WAKEMED’S NEW NEONATAL INTENSIVE CARE UNIT OPENS!WakeMed physicians, nurses, board members and several NICU 'graduates' cut theribbon on WakeMed’s newly-expanded Neonatal Intensive Care Unit (NICU), whichopened to patients this month. The new NICU has 27 private rooms – bringing ourNICU bed total to 48 – and introduces single room care, a significantly differentenvironment than WakeMed has had in the past. Many thanks to the ‘alumni’parents, nurses and physicians who were involved in the planning process – withyour help we have created a beautiful, warm environment that will best meet theneeds of our tiniest patients.

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rgIn March, we will celebrate our 2014 Service Award recipients, employees who have achievedfive, 10, 15, 20, 25, 30, 35, 40, 45 and 50 years of service to our organization! We look forwardto recognizing these employees for their commitment, dedication and outstanding service.

Coming Next Issue!

WakeMed Service Awards

NEWS FOR EMPLOYEES AND FRIENDS OF WAKEMED FEBRUARY 2014

WakeMed, Wake County EMS and SAS InstituteConduct Collaborative Research ProjectFindings Suggest Prolonged CPR May Not Impair Brain Function

When a person’s heart stops, CPR can be the best chance of starting it back up. Inthe past several years, improved resuscitation techniques have significantlyimproved the cardiac arrest survival rate. Here in Wake County, this number hastripled in the past 10 years. However, with better results come more questions.For example, how long should first responders and EMS professionals continueCPR and other resuscitative techniques before considering them ineffective? Evenless is known about how extended cardiac arrest affects a survivor’s neurologicfunction – if prolonged CPR successfully brings a patient back, what state willtheir brain be in?

WakeMed Clinical Research Unit team members Valerie De Maio, MD, MSc,director, and Jeff Williams, MD, MPH, associate director of research, recentlypartnered with Wake County EMS and SAS Institute to conduct a researchproject to answer two questions:

• How is survival affected by extended CPR?

• Does extended CPR have any negative effects on brain function?

The team, which also included Michael Bachman, Brent Myers, MD, MPH, andJoseph Zalkin of Wake County EMS, along with Kathy Hart from SAS Institute,looked at data from 2,905 out-of-hospital cardiac arrests, including 362 cardiacarrest survivors, to see how the duration of resuscitation affects survival rates andbrain function. The results were very encouraging: as expected, the chance forsurvival declines the longer CPR progresses, however, survivors seem to have asimilar chance for preserved brain function (about 80 percent) no matter whenthey are resuscitated. “We found that people can survive neurologically intact alot longer than previous guidelines suggest,” said Dr. Williams, who is alsodeputy medical director for Wake County EMS.

“We are fortunate here in Wake County to have the infrastructure in place to trackthis information and do this type of analysis. We now know that even if you areadministering CPR for 30 or 40 minutes, that time is not going to negativelyimpact the patient’s brain function,” said Dr. De Maio.

The team is now working on spreading the word about these findings. Theresearch was presented recently at the 2014 National Association of EMSPhysicians conference and received recognition for being the best posterpresented by an EMS professional. Congratulations to the team on this honor!

Cary Hospital Makes Great Strides for Orthopaedic PatientsIn an effort to meet growing demand for orthopaedic services, a multidisciplinary teamhas been working to reignite the joint replacement program at Cary Hospital. The team,which includes representation from the medical staff, nursing, physical therapy, operativeservices, pharmacy, home health, case management, administration and others, wastasked with increasing patient and physician satisfaction, improving care delivery, andproviding consistency for clinical staff. Some of their successful initiatives include:

• Introducing a pre-operative joint class for knee and hip replacement patients and theircaregivers to provide education about their hospital stay and care after discharge.

• Re-educating staff to improve their knowledge and skills in caring for orthopaedic andspine surgery patients, with a focus on early ambulation.

• Designating a nurse to focus on this patient population by teaching classes, roundingwith physicians and promoting continuity of care.

• Standardizing pre- and post-operative order sets.

• Engaging hospitalists to co-manage joint replacement patients and ensure that allmedical needs are met during their hospital stay.

• Identifying some operative services staff members as part of the orthopaedic/spine teamto increase consistency in the OR.

• Partnering with physical therapy to meet the goal of getting all patients out of bed theafternoon of surgery.

Thanks to these initiatives and others, post-surgical length of stay for joint replacementpatients was reduced to an average of 3.2 in 2013. This year, the team will continue theseefforts, along with a focus on pain management and blood administration protocol whileworking to reduce the average length of stay to 2.9 days.

“The collaboration between hospital staff and orthopaedic surgeons has led to fast andtimely results. In addition to improving care delivery, we have rebuilt relationships withour community surgeons by engaging them in our process changes, which will lead toeven better outcomes for our patients,” said David Coulter, senior vice president andadministrator, Cary Hospital.

Most recently, Cary Hospital designated 10 beds on 3 West Medical/Surgical fororthopaedic patients. Patients will now benefit from consistent staff and streamlinedaccess to support services, while physicians will be happy to have their patients in closeproximity to provide even more efficient care. “With this designation, staff will have easyaccess to standardized equipment needed to care for orthopaedic patients,” said AngelaNewman, interim director (Women’s Services, 3 West & MDTU). “We want Cary Hospitalto achieve orthopaedic center of excellence status, and bed designation is one of the stepstoward achieving this goal.”

As a result of these efforts, Cary Hospital has seen steady increase in orthopaedic volumesince team convened. “We are definitely headed in the right direction and making greatstrides in providing orthopaedic services for the community we serve,” said Coulter.

now boarding

BOARDING PASS

EXCELLENCE & INNOVATION

Our Magnet documentation

is due Oct. 1, 2014

Thank you for participating in theMagnet Survey, which is part of theOrganizational Scorecard for this year.Your feedback is important. Ask yourMagnet Champion for moreinformation about our Magnet Journey!

