March/April 2011 - Catholic Health System

March/April 2011
Volume 2, Issue 6
In This Issue
State Report Highlights Excellence in Cardiac Care
Quality, innovation and excellence – these are the
hallmarks of cardiac care at Catholic Health. In
a region that struggles with cardiovascular disease at a
much higher rate than the national average, Catholic
Health is leading the fight.
From five-star ratings (out of five) from HealthGrades®
for coronary interventional
procedures and coronary bypass
surgery to a perfect threestar
rating from the Society of
Thoracic Surgeons for heart
surgery, the independent recognitions
of excellence for
Catholic Health’s cardiac services
keep coming in.
A recent report by the New
York State Department of
Health (DOH) found that
Catholic Health’s Interventional
Cardiology program at
the Heart Center at Mercy
Hospital of Buffalo leads the
region in quality outcomes,
while its medical director, Salvatore Calandra, MD,
ranks best in the state.
The report reviewed New York’s 44 cardiac programs
and found Mercy Hospital’s mortality rate was the lowest
in the region for cardiac procedures, including angioplasty
and stent placement from 2006-2008. Dr.
Catholic Health Named to SDI Top 100 List
For the fourth consecutive year, Catholic Health has
been named to the nation’s list of most integrated
healthcare networks, the “2011 SDI IHN (Integrated
Health Network) 100” published in Modern
Healthcare Magazine. Catholic Health
placed 30 th on the list, including first
in New York State and third in the entire
Northeast.
In the new report, Catholic Health
jumped from 51 st in 2010, an improvement
of 21 places. The ranking recognizes the nation’s
100 most integrated health networks, graded annually
on operations, quality, scope of services and efficiency.
The survey, which evaluated 576 health systems,
is conducted by SDI Health LLC, a nationally recognized
healthcare data and consulting firm.
“Our consistent improvement over the last four years
is another indication that we are progressing as a high
performing health system,” said Joe McDonald, president
and CEO of Catholic Health. “Patients who select
Catholic Health can rest assured they are getting great
care from one of the best health systems in the nation.”
The SDI IHN 100 survey program voluntarily invites
health systems from across the nation to submit survey
case presentations in eight critical areas including
integration, outpatient utilization, integrated
technology, financial stability,
services and access, contract capabilities,
and physicians.
“The bar moved even higher in this
year’s rankings, as we compete among the
best health systems nationally,” McDonald
continued. “We have a focused team at Catholic
Health and a solid partnership with our physicians.
Together, we are dedicated to providing the best care
to our patients and community.”
Catholic Health has continually improved in the SDI
survey since it first made the Top 100 list in 2008. “While
we are very pleased with our progress, we are never satisfied,”
McDonald added. “This recognition is one more
affirmation of the work all our associates and physicians
do to redesign our healthcare model and improve care,
access and quality for our patients.”
Creating
Physician
Partnerships
2 3 4 5 6 7 8
• Living Our Mission
• Aimee Gomlak
Leads Women’s
Service Line
• Go Green
• Electronics
Recycling Day
Medical Director Salvatore Calandra, MD, (third from right),
and Joseph Gelormini, MD, (fourth from left) head Catholic
Health’s Interventional Cardiology team.
• Faces of Sisters
Hospital
• Service Spotlight
• MS Support
Groups
• Understanding
Advance
Directives
• Surgery Treats
Reflux Disease
• Smoke Free at
St. Joseph Campus
• Tim Hortons
at Mercy
• Pulmonary
Rehab
Calandra is also the top-ranked physician in the state
for cardiac interventional procedures achieving a perfect
(0.0 %) mortality score.
“We have clearly demonstrated that a mid-size cardiac
program can compete successfully with large programs
on quality,” said Joe McDonald, Catholic Health
president and CEO. “A cardiac
program is only as good as its
medical team, and we have the
best physicians and clinicians
at Mercy Hospital as evidenced
by this state report.”
As a group, the physicians at
Mercy Hospital led the region
in best cardiac outcomes or
lowest overall mortality rates.
Utilizing the latest minimally
invasive procedures and leading
edge technology, Catholic
Health’s cardiac team is reducing
admissions, length of stay
and re-admissions to the hospital,
while improving overall
quality of life and holding down the cost of care.
“Our team has worked hard to improve quality outcomes,”
said Dr. Calandra. “Our patient volume has increased
because we have raised the bar on quality while
other cardiac programs in the region have seen diminishing
caseloads.”
• Bringing Value
to Patients
• AthletiCare
Experience
• Expectations
• Letters from
Patients
• Home Care News
• Health Care
50 List
• HIPAA Question
and Answer
• LTC’s New
Administrators
• Around the
System
• Catholic Health
University
• D’Youville Honors
CHS Physicians
• Natural Family
Planning
As we continue on the path
to becoming a High Performing
Health System, one of
the key factors to our success is
developing a strong partnership
with our physician community.
For Catholic Health, that partnership
began more than 15
years ago with the creation of
the Catholic Independent Practice
Association, now known as
Catholic Medical Partners.
Along with Catholic Health
and Mount St. Mary’s Hospital
in Lewiston, Catholic Medical
Partners includes nearly 900
physicians, who are focused on a
common set of goals, called the
Triple Aim – to improve the
health of the population, enhance
the patient experience, and control
healthcare costs. The Triple
Aim focuses on goals that have
been part of our strategic plan,
but expands our focus to include
goals that help control costs like
reducing avoidable admissions
and readmissions, improving office-based
care for patients with
chronic conditions, and expanding
palliative care.
One of the ways Catholic Medical
Partners is working to improve
the health of our community is
through the development of Patient
Centered Medical Homes
Joe McDonald
President & CEO
continued on page 2
• HR Benefit News:
Mail Order
Prescriptions
• HealthConnection
• Corporate
Challenge 2011

Our Roots, Our Mission, Our Promise of Excellence
2
Living
our
Mission
How Do You See Things –
A Matter of Perspective
Are you a realist, a pessimist, or an optimist? Do you
see the cup as half full or half empty, or like it truly is? Is
it all a matter of perspective?
