Nash Health Care Systems’ Quarterly News Magazine
Spring 2004
Seeing
Stars?
New Customer Service Initiative
In The Spotlight
Occupational Health:
Caring for the Caretakers... pg 20
NHCS 2003 Annual Report
begins on pg 5
Vol. 15, Number 2
www.nhcs.org
mation and results from specific areas and
times —and have the information available
almost instantly.
Therefore, a “star” was born... Stars in Action.
“We selected this name because our employees
are, in every sense of the word, our stars. Their
actions can provide the framework for a positive
health care experience. When patients arrive at the
hospital, they may naturally have some worries or
anxieties due to illness or injury. Our employees understand that, and Stars in Action will help us continue to
You don’t have to be a celebrity to get a star on your door. You
find ways to improve ourselves,” Hedgepeth said.
don’t have to walk the red carpet in the latest fashion to look your
For example, one of the components of
best ... and you don’t have to be in a
Stars
in Action involves implementing the
movie to be rewarded for an outstanding
use of a “secret shopper” to evaluate firstperformance.
hand the health care systems response to cusAt Nash Health Care Systems, we call
Unless
ideas
are
transformed
tomer service.
these performers our Stars in Action – and
Stars in Action is not just a passing
it is a part of a new program that will
into action, they run the risk of
phase or mantra for the month —- the probring the latest in customer service innovagram represents a continual and permanent
stagnating on the shelf, being
tion to NHCS – making our outstanding
dedication to customer service excellence.
health care system even better.
forgotten
and
fading
from
view.
“Superior customer service is a vital part
Nash Health Care Systems is collaboratof
our
role in building a healthier communiing with Avatar International to provide an
At Nash Health Care Systems,
ty,” said Rick Toomey, president and CEO
approach to customer service that is tailoradministrators, managers and
of Nash Health Care Systems. “We are so
made for NHCS, and to seek ways to both
proud of our employees and all that they do
educate and reward employees.
employees will go the extra mile to help make our hospital the cornerstone of
The process of selecting a vendor actually began in 2002 when Nash Health Care
to ensure not only that we have health care in the community. The Stars in
Action program will help outline specific
Systems’ CEO Rick Toomey assembled a
stellar
customer
service—but
goals to enable us to become even better.”
group of vice-presidents, managers and
physicians and charged them with the task
service in ACTION.
of researching and recommending a customer service vendor.
ACTIONS stands for:
After a rigurous process in which Avatar
was selected as the vendor, the company
conducted extensive document reviews and
worked with focus groups to get a pulse
ccountability
on the customer service culture and philosophy of NHCS. Customer satisfaction scores
aring & Confidentiality
available through the internet at improvingcare.com demonstrated that NHCS
already has a track record of excellence.
eamwork
The goal of the customer satisfaction program is to formalize and structure a program
ntegrity
which will ensure continuous improvement in
customer satisfaction.
utstanding Service
“We did not implement this initiative
because we felt we had a bad program, but
rather to find ways to make our excellence
urturing Environment
in health care services even better,” said
Nothing worthwhile happens overnight.
Jeff Hedgepeth, director of marketing and
When
NHCS employees get the first taste
ervice Excellence
public relations. “A solid customer service
of Stars in Action, they will be witnessing
initiative is often the hallmark of a sucthe culmination of more than two years of
cessful hospital. We already have several
Now, what do the letters in
planning, studying and implementation by
customer service elements in place, and
senior leadership, managers and adminisSTAR represent ...
Avatar has helped us improve upon these
trators.
and offer a complete implantation tailorThe Stars in Action project was born
made to meet our needs.”
from a customer service initiative started by
Avatar, headquartered in Orlando, Florida, offers a sophisticated
Rick Toomey in February 2002. From
reporting process with the lowest margin of error in the industry.
there, members of a NHCS committee
Through the internet, the company provides weekly updates which
attended VHA collaborative conferences to
managers can access through a password-protected site any time of
gain information about a variety of custhe day or night. Avatar also enables managers to print out infortomer service vendors.
Nash Health Care Systems To
Launch New Customer Service
Initiative: Stars in Action
ACTION figures
A
C
T
I
O
N
S
2 ◆ NHCS Spring 2004
Wishing Upon A Star...
After extensive study, the administration
selected Avatar, which is headquartered in
Orlando, as the NHCS customer satisfaction vendor. Avatar’s clients include the
Walt Disney company and Ritz Carleton.
Perhaps one of the greatest factors influencing the decision was the fact that
Avatar does not provide a “pre-packaged”
customer service improvement plan —instead, they work with each organization
to help them tailor a plan to suit their specific needs.
In February 2003, Avatar consultants
reviewed documents, conducted focus
groups and provided an initial assessment
of the customer service culture at NHCS.
In April, customer survey results were
made available through the internet. Plans
for the final NHCS customer service initiative were finalized this January.
In February 2004, around 150 employees, including managers, received training
in customer service concepts by Avatar representatives over a three-day span.
What’s to come? More than simply indicating areas for improvement, Stars in
Action seeks to recognize our own stars by
rewarding employees for outstanding customer service.
So don’t be surprised this May if you
start seeing stars....
AFiresideChat...
Women’s Symposium
of Eastern North Carolina
holds symposium
Martha J. Chesnutt, MD, is board certified in
the specialty of internal medicine. She received her
medical degree from East Carolina University
School of Medicine and completed her internship
and residency training in internal medicine at
Greenville-Hospital System in Greenville, SC. She
joined the Boice-Willis Clinic in September 2003.
M. Linda Hawes, MD is board certified in the
She may not have her own late-night talk show,
specialty of nephrology and internal medicine.
but when it comes to listing the “Top 10,” David
She received her medical degree at the University
Letterman doesn’t hold a candle to Nash Health
of North Carolina School of Medicine where she
Care Systems’ Cindy
also completed her
Worthy.
internship and residency
Worthy, vice presiin internal medicine. Dr.
dent of community
Hawes then completed
relations, presented
her fellowship training in
her own version of the
the specialty of nephrolocomedian’s famous telgy at Duke University
evision “Top Ten” lists
Medical Center. She has
recently at a seminar /
been affiliated with the
meeting of The
Boice-Willis Clinic in
Women’s Network of
Rocky Mount since 1987.
Eastern North
Carolina. Worthy outSarah Daniel
lined ten ways to
Maddison, MD. A
maintain a healthy
native of Rocky Mount,
Dr. Martha Chesnutt
lifestyle when she
Dr. Maddison attended
responds to a question at
moderated the event.
the University of North
the Women’s Symposium of
The Women’s netCarolina at Chapel Hill
Eastern North Carolina.
work is a new organifor her undergraduate
zation to promote the
studies. She received her
involvement of women in Rocky Mount and the
MD degree from the Brody School of Medicine
surrounding area. This organization will provide
at East Carolina University and completed her
opportunities for networking, awareness of cominternship and residency in Obstetrics and
munity involvement, mentoring activities and
Gynecology at the UNC Memorial Hospitals in
socializing. Over 175 women attended the netChapel Hill. She joined the practice of Midwork’s evening program “A Fireside Chat About
Carolina OB/GYN, located in Raleigh, in 2002.
Women’s Health Issues,” featuring a panel of area
“This was an excellent opportunity for women
health professionals who answered questions conto learn how to live a healthier lifestyle and get
cerning a variety of topics including mental
answers to health-related questions,” Worthy said.
health, nutrition, hormone replacement therapy
Nash Health Care Systems sponsored the event
and heart disease.
along with RBC Centura, Boice-Willis Clinic,
Those who participated included:
Poyner Spruill and Bailey’s.
By the way, Worthy’s “Top Ten” tips for living a
Heather Scoggins Ambrose, MD, is a native
healthier life are:
of Rocky Mount. NC. She received her undergraduate degree from the University of North
10) Immunize – best bargain in health care
Carolina at Chapel Hill, her medical degree from
9) Keep moving and exercising
the Brody School of Medicine at East Carolina
8) Eat healthy foods
University. Dr. Ambrose completed her Oncology
7) Control stress
internship and residency at the Medical College of
6) Don’t smoke or quit smoking if you do
Virginia in Richmond. She practices in Greenville.
smoke.
5) Avoid drug and alcohol excess
Deborah Bullock Burnette MA.Ed., LPC,
4) Practice safety
CCAS,CCS. Also a native of Rocky Mount,
3) Enjoy healthy activities: have fun
Burnette received her undergraduate degree in
2) Think well of yourself: a good self image
Social Work and her Mastersdegree in Counseling
1) Promote peace: nonviolent ways to resolve
from East Carolina University. She is a Licensed
conflicts at home, work and in your comProfessional Counselor, Certified Clinical Addicmunity
tion Specialist and Certified Clinical Supervisor in
private practice at Centerpoint Counseling and
For more information on the Women’s Network,
Consultation in Rocky Mount.
visit www.womensnetworkenc.org.
