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Medical College

What Happens Here Makes a World of Difference

2015 ANNUAL REPORT

Every year, thousands of individuals from around the world travel to NewYork-Presbyterian Hospital in New York City for the latest diagnostic modalities, advanced treatments, and innovative approaches available in healthcare today. Here they fi nd outstanding care from physicians and surgeons practicing at the forefront of their specialties.

One of America’s Best HospitalsMore of America’s Top DoctorsAmerica’s Greatest City

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MESSAGE FROM OUR EXECUTIVE DIRECTOR

For nearly 20 years, NewYork-Prebyterian (NYP) Global Services has coordinated care for global patients that come to NYP from over 100 countries. Providing the highest quality coordinated care with compassion and dedicated attention for each patient has been central to our mission and that remains today as we have expanded our programs and services.

We all collectively work to extend the reach of NYP, attracting thousands of patients around the world annually. During the last 5 years, we grew our team’s presence with in-country representatives and our first Global Services office outside of the United States, offering better care coordination. We launched the Executive Health program to partner with our patients to achieve optimal health. Though our Corporate Health and Institutional Collaboration teams, we actively facilitate access to the expertise of NYP on a global scale by working with hospitals, physicians, universities, governments, and corporations in increasingly innovative ways. As we look forward to 2016 and beyond, our team will continue to expand the hospital’s mission of being the leader in the provision of world class patient care, teaching, and research to local, state, national, and international communities. For example, as the university hospital of Columbia and Cornell, we will implement the Global Education and Training Program to train physicians from around the world. We will launch an integrative health program to provide patients with more options to reach their health goals. We will also advance how we engage our corporate community and better serve their employee needs. We will do all of this while we continue to provide exceptional care to our global patients, expand our NY and in-country presence, and utilize the latest technologies to facilitate better coordination of care and outreach to our patients, referring physicians, and outside organizations. At NewYork-Presbyterian, we always put patients first. We stand proud in all that we do to provide access to the best NYP and our physicians can offer at one of the best academic medical centers in the world!

Michael MerrittNeed Signature & title

MI LESTON ES/ TIMELI N E

First patient from Turkey angle in three areas. need to pick one

1998

~ First patient from Turkey seen with assistance from 2 Patient Liaisons and 1 Financial Counselor

~ Offices established in the Milstein Pavilion and Weil Cornell Medical College

~ 100+ international patients seen

2000~ Merger of International

Services and Corporate Health to create “Columbia Cornell International and Corporate Healthcare Services”

2005~ Patient load reaches over

1000

2011~ Inaugural medical

symposium hosted in Dominican Republic

2013~ First patient seen by Global

Services Executive Health Program

~ In country representative added in Dominican Republic

2014~ Institutional collaborations

formalizes to extend NYP partnerships abroad

~ Opening of regional office in Riyadh, Saudi Arabia

2015~ In-country representative

added in China

~ Over 3,000 patients assisted by Global Services in New York City

LOOKI NG FORWARD

Key initiatives for the upcoming year include:

~ Implementation of the Global Education and Training Program

~ Launch of Integrative Health Program

~ Introduction of Corporate Health’s NYP Navigator program

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GLOBAL SERVICES

GLO

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ICES

LOOKI NG FORWARD

Key initiatives for the upcoming year include:

GLOBAL PATIENT SERVICES

EXECUTIVE HEALTH

CORPORATE HEALTH

INSTITUTIONAL COLLABORATIONS

~ Expansion of NYP presence in Dominican Republic with in-country representative in Santiago

~ In-couuntry representative to be introduced in Bermuda

~ Establishment of Advisory Board in Mexico

~ Opening of regional office in Shanghai, China

NewYork-Presbyterian Hospital’s Global Services Department saw its first international patient in 1998 from Turkey. Since inception, the department has grown to include four business units and services thousands of individuals, corporations, and medical providers around the world annually. The core business units within Global Services work together to provide seamless care coordination and access to NewYork-Presbyterian, one of the top hospitals, and include:

GLOBAL PATIENT SERVICES

Assists patients traveling to New York for care at NewYork-Presbyterian by coordinating medical services and providing concierge support.

