Baton Rouge General and General Health System Employee Newsletter | March-April, 2014

A Satellite Campus ofTulane University School of Medicine

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2014 campaign begins May 5Because of your generosity, last year’s You, Me & BRG Employee Giving Program was a record-breaking success raising more than $229,000 in pledges and donations, and more than $458,000 with matching support from the hospital. The Internal Grants Committee, comprised of frontline Employees and You, Me & BRG supporters, awarded 29 projects and equipment that will improve our patients’ experiences and significantly impact our community hospital.

Please join us in making a difference! For more information, call the Foundation Office at 763-4372 or go to BRGeneral.org/Together. For a list of grants, visit BRGeneral.org/Together and click on Internal Grants.

Party Time!Employees are invited to learn more about the 2014 campaign by attending one of our You, Me & BRG parties.

Bluebonnet CafeteriaMonday, May 5: 2–4 p.m. (birthday celebration)Wednesday, May 14: 2–4 p.m.Tuesday, May 20: 2–4 p.m.

Mid City LobbyTuesday, May 6: 2–4 p.m. (birthday celebration)Thursday, May 15: 2–4 p.m.Wednesday, May 21: 2–4 p.m.

Weekend Rounding (both campuses)Saturday, May 17: 10 a.m.–noon

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Dear Team,The most important asset to BRG is you, our employees. This month, be on the lookout for our Employee Engagement survey where you can provide feedback about your work environment, job satisfaction and ideas for improvement. The survey is completely confidential and your feedback will be used to make BRG a better place to work.To everyone working with Paragon, thank you for your continued teamwork and determination as we work to implement our new health

information system. Hospitals across the country are executing similar systems and share the same degrees of challenges and disruptions. But we have already seen significant wins – GHS is now operating from a single database of information. And we have only scratched the surface of Paragon’s technological capabilities. Lastly – I want to thank you for the incredible impact you have made on our patients, their families, our community and each other through

the You, Me & BRG employee giving campaign. The campaign has raised more than $1.1 million over the last five years supporting 112 Employees through the Employee Assistance Fund and supporting 66 projects across multiple departments and areas throughout our hospital. I encourage you to attend the upcoming parties to learn more about this very important program making a difference at our hospital.

Mark Slyter President and CEO

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Relay For LifeSaturday, May 10, 5 p.m.DowntownFee waived for BRG Employees www.relayforlife.org/batonrougela

Walk From obesitySaturday, May 17Call (225) 819-1175 or email Charlotte.Randolph@brgeneral.org

Mark your Calendar!

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Do the Right ThingThink compliance firstSimply put, compliance means “doing the right thing.” And to create a culture in which compliance is automatic or hardwired in all that we do, it’s important to understand the following basic ideas.

Our culture is defined by our organization’s shared values and goals, and is what sets us apart from our peers. Our values are the wide-ranging ideals that help us follow the right course of action. They give us a sense of what is right and wrong. Our compliance program is the set of procedures that ensures regulatory requirements are met. Our value system is the foundation for our organizational policies and procedures, and is communicated through written standards of conduct, often referred to as a Code of Ethics or a Code of Conduct.

Everyone has a part in creating a compliant and ethical culture. All Employees are responsible for reviewing policies and procedures, participating in assigned education, reporting misconduct or illegal activities, and carrying out their job responsibilities in alignment with our corporate values. When we all do our part to “do the right thing,” we are thinking compliance first and that makes us stronger and more effective at every level.

Compliance questions or concerns should be directed to Jennifer Smith, Director, Internal Audit/Compliance Officer, at 237-1588, or reported anonymously through the Compliance Do Right Hotline at 1-866-737-4448.

CORNERComplianceSuper Users

Paragon: Quality Innovation If we want to be the region’s hospital of choice, we must continuously and aggressively innovate. Advancing our hospital’s information technology systems in order to enhance clinical quality, patient safety and revenue was a top priority. Our former health information system was comprised of 12 databases of information. Through the implementation of Paragon, GHS is now operating from a single patient database where clinical and financial information converge.

