A Global Exchange of Ideas, A Local Commitment to Excellence

As part of our journey toward Baldrige Excellence, GBMC HealthCare continues to open our doors—and our minds—to learn from and share with others committed to high-quality, patient-centered care. 

This week, as part of the Quest for Excellence Conference, we had the distinct honor of hosting leaders from Mary Greeley Medical Center (MGMC) in Ames, Iowa—2019 Baldrige Award recipients. I was especially proud to see Brian Dieter, President & CEO of MGMC, receive the Harry S. Hertz Leadership Award—an honor I was fortunate to receive in 2022. 

Our teams shared best practices, including how our Pediatrics team, led by Sarae Baum, is improving access for our sickest patients, and how Interventional Radiology, under the leadership of Leticia Armstrong, has helped to reduce the number of late case starts. The MGMC team joined our Executive Lean Management System (LMS) walk and saw firsthand how our commitment to improvement is making a real difference for patients. 

Later in the week, we had the privilege of welcoming delegates from the China Association for Quality. I was happy to introduce our guests through the GBMC Leadership System and joined our Performance Improvement and Innovation team, led by Michele Patchett, as we showcased our work on hospital flow and system design. 

These conversations—spanning states and continents—reinforce that while we may operate in different contexts, our commitment to delivering better care transcends borders. 

A heartfelt thank you to our GBMC team members who helped us host these visits: 

• Michele Patchett, Director of Process Improvement/Innovation 
• Lisa Groff Reuschling, Senior Clinical Nursing Director - Labor and Delivery 
• Jason Cole, Senior Vice President and Chief Information Officer 
• Erlene Washington, Senior VP and Chief Operating Officer of GBMC Health Partner 
• Jack Flowers, Executive Vice President and Chief Medical Officer 
• Eve Bowmaster, Senior Director Quality and Patient Safety - Ambulatory Services 
• Sarah Muslim Lefebvre, Senior Program Manager for System Improvement 

From Mary Greeley Medical Center: 

• Brian Dieter, President & Chief Executive Officer 
• Karen Kiel Rosser, Vice President & Quality Improvement Officer 
• Amber Deardorff, Manager, Organizational Excellence 

From the China Association for Quality: 

• Dr. Duan Yonggang (Tony), Executive Vice President & Secretary-General 
• Dr. Chen Shilin, President of the Chinese Medicine Branch and Professor at Chengdu University of Traditional Chinese Medicine 
• Mr. Hou Jinfeng (Jeremy), Deputy Secretary-General and Leader of the China Quality Award Program 
• Mr. Li Tiegang, Assistant Secretary-General and Secretary-General of the Legal Branch 
• Mr. Lin Hai (Danny), Chief Strategic Branding Consultant 
• Ms. Wang Shengqi (Cherlyn), Deputy Director, International Exchange Department 
• Mr. Paul Grizzell, President of Core Values Partners, Inc., Foreign Evaluation Expert and Academic Committee Member for CAQ 

As we reflect on these meaningful visits, let’s also recognize the incredible work happening across GBMC this week in honor of several national observances: 

• Anesthesia Tech Week (March 31–April 4): Our anesthesia technologists and technicians ensure safe, seamless surgical care. Thank you for your critical role in every procedure. 
• National Donate Life Month (April): Organ, eye, and tissue donation offers life and hope. Learn more or register at infinitelegacy.org. 
• Occupational Therapy Month (April): From NICU infants to elderly patients regaining independence, our OTs help our patients thrive. 
• Patient Access Week (March 30–April 5): You are the first touchpoint for many of our patients, setting the tone with accuracy, compassion, and professionalism.  

Each of these observances—and the global collaborations we’ve hosted—showcase who we are at our core: a health system committed to doing better for every patient, every time. I am grateful for your dedication.

Saving Lives through Evidence-Based Screening and Early Diagnosis

Colorectal cancer remains a significant health concern, being the second leading cause of cancer-related deaths in the United States. However, the implementation of regular screening programs has led to a notable decline in both incidence and mortality rates. Over the past 15 years, colorectal cancer incidence and mortality rates have decreased by over 30% among adults aged 50 and older, with a substantial portion of this decline attributed to increased screening efforts, according to recent research. 

