Fall 2011 - Catholic Health System

Fall 2011
Volume 2, Issue 4
In This Issue
Heart Center at Mercy Hospital Receives STS Award
Kenmore Mercy Receives Joint Commission
Certifications for Stroke and Orthopedic Services
enmore Mercy Hospital has been awarded three
K special certifications from the Joint Commission
for its stroke care and knee and hip replacement services.
It is the first Buffalo area hospital and one of only five in
the state to receive Joint Commission Certification for
Total Knee and Total Hip Replacement. It is also the
first Catholic Health hospital and one of only two in the
area to achieve Advanced Primary Stroke Certification,
which recognizes centers that make exceptional efforts
to foster better outcomes for stroke patients.
As the nation’s most trusted healthcare certification
and accrediting body, the Joint Commission conducted
an extensive, on-site review at Kenmore Mercy in July.
A team of expert reviewers looked for compliance with
standards of care specific to the needs of patients and
families, including infection prevention/control, process
improvement, leadership and medication management.
“Achieving these certifications is a tremendous accomplishment
for our hospital,
our Knee & Hip
Center and our
stroke and orthopedic
teams,” said
James Millard,
hospital president
& CEO. “It
also underscores
our commitment
to provide the
very best stroke
care and knee and hip replacement services.”
In addition to this recognition, Kenmore Mercy is a
HealthGrades® five-star hospital for joint replacement,
a Blue Distinction Center for Knee & Hip Replacement,
and a New York State Designated Stroke Center.
Becoming a
Pioneer ACO
2 3 4 5 6 7 8
It takes a village...the Heart Center Team at Mercy Hospital.
he Heart Center at Mercy Hospital of Buffalo, the
T surgical center of Catholic Health’s Cardiovascular
Services program, has been awarded a three-star national
quality rating for 2010 by the Society of Thoracic
Surgeons (STS). Less than
14% of the 900 participating
hospitals across the country
received the three-star rating
– the highest award under the
STS quality rating system –
for heart bypass surgery, also
called coronary artery bypass
graft surgery or CABG.
As the nation’s premier
professional society for cardiothoracic
surgeons, STS
is dedicated to enhancing
the quality of patient care
through education, research and advocacy. “The STS rating
is national validation that our doctors and heart surgery
program rank among the very best in the country,”
said Jason Jankowiak, vice president of Cardiovascular
Services. “For patients, it means that our bypass surgery
program meets the highest standards for quality, safety
and achieving the best outcomes.”
STS recently developed a comprehensive system that
allows patients to compare the quality of cardiac surgery
among hospitals nationwide. “We have been participating
in STS’ voluntary rating system since 2008 to further
demonstrate our commitment to deliver the highest
quality cardiac surgery services,” said Julie LaManna,
Catholic Health senior director of Cardiac Services.
“STS relies on the largest single-specialty
database in the
country, with over 900 hospitals
and 3.5 million patient
records, to arrive at its quality
ratings.”
C.J. Urlaub, president &
CEO of Mercy Hospital,
credits the entire staff for this
achievement. “We are very
proud of our team of surgeons,
nurses and other healthcare
professionals whose hard
work and dedication to excellence
have allowed us to earn this prestigious quality
rating,” he said. “This national recognition is also
good news for our community. Having one of the most
highly-rated heart surgery programs in the country right
here at Mercy Hospital gives our patients peace of mind
that the care they receive at Catholic Health is among
the best available anywhere.”
The Heart Center also achieved the STS threestar
national rating for the periods covering January -
December 2008 and July 2008 - June 2009.
Don't miss the Patient Experience update on page 5.
Marcus Romanowski, MD, Chair of Orthopedic
Surgery at Kenmore Mercy, speaks with knee
replacement patient Rita Kirk of Amherst.
As government leaders try
to slow the growth of
healthcare spending, while improving
quality and access to care,
new models of healthcare delivery
are emerging. Accountable
Care Organizations or ACOs,
one of the new models to come
out of the federal government’s
health reform legislation, promise
better patient care, while controlling
rising healthcare costs.
By definition, an ACO is a
network of doctors and hospitals
that share responsibility for caring
for a select group of patients.
Under the new federal law,
ACOs would agree to manage
all of the healthcare needs of a
group of Medicare beneficiaries.
Catholic Medical Partners,
on behalf of our physicians and
Catholic Health, recently submitted
a proposal to the Center
for Medicare and Medicaid
Services (CMS) to become
a “Pioneer Accountable Care
Organization.” This pilot program
will test the effectiveness of
ACOs and prepare the way for
other groups to develop ACOs.
Pioneer ACOs are designed
around three key principles,
called the Triple Aim: to improve
the health of the population,
enhance the patient experience,
and reduce the cost of care.
In order to achieve these goals,
continued on page 2
Joe McDonald
President & CEO
n

Our Roots, Our Mission, Our Promise of Excellence
Living
our
Mission
Standards of Behavior –
How Do We Measure Up?
Recently, you received a new Standards of Behavior/
Mission Integration and Values pamphlet. This is a very
special document and we ask that you spend some time
reflecting on this information.
As you open the pamphlet for
the first time, you will find on the
left panel the phrase, “Not only
did we choose you, but you chose
us because a job is more than a
place to work, it is your calling.”
On the right panel, in large print
you find the words, “We believe
in you!” Have you ever noticed
that we are often asked to state
our beliefs in creeds when we
go to church, or as we recite the
Pledge of Allegiance during a
meeting or event? But how often
do people, especially employers,
say, “We believe in you.”
As you open the final folds
of the pamphlet, you will find
the familiar values of Catholic
Health. Here is both a special
Standards of Behavior,
Mission Integration,
and Values
chsbuffalo.org
gift and a special challenge for each of us. Spend time
reflecting on the examples your peers have identified to
illustrate the values we embrace. Take the time to find the
words or phrases that demonstrate how you live these values
in your daily work.
Each associate may make different choices, but when
you choose the words that best describe who you are and
how you live and integrate the values of Catholic Health
into your work, be sure they make our Mission come alive
for you. And more importantly, try to live by them every
day; they will become your “Mission measuring stick.”
