2012 Report to the Community
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Transcript of 2012 Report to the Community
P R E S B Y T E R I A N H E A LT H C A R E S E R V I C E S
2 0 1 2 R E P O R T T O T H E C O M M U N I T Y
Commitment
to Community
For 104 years, Presbyterian Healthcare Services has been a part of the New Mexico
landscape. Our story began when a Presbyterian minister by the name of Hugh A. Cooper
saw a need in the community and dedicated himself to meeting that need. Reverend
Cooper’s actions established the framework for Presbyterian’s longstanding commitment to
community, and it’s a legacy our 9,600 employees dedicate themselves to each day.
We are New Mexico’s only fully integrated, private, not-for-profit healthcare organization and
our purpose is to improve the health of the patients, members and communities we serve. We
do that in a number of ways: through the exceptional care our physicians, nurses and other
employees provide at our hospitals and clinics; by providing health insurance to employers
large and small, individuals, Medicaid managed care recipients and Medicare enrollees;
through our community outreach, community health efforts and community giving; and by
continually seeking to improve, innovate and implement successful strategies. We are not
only committed to community but we also are governed by community, as you can see in the
above photo and on Page 15.
The following pages offer a glimpse of our recent accomplishments and milestones. I hope
you’ll notice that whether we are pioneering national reforms, introducing quality-enhancing
initiatives or remodeling a building, our patients and members are at the center of our
focus. That commitment to community dates to 1908. And at Presbyterian, we take our
commitments seriously.
Jim Hinton
President and CEO
Presbyterian Healthcare Services
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The members of the Presbyterian Healthcare Services Board of Directors are (back row, from left): Brian Burnett; Tom Roberts, MD; George Isham, MD; (middle row, from left): Frank Figueroa; M. Ries Robinson, MD; Jennifer Thomas; (front row, from left): Jim Hinton; Sandra Begay-Campbell; Elaine Papafrangos, MD; Kathie Winograd, PhD, chair; Charles Milligan.
“I like taking care of people. … That’s what we’re here for, to take care of our people, our elders and our loved ones, … ”
–Imogene Zuni, radiographer and 40-year
Presbyterian employee
“We really like Presbyterian’s doctors, hospitals and clinics. We always feel really cared for by everyone.”
– Mom, Megan, and Tushar Dandade, MD, Ob-Gyn,
Presbyterian Medical Group, Rio Rancho
“Erica, my coach, made me feel special as a person and made me feel like my children are important to Presbyterian.”
– A Santa Fe mom after being offered one-on-one education about her Salud plan and help getting her family started with
Primary Care Providers. She had never had insurance before.
When it comes to Presbyterian’s values, “People First” is at the top of the list for a reason. Caring for people is what we have done since before New Mexico was granted statehood.
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“I’m at Presbyterian because of the people I work with and the people I get to care for.”
– Dusty Chavez, a 15-year Presbyterian employee who is the Director of the Patient
Placement and Transfer Center
“I would not be alive today if not for my Presbyterian Salud plan. And Jean, my case manager, she is honestly one of my angels ... I know she really cared.”
– Mark Rodriguez, a Santa Fe native whose stonecutting
hobby cost him his lungs. With Presbyterian’s help he was
given a new set of lungs and a new lease on life.
“Working for Presbyterian is more than a paycheck. It’s so important to be part of our members’ lives. I can help people get what they need. Every day my job is rewarding.”
– Cathy Candelaria, who has worked for Presbyterian for 30
years, currently in Medicaid Programs Administration
C O M M I T T E D T O S E R V I N G P E O P L E
C O M M I T T E D T O E X C E L L E N C E
At Presbyterian, we expect excellence of ourselves because we know the patients, members and communities we serve expect it of us.
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In an American Hospital Association comparison of the top 250 health systems in the United States on publicly reported clinical core measures,
readmissions, mortality rates and patient satisfaction, Presbyterian is ranked 57,
an improvement of 144 places in four years. Our focus is on using quality tools that
improve clinical results, evidence-based medicine and evidence-based care design.