Research studies suggest that
when an organization and its
associates focus their energy
and efforts on strengths,
identifying what is positive
and working well, as opposed
to what is not working; it can
instill hope, build cooperation
and lead to greater overall
satisfaction.
Obviously, in healthcare
we must focus on clinical and
organizational improvements
to fix things that are not working well, but it’s how we seek
out the best of “what is” to create “what might be,” that
ignites positive change. In our journey to become a high
performing health system, approaching change by focusing
on our areas of strength can help fuel our ministry and give
us a new perspective in our daily work.
When Michelangelo was commissioned to create the
statue of David in 1501 for a cathedral in Florence, he
carved it from a piece of marble a previous sculptor had
discarded out of frustration 40 years earlier. Art historians
say when Michelangelo began the project, he did not see
a discarded slab of stone, but saw every detail of David as
the statue appears today. Before he ever put chisel to stone,
he envisioned what David would look like. This type of
thinking leads to bold innovation. For Michelangelo, the
hard work was done, he simply chipped away at the stone
to reveal the perfect image of David he had envisioned.
As we pursue excellence to enhance the patient/resident
experience, the lesson here is that you can get what you
envision yourself achieving when you work towards a
goal. For us, it’s providing an exceptional and safe patient
experience. Let’s focus on what is working, what gives
us life, and what fuels our mission. Every organization
has something that works right. In Catholic Health, our
individual strengths bring our mission, vision and values
to life and ensure we remain effective, successful, and
connected.
Aimee Gomlak Leads Women’s Service Line
As part of Catholic Health’s commitment to
bring its women’s services together to improve
quality, access and outcomes, Catholic Health has
appointed Aimee C. Gomlak, MBA, FACHE,
vice president, Women’s Service Line.
“Catholic Health is a respected regional leader
in women’s health,” said Joe McDonald, president
& CEO of Catholic Health. “Aimee will work
closely with our physicians and staff, aligning
women’s services to support our emergence as a
top performing health system and better serve the
thousands of women who depend on us for care.”
Aimee has been with Catholic Health since
1997, most recently serving as vice president
for Strategic Development. In that role, she was
the project leader in the transformation of the
former Our Lady of Victory Hospital into the
OLV Senior Neighborhood, a national model
for senior living. The rebirth of the campus fulfilled
Catholic Health’s promise to ensure the
facility would remain a vibrant part of the community
for generations to
come. She also served as
executive director of the
Continuing and Home
Care Foundation, which
supported the acquisition
of nearly $30 million in
investments, grants and
donations for the OLV
Senior Neighborhood
Aimee Gomlak
project.
“Aimee has the organizational skills and commitment
to help take women’s services to the
next level,” said Richard Ruh, MD, senior vice
president, Service Lines for Catholic Health.
“She is a proven leader, noted for her drive and
her passion for our mission. She will use those
qualities to lead our Women’s Services and ensure
a great patient experience for women who
choose Catholic Health for their care.”
Electronics Recycling Day
Set for June 4
Catholic Health will hold its third “Electronics Recycling
Day” for associates, physicians and volunteers on Saturday,
June 4 from 9am to 1pm, at the AppleTree Business Park.
Catholic Health Go Green volunteers, in cooperation with
Regional Computer Recycling and Recovery of Rochester,
will accept unwanted PCs, VCRs, TVs, cell phones and other personal electronic equipment
from your home. This event is open to Catholic Health associates, physicians and volunteers.
We’ll also be collecting non-perishable food items for the Food Bank of WNY, so it’s a
double win for our community! For details on what items will be accepted for recycling, visit
the associates section of the Catholic Health website: www.chsbuffalo.org/associates
National Prescription Drop Off Day
Thanks to everyone who supported the National Prescription Drop Off Day on April 30.
Kenmore Mercy Hospital; Sisters Hospital, St. Joseph Campus; and the Mercy Ambulatory
Care Center, served as drop off sites as part of this national and regional effort, collecting
hundreds of pounds of unwanted and expired prescription drugs. Special thanks to Frank
Heinrich and the Catholic Health pharmacy team for leading this effort.
Think Spring… Spring Cleaning that is
In an effort to make our facilities more inviting for our patients, visitors and staff, Joe
McDonald has put out a call to each Catholic Health organization to look for ways to
spruce up their buildings and grounds. Each ministry leader has been asked to put together
a plan to clean, organize, clear clutter, and recycle outdated equipment and supplies for a
Spring Cleaning campaign that will run from April 22 – June 3. Look for ways in your own
department or work area you can support his effort to create a more pleasing environment
in and around Catholic Health.
Creating Physician Partnerships
continued from page 1
(PCMH). This new practice model changes
the way primary care is organized and delivered
to provide patients and their families
with a more coordinated approach to care.
Using electronic medical record technology
and office-based clinical care coordinators,
PCMHs provide comprehensive, efficient
care, while helping patients become more active
participants in their own health.
Catholic Health is committed to strengthening
primary and specialty services throughout
the region to improve access to care and
support the continued development of our
Clinical Service Lines, which include Vascular
Services (Cardiac, Stroke and Vascular
care), Women’s Services, Orthopedics and
Cancer Services. Primary Care services such
as Family Medicine, Internal Medicine,
OB-GYN and Pediatric Services, provide
the vital link to the physician specialists who
practice within these service lines.
The recent opening of the Mercy Comprehensive
Care Center in Buffalo’s Old
First Ward is a great example of the steps
we are taking to ensure patients have greater
access to Primary Care Services. This gleaming,
new facility rivals centers found in more
affluent communities, and is a testament to
the charitable work begun by the Sisters of
Mercy in this very neighborhood more than
150 years ago.
To further support the development of
our physician practices and the growth of
our Clinical Service Lines, Catholic Health
created its own Physician Recruitment Department
in 2006. Over the years we have
recruited dozens of physicians to our system
and community to improve access to care
throughout the region.
Through the hard work of our managers
and associates; the acquisition of the latest
medical technology; and an emphasis on
quality, safety and providing an exceptional
patient experience, Catholic Health is quickly
becoming a preferred destination for some
of the finest physicians practicing today.
