A Year in Review: Reflections from 2023 and Looking Ahead to 2024

There are only a few days left of 2023, and what a year it has been. We have certainly had our ups and downs. I can’t deny that we experienced significant financial challenges; however, thanks to our incredible leaders and workforce, we are in a much better position now. 

In November, we opened our Louis and Phyllis Friedman Building, which is a wonderful symbol of GBMC’s bright future! As things have gotten underway in the new building, we’ve continued construction on the Sandra R. Berman Pavilion, the future home of the Sandra and Malcolm Berman Cancer Institute. As we have been modernizing and making improvements to our campus, we have remained steadfast to our commitments to advanced primary care and improving access to care in underserved communities. We have made such strides in quality improvement that we were recognized nationally by the president and chief executive officer of the Institute for Healthcare Improvement this month. 

In addition to the highlights above, I wanted to take a moment to share some of our other significant recognitions and accomplishments this year: 

• Baltimore Sun – Best Hospital 
• Baltimore Style – Best ER/Hospital 
• Baltimore Style – Best Vein Center 
• Baltimore's Child – Best Place to Deliver Your Baby 
• Baltimore's Child – Best ER for Kids 
• Baltimore's Child – Best Pediatric Hospital Runner Up 
• Baltimore Jewish Times – Best ER/Hospital 
• Baltimore Jewish Times – Best Vein Center 
• Forbes – America's Best Employers 
• Newsweek – America's Best Maternity Hospitals 
• HIMSS – EMRAM Stage 7 Revalidation  
• Global Healthcare Exchange (GHX) – Best 50 Healthcare Provider  
• American Hospital Association – One of four finalists to receive the Foster G. McGaw Prize for Excellence in Community Service national award 
• Baltimore Magazine – Eight Excellence in Nursing winners 
• Newsweek – America's Greatest Workplaces 2023 
• The Luminis Health Gilchrist Lifecare Institute – Gilchrist’s joint venture with regional healthcare provider Luminis – began to offer elder care and hospice care in Prince George’s County, Maryland’s second most populous subdivision with nearly one million residents. Through this innovative partnership, we are extending our reach to provide the highest quality counseling, support, and care to even more Marylanders with serious illnesses so they may live life to the fullest. 

I’m proud of the groundwork we have been laying for over a decade and of what we have accomplished at GBMC HealthCare in 2023. We look forward to what 2024 will bring! Thanks to the entire GBMC family and Happy New Year! 

Warm Wishes

As we enter into the Christmas holiday, I send you all warm wishes and hope that you have the opportunity to enjoy well deserved downtime with those closest to you. In the spirit of the season – which transcends religious and cultural boundaries – I extend my heartfelt gratitude to our remarkable staff, volunteers, patients, and the community we are privileged to serve.

As we go about our festivities, let this be a time of giving back, of extending kindness to one another, embracing the true essence of community, and being a source of comfort to those around us. 

To our extraordinary staff, your dedication is the bedrock of our success. In this season of giving, your daily contributions make a lasting impact on the lives of those we serve.

To our volunteers, your selflessness embodies the spirit of community.

To our resilient patients, your strength and trust inspire us. May this season bring you comfort and moments of joy.

Wishing you all a season filled with goodwill, shared laughter, and the joy of making a positive difference in the lives of those around us.

Showcasing Our Excellence in Quality Improvement

GBMC HealthCare was honored to have been highlighted during this week’s 2023 Institute for Healthcare Improvement (IHI) Forum. During his opening address on Tuesday, Kedar Mate, MD, President and CEO at IHI, called out GBMC as a model of whole system improvement. He specifically pointed to the way our teams have embraced our lean management system (LMS) as part of our culture, referring to it as “embedded quality.” 

Our teams with Dr. Mate during his October visit.

We had the privilege of hosting Dr. Mate for Grand Rounds in October. During his time with us, he got to see LMS in action. He witnessed firsthand our commitment to learning and continuous improvement. This is part of what he highlighted during his keynote. He recognized that as part of our LMS process, senior leaders actively participate in daily team huddles where impediments to providing optimal care are identified and addressed using problem-solving tools. Our front-line teams proactively assess failure modes, collaborate with colleagues across the health system to create data visualizations, and foster ingenuity, leading to a seamlessly embedded operating system that has become second nature to the individuals involved. 

In his remarks, he described our systems as “habitual” – so engrained that we don’t know we do them anymore – it's just the way we work. 

I’m grateful to each and every member of our staff who has adopted a mindset for continuous improvement. We are fortunate to have the expertise of Carolyn Candiello, our Vice President of Quality and Patient Safety, who is leading the charge on this work, and our Quality and Safety team members, like Michele Patchett, MSN, RN, Director of Process Improvement/Innovation; Kerrie Walsh, RN, BSN, CPHRM, Patient Safety and Accreditation; Sarah Muslim-Lefebvre, Senior Program Manager for System Improvement; and Katie Koestler, BSN, RN, CEN, whose efforts support LMS and build capability and capacity in the workforce. 

It fills me with pride that our health system is being recognized at the national level. It is extremely meaningful that the innovation and best practices of our own GBMC HealthCare family was highlighted among 5,000 peers who really know and care about quality improvement, and I appreciate Dr. Mate acknowledging our successes. 

And later that day, Dr. Mate gave a virtual address at the open meeting of the Health Services Cost Review Commission, and he called out GBMC as a model to be emulated by others! I am so grateful to all on our team for embracing continuous improvement as our business model. It is clearly pushing us faster towards our vision of being the community-based true system of care that is capable of treating everyone as we want our loved ones to be treated! 

The Employee and Volunteer Holiday Meal – A Time-Honored Tradition

When reflecting on what sets GBMC HealthCare apart, my thoughts instinctively turn to our remarkable people. Considering the substantial time we invest in our workplaces, having colleagues who share our passion and treat us like family is truly invaluable. It's our exceptional workforce, comprising both employees and volunteers, that has cultivated a culture akin to a close-knit family over the years—this is the essence of the GBMC difference. 

Each year, I look forward to the annual Employee and Volunteer Holiday Meal because it gives us another chance to express our gratitude to those who help bring us closer to our vision of providing the care we would want for our loved ones each day. This year’s meal was held on Thursday, and I want to thank the Human Resources team for their invaluable support in orchestrating this event and our Food and Nutrition team for preparing the delicious food. As always, it was a wonderful way to embrace the holiday spirit and acknowledge the dedication of our GBMC family. 

Helping Another Organization in Providing the Care We Would Want for Our Own Loved Dogs! 

Our friends at the Maryland Society for the Prevention of Cruelty to Animals (MDSPCA) called us on
the day before Thanksgiving to see if we had any cloth gowns that they could have. You may have read that there is a viral epidemic that is affecting dogs, and the MDSPCA had to send the dogs in their shelter to foster care until the epidemic subsided. They wanted to help the volunteers who would take the animals into their homes by giving them reusable gowns. Brian Riemer, our Executive Director of Supply Chain, provided some gowns from our warehouse since we use disposable gowns. Rodney Thomas, Material Handler and Shift Lead, helped us get the gowns from the warehouse and hand them off to the MDSPCA. I decided to give Rodney a small token of my appreciation, a NY Giants cap, for helping us in a pinch! (I was also kidding Rodney since I know that he is a die-hard New England Patriots fan!) 

Happy Chanukah! 

