Cary HospitalAt Cary Hospital, it was a year ofgrowth and change, all of which willhelp position the facility well for thecoming years. Several services wereexpanded, including the ICU consultservice and the DVT imaging program.The facility also added a new eye laserand renovated four rooms on 2 East tobetter accommodate med/behavioralhealth patients. Additionally, the Mother’s Milk Bank moved from Raleigh Campus toCary Hospital.

To meet growing demand and patient surges in the Emergency Department, the EDand nursing units introduced an innovative Code Surge initiative. The program hasgreatly reduced the amount of time the ED spends on diversion and the number ofpatients who have left without being seen.

NEWS FOR EMPLOYEES AND FRIENDS OF WAKEMED SPECIAL EDITION: 2016 FISCAL YEAR IN REVIEWwww.wa

kemed.org

Aspirational Goal Metric FY16 Results FY16 Goal Goal Reached

Value Based Purchasing Raleigh: .09893 Raleigh: 1.0015Composite Score Cary: .09957 Cary: 1.0010

Medicare Index Raleigh: 1.01 Raleigh: 1.00 Cary: 0.96 Cary: 0.95

Top 10 – Quality Leapfrog Group Scores Raleigh: B Raleigh: A (Fall 2016) Cary: B Cary: A

PRC Overall Rating of Care 69.5% 69.5%

Culture of Safety Culture of Safety Survey Scores 67% 70%

Lost Work Days 0.5 per 100 FTE 0.5 per 100 FTE

Restricted Work Days 0.3 per 100 FTE 0.7 per 100 FTE

Extraordinary Team Employer of Choice Ranking 91.6th non-MD* 92nd non-MD*80.9th MD 80th MD*

Healthy Community Wake County Infant Mortality Rate 4.7 per 1000 6.6 per 1000

Healthiest County Ranking 10th in Outcomes 3rd in Outcomes10th in Health Factors 6th in Health Factors

Wake Way PRC Willingness to Recommend 69.4% 69.2%

Innovation Employees Involved in WW2E Work 408 400

HIMSS Analytics Rating Stage 6 Stage 6

Preferred Partner Wake County Physician Referrals 26.43% 30%

Financial Health Medicare Cost Rate 120.94% 115%

Operating Margin 1.23% 1%

Highest Ethics Ethical Employer Score 79.64% non-MD 79% non-MD& Standards 84.93% MD 75% MD

Value Leader

Quality

Culture of Safety

ExtraordinaryTeam

HealthyCommunity

Wake Way

Innovation

Preferred Partner

Financial Health

Highest Ethics & Standards

Raleigh Campus2016 was a busy year at RaleighCampus, where we saw strong patientvolumes, expanded services andinvestment in our facility. Some of thehighlights include:

• The second phase of the Labor &Delivery renovations werecompleted, which included creatingan 8-bed antenatal unit and threenew surgical suites.

• Four beds in the 1B Clinical Evaluation Area were transformed into a holding areafor adolescent behavioral health patients awaiting placement.

• To improve timeliness of care, the Pulmonary Function Testing lab was relocated tothe Heart Center, and has since seen a 75 percent increase in patient volume.

• The Rehab Hospital launched “Independence Day” to celebrate patients’ discharges.

Raleigh Campus also welcomed Chuck Harr, MD, as executive medical director for theenterprise and Matthew Nathan, MD, as interim administrator.

Our Wake Way 2 Excellence journeycontinued in FY16, with more than 400employees taking part in WW2E Waste Walks,PDSAs and RPIWs. As a result, many areas inour system are now more efficient and aredeveloping standard work for their processes.We also introduced our new Wake Waybehaviors, which are part of the WW2Efoundation.

Our system-wide value streams completedsix RPIWs in just 12 months. Throughout theyear, we have seen ongoing progress relatedto these events. Many thanks to everyonewho contributed to their success!