When times are difficult, and they will be, rely on the
measuring stick you have created to guide you. These special
words will stay with you and become your strength.
Just remember, that measuring sticks fit only the person
who created them. So do not judge other associates by
your measures, just keep being your best self.
So, whether this is your first day in Catholic Health, or
you’ve been with us for years, we welcome you because we
chose you, and most of all, we believe in you!
Mercy Hospital Receives Pinnacle Award
Mercy Hospital of Buffalo has been
awarded the 2011 Pinnacle Award for
Quality and Patient Safety by the Healthcare
Association of NYS. The award recognizes
significant achievements by member
organizations in quality improvement and
patient safety. Mercy was one of only three
hospitals statewide selected for this honor.
Mercy was recognized for its Improving
Hospital Access and Efficiency of Care program,
which enhanced admission practices
throughout the hospital. The program is
focused on reducing wait times in Mercy’s
new Emergency Center and streamlining
direct admissions from doctors’ offices and
transfers from other hospitals.
Through the creation of a Comprehensive
Admission Reception Expert (CARE)
unit and 24/7 Patient Access Center (PAC),
Go Green Efforts
Hitting the Road
Since its inception in 2008, Catholic Health’s Go
Green Team has been looking for ways to integrate
“green” initiatives within our ministries. From system-wide
recycling efforts to electronic and pharmaceutical
disposal programs, we have made our
mark on reducing our mark on the environment.
One of our proudest moments was being named an Environmental Protection Agency
(EPA) Green Power Partner for our use of wind-generated energy.
With a fleet of Courier Service vehicles in our system, driving hundreds of miles each day,
it was only a matter of time before we looked at ways to reduce our gas consumption. In late
2009, we began replacing our older model 6-cylinder vans, getting only 16 miles per gallon,
with new 4-cylinder Ford Transit Connects averaging about 24 miles per gallon. Comparing
our gasoline consumption through the first seven months of 2011 to the same period in
2010, we have used about 1,200 less gallons of gas.
Besides the tremendous environmental impact, our system has saved nearly $5,000 in
gas expenses. “We now have six fuel-efficient vehicles on the road,” said Logistics Manager
Joseph Molnar. “We are very pleased with the results and expect the savings to continue.”
As an added bonus, the new courier vehicles are being outfitted with vinyl graphics promoting
our HealthConnection referral line. “These vehicles are like traveling billboards
around town reminding people to call Catholic Health when they need health information
or a physician referral,” said Molnar. “It’s a win-win for Catholic Health, reducing our operating
costs while marketing our high quality services.”
Pioneer ACO
Continued from page 1
Catholic Health is working closely with
Catholic Medical Partners to use the best
clinical and operational practices, the most
advanced technology, and the most skilled
healthcare teams in our physician offices and
throughout our system.
The key to success for Pioneer ACOs will
be improving the coordination of care and
actively engaging patients and families in
their own plan of care. Success will be measured
by reducing the number of avoidable
hospital admissions and readmissions; eliminating
unnecessary tests and procedures;
reducing medical errors and complications;
and increasing patient satisfaction.
For Catholic Health, becoming a Pioneer
ACO will give us a new framework to
enhance care in our hospitals and health
centers. For our patients, it will improve
the coordination and transition of care to
enhance our efforts to provide safe, high
quality, patient-centered care.
This pilot program will require us to work
more closely with our physicians to deliver
timely and effective care – something
we already do through Catholic Medical
Partners. As an extension of the programs
we already have in place, the Pioneer ACO
model will reward providers that focus on
Gloria Pirowski, RN, BSN, hospital flow manager (far
right), stands with the CARE Unit team (l to r): Tammy
Goodemote, RN; Stephanie Jedrzek, RN; Dodie Driebelis,
RN; Tina Donovan, RN; and Carrie Evoy, RN.
Mercy Hospital was able to reduce wait
times in its Emergency Center, from 2009
to 2010, while increasing patient visits by
12.3%; and expedite hospital admissions,
discharges, and patient transfers from other
healthcare facilities. Physician and patient
satisfaction scores also improved.
prevention, early detection and treatment,
and effective transitions of care for patients
with the greatest need.
Generally speaking, the most efficient
and effective healthcare is found in systems
where clinical care is integrated, coordinated
and proactive. Catholic Health is well
positioned to become a Pioneer ACO and
has demonstrated that our commitment to
clinical integration is producing results.
Only 30 health systems in the country
will be selected as Pioneer ACOs out of
160 competing for this designation. If given
the opportunity, I believe we will achieve
breakout performance for Catholic Health
and Catholic Medical Partners and serve as
a model for other providers.
I have often said that there are those who
wait for the future to unfold and those who
work to create their own future. We live and
work in a turbulent healthcare environment,
with little relief in sight. Our best chance for
long-term success is to take advantage of the
opportunities we are given to chart our own
course for the future.
Whether we are selected for the Pioneer
program or not, the Accountable Care
model is clearly in our future and the
promise it holds for healthier communities
and more affordable care. Thank you for
all you do to support these efforts and for
sharing this journey with us.
2
chsbuffalo.org

Our Roots, Our Mission, Our Promise of Excellence
New Renovations at St. Joseph Campus
Sisters of Charity Hospital, St. Joseph Campus has
completed two important renovation projects enhancing
care and improving the patient experience for bariatric
surgery and dialysis patients.
Thanks to more than $300,000 in renovations and
new equipment, St. Joseph Campus is now offering
Gastric Lap Band surgery. Dang Tuan Pham, MD,
and Mark Cavaretta, MD, are now performing the
procedure at both campuses of Sisters Hospital. Hall 4
at the St. Joseph Campus has been renovated, including
new bathrooms and room furnishings, to provide
a more comfortable experience for patients following
lap band surgery. This new service complements the
Bariatric Surgery Program at Sisters Hospital Main
Street Campus, which has received numerous local
and national awards for its quality outcomes.
St. Joseph Campus’ new Hemodialysis Suite was
funded through a generous grant from the Sisters Hospital Foundation. The new suite, on
Hall 2, features two patient treatment areas with flat screen TVs to provide dialysis patients
with a more private and comfortable setting for their treatments, which can take up to four
hours. The area also includes a handicapped-accessible bathroom, and separate clean and
soiled utility rooms.