NHCS Spring 2004
◆3
What you don’t know can
hurt you
Nash Health Care Systems participates in
DVT Awareness Month
It is a disease that kills
more people than AIDS
Contact your doctor
and breast cancer ...
if you notice:
combined.
• Pain, tenderness, or
When a blood clot
sudden swelling in
breaks loose from the
the leg
wall of a vein, it can trav• Discoloration or
el to the lungs where it
visibly large veins
may block an artery,
• Skin that is warm
resulting in a pulmonary
to the touch
embolism (PE). A PE is
a complication that can
Seek urgent medical
result from Deep-Vein
help if you experience
Thrombosis or DVT.
any of the following:
Nash Health Care
• Shortness of breath
Systems recently partici• Rapid pulse
pated in DVT Awareness
• Excessive sweating
Month, increasing
or anxiety
awareness and education
• Sharp chest pain
through group seminars
• Coughing up blood
for health care profes• Dizziness or fainting
sionals.
DVT Awareness
Month is sponsored by
the Coalition to Prevent
Deep-Vein Thrombosis.
Its purpose is to raise
awareness of this serious
medical condition
among consumers,
health care professionals,
and government and
public health leaders.
The Coalition is comprised of more than 20
representatives from
nationally known medDeep Vein Thrombosis Awareness Month Pam Chambers with Avent
ical societies, patient
Pharmaceuticals shows a display featuring the dangers of Deep Vein Thrombosis or
advocacy groups and
DVT as a part of her educational program held recently at Nash General Hospital.
other public health
March marked DVT awareness month at Nash Health Care Systems.
organizations.
Deep-vein thrombosis is a medical condition that occurs when a thrombus (blood clot) forms in one
of the large veins, usually in the lower limbs, either partially or totally blocking the circulation. Risk factors for DVT include age, obesity, stroke, major surgery or respiratory failure. In addition to health complications, DVT can result in a pulmonary embolism (PE).
A pulmonary embolism occurs when a fragment of a blood clot breaks loose from the wall of the vein
and migrates to the lungs, where it blocks a pulmonary (lung) artery or one of its branches.
According to the American Heart Association, up to 2 million Americans are affected annually by
DVT, yet 74 percent have no awareness of it. According to the DVT Awareness Month website, DVT
may occur without obvious symptoms. Up to 50 percent of DVT cases present minimal symptoms.
“We are proud to be a part of the national effort to increase awareness about the signs, symptoms and
risk factors of DVT and pulmonary embolism,” said Kim Riddick, RN, staff development coordinator
with the Nash General Hospital Education Department. “With proper medical care and understanding
of the risk factors, the risk of deep-vein thrombosis can be reduced.”
For more information on DVT, go to the website: www.dvt.net
4 ◆ NHCS Spring 2004
IBEX goes live
Employees in the Emergency Care Center now
have electronic patient medical records at the
touch of a finger...and it’s mobile. The new
computer system will streamline the medical
record process in the ECC.
NEW FEATURE
NEXT EDITION
Ask the CEO...
The NHCS Newsline will feature a
new column in its next edition ...
and you’re the one who gets to ask
the questions.
Ask the CEO will give employees
a chance to submit questions for
Rick Toomey, president and CEO of
Nash Health Care Systems. Toomey
will respond to the questions in the
next edition of Newsline.
“We want to know what’s on
your mind and how we can help
our employees and readers stay
informed of various hospital projects and events,” said Jeff
Hedgepeth, director of marketing
and public relations.
Submit your question via interoffice mail to Dawn Wilson in the
public relations office. Questions
may also be submitted via e-mail to
Dawn at [email protected] or by
calling extension 8766.
Nash Health Care Systems
Annual Report 2003
It could have happened anywhere, at any time. It could have happened on
the open plains of Ohio or the sunny coasts of California. But it happened in
Kitty Hawk, North Carolina in 1903.
One hundred years ago, the Wright Brothers realized their dream and
proved that man could fly. Their boundless ingenuity selected a small fishing
village on the North Carolina coast to host their accomplishment, which
opened the doors of aviation.
Historians speculate on the specific reasons for the selection of Kitty Hawk.
There are mumblings of weather patterns, winds and the sand that could ensure a soft landing if needed. But perhaps the reason was something more subtle.
Wide, open spaces and strong, steady winds were only part of the equation.
Wilbur wrote to the local weather station and received a welcoming letter
from William Tate, who was probably the best-educated resident on the
island. He not only assured them of Kitty Hawk’s
favorable
conditions,
but pledged
to help
them in
any way
he could.
Some
believe
that it was
this simple
sign of a community
welcome that gave Kitty Hawk the edge
that etched it into history. The Wright Brothers recognized
much more than aerodynamics—they recognized the importance of community and dedication to teamwork.
As North Carolina and all America celebrated 100 years of flight this past
year, Nash Health Care Systems celebrated successes as well. Interestingly,
these two events share many parallels.
These parallels include the thirst for scientific innovation,
dedication to teamwork, vision for the future and support
for the community.
6 ◆ NHCS Spring 2004
NHCS Spring 2004
◆7
I n n o v a t i o n
The quest for the sky did not start in the sands. It did not start in historic black and white photographs or at
scientific conventions. It started in a bicycle shop in Dayton, Ohio. It started with theory, then continued with prototypes, and finished with tests ...
... and more tests, and more tests.
The Wright Brothers were known for keeping meticulous records and experimenting with different types of wing shapes and sizes.
When the resources were not available to conduct these tests, the brothers simply created their own devices, such as rigging a homemade
wind tunnel to measure the lift of wing prototypes.
Today, engineers have improved on the basic Wright design by only 10 percent. In fact, at the 100-year celebration in Kitty Hawk last
fall, technicians found that recreating the Wright Brothers’ plane and historic flight was challenging to say the least.
Before 1971, the campus of Nash Health Care Systems was an open field, kissed by the sun and not unlike hundreds of other farm
fields dominating the Nash County landscape.
In 2003, NHCS
continued to build
on its reputation for
innovation by introducing other firsts
to our community:
◆ The Rocky Mount
Heartburn Treatment
Center was the first in the
state to use the
revolutionary Bravo
pH monitoring
system, which
uses a small,
electronic
monitoring chip
placed in the
esophagus,
replacing the
older system
of nose tubes.
8 ◆ NHCS Spring 2004
◆ Dr. Christopher Petrus
became one of the first
surgeons in the area—
and one of only about 10
in the state—to offer cryotechnology to freeze and
destroy kidney tumors,
eliminating the need for
removal of all or part of
the kidney.
◆ Dr. Eduardo
Marsigli implemented
another first through a
new technique for hip
and knee replacements.
By using smaller instruments and carefully calculating the angle of
incision, patients are
left with a smaller, 3- to
5-inch scar instead of
the previous 10- to 12inch scar. Patients are
in less pain and return
to a regular schedule
faster.
◆ Dr. Bennie Jarvis, an otolaryngologist, implemented a new use
for the harmonic scalpel by
using it to remove tonsils. The
harmonic scalpel, which uses
sonic vibrations instead of heated
cauterization, causes less pain
after surgery, and allows patients
to return to work faster.
◆ Construction continued on the $25 million
surgery pavilion, which
will provide new operating rooms, a specially
designed pediatric waiting room, patient internet access, an educational auditorium, and
a large fish tank, which
will welcome visitors
and patients. Operating
room employees played
an active role in designing the facility, incorporating their everyday,
hands-on knowledge
into realities that will
benefit everyone.
When the pioneers of NHCS broke ground on a facility that would take them into the future, did they envision the $25 million surgery pavilion that would house state-of the-art surgical techniques? Did they envision patients coming from as far as Canada to seek treatment at the Rocky Mount Heartburn Treatment Center, the first of its kind in the nation? Did they realize that, like the Wright Brothers’
flying experiments, NHCS would lay the groundwork for a series of “firsts?”
Unlike Kitty Hawk, NHCS is accustomed to being a backdrop for firsts. Nash General Hospital was the first all-private room hospital
in North Carolina, and Nash Day Hospital was one of the first free-standing outpatient surgery centers in the country. Nash Health Care
Systems was one of the first hospitals in the country to introduce electronic bedside documentation, and our health care system remains a
nationwide leader in computerized medical records.
◆ Now, patients no
longer have to go out of
the area for a positron
emission technology
(PET) scan. A PET
scan is a diagnostic tool
that provides information about organ function—which can help
doctors diagnose certain
types of cancer, especially cancer of the breast,
brain, lung, prostate,
colon and lymph system.
Previously, the closest
PET scanner was located in Durham. Through
Alliance Imaging, a
mobile PET scanner is
available to patients at
Nash Day Hospital. The
scanner complements the
nationally recognized
comprehensive cancer
services available at the
Nash Cancer Treatment
Center.
◆ Nash Health Care Systems completed the area’s first
parking deck – two-levels specifically engineered so that
it may expand to four levels to meet future growth.