Meanwhile, 40 leaders from across theorganization participated in WW2Eleadership training, which gave them theknowledge and expertise to put WW2E toolsinto action as well as help lead others in theprocess.

FY 2016 Rapid Process ImprovementWorkshops

Surgical Services:

• Accuracy of Surgical Carts

• Surgical Tray Decontamination

• Improve PAT Phone Calls

WakeMed Physician Practices:

• Internal Referrals/Efficiency

• Improve Phone Access

• Patient Registration Accuracy

WOW! WHAT A GREAT YEAR!

WakeMed NorthWakeMed North Family Health &Women’s Hospital celebrated its firstbirthday in May of this year while theEmergency Department marked its10th anniversary of providing care toour community. The women’s hospitalcontinues to grow with the addition ofnew services and the opening of thethird floor. In September, we welcomedthe 1,000th baby born at the facility!

Ambulatory and WakeMed Physician PracticesWakeMed ’s healthplexes continued toplay an important role in thecommunities they serve, providingconvenient access to world-class care.• The Emergency Department (ED)

at Apex Healthplex averaged 55-60patients per day while Apex MedicalGroup added new providers.

• The Brier Creek EmergencyDepartment had similar volumes and the facility welcomed a new WPP – OB/GYNoffice.

• With 85-90 ED visits per day, Garner Healthplex added two new rooms andexpanded their physician practice presence.

Additionally, Imaging and Lab Services saw strong volumes across the board.WakeMed Physician Practices continued to grow in key strategic areas, welcoming 49physicians and 37 advanced practice providers. In addition to expanding hours andaccess at our primary and urgent care locations, we opened a variety of new practices,including: • WPP - Obstetrics/Gynecology - Cary, Morrisville and Brier Creek• WPP - Pulmonology - Raleigh and Cary• Wake Orthopaedics - Garner • WPP - Pediatric Health & Wellness• WPP - Pediatric Endocrinology - North• WPP - Pediatric Surgery - North

Fiscal Year 2016, which ran from Oct. 1, 2015, until Sept. 30, 2016, was an excellent year for WakeMed and for the WakeMed family. We would not be where we are on our journey tobecoming a top 10 hospital without every member of the WakeMed family – your hard work, creativity, compassion and dedication are evident every day. In this special issue ofMicroscope, we’re taking a look back at FY16 to celebrate our many successes and say THANK YOU to everyone who helped make this another fantastic year in the history of WakeMed!

A Look at Our Enterprises

Checking in on Our Aspirational GoalsWe made great progress against our Aspirational Goal metrics in FY16. Check out the chart below to see how we fared against our goalsfor the year. New metrics are being introduced for FY17 – look for details to be shared in an upcoming issue of Microscope!

Putting Patients FirstV A L U E L E A D E R , Q U A L I T Y , S A F E T Y

Joint Commission surveyors visited WakeMed in October 2015 for our three-year accreditation review, spending five days at Raleigh Campus and three

days at Cary Hospital. The successful surveys were the result of exceptionalteamwork, dedication and preparation on the part of our employees,physicians and leaders. It was also our first year as a Magnet recognizedorganization. We continued to build on the hard work, success andinnovative ideas that came out of our Magnet application process. This

ongoing dedication to improving patient care has made us all proud!

Great progress has been made this year in our work to reduce hospitalreadmissions, particularly related to heart failure, coronary artery bypass

graft (heart attack), acute myocardial infarction (AMI), total joint replacement(hip and knee), pneumonia and COPD. These improvements have been supported by a number ofinitiatives, including the ACC Navigator program, the total joint replacement pathway and anoutpatient clinic for COPD patients.

WakeMed Key Community Care continued to perform well in quality and value in 2016. The ACO now has a total of 150,000covered lives, which is expected to increase in 2017 thanks to anew Aetna contract signed this year.