Hemodialysis services began at the former St. Joseph Hospital in 2006 with 42 treatments
performed the first year. Previously, all of the dialysis supplies were housed in a
variety of areas, which decreased accessibility and efficiency for the staff. In 2010, 986
treatments were provided at St. Joseph Campus, demonstrating a significant increase in the
number of patients with renal disease and a need to enhance care and service.
Sisters and Mercy Receive
HealthGrades® Quality Awards
Two Catholic Health hospitals have received
top honors from HealthGrades for
achieving nationally recognized quality
outcomes. Sisters Hospital received Health-
Grades Five-Star Quality Award – the
highest honor under HealthGrades' rating
system – for its Bariatric
Surgery program and
Mercy Hospital received
the same award for its
Maternity and Gynecologic
Surgery programs.
Sisters’ designation
ranks the hospital number two in New York
State and among the top 5% in the nation
for bariatric surgery for the third year in a
row. Mercy Hospital’s award ranks it among
the top 15% of hospitals in the country for
maternity care and gynecologic surgery.
The Bariatric Wing at Sisters Hospital
includes 10 private rooms with special furnishings
and features to make patients as
comfortable as possible during their stay.
“We provide a full complement of services
to support patients before, during and after
MCCC Receives Fidelis Grant
The Mercy Comprehensive Care Center
(MCCC) has been awarded a $38,600 grant
from the Fidelis Care Community Grant
Fund to purchase new x-ray equipment. Located
at 397 Louisiana Street in Buffalo’s “Old
First Ward,” the MCCC is Catholic Health’s
first primary care “supercenter” offering adult,
pediatric, and OB-GYN primary care services,
in addition to on-site podiatry, nutrition,
social work, x-ray and laboratory services.
Formerly known as the Mercy Health Center,
the MCCC opened in January following
a $3.8 million construction and renovation
project resulting in a new 22,000 square-foot
addition to the facility. Serving a low-income,
chsbuffalo.org
Cutting the ribbon on the new Hemodialysis
Unit are (left to right): Judy Sowers RN,
Dawn Crosman RN, Dr. Basharat Ali, Dr.
Mohamad Shafi and Shannan Pasternak.
surgery,” explains Joseph Caruana, MD,
Chief of Bariatric Surgery at Sisters Hospital.
“We provide the resources patients need
for long-term success.”
As the nation’s leading independent source
of physician information and hospital quality
data, HealthGrades’
quality reports help
patients make more
informed healthcare
decisions. The reports
find patients who receive
care at five-star
hospitals generally have fewer complications
and better outcomes.
“These ratings reflect the excellent care
provided by our physicians, midwives and
staff,” said Aimee Gomlak, vice president
of Women’s Services. “We not only offer a
wide variety of women’s services and a full
continuum of care throughout Catholic
Health, but we continue to invest in the
latest medical technology and facility upgrades
to ensure a safe and comfortable patient
experience.”
(From l to r) Mercy President & CEO C.J. Urlaub;
Fidelis Care representatives Mary Ellen DeCarlo and
Laura Mongeon; Michael Reilly, VP of Primary Care
Services; Peggy Jetter, Mercy Director of Imaging;
Terrie Livingston, Katie Weir, and Mark Shilling.
high-risk population, the project was funded in part by a $1.5 million HEAL grant from
New York State designed to improve access to quality primary care for communities in
need across the state.
Secured by the Catholic Health Grants Department, the Fidelis grant will enhance radiology
services at the MCCC. Fidelis Care, the New York State Catholic Health Plan, uses
its Community Grant Fund to support organizations that share its mission and help bring
hope and healing to the underserved. Fidelis Care serves more than 715,000 members in
58 of New York’s 62 counties.
Osteoporosis Resource
Center at Sisters Hospital
Thirty years ago, most people thought osteoporosis, and
the broken bones often associated with the condition,
were part of the normal aging process. Today, that view
has changed and medical researchers know there are many
ways to protect our bones throughout life. Despite these
advancements, more than 10 million Americans have
been diagnosed with osteoporosis, and another 34 million
are at risk of developing the disease.
The good news is that it’s never too early or too late to
take steps to improve your bone health. Through a wide
range of community initiatives, the Western New York
Osteoporosis Resource Center (WNYORC) at Sisters of
Charity Hospital has brought bone health education and
osteoporosis screenings to over 27,000 men, women and
children since 2003.
Recently, the Rite Aid Foundation presented WNY-
ORC with a $9,760 grant to provide bone density screenings
to 500 medically underserved individuals who would
not otherwise have access to this diagnostic care.
On hand for the check presentation (from l to r): Maureen McCabe, WNY-
ORC program coordinator; Robert Augustine, Rite Aid District Manager;
Gary Kincel, Rite Aid Regional Pharmacy Vice President; and Peter U.
Bergmann, Sisters Hospital president & CEO.
Prevention is key in this effort, and requires both awareness
and education. Major funding for WNYORC has
traditionally been provided by the New York State Department
of Health. Last year, due to budgetary pressures,
the state limited its funding to community education, excluding
clinical services such as preventative screenings.
Health experts know that preventative screenings reduce
injury and disability related to osteoporosis. For that
reason, Sisters Hospital sought a committed community
partner to underwrite the cost of bone density screenings
for women throughout Western New York, particularly
the medically underserved and those at risk.
Would You Like to Win
a $100 Gift Card?
Do you know someone who could benefit from a home
response medical alarm system? Simply refer them to
Catholic Health Home Response and you will be entered
into a quarterly drawing to win a $100 gas card.* Catholic
Health Home Response provides 24/7 emergency assistance
at the touch of a button, giving clients and their
families greater peace of mind. It’s the perfect solution for
families who aren’t always available or don’t live near an
elderly or disabled loved one. For more information, or to
make a referral, call 447-6309.
*Offer available for current Catholic Health associates only.
Associates of McAuley Seton Home Care, Mercy Home Care,
and Sisters Long Term Home Care are not eligible.
3

Our Roots, Our Mission, Our Promise of Excellence
Miracles and Wonders
Through Technology
New Treatment Prevents
Blindness in Preemies
Premature babies face many health challenges. Sisters
of Charity Hospital became the first hospital in Western
New York to use a new medication therapy to treat
Retinopathy of Prematurity (ROP), a leading cause of
blindness in premature infants.