And we have only scratched the surface of Paragon’s technological capabilities. Updates to the system are being made daily and support is available 24/7. Super Users, noted by their highlighter-yellow polo shirts, are stationed at each campus providing real-time support. The IS team also has the ability to remotely access your workstation to quickly troubleshoot your issue. Call the Help Desk at 381-6440 or extension 6440. And don’t forget about the Paragon page on the Intranet where you can find the latest updates, enhancements, FAQs, standard operating procedures, contact information and more.

Dale Gautreaux is one of the hospital’s many ‘super users,’ who are on call 24/7 to help Employees navigate the Paragon system.

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Hospital Week CelebrationsMay 20 (Bluebonnet - near ER entrance)

May 22 (Mid City - Nursing School parking lot)11 a.m.-1:30 p.m. lunch and live music

6:30-8:30 p.m. evening meals, both campuses

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2014 nurse excellence Banquet Tuesday, May 6, 6 p.m. To purchase tickets, contact Glenda Foretich, ext. 7767 or Robin Ford, ext. 4028

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IN PATIENT ROOMSClean Hands• Upon Entry • Before Exit

Even if GLOVES are worn!

IN ANCILLARY AREASClean Hands

• Before Encounter• After Encounter

Even if GLOVES are worn!

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New Program Serves Veterans, Military, First RespondersDepression, substance abuse and post-traumatic stress disorder (PTSD) are common conditions among those with military and emergency care backgrounds. In fact, symptoms related to these diagnoses are often so severe that they can affect overall health as well as personal relationships, finances and employment.

To help those affected, BRG recently launched a new program for active military service members, veterans and first responders. “People in these professions experience tremendous emotional and psychological stresses in their daily lives,” said Dr. Navin Patel, Behavioral Wellness Medical Director. “With this new program, our goal is to help address their unique needs.”

A ribbon cutting to kick off the Welcome Home Wellness Program is planned for April 30. According to Denise Dugas, Service Line Administrator, Behavioral Health is also planning several future outreach efforts.

Based at the Behavioral Wellness Center at Mid City, the new program is part of BRG’s comprehensive behavioral wellness program, which includes both inpatient and outpatient services. For more information, call 387-7652.

When the hospital’s military wellness program opened recently, Douglas Burket was invaluable to the Behavioral Wellness team. Not for his experience as a senior systems analyst, but as a veteran with a very personal story and a willingness to share it with patients.

Doug joined the military at just 17 years old and spent 12 years in what were known as the Reagan “shadow wars” — conflicts in which American soldiers were sent all over the world (El Salvador, the Philippines, Africa) to train local troops when their countries were threatened by communism. “We were soldiers,” he said. “We saw things no one should ever have to see. We were targets and we had to do what was necessary to survive.”

Although he eventually left the military, raised a family and built a career in information technology, Doug had never really dealt with his past. Instead, he spent years pushing away painful memories and emotions. At age 48, he suddenly began experiencing flashbacks that left him with insomnia, depression, and anxiety. Doug was clearly suffering from PTSD (post-traumatic stress disorder).

Thankfully, he was able to get the help he needed and get his life back on track. And when he heard about the hospital’s new program, he offered to lead a peer support group for patients. “Peer-to-peer support is highly recommended by the Department of Defense,” said Denise Dugas, Service Line Administrator for Behavioral Wellness. “It’s a very important part of the healing process. We are very fortunate to have Doug agree to lead this group. He is in a unique position to help other service-connected individuals because of his own experience.”

“I want to tell others not to do what I did…not to try to numb the pain or lock away your memories, or close yourself off from others,” he said. “Seeking help is so important. It may be painful, but having others around you who really understand…makes it easier.”