When it comes to patient safety, we continue making greatprogress, as reflected in our 2016 Patient SafetyCulture Survey, which showed improvement in allareas. We introduced a new three-level scale (right),to evaluate, track and monitor patient safetyevents. The process has improved reporting,collaboration and communication becauseemployees are better informed about the kindof events we are seeing. Patient safetyremained top of mind for employees aswell, who reported 420 Good Catchesusing the online reporting system. Thisis a huge increase over the 128 reported last year. Keep those Good Catches coming!

Awards and Accolades

SeriousSafety Event

Near Miss Safety Event

Precursor Safety Event

Leapfrog Safety Scores Spring Fall

• Raleigh Campus: B B

• Cary Hospital: A B

PRC Five Star Winners

• WakeMed Heart & Vascular Physicians - Cary• Brier Creek Healthplex – Emergency

Department• Brier Creek Healthplex – Imaging Services• Cardiac Rehab – Raleigh Campus• Cardiac Rehab – Kraft Y• Mobile Critical Care Services• North – Women’s Hospital• North – Outpatient Surgery• 5A Medical Intermediate Care

Blue Distinction Center+ by Blue Cross and Blue Shield

• Bariatric Surgery

• Maternity Services

• Cardiac Care

• Hip Replacement

• Spine Surgery

Cigna Center of Excellence:

• Raleigh Campus: Caesarean SectionDelivery, Hip & Knee Replacement, Vaginal Delivery

• Cary Hospital: Bariatric Surgery, CesareanSection Delivery, Hip & Knee Replacement,General Cardiac Medical

Intersocietal Accreditation Commission

• Echocardiogaphy Reaccreditation (CaryHospital)

Society of Cardiovascular Patient Care

• Chest Pain Reaccreditation (Raleigh andCary)

American Heart & Stroke Association

• Raleigh Campus: Get With the Guidelines –Heart Failure Program Gold PlusAchievement, Get With the Guidelines -Stroke Program Gold Plus, Target: StrokeElite Honor Roll

• Cary Hospital: Get With the Guidelines –Heart Failure Program Gold PlusAchievement, Get With the Guidelines -Stroke Program Gold Plus, Target: StrokeHonor Roll, Target: Heart Failure Elite Honor Roll

Good Catch Recipients recognized at a Board of Directors meeting.

PRC 5-Star Winners

We are WakeMed!W A K E W A Y , E X T R A O R D I N A R Y T E A M ,

H I G H E S T E T H I C S & S T A N D A R D S

2016 was the year of the Wake Way, with the introduction of our Wake WayEvery-Time Behaviors. The program gave departments an opportunity tohave fun and get to know one another while building on our foundation ofthe Wake Way 2 Excellence journey. The program was very successful, with85 percent of employees stating on our employee survey that they are awareof the behaviors. Speaking of our Employee Engagement Surveys, we hadoutstanding results this year, including thesehighlights:

• Patient Focus index score was in the topfive percent in the country

• Highest employee and physician/ APPsurvey results ever

• 97 departments exceeded theEmployer of Choice average

More than 100 employees made our facilities shine at our first annual I Love WakeMed Days of Service events at Raleigh Campus, NorthHospital and Cary Hospital.

Many employees pursued advanced degrees, licensure, certifications or newskills in 2016 and we are proud to support you! WakeMed provided over 650employees with tuition reimbursement totaling over $817,500, and theWakeMed Foundation also provided thousands more in grants andscholarships:

• Skills Scholarships: 25 applicants received $38,566.

• Helton Awardee: $13,193 awarded to three departments (NursingEducation/Staffing Resources, Rehab Hospital Therapy Staff and STICU).

• Helton Scholar: 23 applicants received a total of $78,884.

• Grants: Awarded to Spiritual Care, Nursing Education and ClinicalResource Management totaling over $10,000.

The WakeMed Nursing Professional Development Program (NPDP) wascreated to recognize and reward exemplary nursing practice that makes apositive contribution to our strategic priorities. Thanks to the NPDP taskforce for their efforts creating this unique program!