COUNTDOWN TO MAGNET

8 MONTHS

Reminder: Mandatory Compliance Training for All Employees Due March 19All employees are required to complete mandatory compliance education as a result of WakeMed’s Corporate Integrity Agreement with the federal government. The education modules are now available viaLearning Link and must be completed by Wednesday, March 19. Failure tocomplete the modules by the deadline will result in a level 3 disciplinary action and/or a three-day suspension without pay. Employees who do not complete the training by the end of those three days will be discharged. For more information, see the WakeMedWeb. Thank you for your cooperation.

O N C O M P L I A N C E

Anthony Newkirk, manager, (Employee Relations &Diversity) successfully defended his doctoral dissertation,“Lessons of Experience: An Examination of the OpportunityStructure for Developing Senior Health Care Leaders,” andreceived a PhD in leadership studies from NC A&TUniversity in December 2013.

Shawn Hamlet (Food & Nutrition Services) received hisGED in January 2014.

Rossamma Varghese, RN, (6B Orthopaedics & Oncology)received her bachelor’s degree in nursing (BSN).

Andy Edwards (Case Management) earned a BSN fromWinston-Salem State University.

Carla Cozart, RN, (6B Orthopaedics & Oncology) obtainedorthopaedic nurse certification.

Michelle Stroup, RN; Tish Lory, RN; Fran Castaner, RN; CJWorden, RN; Damita Onuorah, RN; Scott Taylor, RN; EricaAmodeo, RN; Sarah Abbott, RN; Elizabeth Kyangenyenka,RN; and Lori Metzner, RN, (all of 6B Orthopaedics &Oncology) obtained Chemotherapy Certification from theOncology Nursing Society.

Jung Jeter, RN, (2 West CVIC) received cardiac-vascularnurse certification.

Kelly Thompson-Brazill, MSN, ACNP, RN, (Heart &Vascular Mid-Level Program), was inducted as a Fellow ofthe American College of Critical Care Medicine.

Matthew Evans (Accounting) was promoted to FinancialSpecialist, Sr. in Corporate Accounting.

Lourdes Ruiz-Varas, RN, and Wendy Anderson, RN (bothof the Heart Failure Program) and Marian Uy, RN,(Structural Heart Program) received certified heart failurenurse (CHFN) accreditation.

Colleen Sopp, RN, (NICU) received international board-certified lactation consultant (IBCLC) certification.

Infection Prevention and Environmental Servicescongratulates the following Environmental Servicesemployees who achieved their first 100 percent roomcleaning audit score during third quarter. Thank you foryour careful attention to cleaning of high touch objects: BillBahar, Nancy Holder, Alexandra Pineda, Remonia Rogersand Sebastiana Serrano.

Comings & Goings Food & Nutrition Services – Cary Hospital sends warmwishes for a happy retirement to Lise Zublena as she leavesher role as director after 14 years of service to WakeMed.

Kay Johnson retired on Jan. 7 after more than 31 years ofservice in Birth & Parent Education.

Property Management wishes Nelson Ennis, supervisor, ahappy retirement.

Raleigh Clinical Administrators welcome Angie Weiser,Jennifer Falzarano, Benita Smith and Denise Burrell.

Guest Services welcomes LaKeshia Bond.

6B Orthopaedics & Oncology welcomes Heather Stancil,RN; Robin Mobley, RN; Janelle Williams, RN; JasonStrother, RN; Lily Daughtry, RN; Linda May, RN; CathyBurke, RN; Tom Mays, RN; Sarah Olin, RN; GeorgeBerkley, NA II; Nastassha Metzner, NA I; and LaceeWingfield, NA I.

Pathology Labs – Phlebotomy welcomes Tiffany Hicks andMelissa Carignan.

Food & Nutrition Services – Cary Hospital welcomes KenEckstein and Miriam Zavala.

Food & Nutrition Services welcomes Anthony Fisher, StarMaisonet, Ed Dainom and Lexie Cunningham.

The NICU welcomes Ashley Johnson, BSN, RN; MaryWilliams, RN; Cristina Darling, RN; and Ashley Japczyk,BSN, RN.

Birth & Parent Education welcomes Lacrecia Bell and LineaGwynne.

Cary Hospital Operative Services – Endoscopy welcomesJune Adamio, BSN, RN, as the new bariatric nursecoordinator.

Surgical Services – Endoscopy welcomes Connie Phillips,RN, supervisor/clinical educator.

Surgical Services – Day Surgery welcomes Sylvetta Bryant-Washington, RN, and sends their best wishes to LauraRose, RN, as well as Charlene Steward, who istransitioning to WakeMed Physician Practices OB/Gynclinic.

WOW, what an employee!

This year, WakeMed is proud to offer employeesaccess to nearly 500 exceptional physiciansthroughout the Triangle area with theexpanded WakeMed Network. In additionto the primary care providers andspecialists employed by WakeMed,our growing network now includesall the WakeMed Key Community Caremembers. This means that even moreprimary care providers and pediatriciansare now part of our network!

Benefits of the WakeMed Network

For employees who are members of either of theWakeMed Health Plans, seeing doctors in theWakeMed Network offers several benefits, includinglower copays, deductibles and out-of-pocket maximumcosts as illustrated below:

All of the above benefits have changed since 2013 Plan Year. Please see your 2014 handbook.

Who Is in the Network?