EXECUTIVE HEALTH

A comprehensive and personalized physical exam and wellness program to help achieve personal health goals.

CORPORATE HEALTH

Assists employees with access to healthcare at NewYork-Presbyterian and partners with corporations to design innovative programs that improve employee health and wellbeing.

INSTITUTIONAL COLLABORATIONS

Partner with prominent international healthcare institutions to advance clinical care and offer training for physicians and healthcare providers.

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Through NewYork-Presbyterian’s comprehensive Global Services program, patients and their family members fi nd a multilingual and multicultural team committed to making them feel welcomed and at ease while far from home. Dedicated coordinators provide personalized attention and service every step of the way – from the journey to New York and throughout treatment, recovery, and their return home.

GLOBAL SERVICES in New York

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28 W 44th Street• Patient Access

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525 E. 68th Street Greenberg Pavilion• Patient Coordination

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641 Lexington Avenue• Leadership• Institutional

Collaborations• Business Development• Education and Training• Strategy and Analytics

Team

3 425 E. 61st Street• Executive Health

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177 Fort Washington Avenue Milstein • Patient Coordination

1 601 W. 168th Street• Finance Representatives• Administration

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GLOBAL PATI ENT SERVICES

Our Global Patient Services team is composed of multicultural and multilingual patient coordinators, fi nancial representatives, and patient access specialists who are committed to helping international patients feel welcomed and at ease while far from home. We work collaboratively with our physicians and patients’ local physicians to help plan an itinerary that addresses both travel and healthcare-related logistics for the patients and their accompanying loved ones.

20+ languages spoken among GPS staff

I PAZIENTI PRIMAI PAZIENTI PRIMA

PATIENTS FIRST

DIE PATIENTEN ZUERSTHASTALAR ILK

Los Pacientes Primero

GLOBAL SERVICES IN NEW YORK

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Care Coordination

Our team guides families throughout the medical care experience, providing customized service and personal attention every step of the way – beginning with the journey to New York and throughout treatment, recovery, and the return home. Our guidance and support includes:

• Scheduling physician and other clinical appointments or tests

• Escorting patients and family members to appointments

• Explaining and interpreting medical information, instructions, and procedures

• Facilitating communication between referring physicians and NewYork-Presbyterian physicians

• Organizing global air ambulance, ground ambulance, or other emergency transport services for critically ill patients

• Making recommendations and arrangements for hotels or furnished apartments, including New-York Presbyterian’s on-site facilities

Prior to admission to NewYork-Presbyterian, our Financial Representatives assist families in understanding the cost of care.

27+ nationalities represented by GPS staff

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Growth and Initiatives

The department has experienced signifi cant growth over the years. Notably in 2015, the operations team has made heavy investments in personnel including the implementation of a shared governance model and dedication to staff training, in addition to emphasizing the importance of recruiting the best.

Capitalizing on the speed of growth and the dynamic healthcare environment, Global Patient Services has committed to a philosophy of continuous improvement in quality and process. Recently, Global Patient Services has partnered with Quality University, a NYP entity spearheaded by Dr. Henry Ting, NYP’s Chief Quality Offi cer, in order to assist in this initiative. With process improvement as a key objective, the department will continue to be the premier destination for thousands of patients coming to NYP for care annually.

11% increase in unique patients traveling to NYP for care since 2014

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Jackie Spence Executive Director of Operations

I am so honored to work with this world-class Global Patient Services team at the #1 hospital in New York. NewYork-Presbyterian, anchored by two ivy-league medical schools, Weill-Cornell and Columbia provides high-quality, patient-focused, evidence-based medical care to patients near and far. Thousands of patients travel from all over the world seeking premier healthcare from over 5,000 specialty physicians. This care is facilitated and made possible by the talented GPS staff. I cannot imagine a better place to work; I feel so much admiration for what we do and who we are. It is a true honor to serve our patients.

