MEDICAL MISSIONS TO HAITI

HIGH TECH TO HIGH TOUCH

Undercover boss

A publication about the team that cares for our patients.

September 2018

OUR VOICE EDITORIAL BOARD EDITOR-IN-CHIEF Lisa McCluskey, MBA MANAGING EDITOR Sonia Moss CONTRIBUTORS Vickie Cox, MBA, PHR John Steele, MSM, PHR, SHRM-CP

TA B L E O F

contents

3 IT’S GOING TO BE EPIC!

4 MEDICAL MISSIONS TO HAITI

5 A CAREER INSPIRED BY A CANCER JOURNEY

6 GOING UNDERCOVER

10 CHI MEMORIAL UPDATE

1 1 HIGH TECH TO HIGH TOUCH

12 MAXIMIZE YOUR BENEFITS: EMPLOYEE ASSISTANCE PROGRAM

ON THE COVER Rady Neak, histotechnologist at

CHI Memorial, at the bamboo garden at Reflection Riding Arboretum & Nature Center

How are you serving

CHI Memorial’s mission?

Do you have a colleague

who inspires you?

We want to share our team’s story and how they lead, every day, as examples of compassion and

strength. Please email information to marketing@memorial.org for an opportunity

to be featured in Our Voice.

Stay connected! Check out the

gathering places for the latest

information on CHI Memorial.

Follow us on Twitter @CHI_Memorial

Like us at Facebook.com/CHIMemorial

Health tips, information on new procedures, physician interviews and more —it’s all here at

YouTube.com/MemorialChattanooga!

MISSIONThe Mission of Catholic Health Initiatives is to nurture the

healing ministry of the Church, supported by education and research. Fidelity to the Gospel urges us to emphasize human dignity and social justice as we create healthier communities.

CORE VALUESReverence, Integrity, Compassion, Excellence

2 CHI Memorial | Memorial.org

CHI MEMORIAL’S EPIC implementation is in full swing! The steering committee is working diligently to provide oversight, making key strategic decisions and ensuring the new electronic health record system is delivered on-time and on-budget.

“We’re leaning heavily on local advisory groups that are providing expertise and recommendations around key operational and functional areas and workflow review for the Epic program,” says Janelle Reilly, president and COO, CHI Memorial. “Provider, clinical, revenue cycle, and technical advisory groups are researching and providing direction on integrated design decisions, educating leadership about other initiatives impacted by Epic, serving as primary contact for workflows, and developing strategies for end-user training and readiness.”

Workflow walk-throughs held in July provided an opportunity for operational leaders to understand the amount of change that will occur to support Epic’s functionality and to begin educating end users on the future state of operations—including policy, procedure, role, and charge capture changes.

“In recent workflow demonstrations, team members focused on reviewing the existing CHI Epic Southern platform workflow. This allowed operational leaders and staff to take ownership of operational decisions related to the Epic implementation,” says LouAnn Wittman, clinical informatics administrator, CHI Memorial. “We’re in the process of developing an action plan for service areas and unit managers to bring their departments through the change prior to go-live training. These sessions were also designed to identify where workflow modifications may not be sufficient and potential build modifications may need to be considered.”

Decisions have been made for service area and facility organizational structure, including completing department profiles. The technical build of the platform is scheduled for August through October, and testing is set for November through January 2019. The training and “mock” go-live events will prepare the system for the intended go-live date of April 6, 2019.

HARD WORK THAT MATTERS Although the transition to an electronic medical record system is inherently challenging, it’s ultimately what we must do and should do to improve the quality and coordination of patient care.

“Regardless of where patients interact with us—whether in our clinics or in the hospital, or when they need an outpatient test—they will have a uniform medical record that follows them wherever they go,” says Marijka Grey, M.D., president, CHI Memorial Medical Group. “’One patient with one record will simplify our system and elevate the care we provide every day.”

EPIC!