To better support our employees, WakeMed’s Corporate Integrity &Compliance Department expanded its team this year and launched in-person training and videos to ensure adherence to HIPAA, patient privacyand code of conduct. Internal Audit also conducted a Risk AssessmentSurvey, where managers and other leaders identified nearly 700 risks,barriers and opportunities for improvement as we work toward ouraspirational goals. These will be tackled in the coming year.

Awards & Accolades

• Triangle Business Journal Health Care Heroes

> Susan Davis (Children’s Hospital)

> Jennifer Farmer, BSN, RN, (Children’s Emergency Department)

> Bobby Park, MD, (WEPPA)

• Triangle Business Journal CEOs of the Year

> Donald Gintzig

• Triangle Business Journal Healthiest Employer

• City of Raleigh Human Relations Award

• Association for Talent and Development (ATD) BEST Award

2016 Helton Scholar and Helton Awardee Recipients

Raleigh Campus Day of Service

A LOOK BACK AT FY2016From our highly successful Joint Commission survey to the Wake Way behaviorsroll out to our successful Epic upgrade, there are many accomplishments ofwhich we should be proud. While there’s no way to fully capture everything thatwe have done in support of our mission and to improve the care that we provideto our patients and their families, we’re taking a look back at some of theprojects and initiatives that helped make this such a memorable year.

Partnering for a Healthier CommunityH E A L T H Y C O M M U N I T Y & P R E F E R R E D P A R T N E R

WakeMed is committed to partnering with others in our community to make Wake Countya healthier place to live.

• Through partnerships with Alliance Behavioral Health, Wake County and UNCWakebrook, we have made significant advances in care available to behavioral healthpatients in our area. These include an increase in crisis services, increased inpatientcapacity and additional resources for homeless individuals.

• Epic’s Healthy Planet has helped us identify, track and monitor patients with complexhealth, behavioral and socioeconomic barriers to ensure they receive the care they need.As of June 2016, the program had 197 patients enrolled, 99 of whom had decreased useof the emergency department as a result.

• Additionally, our Community Population Health initiative helps improve quality of lifeand health for underserved patients with chronic health conditions. The pilot programhad great success connecting patients with community resources, reducing EmergencyDepartment visits and saving WakeMed nearly $130,000.

• Now in its third year, the Raleigh Campusfarmers market saw a 50 percent increase inEBT/SNAP sales over last year, which meansmore families were enjoying fresh fruits andvegetables from our vendors!

We have also continued to strengthen our partnerships with physicians in many ways:

• More than 400 physicians were involved in developing a physician compact – anagreement between WakeMed and all medical staff members. Based on mutualrespect and a common goal of providing the best patient care possible, it outlines whatphysicians can – and should – expect from WakeMed, and vice versa.

• To improve communication between community and hospital-based providers andstaff, WakeMed implementated of RapidConnect – a new cloud-based mobile/webapplication that allows us to communicate quickly, easily, and securely.

• Physicians have been engaged in key initiatives at all levels of the organization,including WW2E, Fair & Just Culture, and many others.

Our relationship with Baby & Co. in Cary grew as AJ Koehler, MD, (WPP-OB/GYN)became the new medical director for the freestanding birth center. WakeMed Rehabalso began collaborating with Cambridge Village Retirement Living in Apex topromote healthy aging and ‘aging in place’ by offering a fitness facility, physical therapyand personal care health services on-site.

WakeMed is actively involved in numerous programs and initiatives to inspire, train andsupport the next generation of health care providers. In addition to ongoingrelationships with Wake Tech and others, new highlights include:

• Athens Drive Health & Science Academy which offers internship programs forstudents.

• Renewing our contract with the UNC School of Medicine, continuing our 45-yearhistory of teaching their residents and medical students.

• Welcoming our second class of primary care residents from Campbell UniversitySchool of Osteopathic Medicine.