The WakeMed Network includes WakeMedservices provided at any of our in- and outpatientlocations, as well as all WakeMed PhysicianPractices locations, and many members of the KeyPhysicians Network. All employees on theWakeMed BCBS Health Plan should have receiveda booklet mailed to their homes in early Januarythat lists all the participating practices. If you didnot receive a booklet, please emailbenefits@wakemed.org to request one.

A current list of the WakeMed Network is alsoposted on the WakeMedWeb (under For theEmployee) and will be updated throughout the year.

If your doctor is already a member of the Network,lucky you – you’ll benefit from even lower copaysand deductibles! Looking for a new doctor? Whynot check the WakeMed Network list to see if oneis available to meet your health needs. Of course,you are always free to visit any doctor you choose– the WakeMed Network is just one way we areworking to make it more affordable for ouremployees to stay healthy.

WakeMed Network By the Numbers

46 Primary Care Practices4 Urgent Care Centers13 Pediatric Practices15+ Specialties Represented500 Participating Physicians

SELECT PLAN PREMIERE PLAN

WakeMed Other WakeMed Other Network In-Network Network In-Network

Annual Deductible(individual/family) $300/$600 $1,500/$3,000 $200/$400 $1,000/$2,000

Out-of-Pocket Maximum(individual/family) $1,000/$2,000 $5,000/$10,000 $700/$1,400 $4,000/$8,000

COPAYS

Primary Care $15 $40 $10 $35

Specialist $40 $60 $30 $50

Urgent Care $30 $60 $25 $50

Hospitalization Plan pays 90% Plan pays 80% Plan pays 95% Plan pays 85%Inpatient & Outpatient after deductible after deductible after deductible after deductible

is met is met is met is met

Occupational, $40 Plan pays 80% $30 Plan pays 85%Physical & Speech after deductible after deductibleTherapy is met is met

Reduce Your HealthCare Costs with theWakeMed Network

Attention WakeMed

Health Plan Members

PHARMACY BENEFIT CHANGE FOR 2014Effective January 1, 2014, the WakeMed Blue Cross

Blue Shield health plans now include an annual prescription drugdeductible of $100. The deductible is applied to all name-brand

prescription medications (it does not apply to generic medications).

• You are responsible for paying the first $100 in cost before theplan will begin paying a benefit.

• Once you have met the deductible, you will only be charged aco-pay for your prescriptions.

For details regarding your employee benefits, costs andservices, please review your 2014 Employee Benefits

Handbook. If you have questions, contactbenefits@wakemed.org or call ext. 08143.

When Mike DeVaughn took his first job as a hospital chief financial officer (CFO),the role seemed like a perfect fit. And it should have – after all, he had writtenthe job description for the position. A Florida native, DeVaughn came to NorthCarolina to attend Western Carolina University in Cullowhee, N.C., where hestudied business administration with a focus on accounting. He moved to Raleigh

after graduation and began working for a large national accounting firm. It was a good job, but itdidn’t take long for DeVaughn, a self-described introvert, to realize the travel and networkingrequired in the corporate accounting world wasn’t for him. He soon got a job with a local firmwhere he was assigned an auditing contract for Johnston Memorial Hospital. With this experienceunder his belt, when Johnston Memorial created a CFO position a few years later, DeVaughn was alogical first choice.

DeVaughn spent six years at Johnston Memorial and two years at a hospital in rural Virginia beforebecoming WakeMed’s CFO in 1989. A few years later, DeVaughn went back to school, earning a

master’s in business administration at Duke University. During his tenure atWakeMed, he has been involved in several significant undertakings: the transitionfrom public ownership to a private, not-for-profit hospital system; entering thebond market; and the implementation of WakeShare.

DeVaughn has also witnessed major changes to health care financing in his 33-year CFO career. The first occurred in 1983 when Medicare introduced diagnosis-related groups (DRGs). DRGs meant hospitals were no longer reimbursed forprocedure costs, but instead would receive a set amount for each procedure. “Itchanged the whole business model. Regardless of your costs, they only paid a setamount. Everyone realized you had to start managing costs.”

More recently, the Affordable Care Act is having widespread effect on health carefinancing and operations. That’s one of the primary reasons WakeMed formed WakeMed KeyCommunity Care, an Accountable Care Organization (ACO), which will allow us to improve qualityand patient satisfaction while reducing costs. “We are putting processes in place to improve thehealth of our community. The ACO isn’t about making a profit, it’s about taking care of patients, butwe have to turn a profit or we won’t be here.” DeVaughn has been closely involved in the ACO’sdevelopment and expects it to have a huge effect: “Nothing we are doing as a system has the potentialto have as big an impact as the ACO.”

With a new fiscal year underway and ACO implementation going smoothly, DeVaughn feels veryconfident about WakeMed’s path. “We’ve hit some bumps in the road, but we are positioned well forthe future. There may be some more bumps up ahead, but that’s life.” Looking forward, he’s excitedabout North Hospital and the competitive edge it will provide WakeMed. “I like sports, I likecompetition – and it’s no different in business,” he says with a laugh.

DeVaughn’s willingness to take on new challenges and experiences carries over into his personal life,too. In October 1996, he and his wife, Cynthia, and their two children, Ashley and Jonathan, movedto a 300-acre farm in Louisburg. DeVaughn had no prior farming experience, but by December he wasthe proud owner of 13 Black Angus cattle. He had a steep learning curve that first winter, but now thefarm has expanded to a herd of 70 cattle (and two dogs). DeVaughn and his son take care of ittogether, doing everything from cutting and baling hay to administering vaccinations. “We have awhole different life out there. It’s my stress relief and I just love it.” While DeVaughn doesn’t plan toretire any time soon, when he does, he’ll likely be found on the farm. In the meantime, though, he’llcontinue working to ensure WakeMed maintains a strong financial standing while staying true to ourmission. “We serve a unique role in this community. We’ve made a promise to be here for everyone inthis community – that’s what makes us different, and that’s what makes us better.”

getting to know

Mike DeVaughnExecutive Vice President & Chief Financial Officer

The WolfpackScores a Slam Dunk!