In the Spotlight Douglas Burket

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Juliet Catrett, LCSW, BACS, Dr. Navin Patel, and Christy Cook Perry, APRN-BC/PMHNP.

Make Your Voice Heard!The Employee Engagement Survey will kick off on April 21, and will focus on Employee satisfaction, work environment, and ideas for improvement. Delivered by email invitation or by paper copy, the survey is completely confidential and will take only 15 minutes to complete.

Incentives will be awarded to departments that achieve high levels of participation. If you have any questions or concerns, contact Jared LeDoux in Human Resources at 237-1610.

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Radiation Oncology Center Opens in ZacharyBRG and Lane Regional Medical Center hosted a ribbon-cutting ceremony and open house for its recently opened state-of-the-art Radiation Oncology Center in Zachary on March 13. Community and business leaders, government officials and members of the community attended the event. Bringing together the strength of a nationally recognized comprehensive cancer program and cancer treatment experts, the new Center expands life-saving radiation treatment services to the region to offer patients convenient access to expert cancer care closer to home and their families. For information, call (225) 570-1212.

Comments? Story ideas? Email: Lisa.Tramontana@brgeneral.org

Exchange is produced by Baton Rouge General’s Corporate Communications Department

Congratulations to Sadye Batts, MSN, RN, and Carol Tingle, PhD, MSN, RN, who were among the award winners at the 13th Annual Nightingale Awards and Gala, which was held in February. The event is sponsored by the Louisiana Nurses Foundation and the Louisiana State Nurses Association. Sadye was named Registered Nurse of the Year. Carol was named Nursing School Administrator of the Year.

Carol Cappiello, RN, has been named Director of Care Management/Social Services. In her new role, Carol is responsible for daily operations of the Care Management Department, including all social services activities.

Jennifer Smith, CPA, CIA, CFE, CRMA, was recently named Director, Internal Audit/Compliance Officer at BRG. She is a certified public accountant, certified internal auditor, certified fraud examiner, and certified in risk management assurance.

Tim Thibodeaux, RN, has been named Director of Patient Financial Services. In his new role, Tim is responsible for business office processing for Bluebonnet, Mid City and Baton Rouge Rehabilitation Hospital.

SORT Faculty and Students Shine at State EventBRG’s School of Radiologic Technologists earned honors at the recent meeting of

the Louisiana Society of Radiologic Technologists, which was held in Monroe. Student Dia LeBeau won first place in the senior level student bee. Raphael Jones became the new student representative for Southeastern Louisiana University. And SORT faculty members served as continuing education presenters. SORT Program Director Jaclyn Verret Peters, MSRS, ARRT, RT (R), is serving as president-elect of the state organization. Carmen George, RT, MS, is serving as recording secretary.

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Sadye Batts, MSN, RN

Carol Tingle, PhD, MSN, RN

From left, Dr. William Russell, BRG Radiation Oncologist; Mark F. Slyter, BRG President & CEO; Dionne Viator, BRG Vice President and Chief Business Development Officer; Randy Olson, Lane Regional Medical Center President & CEO; Sen. Bodi White, Louisiana State Senate; Dr. Andrew Lauve, BRG Radiation Oncologist; and Zachary Mayor David Amrhein.

At the LSRT Student Bee, BRG student Dia LeBeau won first place.

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Customer Service Tip:

Let’s Face It! Complaints happen…But these mistakes aren’t what define us. It’s how we ACT after the fact that determines our character.

Acknowledge & Apologize• Acknowledge there was a problem or issue, don’t blame it on another team member, and

be sincere with your apology.

Correct the Service• Attempt to correct the complaint ASAP. Call on other team members if necessary to help. • Update the patient and family on repair efforts.• Do not make promises you cannot keep. • If the complaint is impossible to correct, don’t be afraid to tell the patient or family.