Over the next decade, the demand for
more physicians in our community is likely
to continue, but Catholic Health is well positioned
to meet this need by providing the
ideal practice environment for area physicians.
chsbuffalo.org

The “Faces” of Sisters Hospital
Our Roots, Our Mission, Our Promise of Excellence
The “Faces of Sisters Hospital” campaign was a great
success, with hundreds of budding artists participating
in the unique art project.
Buffalo artist Brian Nesline, founder of Faces of
Buffalo, created a special mosaic rendering of Sisters
Hospital Main Street campus, composed entirely of
drawings made by the hospital’s staff. Over 200 doctors,
nurses, and associates participated in the project,
creating one-of-a-kind self-portraits to be displayed
within the final artwork.
Nesline composed the portraits into a beautiful mosaic
rendering of Sisters Hospital’s front entance, which will be proudly displayed in the
hospital’s newly renovated Emergency Department, slated to open later this Spring. The
artwork depicts the many “faces” of Sisters, who help to serve our community.
Nesline started Faces of Buffalo in 2002 with a single mission: to collect self-portraits
from the community and create a massive mosaic of the city itself. A larger mosaic was
made the following year, as well as six more images, with more than double the participants.
Nesline continues to create and display his artwork around Buffalo, and soon will be creating
a mosaic for the St. Joseph Campus.
MS Support Group Helps Patients
Share Struggles and Successes
For the past 13 years, Marion Smith
has attended a Multiple Sclerosis Support
Group twice a week at Partners In Rehab
West Seneca. The group offers structured
exercise in a supportive, caring atmosphere
to help MS patients maintain their independence
and stabilize the progression of
the disease.
At age 60, Marion moves easily from the
elliptical machine, to the parallel bars, to the
exercise bike, all under the watchful eye of
Marion Smith practices some exercises on the parallel bars
under the watchful eye of Partners In Rehab Physical
Therapist Nancy Ogorek.
chsbuffalo.org
the center’s physical therapists. To see her in
action you would never know she has lived
with MS for the past 20 years. Today, she
credits her mobility and stamina to the exercise
and support she gets from the Partners
In Rehab staff and her fellow patients.
“They’re like family,” says Marion, who is
the informal den mother of the group, often
counseling other MS patients. “The therapists
are wonderful. They provide individualized
care to meet each patient’s special
needs.”
A firm believer in the principle of “use
it or lose it,” Marion looks forward to her
time at Partners In Rehab and the socialization
it provides. “Living with MS can be
a challenge, but coming here is hope,” she
says. “You have to set realistic goals and take
small steps to reach those goals.”
“This is a way for our associates to give
back to patients who have ongoing physical
therapy needs,” said Tom Coleman, PT,
Partners In Rehab site manager. “We are the
common thread that brings these patients
together to support one another and share
their MS struggles and successes.”
Begin the Conversation:
Understanding Advance Directives
Have you had “the talk” with family and loved ones about end-of-life care? Because it can
be uncomfortable to have frank discussions about death and dying, many people simply
avoid having these important conversations.
Recognizing the difficulties families can encounter when Advance Directives are not in
place, Catholic Health Continuing Care has developed a series of educational videos to
help patients, residents, and families throughout the community begin the conversation.
Through a grant from Fidelis Care New York, the videos help viewers understand the
importance of Advance Directives and how they can help people ensure their wishes will
be carried out, even if they cannot speak for themselves. The videos provide an easy to
understand introduction and overview of the four components of Advance Directives:
• Health Care Proxy – allows you to appoint an agent or proxy to make
healthcare decisions for you, when you can no longer speak for yourself.
• DNR (Do Not Resuscitate) Order – a document that tells medical
professionals you do not want CPR performed if your heart stops or you
stop breathing.
• Living Will - states your medical care wishes.
• MOLST (Medical Orders for Life Sustaining Treatment) – a document
that identifies your wishes for life sustaining treatment.
Talking about death and dying is never easy. As advocates for those in our care, we hope
these videos will encourage you to have conversations with your family, friends, and perhaps
medical and legal professionals to ensure your wishes for end-of-life care are followed. The
time to think about Advance Directives is NOW! Begin the discussion today by logging on
to www.chsbuffalo.org/advancedirectives.
On the Road With
Mission on the Move
Each day, hundreds of people come to Catholic Health
for medical care. But did you also know we travel to sites
throughout Western New York, bringing valuable health
and wellness services to people in their own communities?
Through our Mission on the Move mobile health program,
Catholic Health Community Education nurses
visit churches, schools, senior centers, shopping malls and
other community gatherings, offering free health screenings
and important health education to people who might
not otherwise have access to these valuable services.
During a recent trip to the Buffalo Auto Show in February,
Mission on the Move provided free diabetes, cholesterol
and bone density screenings to dozens of people attending
the annual event. The team not only offers health
screenings for common diseases, but also identifies people
with serious health concerns and provides one-on-one
health counseling and referral information to link at-risk
individuals with the follow-up medical care they need.
Often, Mission on the Move nurses are the first health
practitioners some people have seen in years. At the auto
show, one man who had his cholesterol tested commented
to Community Education nurse Maria Schilling that
he hadn’t seen a doctor in over 20 years. Maria provided
him with information about our HealthConnection physician
referral service and he was able to schedule an appointment
with Brenda Perez, MD, at Catholic Health’s
Chestnut Ridge Family Practice in Orchard Park.
This is just one example of how Catholic Health is
reaching out in our community. During 2011, Mission on
the Move expects to perform over 8,000 health screenings,
many in underserved areas where people have limited
access to care, fulfilling Catholic Health’s mission to
serve those in need.
Best Place to Work
Catholic Health was named the “Best
Place to Work,” by Business
First of Buffalo during its annual
awards luncheon held at
the Buffalo Convention Center in
March. Over 700 people attended
the luncheon, which honors area
employers in a variety of categories.
Catholic Health received the
top honors in the jumbo category (1,000+
employees). Winners were chosen by Quantum Workplace
of Kansas using an employee survey that measures
how a company rates as a place to work. Congratulations
to everyone for helping to make Catholic Health the Best
Place to Work.