Voices of Leadership


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Global Services Medical Directors

Physician Testimonials

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At New York Presbyterian, we are able to turn on patients’ immune systems to fight their cancers. Often times, we can achieve this without chemotherapy. My mission is to leverage our immunotherapy expertise and research to help our International patients in their quest for a cure.

– Dr. Usama Gergis, Medical Director Global Services

We are honored to welcome and care for international patients, providing top notch clinical expertise, and offering state of the art technology. Global Patient Services significantly enhances the patient and physician experience. The group embodies the mission and vision of NewYork-Presbyterian Hospital.

– Dr. Paul Lee, Medical Director Global Services

Working with the NY Presbyterian Global Services team over the past year has been incredibly rewarding. Here at Morgan Stanley Children’s Hospital we provide Quaternary care to the sickest of children. Through Global Services, we have been able to reach far beyond our borders to help those in need. It’s incredible to see the obstacles parents will endure in their search for a doctor to help their child. With a caring and attentive approach, our coordinators facilitate the most difficult of transfers, providing hope and guidance to families in need. It is a privilege to work so closely with this dynamic and compassionate team, and I look forward to the continued expansion of services as we provide the medical expertise our patients cannot find close to home.

– Dr. Teresa McCann, Medical Director Global Services

It continues to be a great privilege caring for thousands of patients who travel from around the world to New York-Presbyterian for Medical care. Our teams of Physicians strive to be second to none in providing state of the art care of our entrusted International patients. As Clinicians, we all delight when the journey is complete and our patient returns to their home and doctor with a successful experience.

– Dr. Larry Katz, Medical Director Global Services

EXECUTIVE H EALTH

New York City residents face extraordinary stress through the continuous juggling of business, family and social obligations. Many are dissatisfi ed with hurried, impersonal medical care and have been traveling to hospitals outside New York for Executive Physical examinations.

Executive Health at NYP offers a fresh, patient-centered, innovative approach to management of existing medical disorders, early detection of medical conditions and health promotion. The service customizes examinations to the unique needs of each individual to keep New Yorkers at their optimal level of health and functioning. Executive Health also eliminates unnecessary testing ensuring all patients get appropriate screening in a private, holistic, convenient and effi cient manner.

The program has grown tremendously over the years and has been the recipient of immense patient gratitude. The most signifi cant complement includes consistent referrals of family, friends and business associates to receive the high level of care offered by NYP’s Executive Health. Recently, a patient has offered to serve as an ambassador of the program in support of our service.

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”“Wanda See Director of Executive Health

Our program provides a personalized touch to every patient, continuously promoting the health of those who keep our great city in business!


55% increase in number of individuals served in 2015 by Executive Health


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Programs Launching in 2016

• Nutrify: Nutrition app designed to manage conditions identifi ed through executive physicals

• Exercise Physiology: Personalized exercise programs for clients

• Preventive Cardiology Evaluations: Patients are connected directly to HeartHealth physicians

Physician Testimonials

The Executive Health team provides customized, patient-centered services to our Corporate Executives in NYC and beyond. Our clients receive coordinated care, high-tech diagnostic procedures and comprehensive clinical services which can only be achieved at an institution such as NYP in collaboration with the best academic physicians.

-Dr. Orli Etingen, Medical Director Executive Health Global Services

Executive Health in the Media

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CORPORATE H EALTH

The Global Services Corporate Health team works with Human Resources, Benefi ts and Wellness Leaders, Health Center Managers, and Medical Directors of New York City-based companies who seek access and services from our hospital and physicians. Acting as a single point of contact for clients to build relationships with the decision makers, Corporate Health navigates the vast NYP system on the client’s behalf, providing 24/7 access and support. In 2015, the team refreshed current program offerings and built solutions that align with the strategic goals of our target market of New York City based Fortune 500 companies.