ROP is caused by the abnormal growth of blood vessels
in the retina of premature infants. It generally begins
during the first few days of life and may progress rapidly
to blindness over a period of weeks. The new treatment,
which involves injecting an anti-cancer drug called Avastin
into the infant’s eyes, helps stop the growth of new
blood vessels.
Drs. Singhal (far left) and Dukarm (right) look on as Dr. Fasiuddin (left)
performs the new ROP treatment on a baby girl in Sisters NICU.
Airaj Fasiuddin, MD, an ophthalmologist with Catholic
Health, along with Sisters Hospital neonatologists
Kamal Singhal, MD, and Robert Dukarm, MD, performed
the delicate procedure in late June on a “preemie”
in the hospital’s Neonatal Intensive Care Unit. Just
over four pounds at the time of the procedure, the baby
girl was born on April 6 at 24 weeks, weighing just one
pound, four ounces. Since the procedure, her vision has
significantly improved.
The Avastin treatment offers several advantages for the
premature babies. When compared to conventional laser
therapy, which takes about three hours, the Avastin procedure
takes about 30 minutes under a local anesthetic
and offers significant benefits for restoring eyesight and
preserving peripheral vision. It also eliminates the need
for anesthesia and placing the baby on a ventilator, which
can be particularly stressful for premature infants.
Since ROP is responsible for more blindness among
children than all other causes combined, it is important
that premature babies be screened. In February, the New
England Journal of Medicine released a study on the effectiveness
of Avastin for treating ROP.
Congratulations to AthletiCare scholarship recipients Kayla
Hennessey from Frontier High School and Sarah Kingston from
Mt. St. Mary's Academy. Kayla is studying Athletic Training
and Physical Therapy at Marquette University. Sarah, the
daughter of Sisters NICU Nurse Stacey Kingston, is studying
Speech Pathology at Syracuse University. Pictured left to right
for the award presentation are: Tim Williams, ATC; Kayla;
Rick Szabala, Sr. PT AthletiCare/MACC, Sarah; Kelly
Finkowski, PT, ATC, manager Sports Outreach; and Chris
Sage Kane, VP Partners In Rehab & AthletiCare.
4
Six-Year-Old Helps Babies at Mercy
Hospital with Special Donation
Six-year-old Grace Koncikowski of Blasdell is already
showing what a big heart she has. This summer,
she set up a lemonade stand and raised $75
for Mercy Hospital’s Neonatal Intensive Care Unit.
According to her mother Jeanette, she had a very
good reason for her thoughtful deed. “Grace told
me she wanted to do something to help the ‘sick
babies’ at Mercy, where she was once a preemie,”
said the proud mother in a note to the hospital.
Grace and her family were invited to the hospital
in August where she was recognized by Mercy
President & CEO C.J. Urlaub and Mary Ann
Murphy, director of Maternal and Child Services,
for her generous donation. “I was at this bookstore and I was thinking of what we can do
for the babies,” Grace said. “And, I thought of a lemonade stand to raise money.”
During her visit, Grace got to see where she was born and peek in on some babies in the
hospital’s nursery. With news cameras in tow, she received a gift basket and certificate of
appreciation for her kind deed and presented Urlaub with a drawing of the hospital.
Besides being born at Mercy, Grace, who is the daughter of Mark and Jeanette Koncikowksi,
has another special connection to the hospital. Her late grandmother, Judy Koncikowski,
was a beloved nurse who worked at Mercy for more than 20 years.
In an effort to expand holistic healthcare
to area women, Catholic Health is partnering
with Horizon Health Services to offer
on-site behavioral health services at its M.
Steven Piver, M.D. Center for Women’s
Health and Wellness at Sisters Hospital.
As the area’s
largest provider
of mental
health, and
substance abuse
services, Horizon
will provide
a psychiatric social
worker to see patients at the Piver Center,
offering behavioral health assessments
and counseling services. Patients needing
further evaluation and treatment will be referred
to one of Horizon’s 13 area locations.
“Since we opened the Piver Center in early
2010, our goal was to provide area women
with holistic, female-focused healthcare to
rejuvenate the body, mind, and spirit,” said
Aimee Gomlak, vice president of Women’s
Services for Catholic Health. “This new relationship
with Horizon will enable us to offer
our patients behavioral health services to
Kenmore Mercy Hospital has joined the “Meatless Monday”
movement, by leaving meat off its cafeteria menu one
day a week. The hospital’s Dining Inn Café is now offering
vegetarian entrees on Mondays to help educate and inspire
people to eat fewer animal products – a great way to live
“greener” and eat healthier.
Meatless Mondays began during World War I, when
Americans were encouraged to give up some of their food
staples to aid the war effort. During World War II, it became
a way to help supply food for war-torn Europe.
Decades later, the purpose has changed, but the method is
much the same – get creative and go meatless one day a week.
Today, the movement is spreading across the globe as people
become more aware of the impact their food choices have on
the environment.
Grace gets a handshake from C.J. Urlaub as her
mother and sister look on.
Piver Center Teams Up with Horizon
to Offer Behavioral Health Services
complement the medical care we provide.”
Counseling services will be available for
a variety of behavioral health concerns including
anxiety, depression, postpartum issues,
grief and loss, and marital and parental
adjustment issues. “Our mission is to help
our clients improve their
quality of life and achieve
their personal recovery goals,”
said Brenda Banach, vice
president, Outpatient
Operations
for Horizon.
“We are
looking forward
to working with
the Piver Center
to provide this specialized care.”
In addition to the new behavioral health
services, the Piver Center offers gynecologic
oncology, minimally invasive GYN surgery,
urogynecology, obstetrics, infertility treatments,
a center for eating disorders, digital
mammography, bone densitometry, ultrasound
and massage therapy. Appointments
can be made by calling 862-1965.
Meatless Mondays at Kenmore Mercy
Chef Chris Rickers prepares vegetables
for a Meatless Monday dish.
“Veggie-centric meals are healthier, less expensive, better for the animals and better for
the planet,” said Kathy McAlpine, Food Services manager at Kenmore Mercy.