Thank• Once resolved, thank the patient or family for bringing the complaint to your attention.• Manage up other team members who helped correct the complaint.• Make sure that all participating team members know there has been a resolution.“ Thank you for bringing this matter to our attention. We always strive to be the best healthcare environment possible and your feedback is important to us.”

For tracking and trending purposes, enter the complaint into QStatim, the incident reporting system, even if it has been resolved.

Congratulations to Brunetta Spears Pinnacle Award WinnerIn the three and a half years she has worked at Baton Rouge General, Brunetta Spears has made quite an impression on her co-workers, on the medical staff, and on the patients and visitors she sees every day. As an EVS technician, Brunetta’s job is to help keep our hospital clean and neat, but she goes far beyond that. She engages with patients and families, letting them see that she genuinely cares about them and is happy to help in any way she can.

She has a gift for connecting with people and offering them her friendship.

Visitors have described Brunetta as a “bright light” who is filled with positive energy and knows how to bring happiness to others.

Brunetta sets an example for all of us to follow. We are so thankful for her hard work and dedication. She is ONE of a kind!

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Above: Brunetta Spears (second from right) is pictured with (from left) Joe Juban, Foundation Board Chairman; Beth Veazey, Foundation President; and Mark Slyter, President and CEO.

Leadership Update

My first few months at Baton Rouge General were spent listening to you, our physicians, the Board, and our community. Your feedback was crucial in developing our strategic plan – Strategy-Structure-People – which I presented during the most recent Employee Forums. Each one of you plays an important role in the success of Baton Rouge General, so it’s important that you know how we plan to continually improve our hospital and its operations. Increasing collaborations and creative alignments with our physicians; aggressively innovating through Information Systems and technology; strengthening Mid City; and enhancing operations define our strategic focal points.

I am excited about updating the organizational structure to fulfill this plan. A dedicated team very thoughtfully matched the right talent with our organization’s needs. Please join me in recognizing the following individuals in their new or enhanced leadership roles:

Stephen Mumford, BS, RN, CNOR, has been named Vice President, Clinical Service Lines. In his new role, Stephen will provide leadership and strategic direction for the business development of key service lines, including Cardiovascular, Oncology, Women’s and Children’s and Perioperative Services. In addition, he will oversee the Cath Lab, Special Procedures and Radiology.

Jennifer Slay, BSN, CNOR, has been promoted to Director, Perioperative Services. Since joining Baton Rouge General in 1989, Jennifer has successfully served in multiple leadership roles in the Emergency Department, Operating Rooms, PACU, SDS, Endoscopy, PAE and most recently as Associate Director of Perioperative Services. She will focus on enhancing the service, safety and efficiencies of our perioperative settings.

Diane Bourgeois, LMSW, MPA, MBA, has been named Administrative Director of Physician Relations. Since joining our organization in 2004, Diane has served in Service Excellence, Physician Outreach, and Business Development leadership positions.

Darcy Stafford, RN, MBB, has been promoted to Director of Work Excellence. A member of Baton Rouge General’s Work Excellence team since September 2012, she has served as Performance Improvement leader and was instrumental in the planning and design of our new health information system as well as its recent launch.

Dionne Viator, Vice President and Chief Network and Strategy Officer, will continue her focus on building strategic plans, creating alignments and developing our network and managed care contracts. She will oversee Marketing/Corporate Communications and Facilities Management.

George Bell has been appointed to the role of Administrator - Mid City, and will concentrate on cultivating key community and operational relationships to increase support and advocacy. He will also work closely with the Mid City Redevelopment Alliance and will continue to oversee Pastoral Care, including Arts in Medicine.

Please know that I am committed to continuous, open communication with you - it is important that you feel confident and empowered by learning our strategies and the “why” behind our structure and the talents/roles for fulfilling these strategic needs.

Please join me in welcoming our team members in their new roles!

As always, thank you for making a difference at Baton Rouge General.

Mark SlyterPresident and Chief Executive OfficerBaton Rouge General Medical Center