Wellness Programs / Events Held

In 2015, Corporate Health coordinated 60 wellness events including physician-led talks such as sleep health, heart health and stress. The service also facilitated lifestyle-based programs such as NDPP- National Diabetes Prevention Program, Executive Coaching and One-on-One Sleep Health Assessments. Other programs include on-site fl u vaccinations, on-site CPR Training for corporate employees and Emergency Services standby for events hosted by clients.

• 15 Physician Talks• 15 Lifestyle-base Programs• 15 Flu Shots• 9 CPR Training Classes• 6 Emergency Services Standby

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Courtney Lagace Manager of Health and Wellness Solutions

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Corporate Health offers a suite of clinician developed wellness programs and solutions, encouraging employees to take an active role in their health and well-being.

Examples of Corporate Health Wellness Solutions• Sleep Health Optimization

Program• Resiliency Executive Coaching • Dermatology Screenings

wellness programs organized for NYP Corporate Health clients

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National Diabetes Program

Global law firm Latham & Watkins, with nearly 3,000 attorneys and staff in the US alone, launched a successful pilot of the National Diabetes Prevention Program in its New York City office with on-site A1c testing followed by lifestyle change classes throughout 2015. Thanks to the hard work and dedication of participants – 10 of whom moved from having prediabetes to normal blood sugar levels over the course of a year – the pilot’s strong results have set the stage for an expansion of the program. The firm is now expanding the program to its Los Angeles-area offices and is exploring ways to further scale the program for its other locations.

AFP Morgan Library

The American Hospital of Paris Foundation and NewYork-Presbyterian Hospital hosted a cocktail reception at The Morgan Library and Museum on Monday, May 4th for a total of 66 attendees including French-American based companies, current NYP Corporate Health clients and internal stakeholders to understand how both hospitals can support the healthcare needs of their families and corporations in New York, Paris and around the globe.

2015 Conference Board Sponsorship

NewYork-Presbyterian’s Corporate Health team sponsored the 2015 Conference Board’s Employee Health Care conference at the Marriott Marquis on March 12th and 13th, 2015 with over 700 participants from top employers and industry leaders who shared case studies, best practices and practical next steps to help organizations define, achieve and sustain a high-performance health care program.

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Client Testimonials

We have been members of the Corporate Health Program at New York-Presbyterian Hospital for over 20 years. We have taken advantage of many of the services they provide including annual flu vaccine programs, lunch and learn sessions, CPR courses, Doctor referral program and of course their priority ambulance service. We have found the services they provide and the teams we have worked with to be exceptional.

– Susan McGuire, Senior Vice President, Related

The Corporate Health team gives our organization great support during all Ralph Lauren events throughout the New York Metropolitan area. They are knowledgeable, responsive and thorough; and all this at an excellent value. The customer service is excellent and precise with our needs. We are grateful for the hard work and exemplary service provided by the Corporate Health Team.

– Ralph Lauren

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Numerous countries in Latin America and the Caribbean look to NewYork-Presbyterian Hospital as the premier choice to send patients in need of high quality comprehensive care.

GLOBAL SERVICES in Latin America and Caribbean

12% increase in patient volume since 2014 – Latin America and Caribbean

SPOTLIGHT: Futura de la Medicine 2015

March of 2015, Global Services NYP organized the El Futuro de la Medicina Symposium in the Dominican Republic, where fi ve of NYP’s top physicians presented to clinicians and medical students about the latest and greatest developments in their respective specialties. The event served in facilitating knowledge exchange and networking for all healthcare stakeholders in the country. The highlight of the event was a speech given by the Minister of Health regarding continued collaboration with NYP.

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Voices of Patients

A few words are not enough to thank you from the bottom of our hearts for your help with our son's delicate health situation. For us you were an angel sent to help us. We will be forever grateful for your help and for the services provided by the doctors and staff at NewYork-Presbyterian. Thanks again and best wishes!