3

Our Roots, Our Mission, Our Promise of Excellence
Miracles and Wonders
Through Technology
Breakthrough Surgery
Treats Reflux Disease
It’s estimated that one in ten Americans experience
heartburn symptoms at least once a week. Symptoms can
range from mild to severe, with diet, certain medications,
obesity and even stress being the leading causes of gastroesophageal
reflux disease, commonly known as heartburn,
gastric reflux or GERD.
Oftentimes, the condition can be managed with lifestyle
changes or medications, but in severe cases surgery
may be necessary. Mercy Hospital of Buffalo has become
the first and only hospital in the Buffalo area to offer a
new “incisionless” surgery called TIF® (Transoral Incisionless
Fundoplication) to treat gastric reflux disease.
Global Health Ministry Extends
Catholic Health Mission to Jamaica
In January, five Catholic Health associates traveled
to Kingston, Jamaica to participate in Catholic
Health East’s Global Health Ministry, serving
people in one of the poorest regions of the world.
Like the many Catholic Health doctors, nurses,
clinical professionals, and administrative leaders
who have gone before them, it was a life altering
experience.
For team leader Matt Hamp, COO at Sisters
of Charity Hospital, it was an opportunity to continue
the longstanding global outreach begun by
former Catholic Health executive John Davanzo. “We’ve heard many stories from people
who have participated in Global Health Ministry, but until you experience it for yourself
you can’t comprehend the poverty and lack of basic medical care these people live with
every day,” said Hamp.
Hamp led a multi-disciplinary team that included Lynn Wick, OTR, Home Care; Mary
Scholten, RN, Care Management; Derek Grove, Purchasing; and Terry Finiki, RN, Sisters
Hospital. Along with volunteers from throughout Catholic Health East, they spent
12 to 15 hours a day providing basic medical and surgical care to dozens of patients under
extremely difficult conditions.
“The people of Jamaica are so very grateful and the hugs you get at the end of the day
make it all worthwhile,” said Hamp, who encourages other associates to get involved in
mission work. “Whether it’s in Jamaica, or right in our own community, there are ways we
all can serve those in need.”
For more information on Global Health Ministry or local community service opportunities,
contact your site Mission Integration leader.
Tim Hortons Opens at Mercy Hospital
Dr. Eckhert, center, performs robotic surgery at Mercy Hospital.
In January, Kenneth Eckhert III, MD, a general surgeon,
became the first specialist in Western New York to
offer the TIF procedure, which is performed transorally
(through the mouth), using an innovative technology
called the EsophyX® surgical device. For severe heartburn
sufferers, the results can be remarkable.
The TIF procedure was recently featured on ABC
News/GMA Health, as a breakthrough surgery to treat
reflux disease. Recent studies have shown that the procedure
significantly improves typical symptoms of reflux
disease, including heartburn and regurgitation in 75-90%
of patients, and eliminates the need for daily use of medication
in up to 97% of patients. Clinical results to date
support its effectiveness in curing the condition in over
75% of patients.
“The TIF procedure represents the next step in the evolution
of minimally invasive surgery,” said Dr. Eckhert.
“It’s a new way to treat reflux disease without incisions,
resulting in less pain, faster recovery, and improved quality
of life for many patients suffering with this condition.”
Celebrating a Rebirth in
Buffalo's Old First Ward
Sisters of Mercy, Catholic Health officials, and local
politicians gathered to celebrate the grand opening of the
new Mercy Comprehensive Care Center at 397 Louisiana
Street in Bufffalo on April 8. Pictured from left are: C.J.
Urlaub, Councilman David Franczyk, Dr. Philip Rados,
Sr. Nancy Hoff, Sr. Peggy Groman, Sr. Sheila Marie
Walsh, Assemblyman Mark Schroeder, Bob Hawks,
County Executive Chris Collins, Mike Reilly and Joe
McDonald.
4
Coffee cups were clinking at Mercy Hospital
of Buffalo on February 23 during a
blessing and ribbon cutting ceremony to
celebrate the opening of a Tim Hortons
café in the hospital’s new main lobby.
Leigh Lanciano, district manager, Tim Hortons; Mike
Galbraith, hospital director of Food & Nutrition; C.J.
Urlaub, hospital president and CEO; and Jean DeSantis,
hospital associate, celebrate the opening of the Tim Hotons
café at Mercy Hospital.
“There’s nothing like the smell of fresh
brewed coffee to welcome patients, visitors
As Linda Page cut swatches from her husband Phil’s
“colorful” t-shirts, she cried her eyes out. Today, they hang
as a quilt in Kenmore Mercy Hospital’s Pulmonary Rehabilitation
gym, where Phil Page spent much of his time as
a patient before passing away from a pulmonary embolism
last summer.
The Pulmonary Rehabilitation Program provides structured
exercise and education to help patients suffering
from various respiratory conditions increase their stamina
and improve their quality of life. It’s also a place where patients
support one another, sharing ideas and experiences
– the unofficial information that is so valuable when living
with a chronic lung condition.
“This group helped us better understand what Phil was
going through,” said Linda. “It really became his solace
and helped him be happy again.” Phil, who suffered from
emphysema and chronic obstructive pulmonary disease
and staff to our hospital,” said C.J. Urlaub,
president and CEO of Mercy Hospital. “The
opening of our Tim Hortons café represents
another major step in our hospital’s ongoing
efforts to provide a first-rate patient and visitor
experience, as well as an inviting workplace
for our associates and physicians.”
Taking it a step further, Mercy Hospital
is the first and only hospital in the U.S.
and Canada to offer Tim Hortons coffee
to its inpatients. “It may be a small part
of a patient’s overall hospital stay,” Urlaub
commented, “but if a cup of coffee from a
recognized name like Tim Hortons helps
brighten a patient’s day, we’re happy to provide
it.”
In his remarks during the ceremony, Urlaub
acknowledged the Sisters of Mercy,
who opened Mercy Hospital in 1904, and
their foundress Catherine McAuley, who
offered her guests “a comfortable cup of tea,”
as a symbol of the warm and caring Mercy
spirit.
T-shirt Quilt Honors Memory
of Pulmonary Rehab Patient
Margueritte Augugoiaro (left)
and Linda Page proudly hold up
the quilt Linda made in memory
of her husband Phil.