Three of Presbyterian’s eight hospitals – Lincoln County Medical Center, Plains Regional Medical Center and Socorro General Hospital – were recognized
by the Joint Commission as “Top Performers” on key quality measures
Lincoln County Medical Center in Ruidoso received the Brilliant Torch Award from the New Mexico Medical Review Association for achieving 100
percent on clinical core measures
Presbyterian Española Hospital received a Hospital Safety Score of “A” from the Leapfrog Group, an independent national nonprofit operated by
employers and other large purchasers of health benefits
Presbyterian Cancer Network was nationally accredited in radiation therapy
and medical oncology
Presbyterian Hospital received the Platinum Performance Achievement Award from the American College of Cardiology Foundation for implementing a
higher standard of care for heart attack patients
I N C L I N I C A L Q U A L I T y
C O M M I T T E D T O E X C E L L E N C E
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Presbyterian Medical Group exceeded or met national averages in 22 of 32
clinical quality measures, including three diabetes control measures
Modified Early Warning System implemented, helping caregivers identify
patients who need advanced clinical attention before their conditions deteriorate
Unnecessary admissions for deep venous thrombosis management reduced to
less than 3 percent
Length of stay for total joint replacement patients decreased 25 percent
Hospital admissions for pediatric asthma patients reduced by 32 percent
The Presbyterian Customer Service Center received 1.7 million calls and had
a satisfaction rate of 96.9 percent
Presbyterian Hospital was awarded
the Consumer Choice Award by
National Research Corporation for
the 17th consecutive year
Presbyterian Health Plan met or exceeded annual customer satisfaction performance targets
– 6 –
I N C U S T o M E R S A T I S f A C T I o N
C O M M I T T E D T O E X C E L L E N C E
– 7 –
Presbyterian is the most preferred healthcare organization in New Mexico, according to an independent
research firm
Presbyterian was the most trustworthy healthcare organization in New Mexico for the fifth year in a row, according
to an independent research firm
Presbyterian Medical Group ended the
year with a mean score of 91.4 in patient satisfaction
Plains Regional Medical Center was
one of 20 hospitals nationwide to receive
the Top Improver Award from Press
Ganey, the healthcare industry’s leading
independent vendor of patient satisfaction
measurement and improvement services
Urgent Care decreased length of patient visit time by 27 percent
Plains Regional Medical Center Emergency Department reduced
patient length of stay by 32 percent
C O M M I T T E D T O E X C E L L E N C E
Presbyterian President and
CEO Jim Hinton is named
chair-elect of the American
Hospital Association
As part of
its community
health commitment,
Presbyterian Hospital
becomes home to
a Growers’ Market
A new primary
care clinic opens
at Dr. Dan C. Trigg
Memorial Hospital
in Tucumcari
Presbyterian Española Hospital
opens a 34-bed patient tower
Groundbreaking is
held for a Physicians
Office Building at
Lincoln County
Medical Center
Presbyterian
maintains its AA
financial rating
M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2
Presbyterian starts
serving 16,000
Medicare patients
as part of its role as
a Pioneer ACO
Presbyterian Rust
Medical Center in Rio
Rancho, Presbyterian’s
newest hospital,
expands by opening
a fifth floor
Volunteer Services
celebrates its
60th anniversary
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M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2 M I L E S T O N E S 2 0 1 2
Work begins on a
new medical office
building in Socorro
Presbyterian enters
into agreements
with major employers
to deliver care in
new ways
Lincoln County
Medical Center
begins offering local
orthopedic services
and surgery
Presbyterian
leaders across
the state engage
schoolchildren in
wellness activities
and education in a
Day of Service
The Rev. Hugh A.
Cooper Center,
Presbyterian’s new
administrative
building, welcomes
the first employees
Presbyterian acquires
MD Urgent Care,
expanding urgent
care offerings in the
Albuquerque area
Presbyterian Health
Plan is the only
locally owned
health plan selected
to participate in
Centennial Care,
New Mexico’s
expanded Medicaid
program
Remodeling work
begins at Presbyterian
Kaseman Hospital
in Albuquerque to
renovate operating
rooms and units
associated with
preoperative and
postoperative care
Albuquerque
Ambulance celebrates
its 40th anniversary
Presbyterian partners
with T-Systems
to transform the
organization’s IT
environment
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COMMITTED TO INNOVATION AND INTEGRATION
Presbyterian is a leader in integrated healthcare and provides New Mexicans with hospitals, a health plan and a medical group of primary care and specialty physicians. Through that connection, we offer patients a seamless continuum of care, manage care in cost-effective ways, and make meaningful changes that improve value for customers and increase organizational performance. We are continually working to offer programs and services that improve quality and lower cost.
In an effort to transform primary
care, improve quality and reduce
costs, Presbyterian Health Plan has
funded $1.3 million in grants to
pilot Patient Centered Medical
Homes among medical practices in
several New Mexico communities
that provide care for about 40,000
Presbyterian Salud (New Mexico’s
Medicaid managed care program)
members. Among the innovations
in care are group visits, telephone
appointments, promotoras
(community health educators
who help educate and support
patients and their families) and care
managers. Early results demonstrate
improved preventive screening and
chronic care management.
Presbyterian remained among
the national leaders in innovative
healthcare delivery methods with
its Hospital at Home® program.
More than 630 patients have been
treated at their homes instead of in
the hospital under the program that
Presbyterian Health Plan developed
in partnership with The Johns
Hopkins School of Medicine.
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With the establishment of a
Discharge Call Center, Presbyterian
has made a significant investment
to ensure that patients discharged
after receiving inpatient or
emergency services are contacted
within 72 hours of leaving the
hospital. In 2012, the nurses who
staff the center reached out to more
than 35,000 hospital and 21,000
Emergency Department patients
to assist patients and families with
a safe transition to home, provide
education as needed, reinforce
discharge instructions and seek
opportunities for improvement.