The increased production of meat uses large amounts of land and water, produces significant
greenhouse gases, and is a major factor in water pollution worldwide. In addition,
reducing meat intake can also lessen a person’s risk for developing chronic conditions like
obesity, diabetes, cardiovascular disease, and even cancer.
Meatless Monday is Kenmore Mercy’s latest sustainable food effort. In 2010, the hospital
became the first in the area to serve herbs and vegetables from its rooftop garden. Read
more about the Meatless Monday campaign at www.meatlessmonday.com.
chsbuffalo.org

Our Roots, Our Mission, Our Promise of Excellence
Pursuing Excellence – Enhancing the Patient Experience
Eight is Not Enough -
Striving to be a "10"
As we continue our efforts to improve our
patient satisfaction scores, we would like to
thank everyone for their hard work to Enhance
the Patient Experience. This graph tracks our
results this year for patients who rate their
overall hospital experience a 9 or 10. As you
can see, we are making some progress, but we
still have room for improvement to reach the
top performing hospitals. Because these scores
are based on a very small sample of patient
surveys, it will only take a handful or patients
to move their scores from a 7 or 8 to a 9 or 10
to have a dramatic impact on our overall percentages.
If we continue to demonstrate the
“Pursuing Excellence Expectations” listed below,
the top decile is within our reach!
Catholic Health Patient Experience (Satisfaction) Results Through 6/11
Overall Hospital Rating (% of patients who gave a hospital rating of 9 or 10)
Benchmarks
January February March April May June YTD Top NYS US
2011 2011 2011 2011 2011 2011 2011 Decile Avg. Avg.
Catholic Health 60% 68% 54% 65% 60% 63% 63% 82% 59% 67%
Mercy Hospital of Buffalo 44% 61% 52% 48% 61% 56% 53% 82% 59% 67%
Kenmore Mercy Hospital 73% 88% 68% 79% 59% 81% 74% 82% 59% 67%
Sisters Main Street Campus 70% 64% 53% 67% 63% 59% 53% 82% 59% 67%
Sisters St. Joseph Campus 58% 61% 43% 75% 56% 47% 55% 82% 59% 67%
Letters from the Heart
McAuley Seton Home Care
To Everyone at McAuley Seton,
With a sincere heart I would like to express my thanks
for the wonderful care and compassion I was shown
during my recovery. Everyone you sent me helped me to
heal.
Dear Barbara,
Again I want to thank you for the kindness and tender
loving care you gave me during my recovery. In my
prayers I asked God to send me a good person and you
appeared at my door.
The Catholic Health System is blessed to have an angel
like you in their organization. God bless you.
Sisters of Charity Hospital
Dear Mr. Bergmann,
There are events that occur in your life that impact you
forever, such as the birth of a child. Your memory of these
events is largely based on your enjoyment or discontentment
with the overall experience. Our recent experience
with the birth of our child at Sisters Hospital was such
a delightful one, that we feel compelled to share it with
you.
As we prepare for the next phase of our life with our
new addition to the family, we will always have fond
memories of our experience at Sisters Hospital and want to
thank you for making this life changing experience extra
special.
Continuing Care - McAuley Residence
Our mother was an incredible woman. She was an
immigrant who struggled early in life to provide her
children with the best possible life. When our mother
needed skilled nursing care we agreed that she deserved
the finest possible. No one would have predicted that her
final journey would last almost two years.
We have enormous respect and admiration for what
you do on a daily basis. Although our mother could not
communicate with us, we could see she was well cared
for and treated with dignity. There are no words that
can adequately convey our gratitude for the care she received.
We regard you as angels who guided our mother
on her journey home.
Pursuing Excellence Expectations -
It's All Part of the Job
When we began our “Pursuing Excellence” journey to enhance the patient/resident experience, we
created a set of eight expectations that all associates must follow (see below) to achieve our goals
of enhancing quality and patient safety, while providing our patients, residents and their families
with the very best care and service. These expectations are not really anything new, but they are a
new way to look at our Values of Reverence, Compassion, Justice and Excellence, and the guiding
behaviors we should all demonstrate in the workplace.
Earlier this year, all associates were asked to fill out a self-assessment based on examples of the
guiding behaviors related to each expectation. Managers were then asked to fill out the same assessment
for each of their associates. Beginning in October, these assessments will become part of
the annual performance review.
In 2012, and each year going forward, associates will be asked to fill out a new self-assessment
based on these eight expectations. This will help us continually improve our performance and focus
our efforts and attention on making these expectations and guiding behaviors second nature in our
daily work and in our interactions with our patients, residents, their families and one another.
It’s easy to see how these expectations relate to our Values. For example, Interact Respectfully and
Compassionately shows reverence, compassion and justice, while Pays Attention to Detail demonstrates
excellence. This process of self-assessment and review will help us connect the dots between
our Pursuing Excellence Expectations and Guiding Behaviors and the Values that are at the heart of
everything we do in Catholic Health.
Expectations for Enhancing the Patient/Resident Experience
chsbuffalo.org
Tell us what you think…
Submit your suggestion to
improve the patient experience at:
www.chsbuffalo.org/PatientExperience
Associate Feedback…
I think physicians, nurses and aides need to remember that
even though they may have seen 50 patients that day, it may
be the first time that patient has been in OR, ER or just having
a simple procedure. We seem to forget that! Just think of
how upset you would be if a family member were not treated
properly.
* * *
I was asked by a visitor in the cafeteria one evening, "Why
don't they serve real food here? Visitors would like to have
mashed potatoes. I'm too nervous to eat greasy grilled food. This
will only upset my stomach. This hospital is so big, it should
offer a real dinner."
* * *
All rooms should be equipped with an IV pump, ready to get
patients' fluids up and running. We shouldn't have to run
around the hospital to find pumps!
* * *
In order to provide the best care possible, we as employees must
be staffed adequately and have all the necessary equipment
available to do so.
* * *
Magazines and newspapers should be offered on a cart to the
patients. Some of them are not TV watchers. We should also
keep magazines in the waiting rooms for the family. It is an
"added" touch.
