LEADERS in SERVICE and PROTECTION - www.massgeneral.org/police

Our Mission

The mission of the MGH Police, Security and Outside Services Department is to proactively

and competently deliver protective and supportive

services to the MGH Community, facilitating a

welcoming, accessible, and safe environment.

EXECUTIVE SUMMARY Thank you for taking a little time to read our annual report. It is intended to provide a snapshot into our department challenges, accomplishments and services. I think you will find our world and work very interesting and compelling. We continue to strive to proactively protect the people, facilities, and assets of the Massachusetts General Hospital. The vulnerabilities we face are significant in today’s world, especially for a large, urban hospital serving diverse communities with many off-site facilities. We use many models and tools to do our work, but at the center is our community policing philosophy of showing not only competence, but compassion and caring for all who come to our facilities. We strive to ensure that access to our facilities is convenient, as comfortable and easy as possible, and filled with the personal touch of attendants, ambassadors, valet staff, and security personnel who are committed to serving all with dignity and professionalism. As we work to be nimble and flexible to meet our ongoing challenges, we know that our staff is our greatest asset. They are people who understand this environment and make your experience here safe and as positive as possible. These well-credentialed and trained people are supplemented with effective technology to help us with our goals for protection, strong policies and procedures, comprehensive training for our security staff, and helpful training programs for all hospital staff. We thank you for the partnerships so many of you have with our department and the support you give us. It truly takes a village to do what we collectively do, and your help and cooperation do not go unnoticed. We are always grateful for you and your commitment to helping keep our hospital and offsite facilities safe and welcoming. Together we create an environment where people can safely work and where patients and visitors can be safely cared for. I hope you enjoy this report and will contact me or anyone on our team with your feedback or suggestions for how we can improve our value and service to the MGH community. With appreciation, Bonnie Michelman, CPP, CHPA Director of Police, Security and Outside Services

Services Provided/Functions Some of the services offered by Police, Security and Outside Services:

Ambassadorial services Monitor access control alarms (over 3,500) Photo identification processing Bicycle patrol Monitor BAPERN radio system Intelligence gathering/dissemination Panic alarm responses Audit parking coupons Surveillance Medical assists Eloped patient searches Victim services provider Disaster committee participation Conduct investigations Fingerprinting services Threat analysis Evidence collection Maintain lost and found Motor vehicle assists Community policing Arrests and court adjudication Provide personnel escorts Organize fairs and special events Patient restraints Enforcement of alcohol policy Standbys for patients Off-hour pathology escorts Secure weapons VIP protective services “Code Red” responses Monitor code call pager Key control Document reported incidents Draft department policies and procedures Missing person searches Liaison with law enforcement agencies Provide directions Maintain taxi voucher program (satellites) Penetration audits Provide community education Provide currency escorts Photography mounting, laminating and framing Provide information on animal rights activism

Provide information of street closings Provide administrative escorts Door openings Conduct internal affairs Handle confidential information Helipad response Critical incident debriefings Investigate bomb threats Code blue response Community policing Elevator entrapment assist Patient valuables assist Community liaison Notary public service Emergency medical responses Maintain access control Hazardous material spill response Risk assessments Patrol of all MGH/Partners buildings Tow illegally parked vehicles Document security incidents Computer lockdowns Conduct security surveys Traffic control Crime prevention information/literature Training Infant protection systems and response Mail service functions (satellites) Dissemination of information Patient safety escorts Irradiator alarm response and recording Off-hours receiving (satellites) Reduce rate parking programs MBTA monthly card distribution Provide adverse weather information Security surveillance rounds Studio and location photography Passport photos Formal portraits and event photography Poster printing Digital imaging Investigate domestic and workplace violence issues Monthly alarm testing; panic, AEDs, parking alert boxes

Main Campus Operations

John Driscoll, CPP, CHPA

Associate Director of Police and Security

Providing safe and timely access to care

The Main Campus Operations Division continues to support and advance MGH’s mission by providing patients with safe and timely access to care. Our basic protective functions include:

Patrols Access control monitoring Traffic control Way finding and escorts

But that is only the beginning of the story. We are also adept at identifying risk, responding to emergencies, and providing safety consultation services. Members of our staff use their conflict resolution, de-escalation, and enhanced communication skills to enable an environment where patients, staff and visitors feel secure and can focus on healthcare. We continuingly hear that our operations group is responsive, respectful, and caring to all members of the MGH public (patients, family members and staff).