Chanukah began at sundown on Thursday, and I want to wish all those of the Jewish faith a Happy Chanukah. All are invited to join GBMC Spiritual Support Services and Rabbi Benjamin Shalva for a celebration on Monday, December 11 at 4:00 p.m. in the new Yvonne Kahlert Chapel in the Louis and Phyllis Friedman Building. We’ll have a spirited and soulful celebration lighting Chanukah candles, singing songs, telling stories, and learning about the deeper significance of this joyous holiday. 

Recognizing Our Pediatric Emergency Department 

In case you missed it, our very own Theresa Nguyen, MD, MS, FAAP, Chair of Pediatrics at GBMC, shared important information about what we need to know about RSV and the RSV vaccine on NBC Nightly News with Lester Holt. I’m proud of our team for being a voice to speak broadly on this issue. 

Advancing Healthcare Transformation at the State Level

The U.S. healthcare system has the best trained physicians, nurses and other clinicians in the world, and they work very hard, but as I have written many times, they work in a system that is in desperate need of transformative redesign. The payment system has fostered our “traditional” model, which is a bit like a game of Whack-a-Mole, with well-intentioned smart people addressing acute problems as they arise without a commitment to being accountable for improving the individual's health over the long run. The traditional fee-for-service approach means more visits completed and more procedures performed equals more profit. It is a sobering statistic that we spend 40% more per capita on healthcare than any other industrial country, and our outcomes for chronic illness are not as good. And now we have the added problem of medical debt, which has become the biggest single cause of bankruptcy in the United States. 

We know that it is much better for all involved if we build relationships with patients in the primary care setting and remain committed to helping them stay healthy and out of the hospital. Treating patients only when they are sick or seeing them in a hospital setting for preventable issues is not doing them any favors and is costly to the country. 

That is why Maryland implemented “global budgets” within its “All Payer” Model and waiver with the Centers for Medicare and Medicaid Innovation Center. This reimbursement system gives hospitals a fixed amount of revenue each year, encouraging them to reduce unnecessary hospitalizations, procedures, tests, and more. GBMC HealthCare had already committed to holding ourselves accountable for the improved management of chronic disease and for keeping patients out of the hospital, so we quickly accepted the concept of the global budget when it was introduced in 2014. Then, when the voluntary Maryland Primary Care Program (MDPCP) was introduced to support the delivery of advanced primary care throughout the state, we eagerly decided to participate, since this would provide new resources to cover the cost of the patient-centered medical home.  

We have been supporters of the global budget and MDPCP because at their core, they are focused on doing the right thing – being accountable with patients for their health and successfully managing (or preventing) chronic conditions in the outpatient setting. Now, I am intrigued by a new program being introduced by the Centers for Medicare & Medicaid Services (CMS). It is still in its infancy but seems like it could be the next critical step in healthcare transformation towards better value. 

The new program is called the States Advancing All-Payer Health Equity Approaches and Development (AHEAD) Model and aims to work with states in controlling healthcare costs, improving population health, addressing social determinants of health, and promoting health equity. This program involves a voluntary, state-driven approach where states as a whole can apply to participate. This differs from MDPCP because with that program, individual healthcare organizations within the state could decide whether to participate. That meant that transformation was only happening in silos since not all our healthcare institutions within our state were required to embrace this approach to care delivery. The AHEAD Model better marries the concepts of the global budget and MDPCP in a way that would more effectively force transformation uniformly. 

Unless there is a broader scope of adoption of the advanced primary care mindset with a focus on providing accessible and equitable healthcare opportunities to all, the system will remain broken. Medical debt will continue to cause bankruptcy, and many people will continue to not have access to the care they need when they need it, in the most appropriate setting. 

We do not yet know which states will opt for the AHEAD Model. But, if Maryland opts in, I feel confident that GBMC HealthCare is well positioned for success because we have laid so much groundwork over the past decade. I am excited to see how this new program might move the nation toward a better healthcare system. 

Sharing Gratitude to Our Volunteers and Wishing All a Happy Thanksgiving!

Earlier this week, I had the privilege of honoring our dedicated volunteers during a special reception. This event was held on Monday, which marked the 60th Anniversary of the Volunteer Auxiliary’s very first board meeting in 1963. It was during that meeting that volunteers made a promise to help build a hospital for this community. Celebrating this anniversary as we lead into the Thanksgiving holiday seems very fitting – the generosity our volunteers have shown over the past six decades gives us much to be thankful for.

In this picture I'm joined by Jessica Schlee,
Assistant Director of Volunteers; Carmen Baeza,
Director of Volunteer Services; and Shirley Lewis,
Spiritual Support volunteer and pianist.

Not only did our volunteers keep the promise they made in 1963. But they have also continued to build upon it in remarkable ways. Collectively, they have provided more than 3 million volunteer hours of service. Time is precious, and I could not be more thankful that our volunteers have selflessly given so much of their time to us.

In addition, the Volunteer Auxiliary has donated more than $30 million dollars to our health system, including a $3 million lead gift, which was paramount to the success of our Promise Project. Without that support, our newly opened Louis and Phyllis Friedman Building would not have been possible.

Reflecting on the fact that more than 500 individuals actively choose to support what we do at GBMC HealthCare, I am filled with gratitude and pride. Their commitment has translated into countless hours of care, support, and comfort for our patients and their families.

GBMC HealthCare could not be the system of care, treating patients like our own loved ones, if not for the service of our volunteers.

Once again, thank you to our incredible volunteers; and Happy Thanksgiving to all! 

Transgender Day of Remembrance 

Transgender Day of Remembrance is a national observance held annually on Monday, November 20. It was started in 1999 by transgender advocate Gwendolyn Ann Smith as a vigil to honor the memory of Rita Hester, a black transgender woman who was killed in 1998. On Monday, our Diversity, Equity, and Inclusion Committee/Greater Pride employee resource group hosted a vigil where we honored the memory of the transgender people whose lives were lost in the last year due to acts of anti-trans violence. Click here to view a list of names in remembrance of the lives lost. 

Those of us in healthcare play an important role in bettering the lives of transgender individuals, who often encounter prejudice when accessing medical services. Understanding and supporting their unique needs can significantly improve their healthcare experience. 

Welcoming the First Patients to the Friedman Building

This week, we welcomed our first patients to units 42 and 52 in the newly opened Louis and Phyllis Friedman Building.

I’m pleased to report that thanks to all the preplanning, process development, and adherence to the process (with minor adjustments along the way), the transfer of patients was smooth and successful, with patient safety being the highest priority throughout. 

On Tuesday, November 14, a total of 52 patients were moved onto the new units in fewer than six hours, beginning with a team huddle at 7:30 a.m. and ending with the transfer of the final patient to Unit 52 at 1:10 p.m. This was the culmination of an extremely detailed planning process, complete with a practice run to estimate timing and anticipate challenges. 

A tremendous amount of cross-functional collaboration, led by members of the Emergency Preparedness and Promise Project Operational Readiness teams, made this achievement possible. In a true show of unity and teamwork, approximately 70 volunteers from departments of various disciplines across GBMC pitched in, going beyond the scope of their usual roles to make the day successful. It was inspiring to see so many staff members leaning in to help others when needed – it was truly an all-hands-on-deck effort. 

I was also thrilled to hear about the positive response from the patients who were admitted to the units– because the patients are our purpose. The picture accompanying this blog post shows one of the first patients transferred. To enhance the element of surprise, he covered his eyes with his blanket until he was in the room for the final “reveal.” He was ecstatic about the size of the room! Knowing that patients expressed this level of excitement to be part of GBMC’s history underscores the value of these new units and how they will allow us to better serve the community. 

Thank you to the teams who made this happen and to all the patients and their loved ones who were so understanding during the move! 