(COPD), was with the program for three years. During that time, he developed a special
bond with the staff and his fellow patients, especially Margueritte Augugoiaro to whom
Linda presented the quilt.
“We’re a very close knit group, like a family,” said Margueritte, a COPD patient who has
been in the Pulmonary Rehabilitation Program for 13 years. Phil is one of several “family
members” they have lost over the years. The quilt brings back warm memories of Phil and
his eclectic t-shirt collection, while reminding the patients and staff how different people
can come together to make something truly special.
chsbuffalo.org

Our Roots, Our Mission, Our Promise of Excellence
Pursuing Excellence – Enhancing the Patient Experience
Bringing Value to the Patient Experience
We know what value means when we purchase goods or services, but what does it mean in healthcare?
Because healthcare providers are usually paid by third parties (state and federal governments,
insurance companies, employers, etc.), it’s often the third party – for better or worse – that determines
what “value” means in healthcare.
Under the Affordable Care Act, the Federal Government has established a Medicare value-based
purchasing (VBP) program that links inpatient hospital payments to various quality measures.
While this new payment system will not begin until 2013, the measurement period will run from
July 1, 2011 through March 2012.
What does this mean for Catholic Health?
In the future, our Medicare reimbursement, which accounts for nearly 45% of our revenue, will
be based on a payment system that looks at a combination of clinical quality and patient experience
measures. The patient experience measures, as determined by our patient surveys, are:
• Overall rating of the facility • Pain management
• Communication with nurses • Communication about medicines
• Communication with physicians • Cleanliness/quietness of the environment
• Responsiveness of hospital staff • Discharge information
Under this payment plan, Medicare can withhold a portion of the payment, which can then be
earned back by meeting these quality measures or improving over time.
Meeting and surpassing quality targets has always been an important part of our mission and
we welcome the opportunity to demonstrate our commitment to improve quality and value by exceeding
our patients' and residents’ expectations. While the financial “earn back” of this program is
important, the mission critical goal is to improve the patient experience by providing respectful and
compassionate care at all times.
Amputee Making Strides at AthletiCare –
One Patient’s Experience
When Kevin Degnan was hit by a car in 1986, the Canisius
College track star’s world as he knew it stood still.
His left leg was severely injured, putting his passion for
running on hold long term. After fourteen surgeries, years
of rehabilitation, and constant fights with infection, Kevin
and his doctor made the mutual decision to amputate his
lower left leg last fall.
Confronted with a host of emotions, questions and
concerns, he didn’t know what the future would hold, but
he was determined to run again. A few months after surgery,
he was fitted with a prosthetic leg and began physical
therapy at Catholic Health’s AthletiCare at Kenmore
Mercy Hospital. AthletiCare offer a special Amputee Rehabilitation
Program to help patients like Kevin achieve
their rehabilitation goals.
Joe Baumgarden, manager of AthletiCare, tailored a
rehabilitation program especially for Kevin, working on
balance, strength and coordination, getting him to walk
and eventually run without thinking. “Some people who
go through an amputation end up being inactive.” said
Joe. “That obviously isn’t the case for Kevin, who is at least
a year ahead in his recovery. He has shown determination,
courage and amazing enthusiasm. He is truly an inspiration.”
Kevin reached an important milestone in his recovery,
when he ran in the “Shoes for Shelters” 5K Run held at
Forest Lawn Cemetery on April 10. While his recovery
Kevin Degnan crosses the finish line at the Canisius
College Shoes for Shelters Race. Pictured with
his Catholic Health/AthletiCare family from left:
Andy Sanfilippo, Ann Schukraft, Kevin Degnan,
John Kane, Christina Sage Kane, Matthew
Marzullo, Rachael Hughes, Karen Hughes, and
Megan Lankes.
has seemed like an uphill battle at times, he credits his remarkable recovery to the team at Athleti-
Care. “Running was my life and the accident, and then the surgery…it hit me in so many different
ways,” he said. “I couldn’t have done it without my amazing support system at AthletiCare.”
Striving to be a "10"
As we continue our efforts to improve Catholic Health's patient satisfaction scores, we would like
to thank everyone for their contributions to enhance the patient experience. The graph below tracks
our results over the last year for patients who rate their overall hospital experience a 9 or 10. As we
work together to pursue excellence, we will continue to keep you updated on our progress.
Tell us what you think…
Submit your suggestion to improve the
Catholic Health patient experience at...
www.chsbuffalo.org/PatientExperience
Associate Feedback…
Strategies need to be collaborative and inter-disciplinary
in nature. The organization spends a lot of time
and resources identifying goals within the various divisions.
It is time to create SYNERGY by focusing
on collaboration and partnership strategies. We are
indeed inter-dependent... part of a system.
The charge RN (in ICU) should not have a patient assignment.
Three patient assignments are all too common
in the ICU. How do you get someone to help
you when all the RN's are just trying to keep their
heads above water. The ICU is very user-unfriendly –
not being able to see patients from the desk, running
down the halls for supplies and equipment. Why not
put supply carts in the ICU rooms. How about incentives
for people who don't call in chronically? Open
visiting hours are not good for the patient or the RN.
Patients need rest. More security.
Employees MUST look patients in the eye when they
speak to them. This way, you will be heard when there
are discrepancies that are noticed by patients or their
families. Also, speak directly to family members too.
Treat patients and residents like you or your family
member would want to be treated. And smile and
be happy! A little patience goes a long way. Think of
yourself on the other side.
If someone looks lost – make sure you take the time to
ask them if you can help them. When people ask how
to get somewhere – take the extra time to walk them
where they need to go.
Letters from the Heart
AthletiCare Too often, we only hear negative comments,
so I’m writing to tell you how pleased I’ve been with the care
I’ve received at AthletiCare. Rick Szabala not only cared for
me and about me, he took the time (no matter how busy he
was) to educate, encourage, correct and really listen to me. God
always provides what we need most and I am most grateful
my journey has led me here.
Kenmore Mercy I am writing to tell you about the
great care I received in your hospital. The people in ambulatory
surgery were professional and helped to prepare me, as well as
comfort me before surgery. The care up on your medical/surgical
floor was superb. The nurses were very knowledgeable. They
helped me deal with the pain and told me what to expect. It was
very evident that your nurses and aides worked well together.