“I have worked at several other hospitals and no hospital

security has ever come close to comparing to the professionalism

that the police and security display here on a daily basis at MGH.

I always feel supported when collaborating with police and

security- excellent team.”

Proactive tactics reduce disturbances and panic alarms

Collaborating and partnering with caregivers is an important role for our main campus operations group. Nowhere is collaboration more essential than with the Emergency Department and the Acute Psychiatric Service milieu. Our operations staff members are deployed in these areas 24-hours a day and work closely with clinical professionals to ensure that patient and staff safety are paramount. In 2016 we deployed additional resources in the Emergency Department and Acute Psychiatric Service unit. The significantly reduced number of disturbances and panic alarm responses confirmed the success of our proactive tactics. We are proud of our work to ensure safety in what can be a challenging environment. “To single out just one officer is not something that I do lightly,

as I think they all give 110% every day to the MGH Community...

It is this type of commitment to his job that makes him an

exemplary officer within your department and an asset to the

clinical team in the APS.”

Members of the Operations Division partner with other key groups to provide these specialized, protective functions:

Homeless Outreach Program West End Clinic Medical Walk-In Clinic Infant and Child Protection Committee Women’s Health In/Out Patient Psychiatry Home Base Program

The steps required to protect and serve each of these constituencies are different for each area, but a collaborative, problem-solving approach toward maximizing patient care is universal. Saving lives by administering Narcan

Another hallmark and priority of our service is our medical response role. Each officer is a trained first responder and a member of the Code Blue (cardiac response), Code Red (fire)

and Code Pink (missing infant/child) response teams. Within this last year, officers have been trained and equipped with naloxone (Narcan) and have successfully used this life-saving drug on several occasions to reverse the deadly effects of opioid-overdosed patients.

Satellite Operations

Lawrence McAnneny, CPP

Senior Manager of Operations, Strategic Planning and Quality Improvement

Spread over one square mile, the Charlestown Navy Yard (CNY) has a myriad of security and safety needs that require unique protective services. Our services aim to provide this community with “peace of mind.” “You and the rest of your security staff were amazing! I was

very grateful that you came back after your shift ended to offer

even more help!”

Being neighborly

We strive to continue our great rapport and working relationships with our neighbors, including:

Spaulding Rehabilitation Hospital U.S. Park Rangers USS Constitution Massachusetts Water Resources Authority Tedeschi’s Food Stores Navy Yard Bistro Two marinas

Several local law firms A large community of private residences

Services we provide to our neighbors include responding to medical emergencies and motor vehicle emergencies, conducting neighborhood patrols, and providing safety/security education. Our officers are highly visible in the Navy Yard and easily accessible to our CNY community.

“The Police and Security responders should be commended for

the prompt intervention that saved this person’s life.”

Shortly after our officers were trained in the use of Narcan and issued this life-saving drug, an officer used it to successfully revive an unresponsive overdose victim, saving her life. Riding off bike thieves

On a lighter note, CNY experienced zero employee bicycle thefts for 2016. Contributing to this success were the installation of two secure bike cages with ID card access that are monitored by CCTV. We also conducted selective patrols, including camera patrols.

Officers at the Chelsea Health Center (CHC) saw increased activity within the health center and the surrounding area. In 2016 we conducted:

7,500+ foot patrols 1,046 bike patrols 67 motor vehicle assists 355 patient standbys

Residual effects

An increase in incidents, compared to the last two years, is likely due to a large influx of patients visiting the health center and the increase of crime, especially drug incidents, within the City of Chelsea itself. In response, our officers continue to spearhead the community policing program as well as utilizing their behavioral analysis training, which has helped identify suspicious people and furthered our crime prevention program.

The City of Chelsea continued to deal with opioid overdoses in 2016. Though the epidemic has not abated, we continue to work with the surrounding community to deter drug activity in the area around the health center.

Hard work, endurance and action

Dedicated to hard work, endurance, and action, Police, Security and Outside Services employees at the Revere Health Center (RHC) strive to create and maintain a safe and secure environment for staff and patients. Unlike any other MGH site, our Revere site has an MBTA Blue Line station inside the facility. Also, America’s first public beach and the Atlantic Ocean are right across the street. The Youth Zone, a safe, drop-in center for kids after school, finally found a place to call home at 300 Broadway in 2016.

