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A Letter to the Staff of the University of Maryland Medical Center
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A L e t t e r t o t h e S t a f f o f t h e U n i v e r s i t y o f M a r y l a n d M e d i c a l C e n t e r
AS WE MOVE INTO FALL, I WANT TO
TAKE A MOMENT TO THANK YOU
for your commitment, care and expertise that
helped lead the University of Maryland Medical
Center through the last year. Fiscal year 2012
(July 2011–June 2012) was especially challenging
as we continue to adjust to rapid changes in the
health care environment.
Despite significant challenges affecting all Maryland
hospitals, we were able to meet or exceed our goals
for patient satisfaction and service, safety and quality,
growth in overall patient volumes, and financial
performance. This was only made possible through
your continued teamwork and partnership with
Medical Center leadership, and with each other.
Your work continues to be recognized both locally
and nationally. For the sixth year in a row, UMMC
was named one of the Top Hospitals by the Leapfrog
group — one of only two hospitals in the nation
to be on the list six years in a row. Your deep
commitment to patient safety and quality raised our
status in nine major clinical specialties in U.S. News
& World Report’s annual ranking of hospitals.
As a thank you for all your hard work, in June
we were once again pleased to provide a $500
‘Teamwork Award’ for all UMMC employees,
pro-rated based on hours worked. This is one way we
can thank you for the efforts you make day in and
day out for our patients.
DEAR COLLEAGUE:
fo r you r commi tment , ca re and exper t i se
Thank You
Continued on back page
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Three-way living-donor kidney transplant
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The world’s first full face transplant<<<<
Greenebaum Compassion Award: Thanking staff for providing compassion, hope and dignity
The world’s The world’s first full face first full face transplanttransplant<<<<<<<<<<<<Most number of units ever collected in
UMMC blood drives
Great Stories: Honoring staff who exceed expectations
Employee Advisory Council: Staff’s pipeline to leadership
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ACHIEVEMENTS IN 2012
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As an organization, we continue to benefit from a high degree of staff
participation in running our hospital, and our Employee Opinion Survey
scores indicate a high level of overall satisfaction. Through staff feedback, we
continue to learn where we need to focus our attention for improvements, and
many front-line staff members have been very actively involved in designing
improvements through our performance innovation work.
From the survey, the C2X Employee Communication Forums, various staff
councils, and other opportunities to make direct connection with staff, we learn
of your concerns and take action wherever possible. At the forums this past
April, for instance, I was pleased to announce that we will be implementing
a more equal payment system for parking in the many garages that we use,
offering equal subsidies to all parkers regardless of your job classification.
We also had many employees actively involved in security improvements and
have made many enhancements over the past two years, including increased
Security staff training, additional security cameras, and a hospital-wide
emergency text messaging system.
This summer, we started to move into the lower floors of the new Shock
Trauma Critical Care Tower, our largest construction project in a decade. Work
continues on the upper floors, and we will phase in our occupancy over the
next year. We expect to be hiring additional staff for the new areas beginning in
February 2013. The building will be fully occupied by the fall of 2013.
For the fiscal year that just started in July, hospitals will be receiving less
reimbursement for the services that we provide than at any time in the last five
years. At the same time, the patients we are treating are sicker, suffering with
more complex conditions. Not an easy combination of factors to manage, but I
can’t imagine leading a better team than ours to head into this environment.
I am honored to have this opportunity to thank you for the last year, and to
look forward to working with you this year.
fo r y o u r commi tment , ca re and exper t i s e
fo r you r commi tment , ca re and exper t i se
Thank You Continued from front page
JEFFREY A. RIVESTPresident & Chief Executive Officer
>>>> AND NOW A WORD FROM OUR PATIENTS
“We would like to commend the entire
staff of the Intensive Care Neurology
Unit at UMMC for the excellent care they
gave our daughter … The respect,
professionalism and true concern the
entire staff gave to her and our family
was incredible.”
“It’s easy to see why you are an award-
winning hospital. You have exceeded
expectations for me and all of my family.
I still cannot believe the level of service
we got while there. We were treated as
if we were royalty.”
“My wife and companion for almost 37
years was admitted to Shock Trauma.
We have never seen such empathy and
compassion from any other medical
professionals. Her loss was sudden and
horrible; we believe you cared enough
that you lost her too.”
ACHIEVEMENTS IN 2012
THANKS TO YOUR FOCUSED WORK, UMMC MET OR EXCEEDED OUR TEAM GOALS IN THESE KEY AREAS:
>>>> Patient Satisfaction and Service
>>>> Patient Safety and Quality
>>>> Patient Access and Growth in Overall Patient Volumes
>>>> Financial Performance
Enthusiastic turnout at Service Awards Gala
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New guidelines for visitors successfully implemented
Highest attendance ever at C2X Forums
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