5

Our Roots, Our Mission, Our Promise of Excellence
Medication Reconciliation Goes Electronic
6
Home Care
News & Events
LOVE Award &Kudos Winners
Danielle Foster, PT, McAuley Seton Home Care, and
Audrey Baker, home health aide, Mercy Home Care, are
the 2nd quarter LOVE Award recipients.
Congratulations to the following winners of the Kudos
movie passes: Nancy Brady, June; Jen Bosetti, July; and
John Buono, August.
Mission Activities
A special thank you to everyone who supported our 7th
Annual Hot Dog Roast on July 21. Nearly $700 was raised
to support our Helping Hands Fund, the Food Bank, and
the Home Care Mission Fund, which assists our patients/
families who are in need.
As in previous years, the Home Care Mission Committee
collected school supplies for students at the St.
Monica and St. Augustine Scholars’ Programs. This very
successful endeavor provides the students with the school
supplies they need during the school year.
The semi-annual Home Care Auction/Bake Sale will be
held on Thursday, October 20 at the AppleTree Business
Park. This delicious event features a variety of home baked
treats and a gift basket raffle. Raffle tickets are 25/$5.
Compliance and the
Patient Experience
Catholic Health’s value of “Excellence” commits us to
deliver high quality patient care. Our acknowledgement,
documentation and prompt response to patient concerns
provides the opportunity to re-establish trust and build
valuable relationships with our patients and their families.
The lessons learned from correcting incidents provide
valuable insight into the importance of meeting our
patients’ needs and additional opportunities to increase
compliance throughout the system.
A bad patient experience can result in negative publicity
for Catholic Health. A patient who has entrusted their
care to Catholic Health would be very disappointed if:
Their medical record, containing Protected Health
Information (PHI), were disclosed to an unauthorized
recipient because a fax number wasn’t verified;
Their identity was assumed by another individual, and
we did not recognize the identity theft; or
Language barriers prevented us with communicating
effectively with a non-English speaking patient.
We can help reduce the number of negative Compliance
reports by:
Upholding patient rights such as access to care, confidentiality
(HIPAA) and language assistance
Using two identifiers for patients and records
Accurately completing all documentation
We should know the Catholic Health Values – Reverence,
Compassion, Justice and Excellence – and display
them in our daily work. We should also follow all policies
(available on Compliance 360) and our Code of Conduct.
Most important, we must pay attention to details…if you
are uncertain or do not understand something, ASK (always
seek knowledge).
Associates have a duty to report suspected or potential
violations. Please contact: Anne Mason, Compliance &
Privacy Officer, at 821-4469; Compliance Line at 1-888-
200-5380; or the HIPAA Hotline at 862-1790.
It’s not uncommon for patients to arrive in the ER or for surgery with a laundry list of
medications or even a paper bag full of half-used pill bottles. Making sure patients continue
to take their medications without any dangerous interactions with new ones that may
be prescribed while they are in the hospital, is the concept behind “medication reconciliation.”
This important process takes place on admission and at discharge.
Until now, medication reconciliation has largely been a manual process subject to the
limitations of doing things on paper. Soarian Electronic Medication Reconciliation or
“Med Rec” was launched at Mercy Hospital on September 12 and will be introduced
across the system by late October.
The adoption of Med Rec brings us another step closer to mandatory Computerized
Physician Order Entry (CPOE), which will be required by February 1, 2012. With this
new process, nursing staff will collect an electronic list of home medications. The physician
will then complete the medication reconciliation process electronically in Soarian.
This same process will be completed when the patient is discharged. The nurse will review
the medications with the patient and provide a paper copy of the electronic discharge
medication reconciliation.
Med Rec is quicker and safer – eliminating handwriting legibility issues and providing
automatic alerts for adverse drug interactions or allergies. It also follows the same process
as CPOE, so it will help physicians become familiar with that system as well.
RMC Military Committee Supports Troops
As our nation marked the 10th anniversary
of September 11, we were all reminded
of the tragic events of that day and how we
felt as a nation and community. For a group
of associates in Catholic Health’s Revenue
Management Center (RMC), it was that
lingering feeling that prompted them to do
something to recognize the brave men and
women who serve in our military.
From there, this patriotic group formed
the RMC Military Committee. The group
“adopts” military personnel and their families,
sending care packages oversees and providing
gift cards to families with children
here at home. They also support families of
wounded or fallen servicemen and women.
Accounts receivable clerks Marie Nespal
and Jennie Westlake co-chair the committee.
“Like so many people, we felt helpless
after 9-11 and were searching for a way to
simply say thank you to our military heroes,”
said Marie. “We wanted to do something to
let them know we care and appreciate the
sacrifices they are making.”
The group relies on fundraising to support
its efforts. A snack table sits in one corner
of the RMC with goodies for sale. The
committee keeps it stocked with munchies
and uses the proceeds to fund its activities.
Front-Jennie Westlake, Kate Fisher and Marie Nespal.
Back-Geri Whetstone, Pat Mulak, Holly Riford, Sandy
Pappas, Pat Kelly, Diane Garguiolo and Pat Hoffman.
They also hold raffles and other contests to
raise money for the cause.
Through word of mouth and family and
friends, the committee gets names of local
military heros and their families to support.
“This is something anyone can do,”
said Jennie. “It gives you a good feeling to
know you are raising the spirits of someone
serving in the military or a family waiting
for his or her safe return.”
For more information on the RMC Military
Committee, contact Marie at mnespal@chsbuffalo.org
or Jennie at jwestlak@
chsbuffalo.org.
Catholic Health Supports High School
Health Science Programs
With a new school year in full swing, Catholic Health is continuing its educational
partnerships with Mt. Mercy Academy, Bishop Timon-St. Jude High School and Buffalo’s
Health Science Charter School.
Developed in 2009, the Health Science Program with Mt. Mercy and Bishop Timon
continues to provide unique leaning opportunities for students interested in careers in the
health professions. Catholic Health doctors, nurses and other clinical professionals participate
in a variety of activities to support the students' academic endeavors including shadow
and mentoring programs, internships and community service opportunities. Through the
program, Mt. Mercy offers tuition discounts for students of Catholic Health associates.