Members of theN.C. StateUniversitybasketball team

paid a visit to the Children’s Hospital last month.The team took time out from visiting patients for a photo with (left to right) Renee Brady, NAI;Meredith Webster, RN; and Rachel Dail, RN (allof the Chest Pain Unit). Thanks for visiting, andgo Pack!

WakeMed Physician Practices Brand

Replaces WakeMed Faculty Physicians

& Wake Specialty Physicians

We are pleased to announce that we are nowusing WakeMed Physician Practices to designateall of the WakeMed practice locations throughoutthe area. WakeMed Physician Practices shouldnow replace all references (internal or external) to either Wake Specialty Physicians or WakeMedFaculty Physicians.

We’ve Moved!

The Clayton office of Raleigh Cardiology recently moved to a new location off of Hwy 42 near Johnston Medical Center. They are now located in the Spring Branch Medical Pavilion at 166 Springbrooke Avenue, Suite 205.

WA K E M E D P H Y S I C I A N P R A C T I C E SN E W S F R O M

DON’T FORGET YOUR BIOMETRIC SCREENING!

Wednesday, February 26

through Thursday, April 3

Things to Remember:

• Know the time and location of your screening.

• Allow approximately 20 minutes, start to finish.

• The screening includes height, weight, waist circumference, bloodpressure and a basic lipid panel (cholesterol) with blood glucose.

• Employees may bring current blood work results to the screening (musthave been conducted after January 1, 2014, and must include full lipidpanel and a total glucose).

• The cholesterol screening requires fasting for a minimum of eight hours.

• Bring your WakeMed ID badge.

This year, employees must meet a certain level on each standard in orderto receive the reward. If you do not meet the standards, you can completean alternate standard requirement to qualify for the reward (see the FAQson the WakeMedWeb for more information).

Need to change your appointment? Call 919-350-7000, option 2.Questions? Contact Bob Nelson, ext. 06903 or bonelson@wakemed.org.

Wa�Wellrewards2014

We are Here to Help!

Have you ever been in a situation where you needed help but couldn’t get anyone’sattention? Or, have you ever had to battle with automated assistance when calling acustomer service number? That’s not the experience we want patients and visitorsat WakeMed to have. In fact, we want just the opposite! When people enter aWakeMed facility, we want them to feel welcomed and know that any questionsthey have are important. It’s up to all of us to do our part and be respectful, helpfulambassadors of the WakeMed mission with every interaction. There are many wayswe can let our patients and guests know we are here to help:

• Present a friendly and warm first impression

• Focus on building or strengthening relationships with all internal and externalcustomers

• Demonstrate a positive attitude and behaviors, especially when there is apotential for patient or visitor contact

• Recognize and be sensitive to cultural differences

The Wake Way in Action!

Many employees across the system excel in the Wake Way every day! Bobby Clarkand Ricardo Garde Chique are two examples of what it looks like to live the WakeWay. We talked with Bobby and Ricardo to get their take on what excellence incustomer service looks like.

WakeMed Introduces New Greeting Standards for All Portals of EntryA Patient & Family Experience Initiative

Ever heard the old adage, “You never get a second chance to make a firstimpression?” It’s true. “Whether the interaction is over the phone or in-person,first impressions are powerful and set the tone for all interactions that follow.First impressions can be long-lasting and shape an individual’s perception ofWakeMed and those who work here. How we greet patients, their families andvisitors is one of the most important things we do. It is our first opportunity tomake a positive, lasting impact,” said Oral Wise, director, (Ambulatory Services)and chair of the Patient & Family Centered Care First Impressions Team.

As part of the WakeMed Patient & Family Experience initiative, the FirstImpressions Team established a new standard for greeting individuals who enterthrough our main portals of entry (main entrances, volunteer desks, registrationareas), and for those who call any WakeMed facility. These behaviors will helpensure we are using consistent customer service practices system-wide. The teamoffers these best practices for all employees:

Face-to-Face Meeting

• Make people feel welcomed within three seconds of arrival – be ready andknow you are “on stage”

• Smile, make eye contact and introduce yourself – use your name and job title

• Acknowledge people with a greeting and offer help – use the person’s nameoften

• Always say “please” and “thank you” – express gratitude for their visit

On the Phone

• Answer phones within three rings

• Be prompt with your answer; if you don’t know the answer, find someone whodoes

• Remember to smile, it will reflect in your voice

• And always adhere to HIPAA guidelines

These behaviors help create a warm and inviting culture that enhances thepatient and family experience and thereby improves patient satisfaction. Thankyou for helping us improve our service excellence!

We Are theWAKE WAY!

Last month, we introduced a new series of articles highlighting the Wake Way behaviors, which are WakeMed’s employee standards of service excellence. This month, we will look at the behavior:

Welcome and Acknowledge Every Customer

Meet Bobby ClarkED Registration – Brier Creek Healthplex

How long have you worked at WakeMed? Three years

What’s your favorite part of the job? I love being able to help people. Nomatter who comes in and no matter what is wrong withthem, it’s a pleasure to help people and try to make themfeel better in any way I can.

How do you make people feel welcome when they enterthe facility? I greet people the moment they come in thedoor. We are the first person they see and if we can set apositive tone, maybe their whole visit will be betterbecause of it.

What do you do if someone asks a question that youdon’t know how to answer? When I’m trying to find the answer to a question,I hate being pushed around from one person to the next, and I am determinednot to let that happen to our customers. If I don’t have the answer, I’ll askaround until I find it. I’ll make every effort to make sure our customers get theinformation they need.