“Nearly 150 local team members are actively

involved as subject matter experts,

core owners, or informatics

leaders on the Epic implementation. The success of this project depends on the participation

and support of the entire team.”

JANELLE REILLY, COO

It ’s Going to be

OURVOICE | September 2018 3

Calling doctors and nurses!

SINCE CHRISTINA PARKHURST, M.D., was a young girl, her family has been deeply connected to missions in Haiti. After “bugging” her mom for several years, she was finally allowed to go on her first mission trip. She fell in love with the people of Haiti from the very first trip and has continued to care for them throughout college, medical school, and into her career as a general surgeon.

Passion & Purpose: MEDICAL MISSIONS TO HAITI

“Our early trips heavily focused on medical instruction— like general hygiene and sexual education. The work expanded as we saw the growing medical needs, and the medical missions team now sees 1,500 to 2,000 people a week,” Dr. Parkhurst says. “The mission team helps identify the individuals who need surgery so that the surgical team can come in and get right to work.”

On the surgical trips, the team from International Allied Missions (IAM) Haiti sets up two operating rooms and performs surgeries around the clock for four days. Nurses, scrub techs, and four or five general surgeons work together to perform 45 to 60 surgeries on people who would otherwise have no hope for their condition.

The members of IAM Haiti have big dreams. They are in the process of securing land where they plan to build their own freestanding hospital. This will allow the medical and surgical teams to see more people and provide additional services instead of spending part of each trip setting up and breaking down their clinic and operating rooms. Dr. Parkhurst is excited about this development and what it will mean for the organization’s ability to provide high-quality care for the long term.

“The people we care for have no hope for so many health issues like high blood pressure, cholesterol, kidney disease, and the most common surgical needs. Many will die without medical or surgical intervention,” Dr. Parkhurst says. “This work has given me purpose. I’m so blessed to have a job where I have the money and skills to support this important organization. It’s a blessing to me to help the Haitian people.”

FUN FACT:

<1 year // General Surgeon CHI Memorial Laparoscopic

and General Surgery – Hixson

PARKHURST, M.D.

Dr. Parkhurst is a woodworker who can build just about

anything. She recently built a chicken coop for her backyard!

Christina

International Allied Missions (IAM) Haiti—an organization whose mission is to facilitate gospel-centric partnerships and sustainable medical services for the least reached in Haiti—is looking for volunteers!

You can use your skills to make a radical difference in the lives of Haitian people. If you’re interested in finding a way to serve others, a medical or surgical mission trip might be for you.

Even if you don’t have medical training, IAM Haiti also needs nonmedical volunteers for its support team. Learn more about how you can get involved or donate by visiting iamhaiti.org.

4 CHI Memorial | Memorial.org

WHEN EMILY SIMMONS PEMBERTON was just two years old, her mom was diagnosed with breast cancer. As a young girl, it wasn’t uncommon for Emily to go with her mom to medical appointments and to her routine mammograms.

She knew from a very early age that she wanted to become a mammographer and help care for other women the way her mom had been cared for at the MaryEllen Locher Breast Center.

“I’ve always known my mom as someone who has survived and thrived after breast cancer. She is the most determined person I’ve ever met,” Emily says. “I graduated from Chattanooga State’s Radiologic Technology program before becoming a mammographer at the MaryEllen Locher Breast Center. I couldn’t see myself doing anything else in light of what my family has been through.”

BREAST CANCER CONNECTION Unfortunately, Emily’s experience with breast cancer wasn’t only limited to her mom. Two other important women in her life have faced breast cancer diagnoses—her mother-in-law and her mom’s best friend, Emily’s godmother, who died from the disease. But because of these personal experiences, Emily has a different perspective on her work and a deeper understanding of the fear some women face during a mammogram or after a diagnosis.

“I know it’s not fun to have a mammogram, but I try to be a cheerful face and make things as easy as I can. Even though anxiety is sometimes involved, I attempt to connect with each woman and let her know that advocating for her is my first and most important responsibility,” Emily says. “I have a passion for women’s health, and I work every day to give my patients the kind of care I would want my mom to receive.”