We’ve seen an increase in violent, or potentially violent incidents, requiring us to adjust our strategies to continue to maintain a safe and secure workplace. Like many other areas throughout the Commonwealth, the area around the health center has fallen victim to the growing opioid crisis. To assist addicted patients in need of critical medical treatment, we have been trained to use Narcan. “She was quite upset and shaken, but felt very safe and

supported by the actions of the officers and praised their

intervention. Both families ended up being seen and given high

quality care, largely due to the intervention.”

At Mass General/North Shore Center for Outpatient Care, our modern, state-of-the-art facility offers a multitude of sophisticated, cutting-edge medical services that attract an ever-increasing patient population. To ensure a welcoming and safe environment for all, we adjusted our security resource deployment to specific areas and times of day of increased activity.

Declining incidents – our security model works

Incidents at the North Shore Urgent Care Practice declined in 2016, a fact we believe is directly attributable to the security model and services that we provide. Our ability to diffuse difficult situations before an incident occurs is key to reducing incidents. A reduced number of standbys required for volatile patients also supports the success of our methods. Rookie blue

In May of 2016, MGH Police, Security and Outside Services launched a new operation to provide security services for Partners HealthCare at its new corporate campus at Assembly Row. We are branded as “Partners Security.” The new campus includes:

Over 800,000 square feet of office space Over 100,000 square feet of retail space Parking garage with over 2,000 spaces Large courtyard and recreational yard A nearby T Station utilized by staff

Our officers perform a multitude of services including:

Emergency response Access control Safety escorts Medical emergency response Employee assists Workplace violence prevention High visibility/proactive patrolling

An impressive array of security technology enables us respond to emergencies, manage visitors, provide employee ID badges, monitor CCTV, and make emergency notifications.

Special Investigations Unit

Jennifer Goba, CPP

Senior Manager of Investigations

The Special Investigations Unit (SIU) had another successful year solving major cases. We were embroiled in investigations involving fraud, suspicious/nefarious activity and theft/larceny, just to name a few. Our success in solving these investigations is evidence of the unit’s experience, expertise, and resourcefulness.

You can run but you can’t hide

Over the past year we investigated fraudulent schemes involving:

Fraudulent expense reports Identity theft Misuse of department funds Tax return fraud

The SIU’s involvement in investigating fraudulent schemes has prevented substantial financial loss and resulted in widespread policy changes involving business accounts. An observant nursing staff saves the day

Through diligence and foresight, MGH employees and officers assisted us in identifying several individuals whose suspicious actions ultimately posed great risk to the MGH community. In one instance, the nursing staff, using keen observation skills, noticed that a female patient had

purposely provided an incorrect spelling of her name upon admission. By extensively reviewing Closed Circuit Television (CCTV) camera footage, we learned that she had attempted to access our restricted infant floors and also shoplifted from the General Store. A review of her criminal history revealed that she was wanted in Connecticut for impersonating a physician and sneaking into a labor and delivery ward. She was subsequently extradited to Connecticut to answer for those charges. Investigators were able to provide an extensive CV for this individual to the Boston Regional Intelligence Center and the Hospital Intelligence Network, whose members represent most hospitals throughout the Commonwealth.

Arrested!

In another instance, a male dressed in medical scrubs was seen in various MGH areas, including some that are restricted from the public. Learning that this subject had behaved similarly at other institutions, we saw to it that informational bulletins about his activity were widely distributed in the Boston area. Through diligent patrolling and keen observation, the suspicious male was found again on MGH property and was arrested for trespassing. “Let me stress that I always feel grateful and safe with MGH

Police and Security watching over me.”

Thieves lose

CCTV camera footage again proved invaluable when, with the assistance of our Operations Division, we were able to identify and hold accountable, two career thieves. Though MGH was not mentioned, the local news reported apprehension of one of these individuals because of the extent to which he had gone to commit his crimes. He posed as an HVAC technician and used the ruse that he needed to check thermostats so he could gain access to several locations (including some at MGH). When items came up missing, employees suspected this “technician”. He returned to MGH after an early morning theft and was arrested by Massachusetts Special State Police Officers from our department. Once identified, we were able to link him to numerous unsolved thefts at MGH using CCTV footage and photo lineups provided to employee witnesses. Repeat offender