Submit a Compassionate Caregiver Award Nomination 

We are accepting nominations for the 2023 Nancy J. Petrarca Compassionate Caregiver Award through December 31, 2023. This award recognizes individuals who listen to, support, advocate for, and understand what patients and their caregivers are going through. We welcome nominations from anyone – whether from the community, our workforce, or volunteers. I’d also like to point out that any staff member or volunteer with GBMC Hospital, GBMC Health Partners, or Gilchrist can be nominated, whether they work in clinical or non-clinical roles 

Click here to submit a nomination. Thank you for taking a moment to recognize our staff and volunteers! 

Recognizing Staff 

This week honors several occupations within healthcare nationally. Please join me in recognizing our Nurse Practitioners, who order, perform and interpret diagnostic tests; diagnose and treat acute and chronic conditions; prescribe medications; and educate and partner with patients in making healthy lifestyle changes. Thank you also to our Perioperative Nurses for their essential roles in caring for patients before, during, and after surgical procedures. I’d also like to share gratitude to our Home Care Aides and expert partners with Avila Home Care for helping our patients thrive in their homes with supportive services including companionship; light housekeeping; meal preparation; transportation; assistance with bathing, dressing, skin care; and more. 

A Thoughtful Design that Enhances the Care Team’s Experience

We reached a significant milestone last week as we celebrated the grand opening of our new Louis and Phyllis Friedman Building. Next week, we look forward to welcoming our very first patients onto our two new 30-room units in the building: Fran and Mark Harris Patient Care Unit 42 Medicine/Oncology and William C. and Suzanne Eck Higinbothom Patient Care Unit 52 Medicine/Stroke. 

In light of the opening of the units, I wanted to share a bit about the thoughtful and very intentional design of the units and patient rooms within them. Before we started the construction process, we solicited feedback from patients, staff, volunteers, and donors. In mid-2021, we designed a mock patient room, and allowed employees, former patients, and volunteers to walk through and give their thoughts on the layout. We listened carefully and created a design that would offer comfort and convenience to patients and families, while also optimizing efficiency for staff and providing them with state-of-the-art equipment and technology, right at their fingertips. 

Top: Unit 42 team; Bottom: Unit 52 team

Employees that will be working on the units have expressed excitement about several amenities that will make their day-to-day work easier. Gone are the days of the workstation-on-wheels, which nurses previously had to roll from room to room. Each room on the new units has its own workstation, where staff can easily access patient records and input information. Rooms are also equipped with an Epic Monitor, which can be used as a review and/or teaching tool, allowing clinicians to review data and results and then share information in a patient-friendly way. Digital door displays positioned outside the patient rooms share critical care details, such as necessary precautions, vitals and fall risk level, before members of the care team enter. 

One very innovative feature of each room is the “patient server,” which is essentially a storage cabinet for necessary medical supplies, fresh linens, as well as linens that need to be cleaned. This server is accessible both inside and outside the room, meaning that staff does not have to exit the room to seek commonly used supplies, nor do they have to unnecessarily enter rooms for tasks such as removing linens to be cleaned. 

Caregiver stations on the units are centrally located and situated with visible sight lines to patient rooms. These stations allow our staff space to complete technology and communication tasks while still being within view of their patients. Additionally, because we know it is important for staff to have the opportunity to decompress, breakrooms are nearby but distinctly separated from the caregiver stations and patient rooms, meaning staff can have lunch and take breaks with minimal interruption. 

Staff members have shared their happiness that the new rooms will enhance the experience for patients and their loved ones. The new rooms are twice the size of our older patient rooms, with bathrooms that are also larger and designed for safety, complete with accessible showers and more. Patients’ loved ones will also have additional comforts in the space, as the “family zone” within the room includes a multi-purpose bench that can transform into a place to work, sleep, dine, and be a part of the healing process. 

Leapfrog rating 

We recently got the news that GBMC Hospital received a "B" grade in the Fall 2023 Leapfrog Survey. This "B" grade marks an improvement from our previous survey results and is a testament to the dedication and hard work of our exceptional staff. The Fall 2023 survey took into consideration process/structural measures, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey results, and outcomes measures when assigning the grade. Thank you to all for your dedication to continuous improvement. 

Recognizing Staff 

While I am thankful to all our employees year-round for their essential services, I appreciate the opportunity to recognize them during various national healthcare worker observance weeks. This week, we are celebrating many! In honor of Medical Staff Services Awareness Week, I'd like to thank our medical services professionals for their expertise in areas such as medical staff organization, accreditation, provider enrollment, regulatory compliance, and provider relations in their vital role as gatekeepers of patient safety. As part of Allied Ophthalmic Personnel Week, please join me in celebrating our ophthalmology team for their commitment to improving the delivery and quality of eye care at GBMC. National Radiologic Technology Week is November 5-11. I am grateful to our medical imaging professionals for providing critical diagnostic and interventional imaging services for patient care and health care safety. 

This week we also recognize our Patient Transport team for their vital role in patient flow, patient care, and overall patient experience as well as our Forensic Nurses for their ongoing commitment to patient-centered, trauma-informed specialty care of patients impacted by violence. 

Last, but certainly not least, November 9 was Genetic Counselor Awareness Day. At GBMC, we are fortunate to have our team with the Harvey Institute for Human Genetics helping patients better understand the genetic testing process, identifying key information in patients’ family health history, and supporting patients through important medical decisions.  

Thanking Our Veterans 

Saturday is Veterans Day. Today, our Diversity Equity and Inclusion Committee led our annual organization-wide Veterans Day Ceremony to honor the millions of American military personnel who have served to protect us. I’m grateful to all those who have personally sacrificed to ensure our freedom and especially want to thank our GBMC HealthCare employees and volunteers who are veterans on our main campus, in our physician practices, and throughout Gilchrist. 

Celebrating New Horizons

It’s been a truly historic week for GBMC HealthCare! On Thursday, November 2, we held our official Ribbon Cutting Ceremony of the Louis and Phyllis Friedman Building. Hundreds of our employees, volunteers, and community came together for this momentous occasion. I was also honored to be joined by Maryland First Lady Dawn Moore, County Executive John Olszewski, Jr., Maryland Health Secretary Dr. Laura Scott, many of our elected partners, and many generous donors, including Louis and Phyllis Friedman. 

The grand opening of the Friedman Building symbolizes the next big step in fulfilling our vision and promise to always put the patient first. Following a Board visioning retreat about 13 years ago, we embarked on a mission to create a true health system that would be capable of delivering the care we would want for our own loved ones from birth to the end of life, and at every point along the way. 

Building upon the strength of GBMC hospital and Gilchrist, we added our patient-centered medical homes, with physician-led teams that hold themselves accountable for managing our patients’ health. We now have the best performance in the state for keeping our patients with diabetes in control of their A1C levels and out of the hospital. And, Gilchrist has expanded beyond its exceptional hospice and bereavement services to also offer early support to individuals with serious illnesses, providing primary care for frail elders at home well before the end of life. 

During the ribbon cutting ceremony, the Friedmans shared details about their relationship with GBMC, which spans four generations. Hearing the stories of how our health system has affected them, their loved ones and friends was impactful. Also poignant to me was their explanation of “Tikkun Olam,” a Hebrew term that translates to “Repairing the World.” In their remarks, the Friedmans explained that the term speaks to our collective responsibility to heal, mend, and transform the world for the better. They shared their belief that health is fundamental to anything you want to accomplish and that investing in the health of our community is one of the best ways they could participate in repairing the world.  