A CAREER INSPIRED BY A CANCER JOURNEY

The MaryEllen Locher Foundation awards scholarships each year to children of breast cancer patients, survivors, those currently in treatment or deceased, and those who live within a 50-mile radius of Chattanooga. In the past 16 years, they’ve granted 475 scholarships totaling $792,000. Students are selected based on eligibility and personal essays, in addition to community service, grades, and financial needs.

“I was a recipient of the MaryEllen Locher Foundation Scholarship, and it helped me go to college to pursue my dreams,” Emily says. “By volunteering and working with the Foundation, I’ve learned the value of connection and that breast cancer doesn’t affect just one person—it impacts the whole family.”

The MaryEllen Locher Foundation is an independent nonprofit made up of family members, friends, and supporters of MaryEllen Locher. It is not connected to the CHI Memorial Foundation. To learn more, visit melfoundation.org/scholarships.

Emily Simmons Pemberton and her mom, Mary Simmons

FUN FACT:

Emily loves to shop, volunteer, and travel. She has a miniature

poodle, Coco. She and her husband recently went on their first trip to Playa del Carmen, Mexico, and can’t wait to go on

their next adventure!

EmilySIMMONS

PEMBERTON

<1 year // Mammography Technologist

MaryEllen Locher Breast Center

OURVOICE | September 2018 5

GOING

“This all started because I wanted to find some unique ways to interact with and understand our workforce better and to develop a deeper connection,” says Janelle Reilly, president and COO, CHI Memorial. “Little did I know that this experience would be one of the most inspiring and satisfying of my administrative career.”

Janelle reached out to Human Resource leaders Jean Brown and Autumn Bhushan, who presented several ideas, including an incognito shadowing of unsuspecting employees. She was worried about being recognized inside the hospital but was ultimately convinced with the professional disguise created by makeup and hair artists. “Everyone was being extremely polite, or they truly didn’t recognize me,” laughs Janelle.

She posed as Molly, a consultant who was seeking advice from unknowing employees, with the goal of learning more about their backgrounds and recognizing them for the high-quality work they do every day. In the short amount of time she spent with each person, Janelle was deeply affected by their stories of perseverance, triumph over adversity, compassion, and simple dedication to the job at hand.

“Rady’s life story was amazing—his co-workers really value him as a leader and his approach to life. Seeing Stephanie overcome great challenges and disappointments was inspiring, and the Dumans’ passion for missions moved me,” Janelle says. “There was something special about each individual and finding that deeper connection really touched my heart.”

Under

Cover

CHI Memorial’s Chief Operating Officer recently shadowed

associates deserving of recognition. Watch the reveals on Mnet.

6 CHI Memorial | Memorial.org

RADY NEAKRady Neak, histotechnologist at CHI Memorial, could never have imagined he would land in Chattanooga, Tennessee, after escaping from Cambodia at a very young age. His mother had the courage to give him a backpack and send him away to save his life. He left his family and friends, fleeing the genocide his country was experiencing.

“I was able to impersonate a friend’s brother and somehow escaped to Seattle with the clothes on my back,” Rady says. “I did well in school and earned my way to the University of Massachusetts, where I reconnected with a childhood friend who also escaped Cambodia. That friend later became my wife, and she didn’t want to live in Boston, so we made our way here. My first job was at CHI Memorial.”

For the last 20 years, he and his wife have raised their two children and made Chattanooga their home. Rady is quick to point out that his job in pathology provides many opportunities to learn new things. It’s the openness and willingness to continuously learn that has made a lasting impact on his co-workers. Rady has two guiding principles that he’s been known to share again and again:

• Your teacher is the person walking beside you. Learn from each other.

• The more you learn, the less you know.