Meet Ricardo Garde ChiqueED Registration – Brier Creek Healthplex

How long have you worked at WakeMed? Almost four years

What’s your favorite part of the job? I love the opportunityto build relationships with people when they come throughthe door. If it looks like they need a laugh, I try to lighten themood and lift their anxiety by telling a little joke. But,sometimes the situation is serious and that’s not appropriate.You have to get to know each patient who comes through.

How do you make people feel welcome when they enter thefacility? People who come to the emergency department areoften stressed out. I try to be sensitive with each patient and

let them know that I’m sorry they are in this situation while reassuring them thatwe are going to help them as fast as we can.

How do you handle customers who seem angry or who have had a badexperience before? I try to solve their problems as quickly as possible, and Ialways let people talk. It’s helpful to get everything out if you are angry or upset,so I let people do that. I have to be careful not to take things personally though orit may impact the rest of my day. I try to stay upbeat andhave a shield to protect my positive energy.

HELLO AND WELCOME TO WAKEMED. I’M GARY

GREETER, HOW CAN I HELP YOU TODAY?

NEAT HAIR

PRESENTABLEAPPEARANCE

SMILEACTIVELISTENING

EYE CONTACT

THE WAKE WAYWelcome and acknowledge every

customer.

A nticipate and clarify others’ needs.

K eep our patients and others safe.

E nsure respect and maintain privacyand confidentiality.

Work as a team. Take action andresponsibility.

A ctively listen and respond withempathy.

Y ou show pride in how you look and work.

VISABLE ID BADGE

TINY BUBBLES HELP TINY PATIENTSThe Cary Hospital Special Care Nursery recently introduced a new tool that ismaking it easier for some of our tiniest patients to breathe. Called the Bubblecontinuous positive airway pressure (B-CPAP) machine, the system delivers acontinuous, gentle, pressurized flow of humidified air enriched with oxygen. Also used at Raleigh Campus, the B-CPAP is less invasive than a traditional CPAP

machine. As the name suggests, it forms bubblesthat create small airway pressure changes, whichhelp improve gas exchange and reduce the effortof breathing.

The successful introduction of the B-CPAPsystem capped off six months of closecollaboration among staff from neonatology,nursing and respiratory therapy at Cary Hospitaland Raleigh Campus. “Through months oforganized planning and coordination betweenthe campuses, neonatal nurse practitioners,nursing and respiratory staff, theimplementation of B-CPAP went smoothly andwas a complete success,” said Michele Snyder,MD, medical director of the Cary HospitalSpecial Care Nursery. “The B-CPAP is already

making a positive impact as we have had a few infants use the machine without anycomplications.”

An interdisciplinary team, led by Dr. Snyder with help from Andrea Garganese, RN,clinical educator/supervisor (Women’s Pavilion & Birthplace – Cary Hospital) andSusan Gutierrez, RN, manager (NICU), coordinated necessary supplies andequipment, provided staff education and arranged hands-on training at RaleighCampus. Throughout the fall, Special Care Nursery staff worked with an educationalinfant doll and mock equipment to become comfortable with the system and learn totroubleshoot difficulties. Bruce Handley, director (Cardiopulmonary Services – CaryHospital), and Tammy Scarborough, NP, (Neonatology) provided educationalpresentations and policies to the Cary Hospital staff.

“Our aim is to provide the least-invasive ventilation strategy for infants withrespiratory distress. With B-CPAP, we hope to see a decrease in delivery roomintubations, the number of days on mechanical ventilation and the incidence ofchronic lung disease,” said Handley.

WAKEMED ADOPTS PROVATION MEDICAL’S EVIDENCE-BASED CARE PLANSNew Care Plans to Be Part of Epic Implementation

When WakeMed’s inpatient units adopt Epic electronic health records in February2015, new, evidence-based, interdisciplinary care plans will be just one of theexciting new features in our Epic platform. The care plans, provided by ProVationMedical, include the latest research, best practices, treatments, drug information,diagnostic tests, and quality and safety measures. The care plans will be seamlesslyembedded into the Epic interface and updated quarterly to make use of the mostcurrent information.

“Adopting the ProVation software will allow us to develop and maintain customizedcare plans that adhere to industry-accepted nursing and medical diagnoses, goalsand interventions. This is a distinct advantage over both our current care plans,which were developed in-house, and the standard Epic care plans, which may not beevidence-based,” said Cindy Boily, MSN, RN, senior vice president and chiefnursing officer, who has championed the initiative.

The project team, led by Sabrina Tyndall, RN, director (Nursing Operations & AdultMedicine); Kelly Johnson, RN (Nursing Administration); and Pam Rock, RN(Information Services), is now working to adapt the ProVation templates toWakeMed’s needs in time for Epic testing, which begins this summer. Approximately50 care plans will be in place when testing starts, with many more to be addedduring Epic optimization. In addition to having evidence-based content, the careplans offer several advantages:

• Each care plan will include WakeMed-specific standards of care, which willremind and prompt nurses to ensure that all the steps are completed in anappropriate and timely fashion.

• The interdisciplinary format will allow for more streamlined collaboration amongnurses, physicians, case management, respiratory therapy, rehabilitation and othermembers of a patient’s comprehensive care team.

• Improved governance and tracking methods will make it easier to give ownershipof care plans to the appropriate departments and track who is involved in updatingthem over time.

• The timely, research-based updates will allow us to demonstrate compliance with credentialing and standards for the Joint Commission, Magnet and otherregulatory bodies.

February is American Heart Month and WakeMed is celebrating byencouraging people to do everything they can to help fight heart diseaseand promote healthier lifestyle choices.