Another major theft case involved a female who is well known to our department. Despite previously serving jail time for her illegal activity at MGH, we remain a target for her. After a rash of recent thefts, and after extensively reviewing CCTV footage, we were able to place this female on MGH property and in the precise area of these thefts. Then, after communicating with the Boston Regional Intelligence Center, we were able to assist other law enforcement agencies to clear previously unsolved thefts by providing her identity. Because of our extensive investigative work and solid partnerships with external law enforcement agencies, this individual is facing

criminal charges in Superior Court, which is extremely uncommon for property crime cases. No Parking

MGH continually struggles with meeting the parking demands of our patients and visitors. We ensure the most accessible parking spaces are designated specifically for them. Our department monitors parking activity in order to maximize the use of the garages and the ability to find parking for our patients and visitors. Employees, at times may attempt to park in spaces reserved for patients and visitors. SIU works in tandem with our Parking Audit Team to ensure MGH employees are not circumventing parking policy. Employees that are found in violation are subject to consequences. SIU has played an intricate role in determining areas of vulnerability and appropriate methodologies in reducing misuse and thus increasing parking availability. It’s all about partnership, collaboration, and communication

We maintain collaborative partnerships with other internal and external entities that enable us to further the MGH mission and better protect the MGH community. These partnerships work toward:

Ending domestic violence Managing workplace conflict Curbing workplace violence Quelling concerns for missing PHI Decreasing narcotics diversion

Domestic violence remains one of our top priorities. SIU remains an active member of the MGH’s Domestic Violence Working Group and MGH Men Against Abuse. Investigators continue to provide:

Safety consultations Home safety recommendations Workplace safety recommendations Court assistance

“Their physical presence makes me feel more secure.”

One domestic event involved a husband and wife who were visiting the husband’s mother, an overnight patient at MGH. The two got into an argument and the husband punched the wife in the face. Nursing staff responded to the noise and the

husband fled. Our Operations Division ensured the wife was safe for the remainder of the night. SIU and Operations worked with the wife and the patient, who reported via an interpreter that her son was not a nice man and she did not want him to visit. Safety measures were put into place and criminal charges were filed against the husband.

“Your behavior was not only entirely professional, but quite

remarkably kind… You were calm and matter-of-fact even

supportive. . . Thank you!”

In 2016 the MGH Drug Diversion Task Force, of which the SIU is a member, won the Best Practice Award presented by the American Society of Health-System Pharmacists. This award recognizes outstanding practitioners who have successfully implemented an innovative system that demonstrates a best practice. Our commitment to ongoing education

Investigators continue to develop, implement and present educational sessions, both locally and nationally, on various topics. Two hot topics for 2016 included Tax Fraud and Drug Diversion Investigations.

On a local level and within MGH, investigators helped develop educational sessions for employees to explain tax fraud and how to take measures to protect themselves from becoming victims. Investigators also helped implement a process for employees in how to report tax fraud and keep the IRS informed as additional information about their case comes to light. The SIU continues to present nationally on drug diversion investigations. These presentations, developed as a result of our involvement in the Drug Diversion Task Force, help other law enforcement agencies and health care facilities to understand how to develop their own task forces and how to successfully conduct diversion investigations.

Systems and Technology

Robert Leahy, CPP, PSP

Senior Manager of Security Systems and Technology

The Systems and Technology Division provides physical security systems and technologies that support Police, Security and Outside Services’ activities and functions. This team of only ten individuals designs, installs, maintains, and services a vast array of security equipment, including:

Over 4,000 controlled doors Nearly 2,000 cameras Panic (duress) alarms Emergency call-boxes An infant protection system

The team also supports other Partners entities, typically assisting in large implementation projects and encouraging standards across Partners’ entities.

Assembly Row technology design and implementation

We completed design of the security systems for the Partners corporate offices at Assembly Row in 2016. Although installed by contractors, the security systems for the 800,000 square foot building and 2,000+ space garage were inspected and commissioned by members of this division. Each one of the 290 controlled doors, 345 cameras, and 49 emergency call boxes was tested to ensure functionality and compliance with the Systems and Technology Division’s Installation Standards, which contribute to our goal to decrease liability and

vulnerability, and provide a safe and secure workplace for more than 4,000 employees. It’s all about the view

A few years ago we upgraded and modernized our camera system to become an entirely network-based, digital video management system. Since then we have been working to add, replace, and upgrade the individual cameras that we manage to the new network-based system. At the main campus our enhanced camera coverage enables our operations group to view activity that is occurring outside on the hospital perimeter. We did the same for some satellite locations such as the Charlestown Navy Yard, the Chelsea Health Center, and the Charlestown Health Center. We installed 18 additional cameras at the Somerville Warehouse facility where Medical Records, Radiology, and Materials Management Departments, as well as the Information Systems Warehouse, are located. These cameras enable our Operations Division employees to see what is happening on the site, while not being physically present. “She is another member of your department who shows how

smart and sensible policing is essential to the running of the

hospital in ways which most of us never even have to imagine.”

