Hospital, AHEC, Rooms 0029-0031Registration is required. Call 832-8000 to register.

Cervical Cancer ScreeningA free cervical cancer screening is available to all women 18 yearsof age and older who are currently or have been sexually active, orhave never had a Pap test, or have not had a Pap test within thelast 12 months. The screening is open to women who have noinsurance, have Medicaid and/or Medicare, or cannot afford tovisit their regular physicians.Monday, Aug. 31, 5:30-7:30 p.m.,and Tuesday, Sept. 1, 5:30-7:30 p.m.Moses Cone Regional Cancer CenterRegistration is required. Call 832-8000.

AUGUST 2009 19

* These charts show an average of patients’ ratings when they are asked to what degree they would recommend MosesCone Health System for healthcare services. They answer on a scale of 0 to 10. The ratings are then multiplied by 10to convert them into the percentages on this chart. On all charts, lines indicate goals or proposed goals, as noted.

Satisfaction ScoresWould patients recommend the Health System for care?*

Moses Cone HospitalGOAL 87.3

Wesley LongCommunity Hospital

GOAL 87.3

The Women’s Hospitalof Greensboro

GOAL 89.3Annie Penn Hospital

GOAL 85.19Behavioral Health Center

GOAL 86.5

Adult Child

100% PossibleINPATIENT SCORES

EMERGENCY DEPARTMENT SCORES

70

72

74

76

78

80

82

84

86

88

90

92

94

96

98

100

91.9APR70

72

74

76

78

80

82

84

86

88

90

92

94

96

98

100

88.69APR

86.34MAY

89.88JUNE 70

72

74

76

78

80

82

84

86

88

90

92

94

96

98

100

93.97APR

94.37MAY

89.93JUNE 70

72

74

76

78

80

82

84

86

88

90

92

94

96

98

100

92.36APR

92.50MAY

90.26JUNE 70

72

74

76

78

80

82

84

86

88

90

92

94

96

98

100

80.95APR

88.89MAY

90.48JUNE

92.7APR

91.3JUNE

91.7JUNE

90.7MAY

90.8MAY

Annie Penn HospitalGOAL 72.35

55

60

65

70

75

80

85

90

68.37APR

68.92MAY

74.06JUNE

MedCenter High PointGOAL 72.35

55

60

65

70

75

80

85

90

94.05JUNE

Wesley LongCommunity Hospital

GOAL 72.35

55

60

65

70

75

80

85

90

74.64APR

68.26MAY

72.31JUNE

Moses Cone HospitalGOAL 72.35

55

60

65

70

75

80

85

90

67.99APR

72.39MAY

68.24JUNE

95 959595

N/AAPR

N/AMAY

We serve our communities by preventing illness, restoring health andproviding comfort, through exceptional people delivering exceptional care.

Moses Cone Health System1200 North Elm StreetGreensboro, NC 27401-1020(336) 832-8131

www.mosescone.com

More than 7,400 people make up Moses Cone Health System, and thesuccess of the System depends upon the strength of these individuals. A“code” is made up of symbols representing a special meaning. Code Uwas developed to symbolize the publication’s “It’s All About You!”philosophy.

Code U provides up-to-date news each month for employees andfriends of Moses Cone Health System. Comments, story suggestions,photos and signed letters to the editor are welcome.

CONTACTNewsletter Editor

Marketing DepartmentMoses Cone Health System

1200 North Elm StreetGreensboro, NC 27401-1020

Phone: (336) 832-6516Fax: (336) 832-7979

E-mail: newsletter@mosescone.com

TIM RICE President and Chief Executive OfficerTERRY AKIN Chief Operating OfficerTOM DORLE Vice President, MarketingDAWN MARTIN Editor,

CONTRIBUTING WRITERSDoug Allred, Carly Hughes, Fray Metcalfe, Tommye Morrison,

Heather Renshaw, Sheryl Thornton, Lisa Wilkerson

PHOTOGRAPHYMike Coughlin, Carly Hughes

Nonprofit Org.U.S. Postage

PAIDPermit No. 195Greensboro, NC

Each month, Marketing will draw five entries from the correct responses andaward five free $6 meal tickets, valid at any Moses Cone Health System cafeteria.The following employees won the contest in July:Lynda Bryant, Senior Financial Analyst, Financial Services; Julie Barker,Senior Financial Analyst, Financial Services; Betty Sizemore, ClericalAssistant, The Stroke Center, The Moses H. Cone Memorial Hospital; EmilyKeen, Capital Administrator, Contract Administration; and Richard Myers,Volunteer, Volunteer Services, Moses Cone Hospital.

This month’s quiz:1. What is expected by Sept. 19?

2. What happened in July 1984?

3. What affects 12 million Americans?

4. Where are 280 new patients seen each month?

5. Name one award winner featured in this issue.

Send your entries via interoffice mail to Marketing, AdministrativeServices Building, by Aug. 17. All correct entries will be placed into arandom drawing, and five meal-ticket winners will be announced in theSeptember newsletter. The contest is open to all employees andvolunteers of Moses Cone Health System. Marketing staff is not eligible.Previous winners are not eligible in the calendar year that they won.

Name

Department, Campus

Phone

11..

22..

33..

44..

55..

ENTRY FORM

ANSWERS

Wina Prize!

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