Implementation of Presbyterian’s
electronic health record at our 36
ambulatory clinics was completed
in 2012. Rollout of the system in our
eight inpatient settings has begn
and will be finalized in May 2014.
The electronic health record will
link all of Presbyterian’s hospitals
and clinics with one financial and
medical record, meaning there will
be just one record for each patient.
It also will support our emphasis
on evidence-based medicine and
best practices, resulting in safer
and more cost-effective care for our
patients.
Presbyterian Health Plan members
with certain diagnoses are managed
through our Disease Management
or Care Coordination program to
improve quality outcomes, increase
patient self-management skills and
reduce health care costs. In 2012,
these integrated interventions
resulted in an estimated cost
savings of more than $20 million.
C O M M I T T E D T O C O M M U N I T Y H E A LT H
In 2012, community health forums were
held in the areas in which we have hospitals
as part of our Community Health Needs
Assessment process. Based on feedback
from forum participants, we refined the
community health priorities we will focus on
in the development of an implementation
plan for 2013-2016. Presbyterian’s three
priorities are healthy eating, active living and
preventing unhealthy substance use.
Presbyterian Hospital began hosting a weekly
Growers’ Market in 2012 that had more than
345 shoppers each day that it was open. It
will continue in 2013.
In October, approximately 400 Presbyterian
leaders participated in a Day of Service
by visiting local schools to promote health
and fitness. They led wellness activities and
education efforts for about 5,000 students.
Health education is provided in a number of
areas by Presbyterian professionals. Among
the classes offered are programs on aging
issues for seniors, baby basics and beyond
for new parents, breastfeeding for new
moms, infant CPR, arthritis management
programs and cancer support sessions.
In addition, Presbyterian is represented on
numerous health boards and councils in the
communities we serve.
Presbyterian’s commitment to community health doesn’t stop when patients leave our hospitals or clinics. We are actively engaged as an organization in community health initiatives and conversations.
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More than $27.6 million* in free medical care
More than $19.7 million* in uncompensated care
95,000 hours of volunteer service
valued at $2.1 million
$11.5 million investment in Presbyterian Kaseman
Hospital remodeling, leading to 125 to 150
construction jobs over the course of the project
$5.9 million investment in new 23,000-square-foot
medical office building in Socorro, creating up to
100 construction jobs during the project’s duration
$1.58 million in employee donations to United Way
$65,000 to Albuquerque Healthcare for the Homeless
C O M M I T T E D T O C O M M U N I T Y H E A LT H
From providing unreimbursed care to creating jobs and having a workforce dedicated to giving, Presbyterian’s community impact is felt by all.
*Estimated, based on cost
More than 9,600 employees
More than 600 employed providers
More than 600 volunteers
in central New Mexico
1,171 licensed hospital beds
8 Urgent Care clinics,
including a Pediatric Urgent Care,
in the Albuquerque metropolitan area
5 Home Healthcare Programs
in 5 communities: Albuquerque
metropolitan area, Clovis, Española,
Socorro, Tucumcari
3 ambulance services in
3 communities: Albuquerque
metropolitan area, Española, Ruidoso
11,900 physicians and practitioners
in our Presbyterian Health Plan network
2,744 nurses
8 hospitals in 7 communities:
Albuquerque, Clovis, Española,
Rio Rancho, Ruidoso, Socorro, Tucumcari
36 Presbyterian Medical Group
multispecialty clinics in 10 communities:
Albuquerque, Belen, Capitan, Clovis,
Corona, Española, Los Lunas, Rio Rancho,
Ruidoso, Socorro
10 Patient-Centered Medical Homes
in 4 communities that have received
Level 3 National Committee for
Quality Assurance recognition:
Albuquerque, Rio Rancho, Belen,
Los Lunas
4 hospice programs in 4 communities:
Albuquerque metropolitan area, Clovis,
Socorro, Tucumcari
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C O M M I T T E D T O N E W M E X I C O
Nearly 670,000 customers
More than 417,000 health plan members
7,174 newborns
More than 1.3 million doctor’s office visits
More than 20,000 patients using MyChart on phs.org
More than 12,000 inpatient surgeries
181,167 Emergency Department visits
C O M M I T T E D T O O U R C U S T O M E R S
– 1 4 –
Presbyterian is proud to touch so many lives in so many ways. Our integrated approach to healthcare results in consistent quality and leads to exceptional experiences for our patients and members.
Presbyterian is owned by the communities we serve and governed and guided by community leaders who volunteer to serve on our boards of directors. These individuals donate their time, energy and expertise. We thank them for their commitment to their communities and to Presbyterian’s purpose, vision, strategy and goals.
– 1 5 –
Presbyterian exists to improve the health of the patients, members and communities we serve.
Visit phs.org to learn more