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Making a Difference with FIRST IMPRESSIONSWOW, what an employee!Saying good morning; holding a door open; escorting a lost patient to their destination – these smallgestures can make a big impression. Raising awareness of how these simple customer service effortsimpact patients, visitors and co-workers is one of the goals of the First ImpressionsCommittee. “We want everyone who spends time at WakeMed to feelwelcome,” said Oral Wise, director of Ambulatory Services and chair of thecommittee. “Whether the grounds are well-landscaped or not, and whetherthe person who greets you is friendly or not – these things go a long way inshaping the opinion and perception of our guests.”The Association of periOperative Registered Nurses Journalpublished an article on patient safety and simulation writtenby Fran Powell, MHA, BSN, RN, (Center for InnovativeLearning).The committee, which is part of system-wide Patient- & Family-CenteredCare efforts, is pursuing several avenues to promote positive firstimpressions. After assessing the aesthetic of WakeMed’s facilities, thecommittee has focused on raising customer service standards. They workedwith Staff Development & Training to add an experiential learning componentto the Wake Way class, which is required for all new employees. After learningabout WakeMed’s standards of excellence, employees are sent out to find it inaction and identify opportunities for improvement. Since this component wasintroduced, it has received overwhelmingly positive feedback.In June, the committee made a splash at the management staff meeting bybringing a warm atmosphere to an otherwise typical business meeting.Rows of chairs were replaced with tables topromote networking, and committee membersgreeted attendees at the door, making sure everyone feltwelcome. The experience challenged managers to bringthat warm feeling back to their departments. “Promoting apositive environment starts with leadership. Whenemployees feel appreciated and valued, they are more likely totreat our patients, families, visitors and each other with thekindness they deserve,” commented David Coulter, senior vicepresident and administrator, Cary Hospital.The committee is now planning an educational campaign for patientregistration and other public-facing areas to ensure that the Wake Way ispracticed in every guest interaction. Stay tuned to learn more!Liz Watson (Patient Financial Services) was promoted tomanager of specialized collections and customer service.Shanell Woodley, RN, (6B Rehab) earned her bachelor’sdegree in business.Jackie Winston (Volunteer Services) earned certification as abilling and coding specialist.Kandice Speight, RN, (6A CVIC) earned her bachelor’s innursing (BSN) from East Carolina University.Carla Stevens, RN, (Occupational Health) received her BSNfrom Phoenix University.Mintoria Stockton (Emergency Department – NorthHealthplex) received her BSN from Duke University.Meagan Henning Yountz, RN, (6A CVIC) received an adultand geriatric nurse practitioner degree from UNC-Chapel Hill.Brittney Surles, RN, (CICU) obtained critical care nurse(CCRN) certification.Beverly Alfman, RN, (eICU) obtained CCRN certification.Elizabeth Pieper, RN, (Neuro ICU) obtained CCRNcertification.Brier Creek Healthplex was a sponsor of Brier CreekElementary School’s annual spring carnival, which raised over 10,000. The funds will help support literacy tutoring, healthand wellness activities, foreign languages, cultural arts, andmore.Traci Sasser, RN, (Wake Specialty Physicians – ENT) receivedher associate degree in nursing.Jaime Summers (Wake Specialty Physicians – CaryCardiology) completed the CNA exam.NEWS FROM WAKEMED PHYSICIAN PRACTICESWPP Announces New Leadership Structure & TeamThe WakeMed Physician Practices (WPP) division has grown exponentially over the years and now employsmore than 240 exceptional physicians covering primary care and over 20 specialties. With this growth,staying connected with the system is