The people you see on this wall are heroes

<strong>The</strong> <strong>people</strong><strong>you</strong> <strong>see</strong> onthis wall areheroesFor nearly 60 years, the employees of KaiserPermanente Northern California have beenheroes. <strong>The</strong>y gave medical care to workersbuilding the California Aqueduct and thoseconstructing Liberty ships during WWII. It wasdifficult and unpopular work at the time. <strong>The</strong>ywent “the extra mile” not for glory, but becauseit was the right thing to do.Today that spirit lives on in our physicians, nursesand staff in San Joaquin and Stanislaus counties.Some of our Everyday Heroes save lives. Othershave provided kindness and generosity when itwas needed most– medical care for those whocannot afford it, help in a familiar language,knowledge to help lead a healthier life. <strong>The</strong>seare the acts of Everyday Heroes.If <strong>you</strong> tell them they are heroes, they will tell <strong>you</strong>what they did was not so much. If <strong>you</strong> ask theperson who received their good will, they willtell <strong>you</strong> it made all the difference in the world.

Share ourvisionWe aspire to be the health plan of choice because weembrace the following values:QualityServiceCostChallengesCommunityDiversityOur priority is to promote wellness by continuously improvingquality of care. <strong>The</strong> measurements of our success are highmedical standards and our members’ good health.Every experience at Kaiser Permanente will be a valued one.Our customers and members are partners with us and arethe reason for our existence. We are jointly responsible forour success. We actively <strong>see</strong>k opportunities to improveservice and access.Our entire team will share the responsibility of providingquality health care in a cost-effective manner.Our standard of operation is to identify, encourage andrecognize creative solutions.We champion programs that improve the health and wellbeingof our communities. Our team’s involvement in thecommunity will be supported.Our diversity in experiences, backgrounds and perspectives,both in our members and staff is a valued source of strength.We will be the health care employer of choice by respecting,empowering and rewarding all members of the team.

HildaAdameHer passion is tohelp others whohave enduredthe same plightas she and herfour daughters.Enthusiasm, a love of <strong>people</strong>, a constantsmile, and the nickname Sunshine arepersonal trademarks Hilda Adame wearslike badges of honor, and with goodreason. Hilda, Lead EnvironmentalServices Aid, who has worked in theEnvironmental Services (EVS) Departmentin Stockton for 13 years, is a survivor ofdomestic violence. Today, her passion isto help others who have endured thesame plight as she and her four daughters.“Despite her physical and emotional scars,Hilda has healed. “I made it, and I wantto let others know they can make it, too.”Hilda volunteers as a counselor for othervictims of domestic violence whileaspiring to become a certified counselor.She also holds a second job with EVSfor another healthcare system and is adevoted mother and wife–Hilda hasbeen happily remarried for 15 years.“Hilda shows us it’s possible to bepositive and successful even after goingthrough the most trying circumstances,”says Health Educator Andrea Edmonds,who nominated her to become anEveryday Hero.Hilda credits her success to everyonearound her. “Everyone at the facilityworks as a team,” she says. “I’ve gottenhelp here from everyone.”“I thank God for where I am today. Hewas with me the whole time,” she says.

ChristopherDixon, MDDr. Christopher Dixon, a physician in theOB/GYN Department in Stockton, finds timeto do little things that make a big differencefor his patients and co-workers.Co-worker Vicky Marin, RN, nominatedDr. Dixon to be an Everyday Hero becausehe always offers a smile, an act of kindness,a piece of wisdom, or a willingness to help.For Vicky, he set aside personal time to talkwith her teenage son about the Civil RightsMovement for a history paper. Dr. Dixonsays, “I enjoy nurturing <strong>you</strong>ng minds.”“His answers were enlightening,” says Vicky.“He’s become my son’s hero!” As a resultof their talk, Vicky’s son, who had beenstruggling in his class, did his best work yeton that paper, earning a grade of 98.Dr. Dixon’s ability to inspire comes fromknowing what it’s like to beat the odds. “Hewanted to know what obstacles I faced asan African-American while in medical school,”Dr. Dixon says. “Of 632 students in my class,only 24 were minorities. I had to adapt, blendin and get along in a difficult environment.”Dr. Dixon’s ability to inspirecomes from knowing what it’slike to beat the odds.Dr. Dixon coped thanks to his familybackground and prayer. “Faith and familywere my foundation,” he says. To today’s<strong>you</strong>ng <strong>people</strong> he offers: “Set a goal andkeep <strong>you</strong>r sight on it, move forward, andnever look back.”