The Health Science Charter School, which opened in Tonawanda last year, has moved to
its new home at the former St. Vincent’s Orphanage on Riley Street in Buffalo. This year,
the school welcomed a freshman and sophomore class, and will add a new class each year
until it offers a complete curriculum from grades nine through twelve.
The new location brings the students closer to Buffalo’s
medical community, including nearby Sisters Hospital,
for field trips and service learning opportunities.
It has also breathed new life into this historic landmark,
which has received $5 million in interior and exterior
renovations and new furnishings and equipment
to offer the students a safe, secure and technologically
advanced learning environment.
All these efforts are designed to encourage and support
students who are interested in health careers to
The new Health Science Charter School. develop future health professionals in our community.
chsbuffalo.org

Our Roots, Our Mission, Our Promise of Excellence
Around the System...
Ed Lanthier, MBA, CBET, has been
named manager of Biomedical Engineering
in Catholic Health’s IT Department. In
this position, he will provide leadership,
direction and support for the wide range
of biomedical systems and devices our
clinical professionals rely on each day. Prior
to joining Catholic Health, Ed served
as a Clinical Engineering Manager with
Trimedx, LLC, and was director of Clinical
Engineering & Facilities Management at
Niagara Falls Memorial Medical Center.
* * *
Sarah McGovern has been promoted
to the newly created position of Quality &
Patient Safety Analyst for Long Term Care.
In this role, she will assist in the coordination,
implementation and monitoring of quality
and patient safety activities for our five long
term care facilities and two adult homes.
Sarah joined Continuing Care in 2007 as
administrative assistant to the vice president
of clinical services.
chsbuffalo.org
Tineka Pace has been named Telemetry
nurse manager at Sisters Hospital, St. Joseph
Campus. Prior to joining Catholic Health,
she was manager of the Telemetry Unit at
Millard Fillmore Suburban Hospital. She
received her Bachelor's of Science in Nursing
from the University at Buffalo and holds
certifications in Nursing Leadership from
Canisius College, and Executive Change
and Management from Daemen College.
* * *
Mission Integration welcomes its new
executive resident William Vaughan. He
will be working with our Mission leaders to
bring ministry experience to his educational
training. He received his Bachelor's degree
in Religious Studies from Canisius College
and is completing his Master's degree in
Theology at Christ the King Seminary. He
previously served as a Campus Minister
for the Newman Center at Buffalo State
College and has devoted much of his life to
work in pastoral ministry.
Joe McDonald Receives ACHE Award
Joe McDonald, president & CEO of Catholic Health, has been
awarded the Senior Level Regents Award from the American College
of Healthcare Executives (ACHE). This national award is presented
to senior level healthcare executives who have significantly contributed
toward the advancement of healthcare management excellence
and the achievement of ACHE’s goals.
Since joining Catholic Health in 2002, McDonald has implemented
a comprehensive strategic planning process to review Catholic
Health’s programs, services and relationships with the medical community
to better fulfill its mission and meet the healthcare needs of
the region. During his tenure, Catholic Health has experienced a growth in services, introduced
advanced information and medical technology, improved quality and safety, and
returned to fiscal stability.
A healthcare executive for more than 25 years, McDonald’s leadership philosophy revolves
around the concept of empowering organizational leaders to make decisions, developing
new leaders internally, and providing managers and caregivers with the tools and support
they need to deliver the highest quality care. With his guidance, Catholic Health is becoming
the provider of choice for private practice physicians in Western New York and a recognized
area leader among the country’s highest performing health systems.
Catholic Health Names New VPs
Mary Pat Barth
Marty Boryszak
Melanie Vlosky Duhaine
Mary Pat Barth has been named vice president of Mission Integration
at Mercy Hospital of Buffalo. As part of Catholic Health’s
Mission leadership, she will be responsible for Mission, Ethics, Spiritual
Care, Ministry Formation and Community Benefit at Mercy
Hospital. A native of Buffalo, she received an MS in Education from
Canisius College, an MS in Pastoral Studies from Loyola University
in Chicago, and is a trained spiritual director. She is returning to
Buffalo after many years of working in leadership positions at numerous
colleges and universities including Our Lady of Holy Cross
College in New Orleans.
Marty Boryszak has been named vice president of Operations
for St. Joseph Campus. In this expanded role, Marty will have operational
responsibility at St. Joseph Campus while maintaining his
director of Finance responsibilities for the combined campuses of
Sisters of Charity Hospital and Women’s Services. In his new role,
he will assume administrative responsibility for driving performance,
implementing operational and strategic initiatives, and interacting
with physicians and staff at the St. Joseph Campus. Marty holds
an MBA from St. Bonaventure University and a Bachelor’s Degree
from SUNY Buffalo.
Melanie Vlosky Duhaine, RN, BSN, M.Ed., has been named
vice president of Clinical Services for Continuing Care. In this role,
she will be responsible for the development and execution of strategic
clinical initiatives to support Catholic Health’s Long Term Care
and Subacute Care services. She is returning to Buffalo after serving
as director of Nursing at Kindred Healthcare in Boston, Massachusetts.
Throughout her career, she has held several administrative and
teaching positions. Her clinical experience includes medical, surgical,
pediatric and critical care nursing. She holds a Bachelor’s degree
from Niagara University and a Nursing degree from D’Youville
College. She received a Master’s degree in Education Administration
and a NYS Teaching Certificate from SUNY Buffalo.
Catholic Health University offers more than 70 courses
that assist leaders in improving their performance and enhancing
their ability to carry out our Mission. Below is
a sampling of upcoming courses. Courses are specifically
tailored to the needs of associates – clinical, non-clinical,
management, supervisory, financial, operational, customer
service, mission enhancement, and more.
October 2011
7 Public Speaking (CH351)
11 HIPAA/HITECH Regulations (CH386)
12 Leadership in the Healing Ministry (CH377f )
13 Generations in the Workplace (CH357c)
20 Delegation (CH354)
21 Leading with Emotional Intelligence (260)
November 2011
2 Corporate Compliance (CH399)
4 Manager Core Curriculum (CH394)
10 Healthcare Ministry and Mission Leaders
Formation (CH377g)
11 Performance Appraisals/Management (CH309)
29 The Healing Ministry (CH377c)
All classes are held at the Catholic Health Staff Development
Education Center, AppleTree Business Park, Suite 8A,
unless otherwise noted. For more information, including
class times or registration help, contact Cory Sikorski at
csikorski@chsbuffalo.org or (716) 706-2541.