The features of this new building, which they and many others have so generously supported, will undoubtedly benefit the health of our community. With larger, state-of-the-art patient rooms and spaces that foster spiritual and emotional wellbeing in addition to medical needs, we will be able to enhance the care experience for our patients, their loved ones, and our staff, and we look forward to serving our community in this capacity for years to come. 

I would like to recognize our incredible teams who meticulously planned, thoughtfully designed and built The Promise Project: Executive Vice President and Chief Operating Officer Stacey McGreevy; Senior Director of Planning, Construction and Energy Russ Sadler; and Director of Project Management Becky Stover.  

Under the leadership of our Campaign Chair, Dr. John Saunders, Jr., Chair of our Philanthropy Committee Heidi Kenny-Berman, and Vice President for Philanthropy and Marketing, Jenny Coldiron, we’ve seen a truly unprecedented number of community supporters to the Promise Project. Although the first phase of the Promise Project is complete with the opening of the Friedman Building, we are not stopping here. The next step of the project is to complete the Sandra R. Berman Pavilion, which we expect to open in about 12 months. The Berman Pavilion will connect to the Friedman Building and consolidate cancer care services for the convenience of our oncology patients. I look forward to sharing updates and sneak peeks into the Berman Pavilion as progress continues! 

Providing More Resources to Help You Find Your Way

At the beginning of this week, we reopened the former main corridor, which had been closed for some time due to construction, and the difference is amazing! While it is bright, open, and beautiful, it also looks unfamiliar because it is so new, and that adds to navigation challenges we already face. 

Recognizing that this evolution will continue as we fully open the Louis and Phyllis Friedman building in the next couple of weeks, we’re taking action to make it easier for patients and visitors to get to where they need to be. 

First, we’ve already stepped up our in-person wayfinding efforts. Additional staff and volunteers are stationed in the main hospital during peak hours to answer questions and help people to and from their destinations. And don’t forget that in advance of your visit, you can also download the GBMC wayfinding app by clicking here. 

I’m also pleased to share that beginning November 9, GBMC will offer a patient and visitor shuttle as well as additional valet services to assist in campus transportation and wayfinding. We hope these services will be helpful to all patients and visitors, especially those with appointments in Physicians Pavilion West (PPW) since they can no longer park in Daffodil, which was much more convenient than current options. 

Valet services will be available Monday through Friday at the following times and locations: 

• 7 a.m. - 6:30 p.m.: Louis and Phyllis Friedman Building entrance, Maternal Newborn Health (MNH) at the Yaggy Atrium, the Bus Loop outside Einstein Bros. Bagels (Note: Valet service at this location will end once the Berman garage opens for patient and visitor parking later this year.)  
• 8:30 a.m. - 5 p.m.: PPW 

GBMC will provide shuttle services on a continuous loop Monday through Friday from 7 a.m. - 5 p.m. The shuttle can accommodate 4 passengers at a time and will pick up from the Friedman Building entrance, PPW, and the bus loop. 

We also know that these solutions are temporary fixes. As our campus dramatically changes, we are taking a fresh look at our signage and approach to helping people navigate. We look forward to working with our Patient and Family Advisory Councils (PFAC) to get feedback on what would be most helpful in the long term. 

Congratulations to Dr. Melvin Blanchard! 

Dr. Melvin Blanchard, our Chair of Medicine, has been honored with the prestigious title of Master of the American College of Physicians (MACP) by the ACP Board of Regents. This accolade is among the highest recognitions in the field of Internal Medicine, granted to individuals who have demonstrated remarkable accomplishments in practice, leadership, research, and other medical-related pursuits. It celebrates those who have made significant contributions to the science and art of medicine through their integrity, positions of honor, and positive impact on their communities. 

Please join me in congratulating Dr. Blanchard on this honor! 

Celebrating Our Teams 

October 23-29 is National Respiratory Care Week. A simple 'thank you' will never be enough for the life-changing and lifesaving work our respiratory therapists do every day at GBMC. Please take a moment to thank our fabulous respiratory team for their dedication! In addition, we are observing National Health Care Facilities and Engineering Week. Though I’m always grateful to our facilities team and engineering professionals across the health system for their central role in ensuring a safe and efficient environment for all patients, residents, visitors, and staff of the GBMC HealthCare system, I’m especially thankful for all they have accomplished (and have yet to accomplish) through our Promise Project. It is also Pastoral & Spiritual Care Week. Thank you to our Spiritual Support team, led by Reverend Saundra “Sandy” Rector, M.Div., BCC, CCISM, for their hard work and dedication to meeting the spiritual needs of our patients and staff. Our Spiritual Support team is always there to provide compassion and comfort to staff, patients and their families. 

Filipino American History Month 

On Tuesday, October 24, we celebrated Filipino American History Month, complete with incredible food, Pandanggo sa llaw and Bulaklakan dance, language education, and a panel interview with our own staff of Filipino heritage. Thanks once again to the Diversity, Equity and Inclusion planning committee and all staff who were involved in planning this very entertaining and educational event! 

Honoring Baltimore City’s Fallen Firefighters 

Last week, a large rowhome fire in northwest Baltimore tragically resulted in the deaths of two courageous firefighters, EMT/firefighter Rodney W. Pitts, III, and Baltimore fire Lt. Dillon Rinaldo.  

Our thoughts are with their loved ones, fellow first responders and the entire community as we collectively reflect, grieve, and celebrate their lives. 

GBMC HealthCare is grateful to our fire protection and emergency medical service partners for their integral and courageous roles in maintaining the public health and safety of our community. 

Top Docs, Again, and Our New Building Is Becoming a Reality!

I’m proud to once again have the privilege of congratulating our physicians who were named “Top Docs” by Baltimore magazine. This year, more than 50 members of GBMC’s medical staff across 45 specialties have been recognized because they understand the power of not only treating what’s bothering their patients but also treating them as people. Click here to view GBMC medical staff who were included on the list. 

In addition to our Top Docs news, it’s also been a milestone week for GBMC, as we unveiled the first finished spaces within the Promise Project’s Louis and Phyllis Friedman Building! On Monday, we opened the doors of our wonderful gift shop – better known as The Corner Shop - in its new location. And on Tuesday, we introduced our brand-new Outpatient and Retail Pharmacy. Kudos to our Promise Project team, led by Russ Sadler, MS, MBA, Senior Director of Planning Design, and Energy Management, and to all those who played a part in these major accomplishments. 

The Corner Shop 

Congratulations to Patty Leaverton, gift shop manager, and her dedicated team of staff and
volunteers, on the opening of their beautiful and bright new shop! There is now more space, an expanded inventory, new greeting card lines, and even a dressing room to try on clothing before purchasing. There are really too many new features to list, so I hope you’ll stop in to see for yourself.  

For many years, Patty has been known for keeping The Corner Shop stocked with an impressive array of merchandise to cater to our patients, visitors, and staff alike. Whether you’re looking for flowers or a unique gift to brighten a loved one’s day, purchasing toiletries, or in need of a sweet treat, you can find it in this shop. I should know – I bought my favorite candy in the new location for the first time this week! 

To add to the vibrant new environment, the team that staffs the shop are second to none. I’m always in awe of their commitment to customer service, whether it’s through Patty compassionately guiding a caller to the perfect gift for a hospital patient or a helpful staff member providing complimentary gift wrapping after a purchase. 

Operating hours are 9 a.m. - 7 p.m. Monday through Friday and noon - 4 p.m. Saturday and Sunday. On Saturday, November 4 only, we’ll open a little earlier than usual at 10 a.m.  