more important than ever. That’s why WPP recently established a newleadership structure and adopted a service line model to ensure consistency, efficiency and strategicoperations that align with the WakeMed system. Congratulations to the following proven leaders!The following Patient Case Management staff obtained theiraccredited case manager (ACM) certification: ShannaStephenson, RN; Marshel Moore, RN; Chris Price-Williams,RN; Melanie Proctor, RN; Andy Edwards, RN; VickieZografos, RN; Nancy King, RN; Trisha Blaylock, RN; PatriciaToten, RN; Sheri Lamm, RN; Christel Hoard, RN; and RachelWells, RN.Jane Stewart, BSN, RN-BC, (Nursing Education) earnedcertification as a stroke certified registered nurse.Laura Franklin, RN; Catherine Fair, RN; and JessicaSchmidlin, RN, (all of the Adult Emergency Department),obtained certification in emergency nursing (CEN).Megan Lorincz, RN, (Emergency Department – ApexHealthplex) earned CEN olyn KnaupThomas HaughKaren PerrySenior Vice President,Ambulatory Services andPhysician OperationsMedicine Service Line DirectorHaugh has over 20 years ofhealthcare experience and joinedWakeMed in 2011 when weacquired Accent Urgent Care,where he had served as practicemanager/administrator. He hasoversight for the followingpractices: Hospitalists & Intensivists –Raleigh Campus, Cary Hospitaland Harnett Health System Pulmonology Psychiatry Gastroenterology eICUWomen’s and Children’s ServiceLine DirectorPerry has been with WakeMed forover 30 years and has spentseveral years leading practicemanagement operations formultiple WPP practices. She hasoversight for the followingpractices: Obstetrics & Gynecology(Women’s Center and RaleighCampus) Maternal Fetal Medicine Pediatrics Pediatric Surgery Pediatric Intensivists Children’s Endocrinology &Diabetes NeonatologyKnaup now oversees all WakeMedambulatory sites, including morethan 50 WPP offices. She has beenan integral member of ourleadership team since 1999 andhas over 25 years of clinical andadministrative leadershipexperience. Her recent promotionto senior vice president will helpthe WPP network continue togrow and support WakeMed’sstrategic plan.Dee DarkesCardiovascular Service LineDirectorDarkes joined WPP this month,bringing over 25 years ofhealthcare administrationexperience. She has oversight forthe following practices: Raleigh Cardiology Carolina Cardiology Carolina CardiovascularSurgical Associates WSP – Cardiovascular(Advanced Devices) Cary CardiologyJamie LandrumPrimary Care Service LineDirectorLandrum joined WakeMed in2008 and has been serving in aleadership role for primary caresince 2010. She has oversight forthe following practices: All 11 Wake SpecialtyPhysicians Primary CarePractices Accent Urgent Care –Raleigh & Cary Employee HealthDavid PontzSurgery Service Line DirectorPontz has worked in partnershipwith WakeMed for over 12 yearswhile working for Progress USA,Wake Orthopaedics’ managementcompany. He has oversight for thefollowing practices: Wake Orthopaedics Ear, Nose & Throat – Head &Neck Surgery Urology (WFP/WSP and CapitalUrology) General & BariatricSurgery/Trauma Harnett Surgical Associates Vascular Surgery Neurovascular SurgeryCarly Pool, RN, (1 East Clinical Evaluation Area - CaryHospital) received the June DAISY Award.Erica Amodeo, RN, (6B Orthopedics & Oncology) received theJuly DAISY Award.PACU congratulates LaQuinta Reed on moving into an NTIIrole.Kelly Thompson-Brazill, ACNP, (Heart & Vascular MidlevelProgram) became a contributing editor for pharmacology forthe journal Critical Care Nurse. She also received the MaryLewis Wyche Fellowship to apply toward her doctoral studies.Caress Adams, MSW, (Patient Case Management) earned herlicensed clinical social worker (LCSW) certification.1A Clinical Evaluation Area congratulates Leah Neptune, RN,and Christopher Barnes, RN, on being promoted tosupervisor/clinical educators.Renee Buchser, RN, and Lindsy Bice, RN, (Women’s Pavilion& Birthplace – Raleigh) passed the inpatient obstetricscertification exam.Keathren Hewett (Wound Care) became a certified hyperbarictechnologist.Mini Dominic, RN, (CICU) earned cardiac medicinecertification (CMC).Akia Brown (Wake Faculty Physicians – Pediatrics) completedher nursing degree and passed the RN boards.The following Information Services staff members achievedEpic certification(s) in their areas of responsibility:Joe BarbacciRobertBellesheimSteve BennJill BrimhallKristenBuczkowskiDevonda DasherMyra DickersonJulie DillardRobin FinchBrandy GriceTammy HamrickArt HarrisDonna JonesTarsha JoynerLatonya KearneyMelodie KingSherry KingJanet LaurentLori MasonStephenMatthewsShelley MitchellRex NuferEmma ParkerJosie PellotDave PotchakJay PriceJason RothKari SpencerChristine SteinHolly TrullJessica WheatonDenise WilliamsCindyYarborough

Wake Specialty Physicians –TheEmployeeHealthPharmacyCaring for Your Familythe Wake Way!THE PHARMACY AT WAKEMED IS HERE FOR YOU!The WakeMed Pharmacy makes it easy to get yourmedications! Pick up your prescription at work and savea stop on the way home. Our courier service will alsodeliver medications to Cary Hospital – simply take yourprescription to the Cary pharmacy and it will be returnedwith the next available courier. We offer: 4 and 10 generic medications Over-the-counter medicines Medication counseling upon request Multiple payment options: cash, credit cards, flexspending cards and payroll deductionFor individuals enrolled in the WakeMed medical plan,co-pays average 10 cheaper than outside pharmacies.New hours:Monday through Friday - 7 am to 7 pmSaturday - 8 am to 4 pmSunday - ClosedWSP – EmployeeHealth providesprimary and urgentcare services foremployees and theirdependents age 6 and up.From annual exams to chronicdisease management; from sorethroats to insect bites, we can help youfeel better ASAP.Providers are available Mondaythrough Friday for urgent medicalneeds, routine check-ups andinjuries. EmployeeHealth is locatedon the first floorof the AndrewsCenter.For appointments,call ext. 08284.Walk-ins are alsowelcome.Comings & GoingsAfter more than 30 years of service to WakeMed,Marie Billings-Johnson, manager, VolunteerCommunity Services, is retiring on Sept. 5. Bestwishes for a happy retirement!1C Clinical Evaluation Area welcomes MichelleCarvan, RN, and Josephine Myles, secretary/NAII,and bids farewell to Sheena Miller, RN, whotransitioned to 2 East – Cary Hospital.Property Services welcomes David Edwards, MHA, Trauma Services welcomes Debbie Newman as theas facilities manager.new injury prevention representative and Safe KidsWake County coalition coordinator.3E CVIC welcomes Julia Jenkins, RN; StefanieWheeler, RN; Ashley Brownlow, RN; and DavidThe Children’s Emergency Department welcomesDobbins to the team. The unit also welcomes nurse Hayley Kerr, RN; Mika Glines, RN; Donnafellows GiGi Lasher, RN; Carrie Wilkerson, RN;Hermann, RN; Christa Jones-Hooker, RN; RachelDanielle Johnson, RN; Jessie Coleman, RN; andClendenin, RN; Candi Brown, NAII; ParveneAllison Edwards, RN.Colton, NAII; Louise Jones, clinical secretary;Alison Wommack, RN; and Mandie Holland, RN.Volunteer Services welcomes Natalie Leary.Inpatient PACU welcomes Jennifer Hanks, RN.Occupational Health bids farewell to RebeccaCarlson, RN, and welcomes Deidra Fehr, BSN, RN, Women’s Pavilion & Birthplace – Raleigh welcomeswho transitioned from Emergency Department –Asha Oakes, RN; Heather Rogers, RN; HollyNorth Healthplex.Keefe, RN; Jaime Beasley, RN; Cheryl Harrington,RN; and Linda Powell to the night shift.Neuro ICU welcomes Nicole Smith, RN; PaigeBoyce, RN; Kelsey Ramsey, RN; Maureen Pitts,Transfusion Service welcomes Elias Brangman,RN; and Angela Galletta, secretary/NAI.MLT, to the team.2 West CVIC - Cary Hospital welcomes Joy Creech,RN, nurse fellow; Nichole Dean, NAI; LauraSichitiu, NAI; Leisy Pujols, NT; BrookeBroadaway, RN; Jodi Schuh, RN; KatelynnArrowood, NAII; and Becca Cavari, NAI.Chest Pain Unit welcomes Meredith Webster, RN,nurse fellow.OneCall welcomes Sandra Devivo.Home Health welcomes Michelle Haywood, PT;Elvia