Toward safer and more efficient parking facilities

In 2016 we worked with the Parking and Commuter Services Division to enhance our parking facilities so they can be better managed, but also to increase the safety and security of those utilizing these facilities. We added emergency call boxes and cameras at both the Orange and Registry lots on Nashua Street. We upgraded emergency call boxes at the Yawkey and Building 199 (Charlestown) garages and converted the older camera system at the Charles River Plaza garage to our digital video management system. Other projects

We continued our collaborative work with Planning and Real Estate, Buildings and Grounds, Patient Care Services Departments, Research Space Management and Planning and Real Estate Departments. Our 2016 projects completed include:

We worked with Planning and Real Estate to design and install secure technology renovations in: Thoracic Surgery, Founders 7 Case Management, Founders 7 Radiology, Founders 2 Blake Pharmacy, Blake Basement Specialized Medicine , 50 Staniford MGPO, Schraffts Center

We designed and installed security systems,

including an expansion of our infant protection system, on a new Transitional Clinical Research/Clinical Research Center inpatient unit.

For Perioperative Care, we installed cameras that

not only enhance security, but help to utilize resources more efficiently.

For the Buildings and Grounds Department, we

automated a number of doors throughout the hospital, most notably the services elevator entrance doors in the Ellison building.

For the EPIC go-live team, we not only provided

security at the command center in the Bartlett Hall, but more importantly ensured that every member of the team had the access they needed to respond as required during the implementation process.

Employee applicant screening

In December 1998, Partners Healthcare Systems established a standardized policy and procedure with respect to hiring practices, which included the use of Massachusetts Criminal Offender Record Information (CORI) checks to evaluate potential new hire employees. Police, Security and Outside Services is responsible for conducting these checks. We continue to use CORI checks as they have proven to be invaluable in identifying candidates that may pose a risk to our vulnerable populations. To date, over 100,000 prospective job applicants have been CORI’d. An important adjunct to the CORI process is the review of the applicant’s criminal findings by Police, Security and Outside Services personnel. Part of our process is to meet with all applicants whose CORI has been returned with criminal convictions or pending court cases to get the circumstances surrounding our findings.

In 2009 as part of a more comprehensive applicant screening initiative, we began conducting national criminal background checks on perspective new hires. These national checks include a social security number trace, social security validation, county criminal check and sex offender registry check. This extra layer of screening has yielded results regarding out-of-state offenders that a Massachusetts CORI check would not have. For 2017

We expect to be heavily involved in design and implementation of security systems for projects at these locations:

Partners Corporate Offices 50 Staniford Street 101 and 151 Merrimac Street MGH Waltham Rheumatology Center MGH Waltham Orthopedic Retail Space Blake Pharmacy Gray-Jackson 2 Blood Lab MGH Institute for Health Professions Infant and Pediatric Units

We are also working on renovation of the Police and Security Communication Center in the Gray basement. The project will provide increased viewing capability required by our exponential growth of cameras. This project will also involve replacing communication equipment and installing ergonomic consoles.

Training and Education

Thomas Mahoney, CHPA

Senior Manager of Training, Compliance and Special Projects

Do you realize that Police, Security and Outside Services provides training to all MGH employees free of charge? We pride ourselves in providing a wide array of training programs to help keep the hospital a safe, secure and comfortable place to work.

Empowering employees to recognize and react is key

Our proactive and innovative training is geared toward empowering every MGH employee to react and assist in carrying out the hospital’s mission in any incident or situation that arises. We train employees to effectively handle escalating violence and threatening situations, to recognize suspicious behavior, and to report these incidents appropriately.

The gold standard in training

We have trained over 8,000 employees in at least one of our four major educational programs:

Management of Aggressive Behavior® (MOAB) Security Awareness and Vigilance for Everyone

(SAVE) ™ Workplace Conflict/Workplace Violence Active Shooter/Code Silver Training

“His passion always seems to rejuvenate me on this topic and I

could tell it did for some of the other veteran staff members

who were in attendance.”