Screening is pivotal in detecting precancerous polyps and early-stage cancers, thereby preventing the progression of the disease. The American Cancer Society recommends that individuals at average risk begin regular screening at age 45, a shift from the previous guideline of 50, due to rising cases among younger populations. 

Several evidence-based screening options are available: 

• Colonoscopy: Considered the gold standard, it allows for comprehensive examination and removal of polyps during the procedure.  
• Fecal Immunochemical Test (FIT): A non-invasive stool-based test that detects hidden blood in the stool, recommended annually. Tests like Cologuard combine FIT and DNA testing for accurate results. 
• Flexible Sigmoidoscopy: Examines the lower part of the colon and is typically performed every 5 to 10 years.  

At GBMC HealthCare, we are dedicated to providing comprehensive gastrointestinal (GI) services, including advanced screening and surgical options. Our team of specialists is committed to delivering patient-centered care, utilizing the latest evidence-based practices to ensure optimal outcomes.  

Emphasizing the importance of evidence-based medicine is crucial because misinformation can lead to detrimental health decisions. Routine screenings, grounded in rigorous scientific research, have demonstrably reduced cancer mortality rates. We encourage everyone to consult with their healthcare providers to determine the most appropriate screening strategy based on individual risk factors.  

Regular colorectal cancer screening is a proven, life-saving measure. By adhering to recommended guidelines and utilizing available screening options, we can continue to make significant strides in reducing the impact of this disease. 

To contact gastroenterology specialists at GBMC, please call 443-849-3400. And, for GI surgery/oncology, please call 443-849-3130. 

Thank You to Our Physicians 

National Doctors' Day is celebrated annually on March 30. Thank you to all our doctors, who deserve year-round recognition for their commitment to providing all those we serve with the care we would want for our own loved ones! 

Transgender Day of Visibility 

Each year on March 31, the Human Rights Campaign honors International Transgender Day of Visibility, a time to celebrate transgender and non-binary people around the globe and acknowledge the courage it takes to live openly and authentically. Please join us as we honor the joy and resilience of transgender people everywhere.

Celebrating Women of GBMC HealthCare

This week, the Women’s Leadership Alliance Employee Resource Group (ERG) hosted the third-annual Women of Impact Awards, honoring individuals whose outstanding contributions uplift the GBMC HealthCare community. These awards recognize those who embody leadership, mentorship, inclusion, lifelong learning, and behind-the-scenes dedication. 

Please join me in congratulating this year’s winners: 

• Inclusion Champion – Claire Cafirma, DNP, RN, CNOR, Director of Perioperative, Interventional Radiology, and Endoscopy, is a true advocate for inclusion at GBMC. She has been an active member of the Diversity, Equity, and Inclusion (DEI) Planning Committee for the past three years and has played a vital role in planning Filipino Heritage Month celebrations, ensuring they are meaningful and engaging for our community. Claire is also deeply committed to supporting GBMC’s international nurses, helping them acclimate and fostering a welcoming environment.  
• Lifelong Learning – Ashley Bandurchin, DNP, RN, CCRN, CSSGB, EBP-C, CENP, Assistant Director of Professional Practice, Education & Research, is the embodiment of lifelong learning. Recently earning her Doctor of Nursing Practice, she actively mentors others in their educational pursuits while ensuring GBMC’s nursing policies align with best practices. She fosters a culture of curiosity and evidence-based care among her colleagues. 
• Leadership – Michele Patchett, RN, MSN, LSSBB, Director of Process Improvement/Innovation, is a transformational leader driving continuous improvement at GBMC. She applies her advanced certifications, including a Lean Six Sigma Black Belt, to spearhead quality initiatives that make a measurable impact—most notably in improving maternal health outcomes. 
• Mentoring – Tracie Schwoyer-Morgan, DNP, ANP-BC, Director of Palliative Medical Support Services, is the heart of mentorship in GBMC’s palliative care team. Her guidance, patience, and encouragement empower colleagues, ensuring that compassionate, high-quality care continues for future generations. 
• Unsung Hero – Barbara Colleran, Executive Assistant and Support Services Coordinator, is the backbone of GBMC’s support services. From managing vendor operations to coordinating employee events, she works behind the scenes to keep everything running smoothly. Her commitment to both logistics and community-building makes her an invaluable part of our team. 