Schroeder, RN; Wendy Moghadam, RN;Sharee Thompson, RN; and Liz Williams,financial specialist.CICU welcomes Virginia Davis, Vanessa Dorsey,RN; Kandy Fraleigh, RN; and Tammy Currin, RN.Emergency Department – Apex Healthplexwelcomes Heather Bunse, RN, who transitionedfrom Emergency Department – Cary Hospital, andRoderick Duncan.3A welcomes Megan Pisula, RN; MichelleStrickland, RN; Dianah Kimani, RN; and nursefellows Mary Phillips, RN; Tracy Garrison, RN;Michele Vernadoe, RN; and Charlotte Refvem, RN.Wake Faculty Physicians – ENT welcomesBethsaida Drohin, David Pontz, and JamesO’Neil, MD, to the team. They also wish SaraFood & Nutrition Services welcomes Tanena Larry,Mansfield the best as she transitions to Garnerfood service assistant/hostess; Ashley Cobb, RD;Primary Care & Garner ENT.Rob Newmeyer, executive chef; ErnestineAnthony, food service assistant/hostess; Lindsey6C welcomes Julia Russell, RN; Nancy Goodnight,Croslen, food service assistant/hostess; and ChrisRN; Michelle Cornish, RN; Lauran Vincent, RN;Baker, Café 3000 team leader.and Telissa Avila, RN.The NICU welcomes Mike Lorete, RN, and JennieWalker, RNC.In MemoriamFormer WakeMed employeeMargaret (Marti) Palmer passedaway on June 27. Palmer, who retiredin 2012, spent most of her 16-yeartenure at WakeMed working at theRaleigh Campus patient informationdesk. Palmer will be remembered forher smile, friendly attitude andcommitment to helping others.Carolyn Bunch passed away on June26. Bunch was a long-time member ofthe Health Information Managementdepartment and would havecelebrated 30 years of service toWakeMed this September. She will begreatly missed by her coworkers.Wake Specialty Physicians – CarolinaCardiovascular Surgical Associates bids a fondfarewell to David Robaczewski, MD.WHAT YOU SHOULD KNOW ABOUTThe Healthcare ReformIndividual MandateA key part of healthcare reform is the individual mandate, whichrequires most individuals to purchase health insurance coverage orpay a penalty. If you are currently covered under the WakeMedhealth plan or a government program (Medicare, etc.), you can stillreceive insurance under those programs. Starting next year, if youare eligible and opt out of WakeMed’s medical plan, you can buyhealthcare coverage through a government-run exchange called theMarketplace.Is anyone exempt from the individual mandate?Individuals may be exempt from the individual mandate if theycannot afford coverage or have an income below federal tax filingthreshold. For a list of exemptions, see the Benefits website.How much is the penalty and how will it be collected?The penalty is either a fixed dollar amount or a percentage ofincome, whichever is greater. In 2014, the penalty will be 95 perperson or up to 1 percent of income (for example, someone earning 50,000 would pay 500). The penalty will be phased in over athree-year period and will increase in 2015 and 2016.Starting in 2015, everyone who files a federal tax return will haveto report whether they (and their dependents) had insurancecoverage or if they were exempt from the individual mandate. Thegovernment will use this information to determine who must pay apenalty.Is there financial assistance available tohelp purchase health insurance?Premium tax credits are available for low-income individuals whopurchase health insurance through the Marketplace. Premium taxcredit amounts vary. To qualify, a taxpayer: Cannot be eligible for the WakeMed health plan or a governmentprogram such as Medicaid Must have an annual household income between 100 and 400percent of the federal poverty line May not be claimed as a dependent of another taxpayer Must file a joint return, if married Must enroll in a health plan through the MarketplaceIndividuals with household incomes below 250 percent of thefederal poverty level may also be eligible for cost-sharingreductions to help pay medical expenses.If you have questions about how healthcare reform will impactyou, contact the Benefits department at ext. 08143.CRITICAL CARE NURSES PRESENT RESEARCHNurses