According to the Centers for Disease Control and Prevention,approximately 600,000 people die from cardiovascular disease(including heart attack and stroke) in the United States each year,making it the country’s leading cause of death. The good news is thatheart disease is preventable and controllable. Here are a few tips to help your heart stay healthy:

✔ Eat a healthy diet

✔ Maintain a healthy weight

✔ Exercise regularly

✔ Monitor your bloodpressure

✔ Don’t smoke

✔ Limit alcohol use

✔ Have your cholesterolchecked regularly

✔ Manage your diabetes

✔ Take your medicine

When patients press their call bell, they immediately startwatching for assistance to arrive. Immediacy can be reallytough to achieve, so it’s up to all of us – clinical and non-clinical employees and leaders – to help and do the rightthing for our patients. So how do we fulfill a patient’sexpectation of responsiveness? That’s where the No PassZone concept comes in.

Where is the No Pass Zone?

Once a patient rings the call bell and the call bell lightcomes on, the areaoutside thepatient’s roombecomes the NoPass Zone.

What should I do to help?

It’s up to you to gointo the patient’sroom, introduceyourself and offerhelp.

What if thepatient needshelp I cannotprovide?

Tell the patientyou will share their request with a staff member at thenurse’s station and assure them that a nurse or nurse aidewill be in soon to assist them. Then, head to the nurse’sstation and find the person who can meet the patient’sneeds.

What are the goals of the No Pass Zone?

• Respond to all call bells within two minutes

• Improve the patient experience as it relates to call bellresponse

• Meet the Hospital Consumer Assessment of HealthcareProviders and Services (HCAHPS) benchmarks

• Engage all leaders and staff members in our efforts toimprove patient experiences

Responding to patients when we are in the No Pass Zoneis now a system-wide expectation and the right thing todo for our patients and coworkers. And don’t forget: Besure to gel in and gel out upon entering and exiting apatient’s room.

Staff from HeartCenter Pre- & Post-Procedure Care (top)and CardiovascularTesting (above) worered on February 7for National Go Red Day.

HAPPYHEARTMONTH!

Marian Uy (StructuralHeart Program) (above) andHolly Hatfield, RN, (HeartCenter Pre- & Post-Procedure Care) (right)helped spread the wordabout heart health at WearRed Day at Crabtree ValleyMall.

From left: Jo-Anna Cartwright,NNP; Rhea Cohen, RN; MicheleSnyder, MD; Mickie Cothren,RN; and Andrea Garganese, RN.

F E B R U A R Y 2 0 1 4

FocusOnNursingwww.wakemed.org

Setting a new standard of excellence in the art and science of nursing care and caring.

S P E A K I N G O F N U R S I N G :A N O T E F R O M O U R C N O

Cindy Boily MSN, RN, NEA-BC

Senior Vice President & Chief Nursing Officer

Outcomes! That’s the first word thatcomes to mind when I think aboutDecember’s Clinical Nurse CouncilPoster Presentations. Every year I amimpressed by this event that showcasesthe embrace of best practice, evidence

and research by our clinical nurses. The creativity, energyand dedication in that room was incredible! There were47 different posters highlighting initiatives that nurseshad launched in order to support the patient and familyexperience. As we all know, improving the patientexperience is paramount to everything we do: itencompasses improving the quality, the safety and thesatisfaction of all involved, including the satisfaction ofus as providers!

These posters are just one example of how WakeMednurses have embraced the values of our ProfessionalPractice Model, which is the perfect partner to our caredelivery system, Patient and Family Centered Care(PFCC). PFCC was also highlighted at the Decembermeeting, and you’ll hear much more about this soon. Inthe meantime, I encourage each of you to view the PFCCPowerPoint and discuss how you apply the five coreconcepts every day, with every patient, every time.

I look forward to hearing how each of you put our caredelivery system in action and will share your dedicationwith the leadership team and the WakeMed Board. Goingforward, I will be representing the Nursing division at theWakeMed Board of Directors monthly meetings to be avoice for each of you. I am excited about this opportunityto represent such an amazing group of people and sharethe excellent work of all WakeMed nurses.

Dear Nursing Colleagues:

I have been a registered nurse for more than 23 years and have spent 13 of those years atWakeMed. I became a nurse because I wanted tomake a positive difference in the world and be partof a community that cared for others in significantways. Nurses support patients and families duringtimes of pain and also times of triumph. Duringmoments of their greatest stress, we listen, we actand we advocate. Most of all we care.

Thanks to the WakeMedDivision of Nursing Shared-Decision Making framework, wecan also advocate for ourselves.WakeMed nurses have a voiceand a venue to bring questionsdirectly to all levels ofleadership. Our modelencourages such participationand recognizes that every voice

is significant if we are to provide outstandingpatient care.

As a clinical nurse on 2D Rehab, I work with awonderful team led by Diane Gilewicz, RN. Dianeand my colleagues inspire me to be my best,support me when facing challenges, and are alwaysencouraging. Together, the staff on 2D makes apositive and powerful impact on our professionand most importantly, to those we serve. As yourClinical Nurse Council Chair, I’m hearing lots ofexamples of how this same culture of excellence isalive and well on your units, too. Like you, I have achoice about where I practice nursing, and I amproud to call myself a WakeMed nurse.

A Note from Helen Voss, BSN, RN, CNC Chair

Yes! That’s the answer when a Magnet appraiser asks, “What is WakeMed’s nursing care deliverysystem?” While Patient & Family Centered Care (PFCC) is not necessarily a new concept forWakeMed nurses, the fact that it is our official care delivery system is new. Therefore, PFCC isdeserving of a system-wide rollout. Who better to get that PFCC energy going than WakeMed nurses?