The Outpatient and Retail Pharmacy 

GBMC’s new Outpatient and Retail Pharmacy is officially open in the Friedman Building and will operate Monday through Friday from 8 a.m. – 5 p.m. We are thrilled to finally have our very own retail pharmacy in addition to our specialty pharmacy services. It’s a great convenience to patients as well as staff to have this option right on the main hospital campus. I hope you’ll stop by to see all the Pharmacy has to offer. 

In addition to over-the-counter and prescription medications, the new Pharmacy provides: 

• Medication management support 
• Medication delivery to patient rooms upon discharge 
• Access to specialty medications 
• Financial advocacy to help with out-of-pocket costs 

I’m grateful to Yuliya Klopouh, PharmD, Executive Director of Pharmacy Services, and her entire team for all the work they have done in planning the endeavor. Although it’s important to always appreciate our pharmacists and pharmacy technicians for ensuring safe and effective medication use, it seems doubly fitting to honor them today as we celebrate National Pharmacy Week in addition to the introduction of our new Pharmacy. Thank you to our pharmacy team for all you do! 

Raising Awareness and Thanking our Teams 

October 15-21 is International Infection Prevention Week, and it’s a great time for all of us to reflect on the importance of preventing the spread of germs. Of course, in healthcare, we are always keenly aware of infection prevention and its key role in patient safety. I’d like to take a moment to thank our team of infection preventionists for ensuring that we always keep infection prevention top of mind to keep our patients (and staff) safe. 

Physician Assistant Week was October 6-12, and I'd like to recognize our PAs for their important roles on our healthcare teams across the system. We are so thankful for their dedication to providing the best care and enhancing patient experience. In addition, Medical Assistants Recognition Week is October 16-20. Thank you to all our medical assistants whose patient care skills, versatility, adaptability, and compassion ensure top-notch, efficient care. 

We’re Almost There: An Update on Our New Building

We’re quickly approaching the 1-month countdown of welcoming our first patients into the Promise Project’s Louis and Phyllis Friedman Building. I recently talked about ways our operational readiness team was preparing for the actual move of inpatients on November 14. On October 11, that team performed a mock drill to test how long it would take to move a patient from the old unit to the new unit in the Friedman Building (which took approximately 5 minutes, in case you’re curious). In addition to timing tasks such as transporting the patient, they practiced other duties of patient care, from orienting patients to their rooms to taking them to the physical/occupational therapy alcove on the unit. 

Teams and staff members who will work in the new space have begun their training and orientation, becoming acquainted with all the new state-of-the-art equipment and the location of important items within the rooms and throughout the unit. The education team has gone the extra mile to make this orientation interesting and interactive, with activities such as team scavenger hunts that allow staff to walk the floor while discovering key features. We have also started educating our leaders so they can become more familiar with all the new building has to offer. 

Additionally, I’m thrilled that next week we will open our very first spaces within the Friedman Building to the public!  

• The Corner Shop will open in its new location on Monday, October 16, with operating hours of 9 a.m. - 7 p.m. Monday through Friday and noon - 4 p.m. Saturday* and Sunday. *Note that hours for Saturday, November 4 are different than usual: 10 a.m. - 4 p.m. 
• The Retail Pharmacy will open on Tuesday, October 17. It will be open 8 a.m. - 5 p.m. Monday through Friday. 

Stay tuned next week, when I’ll share more details about The Corner Shop and Retail Pharmacy. 

Hispanic Heritage Month 

On October 5, we celebrated Hispanic Heritage Month with an interactive event that featured delicious food, a cooking demonstration, dance instruction, and storytelling. Thank you to everyone who supported this memorable event, especially the Diversity, Equity, and Inclusion planning committee led by Lisa Walker, Chief Diversity and Learning Officer, and Angela Wu, Diversity Equity and Inclusion Manager! 

Thanking Our Staff 

October is full of healthcare worker observance weeks, and I always appreciate the opportunity to recognize our incredible teams. Emergency Nurses Week is from October 8-14. I’m thankful for our Emergency Nurses for their year-round dedication to taking care of our patients in their time of critical need. Sterile Processing Professionals Week is also being observed this week. Our Central Sterile Processing (CSP) department processes instruments for over 40 departments across the hospital and Health Partners practices, and I'm grateful for their integral contributions to safe patient care. In recognition of National Case Management Week, I’d like to thank our Care Management team, consisting of care coordinators, social workers and nurse case managers who support our patients throughout the entire GBMC HealthCare system. 

Grieving for Israel 

Our hearts go out to Israel and all the innocent civilians physically impacted by tragic events happening in the Middle East. Our thoughts are especially with members of our GBMC HealthCare community who are connected to Israel in any way – through family, friends, loved ones, acquaintances or by heritage. We recognize that, for many, these acts of terror are painful reminders of prejudice, mistreatment, and inhumanity that has lasted for generations for Jewish people. To all who are hurting during these uncertain times, please know you have our support. 

Our Commitment to Equitable Care

I recently had the opportunity to participate in our annual Diversity, Equity, and Inclusion (DEI) Summit, where members across our health system came together to learn about our DEI efforts, share successes, and review our goals moving forward. 

I’m proud of the work all our GBMC HealthCare teams have been doing to prioritize health equity and ensure we have a diverse, equitable, and inclusive workforce that is reflective of the communities we serve. 

Today, I would like to highlight two of our initiatives that are focused on our commitment to health equity. 

Maternal Newborn Health 

Racial disparities in maternal health are a nationwide concern, with studies revealing higher pregnancy-related mortality rates among black women compared to white women. I’m proud of our Maternal Newborn Health (MNH) team for taking proactive steps to address these disparities and attaching an equity component to every quality improvement initiative they undertake. 

At the core of their work is patient data, which they are analyzing to identify and reduce health disparities. In fiscal year 2023, they participated in a statewide collaborative focused on timely treatment of severe hypertension across races and also investigated our data on maternal morbidity. MNH is grateful to have engaged with a grant-funded collaborative called MDMOM to receive education, review cases of morbidity, and work on equity. Our MNH nurses and providers have completed an implicit bias module and received education on reducing bias in the care of patients with substance use disorder. MNH is also providing free BP cuffs through MDMOM to patients in need as part of the hypertension collaborative. 

Additionally, GBMC is participating in the Maryland Hospital Association Birth Outcomes Accountability Workgroup, which is providing implicit bias education to staff and providers who may care for pregnant and postpartum patients in the Emergency Department. 

This fiscal year, our goals are expanding to include identifying and decreasing C-section and postpartum hemorrhage rates. We look forward to learning ways we can improve patient experience through our new MNH Patient Family Advisory Council. As we look further into the future, the team hopes to tackle ways to improve health prior to pregnancy and/or during the prenatal period, well before they see us in Labor and Delivery. 

Thank you to the entire MNH department for following protocols that ensure equity and especially to Jodie Bell, MSN, RN, IBCLC, Assistant Director, for leading this important work. 

Managing Diabetes  

For several years, our GBMC Health Partners patient-centered medical homes throughout Baltimore and Harford counties have provided advanced primary care services focused on building relationships, managing chronic conditions, and keeping patients healthy and out of the hospital. More recently, we opened GBMC Health Partners Jonestown to make our advanced primary care services accessible to underserved populations in Baltimore City. 

One of our aims since opening the practice was to reduce the percentage of our Jonestown patients with uncontrolled diabetes. That is, we want to make sure all our patients with diabetes have an A1C level lower than 9%. We do this work by committing to being accountable with our patients. Members of our team partner with patients, checking in between visits to make sure they have the insulin they need and that they are checking their glucose levels as prescribed. I’m thrilled to share that our percentage of patients with uncontrolled diabetes is almost half of what it was when we started! We’re going to continue working with our patients to improve this even more and are fortunate to have this opportunity to help improve the overall health of the community. 