– Patient’s Family, Panama

Time and disease progressed for [patient] with no happy ending but many memorable moments and unforgettable people that hold a special place in our hearts. They all went beyond the call of duty to help her. Global Services staff is a make it happen group and supported us till the end.– Patient’s Family, Dominican Republic

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50+ articles and advertising placements on behalf of Global Services

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Ray Wu Project Lead

NewYork-Presbyterian has been taking care of patients from Latin America, especially the Dominican Republic, for years and we travel with our best physicians to countries in the region to further develop our relationships with healthcare institutions and providers. We established our presence with an in-region representative to promote our mission of being the global leader in providing healthcare, research, and education.

Specifi cally, NYP Global Services has made signifi cant strides in cementing the brand in Mexico, Bermuda and the Dominican Republic through the identifi cation of in-country ambassadors, a strong advertising footprint and partnering with major local organizations to hold symposia and educational events.

Through the strengthening of NYP presence in this region, the Global Services team has been able to drive over 500 patients to New York City to benefi t from the expertise of NYP clinicians.

8 events held across Latin America in 2015

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GLOBAL SERVICES in the Middle East

NewYork-Presbyterian Global Services serves as one of the top names in the Middle East and North Africa when it comes to the delivery of comprehensive patient care. Strengthening relationships with the Gulf Cooperation Council embassies have driven a large patient volume to New York City where NYP supports the healthcare needs of over 1,000 international patients annually. 24% increase

in patient volume since 2014 – MENA

Through the strategic placement of an office in Riyadh in the Kingdom of Saudi Arabia, NYP Global Services has improved its capabilities to provide seamless care to patients in the region, coordinating the care for over 300 patients. The office has grown to include translated resources and in-house telemedicine services to provide a truly personalized patient experience.

Additionally, the Global Services team has heightened the NYP brand in the region through both sponsoring and exhibiting at key conferences, ranging from Arab Health in the United Arab Emirates to Health congresses in Saudi Arabia.

NYP Global Services Institutional Collaborations team has continued to leverage relationships in the GCC, capitalizing on the expertise of NYP physicians to conduct advisory services with top specialty hospitals including King Faisal Specialist Hospital & Research Center, Hamad Medical Corporation in Qatar as well as a plan to develop a diagnostic center in the region.

need picture of Middle East Office

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Voices of Patients

I am thankful for everybody in Global Services, for your good management and for going above and beyond for my husband.

– Patient’s Family, Saudi Arabia

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Pietro Ferraro Executive Director of Institutional Collaborations

Institutional collaborations offer an opportunity: to increase the awareness and reputation of NYP internationally; to build relationships with foreign institutions/providers, driving patient referrals as well as opportunities around patient care, education and research; and to contribute to the development of foreign healthcare systems. It is also a culturally and professionally enriching opportunity for NYP clinical and administrative resources.

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GLOBAL SERVICES IN THE MIDDLE EAST

I NSTITUTIONAL COLLABORATION I N MI DDLE EAST

Hamad Medical Corporation (HMC) in Qatar

NYP has been selected to be one of the preferred consultancy providers for HMC in Qatar. Recently, a team of ten senior leaders in anesthesiology, surgery and administration accompanied by our Global Services team performed a ten-week review across HMC’s eight hospital system. Spearheaded by Nida Shekhani, Director for Institutional Collaborations, EMEA, Dr. Alfons Pomp, Vice Chairman of Surgery, Dr. Vinod Malhotra, Vice Chairman of Anesthesiology, and Beryl Muniz, Vice President of Perioperative Services for NYP, the team successfully provided recommendations to further develop HMC ‘s clinical service line.

Development of a Diagnostic Center in Saudi Arabia

NYP has been engaged in developing a conceptual and business plan for a diagnostic center in Jeddah to contribute to the development of healthcare in Jeddah and serve the community. The center focuses on providing comprehensive health evaluations, genetic testing, and the ability for virtual care such as telemedicine/second opinions and on-site rotating specialists from New York for key clinical conditions and follow-up care.

10 events attended by the Global Services team in MENA

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Oussama Elbaba Executive Director of Business Development

NYP has become one of the top names in MENA. Our regional offi ce in Riyadh, partnership with KidsHeart Clinic in Dubai, and the extensive visiting program have tremendously helped in this regard.