◆ Millions of Americans
suffer from chronic or
acute pain —pain that
makes living an everyday
life challenging. To serve
these patients, NHCS pioneered another first in the
form of the Nash Regional
Pain Center—a comprehensive pain treatment center where Dr. Christopher
Godbout and Dr. John
Tananis implement a variety of techniques to minimize pain ... and help
patients regain control of
their lives.
◆ At the Bryant T. Aldridge Rehabilitation Center,
current and former patients have formed the first
stroke and heart disease peer support group in North
Carolina. Since completing extensive course work, the
patients have used both their knowledge and personal
experience to help others.
In a tradition of
excellence that has
continued for more
than three decades,
NHCS has proven
itself to be a leader
in providing innovative health care
close to home.
NHCS Spring 2004
◆9
T e a m w o r k
Administrators at Nash
Health Care Systems
meet with Avatar representatives to discuss the
NHCS customer service initiative.
Board Members
Laura Earp and
Randolph Holoman
No one can think of “Wright” without “Brothers.” In fact, the phrase “Wright Brothers” seems to flow
together as if it were one word. Neither would have been able to accomplish the goal of manned flight had
he worked on his own. Instead, the brothers complemented each other, with one’s weaknesses compensated
for by the other’s strength. Arguments were based on engineering instead of egos.
In fact, when preparing for the flight that would be forever immortalized in a photograph that would
dominate headlines and history books, the brothers faced a dilemma. Only one person could fly the plane. The other would have to stay on the
ground. Who would it be? Without egos dueling over their innovation, the Wright Brothers made the decision by simply flipping a coin.
Indeed, few people who view that photograph today can say who was at the controls and who was walking alongside the plane. (For the record,
it was Orville at the controls.)
Since its inception, NHCS has valued the critical element of teamwork. Teamwork is recognized as the ability of people to work together to
accomplish a common goal.
In order for teamwork to become standard practice, it must be modeled at the highest level of the organization. Nash Health Care Systems Board
of Commissioners’ members Laura Earp and Randolph Holoman were recognized for their teamwork in board leadership as they received a
statewide honor from the North Carolina Hospital Association. It marked the first time that two award recipients from the same health care system
were recognized in the same year.
The Information Systems Department at NHCS mounted several large projects in 2003 that would not have been possible without the dedication of teamwork. No one was out for glory, no one had an egotistical agenda, and the only goal was the betterment of a system that has kept
NHCS at the forefront of electronic documentation.
The new, web-based Eclypsis system streamlined the financial process of the hospital, combining registration and billing records for greater efficiency. In addition, Eclypsis allows any problems to be resolved on a central server, eliminating the need to work out “bugs” on each individual
computer.
Kronos offered a more powerful method of recording time and attendance, providing managers with a smooth ability to access and track
employee time schedules and work hours, making time and attendance reports easier to generate.
To enhance our reputation for excellence, NHCS secured sophisticated customer evaluation measurements through Avatar International, a
company whose clients include Walt Disney and Ritz-Carleton. Avatar’s unique surveying process individually customizes surveys to measure the
experience of each customer in detail.
10 ◆ NHCS Spring 2004
Avatar’s accomplished reporting process has the lowest margin of error
in the industry. Through the internet, the company provides weekly
updates which managers can access through a password-protected site
any time of day or night. Avatar also enables managers to print out
information and results from specific areas and times —and have the
information available almost instantly. This industry-leading measurement capability provides management with the information it needs to
keep NHCS on course to deliver exceptional customer service.
The Nash Cancer Treatment Center and the Bryant T. Aldridge
Rehabilitation Center continue to rebuild shattered lives in an atmosphere where everyone—from radiology techs to physical therapists to
case workers and physicians—takes a team approach to help patients
not only heal, but thrive. The Nash Cancer Treatment Center recently
received accreditation from the American College of Surgeons, designating it as a comprehensive cancer care center. This designation places
it in the top 20 percent of hospitals nationwide. The Bryant T. Aldridge
Rehabilitation Center also received accreditation from CARF, the
national rehabilitation accreditation commission.
The construction of a new surgical pavilion at NHCS received
nationwide attention recently when it was featured as
the cover story in Advance for Nurses magazine.
Advance for Nurses is a nationwide magazine covering
all aspects of nursing, from educational articles to feature stories. In addition, the story on NHCS was also
chosen by the magazine as one of the top cover stories
of the year and featured in their “best of ” issue.
The story was chosen not because of a fancy new
building, but because of the unique perspective
brought to the blueprints. Members of the operating
room team, from surgeons to scrub nurses to nurse
anesthetists, all had input in the design of the building.
The approach was not only innovative, but also logical: who better to know the needs of patients than
those who care for them every day?
Barbara Hunter is one of
hundreds of local residents
who sought care at the
Nash Cancer Treatment
Center.
Amy Howes, a physical
therapist at the Bryant T.
Aldridge Rehabilitation
Center, helps residents get
a new lease on life.
Shay Ehler (far right), director of surgical services, meets with
contractors to discuss the new surgical pavilion.
NHCS Spring 2004
◆ 11
V i s i o n
f o r
On that day in
1903, it seemed
unfathomable that
Chuck Yeager would
fly an airplane faster than the speed of sound,
that John Glenn would orbit the earth, that
Neil Armstrong would walk on the moon
and that NASA would launch a probe to
explore Mars.
The Wright Brothers laid groundwork for
an endless horizon, and realized that the aviation age was only beginning. They prepared
the canvas and, through the years, men and
women affixed their own colors and signatures, creating the work of art that has
become the future. For more than 32 years,
NHCS visionaries have been contributing to
the evolving masterpiece of health care in our
community.
In 2003, the Nash Health Care Foundation
was formed. The Foundation’s mission is to
extend the scope of good health and wellness
into additional facets of the community
through programs and disease and injury prevention. To begin its quest, the Foundation
prepared for its first major fund-raising
event—a Turbo Turtle Trek on the Tar, where
participants can “adopt” plastic turtles which
will race down the Tar River, giving the participant a chance for prizes. The inaugural
event is scheduled for May 15, 2004.
The beneficiary of the fund-raising drive is
Wellness for Kids, which seeks to educate
young people about good health habits—
habits that foundation leaders hope will last
a lifetime.
Foundation Executive Director Don Mucci
said that the Foundation is key to improving
the health of the community, citing the
nationwide health problems of child obesity
and type 2 diabetes as some of the healthrelated challenges young people face.
“We wanted to do something that would
touch every facet of the community,” he said.
“Children are our future, and to build a
healthier community, it is important that
we provide children with the skills,
education and resources they need to
become healthy adults and pass this
knowledge on to their own children.”
12 ◆ NHCS Spring 2004
t h e
Nash Health Care
Foundation
In its first full year
of operation, the
Nash Health Care
Foundation received
$28,209.63, which
will go toward several
programs geared to
improve the health
of area citizens. The
Nash Health Care
Foundation seeks to
extend the scope
of good health and
wellness into additional facets of the
community through
programs and disease
and injury prevention.The Foundation
would like to thank
the following 2003
donors:
A. Askew
Ben Askew
Barbara Barlow
Robert Bass
Ralph Batchelor
Jeff Batts
Janice Beckham
Mr. and Mrs. Cam Blalock
William Bobbitt
Boice Willis Pediatric Staff
Albert Bost
W. Boswell
Candace Brantley
Charles Brantley
David Brantley
Wilmer “Sonny” Brantley
Rodney Brown
Jane Bryant
Jimmy Bryant
Richard Bryant
Faye Bunn
Florence Bunn
Linda Bunn
Bob Burnette
Harriet Buss
Anita Carlton
David Cary
Keith Cochran
Eileen Collins
Dan Cone
Joyce Cooper
Russell Crews
William Crews
George Dail
Eric Dawson
Donnie Deans
Lerlene Deans
Mary Debnam
James Denton
f u t u r e
George Dickson
John Dinan
Dixon Associates Consulting
Engineers, Inc.
