It is hard to believe summer has moved along at what seems to be lightning speed. In just a few weeks children will be returning to school and we will be preparing for the fall season. As I reflect on the beautiful summer weather and the many events that were held, I feel grateful to be working with such a dedicated team at United Memorial. Through covering vacations and managing peaks of volume, one thing has remained constant; the Quality of Care that we provide. Our friends, neighbors, relatives and loved ones count on us each and every day to be here ready to provide them with the highest quality of care and experience. It is with pleasure and confidence I am able to tell our community we follow through on that promise. We continue to see strengthening quality scores throughout the organization. I trust you too are comfortable sharing the great work that happens at all of our United Memorial facilities. Together we are better, and together we are making a difference in the health and wellness of our community. Because of you, we are stronger and more vibrant today than ever before. Thank you to the more than 800 team members who contribute to our success each day, a success that has but one vision… to lead the evolution of healthcare and ends with the mission to serve our community with kindness, integrity, and respect. Have a safe and happy end of the summer and start to the autumn season.

Daniel P. Ireland President, United Memorial Medical Center

QUESTIONS FOR SENIOR LEADERS Q: Will the staff at UMMC see a cost of living raise this year? A: Please see the “Pay Adjustments” topic of this newsletter. Q: Could UMMC start a pop tab collection for one free dialysis treatment after we collect a pound of tabs. What a wonderful way to give back to our community. A: With some research, it was determined that pull tabs have no special value that makes them redeemable for time on dialysis machines. This was a great recommendation and we will look into other ways to give back to the community. ZERO HARM As previously communicated, the hospital’s plan to roll out the Patient Safety Zone Portal has been delayed. Stay tuned for future initiatives to institute an electronic incident reporting system.

President’s Message August 2016

KURT CALMAN NAMED TO BECKER’S HOSPITAL REVIEW RISING STARS Becker's Hospital Review named Kurt Calman, CIO/VP of Technology and Clinical Services, to the 2016 list of rising stars, featuring 50 healthcare leaders under 40 years old. These administrative leaders oversee finance, supply chain, IT, operations and various other departments hospital and health system departments. In addition to CEOs, this list includes CFOs, CIOs, COOs, vice presidents and directors, all of whom have made considerable accomplishments during their relatively short careers. Join us in congratulating Kurt on this well-deserved achievement. SECURITY ASSESSMENT We continue to monitor the environment for safety and security issues and integrity. We are currently undergoing a third party security facility and operational assessment. In the following weeks, they will follow up with recommendations on how to most effectively address security and safety risks within our organization. In the interim please remember, if you see something, say something. Early communication is the best form of de-escalation of any situation. PAY ADJUSTMENTS Rochester Regional Health continues to progress the multi-year, staged work that’s required to fully integrate both clinically and operationally. As part of this ongoing process, we recently completed another phase of our annual benchmarking of pay rates, which included non-exempt and non-licensed positions, as well as LPNs. After a thorough review of rates for the position evaluated, the following base pay adjustments will be made:

– Employee with pay rates below midpoint of the market rates for their positions will receive a 2.0% base pay increase.

– Employees with pay rates above midpoint of the market rate but below Q3 of the market rate will receive a 1.5% base pay increase.

– Employees with pay rates above Q3 of the market rate but below the maximum, or 120%, of the pay range will receive a 1.0% base pay increase.

– Employees in certain positions will receive an increase to an established market rate or the general program; whichever is higher.

If you have questions regarding these adjustments, please discuss them with your department leader or Human Resources.

FINANCIAL PERFORMANCE For the month of July, the hospital experienced a net gain from operations of $469,000 and total excess revenue over expenses of $714,000 both of which exceeded budget. For the year of 2016 through July, the hospital has experienced a net gain from operations of $2,241,000 which exceeds budget by $157,000. For the year, patient revenue is less than budget due to decreased utilization in certain outpatient areas. From a positive perspective expenses are also under budget for the year which is enabling the hospital to generate positive gains. PATIENT EXPERIENCE “Creating a world where patients and those who care for them are free from harm.” It’s not just a quote, it’s a culture; a belief. The journey begins with an experience that leaves patients confident with the care they are receiving, visitors certain we can help guide the way, and team members who know they can rely on each other to get the job done. Each month we review what our patients say about us and make adjustments to the care process to improve their perception. While we have seen a slight dip in late May and June, we have seen improvement in July and look for continued progress into the future. As recently mentioned in the team member forums, the key to continue to drive improvement in the patient experience is communications. We must take and make the time to talk to our patients, but not just talk, listen. Patients, family, and visitors want to have their concerns heard. We must continue to make time for patient feedback and conversation about their care if we want to continue to increase our community’s likelihood to Recommend This Hospital to their family and friends.