A team of nurses – Nicole Creech, RN; Jodi DeJoseph, RN; Cicely Hairston, RN; Millie Lovic, RN;Sarah McIntyre, RN; Kim Perdue, RN; Jessica Schmidlin, RN; Bethany Shadid, RN; KarenSkowronski, RN; and Amy Sullivan, RN; led by Nursing directors Betty Woodard, PhD, RN, andDianna Knight, RN, and working in conjunction with Laura Aiken, director (Patient & FamilyExperience) – designed the PFCC rollout which will later serve as the foundation for PFCCdiscussions with all employees, physicians and volunteers throughout the health system. They first presented it to members of Clinical Nurse Council in December.

All nurses throughout the health system are charged with viewing the PFCC education PowerPointby the end of February. To access it, enter “NPFCC” in the WakeMedWeb search box, click the entrythat comes up, then look for the red pinwheel on the left of the Nursing Administration page. It willbe 15 minutes well spent!

We think you’ll find the ‘real world’ practice examples – presented by your peers! – compelling andfamiliar. From scheduling nursing care around a Muslim patient’s prayer time, to going the extra milefor the husband of a patient who passed away, to including patients and family members instructured interdisciplinary bedside rounds, WakeMed nurses bring PFCC’s five core concepts to life:

• Dignity & Respect

• Information sharing

• Collaboration

• Participation

• Leadership & Empowerment

The PFCC rollout is all about heightening awareness of what we do to fully integrate patients and their families into theircare. What are the special, individualized and personal thingsyou do to make them feel comfortable, at ease and safe?Nursing and Public Relations would like to hear about theseexamples and share them with others.

Please send your examples to Becky Scolio (Public Relations)at bscolio@wakemed.org.

The Nursing PFCC Education Team shared their excitement about WakeMed’s care delivery systemat the December CNC meeting.

“OUR CAREDELIVERYSYSTEM IS PATIENT &FAMILYCENTEREDCARE”

Head’s Up!The Staff Nurse Council is nowthe Clinical Nurse Council! Thisnew name more closely alignswith Magnet and ANCC language– but don’t worry, nothing haschanged but the name.

The 5th annual Clinical Nurse Council (CNC) Poster Presentations were held at CaryHospital in December 2013. This year’s theme was the Nursing Professional PracticeModel (PPM) and participating nurses found excellent ways to show how patientoutcomes tie directly to our Division of Nursing values: Compassion, Advocacy,Relationships, Excellence and Safety.

“A focus this year was on showing outcomes and really exploring whether thesestrategies and programs improve patient satisfaction, safety and quality,” said HarrietStephenson, RN, director (Nursing Education). “It was exciting to see the amazingwork being done throughout our system and the positive impact of these strategies.”

The 47 posters on display were evaluated by CNC representatives and theirmanagers. This year CNC representatives evaluated ‘best-in-show’ for the followingcategories: Most Creative, Best Example of Evidence-Based Practice, MostExemplifies PPM, Demonstrates the Most Positive Outcomes and Overall Favorite.

Want to see all the great posters? They will be on display this May at NursingEducation’s annual poster presentations on both the Raleigh and Cary campuses.Details to come!

The 6th Annual CNC Poster Presentations will be held in December 2014; the themewill be the Magnet Journey: Patient Outcomes, Best Practice, Healthy WorkEnvironment, and Shared Decision Making. What will you present?

Nurses Shine at Clinical NurseCouncil Poster Presentations

The 2O14 Nursing Engagement Survey Is Coming!March 31 through April 14

Nurse satisfaction is an important part of delivering safe, expert nursing care. With that in mind,WakeMed’s non-management direct care nurses (RNs and LPNs) are invited to participate in thisconfidential online survey. “Staff responses help us understand key issues that affect clinical nurses ability to care for patients and enjoy their work,” said Cindy Boily, MSN, RN, senior vice president and chief nursing officer. “The results will be used to make important decisions about how to positively impact the work environment of our nurses.”

The link to this online survey will be sent via email. The survey will take approximately 15 minutes and can be completed from a WakeMed computer or from home.

“Cutting Thru Peds Pain,”presented by Ashley Popke,RN, (4E Pediatrics) evaluatedhow a pain managementproject on her unit improvedHCAHPS scores.

Jill Lancaster, RN, (Emergency Department) andChantal Howard, RN, manager (EmergencyDepartment) shared how a new flow pattern hasreduced wait time for patients in the ED lobbyand reduced the number of patients who leavebefore seeing a doctor.

Corinna Simms, RN, manager (Inpatient PACU)showed support for Laura Woodard, RN (InpatientPACU), who represented her unit with apresentation titled “Advocacy and Relationships.”

Heather Clark, RN, (5B)highlighted three methods herunit employed to reduce fallswith her presentation titled“The Road to Reducing Falls.”

Daniel Corbin, RN, (Pediatric ICU)represented his unit with “Take ThatTube Out,” a presentation focused onextubation and patient safety.

Kathy Kayser, RN, (Day Surgery – Cary Hospital)shared her presentation on improving patient safetywith Donald Gintzig, president & CEO.

Vickie Garner, RN, (3E CVIC) sharedher presentation, titled “Setting Goalsto Build Relationships.”

WakeMed Health & Hospitals

3000 New Bern AvenueRaleigh, NC 27610

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Microscope is a monthly newsletter written by and for the employees of WakeMed. Our goal is to provide employees and friends of

WakeMed with the most up-to-date news on all of the hospital system’s activities. The

Public Relations department thanks all of theemployees who contributed to this publication.

We welcome comments and suggestions on thispublication and its content. Call (919) 350-8120,

e-mail microscope@wakemed.org, or writeMicroscope, Wake Med Public Relations

Department, 3000 New Bern Avenue, Raleigh, NC 27610.