Neal Drummond
Annie Earp
Laura Earp
Edgecombe County Farm
Bureau
Frank Edwards
Ron Erichson
Rebecca Ferrell
Dorothy Fisher
Grace Foster
Linda Frazier
Tom Freeman
Beth Gore
Connie Gorham
Virginia Griffin
Rick Guarino
Faye Hall
Elma Harper
Barney Harris
Charles Hathaway
Frances Hedgepeth
Sylvia Herbert
Jimmie Hinton
James Holland
Randolph Holoman
Jesse House
Mark Hucks
Ryan Jackson
Ralph Johnson
Steve Jones
Gregory Joyner
John Keller
Carlton Kemper
Steven Kent
Kel Landis
Earl Langley
Legal Aid of North Carolina
Bennett Lewis
Berry Lewis
Charles Little
James Little
Jerry Little
Timothy Little
Richard Loritsch
Thomas Looney
Ida Lynch
Edward Manning
Erwin Massengill
Linday McCoy
McCulloch England Associates
Virginia McLauchlan
Graham Mercer
Miriam Lamm’s Sunday
School Class
Donald Mucci
Sylvia Neely
Nickolas B. Boddie Sr. and
Lucy M. Boddie Foundation
R. O’Dell
James Oates
Opie Pace
Mary Padgett
Eugene Paige
Sandi Paige
Kathryn Perkinson
Luke Phillips
Ernest Pittman
William Pollard
Dale Pridgen
Gail Robbins
Rocky Creek Baptist Church
Rocky Mount Medical Park
Pharmacy
J. Rodwell
Thomas B. Rogers
Allen Rose
David Rose
Lula Shackelford
Richard Shelton
Jean Sherron
R. Spencer
Ben Strother
Roger Taylor
Tommy Thompson
James H. Thorp
Nancy Thorson
Richard Toomey
Richard Trottier
Fred Turnage
James Vaughan
Gordon Vestal
Hubert Vester
Sandra Vick
Bradford Weisner
Robert Whitmore
Charles Williams
Johnnie Williams
Elizabeth Woody
George Worsely
Robert Worthington
Craig W. Worthy
Robert Zalzneck
NHCS Spring 2004
◆ 13
S e n s e
o f
c o m m u n i t y
The Wright Brothers’ experiments became
This year, the Christmas generosity of NHCS’ employees filled an
somewhat of a curiosity in Kitty Hawk. The
entire conference room with toys, food and clothing for needy families
brothers formed a close bond with the locals and
in the community. In addition, employees and administrators volunoften viewed their trips to the North Carolina
teered to ring in the season by manning the donation kettles for the
coast as vacations. It is easy to imagine the first
Salvation Army. While many employees participated in these projects,
airplane drawing the curious attention of onlookers, the imagination of
other departments and floors throughout the hospital held their own
children, and enough excitement
charity drives to meet the needs
to fuel a generation of aviators.
of patients, patients’ families and
Kitty Hawk may have been
those whose homes were damsmall, rural – practically
aged by fire.
unknown. But for one day in
Hospital volunteers donated
December of 1903, it was the
thousands of hours – and thoucenter of the world.
sands of dollars – in service to
Like the Wright Brothers,
the hospital each day. Through
NHCS understands the importheir generosity, the Nash
tance of community because our
Cancer Treatment Center purmission to build a healthier comchased additional patient educamunity is the cornerstone of all
tional items, the Education
Junior volunteer Nastasia Wagner lends a hand by working in the NHCS Gift Shop.
that we do. Free cancer screenDepartment secured a pediatric
ings have detected malignancies that may have otherwise gone untreat“crash cart” to use for emergency training, and tuition was paid for an
ed. Free blood pressure screenings were offered monthly, and NHCS
Emergency Care Center nurse to receive special training to help chilemployees participated in fund-raising events such as the “Relay for
dren who are victims of physical and sexual abuse.
Life” and the “American Heart Walk.” Employees participated in other
events as well, proving that caring for others is not just a full-time job,
but a philosophy of life. The United Way, American Red Cross, and
Exercise specialists with the HealthFirst rehabilitation and fitness center of Nash Health
the American Diabetes Association are some of the many organizations
Care Systems, run the 5-mile American Heart Walk to raise awareness and funds for the
that have benefited from the involvement of the NHCS team.
American Heart Association.
14 ◆ NHCS Spring 2004
Emily Ellis, rehabilitation therapist, and her friend Jay Cooper enjoy the festivities at the Brdige program Easter celebration at the Bryant T. Aldridge
Rehabilitation Center.
An annual tradition, volunteers donate stuffed animals to the Emergency
Care Center to be used to comfort children during an emergency. From left
are volunteers Jaclie Ward, Cindy Crowder, Molly Lankford, Irene Moss
and Duenda Zwanziger.
Some would say that exploration is a waste, that the age of imagination and innovation have long since passed, that men no longer dare to dream big dreams.
But those are the cynics who don’t realize that many accomplishments go unnoticed every day, building the blocks of a community into a firm foundation on which
it can stand and thrive. Those are the ones who don’t realize that a team of dedicated professionals cannot only make the community a better place, but even redefine
our definition of community to include all ethnicities, and all economic levels.
Those with firsthand experience at NHCS know the truth – that a caring community hospital
dedicated to excellence can transform lives. Those transformed lives include: Herman
Myrick, whose kidney was saved through Dr. Petrus’ innovative cryo-surgery;
the smiling faces of children who attended the annual pediatric Christmas
party and William Ward and Charles Brown who found new life on the
road to physical rehabilitation. Other lives are rescued from addiction and
the pain of mental illness. Still others received a much-needed smile or hug
when facing treatment for cancer.
Anyone who doubts that one dream can transform the world needs
look no further than the sandy shores of Kitty Hawk, where man
learned he could fly. For the vision of a healthier community, one needs
to look no further than NHCS, where a group of visionary community
leaders enables the entire community to soar.
NHCS Spring 2004
◆ 15
ASSETS
Current assets
Capital assets, net
Other assets
2003
$ 56,893,447
105,656,381
101,230,917
2002
$ 38,076,386
90,849,856
63,354,979
Total assets
263,780,745
192,281,221
Current liabilities
Other liabilities
Total liabilities
Total net assets
33,366,501
57,009,966
90,376,467
173,404,278
26,953,195
2,184,111
29,137,306
163,143,915
Total liabilities and net assets
263,780,745
192,281,221
REVENUE and EXPENSES
Total revenue
Total operating expenses
Income from operations
Total nonoperating revenue, net
150,345,441
147,637,366
2,708,075
7,552,288
144,618,533
137,227,666
7,390,867
2,135,301
10,260,363
9,526,168
Increase in net assets
16 ◆ NHCS Spring 2004
Southern Nash
Leadership
Consortium
Examines Health
Care Needs
Surgery Pavilion Opening
Is A Time For Celebration
Health Care Leadership Dr. Rick Guarino, vice president of medical affairs and chief medical officer at Nash
Health Care Systems, explains the health care challenges facing a continually growing southern Nash County.
Members of the southern Nash County leadership consortium recently discussed how to meet the
expanding needs of a community poised for growth—-including how to respond to the rising demand
for health care services.
Dr. Rick Guarino, vice-president of medical affairs and chief medical officer of Nash Health Care
Systems, and Dr. Bob Hartley, CEO and CMO of Boice-Willis Clinic were featured speakers at the
symposium, held at Spaulding Family Resource Center in Spring Hope.
There are several reasons why growth will occur in the “western corridor” area of Nash County. First,
the completion of the Knightdale bypass at US 64 and the I-540 extension will expedite commutes for
residents who work in the Triangle. Second, the rising cost of land and housing in the Triangle may
cause families to relocate to Nash County. Third, many want to raise their children or retire in a more
relaxed, rural environment. The “western corridor,” is an area of southern Nash County incorporating
areas of Spring Hope, Middlesex and Bailey.
“Community decision-making is a strength that can be applied to the problem of ensuring access to
health care. A good starting point is a community self-assessment, like we are doing, that brings together
local leaders to take inventory of the community’s health care needs and resources,” Hartley said.
Guarino and Hartley spoke about the challenges of providing health care in a growing community,
from physician recruitment to wellness programs to responsible use of health care resources.
“Rick Toomey, president of Nash Health Care Systems, and myself have been participating in a
group that is looking at these issues nationally,” Hartley said. “North Carolina was one of eight states
that was the focus of discussion involving providers and consumers.”
Three key objectives emerged in the discussion: to provide equity and universal access to health care,
to develop patients’ sense of personal responsibility for their health and the cost of their health care, and
to promote community engagement in health policy issues, Hartley said.
“The delivery of health care services takes place at the local level, between an individual patient and
his or her health care practitioner,” he added. “Everyone should have a primary health care home. This
would help ensure that all individuals can access care in an appropriate setting. Ideally, it is a primary
care practitioner, like a family physician, who sees the patient on a consistent basis, knows the patient’s
medical background, and has a relationship of trust and open communication with the patient.
“This primary care provider would help ensure access to other services needed including specialty
care. Today, a large part of the population utilizes urgent care and hospital emergency rooms as their
health care home. This is not appropriate or cost-efficient and does not allow for any continuity of care
or any coordination of care for patients with multiple chronic illnesses.”
Wellness programs, such as those held at the Spaulding Family Resource Center, have a profound
impact on improving the health of the community.
The leadership consortium will continue to discuss issues facing southern Nash County in the
upcoming weeks. For more information, contact the Spaulding Family Resource Center at 478-7656.
It was about 51 years ago that Drs. Watson and
Crick discovered the intricate structure of DNA.
DNA serves as a blueprint for who we are.
Contained in its microscopic structures are the
building plans for a human being, with instructions for our eye color, height, race and gender.
At Nash Health Care Systems, we have been
using a few blueprints of our own. Like DNA,
these blueprints help us discover who we are, and
how we can improve the health of our community.