“Your co-workers call you the professor, and for good reason. You’ve had some very challenging life experiences and are a self-taught philosopher—studying Buddhism, Taoism, Confucianism, and Christianity,” Janelle says. “You impressed me with how you approach your work. I was so interested to hear you talk about creating works of art on tiny slides and customizing each one to a physician’s particular needs. The connection you’ve made between your work and patient care is profound.”

“I am proud to be an American, and this job has given me the opportunity for endless knowledge. I feel really honored to be here,” Rady says. “Even though I don’t see the faces of my patients, I’m still connected to them. With every slide, I know I’m part of the excellent care they receive at CHI Memorial.”

In light of the exceptional work and inspiration he provides to co-workers through his life experiences and philosophy, CHI Memorial is sending Rady and his family on a trip to Cambodia as a way to say thank you.

STEPHANIE GENOE One of CHI Memorial’s core values is excellence. This is what Stephanie Genoe’s co-workers think about how she does her job every day. Stephanie, a histotechnologist in the pathology department, is known for the quality and care she puts into customizing slides that enable pathologists to make key diagnoses for patients. Although Stephanie has experienced several personal losses in recent years, she’s always kept a positive attitude. That’s why CHI Memorial awarded Stephanie with a gift certificate to help with the cost of a pet adoption.

“Your co-workers recognized you as a superstar,” Janelle says. “You’re friendly, open, and treat your work as more than a job—it’s a passion and a calling. Thank you, Stephanie, for all you do!”

OURVOICE | September 2018 7

ELIZABETH DUMAN, RN & JONATHON DUMAN, RN Elizabeth and Jonathon share a passion for nursing and are deeply connected with each other through their faith and the calling they have to care for others. They both work in CHI Memorial’s emergency department (ED), serving patients and helping them through crisis situations.

“What I love most about the ED is the fast pace and changing clinical scenarios,” Elizabeth says. When asked why she became a nurse, Elizabeth answers without hesitation, “Because that’s how I intend to help people.”

When they’re not at work, Elizabeth and Jonathon have made missions a priority in their lives. They’ve been on multiple mission trips, including to Peru, Haiti, and a Navajo Nation reservation. But it was during a church outing to Fall Creek Falls that the skills they had sharpened in the ED helped save a life.

“I noticed an old car stopped on the road, and there was bike that I thought had been hit by a car. As I came closer, I found a man who was gray and not breathing. I pulled the bike off of him and started CPR,” Jonathon says. “Elizabeth came about that time, and we did CPR for about 10 minutes. Park rangers followed shortly with an AED, and I shocked him to get his heart back in rhythm. He started to breathe again and thankfully recovered after spending a few days in the hospital.”

In Janelle’s time with Elizabeth and Jonathon, she was impressed with the high quality of care they provide and selfless attitude they show toward their patients.

“CHI Memorial is in the top one percent of all hospitals in the country and one of the best hospitals for patient care. And we are, in part, due to your achievements and because of others like you,” Janelle says. “You do amazing work as nurses. We wanted to say thank you and show appreciation for all you do.”

To say thank you to Jonathon and Elizabeth, CHI Memorial presented them with a gift certificate for supplies or travel expenses related to their next mission trip. Thank you for your sacrificial service to others!

8 CHI Memorial | Memorial.org

ADARRIUS MASON Adarrius Mason is the kind of person who always puts others first. His college career was put on hold when he needed to come home and take care of his oldest daughter. He continued to pursue his education and is now just three classes away from his bachelor’s degree! He’s a busy father of three with a daughter heading off to college soon, a 5-year-old, and a 3-month-old.

In his 13 years of working in supply chain management, Adarrius has earned the respect of his co-workers, employees, and customers. As he walks through the halls and visits the different areas of the hospital—surgery, endoscopy, patient care floors—everyone knows his name.

“The people I’ve met here—from administration on down through the ranks— are so kind and friendly,” says Adarrius. “CHI Memorial is a place where you can do your work, but also enjoy what you do.”