PaulaRasmussen“I understand what themembers are goingthrough first-hand.”As a breast cancer survivor, Paula Rasmussencan easily put herself in the shoes of manyKaiser Permanente patients. “After cancer, <strong>you</strong><strong>see</strong> things differently,” says Paula, PharmacyClerk at the Stockton medical center. “Iunderstand what the members are goingthrough first-hand.”Paula was diagnosed with breast cancer in2001 and spent 6 months away from work,recovering. As a result of her experience, shebrings an awareness, a deep compassion,and positive thinking to the Pharmacy counter.She often notices when a patient is gettingtreated by her doctor. “I might say, ‘That’s myoncologist’ and share my story. We might getteary. I had family and friends to support me,but some <strong>people</strong> need someone to talk to.”Paula attributes much of her positive thinkingto her upbringing in Hawaii. “I carry the Alohaspirit with me and with that spirit I’ve learnedpatience, empathy, respect, and how to focuson the positive,” she says. Members can look ather and how she has survived and find hope.“I have a new appreciation for everything,”Paula says. “Today I’m alive and thankful.”

At Kaiser Permanente, everyone has an importantrole to play in the good health of our members. Ourleadership in quality and service demonstrates theexcellence of our efforts.<strong>The</strong> Butler Service Award is designed to acknowledgephysicians and staff for extraordinary customer service.Recipients are selected by their colleagues for goingabove and beyond what is required of them to meetthe needs of our members and each other. KaiserPermanente Stockton is honored to recognize thisyear’s Butler Service Award recipients (clockwisefrom left):Julie Pestana, Pharmacy SecretaryMichael Madamba, ASC Record AnalystRon Alt, Facilities Services Manager2004ButlerServiceAwardNatasha Agualo, Work Place Safety SpecialistLinda Hurst, Family Nurse PractitionerNot Pictured:Hector Ley-Han, MD, Adult Primary Care PhysicianWe proudly commend these heroes, our heroes,for exemplary dedication, caring and unselfishness,both in the workplace and in the community.

Front Row (left to right): Celso Luzada, Maria Reyes, Susan Dichupa, Sharon Dunlap, Marty Dougherty; Back Row (left to right): Stormy Wilson, Art Castaneto, Henry Ilaga, Jim Lynn and Humberto GarciaNot pictured: Sharon Likely, Mary Olah, Channary Tep, Sherry GarciaSupply Cost ReductionCommitteeKaiser Permanente’s Stockton Medical Centeris a model for stretching every penny of ourmembers’ dues, thanks to its Supply CostReduction Committee.<strong>The</strong> committee, which formed three years agoas a Labor Management Partnership, aimed toreduce costs without compromising service tomembers by targeting medical supplies, theprice of which has skyrocketed in somedepartments.“It’s been a model of what can be done underthe Labor Management Partnership,” saysSharon Likely, RN, Assistant Medical GroupAdministrator. “<strong>The</strong> synergy that occurs withthe Partnership uncovers opportunities forimprovement we might otherwise overlook.”According to Humberto Garcia, MaterialsServices Manager and committee chairperson,“Our biggest savings came from organizingsupplies.” Staff consolidated supplies andassigned one person instead of several tohandle ordering.<strong>The</strong> team also sought ideas from co-workers andorganized a facility-wide swap meet, which wasa big hit. “We said, ‘Bring <strong>you</strong>r excess suppliesin the morning, and return in the afternoon toshop,’” Garcia explains. Employees traded paper,cartridges, and even desks and chairs.“We’re making <strong>people</strong> conscious of dollars,” hesays. “We ask them to share supplies that come10 or more in a box with other departments.”<strong>The</strong> effort has paid off. <strong>The</strong> medical centereasily beat target expenses for supplies lastyear. Also, Garcia says, “People are happier.<strong>The</strong>y aren’t running out of things.”