Thank you to Gregory Small, MD, Medical Director of GBMC Health Partners - Primary Care, and Ericka Easley, Primary Care Service Line Administrator, for their leadership in expanding our advanced primary care services from the counties to communities in Baltimore City that didn’t have this level of access to care previously.

Our Thoughts Are with Morgan State 

We were devastated to hear about the violence that took place at Morgan State University earlier this week. Please know we stand with Morgan State as they grieve this upsetting and serious incident, and we recognize many of our employees, their family members and our patients are a part of this preeminent, longstanding institution in our community. For those within our workforce family who may be struggling following this incident, please remember we have resources to support you through our Employee Assistance Program, CARES program, and Spiritual Support Services. You can learn how to access these resources through your work email account and on the Infoweb. Gun violence is a public health issue, and we need understanding and unity so this does not continue to happen to our communities. 

Recognizing Our Teams 

This month is filled with many observances honoring specialties within healthcare, and I want to take a moment to thank several groups. October is Physical Therapy Month, and I’d like to thank the physical therapy teams that work hard to improve the lives of our patients. Thank you to our partners from Active Life Physical Therapy for being there for our community. Additionally, October 1-7 is National Health Care Supply Chain Week. Please join me in recognizing the important role our healthcare supply chain professionals play in patient care and the innovative ways they support GBMC patients and staff. October 5 was Vascular Access Specialty (VAS) Day, and I want to recognize our VAS team for the exceptional vascular access insertion, care, and maintenance with the intention of improved outcomes, enhanced safety, and improved patient satisfaction. 

And, finally, once again, LET’S GO O’s!! 

Celebrating Great Saves

High reliability organizations are constantly evaluating and designing systems that enhance patient safety. Simply put, they want to make sure that what should happen…happens and what shouldn’t happen…doesn’t happen. We always encourage staff to report when things go wrong or even when they could have gone wrong so that we can analyze the incident, identify errors, and prevent harm down the line. Embracing this culture of safety brings us closer to our vision of providing all patients with the care that we would want for our own loved ones. 

We like to celebrate when we hear real stories of how staff within our system have used behaviors and systems associated with high reliability to prevent harm. I’d like to share one of these stories with you today. 

You may know that in the U.S., heart disease is the leading cause of death for men and women. Heart disease can lead to myocardial infarction (also known as a heart attack). Knowing the prevalence of heart disease and dire implications of heart attack, we must always take potential heart attack symptoms seriously.  

The GBMC Health Partners Communications Access Team received a call from a patient complaining of severe and worsening chest pain, shortness of breath, and arm numbness. Landri Hardiek, a Patient Services Assistant, recognized the severity of the symptoms as outlined in the GBMC Health Partners Policy for Patient Access and Scheduling. She immediately contacted the patient’s primary care office and transferred the call. She also sent a secure message to the patient’s primary care provider through our electronic health record system.  

Patient Services Assistant Linda Kirby assumed the call and kept the patient on the phone while the practice called 911. In the meantime, Landri notified the patient’s sister as requested. The patient was transported by EMS to a local hospital, was diagnosed with a myocardial infarction, and underwent a cardiac catheterization for a stent placement. Thanks to Landri’s attention to detail, adherence to the policy, clear communication with her team, and effective handoff, this patient received timely and lifesaving cardiac care. Thank you to Landri and Linda (and all others involved) for this great save! 

I am grateful to all our employees for reporting errors, as well as great saves, to help us make improvements that keep our patients safe! 

As a quick side note: I know I always tout the importance of advanced primary care and being good stewards of emergency department (ED) resources. That is, not using the ED for basic primary care or sick visits. However, if you ever experience symptoms of a heart attack, stroke, or other medical emergency (chest pain or discomfort, feeling weak or lightheaded, short of breath, etc.), please don’t hesitate to call 911. Calling 911 will ensure you get the fastest intervention possible. 

And lastly, congratulations to the Baltimore Orioles for clinching the AL East! Let's go O's!

A Re-Imagined Space for GBMC Health Partners Owings Mills

On September 12, we held a ribbon cutting to commemorate the naming of the Sandra R. Berman Medical Office Building in Owings Mills, home to one of our GBMC Health Partners advanced primary care practices. Advanced primary care is a fundamental building block of the GBMC HealthCare System, and we are grateful that longtime supporters Sandra and Malcolm Berman understand the true difference we can make in people’s long-term health with this type of accountable primary care. 

Owings Mills facility; photo credit: CRGA Design

Their generous donation has allowed us to remodel our Owings Mills practice to more closely mirror our Family Care Associates practice, located in Physicians Pavilion North on GBMC’s main campus. The innovative design of these practices allows for a more patient-centered experience that is also more streamlined and efficient for the providers. 

For those who regularly read this blog, you’ll remember that with advanced primary care, we don’t focus on the number of visits; rather, we focus on building our relationships between patients and providers. Our goal with this renovation (and our primary care philosophy overall) is to make it as easy as possible to access this coordinated care, with weekend, holiday, and extended hours, on-site blood drawing, and 24/7 access to an online patient portal for prescription refills, test results, appointment requests, and more. 

I’m excited that we now have the updated amenities to care for patients even better and support our talented Owings Mills team of six family medicine physicians and a nurse practitioner. They are all steadfastly focused on preventive care and managing acute and chronic illness to avoid unnecessary emergency department visits and hospitalizations.  

Thank you again to Sandy and Malcolm for helping to ensure that we can continue to provide innovative, personalized, and attentive care to the Owings Mills community and beyond. I’d also like to thank Elie Miller, MD, family medicine physician with GBMC Health Partners, for his work in championing this improvement for our patients and care team. I'm also grateful for the work of Kevin Ferentz, MD, Chair of the Department of Family Medicine, and Nihkolle McGirt, Senior Ambulatory Practice Manager, and the entire team.  

If you’d like to become a GBMC Health Partners at Owings Mills patient or learn more, please click here. 

Honoring a Dedicated Physician 

It is with sadness that I share the news that Dr. Frank Sanzaro passed away on September 19. More than 40 years ago, Dr. Sanzaro started his own private medical practice, which later became GBMC at Hunt Manor. He was well-loved by his patients. His dedication and expertise as a family medicine physician was critical to the patient-centered medical home model that we developed in the various advanced primary care practices across our health system. We are grateful for his service to GBMC HealthCare, and our thoughts are with his family, friends, and loved ones during this time. 

Clinical Documentation Improvement (CDI) Week 

Please join me in recognizing our CDI professionals for their continued accomplishments of service by celebrating CDI Week, September 18 – 22. GBMC’s CDI Specialists ensure the medical record reflects a clear, accurate, and complete picture of the resources utilized for the care received and the complexity of the condition of the patient. 

Surgical Technologists Week 

September 17-23 is Surgical Technologists Week! Thank you to our surgical technologists for their hard work and for making the operating room efficient while ensuring patient safety. 

Thank You for Your Patience with Parking

One thing that has been weighing on my mind lately is parking on our main hospital campus. In August, we made the difficult decision to close our oldest garage, Daffodil – located by Physicians Pavilion West (PPW) – for critical maintenance. This closure has resulted in parking challenges and traffic backups on campus. I recognize the extra stress this creates as people try to get to appointments or visit loved ones. I am truly sorry to all who have experienced an inconvenience with parking during their visit. 

We look forward to the opening of our new garage at the base of the Promise Project’s Sandra R. Berman Pavilion in November, as this will significantly improve the situation. However, in the meantime, we know we need solutions to alleviate the problem and improve the experience for all who visit us. 