Because of Adarrius’ service to others, CHI Memorial gifted him a trip to see the New England Patriots (his favorite team!) play the Tennessee Titans. Thank you, Adarrius, for all of your hard work!

LAURI HOLDEN, RN “From the first moments I met you, I could tell you were a high-caliber nurse—competent, proficient and very confident,” Janelle says. “With every interaction with patients and employees, you offered assurance, support, coaching, and mentoring. In many situations, you could calm their fears and anxieties.”

Even though Lauri excels in her job, she’s only been in the role of charge nurse for six months and a nurse for seven years. Nursing is a second career that she pursued several years after her son was diagnosed with a brain tumor. Although it was challenging, she felt called to nursing as a ministry to others.

“Never be afraid to go back and try something new. It was harder than I thought it would be, but it was absolutely worth it,” Lauri says. “When I was a new nurse, I had a lot of good mentors who guided and helped me and answered my questions. I want to be that person for someone else.”

In honor of Lauri’s dedication and hard work both at home and on the job, CHI Memorial awarded her with a weekend away and tickets to the Grand Ole Opry. Thank you, Lauri, for serving your family, patients, and team members so well!

OURVOICE | September 2018 9

CHI MEMORIAL HOSPITAL GEORGIA is improving processes and adding services to better serve the people of north Georgia.

When CHI Memorial purchased what is now CHI Memorial Hospital Georgia and CHI Memorial-Parkway in December of 2017, leaders had big plans for the improvements and additional services that could be brought back on line for the growing north Georgia area. This year of hard work has proved highly successful and resulted in many updates to services, facilities, and improved access to high-quality care.

“It’s exciting to see all the changes happening in our hospital and in such a short time frame,” says Angie Hullander, administrator and special operations

leader, CHI Memorial Hospital Georgia. “With the completion of the second floor renovation and bringing the number of beds from 19 to 36, our inpatient daily census has more than doubled. We’ve

also seen tremendous growth in our ED volumes. Now we’re turning our attention to improving general surgery capabilities.”

OTHER IMPROVEMENTS INCLUDE: • Enhanced Operating Room –

A $1 million renovation of the operating space is making way for consistent general surgery capabilities along with gastrointestinal procedures. Future plans include adding orthopedics and other surgical specialties.

• Emergency Department Fast Track – Fast Track provides emergency level care for patients with minor illnesses and injuries. The program evaluates and treats patients with minor problems more efficiently. Fast Track is open daily from 10 a.m. to 10 p.m.

• Improved Cardiac Care – Nuclear medicine capabilities and stress echocardiography are now available.

• Faster Transfers – CHI Memorial Hospital Georgia now has a dedicated ambulance, decreasing the transfer time for patients with cardiac issues or who need a higher level of care at CHI Memorial Hospital Chattanooga.

• New Chapel – Construction is complete, and plans for the blessing ceremony are underway.

• Parkway Improvements – CHI Memorial’s Rees Skillern Cancer Institute will have a new location in the Parkway, offering comprehensive cancer services. Equipment and facilities upgrades should be completed by early fall.

MAKING A DIFFERENCE Angie believes one reason this partnership has been so successful is because of how CHI Memorial’s mission and values closely mirror the previous hospital’s approach to providing care for all people—regardless of their ability to pay.

“CHI Memorial’s investment in our employees and this facility has made all the difference to this hospital and the entire community. Working with the CHI Memorial team—which we are now proudly part of—has been a phenomenal experience,” Angie says. “Everyone I’ve encountered has put their boots on and gone to work. Together we’ve stabilized health care for our neighbors, and I’m excited to see the continuous improvements planned for the months and years ahead.”

Progress Update

ANGIE HULLANDER

10 CHI Memorial | Memorial.org

DURING COLLEGE, Mark Barr had a difficult time deciding what to do in his career. He hadn’t declared a major, so he decided to take a few career assessment surveys to hopefully provide some much-needed guidance. But the results were split 50/50— computer science or nursing.