Tailoring training for your department needs

We can tailor our classes to meet the needs of your department employees. The majority of our courses are free of charge and we are happy to coordinate schedules to be available for departmental staff meetings. We offer a number of educational programs in various formats, including:

Lecture-style Electronic (video) Scenario-based Hands-on

To maximize scheduling flexibility, we also offer several on-line courses. Most recently we produced a Security Awareness and Vigilance for Everyone (SAVE) ™ training video that teaches techniques in behavioral analysis. Employees whose schedules restrict them from attending our in-class sessions will now be able to access this very important training online. We take our own medicine!

Police, Security and Outside Services takes pride in hiring only those professionals who are at the top of their game and providing them with the most effective training possible to enhance their skill sets. Our strong, innovative and creative approach to training enables our employees to effectively meet and overcome the many challenges they face daily at MGH.

New officers complete a comprehensive training program that exceeds 360 hours. The officers who become licensed State Special Police Officers attend a police academy for an additional 320 hours of intensive training. We are proud to say that you have a well-trained police and security workforce at your disposal.

For training inquiries, please visit our website: www.massgeneral.org/police. You may also call or email Tom Mahoney at 617-724-7694 or tdmahoney@partners.org. We look forward to seeing you in class.

Parking, Commuter

Services, Outside Services,

Photography

Joseph Crowley, CPP Michael Neville Senior Manager Senior Manager of Outside Services of Finance, Parking,

Commuter Services and Photography

Leading the way

MGH Parking and Commuter Services supports patients, MGH and MGPO employees, and other Partners entities with all of their parking needs. We also process over 137,000 MBTA passes each year for employees who ride the T and Commuter Rail. An added bonus for MGH staff, Parking and Commuter Services partners with A Better City Transportation Management Association (ABC/TMA) to offer other convenient commuter options such as:

Guaranteed Ride Home Program Work Out to Work Carpool/Van Subsidy Express Yourself

In 2016, this partnership won us the MASS DOT ECO Pinnacle Award and the ECO Spotlight Award. These were presented in recognition of our exemplary commuter benefits and our contribution to a more sustainable Massachusetts. We recently released our upgraded MGH Commuters Corner website, HUB 2.0, which enables us to update your parking eligibility and wait list status weekly. With HUB 2.0, you can register for parking online rather than waiting in line at the Parking Office. This upgrade has increased convenience and user satisfaction for all.

Fiscal pressures at MGH and the MBTA resulted in price increases in parking rates, as well as MBTA passes in 2016. In spite of that, parking rates at MGH continue to be among the lowest of all Boston hospitals. Though the MBTA raised its rates, our staff continues to benefit from the hospital’s 30% T-pass subsidy. Implementing these rate increases required changes to computer programming, existing processes, payment schedules, fee computers and payroll deductions – and quickly!

Improvements were made to the Building 199 Parking Office converting it to a “pay on foot” facility that is ADA compliant. Also for Building 199, we worked with Facilities and Engineering to place solar panels on its roof. The system is now fully operational and the energy produced offsets the cost of the lighting for the garage.

“Your employees made my overnight stay very comfortable and

reassuring that I was in ‘Good Hands’. I feel they went above and

beyond the call of duty and how blest you are to have them in

employment at MGH.”

Ambassadors of greatness

Ambassadors are assigned to the White Ramp, the Wang entrance, and the Yawkey entrance at the Main Campus to provide crucial assistance to the multitude of people arriving at MGH. During an average week, our Ambassadors:

Assist over 15,000 patients and visitors Recover over 750 wheelchairs Help 84 customers with vehicle issues Clear traffic for over 300 ambulances Transport 15 women in labor to Blake 14 Respond to 2 medical emergencies

“At all times this gentleman was polite, courteous and

professional. I will be forever grateful to this gentleman for the

exemplary service he provided to me. I would say to you that

you are very fortunate to have this person representing the MGH

with such distinction.”

Extreme visibility through bike patrol

With approximately 24 officers spread out over the Main Campus, Charlestown Navy Yard, Chelsea Health Center and Mass General/North Shore, the Bike Patrol plays a critical role in the department’s community policing program. Their patrols have been instrumental in reducing theft, vandalism and suspicious activity in isolated areas. Officers logged over 5,500 miles of patrols in 2016.