Macholz Named Financial
Executive of the Year
Congratulations to Dave Macholz,
vice president Finance/corporate controller,
on being named a “Financial
Executive of the Year” by Business
First. Dave will be recognized during
a luncheon at Salvatore’s in October.
As a key member of our finance
team, he made significant contributions
to the successful turnaround of
Catholic Health. Under his leadership, we have been able
to save millions of dollars in interest costs, while increasing
access to capital dollars for strategic projects.
Dave has led major initiatives to improve our financial
performance including automating our capital and operating
budget process. He has also spearheaded a productivity
initiative across Catholic Health resulting in millions
of dollars of savings for our system.
2011 Flu Shot Dates
All associates, volunteers and staff are strongly encouraged
to get a flu vaccine to protect themselves and our
patients. Please present your Catholic Health ID at any
of the following locations to get a free flu shot.
AppleTree Business Park ~ Suite 48 CR B & C
October 6 ~ 6:00 - 11:15 am & 12 noon - 5:00 pm
Kenmore Mercy Hospital ~ Community Room
October 10 ~ 6:00 - 11:15 am & 12 noon - 5:00 pm
St. Joseph Campus ~ Community Room
October 14 ~ 6:00 - 11:15 am & 12 noon - 5:00 pm
Sisters Hospital ~ Marillac Room
October 17 ~ 6:00 - 11:15 am & 12 noon - 5:00 pm
Mercy Hospital ~ CR Main A & B
October 21 ~ 6:00 am - 11:15 am & 12 noon - 5:00 pm
Nazareth Campus ~ CR A & B
October 25 ~ 8:00 a.m. – 12 noon
Mercy Ambulatory Care Center ~ Conference Room
October 27 ~ 10:30 am – 3:30 pm
7

CONNECTIONS is produced by:
Catholic Health
Creative Services Department
2875 Union Road, Suite 23-24
Cheektowaga, NY 14227
Email submissions to:
knati@chsbuffalo.org and
kjc4281@chsbuffalo.org
PRSRT FIRST-CLASS
US POSTAGE
PAID
BUFFALO, NY 14240
PERMIT #2469
Important news for associates, their families, and friends of Catholic Health.
2875 Union Road, Suite 23-24
Cheektowaga, NY 14227
All submissions are subject to editing and
are published at the Editor’s discretion.
Voice of the Associate
We are one of the
Best Places to Work
because of YOU!
Let your voice
be heard!
All responses will remain anonymous.
October 2 – 15
Computers and paper surveys will be available.
Survey can be completed within 10 minutes!
Access the survey online by typing in this URL:
http://www.surveymonkey.com/s/VOA2011
Associates who participate will be
eligible to win an iPad or gift card.
Catholic Health’s Values:
Reverence, Compassion, Justice, Excellence
HR
Benefit News
Not a First Choice
Participant Yet?
Why Not?
What could you do with some extra cash in your pocket? Did you know
that you could save annual out-of-pocket health premium costs ranging
from more than $800 for family coverage and $150 for single coverage,
simply by switching from your current health plan to Catholic Health
First Choice? Besides the premium savings, there’s even more important
reasons to switch to First Choice.
By enrolling in First Choice, you are not only getting a high quality
health plan, with comprehensive benefits and excellent customer service,
but the savings continue with zero co-pays and zero deductibles for most
eligible services. And because First Choice covers most eligible services in
full, there’s no annoying paperwork or claim forms to fill out.
With 97% of area physicians participating in the plan, Catholic Health's
high quality continuum of care, and coverage for specialty
services not offered within our system, First
Choice has you covered.
Introduced by Catholic Health in 2009
to control rising health insurance costs,
First Choice is gaining popularity and soliciting
positive comments from our associates.
In 2011, nearly 1,000 Catholic
Health associates are enjoying the benefits of
First Choice, with an overwheming number
rating the plan good or excellent.
In addition to the cost savings, First Choice offers
another big advantage over other health plans. Because First Choice relies
on participants using Catholic Health programs and services, more of our
health coverage costs remain in our system, strengthening our bottom line.
That helps protect jobs and enables Catholic Health to make improvements
throughout our system.
Keeping Catholic Health strong is in all our best interests. So while
most other health insurance plans are facing double-digit increases this
open enrollment season, First Choice is your obvious choice for high quality,
affordable health coverage. If you are not already a member, learn more
about the advantages of First Choice by contacting your ministry Human
Resources office.
Keeping it All in the Family
Catholic Health - Leading the Way
in Community Education
Catholic Health’s Community Education Programs are the most extensive
in the region offering wellness and disease prevention teachings. The
Community Education department provides, free of charge:
telephone line and Catholic Health website
Working with our designated service line teams – Cardiac, Neuro/
Vascular and Women’s Services – Community Education is helping to
spread the good works of Catholic Health at featured community events.
Living with Stroke – Catholic Health physicians joined stroke survivors
in May to present information on the latest advances in stroke care. More
than 160 patients, family members and caregivers attended the program.
Stroke & Cardiovascular Care for EMS Providers – Community
Education hosted this special education program for 300 area Emergency
Medical Service (EMS) providers. Catholic Health physician presenters
provided valuable information to assist first responders who transport
stroke and cardiovascular patients to our emergency departments. These
types of programs help keep the EMS community updated on developments
within our emergency departments and our technical capabilities.
Heart Health for Women – Heart
disease is the leading cause of death
among women. Catholic Health is
the only health system in the region
pairing women’s services with cardiac
services to create a unique care experience
designed to meet the special
needs of women with heart disease.
In August, nearly 200 women joined
Catholic Health cardiologists and
OB-GYNs for a special program
on disease management, prevention,
and emerging treatments for cardiac
conditions in women.
Catholic Health heart patient Rita Lauricella
(right), pictured with Gina LaFountain from
Continuing Care, provided an insightful look
into her experience as a heart patient during
our "Heart Health for Women" program.
8 chsbuffalo.org