Subacute Care Our mother received rehab after being
discharged from the cardiac unit at Mercy Hospital. We cannot
begin to tell you how much we appreciated the care and
kindness shown to her. The medical staff was very responsive
and concerned about her medical condition. They responded in
a professional and caring manner. They were always patient
with us and kept us well informed. All the staff performed their
duties in a manner of concern for her welfare and comfort.
chsbuffalo.org
5

Our Roots, Our Mission, Our Promise of Excellence
Three Named to Health Care 50 List
Home Care
News & Events
LOVE Award
Peggy Furlong, RN, McAuley Seton Home Care, and
Selina Boswell, home health aide, Mercy Home Care, are
the 1st quarter Home Care LOVE Award recipients.
Kudos Winners
Congratulations to the following winners of the Kudos
movie passes: Denise Rybicki and Carol Smith ( January),
Sara Izzio (February), and Elaine D’Aguiar (March).
Mission Activities
The Home Care Mission Committee sponsored itssemiannual
auction/bake sale on Thursday, April 7 at Apple-
Tree Business Park. The event raised $2,284 to benefit the
Helping Hands Fund, the Food Bank of WNY and the
Home Care Mission Fund. An additional $348 was also
collected for the Cribs for Kids program.Thank you to all
who participated in any way, helping to make this event a
great success.
Michael Moley
Richard Ruh, MD
Ali Ghomi, MD
Three members of the Catholic Health family have been named
to Business First’s Health Care 50 – an annual list of the movers,
innovators, strategists, outstanding caregivers and pioneers in
the area healthcare. Catholic Health honorees include: Michael
Moley, senior vice president of Human Resources; Richard
Ruh, MD, senior vice president, Service Lines; and Ali Ghomi,
MD, director of Minimally Invasive Surgery at the M. Steven
Piver, MD Center for Women’s Health & Wellness at Sisters of
Charity Hospital.
A key member of Catholic Health’s Ministry Leadership
Council, Mike Moley has been with our system since 2004
implementing critical Human Resources initiatives across
a wide breadth of disciplines. He has built a multi-talented
interdisciplinary Human Resources team to drive breakout
performance in recruitment, retention, education, benefits
administration, pension enhancements, labor relations, and new
product development.
Dr. Ruh leads Catholic Health’s Vascular, Cardiac,
Neurosciences, and Women’s Health Services. He has served on
the system’s Board of Directors and Executive Committee. He
is past chairman of the Catholic IPA Board of Directors and a
respected leader in the physician community. Dr. Ruh was one
of the first area physicians to adopt electronic medical record
technology to improve clinical care and service in his office
practice.
A specialist in OB-GYN, Dr. Ghomi is a member of the
medical staffs at Sisters and Mercy hospitals. He performs
some of the most intricate, minimally invasive GYN surgical
procedures in the region. He is one of only a handful of surgeons
in the Buffalo area performing robotic-assisted, minimally
invasive gynecological surgery using the da Vinci® Robotic
Surgical System.
Long Term Care News
6
Reducing Fraud,
Waste and Abuse
In light of our nation’s call to reform healthcare and
reduce spending, we must continue to work diligently to
protect both our individual integrity and the reputation of
Catholic Health. Any perception of fraud, waste, or abuse
undermines the public’s trust.
We have a responsibility to be good stewards of the
public and private resources that have been entrusted to
us. Together, we can accomplish this goal by immediately
reporting concerns that exhibit the following behaviors:
• Using resources thoughtlessly or carelessly.
• Intentionally or unintentionally deceiving or
misrepresenting to receive some unauthorized benefit.
• Participating in activities that are inconsistent with
accepted medical, ethical and business practices; and/or
• Documenting and/or billing incompletely or
inaccurately.
Catholic Health associates are our first line of defense
in deterring and detecting fraudulent or negligent activity.
Your active participation in reducing fraud, waste and
abuse is essential. You can help by:
• Knowing the rules, regulations, policies and
procedures within your area of responsibility.
• Applying the knowledge of “doing it right the first
time.”
• Recognizing errors or unusual trends and reporting
those observations to a supervisor, manager or the
Compliance Department.
• Asking questions; the answers may influence an
action or outcome.
All associates have a duty to report potential or
suspected inappropriate activities. Do the right thing...
report concerns to:
• Anne Mason, Compliance & Privacy Officer – 821-4469
• Compliance Line – 1-888-200-5380
• Sally O’Brien, HIPAA Security Analyst – 862-1938
• HIPAA Hotline – 862-1790
Father Baker Manor Welcomes
New Administrator
Catholic Health
Continuing Care is
pleased to welcome
Mark Wheeler, administrator
of Father
Baker Manor in Orchard
Park.
Prior to joining
Catholic Health, Mr.
Mark Wheeler Wheeler served as
deputy director of Long Term Care at the
Livingston County Center for Nursing &
Rehabilitation. During his tenure, he was
able to develop and maintain an award winning
Neighborhood Report Card Program,
while successfully embracing a person-centered
model of care. His extensive experience
in senior care and senior living communities
in Western and Central New York, have included
positions with The Manor at Bethany
Village; the Episcopal SeniorLife Communities;
Orleans County Nursing Home; and The
Hurlbut of Rohm Services Corporation.
McAuley Residence Receives
National Recognition
McAuley Residence
has been
named a top performing
organization
in long term
care by the American
College of Health
Care Administrators
(ACHCA). Through
its Facility Leadership
Award, ACHCA recognizes leadership
Tova Kristal
excellence among administrators whose
facilities achieve top level performance in
select dimensions of quality. Tova Kristal,
administrator of McAuley Residence, is
among this distinguished group.
The award is based on national, publiclyreported
quality measures and survey data.
“We would like to congratulate Tova and
her staff for all their hard work to receive
this important recognition,” said Christine
Kluckhohn, president & CEO of Catholic
Health Continuing Care.
Partners In Rehab Receives
Falls Prevention Grant
Catholic Health and the Community Health Foundation of Western and Central New
York continue to support the development of initiatives aimed at reducing the number of falls
among at risk individuals. Through the Falls Prevention Collaborative (FPC), area health
and social service organizations are working to reduce the number of falls in our community,
which are responsible for approximately $1.7 billion in annual hospitalization costs.