When we broke ground on our surgery pavilion
in 2001, we were responding to the growing needs
of our community. We are very excited about the
opening of our new surgical pavilion, which will
enable us to continue to provide outstanding medical care, close to home. Our older operating rooms
have served us well, but have been in use since the
hospital opened in 1971. This facility incorporates
the best of medical science with the personal time
and attention our patients deserve. The pavilion
demonstrates our desire to treat the whole person —
not only healing the body, but seeking to ease the
mind by providing comforts such as relaxation
music, more comfortable operating tables and a special pediatric waiting area.
In addition, the new surgery pavilion will enable
everything to be located in one place. Patients can
get pre-operational lab work, EKGs and other procedures at the pavilion instead of having to visit
tseveral other facilities. In addition, the surgery
pavilion will provide a comfortable, relaxed atmosphere for you and your loved ones. A special waiting area will enable physicians to keep your loved
ones informed of your progress. We’ve also added
some aesthetic benefits — such as access to soothing
music and a large fish tank which will welcome
visitors and patients as they enter the new facility.
These additions are more than just an exercise in
interior design, but decor that will ease the anxiety
and provide comfort to those seeking treatment.
We hope you take advantage of the opportunity
to view the facility at an open house on May 2
from 1:30 to 4 pm. Thank you for helping us continue to build a healthier community.
Richard K. Toomey
NHCS Spring 2004
◆ 17
There are several different “adoption” packages available. These
include individual turtle adoptions,
or the chance to adopt an entire
herd. These packages include:
VIT (Very Important
Turtle) $100
25 turtle adoptions; one
event t-shirt
Herd of Turtles $50
12 turtle adoptions
Tub of Turtles $25
6 turtle adoptions
One Turtle Adoption
is $5
Turbo Turtles Ready
To Spring IntoAction
On May 15 from 2 to 5 p.m., the Tar River will be transformed into an aquatic speedway as green, plastic Turbo
Turtles race toward a finish line for the first annual Turbo
Turtle Trek on the Tar at Sunset Park. The Trek is a fundraising event for the Nash Health Care Foundation.
Net proceeds from the event will go toward Wellness
for Kids, a series of educational programs designed to
improve the health of local children.
And if the turtles aren’t turbo charged enough for you well, there’s
always a Turbo Cruiser Convertible. Everyone who “adopts” a Turbo
Turtle will have a chance to win a PT Turbo Cruiser Convertible.
The Nash Health Care Foundation seeks to extend the scope of good
health and wellness into additional facets of the community through
programs and disease and injury prevention. Funds from
the foundation are not used to supplement the budget
For
more information
of Nash Health Care Systems.
call 451-3353 or
For $5, anyone may adopt a plastic “Turbo
visit our website at
Turtle,” which will then be tagged and raced down
www.nhcs.org.
and click on the
the Tar River. Those who adopt turtles will have a
Turbo Turtle icon.
chance to win several prizes, including:
The Nash Health Care
Foundation would like to thank
the following sponsors for making
this event possible:
Bill England Associates Architects
Rodgers Builders
Nash Health Care Systems
RBC Centura
YMCA
Crown Carriers
Battle, Winslow, Scott & Wiley
Wachovia Bank
Consolidated Diesel
Southern Credit Adjusters, Inc.
The Rocky Mount Telegram
Cox Communications
The City of Rocky Mount
WNCT- Oldies 107.9
618◆◆NHCS
NHCSSpring
Spring2004
2004
A $5,000 grand prize.
A second place $1,000 prize.
A third place prize of $500.
A fourth place prize of $250.
By Larry Peck
Do you use
CPAP or
oxygen to
help you
sleep?
If so, the
Special
Medicine
Department
is offering the
following
series of
CPAP clinics
at Nash
Health Care
Systems:
May 18
in dining room #3
from 7 to 8:30 p.m.
July 20
in dining room #3
from 7 to 8:30 p.m.
Sept. 21
in dining room #3
from 7 to 8:30 p.m.
In addition, a CPAP
bazaar, featuring a
variety of CPAP
equipment, will be
held on Nov. 16 in
the cafeteria. For
more information or
updates, please call
the Special Medicine
Department at:
443-8025.
Housekeeping
numbers
For all of the
hospital linen and
housekeeping
services,
24-hours-a-day,
seven-days-a-week,
the staff can page
212-2861.
It’s easy to bend the rules. I confess, if
I get pulled for speeding, the first thing I
hope for is that the officer will be lenient
and let me off with a warning, hoping
that, even though I was speeding, for just
this once I can get off the hook. For just
once, this rule wouldn’t apply to me.
I’m not saying that I speed, or that I’m
always looking for an excuse to get out of a traffic ticket,
but rather that rules are always there for a reason, and if
exceptions are made–whether for managers or employees–it defeats the purpose of having rules. To do anything less would be
to use a double standard–i.e. requiring
someone else to follow various policies
and procedures yet
claim that you are
exempt from it. The
problem with double
standards is that they
often lead to double
trouble.
In the hospital’s
Communications
Department (which I
supervise), we have a
standing policy of
“no chewing gum.”
Our folks primarily
answer phones and
greet the public, so
our policy eliminates
the possibility of
offending
callers/guests as a
result of unsightly
chomping or unprofessional smacking
and popping. Now
I’m sure that there
are probably folks
that would be able to
chew gum quietly, to
slide it over to the
corner of their
mouth, and do it
with such discretion
that visitors may not
be able to tell they
were chewing gum at
all. But the ramifications would be predictable. It would be
like saying it was
okay to drive 70 in a 55 mph zone if you were a good
driver. A double standard is when you expect someone
else to follow a rule, but yet think that you are exempt
from following it yourself. If one person has to adhere to
the rules, then everyone should–no matter what their
position. A double standard evokes grievances about
unfairness or “if he can do it, why can’t I?” It’s a lot easi-
Best Foot Forward
er to simply enforce a
policy of “no gum.”
But is there ever a
time when a double standard is okay?
Every person who
works in a service-oriented position must acknowledge the fact
that there are occasions when a double standard is not
only acceptable, but appropriate practice. The standard
of courtesy to which I am held does not change just
because a caller or guest might be rude or obnoxious.
The patience that I
extend toward a customer must not
diminish just because
he oozes with impatience. As a member
of the service community, I must recognize and embrace the
principle that another’s ugly behavior
rarely justifies
unpleasantness on my
part. While we would
like for everyone to
follow the rules of
general courtesy, as a
customer service representative, I am
required to be courteous. The caller is not.
The caller does not
have to follow the
same rules I do–and I
should not get upset
if they don’t. This
time, the double standard is OK.
If you need an outlet for how frustrating
folks can be at times,
then write it in a
book. I’m entitling
mine, Let Me Go Get
a Pen, in honor of all
the people who forgot
to have pen in hand
when calling to ask
for information. I’ll
also guarantee you
this–not one of those
callers was ever made
to feel that I had
been inconvenienced
(even though I had to wait); not one was ever treated
ungraciously (even though I had to bite my tongue a
time or two); not one ever got the “Oops, we were disconnected” treatment.
The
Double
Standard
There is a double standard; and this time, it’s OK.
NHCS Spring 2004
◆ 19
In theSpotlight
Susan Wood, LPN
Wood received her training at Halifax
Community College.
“The LPN program was new at the
time, and I thought it was very interesting and something I wanted to study,”
she said.
Wood has been a nurse since 1975
and has been an Occupational Health
nurse for the last seventeen years.
“I enjoy working with employees, and
the fact that, through the mandatory
TB tests and other requirements, that
I will get to meet and help all our
employees, as well as new ones,”
she added.
You could call it their very own personalized birthday greeting.
Employees receive an e-mail greeting the month of their birthday, reminding them that it is time to take their annual pilgrimage to the Occupational
Health Department for a TB test. A TB test screens for tuberculosis, a dangerous lung disease. Federal requirements mandate that hospital employees
are screened for TB once a year. Occupational Health employees ensure that
all these mandatory requirements are met ... by every employee.
But when employees go to the Occupational Health Department to get a
shot or a needle prick or even a blood pressure check, they may not realize the
work that goes on behind-the-scenes ... the work that enables them to take
care of others, because occupational health care workers take care of them.
Behind the helm are Jackie Atkinson, RN, BSN and Susan Wood, LPN.
While not a substitute for a clinical physician’s office or a family doctor, the
Occupational Health Department offers services to employees including
blood pressure checks and flu shots. The office also conducts pre-employ-
ment and post-accident drug screenings.
“Every person who works at this facility comes through our office,”
Atkinson said. “This includes volunteers, junior volunteers, contract employees and temporary employees.”
Their tasks also include workman’s compensation issues and providing
hepatitis immunizations.
“We care for them so they can care for others,” Atkinson said.
Caring for employees also means catering to the large amounts of paperwork required. Since Wood and Atkinson are the sole members of the
department, that means everything from secretarial memos and project
reports to meticulously detailing every job completed that day. In addition,
they also handle requests from employees who want their occupational health
records transferred to a university, school, or another health care system.