We also partner with other health systems to leverage our collective size and saveresources. This year Socius Health Solutions – a partnership between WakeMed, WakeForest Baptist and Vidant – helped us realize cost savings in several areas:

• Changing blood product vendors should save WakeMed $500,000 annually.

• Change to bulk ordering for Infuse products saved $175,000.

• Collaborating on our Help Desk vendor saved us $200,000.

Out & About in Wake County

From Ladies Day to community festivals to donating socks to local homeless shelters, we reached community members far outside of our facility walls.

A Strong Bottom LineF I N A N C I A L H E A L T H

Thanks to an improvement in volumes, net revenue, cash flow from operations anddays cash on hand, we ended FY16 financially strong, beating our budgeted netincome from operations predictions by .2 percent or $2.4 million.

State-of-the-Art Patient CareI N N O V A T I O N

In February, we celebrated our first full year of using Epic systemwide. Oursuccessful implementation earned us a financial credit of nearly half a milliondollars through Epic’s “Good Install Program.” In June we went through our firstmajor upgrade to introduce the 2015 platform, adding features and increasingefficiency. The upgrade was completed with just 78 minutes of downtime, earningus a spot on Epic’s wall of fame!

This year we introduced a number of innovative programs and tools to improveaccess, reduce costs and – most importantly – provide better care for our patientsand their families. Our Kidney Stone Center offers 24-hour access to urology-trained providers, streamlining kidney stone care. We also began offeringconvenient, remote access to physicians through video visits which are currently inuse for pre-surgical consults for pediatric patients and at WPP – Employee Health &Wellness.

We also proudly offered a number of innovative new procedures including:

• MitraClip – A minimally invasive approach that can help mitral valveregurgitation patients enjoy improved quality of life.

• Complex PCI/CTO – Highly specialized approach for patients with severecoronary artery disease, calcified and blocked coronary arteries.

• Watchman – A minimally invasive procedure that is an alternative to long-termwarfarin therapy.

• MAGEC growing rod technology – A significantly less invasive surgical optionfor some children with scoliosis.

• Robotic Bleb Resection – This minimally invasive approach to resect blebs(blisters) in the lungs, resulting in less blood loss, less pain and a shorter hospital stay.

$1,200

1,100

1,000

900

800

700

600

500

400FY 2013

MIL

LION

S

FY 2014 FY 2015 FY 2016 FY 2013 FY 2014 FY 2015 FY 2016

$110

100

90

80

70

60

50

40

30

20

$10

MIL

LION

S

$986$1,002 $1,006

$1,081

$67

$87

$36

$103

Net Revenue Operating Cash Flow

OCF Margin 6.6% 8.3% 3.4% 9.2%

• MyChart activation rate – 33 percent

• Messages from patients – 34,974

• Total users – 95,220

• Appointments scheduled online –3,171

• Bills paid electronically – 69,784

• Records sent – 2.5 million

• Records received – 1.5million

Dr. Pavlo Netrebko of Cary Cardiology

* Unaudited results

* *

Non profitOrganizationU.S. PostagePAIDRaleigh, NCPermit NO. 1307

3000 New Bern AvenueRaleigh, NC 27610

ADDRESS SERVICE REQUESTED

© WakeMed Public Relations, November 2016

Microscope is a monthly newsletter written by and for the employees of WakeMed. Our goal is to provide

employees and friends of WakeMed with the most up-to-date news on all of the hospital system’s activities.

The Public Relations department thanks all of theemployees who contributed to this publication.

We welcome comments and suggestions on this publication and its content. Call (919) 350-8120,

e-mail microscope@wakemed.org, or write Microscope, Wake Med Public Relations Department,

3000 New Bern Avenue, Raleigh, NC 27610.

Kate Wilkes, EditorWakeMed Employees, Photos

FY16THE YEAR IN PHOTOS

See more photos on the WakeMedWeb!