Photography

A banner year for Photography

2016 was a productive and fulfilling year for MGH Photography. With a rejuvenated staff, we were well positioned to take on some major projects in addition to our usual creative arts support to MGH clinical, research, and education entities. “Thank you so very much to him for taking time to take this

many pictures of me. Many, many thanks for his fantastic shots

(even though the subject herself was not fantastic!)!”

Making an EPIC contribution

The launch of Epic/eCare required time and effort from many groups throughout the institution, including our visual communications staff. In cooperation with Public Affairs, Marketing, Human Resources, and Information Services, MGH Photography helped to develop and implement a long-term communications plan for patients and staff. This included producing a variety of collateral materials geared to help build enthusiasm and to inform them about the launch of EPIC/eCare and included:

Posters Flyers Tent cards Magnets Stickers

“Thank you for helping with the 8 posters for our team and for

treating our request/s as if you were not also printing for 300

other people! With appreciation...”

We aided the eCare Team by developing and implementing a poster campaign to inform and reassure patients and visitors. We were initially presented with a firm request for 350 2’x3’ mounted posters that were to be displayed on easels throughout the patient care areas. Pointing out several potential issues with this plan, we were able to guide the committee to another solution that could be

implemented in a phased approach. Production ran without issue, from staging supplies with vendors, to dedicated production hours, to shipping via PHS Transportation, and reclamation at the end of the campaign. Interior design studio

We were also called upon to supply imagery for the interior design of the Assembly Row build out. We were able to pull hundreds of past photo proofs from our archives in a matter of days. This sped up the design process and ensured that our imagery made it into the final installation. Thriving in the age of technology

With the past five years of our photo assignments now cataloged on our server and tape back-up (roughly 50TB), we are now in a position to begin indexing our catalog and working towards a client-searchable interface. This will help our clients with similar projects not only obtain the imagery they desire, but also eliminate licensing fees that would be incurred by using external sources for the images. “Thank you again for your great job with all the pictures. Your

expertise was greatly appreciated!”

Branding

Not only are our photographers visually talented, but they are also well versed in the MGH brand, institutional messaging, standards, and policies. Looking at projects through this lens, we were able to implement a new procedure that is more HIPAA friendly for obtaining photo releases from patients. Some had assumed that all imagery supplied by their institutions was cleared for use without additional patient releases. “Thank you again for your quick turn around with the pictures

of the S African nurses. I cannot tell you how thrilled they are

to be able to take them home to show family, colleagues and

friends. You helped make their visit a great success.”

These are just a few examples of how our commitment to the MGH mission shines through in our creative and caring eye. Below are a few more of these examples, shown in our photographic talents:

Recognition and Retention

Carolyn White

Recognition Committee Chairperson and Administrative Coordinator

Annual Award Recipients Each year we honor department members who go above and beyond…

Ambassador of the Year ERIC FRANKLIN

Officer of the Year DOUG CUSHING

Parking Employee of the Year BRENDAN KELLY

New Employee of the Year

REDA EL BOUKHARI RYAN SILMON TIM TURLEY

Professional Development

COLLEEN DOHERTY

Outstanding Performer SHAUN O’HALLORAN

AZIZ TETBI

Satellite Performer of the Year JOE FLUECKIGER

JIM HARROP

Outstanding Customer Service ABDIKAREN JAMA

TARA CHIPMAN RANDY CIPOLETTA

Individual Team Builder

LEO NUNEZ

Unsung Hero MIKE CARRA

PHIL MCGILLICUDDY

Support on Projects FRANCES SAFI

JOHN MULLIGAN

Community Policing/ Crime Prevention

TOM O’BRIEN

Main Campus: (617) 726-2121

55 Fruit Street, Boston, MA 02114

Charlestown Navy Yard: (617) 726-5400

149 13th Street, Charlestown, MA 02129

Charlestown Healthcare: (617) 724-8151

73 High Street, Charlestown, MA 02129

Chelsea Health Center: (617) 887-4300

151 Everett Avenue, Chelsea, MA 02150

Revere Health Center: (781) 485-6464

300 Ocean Avenue, Revere, MA 02151

Mass General/North Shore (Danvers): (978) 882-6444

102 Endicott Street, Danvers, MA 01923

Assembly Row: (857) 282-6000

Assembly Row, Somerville, MA 02145