and administrators from several hospitalsparticipating in the American Association ofCritical-Care Nurses Clinical Scene Investigator(CSI) Academy visited WakeMed in July to presenttheir CSI projects. Raleigh Campus and CaryHospital are two of seven North Carolina hospitalstaking part in the year-long program, which isdesigned to help critical care nurses use best practicesat the bedside.The Raleigh Campus CSI project was designed to improve nurse-tonurse communication at shift change as well as engage patients andfamilies in that process. Team members include Robin Mitchell, RN(CICU-A); Kelley Reep, BSN, RN (2E CVICU); Veronica Coker, RN(2E CVICU); and Taylor Smith, BSN, RN (CICU-A). Cary HospitalCSI participants Linde Hawkins, RN (2 West ICU); Tammy FralinMosier, RN (2 West ICU); Laura Gaillard, RN (2 West MSIC); andAshley Ritchie, RN (2 West MSIC), also shared their project, whosegoal is to improve mobility in the critically ill and reduce thenumber of days patients are on ventilators. After the projects arecomplete, the CSI nurses will share their knowledge at a regionalconference in 2014.Additions & AttachmentsAnu Francis, RN, (Chest Pain Unit) and husband Bobywelcomed baby Brian Boby on June 8.Shana White (Health Information Management) and JasonWalston celebrated their wedding on April 27.Omar Alkadhi (Staffing Resources), who was born atWakeMed 30 years ago, welcomed son Yousif Alkadhi, bornat WakeMed on June 11.Meghan Beal (Staffing Resources – Cary Hospital) andhusband Adam welcomed daughter Landry Kate on April 16.Jessica McInnis, RN, (WakeMed Faculty Physicians –Gastroenterology) and her husband celebrated the birth of sonJacob Parker on March 22.Muddy the Mudcat and some Carolina Mudcats players scored a homerun when they visited the Children’s Hospital and Children’s EmergencyDepartment in July. Muddy and the players made friends with everyonethey met and even signed a few autographs. Thanks for visiting, Mudcats!

WakeMed, Paired Health Partner toImprove Transitional Caregetting to knowjeanene martin, MPH, MEdSenior Vice President – Human ResourcesAsk Jeanene Martin about her roleat WakeMed, and she’s quick torespond: “The reason I am hereis to take care of our staff.” Inorder to do that, she wants everyemployee to feel comfortable approaching herany time they have concerns or ideas. Howserious is she about being available? It’simportant enough that her home phonenumber is on her business card so she’s neverout of reach in an emergency.Martin grew up in Littleton,N.C., and moved to Raleigh toattend N.C. State University(NCSU). After earning abachelor’s in psychology and amaster’s of education inguidance and personnelservices, she started workingin human resources (HR) atRex Healthcare. ThoughMartin wasn’t drawn to the clinical aspects of ahospital, she chose a career in healthcare because,“At the end of the day, I wanted to feel like I washelping people,” she says. Martin spent 11 years atRex, becoming the director of HR and earning amaster’s of public health from UNC-Chapel Hillalong the way. She then moved to Albany, Ga., tobe vice president of HR at Phoebe PutneyMemorial Hospital. Her tenure was cut short,however, when a recruiter called two years lateroffering an opportunity to be considered for whatMartin describes as “basically my dream job.” In1997, she packed her bags, moved back to herhome state and started working at WakeMed.Today, Martin leads the teams responsible forrecruitment and retention, employee relations,benefits, workforce development, andcompensation policies and practices. From themoment a job seeker applies for a job to their lastday at WakeMed, HR ensures that employees havethe resources they need to perform their job well.