Kate Wilkes, Editor

WakeMed Employees, Photos

©WakeMed Public Relations, February 2014

calendarofeventsTo help you plan ahead, this calendar lists upcoming system-wide events, training classes and community events. For details and feeinformation, visit the WakeMedWeb. Send calendar submissions to Public Relations or email microscope@wakemed.org.

The Volunteers at Raleigh Campus will host aprofessional shoe sale on Wednesday, Feb. 26, from 7am to 4 pm in the Andrews Center. Cash, credit cardsand payroll deduction will be available (badge requiredfor payroll deduction).

Staff Development & Training

Enroll in any of the listed classes via Learning Link or have your manager/supervisor emailSDRegistration@wakemed.org that includes your name,employee number, and course name, date(s) andtime(s). For information, visit http://wakemedweb orcall ext. 08306. Please note: Some classes require anintroductory course or satisfactory completion of anassessment test.

EMPLOYEE DEVELOPMENT

EAP: Releasing Negativity: Altering thinking for stressreduction – Friday, Feb. 21, 9 to 11:30 am, MedicalOffice Building, Ground Floor Classrooms(Code=SDEAP-RN)

EAP: Stressed Out? Identifying Strategies for ManagingStress – Wednesday, Feb. 26, 9 to 11:30 am, MedicalOffice Building, Ground Floor Classrooms(Code=SDEAP-SO)

EAP: CHANGE: Strategies for resilience andadaptability – Wednesday, March 26, 9 to 11 am,Medical Office Building, Ground Floor Classrooms(Code=SDEAP-CE)

MANAGEMENT DEVELOPMENT

Leading Change: Tuesday, February 18, 8:30 am to12:30 pm, Medical Office Building, Ground FloorClassrooms (Code=MDLC)

Nursing Education

Medicine of Compassion – Monday, Feb. 17, 8 to 11 am,Cary Hospital Conference Center (NE014-9073)

Compassion in Action – Thursday, March 6, 1 to 3 pm,Cary Hospital Conference Center (NE014-12009)

Nurse Preceptor Workshop – Thursday, March 20,

Raleigh Campus, Andrews Center (NE014-12047)

Stroke Certified Registered Nurse (SCRN) ReviewCourse – Monday, March 24, and Tuesday, March 25,Raleigh Campus, Andrews Center. (Day 1: NE014-14044; Day 2: NE014-14045)

Patient Education Essentials – Wednesday, March 26,8:30 am to 12:30 pm, Raleigh Campus, Andrews Center(NE014-14016)

Wake AHEC

Intraoral Radiography for the Office Trained DentalAssistant: Tuesday, March 4, 6 pm, through Saturday,May 3, 4:30 pm, Raleigh Campus, Andrews Center

Webinar (Live) – Treating Opioid Dependence DuringPregnancy: Wednesday, March 5, noon to 1:30 pm,online

Beyond Square One: Breastfeeding Support for HealthCare Providers: Thursday, March 6, 9 am to 4:15 pm,Wake County Health and Human Services, Zebulon

Beyond the Silos: Further Down the Road TowardIntegration: Wednesday, March 12, 6 to 8:30 pm,Raleigh Campus, Andrews Center

Second Annual Interprofessional Geriatric GrandChallenge Institute: Dementia Care –Thursday, March13, 8:45 am, through Thursday, Sept. 25, 4:30 pm, DukeUniversity School of Nursing, Durham

Certified Cardiographic Technician (CCT) CertificationReview Course: Saturday, March 15, 8 am to 5 pm, RexHealthcare

Coronal Polishing for the Dental Assistant II: Saturday,March 15, 8:30 am to 4:15 pm, Wake TechnicalCommunity College – Dental Lab

Using Nutrition to Improve the Biochemistry ofDevelopment, Learning and Mood: Saturday, March 15,8:45 am to 4:15 pm, Jane S McKimmon Center, NC StateUniversity

Certified Rhythm Analysis Technician (CRAT)Certification Review Course: Sunday, March 16, 8 amto 4:30 pm, Rex Healthcare

Co-Occurring Disorders: Wednesday, March 19, 9 am to12:15 pm, William Peace University

UNC School of Social Work Clinical Lecture Series -Ethics of self-determination: empowering older adultsto make their own life decisions: Monday, March 24,noon to 2 pm, UNC-CH School of Social Work, ChapelHill

11TH Annual Dialogues in Neonatal-PerinatalMedicine Conference: Monday, March 24, 12:50 pm,through Tuesday, March 25, 12:45 pm, WashingtonDuke Inn and Golf Club, Durham

Connecting Faith Resources with Mental Health:Friday, March 28, 9 am to 3:30 pm, CatholicCommunity of St. Thomas More, Chapel Hill

When life gives you snow, make snowballs!When a winter storm blanketed the Trianglein several inches of snow, patient RickySmith enjoyed a special ‘snow therapy’session with Randy Agapito (OccupationalTherapy). These two had a ball throwingsnowballs!

WakeMed Support & Education Groups

Amputee Support Group: Third Wednesday ofevery month, 4 to 5 pm, Raleigh Campus, HealthPark Classroom, call Beth Soto at 919-350-8903.

Raleigh Stroke Support Group: Second Tuesday ofevery month, noon to 1 pm, Raleigh Campus,Health Park Classroom, call 919-350-4163.

Cary Stroke Support Group: First Monday of everymonth, 6:30 to 8 pm, Cary Hospital, ConferenceRoom A, call 919-460-9094.

Clayton Stroke Support Group: Third Wednesdayof every month, noon to 1 pm, Clayton MedicalPark, call 919-350-4174.

Patient and Family Brain Injury Education Series:Every Wednesday, 4-5 pm, Raleigh Campus, HealthPark Classroom