For the Unsung Hero Award, we also recognized three incredible honorable mentions who exemplify dedication and quiet excellence: 

• Stacey Rotman, MSN, RN, NEA-BC, Director of Nursing Administration and Human Resources Liaison: A driving force in nursing recruitment, Stacey has refined a best-in-class hiring process that has strengthened GBMC’s nursing workforce. 
• Ruby Victor, RN, Unit 28 – Labor and Delivery: With clinical intuition that has saved lives, Ruby is a steadfast presence in Labor and Delivery, always ensuring the highest standards of care. 
• Jasmin Phillips, Sodexo Patient Services Supervisor: Known for her kindness and support, Jasmin fosters a strong sense of community in Patient Services, making a difference every day.

Again, congratulations to all! 

Speaking of influential women, I’m happy to share that GBMC's Chief of Staff Robin Motter-Mast, DO, MBA, FAAFP, DipABLM, CPE, was named a 2025 Top 100 Women honoree by The Daily Record! Maryland’s Top 100 Women recognizes high-achieving Maryland women who are making an impact through their leadership, community service, and mentoring. Congratulations, Dr. Motter-Mast! 

In additional news....  

Mark your calendars for “A Walk Down Memory Lane,” a special prom for all senior citizens and their chosen “plus one”—a family member, friend, or professional caregiver. This joyful event, hosted by Avila Home Care, will take place on Sunday, April 6 from 1–3 p.m. at Loyola Blakefield School. I encourage you to spread the word and RSVP to attend. Let’s make this a memorable afternoon for our seniors! 

Avila Home Care is one of our trusted partners for critical services for patients who require support in the home, including:

• Personal care  
• Companion care 
• Memory care 
• Hospice support 
• Care for veterans 
• Transportation 
• Light housekeeping 
• Laundry 
• Meal preparation 
• Medication administration 

The prom event adds to this list of wonderful services Avila provides to our community. 

Staff Recognitions 

March 16–22 is Gastrointestinal (GI) Nurses and Associates Week! Please join me in thanking our GI nurses and associates for the critical work they do each day to support patients through prevention, screening, and treatment. As March is also Colorectal Cancer Awareness Month, I want to remind everyone that if you’re 45 or older, it’s a great time to schedule your colonoscopy. Call GBMC Gastroenterology at 443-849-3400 or GBMC Colon & Rectal Surgery at 443-849-3130 to take this important step for your health. 

Certified Nurses Day was March 19, and I’m grateful to our incredible GBMC nurses who have pursued national board certification in their specialty areas. Your dedication to excellence improves outcomes and enhances the care experience for our patients!

Be a Safety STAR: Celebrating Patient Safety Awareness Week at GBMC

This week marks National Patient Safety Awareness Week, a time to reaffirm our commitment to the highest standards of care and patient protection. This year’s theme, “Be a Safety STAR!”, highlights the importance of SafeTy, Accountability, and Reliability in healthcare. At GBMC, we live by these principles every day, ensuring that every patient receives the care we would want for our own loved ones. 

Empowering Patients for Safer Care 

At GBMC, patient safety isn’t just an awareness week—it’s embedded in our culture year-round. Our STAR tool for incident reporting continues to strengthen our culture of safety, empowering staff to speak up when they see opportunities for improvement. Our Lean Management System has helped us reduce hospital-acquired infections and patient harm by tracking and improving our safety efforts every day. 