Our Security, Parking, and Emergency Preparedness teams are working closely to monitor issues and implement real-time solutions that ensure patients have parking as close to their appointments as possible and alleviate traffic congestion on campus. 

We have taken a number of actions, including: 

• Relocating employees who park in Iris garage (by Physicians Pavilion East) to Tulip garage (by Physicians Pavilion North) or Farmhouse Hill. This makes more convenient parking spaces available to our patients. 
• Increasing the number of valets available at Physicians Pavilion West and the Sherwood Loop to accommodate  additional needs 
• Stationing security on the first floor of Iris garage to assist with directing the flow of traffic 
• Automatically dispensing tickets upon entering Iris; this process is faster than pushing the button to generate and pull a ticket 
• Better coordinating large deliveries that could block traffic flow 
• Improving outdoor campus signage to make parking options clearer 

I am so appreciative of your understanding and support as we navigate this challenge. If you have an appointment in Physicians Pavilion West, please remember the option of valet parking, and thank you to everyone for allowing extra time for parking when arriving for appointments, regardless of where they are on campus. I’m grateful for your patience. 

Thank You to our Environmental Services Team! 
September 10-16 is Environmental Services (EVS) & Housekeeping Week, and I'd like to take a moment to acknowledge the valuable contributions made by our EVS personnel. They play a pivotal role in the broader healthcare delivery process, investing countless hours in maintaining the cleanliness of our facilities and in helping prevent infections. While cleanliness is a shared responsibility at GBMC, our EVS staff are the true experts who work tirelessly to ensure the job is carried out effectively. Please join me in recognizing and thanking our exceptional EVS team! 

National Neonatal Nurses Week 
This week also marks National Neonatal Nurses Week. We are proud to have a 22-bed Level III NICU, providing complex and compassionate medical and general pediatric surgical care for about 400 babies annually that are born too small, too sick or too soon. The contributions of our neonatal nursing professionals make a difference that lasts a lifetime for neonates and their families. We are thankful for their compassion and skill in caring for our tiniest patients. 

Employee and Volunteer Appreciation BBQ 
Wednesday, we held our annual Employee and Volunteer Appreciation BBQ, complete with great food and fun. It is an event I truly look forward to as it gives us an opportunity to thank staff and volunteers for their dedicated service year-round. We had beautiful weather, and it was rewarding to spend time with team members across the organization. I want to thank Richelle Tighe, Executive Assistant, and Alissa Smith, Community Relations and Events Specialist, for their leadership and attention to detail in putting this great event together.

Understanding the Treatment Plan

A hospital stay can be an overwhelming experience, not only for patients but also for their loved ones. It's a time when clear communication and understanding are very important. Because of the complexity of healthcare and medicine, though, it is common to have challenges around communication. One way that organizations measure the effectiveness of their communication is through their Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey scores.  

Today, I am highlighting an initiative that involved excellent collaboration between residents and nurses on Unit 36, whose scores around physician communication revealed opportunities for improvement. Tristan Flack, DO, Medical Director – Unit 36, and Theresa Dupski, MSN, RN, Nurse Manager – Unit 36, worked together to explore the key drivers impacting the scores. As part of this research, the unit began conducting its own bedside surveys with patients and realized that staff members could make a real difference by focusing on the question, "Do you understand your treatment plan?"  

Hospital inpatients are given so much information to comprehend on a daily basis. They are in an unfamiliar environment dealing with a stressful health situation and being given tons of complicated medical information to digest on top of it.  

Dr. Flack and Theresa studied the literature to learn what other organizations have done to help patients better understand their treatment plans. The studies showed the most effective tool was a visual aid for patients to refer to as frequently as needed. Equipped with this knowledge, the unit decided to develop a communication card designed to provide structure to the way care teams convey treatment plans to patients. 

This 3-inch by 5-inch card is completed daily during rounds and breaks down complex medical information into four concise sections: 

• What you’re being treated for: This section explains the diagnosis in easy-to-understand terms, rather than standard medical jargon. 
• When the team expects you to be discharged: Although it isn’t always possible to say for sure when a patient will be ready for discharge, we can typically provide an estimated range of time so that patients get a sense for how long they are likely to be in the hospital 
• What your discharge is dependent upon: This section covers what is keeping the patient in the hospital or what needs to happen in order for a patient to be ready for discharge. 
• The plan for today: This section includes check boxes for common needs, such as consultations, imaging, lab work, physical or occupational therapy, as well as a fill-in-the-blank option that can be customized.

It takes only a minute or so to discuss the information with the patient and is a valuable reference point for patients and their loved ones, who also appreciate reading the card for quick updates when they stop in to visit.

I’m proud of the collaboration between the nursing and resident teams that breathed life into the project as well as the way they have engaged patients to develop this solution. Under Dr. Flack and Theresa’s leadership, nurses and residents felt empowered to share suggestions for modifications that would make the cards more effective. The residents have really embraced this tool and made it a part of their practice.  

While we will have to wait to see any official impact on HCAHPS results, initial feedback from patients and their families has been overwhelmingly positive. We have gathered immediate metrics through patient surveys at the bedside, which suggest that patients feel more informed about their treatment plans.

Most importantly, it's not just about HCAHPS scores; it's about making a real impact on the lives of our patients and their families. Thank you to Unit 36 for all of your hard work and for reminding us that seemingly small changes can yield significant results in patient experience! 

Warmly Greeting and Thanking Our Anesthesia Team

GBMC has always had a very strong medical staff, comprised of a mix of private practicing and employed physicians and advanced practitioners. We are thankful for all our providers. Over the years, we have needed to employ more of our staff, as the economics of delivering care have changed.   

Today, I’m excited to talk about the latest specialty we have added to our group of employed providers: Anesthesiology. Often in healthcare, anesthesia services are contracted out, meaning a hospital works with another company to meet the anesthesia staffing needs of its operating rooms and procedural areas. GBMC had difficulty with staffing our operating rooms last summer and we decided to move to an employed model.  

Canceling or delaying surgeries has many negative impacts for patients, providers, and the healthcare system as a whole. If it were our loved one, we would want them to be able to get their surgery as planned, as soon as possible. We want the surgeons who use our facilities to rest assured that our staffing is adequate so that their cases continue according to plan. And our healthcare system relies on our surgical services running smoothly to thrive and continue caring for the community. 

We needed to build a new group, starting with about 10 anesthesiologists and nurse anesthetists who were already working at GBMC and who wanted to continue to become employees. Under the guidance of our Chief Medical Officer, Dr. John Flowers, we worked with a consultant whose expertise was in   anesthesia start-up. We appointed Sanjay Trivedi, MD, as our interim Chair of Anesthesia. Dr. Trivedi worked closely with Meghan Chan, Senior Director of Surgical Services, to bring in temporary help through a locum tenens company and then hired new permanent providers. We are pleased to now have more than 40 employed anesthesiology physicians and CRNAs (Certified Registered Nurse Anesthetists). And, as of September 1, we will no longer need to use contracted anesthesia providers to fill in any gaps within the schedule! 

As I reflect on the undertaking, this is a change that has truly touched all four of the aims that guide us at GBMC HealthCare:  

• Better health: We can reliably continue providing surgical services with a focus on safety and positive outcomes. 
• Better care: We can consistently provide surgical services in a timely manner, canceling fewer surgeries, leading to a better experience for patients. 
• Least waste: By eliminating high-cost contract labor and decreasing the number of canceled surgeries, we reduce financial risk to the health system (and reduce downstream cost to the consumer). 
• More joy: Those who provide the care are more satisfied knowing that staffing needs are being met and that they have the resources to do their jobs. Our anesthesia group’s morale is high, and they feel a sense of inclusion within the health system. 