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Nida Shekhani Director of Institutional Collaborations, EMEA

The Middle East region is investing significantly in its medical infrastructure to provide high quality care in country for their residents. NYP is committed to collaborating with key providers in the region to help them attain this vision.

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NewYork-Presbyterian Hospital has always had a long standing relationship with prominent medical facilities in China. Stemming from an effort to enhance global health in the region, NYP has continued its commitment to improving the healthcare of China by providing strategic council and working collaboratively with institutions.

GLOBAL SERVICES in China

22% increase in unique patient volume in 2014 for Asia

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Recently, the Global Services team has developed a marketing strategy to formalize the NYP brand in Asia. Key individuals have represented NYP in the media and at notable conferences to extend the Global Services reach. This includes holding targeted lectures on specialties specifi c to Chinese healthcare needs and collaborative discussions to strengthen clinical service lines and develop an education and training exchange for Chinese administrators and clinicians.

NYP has organized numerous observerships and education exchanges for management training and development. Additionally, the Global Services team has embarked on various business development initiatives with key stakeholders to ensure China has access to an honor roll institution in the United States. Specifi cally, Global Services has assisted with the refi nement of offerings at NYP, tailoring to the needs of Chinese patients coming from abroad. Through customization of high-touch services and working with key referral partners, Global Services provides coordinated care services to all international patients coming from China and Asia.

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5 major events attended in Asia


I NSTITUTIONAL COLLABORATION I N CH I NA

New-York Presbyterian Morgan Stanley Children's Hospital has been hosting Beijing Children's Hospital (BCH) physician observerships since 2012. This program was funded by the Morgan Stanley Foundation when Morgan Stanley’s Global Alliance for Children's Health partnered with BCH in 2009. Since September 2012, 51 BCH physicians have completed obeserverships in 15 specialties. The observers have expressed great satisfaction in the learning experience at NYP-MSCH and have applied what they've learned to their everyday practice at BCH.


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Shu LiDirector of Institutional Collaborations, Asia

We’ve seen fast growing demand for high quality, international standard, patient-centered care. NYP is well positioned to be recognized as a leading international healthcare provider in China that can provide the care needed, work with and help develop Chinese healthcare professionals, and support the development facilities where such care is offered.

ONE OF AMERICA’S BEST HOSPITALS

Out of nearly 5,000 hospitals nationwide evaluated by U.S. News & World Report for its 2015-16 rankings, NewYork-Presbyterian ranked #1 in the New York Tri-state area and continues to be recognized as one of the country’s premier medical institutions. For the 15th consecutive year, NewYork-Presbyterian has been included on U.S. News’ prestigious Honor Roll.

NewYork-Presbyterian ranks in the top 10 nationally in:

You can also benefi t from specialized programs in cancer, dermatology, orthopedics, transplantation, and vascular medicine, as well as comprehensive services in men’s and women’s health.

AFFILIATION WITH TWO IVY LEAGUE MEDICAL SCHOOLS

With its academic partners, Columbia University College of Physicians and Surgeons and Weill Cornell Medical College, NewYork-Presbyterian pursues clinical excellence, engages in pioneering medical research, and provides outstanding medical education.

MORE OF AMERICA’S TOP DOCTORS

NewYork-Presbyterian has more physicians cited in Castle Connolly’s distinguished survey of America’s Top Doctors than any other hospital in the nation. The survey asks 250,000 physicians to name those doctors “to whom you would send members of your family.”

ONE OF THE NATION’S LARGEST HOSPITALS• More than 6,500 physicians• More than 2 million inpatient and outpatient visits, including close to 15,000 deliveries

• Cardiology/Heart Surgery

• Diabetes/Endocrinology

• Geriatrics

• Nephrology

• Neurology/Neurosurgery

• Pediatric Cardiology/Heart Surgery

• Psychiatry

• Rheumatology

• Urology

NEWYORK-PRESBYTERIAN

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