“I had an interest in computers, but I also thought hard about becoming a nurse. After working a few years, I ultimately decided to go with computer science and earned my degree from The University of Tennessee at Chattanooga,” Mark says. “I had a 20-year career as a computer systems engineer/analyst with Electronic Data Systems, but the passion for caring for others never left me.”

After his kids were grown, Mark decided it was time to fulfill the other need in his life. He worked full time while going to nursing school, which took him three years to complete. Mark’s wife, Debra, a registered nurse who also works at CHI Memorial in the GI lab, and his kids were very supportive as he pursued his unfulfilled passion.

“My wife really encouraged me as I made my way through school; she had a wealth of hands-on experience as a nurse for 40 years—it’s definitely something you can’t replace,” Mark says. “But it was during my time in the RN Residency Program where I found the place I fit in and could make a difference. It doesn’t happen every day, but it’s so rewarding when you can help take care of someone and see their improvement right before your eyes. It’s the thing I love most about nursing.”

“It doesn’t happen every day, but it’s so rewarding when you can help take care of someone and see their improvement right before

your eyes. It’s the thing I love most about nursing.”

MARK BARR, RN

CAREER SWITCH:HIGH TECH

TO HIGH TOUCH

FUN FACT:

2 years // RN 7 North

Mark loves the outdoors, especially boating. People are often surprised to hear that

he’s a big NASCAR fan.

GIVING BACKBecause of the positive experience Mark had with CHI Memorial’s RN Residency Program, he gives back by participating in the process—whether that’s through the initial program kickoff, the race day that teaches new graduates teamwork and other important skills, or the much-anticipated match day where novice nurses are “matched” with specific nursing areas.

“Everyone is so excited on match day. Helping nurses find their area of interest is good for everyone involved—nurses have learned some things about the environment and the people they’ll be working with, and nursing leaders have identified those who they believe are a good fit,” Mark says. “The program ensures we all have the same base level of knowledge and an orientation to many areas of the hospital. I believe this advanced preparation translates to providing the highest level of care to the people we serve.”

BARR

mark

OURVOICE | September 2018 11

NONPROFIT ORG.U.S. POSTAGE

PAIDCHATTANOOGA, TN PERMIT NO. 256

Memorial Hospital2525 deSales AveChattanooga, TN 37404

Life can be hard. And even though family and friends can offer a shoulder to cry on, talking with a mental health professional may be a more effective way to find solutions to your challenges.

A Helping HandBecause we care about you, all employees and their immediate family members are eligible to receive free confidential counseling through our Employee Assistance Program. Life’s troubles can occur anytime, but the Employee Assistance Program can put you in touch with a licensed counselor whenever it’s needed, day or night, seven days a week.

Counselors can help you find solutions to any number of life’s challenges, including:

• Marriage and family problems

• Work-related difficulties

• Will preparation

• Financial and debt troubles

• Substance abuse and addiction

• Bereavement and other losses

• Crisis intervention and suicide prevention

• Elder care

• Domestic violence

• Stress, anxiety, depression, and other mental health conditions

• Legal assistance

Confidentiality and CoverageOur Employee Assistance Program is administered by Beacon Health Options—an independent provider whose caring, licensed counselors are obligated to maintain client privacy—so you can rest assured that anything you share with a counselor will not be shared with anyone at CHI. It also will not be referenced or included in your employee record and cannot be used against you in terms of eligibility for medical coverage, or any other benefits or performance reviews.

The program provides up to five in-person counseling sessions for each incident at no charge. Per issue means that you could use five counseling sessions to help you deal with work stress, while your child may have a separate authorization of five sessions with a counselor specialized in working with children.

To speak with a licensed counselor, call Beacon Health Options at (877) 679-3819. You can also visit HR/Payroll Connection and search “Employee Assistance Program” or visit achievesolutions.net/chi where you can find services, assessments, articles, and other resources.

Maximize Your Benefits: EMPLOYEE ASSISTANCE PROGRAM