Many people have helped us get back to having an exceptional Anesthesia team but in particular, I need to thank Dr. John Flowers; Dr. Sanjay Trivedi; Meghan Chan; Ken Griffith, lead nurse anesthetist; Dr. Joel Turner, Chair of Surgery; and all the anesthesia providers who have contributed to this successful transition!

Happy Women in Medicine Month!
September is Women in Medicine Month! I am grateful to the many talented women physicians, residents, and medical students, who are working to make healthcare more equitable! Please join me in honoring them during Women in Medicine Month. Be sure to follow GBMC's social media channels as we recognize our women physicians throughout September.

When Nonclinical Details Impact the Healthcare Experience

I was struck by a thank you note I recently received from a grateful family member of a patient who visited our Emergency Department. It caught my attention because it was not focused solely on the clinical care provided by our team, but instead also highlighted the way in which a team member went beyond their role and responsibility to help them with a non-medical issue after discharge. 

This particular person came to the Emergency Department (ED) to support their loved one. During this time, the grateful family member wrote that they appreciated the care and attention of ED nurse Shannon H., RN, noting her understanding, sympathy, and guidance. Fortunately, everything checked out fine with the patient, who was discharged at about 1:30 in the morning.  

The writer of the thank you note was understandably very tired by that time, and as he was paying for parking did not realize the pay machine was turned off when he inserted his credit card. The machine took the card but did not return it. When he went back into the ED for help, Shannon quickly came to his aid to troubleshoot the situation. Knowing he was tired, she instructed him to go home and assured him that she would stay after her shift ended so she could personally talk to the pay booth operator, and he could get his card back as soon as possible. She kept her word, staying on campus after her shift to help coordinate the safe return of his card and alleviating the stress of him having to cancel his card and request a new one. 

This behavior models our vision because it is the exact type of consideration we would want for our loved ones! This story is a reminder of the stress involved in healthcare – both for the person who is sick and the person who is there to support. They shoulder many worries, are juggling complicated information, and navigating unfamiliar places. I noted a similar sentiment in my recent blog about navigating our campus, but I believe it is so important to remember that sometimes it’s the nonclinical details – the little things we take off someone’s plate – that can make a lasting impression.  

Shannon's example was exceptional in that a nurse stayed after clocking out of her shift to help in a capacity outside of her job function. But there are a multitude of meaningful actions we can all take to make a difference, whether it means walking a patient or visitor to their destination, having a kind conversation in the hallway, or connecting someone to a resource they didn’t know about. 

What are some nonclinical actions that you think make the biggest difference in the healthcare experience? 

Thanking Our Promise Project Workers 

A DPR Construction worker appreciation event was held on August 25 to thank our construction workers and to commemorate the topping out of the concrete structure of the Promise Project’s Sandra R. Berman Pavilion (future home of our Sandra & Malcolm Berman Cancer Institute). 

During the event, we showed our appreciation for all those currently working onsite for both the Sandra R. Berman Pavilion and Louis and Phyllis Friedman Building projects. I’m so thankful to all the onsite personnel who have gotten us to this point through their hard work and commitment over the past two years. It’s been incredible to see the progress, and we couldn’t have done it without these dedicated individuals!  

Planning the Finishing Touches

We are now fewer than 30 days away from finishing construction on the Promise Project’s Louis and Phyllis Friedman Building! This project is the epitome of thoughtful planning and attention to detail. Before we even broke ground on construction in September 2021, cross-functional teams of staff as well as architects were carefully considering how to design the new facilities to best meet the needs of patients, their loved ones, and staff alike.

Now, operational readiness teams, led by Rebecca Stover, MSN, RN, PMP, Director of Project Management at GBMC HealthCare, are shifting focus from building design to the minutiae of details involved in running the building, with the goal of smooth transitions for patients and staff. 

Discerning the various day-to-day needs and most efficient processes necessary to operate two brand new state-of-the-art medicine/telemetry units is no small feat.

The team is exploring and answering numerous questions, including:

• What are our overall staffing needs?
• What quantities of supplies will need to be stocked on the new units?
• How long does it take our environmental services team to clean one room on the new unit? Remember, the rooms are twice the size of those on the previous units and include new features and equipment to learn.
• What are the fastest and safest routes from the units to other key areas of the hospital, like the ICU, in the event of emergencies?

In addition, a very detailed plan related to move-in day on November 14 is underway. This effort is being led by Cate O’Connor-Devlin, MSN, RN, Director of Emergency Preparedness, Safety, and Security, who is collaborating with a cross-functional team of administrative coordinators, nurses, transporters, greeters, and the Incident Command Center. 

This team is using past experience with smaller-scale unit relocations to make decisions and anticipate challenges. They are thinking through the best way to batch patients for transfers, how to prepare for transport based on the complexity of each patient, how long it will take to move a patient from the old unit to the new unit, how to best communicate with patients and families throughout the move, how to support staff and patients as needed throughout the process and troubleshoot issues from simple to complex.

It is exciting to know that the building is almost finished, and I'm also thrilled to share that we are now under 100 days until we welcome our first patients into the building. Stay tuned for more updates as we continue through the process and save the date for the Louis and Phyllis Friedman Building’s Community Grand Opening Celebration on Saturday, November 4 from 10 a.m. - 1 p.m. in the new GBMC Atrium! Bring the whole family and celebrate with tours, food, fun, games, and prizes!

Supporting Our Employees through Higher Education and Professional Development

Our employees are the key to the GBMC difference. We are fortunate throughout the GBMC HealthCare system to have staff who are truly passionate about what they do and believe in our vision of providing the care we would want for our own loved ones. They are high performers who are dedicated to continuous learning. 

Because we value our workforce family, we are committed to supporting them with their professional goals and their pursuit of higher education in many ways. 

• Tuition Assistance (Prepayment or Reimbursement): Whether eligible employees are taking classes in-person, online, or hybrid, the Tuition Assistance Program provides financial assistance for career-related accredited academic programs. This can come in the form of prepaid tuition assistance (paid in advance of starting the class, greatly reducing the employee’s out-of-pocket costs) or tuition reimbursement after completion of a course. 
• Nursing Scholarship, Loan Repayment, and RN1 Last Semester Tuition Repayment: GBMC’s H. Norman and Jeanne Baetjer Center for Nursing Excellence Scholarship Fund offers tuition reimbursement and student loan repayment to support eligible nursing staff seeking higher education and professional development. 
• T. Rowe Price Family Education Fund: This funding supplements the tuition reimbursement benefit for eligible employees and can be used for expenses such as tuition, books, fees, and more. Applications for the 2024 fund are currently being accepted through midnight on September 1! Employees should check their email and the Infoweb for more guidelines and to learn how to apply. 
• GBMC University: These free courses are available to all health system staff, regardless of their role or responsibility, and allow employees to develop important skills for the workplace, view on-demand eLearnings, and access resources to assist with learning and development. Employees can browse GBMC University opportunities within NetLearning. 
• CORE Leadership Development Program through GBMC University: As part of this program, current and rising leaders complete courses alongside a cohort of colleagues to foster key leadership skills and build confidence. 

I encourage all employees to discuss continuing education opportunities with their local leaders and visit the Infoweb or PolicyStat to view the guidelines for the various programs.  

Join Our Family! If you are interested in becoming part of our workforce family, where you can also have access to these types of professional growth opportunities, please visit www.gbmc.org/careers.