Ensuring safety in a hospital setting is a shared responsibility between healthcare providers and patients. Here are a few essential tips to help patients advocate for their safety: 

• Communicate Clearly: Always share your medical history, allergies, and medications with your care team. 
• Ask Questions: If you don’t understand something about your treatment, ask for clarification. 
• Hand Hygiene: Make sure everyone washes their hands before providing care. 
• Medication Safety: Double-check prescriptions and dosages with your provider. 
• Prevent Infections: Follow wound-care guidelines and infection prevention measures. 
• Understand Your Treatment Plan: Know your discharge instructions and follow-up steps. 
• Use Call Buttons: If you feel unwell or need assistance, don’t hesitate to ask for help. 
• Prevent Falls: Use assistive devices if needed and ask for help when moving. 
• Involve Family or Friends: A trusted advocate can help ensure instructions are followed. 

If you have ideas on how we can further enhance patient safety, I encourage you to reach out. Together, we are patient safety! 

Maryland Comptroller Brooke Lierman Visits GBMC’s SAFE Unit 

This week, several colleagues had the privilege of hosting Maryland Comptroller Brooke Lierman, who toured our Sexual Assault Forensic Examination & Domestic Violence (SAFE & DV) Program. This program, which provides compassionate care and forensic services for survivors of sexual assault, domestic violence, and human trafficking, is a vital part of our commitment to the community. 

Our SAFE & DV suite is designed to provide a private, secure, and healing environment for survivors, with state-of-the-art forensic technology and a dedicated team of forensic nurse examiners. The visit was an important opportunity to highlight the critical work our team does and the ongoing need for resources to support survivors. 

We are grateful for leaders like Comptroller Lierman who take the time to learn about and support programs that make a difference in the lives of vulnerable individuals. I invite everyone to join us for our 10th annual Walk A Mile in Their Shoes event on Friday, April 11 at 4 p.m., where Ravens Coach John Harbaugh is serving as this year's Honorary Chair for Walk A Mile and will be walking with us! Proceeds benefit our SAFE & DV Program, and you can register today by visiting www.gbmc.org/walkamile.  

Recognizing Healthcare Human Resources, Nutrition Experts, and Cultural Celebrations 

A healthcare system is only as strong as its people. This Healthcare Human Resources Week, we extend our gratitude to our HR team for their dedication to recruiting, retaining, and supporting the professionals who make GBMC a trusted name in care. On March 12, we recognized Registered Dietitian Nutritionist Day, honoring the vital role of dietitians in patient recovery and long-term health. 

Iftar at GBMC 

This past Wednesday, March 12, GBMC sponsored an Iftar Program and Dinner, marking the daily breaking of the fast for our Muslim colleagues and community members during Ramadan. The meal, catered by Kandahar Afghan Kitchen, provided an opportunity for fellowship and cultural appreciation. 

Happy Holi! 

To all who celebrate, Happy Holi! This Hindu Festival of Colors is a beautiful reminder of renewal, joy, and the victory of good over evil. May your year be as vibrant as the celebrations! 

A Lesson in High Reliability: Preoccupation with Failure in Action

Last Saturday evening, a downed electrical wire sparked a brush fire behind the South Chapman Building and gym on GBMC’s main campus. Thanks to the rapid response of our team and the Baltimore County Fire Department, the fire was quickly contained, and—most importantly—no one was hurt. While we are grateful that no buildings were damaged, the event did cause a disruption: the fire took down internet and telephone lines serving our offsite locations, impacting Gilchrist and GBMC Health Partners offices.

In the immediate aftermath, our teams worked diligently to ensure patient care remained uninterrupted. Leaders including Cate O’Connor-Devlin, Jim Keyzer, Mitch Scholtes, and Jason Cole (among others) were instrumental in coordinating efforts, and staff at our offsite locations followed downtime procedures with professionalism and adaptability. I’m proud of our people for moving swiftly and effectively in the face of this challenge.

But as a high reliability organization, we must always take the next step: not just responding to failure but learning from it. The fire highlighted a vulnerability in our system—a single point of failure in our network redundancy. As we worked to restore service, we also asked ourselves: How can we prevent this from happening again? What other risks might exist that we haven’t yet identified?

This is the essence of preoccupation with failure, a fundamental principle of high reliability. It means constantly scanning for weaknesses, anticipating problems before they arise, and taking action to mitigate risks before they become crises. Instead of assuming everything will work as expected, we assume the opposite—that failure is always a possibility—and we plan accordingly.