Catholic Health Partners In Rehab has received a $25,000 grant from the Community
Health Foundation to continue the work that began last year through the FPC. Phase II of
the Collaborative is moving forward in conjunction with Catholic Medical Partners. Using
a web-based tool developed during Phase I of the project, physical therapists will host “At
Risk” clinics at primary care physician offices.
“A fall is a predictable and preventable event that can be avoided when caregivers and
medical partners work together,” said Karen Hughes, PT, director of Outpatient Rehabilitation.
“Physical therapists are trained to identify ‘at risk’ individuals. By offering fall
prevention screenings in the primary care setting, we can provide tools to patients and their
physicians to reduce the potential for injury.”
The grant will also fund the purchase of iPads, which will allow therapists to hold Fall Prevention
Clinics at community events, as well as medical offices. “Our investment is having
an impact in preventing falls among older adults, improving the quality of life in our community,”
said Ann F. Monroe president & CEO of the Community Health Foundation.
chsbuffalo.org

Our Roots, Our Mission, Our Promise of Excellence
Around the System...
Elisha J. Burkart Esq., has been named
corporate director of Labor Relations for
Catholic Health. She will be responsible
for support throughout our ministry in
employment and labor relations matters.
She brings a wide breadth of experience in
labor and employment law. Prior to joining
Catholic Health, she was a practicing
attorney at Goldberg Segalla and Jaeckle
Fleischmann & Mugel. She is a graduate
of Cornell University and the University at
Buffalo School of Law.
• • •
Heide Cornell has been named manager
of Volunteer Services at Sisters of Charity
Hospital. She brings a diverse background in
management and working with volunteers
in healthcare and community service
organizations, most recently serving as
activities director at St. Catherine Labouré
Health Care Center. In this new role, she
will be responsible for the volunteer teams
at Sisters’ Main Street and St. Joseph
campuses.
• • •
Rev. Nancy Lindberg, a member of the
Spiritual Care team at Kenmore Mercy
Hospital, has attained the distinction
of board certified chaplain from the
Association of Professional Chaplains. The
status of board certified chaplain represents
a high level of commitment and professional
achievement, as well as recognition by one’s
peers and professional association.
• • •
Congratulations to Lisa W. Smith, MSN,
RN, CCRN, corporate nurse educator, who
was commissioned to review the book, Notes
on Nightingale: The Influence and Legacy of
a Nursing Icon, edited by Sioban Nelson
and Anne Marie Rafferty. The review was
chsbuffalo.org
published in the December 22nd issue of The
Journal of the American Medical Association
( JAMA).
• • •
Richard Millich has been named manager
of Imaging Services at Kenmore Mercy
Hospital. Rich joined Catholic Health in
2002, most recently serving as manager of
Imaging Services at Sisters Hospital, St.
Joseph Campus. In his new role, he will be
responsible for the day-to-day management
of all imaging services at Kenmore Mercy
including the Kenmore Medical Office
Building and Williamsville Diagnostic
Center.
• • •
Susan Stout has been named manager
of Imaging Services at Sisters of Charity
Hospital. In this new role, she will provide
management oversight of all imaging
services at both Sisters Main Street and St.
Joseph campuses. She previously served as
chief technologist at Sisters Hospital’s Main
Street campus since 2003.
• • •
Susan Swords, RN, has been named
nurse manger of the Operating Room and
GI/Endoscopy Unit at Sisters of Charity
Hospital, St. Joseph Campus. She come
to Catholic Health from the Veterans
Administration Medical Center in Buffalo
with extensive experience in surgical care,
including management, teaching and sterile
processing.
• • •
Timothy Williams, ATC, AthletiCare,
was recently recognized by the Frontier
School District Board of Education for
his heroic efforts in providing emergency
assistance to one of their high school athletes
who was in respiratory distress.
Soarian Plan of Care Now at All
Catholic Health Hospitals
More than five years after its first implementation, Soarian Clinical Access continues to
evolve throughout Catholic Health. The newest e-tool for clinicians within our hospitals,
Soarian Plan of Care, helps inter-disciplinary care teams manage patient problems, interventions,
and expected outcomes.
Soarian Plan of Care replaces an outdated system that did not have the functionality to
meet the federal government’s “meaningful use” criteria. The new system eliminates the
need to switch computer systems when developing care plans and generates lists of suggested
problems based on patient histories and other nursing assessments. This allows nurses to
place individualized orders that relate to their patients’ specific problems.
“Soarian Plan of Care helps our nurses generate more meaningful, individualized care
plans by integrating nursing assessments with real-time documentation,” said Janet Kay,
RN, BSN, clinical advisor at Kenmore Mercy Hospital. “Each nursing assessment performed
takes on greater value for the entire care team by identifying patient-specific problems.”
Like many clinical applications, this new system has been a big change for our care team.
“The plan of care is still the foundation for providing quality patient care,” Kay continued.
“Through Soarian Plan of Care, the patient’s response to nursing interventions and medical
orders is now available to the entire clinical team, allowing for adjustments to the care
plan as needed and streamlining how we communicate with one another to provide better
patient care.”
D’Youville College Honors
Catholic Health Physicians
Congratulations to Catholic Health physicians David N. Johnson,
MD, and James G. Corasanti, MD, PhD, who recently received
D’Youville College’s Achievement in Health Care Award.
A longtime member of Kenmore Mercy’s
Medical Staff, Dr. Johnson serves as chairman
of the hospital’s Department of Family
Medicine. In addition to a private medical
practice, Kenmore Family Medicine, he is
also active in medical missionary work in
Nepal. Dr. Corasanti has been a member of
David N. Johnson, MD
Kenmore Mercy’s Medical Staff since 1995.
He is a member of the Buffalo Medical Group and a clinical associate
professor of medicine at the University at Buffalo School
of Medicine and Biomedical Sciences.