In 1998, Employee Health changed its name to Occupational Health to
focus more intensely on the occupational issues as opposed to personal med-
Teamwork is the key ingredient in a successful health care system. Teams from many different disciplines join hands to produce the quality service that builds a healthier community. These hands may be used for taking blood pressure or chopping vegetables–at any rate, they are all a part of the patterns of the quilt that makes Nash
Health Care Systems an organization of distinction. But how much do you know about your neighbors in other departments?
20 ◆ NHCS Spring 2004
Occupational Health Caring for the Caretakers... So They Can Care For Others
Jackie Atkinson, RN, BSN
Atkinson received her nursing
degree at East Carolina University and
began her career as an OR nurse.
Several years later, she turned to occupational health and has been working
at Nash Health Care Systems as an
occupational health nurse since 1997.
“It is such a wonderful way to feel
that you are making a difference. That
what we do directly contributes to the
health and well-being of our employees,” she said. “Remember that we do
all we do to keep you healthy so you
can do what you do.”
ical issues. This allows Atkinson and Wood more time to monitor employee
compliance and keep track of the latest federal mandates.
Dr. Rick Guarino, vice president of medical affairs at Nash Health Care
Systems, is the medical director of Occupational Health.
“Our Occupational Health nurses are important members of the health
care team at Nash Health Care Systems. We are so fortunate to have nurses
who are enthusiastic and dedicated to our employees.”
But what would a busy day be without making holidays a little fun?
It’s not unusual to see Wood and Atkinson dressed in the latest Halloween
finery, providing–in addition to a flu shot–a smile and a photo op.
Occupational Health has even gone “mobile”–taking their services to areas of
the hospitals where employees may find it difficult to get to their office.
“There is no ‘typical day’ in Occupational Health,” Wood said. “You have
to be flexible. Flexibility is the key.”
D
I
D
Y
O
U
K
N
O
W
.
.
.
Last year, the Occupational Health Department gave 2,648 TB tests.
Last year, the Occupational Health Department gave 895 flu shots.
The Occupational Health Department also performs post-accident
drug screens.
The Occupational Health Department sees an average of 630
employees a month for a variety of reasons—including TB tests
and blood pressure checks.
This “In the Spotlight” feature in each edition focuses on one department, providing information and insight into not only what they do, but who they are. If you
are interested in featuring your department, contact Dawn Wilson in the public relations office at ext. 8766.
NHCS Spring 2004
◆ 21
Hospital Happenings
How Sweet It Is!
These Nash Employees
Are Real Sweethearts
The Service Excellence committee of Nash
Health Care Systems recently sponsored a
Sweetheart Contest where different departments
could nominate employees for the title of
“Department Sweetheart.” The recognition
was a way to reward outstanding employees.
Special delivery
Mary Strickland of the Women’s Center has the
latest scoop on sweet treats. Employees recently
got to create their own sundaes as a part of the
Nash General Hospital Cafeteria’s annual
February Freeze - a special treat that has become
an annual favorite.
Soul food
Gail Forbes (left) and Dorothy Whitaker (right)
serve a helping of history as a part of the Nash
General Hospital Cafeteria’s Black History Month
celebration. The event featured traditional AfricanAmerican cuisine.
Soups on!
Linda Prezioso, left, and Gina Champion of the
Emergency Care Center beat the winter blahs
with piping hot cups of homemade soup. One
dollar provided a sampling of some of the best
culinary delights around–and all proceeds went
toward the Relay for Life, a fund-raising event for
the American Cancer Society. By the end of the
day, around $70 was raised for the relay.
Stellar service
Vicki Whitley, (left), manager of the Emergency
Care Center, and Sandra Todd-Atkinson (right),
president of Nash Day Hospital, accept the Stony
Creek EMS John James award. The award recognizes outstanding cooperative efforts between
health care facilities and EMS organizations. Nash
Health Care Systems was honored with the award.
Duke Endowment Grant
Cindy Worthy (second from right), vice
president of community relations, presents
a check to local EMS workers as a part of a
Duke Endowment Grant. The grant will
help local EMS workers update software
for PDAs which are used in the field to
transmit important medical information
to hospital emergency rooms, saving precious minutes which equal saved lives in
an emergency. With Worthy are, from left,
Scarlett Atkinson of West Edgecombe;
Brian Brantley, Nash County emergency
services director; George Winsted and
Ricky Turner of Stony Creek EMS.
22 ◆ NHCS Spring 2004
The winners were:
4th Floor Nancy Campanelli
IV Therapy Emma Collins
3rd South Delia Joseph
Pediatrics Monica Blanchard
ICCU Ernestine Perry
Dialysis Lorene Whitehead
Women’s Center Cheryl Countee
Public Relations Tracy Hoefling
HIM Connie West
Education Debra Medlin
Human Resources Marilyn Lynch
Business Office Linda Thorpe
Accounting Lisa Beane
Care Management Nick Alexander
Nursing Administration Janet Curtis
Dietary Brenda Jones
Environmental Services Della Hooker
Plant Services Evelyn Joyner
Laboratory Dr. David Eckert
CCU Peter Koerner
Cath Lab Mildred Battle
NDH Pre-Post Op Diane Cherry
Endoscopy Cheryl Joyner
NDH Operating Room Micheal Johnson
Nash Cancer Treatment Center Bruce Collins
NDH-Rehab Services Debbie Helmer
Operating Room Shay Ehler
Central Sterile Ella Hansen
Pre-Op Marlene Everette
Recovery Jane Davenport
Radiology Gray Summerlin
NGH-Rehab Erin Agan
Pastoral Care Sammy Crumley
ECC Otis Barnes
Coastal Plain Hospital Jean Hiatt
BTAR-Therapist Office Roy Logan
BTAR- Nursing Vonda Summerlin
Pain Center Melissa Sauls
Infobytes
by Gail Parrish
Recently the hospital put together a Recruitment and
Retention Committee to review our current efforts and
explore new and different ideas. The committee is made
up of the following employees:
Steve Jones - Radiology
Andrea Milks - Rehabilitation services
Lisa Rogers - Special medicine
Sam Pittman - Triage services
Evangeline Grant - Nursing services
Nancy Evans - Human resources
Jennifer Vester - Nursing services / CPH
Joe Gibson - Pharmacy
Doris Johnson - Nursing services / NGH
Brenda Davis - Nursing services /NGH
by Jamie Parsons
Vicki Whitley - Nursing services / NGH.
The committee had its first meeting in March and has already started on
some new ideas. If staff have suggestions for recruitment and retention initiatives, please feel free to contact one of the committee members to share
your idea and have them bring it to the committee meetings.
The purpose of the committee is to meet on a regular basis and evaluate
existing ideas for effectiveness as well as explore new ideas to help meet our
current and future recruitment and retention needs of our staff. In addition
to listening to our staff, the committee has several tools to help them. One
example is the American Hospital Association’s publication “Workforce
Ideas in Action.” This publication lists different hospitals from all over the
United States and what they are doing for recruitment and retention. It is
already in its third printing and provides some very useful information to the
committee. The committee members will be meeting on a monthly basis
and look forward to revitalizing some of our current programs as well as
coming up with new ones. Again, if you would like any information about
this committee, please contact one of our members for more information.
Investing
in
Employees
The Basic Retirement Plan
The employee Basic Retirement Plan makes it possible for each full-time
employee to build a more secure future. Full-time employees become eligible for the plan on the first day of employment. The plan basically provides
for retirement benefits in lieu of social security for all full-time employees,
so that upon reaching retirement age, you can receive a steady monthly
income.
The Basic Retirement Plan is designed to provide retirement income
when an employee retires. Money can only be taken out of this account for
retirement or disability. There are no hardship distributions from this
account.
Each pay period the hospital contributes 7.65 percent and you contribute 7.65 percent to your retirement account—-just as you and your
employer would do if you were in Social Security.
Your Basic Retirement Account has a vesting schedule for the money
NHI puts in your account. Money that you put in your account is 100
percent vested immediately. The vesting schedule for money NHI puts in
your account is as follows:
First year
0 percent
Second year
0 percent
Third year
30 percent
Fourth year
40 percent
Fifth year
100 percent
In 2003, the Basic Retirement Plan had a return of 23.57 percent. For
more information, contact the Human Resources Department at extension
8715 or 8264.
Nash Health Care Systems began 2004 with yet another
technological advance on January 11 when the Kronos
Workforce Central time and attendance system went into
production. New Kronos clocks were installed and as a
result, make it easier to record employee work time. No
longer do clocks have to “poll” at night to make the previous day’s punches available for viewing and editing by the
Department Manager. Kronos clocks brought “real-time” to Time and
Attendance, a steady stream of clock data flowing from the clocks into the
system makes punches and other transactions accessible in minutes, if not
seconds.
There was a tremendous amount of time and effort that went into the
implementation of Kronos here at Nash. It is a massive undertaking to
implement a system that affects every employee in the hospital. Many
thanks go to the members of the Kronos Core Team, made up of
department representatives, IS analysts, IS technical people
and maintenance, who spent countless hours meeting,
planning, deciding, testing and helping do the seemingly endless list of tasks necessary to ensure a
smooth transition to the new time and attendance system. This implementation is truly
an example of superb teamwork and what
it can accomplish, even in a tight timeframe. Nash General Hospital
Radiology, NGH Lab, NGH OR,
ICU, Pediatrics, IV Therapy, BTAR
Nursing, CPH Triage are the brave
pilot groups who completed payrolls on both the old system and
the new one for numerous pay
periods to assure the accuracy of
the new system. It was a job well
done by this entire Core Team.