Other industries, like aviation and nuclear power, have long embraced this mindset. Pilots don’t assume their instruments will always function correctly; they have backup systems and checklists to catch potential failures before they become catastrophic. In healthcare, this same approach applies to patient safety, equipment reliability, and, as we’ve now seen, our communication infrastructure.

The fire was a wake-up call—not a failure, but an opportunity to strengthen our systems. We are assessing both our electrical and network redundancies, identifying gaps, and will be working to implement solutions that ensure uninterrupted service for our patients and staff.

To everyone who responded to this event, thank you for your quick thinking and commitment to our mission. And to all of us at GBMC, let’s use this as a moment to reinforce our culture of high reliability. The best way to prevent future failures is to anticipate them before they happen.

If you have ideas or observations on how we can improve, I encourage you to share them. Our collective mindfulness is what keeps GBMC strong and prepared for whatever comes next.

In further recognition...

As we reflect on lessons in high reliability, we also take time to recognize the incredible work of our teams across the system. March brings opportunities to celebrate those who make GBMC HealthCare stronger every day: our social workers, who connect patients with vital resources; our hospitalists, who provide 24/7 inpatient care; our food and nutrition team, who support the dietary foundations of health; our lactation consultants, who assist mothers and babies; our colorectal and gastroenterology specialists, who work to prevent and treat colorectal cancer; and our child-life professionals, who ease fear and anxiety for pediatric patients.

Thank you all for providing the care we would want for our own loved ones!

Honoring Compassion: The 2024 Nancy J. Petrarca Compassionate Caregiver Award

On February 26, we gathered for one of the most meaningful events of the year: GBMC’s 17th Annual Nancy J. Petrarca Compassionate Caregiver Award Ceremony, part of the Dr. John Adams Compassionate Caregiving Rounds. This event is a powerful reminder of what makes our healthcare system extraordinary—the people who go beyond their roles to provide comfort, kindness, and healing.

Compassion is the foundation of GBMC’s vision phrase: To every patient, every time, we will provide the care we would want for our own loved ones. This year's ceremony honored 96 nominees across our system, each of whom has clearly demonstrated their commitment to that promise.

Celebrating Extraordinary Caregivers

The ceremony opened with a moving performance of Seasons of Love by the Owings Mills High School Choir. We then had the privilege of hearing firsthand stories of compassionate care, including patient Jeffrey Judka, who shared how his care team at GBMC Health Partners and GBMC changed his life. Later, Maud Halliday spoke about her family's journey with Gilchrist’s Hospice and Grief Care, reinforcing the profound impact that true caregiving has beyond clinical treatment.

Of the 96 incredible nominees, five individuals were recognized as finalists for the award:

• Suzanne Fontanesi, CRNP – Whose relentless advocacy ensured a young asylum seeker with metastatic cancer could return home to India for his final days.
• Art Grau – A Vietnam veteran dedicated to honoring and supporting fellow veterans in their final moments.
• Amy Kimball, MS, CGC – A genetic counselor who goes above and beyond to support families facing complex diagnoses.
• Cate O’Connor Devlin, MS, RN – A nurse whose unwavering presence and personal support transformed a lymphoma patient’s experience.
• Mya Truax – A member of the GBMC SAFE team who provided extraordinary care and dignity to a young survivor of human trafficking.

Ultimately, Suzanne Fontanesi, CRNP, was named the recipient of the 2024 Nancy J. Petrarca Compassionate Caregiver Award, an honor well deserved for her tireless dedication to compassionate advocacy.

A Sobering Reminder: Supporting Safety in Healthcare

While we celebrate compassion, we must also acknowledge the stark reality of increasing violence in healthcare. Like so many of you, I was heartbroken to learn of the tragic shooting at UPMC in York, Pennsylvania, this past weekend. A hospital is a place of healing, and violence in such a setting is particularly painful. Our hearts go out to the victims, their families, and the entire healthcare community in York.

