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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