New interfaces between our Lawson
Payroll system and the Kronos Time
& Attendance system were developed
and thoroughly tested by doing several
parallel payrolls.
Kronos presented a unique opportunity to give every employee a network ID
and password. This grants electronic access to
his/her timecard, allowing employees the ability
to review their timecards electronically whenever
they wish. There is the ability to access timecard
information from one’s own PC or from one of the three
kiosks available at BTAR, CPH or the hospital cafeteria. Based
on department manager approval, some employees enter their own
PTO and “Approve” their timecards electronically. The assignment of a network ID to every employee sets up a framework within which the same network ID and password can be used to access multiple systems, a universal
application ID and password. With the implementation of Kronos, the
electronic “Sign-Off” of timecards by department managers makes yet
another effort to curb paper usage come to pass at Nash. Managers are no
longer required to print a paper copy of timecards for sign-off. Retention of
electronic timecard data is enhanced by the implementation of Kronos.
Timecard data remains available for viewing online after the pay period is
closed. One of the next steps is to acquire and implement a Kronos
Archiving tool which will store historical data beyond the 3 years that will be
retained online.
Kronos
Comments and suggestions regarding Kronos are welcome!
Gail Parrish
Kronos Project manager
NHCS Spring 2004
◆ 23
V
olunteers: Planting the seeds of kindness
Nash Health Care Volunteer Auxiliary Officers
The 2004 officers for the Nash Health Care Systems Volunteer Auxiliary are: (front row,
from left) Marion Sawyer, junior volunteer committee chairperson; Gertrude Kennedy,
president; Leigh Johnson, vice president; Evelyn Medford, publicity chairperson; Cindy
Crowder, membership chairperson; (back row, from left) Jackie Chicoine,treasurer; Peggy
Williams, hospitality committee chairperson; Dawn Holleman, secretary; Eleanor O’Keef,
gift shop committee chairperson; and Jackie Ward, past president and historian.
When you hear the phrase “five-star,”
you may immediately think of a fancy
hotel or gourmet restaurant. But at Nash
Health Care Systems, the Volunteer
Auxiliary has captured a few stars of their
own.
The auxiliary was recently recognized
as a five-star organization by the North
Carolina Society of Volunteer Auxilians.
The five-star recognition is one of the
highest honors the society confers.
In 2003, volunteers at Nash Health
Care Systems contributed 15, 575 hours
of service to the hospital. From April 18 24 Nash Health Care Systems will celebrate National Volunteer Week with the
theme “Volunteers Plant the Seeds of
Kindness.”
These seeds of kindness grow to affect
every area of the hospital. Cancer patients
24 ◆ NHCS Spring 2004
can receive additional education thanks
to a new VCR and TV volunteers provided to the Cancer Resource Center at
the Nash Cancer Treatment Center.
Volunteer funding also supplied the
Education Department with a pediatric
“crash” cart, which will be used to train
health care workers. In 2003, volunteers
also paid tuition for an Emergency Care
Center nurse to receive specialized training in helping children who are victims
of abuse.
“In many cases, these things would not
have been possible without help or funding from our volunteers,” said Lita
Watson, volunteer services coordinator.
“We raise funds through various activities, including book and jewelry sale
fund-raisers, which will be coming up
this spring and summer.”
Shall we dance?
John Chicoine wasn’t expecting to be one of the featured
dancers during the Volunteer Awards Banquet held recently
—but Chicoine demonstrates that he can cut the rug with the
best when singer Patsy Gilliland asked him to dance.
Gilliland provided the entertainment at the event.
The following
volunteers
were recongnized for their
outstanding
service to
Nash Health
Care Systems.
Grace Batchelor
Volunteer Events
Edna Burnette
Volunteers have continually participated in
events throughout the year that raise
money for hospital projects. For information on the latest volunteer events, visit the
Nash Health Care Systems website at
www.nhcs.org or call 443-8462.
100-499 hours
Anna Rush
Johnetta Arrington
Doris Reed
Mavis Armstrong
Barbara Rackley
Gloria Alston
Margie Turner
Martha Alexander
Tommy White
Gary Batts
Retha Farmer
Tina Jernigan
Patsy Manning
Evelyn Medford
Margaret Pridgen
Beverly Adcock
Winifred Chocklett
2000-2999 hours
Shireen Davar
Jane White
Grover Edwards
Jackie Chicoine
Cindy Foxworth
John Chicoine
Nancy Grier
Gertrude Kennedy
Dawn Holleman
John Lease
Sylvia Hull
Virginia Meeks
Dorthy Jones
Eleanor O’Keef
Leigh Johnson
Marjorie Taylor
How
do I
become a
volunteer?
ks
o
Bo un
F
e
r
A Fair
k
o
o
B
Molly Lankford
Frances Long
3000-3999 hours
Norwood Pirkey
Ollie Briggs
Doris Phinizy
Bill Stanley
Sherry Porter
Ann Sumner
4000-4999 hours
Peggy Williams
Marie Boone
Beatrice Watson
Patsy Ferebee
Duenda Zwanziger
Marion Sawyer
Becky Young
5000-5999 hours
500-999 hours
Charlotte Gunn
Mavis Cash
Rose Arrington
6000-6999 hours
Cindy Crowder
Suzanne Hassell
Wilma Dancy
Lee Grier
10,000- hours
Uteen Hargrove
Jackie Ward
Maeta Joyner
12,000-12,999 hours
1000-1999
Lillian Whitley
“We always welcome new faces
to our pool of volunteers,” said
Lita Watson, volunteer services
coordinator. “Becoming a volunteer is a great way to meet people
and make a difference in our
community.”
At Nash Health Care Systems,
volunteers help with a variety of
activities, from delivering patient
mail to discharging patients to
working in the gift shop. In addition, they also lend support to
several fund-raising activities
throughout the year, including a
book sale and jewelry sale. Money
from these events is used for hospital projects.
Those who are interested in
becoming a volunteer with
NHCS should contact Watson
at 443-8462.
Money raised
from this event will
go toward hospital
projects.
April 13 from 10 a.m
to 5 p.m. April 14 from
7 a.m. to 3 p.m Nash
General Hospital
Cafeteria
5
$
Phantasia
Jewelry
new
Sale This
fund-raiser
makes its debut this year–featuring all jewelry priced at $5.
June 29-30 from 7 a.m. to 4 p.m.
Nash General Hospital Cafeteria.
Donna Smith
NHCS Spring 2004
◆ 25
Mailbag
the sincere concern of the
staff. Situations like ours
are not fun to deal with.
However, knowing there are
places like BTAR relieves
some of the stress and concerns families may have.
Thanks again for everything you did to make Mama’s rehabilitation time
there pleasant. I guess it could be said when families
are in need and can’t be together, God provides loving and concerned people like you guys. God bless!!
Dear Ms. Harkey:
This is a brief and informal letter, but I felt
compelled to take the time to let you know what a
wonderful staff you have on the second floor in
labor and delivery, recovery and in the nursery.
I delivered a baby girl in December 2003, and
my husband and I were very pleased with the care
our daughter and I received while there. As this was
my first child, and my first hospital experience, I
found your nursing staff to be very kind, wellinformed, and encouraging.
Thank you for your time and the services that
Nash General provides to our community.
Dear Mary Strickland:
I am writing in regards to thank you and your
staff again for a wonderful experience in the labor
and delivery ward. Our second child was born at
your facility in January, and the service we received
was even better than the first time. I want to thank
the staff of L&D, but most of all to thank Amy
Winstead. Because of her dedication to her job and
personal one-on-one with the patients, we experienced the most care that anyone could dream of in
a hospital. I would like for you to give her the
recognition she deserves. I am just asking you to
drop her a line or let her know that the public perception of her skills are above and beyond exceptional. I have contacted the president of Nash
General Hospital and told him the very same information. Please let Amy Winstead know how wonderful she is and thank you for being there for your
staff. Again, I believe that Amy Winstead is a valuable asset to your area.
Just a note of thanks to everyone at the Bryant T.
Aldridge Rehabilitation center for the excellent care
and attention received by my mom. Also any and
all questions asked by family members were
answered professionally and satisfactorily.
We appreciate the cleanliness of the facility and
26 ◆ NHCS Spring 2004
On Saturday, Feb. 21, I found myself as a
patient in your Emergency Department. Long
story short, I was having a severe allergic reaction to
a chemical exposure and was brought to the ECC
by the Nurse Supervisor. My eyes were swelling by
the minute, my throat was beginning to get tight
and my lips were tingling. Despite my insistence
that I was OK they started an IV, got the MD in
to see me and began to administer IV solumedrol,
IV benadryl and eventually subqepinephrine.