“Every department within HR plays an importantrole in taking care of our staff and volunteers. Wehave to provide a safe, enjoyable, challenging andsecure place to work so patient care can be theirtop priority,” she says. Martin also hasresponsibility for programs that supportemployees professionally and personally,such as Volunteer Services, the Gift Shop, andOccupational Health, as well as those thatprovide educational opportunities, includingthe Center for Innovative Learning, NursingEducation, and Staff Development & Training.Of HR’s many programs, Martin is proudest ofManagement Pathways, which helps prepare thenext generation of WakeMed leaders, and saysher favorite part of her job is interacting withstaff and volunteers. Through programs like “Youare the Difference” and “Dine & Discuss,” she hasample opportunity to talk directly withemployees. Martin sees how these efforts pay offthrough WakeMed’s annual employee survey. The2013 results exceeded 2012’s considerably (seestory, page 1), which Martin says reflects thededication of WakeMed’s leaders as well as the HRdepartment. “We don’t create those results; themanagers do that. We provide the tools, but at theend of the day, they create the results,” she says.Martin’s dedication to helping people extendsbeyond her office. She has a long history ofvolunteering and has worked closely withInterAct, Haven House, Wrenn House and othernonprofits over the past 30 years. She also staysbusy as a volunteer board member for severalorganizations, including InterAct, the NorthCarolina Theatre, N.C. Virtual Public SchoolAdvisory Board and several NCSU groups. On theweekends, if Martin and her husband Eric aren’tcheering on the NCSU Wolfpack or the CarolinaPanthers, they can often be found at the beachwith a group of close friends.After 16 years at WakeMed, Martin has nointention of slowing her efforts. In the next year,she is focusing on programs to improve employeehealth, which will benefit both individuals – byenabling them to perform the physicallydemanding work a hospital environment requires– and the hospital, by lowering health insurancecosts. She is also making staff development apriority by expanding training opportunities. “Weneed to prepare tomorrow’s leaders today so theyare ready when the opportunity comes,” she says.Volunteer ProgramFeatured in NursingManagement JournalSilver Spoons ProgramHighlighted asInnovative Way toImprove Patient CareSilver Spoons, an interdisciplinary volunteer programdeveloped at Cary Hospital, was featured in the April2013 issue of Nursing Management. The paper wasco-authored by Teresa Harvey, MHA/MBA, BSN, RN (2 East Medicine – CaryHospital); Lise Zublena, RD, LDN (Food & Nutrition Services – Cary Hospital); SusanCoulter, MEd, CCC-SLP, a speech pathologist and WakeMed volunteer, and BettyWoodard, PhD, RN, director (Nursing Research & Evidence-Based Practice).Harvey collaborated with Coulter, Zublena and specially-trained volunteers to developan innovative feeding and socialization program for patients. Harvey recognized thatat meal times patients did not always receive the individualized attention she and herstaff wanted to provide. Enter Coulter, who trained carefully-screened volunteers toassist with the meal experience. Silver Spoon volunteers now sit with patients andhelp with the mechanics of eating, provide companionship and gentle nudges to eat.As a result, patients benefit, as do nurses and nurse techs, who have time to focus onother patients with more demanding care needs.“This is the best initiative that I have been privileged to be part of. It benefits bothpatients and staff without adding a financial burden,” Harvey said. “Silver Spoons hasbeen embraced by staff and appreciated by patients and their families. At a time whenwe have renewed our focus on Patient- & Family-Centered Care, this is a wonderfulway to engage the patient in a personal, satisfying meal experience.”In an effort to provide unin

Carla Stevens, RN, (Occupational Health) received her BSN from Phoenix University. Mintoria Stockton (Emergency Department - North Healthplex) received her BSN from Duke University. Meagan Henning Yountz, RN, (6A CVIC) received an adult and geriatric nurse practitioner degree from UNC-Chapel Hill. Brittney Surles, RN, (CICU) obtained critical .