James G. Corasanti, MD
CH University offers more than 70 courses that assist
leaders in improving their performance and enhancing
their ability to carry out the Catholic Health Mission. Below
is a sampling of upcoming courses. Courses are specifically
tailored to the needs of associates – clinical, nonclinical,
management, supervisory, financial, operational,
customer service, mission enhancement, and more.
May 2011
12 – Performance Appraisals/Management (CH109)
13 – Leading with Emotional Intelligence (CH260)
17 – The Healing Ministry (CH377c)
26 – Public Speaking 1 (CH151)
June 2011
2 – Leading Change (CH394)
3 – Customer Service for Frontline Associates (CH124)
8 – Mission of Jesus & Our Mission (CH377g)
10 – Manager Core Curriculum session 1 (CH394)
16 – Leading High Performance Teams (CH104b)
17 – Manager Core Curriculum session 2 (CH394)
22 – Essentials of Leadership (CH168b)
29 – Stress Management (CH173)
All classes are held at the Catholic Health Staff
Development Education Center located in the AppleTree
Business Park, Suite 8A, unless noted otherwise. For more
information, including class times, or help with registering
for classes, contact Michele Williams at mwillia@chsbuffalo.
org or (716) 706-2544.
Catholic Health
Summer Fun Days
Darien Lake – Saturday, July 16
Tickets will be on sale from June 14 – July 14 at all
Catholic Health Human Resource Departments and
include all park and water park attractions, a free inpark
concert featuring Miranda Cosgrove and Greyson
Chance, plus a buffet picnic lunch from 2 – 5 p.m. Associates
can purchase up to four tickets for $18 before
July 11 ($25 after July 11). Additional tickets are $29.50
each.
Buffalo Bisons – Thursday, July 28
Come to Coca-Cola Field to see the Buffalo Bisons vs.
Scranton WB (Yankees farm club). Tickets are $8 and
include a pre-game tent party at 5:00 p.m. followed by
the game at 7:05 p.m. Tickets can be reserved by calling
the Bisons’ Group Ticket Representative at 846-2031 by
Friday, July 22.
Watch for more details coming soon.
Creighton Model of Natural
Family Planning Sessions
Sisters of Charity Hospital
May 21, June 25 and August 20
Mercy Hospital
June 1, July 17 and August 3
Mount St. Mary’s Hospital
May 18, June 15 and July 27
Call Mary Zablocki at 862-1944 for more details.
7

NON-PROFIT
ORGANIZATION
US POSTAGE
PAID
BUFFALO, NY 14240
PERMIT #420
Hurry! Register Today!
Important news for associates, their families, and friends of Catholic Health.
CONNECTIONS is produced by:
2875 Union Road, Suite 23-24
Cheektowaga, NY 14227
Catholic Health
Creative Services Department
2875 Union Road, Suite 23-24
Cheektowaga, NY 14227
Email submissions to:
knati@chsbuffalo.org and
kjc4281@chsbuffalo.org
All submissions are subject to editing and
are published at the Editor’s discretion.
2011 J.P. MORGAN CHASE
CORPORATE CHALLENGE
Thursday, June 9, 2011
Delaware Park – Race Begins at 6:45 p.m. – Run or Walk 3.5 Miles
Online Registration Only
Log on to: www.jpmorganchasecc.com.
You Must Register Under Catholic Health
$20 Fee Includes: Race Registration • Team Shirt • Race Finisher’s Bag
Do not pay online
Send your $20 registration fee (payable to Catholic Health System)
directly to: The Magellan Group, PO Box 240, West Falls, NY 14170
Registration deadline is Tuesday, May 17 at 4 p.m.
Payment must be received by
May 20 at 4 p.m. – No exceptions
All registrants must be Catholic Health associates, at least 18 years of age.
Regstrants are responsible for checking eligibility
requirements when registering.
For information, email corporatechallenge@magellanadvisory.com
or call (716) 854-2341
Mail Order
Prescriptions...
HR
Benefit News
The Perfect Combination of
Convenience and Savings
Are you looking for ways to save money on your medications?
In association with Independent Health, our prescription drug plan
administrator, associates who select health coverage through Catholic
Health have the choice of two mail-order prescription options – Express
Scripts and Walgreens Mail Service. Both mail-order services offer ease
and convenience for your maintenance medication needs, including online
refill ordering, online bill payments and extended customer service hours.
One big advantage of mail order prescriptions is that you will only be
charged two co-payments for a 90-day supply, versus three co-payments
at a traditional retail pharmacy. Please note that only those prescriptions
on Independent Health’s Maintenance Medication formulary, indicated
by the superscript “D,” are available through mail order. You can view the
formulary on their webpage at www.independenthealth.com or by calling
(716) 635-7880 or (888) 879-9172, Monday through Friday from 8 a.m.
to 8 p.m. TDD users may call (716) 631-3108.
First-time registration
Before using Express Scripts or Walgreens Mail Service for the first
time, you will have to register with the mail order pharmacy of your choice.
Here’s how to register (please have your member ID number available):
• Mail: Registration forms are available by contacting your Human
Resource Department, Independent Health’s Member Services
Department, or Express Scripts or Walgreens Mail Service at the
website or number listed below.
• Online: at www.express-scripts.com or www.walgreensmail.com.
• Phone: Call Express Scripts at 1-866-467-8642 (TTY/TDD:
1-800-899-2114) or Walgreens Mail Service at 1-866-202-5196
(TTY/TDD: 1-800-573-1833)
Refilling your prescriptions is fast and easy by telephone, mail, or
online access. To place an order, you must have your member ID number,
prescription number, and credit card number if you are charging your
co-pay. To make sure you have an adequate supply of your medication,
remember to reorder 14 days before your prescription runs out.
HealthConnection
(716) 447-6205
Good health depends on finding reliable information and the right
healthcare services. Catholic Health’s HealthConnection makes
getting that information as easy as picking up the phone.
Whether you’re looking for a family doctor or medical specialist,
seeking health information, wellness classes, or community support
services, Catholic Health’s HealthConnection can help.
• Find a doctor or medical specialist who is right for you.
• Get free health screenings to check for health risks.
• Enroll in free health education programs to live a healthier life.
Speak with a live Catholic Health
representative at (716) 447-6205
or visit chsbuffalo.org
8 chsbuffalo.org