I wanted to compliment the medical and nursing staff for their disallowing me to refuse their care
as well as their hasty response to my condition.
Crystal Joyner was the nurse who admitted me and
others came in to help. Crystal was professional as
well as kind & compassionate. She could tell I was
a bit nervous and definitely out of my comfort zone.
Later that evening, Christy Bulluck came in to take
over, frequently checked on me and discharged me
home. Dr. Nicholson was the physician who saw
me, and he was great as well.
Thanks to your staff, I am back at work and
doing fine. I very appreciate the excellent care that
I received as well their kindness in response to my
situation. Hats off to the ECC for a great job.
NashCancer
TreatmentCenter
World-class care, that’s close to home
1 866 478 3471
Our world-class team of physicians, nurses, therapists, educators, counselors, nutritionists and
volunteers is among the best anywhere. We use
the latest technology, supported by up-to-date
research. And, we have a genuine concern for
your health and well-being. At the Nash Cancer
Treatment Center, you’re not just a patient, but a
neighbor—and part of the community we all live
in. Call today for more information.
• Free Scheduled Screenings • Support Groups
• Counseling • Prevention Information
• Pain Management • Educational Resources
2450 Curtis Ellis Dr. Rocky Mount, NC
A Service of Nash Health Care Systems
Accredited by the American College of Surgeons Commission on
Cancer as a Comprehensive Cancer Center
Physician services provided by Nash/UNC physicians
Free Skin Cancer
Screening
Hospice of Nash General is such an exemplary
program with exceptionally high standards. I don’t
know how you can improve anything. Continue
doing all the good things you are currently doing.
Work hard to maintain the excellence. Continue to
involve exceptional people in an exceptional program.
Thank-you for your kind and friendly service on
the day I started my radiation therapy. Especially
when you got me a wheelchair. May God bless you.
A Free Skin Cancer Screening will be
held Thursday,May 6th,4 to 7 p.m.at the
Day Surgery area of Nash Day Hospital
on the campus of Nash Health Care
Systems.The free screening is made possible by Community Health Services and
local dermatologist,Dr Jeff Suchniak.
Appointments are required and may
be made by calling 451-3460.
Focus On People
In Memory
John “Big John” Young
Nash Health Care Systems lost a member of
its family when John R. Young, a sergeant
with Nash General Hospital’s company police
force, died at the scene of a wreck in February.
Young, who was known as Big John to his
friends, joined the hospital’s police force in
April 1986.
“He was a very dedicated employee, and
very well-liked. He was hardly ever out sick,
and he was very conscientious about coming
to work. He was willing to help out whenever
needed,” said David Harrell, chief of the hospital’s company police.
Ehler recognized by OR staff
When someone inspires you to soar, you want
to recognize them.
Such was the case when Shay Ehler was presented with an excellence award by the operating
room staff. The award was not for a special
degree or certification, but rather a gesture of
appreciation for the spirit of excellence Ehler
brings to work every day.
“Shay has done so much for all of us, we just
wanted to show her how much we appreciate
her,” said Julie Lawler, an OR nurse.
Ehler was appointed the director of surgical
services last year. She received her BSN from
Texas Women’s University College of Nursing in
Denton, Texas, and her MBA/ACA from
Almeda College/ University in Boise, Idaho. She
has been certified in OR nursing since 1991.
Nash Regional PainCenter
www.nashpaincenter.com
Roughly 20 percent of the world’s
population – that’s around 1.2 billion
people – suffers from chronic pain.
You don’t have to live with
chronic or acute pain. At the Nash
Regional Pain Center, our board-certified physicians offer a variety of
treatment methods to help you manage your pain.
We can help you get control of
your life. And we’re close to home.
Local
252 443 8994
Toll Free 877 451 PAIN
7 2 4 6
Taylor honored for outstanding work
Nash Health Care Systems President and
CEO Rick Toomey presented Irma Taylor with a
certificate of appreciation recently in honor of her
dedication to the Employee Pension Committee.
Taylor has worked at NHCS since the facility
opened in 1971.
Taylor, of Central Sterile Services, has served
on the committee for 16 years.
She said that working on the committee was a
responsibility she took very seriously, and it was a
wonderful way to help employees.
Toomey named
President of Rocky
Mount Area Chamber
Rick Toomey, DHA,
was named President of
the Rocky Mount Area
Chamber of Commerce.
This year marks the
100th anniversary of the
Chamber.
Toomey, President and CEO of Nash Health
Care Systems, received his master’s degree from
Duke University and his doctorate in health care
administration (DHA) from the Medical
University of South Carolina. He has worked
with NHCS since 1989 and was named president and CEO after the retirement of Bryant T.
Aldridge in 1998.
Marks Named Manager
Patricia Marks, RN,
BSN, was recently named
manager of the Dialysis
Department. Marks has
been an employee of
NHCS since 1999.
She has more than 25
years experience as a registered nurse and earned her
BSN from Barton College. Previously, she was
the head nurse of the Acute Hemodialysis Unit at
Duke University Medical Center, Durham, N.C.
Located on the campus of Nash Health Care Systems
NHCS Spring 2004
◆ 27
Extra Point
by Dawn Wilson
When American playwright Larry Shue was working with a theatre group in Japan, he noticed that the
Japanese people were very tolerant of his behavior, even
if he did things that were very strange. The Japanese
simply dismissed it as the customs of a foreigner.
From that incident the seeds of inspiration were
sown for his comedy classic “The Foreigner,” in which
a Briton manages a quiet, undisturbed vacation at a Georgia fishing
lodge by convincing the locals that he
speaks no English. The situations that ensue
are hilarious, as everything the Briton does
is a source of fascination because he is a
“foreigner.”
Many times, we are so familiar with our
own culture and customs that we do not
realize how strange it may appear to those
visiting from other areas–even areas where
English is the primary language. The result
is a miscommunication that at best can be
humorous and at worst can be disastrous.
For an example, we need look no further
than “across the pond” at Andy Walsh, a
magazine writer from the United Kingdom.
Walsh gives some advice for Britons visiting
the United States. This advice includes:
• Don’t assume that because you watch
“Friends” and “Ally McBeal” that you
know everything you need to know
about America.
• Don’t refer to Americans as “Colonials.”
Just don’t.
• In the United Kingdom, when a cop
stops you, it may be considered friendly
to get out of the car and wave to them. In the United States, it could
be viewed differently.
• Not everyone in the US gives “high-fives” and whoops. If an
American initiates it, then by all means, respond wholeheartedly, but
don’t initiate it yourself. Just don’t.
Northwood University, with campuses in Florida and Texas, gives the
following advice to foreign exchange students:
• Americans are generally very direct, especially in business transac-
tions. This is not meant to be offensive. It is simply out of respect for
your time and theirs.
• Be on time. Punctuality is very important in America. A common
American expression is “time is money.”
• While in some cultures it is customary to eat meals in respectful
silence, you will seldom see Americans quiet during a meal.
Would you believe that one of the more confusing areas of American
culture is the refrigerator? In some cultures, it is considered rude to simply take something out of a family refrigerator. In America, things in the refrigerator
are generally considered “community property” unless otherwise labeled.
It gets better. One Italian website gave
this advice to foreign exchange students:
“Greetings such as ‘what’s up?’ and ‘how
are you?’ should not be taken literally. These
expressions mean the same as ‘hello.’ Your
answer should be ‘fine.’ Don’t try to explain
everything because they will not understand
why you are telling them your life story. If
they have any questions, don’t worry, they
will ask you.”
I’m not trying to discard “political correctness” and I’m not trying to make fun of
foreigners or Americans. The point is this:
so many times, we are so ingrained in our
own surroundings that we find it difficult to
take an objective look at things that may be
obvious to outsiders, but unnoticed by us.
Nash Health Care Systems has recently
created Stars in Action. (See related article.)
It is much more than a buzzword or another item to add on the “to do list.” It is a
dedication to the best in customer service. All the time. This may mean
that we need to find more effective ways of communicating. Things
that may be perfectly clear to us may be confusing to someone who is
unfamiliar with the health care environment – especially those who
may be anxious about their illness or upcoming surgery. Keep watching
the Newsline and other announcements for more information on the
Stars in Action program.
And if, by chance, you’re ever visiting Great Britain, don’t go to a fast
food restaurant and ask for “biggie” fries. Just don’t.
“biggie” fries
NASH HEALTH CARE SYSTEMS
...building a healthier community
2460 Curtis Ellis Drive, Rocky Mount, NC 27804
www.nhcs.org
Address Correction Requested
NHCS NEWSLINE is published quarterly by the
Public Relations Department of Nash Health Care Systems.
Writer: Dawn Wilson
Editor: Jeff Hedgepeth
Comments and contributions are welcome.
Member of: VHA
The North Carolina Hospital Association
The American Hospital Association
Nonprofit
Organization
US Postage
PAID
Rocky Mount,
NC 27804
Permit No. 297