This tragedy reminds us of the risks healthcare workers face simply by doing their jobs. At GBMC, we remain steadfast in our commitment to workplace safety, with measures such as ongoing security enhancements, active shooter preparedness, and de-escalation training. I encourage all staff to take advantage of our hands-on safety training programs available in Workday and to reach out if you ever feel unsafe. Our security team is always willing to provide assessments of areas both onsite and offsite and provide preparedness and prevention trainings as needed.

Recognizing Important Observances

As we close out February and enter March, I want to take a moment to acknowledge a few meaningful observances:

• Thank a Resident Day (Feb. 28) – Residents are the backbone of our healthcare teams, balancing long hours and immense responsibilities. Please take a moment to express your gratitude.
• International Cochlear Implant Day (Feb. 25) – A special thank-you to our Presbyterian Board of Governors Cochlear Implant Center of Excellence team, who transform lives through their work with individuals experiencing hearing loss.

Also, I’d like to wish our Muslim colleagues and community members a peaceful and meaningful Ramadan!

The Power of Data: Making Decisions That Truly Improve Healthcare

In healthcare, every decision—whether a shift in policy, a change in clinical practice, or an investment in new technology—has consequences. The complexity of our healthcare system demands that we make these decisions with careful consideration, using data to ensure that the changes we make truly improve outcomes rather than create unintended consequences.

At GBMC HealthCare, we firmly believe that data and leadership must go hand in hand. As I wrote in a recent blog, achieving our vision to provide the care we would want for our own loved ones requires more than good intentions—it depends on thoughtful leadership and informed decision-making. Every decision should start with the question: Why are we doing this? And the answer must be rooted in both our vision and the data that informs it.

Using Data to Make Better Decisions

We see the power of data in our daily work. I’ll share just a few examples below to illustrate my point, although I know there are so many more.

• Our Epic electronic health record system gives us powerful insights into patient care, referral patterns, and quality metrics. However, data is only useful if leaders and teams know how to access and apply it. That’s why we encourage staff to explore tools like Epic’s Analytics Catalog and seek guidance from data analysts and reporting specialists. These resources help us work smarter and ultimately improve outcomes and experiences for the people we serve.
• We use the data and information shared during our Lean Management System (LMS) rounds to identify opportunities for improvement and quickly address barriers in work flows and patient care.
• When we transitioned anesthesia services from a contracted model to an employed team, we did so because the data showed that staffing instability was leading to canceled surgeries—negatively impacting patient care and operational efficiency. By analyzing the root cause, we made an informed decision that has resulted in better care, more reliability, and a stronger health system.
• When we designed and opened our new Louis and Phyllis Friedman Building and Sandra R. Berman Pavilion, we used data to determine what our community needs and what would enhance the care and experiences of patients, their loved ones, and our staff.

When leaders use data to set goals, cascade information to their teams, and connect their work to our broader vision, we create a culture of continuous improvement. Whether we’re improving access to care, managing chronic conditions, or making healthcare more convenient and equitable, the intersection of leadership and data drives better decisions.

A Responsibility to Make Thoughtful, Data-Driven Decisions

Healthcare is an incredibly intricate system, and making changes without fully understanding the data can lead to disruptions in care, financial inefficiencies, or even harm to patients. But this principle extends beyond healthcare—it applies to business, public policy, and even personal decisions.

At GBMC, we remain committed to using data to drive decisions that truly enhance patient care. Whether implementing new initiatives, redesigning processes, or refining our strategic vision, we take the time to ask:

• What does the data tell us?
• How will this change impact our patients, our community, and our future?

As we continue our work to transform healthcare, let’s hold ourselves—and each other—to this standard. Thoughtful, evidence-based decision-making isn’t just a best practice; it’s a responsibility. And when we get it right, we don’t just make changes—we make progress.

A Valentine’s Day Social

Last Friday, Valentine’s Day, I attended the “Love is Love Social” hosted by our Greater Pride employee resource group. Staff were invited to come together for fun crafts, treats, and socializing. Thank you to all those who planned this event and attended. We really value these opportunities to get to know each other better!