NevillePatel, MD“Patients wantdoctors who care,who listen, whotake time toexplain things tothem.”“I was the first college graduate in my family,and the first doctor,” says Neville Patel, MD,recalling warmly how his father sparked hisinterest in medicine. “I was in the sixth grade.My father and I were cleaning the yard andhe turned to me and said ‘I think <strong>you</strong> wouldmake a great doctor.’”“My high school girlfriend (now my wife)also thought so,” he continues. “She’s myrock, my biggest supporter. My wife had avision of me as a doctor even when I wasn’tsure. She helped me through my toughesttimes in medical school. We’ve beentogether 17 years. Without her, I would notbe a doctor today.”Today, as a Family Practice Physician inManteca, Dr. Patel loves his work and it’sobvious to everyone he encounters. Hisuplifting spirit, zany sense of humor, andopen door policy make him a favorite withboth his co-workers and our members.“Patients want doctors who care, who listen,who take time to explain things to them,”says Dr. Patel. “<strong>The</strong>re’s that quote ‘laughteris the best medicine,’ and it’s true. I love tolaugh and to make <strong>people</strong> laugh.”“I enjoy Dr. Patel as a colleague and afriend,” says his supervisor Janet Thaung,MD, Assistant Site Leader and MedicineTeam Lead. “He’s really good at what hedoes and I respect him very much.”

LeoCostantini“I love getting up every morning and comingto work,” says Leo Costantini. “After work,I feel I’ve accomplished something. It’s agood feeling.”A Medical Assistant in Manteca, Leo rotatesbetween Pediatrics and Adult Primary Care. Ina fast paced environment, Leo demonstratesadept versatility and a positive attitude thatinspires those around him.Gracious, professional (and a little shy), Leo hasa reputation for never saying “no” – even whenhe’s busy. And colleagues describe him as theepitome of calm. “He always stays calm andpleasant in stressful situations,” says co-workerChristi Perry. “Patients like him very much.”“Leo always has a good attitude and focuseson the positive,” adds Sally Raney, AssistantService Unit Manager in Adult Primary Care andLeo’s supervisor. “He’s great to have around.”Leo learned the importance of helping andappreciating others early. “I grew up on asmall island in the Philippines called Siquijor,”he explains. “We had a simple life; farmers,fishermen, a white sand beach outside ourfront door. No electricity or phones. We hadlittle, but what we had was precious.”Today, Leo’s family remains important to him.One colleague shared that Leo pays thetuition for his sister to go to nursing schoolsaying, “When <strong>you</strong> love what <strong>you</strong> do, <strong>you</strong>want to do <strong>you</strong>r best and share the rewards.”“When <strong>you</strong> love what <strong>you</strong>do, <strong>you</strong> want to do <strong>you</strong>rbest and share the rewards.”

2004ButlerServiceAwardAt Kaiser Permanente, everyone has an important role to play in the goodhealth of our members. Our leadership in quality and service demonstratesthe excellence of our efforts.<strong>The</strong> Butler Service Award is designed to acknowledge physicians and staff forextraordinary customer service. Recipients are selected by their colleagues forgoing above and beyond what is required of them to meet the needs of ourmembers and each other. Kaiser Permanente Manteca is honored to recognizethis year’s Butler Service Award recipients: Amour Gonzales, RN, DiabetesCare Manager and Felixberto Tejada, MD, Assistant Chief of Pediatrics.We proudly commend these heroes, our heroes, for exemplary dedication,caring and unselfishness, both in the workplace and in the community.