WELCOME TO THE TEAM! Mark Turoldo, ER

Physician Assistant Ryan D’Arcy, ER

Physician Assistant Elizabeth Fey, Pharmacy

Pharmacist

Steven Goodrich, Laboratory Medical Technologist

Courtney Kohlhagen, Maternity RN

Teresa Conti, Wound Care Clinic LPN

Tasha Northrup Patient Accounting Rep

Angela Geitner Patient Accounting Rep

Zachary Drawe, Pharmacy Pharmacist

Kerry Upshaw, Hope Haven

Counselor

Sarah Wahl, Radiology Radiology Technologist

Stacy Maskell, ED RN

Tina Warriner, Pain Center Patient Access Specialist

Jennifer Peck, Switchboard Operator

Michelle Waldo, Respiratory Respiratory Therapist

Alex Isaac, EVS Technician

Catherine Czerenda, ED RN

Renaye Hecker, Laboratory POC/QA Manager

Danielle Ellis, ED RN

Robin Czwojdak, Tonawanda FCC Dental Hygienist

Roberta Terbuska, 3rd Floor RN

* July new hires

AVOIDING EMAIL VIRUSES Email attachments are a way for a sender to transmit files to another user via email. At times, you may receive unsolicited emails from unknown senders that can often contain links to malicious web sites or have attachments containing malicious software. If you open a malicious attachment it could do a number of undesirable things such as installing a key logger to record your keystrokes, installing a virus, or even providing an intruder with remote access to your computer. Here are some tips to avoid possibly getting infected with a virus:

1. The sender’s email address – email addresses can be spoofed to look like someone you may know. Verify the characters if something looks suspicious.

2. The subject line – Does it create a sense of urgency? Does it have one word in it but appears to be a response like “Re: Document”? These are signs of a virus.

3. The body of the message – If the sender is a recognized sender, does it follow their normal emailing criteria? Does it have a salutation - Is it directed to you specifically, or is it generic - Does it have the company’s contact information and/or graphics that you’ve been accustomed to seeing if you’ve received mail from them before?

4. The direction of the message – Does it ask you to open an attached file? With viruses, the purpose of the body is to entice you to open the attachment. A common method is by fear and urgency.

It is important we as team members protect the integrity and security of our hospital’s electronic information. If you are unsure about any suspicious email or behavior, such as your computer becoming unresponsive, applications launching on their own, erratic mouse movements or keystrokes that you are not carrying out, please contact the IT helpdesk at x8119 immediately.

KUDOS Every day our team at United Memorial goes above and beyond. Thank you for all you do to make the patient, family and co-worker experience exceptional. Ashley D, phlebotomist, was friendly, quick and thorough with my blood draws. ~ patient survey I cannot say enough about the ICU "team" (Peter, Andre, Francois, Mary Ann & night nurse) we all talked a "game plan" and had very quick & good results working together. I was very impressed!! ~ patient survey We were so impressed by the staff, ESPECIALLY Rene, Emily-RN and Amanda-Aide on the Maternity Ward!! ~ patient survey Cecilia Stearns is an incredible midwife and valuable asset to Batavia. She is why we choose to have all our babies in Batavia. She is skilled, has tons of experience; is kind, respectful, accommodating; and is simply the best when it comes to assisting moms in delivering babies. ~ patient survey

CALENDAR OF EVENTS Muckdogs Family Night – Aug 26 Walk to End Alzheimer’s – Sept 24 Long Term Effects of Chemotherapy presentation with Dr. Connolly – Sept 26 Foundation Autumn Auction – Oct 14 Pink Hatters – Oct 27 Employee Giving Campaign - Nov 1 thru 18 visit myROChealth.com for a full list of system events and news. THE MONTH OF JULY IN REVIEW…