A MONTHLY NEWSLETTER CELEBRATING COMPASS ONE – HEALTHCARE JUNE 2015

COLLABORATING TO KEEP PACE WITH PATIENTS

Charleston Area Medical Center Food & Nutrition and Environmental Services Team Up as “The Implementers” PG 3

No Tray Left Un-Delivered...

CONNECTED

A WORD FROM BOBBY

Connected2

Dear ReadersIn my recent video blog, I shared our awesome Compass One-

Healthcare growth with you. We have truly realized more potential

as a combined team, growing four times as fast as our competitors.

Your response and excitement was phenomenal. Now, I am even more dedicated to leveraging our resources in ways that will help your client customer. Many of you already know that by getting personally involved, you get the best of both worlds with our bonus program. In this June issue of Connected, you can read about the Morrison Crothall Collaborative (MCC) and the resources we’ve created to coach you through the process. We also look at how South Ocean Med-ical Center’s client satisfaction in EVS and PT contributed to the big MCC win of their parent--Meridian Health System.

Our first Collaboration story winners, the Implementers at Charleston Area Medical Center, are featured in this issue. Read about how their focus on a process outside of their control led FANS and EVS to team up, bringing costs down.

In another key article, Morrison’s “creATE” initiative at Truman Medical Center in Kansas City truly shows the innovative spirit and commitment to community wellness of our FANS retail division.

I love the spirit with which our Florida Hospital team consistently serves our patient customers. In a special report, we get an insight into the culture that created a wonderful outpouring of care recognized by the system’s President and CEO, Lars Houmann.

As always, I am deeply touched by the stories of your achieve-ments and celebrations. Thank you for sharing them with us, and please know how proud I am of each of you. You wouldn’t believe how much your news bolsters all of us… and gives us the strength to do our very best.

Thank you, for your hard work and dedication—for the things you do when no one else is looking—the extra time you put in without hesitation—and your generosity of spirit. You are what makes our company great!

Best wishes,

Bobby Kutteh CEO Compass One - Healthcare

“ LET ME KNOW WHAT YOU THINK!” CLICK HERE TO SEND BOBBY A COMMENT.

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June 2015 3

Morrison foodservice employees at Charleston Area Medical Center (CAMC) Women and Children’s Hospital were delivering at least 5 trays a day to empty rooms.

A SyStem’S two-Hour DelAy: A CoStly ConSiDerAtion for fAnS

The patients had already been dis-charged but food & nutrition services had not yet been notified. They in-formed Sherry Luse, RD, LD, Morrison food and nutrition director at Women and Children’s, who learned that the electronic medical records system was set up to notify departments of patient discharges on a two-hour delay.

This was to ensure discharges weren’t prematurely processed, as occasionally a patient would be re-admitted. But this delay created a large number of undelivered trays—and employee frustration. In just under a two-week period in February 2015, there were 82 undeliverable trays.

morriSon AnD CrotHAll teAm up to Bring Down reSultS

Sherry knew that Crothall’s Environmen-tal Services (EVS) had patient rooms cleaned immediately upon patient discharges and wondered how they

were accomplishing this. She spoke with Jeremy Luse, the Crothall resident regional manager of EVS at CAMC, who told her about their bed tracking system. This is a program that notifies EVS immediately when a discharge order comes in, so they never have a delay in cleaning patients’ rooms after discharge.

The bed tracking system involved getting a simple pager that would notify food service as soon as a patient was discharged. The pager cost about $10 a month.

Morrison and Crothall collaborated to set up nutrition services on the same bed tracking system that EVS had successfully been using. In the next 15 days, the number of undeliverable trays dropped to only four.

“The employees are just happy as can be over this new process,” Sherry said. “They absolutely love it.” The cost savings were significant. Food costs alone were reduced by $4,768 annually, with a reduction in labor costs of $3,299 for a total cost savings of $8,067 per year. Not a bad return on investment for a $10 a month pager!

THE IMPLEMENTERS:CHARLESTON AREA MEDICAL CENTER WOMEN AND CHILDREN’S HOSPITAL

from L: Joe tucker (Client) , Cindy adkins (Director of eVS) Sherry Luse (Director of faNS) ann Musgrave (Patient Services Coordinator), & Jeremy Luse (rrM)

notification of patient discharge reduced previous 2-hour delay

Immediate

reduction in undeliverable trays

reduction in food and labor costs

95%

$8,000

RESULTS

MORRISON HEALTHCARE

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Be All You Can Be in Clinical Nutrition!

Morrison holds delivering

expertise as one of its values.

“Unleash Talent,” one of its cultural

beliefs, prepares us to do it

well in each area we serve—and

especially in Clinical Nutrition. How

far do we go with our expertise?

Are we limited to our place of

employment, our co-

workers, those we serve?

Healthcare dictates have been

setting the stage for some of our

people. According to Peggy

O’Neill, VP of Nutrition and

Wellness, “The same 10 percent

are using 80 percent of all health-

care dollars, and when readmission

rates are bad, the hospital gets

penalized.” So there has been a lot

of movement towards making sure

discharged patients go back home

equipped to lead healthier lives.

And here’s some examples of how

unleashed talent comes into play!

Catskill Regional Medical Center is hardly different from other healthcare facilities, but Morrison’s team, lead by Clinical Nutrition Manager Gretchen Hartman, took some time this past National Nutrition Month to promote eating right in their community. Chef Peter Newman provided interest-ing new foods from the Americas, some termed “exotic,” to staff and visitors. Demonstrations showed how easy it is to eat nutritionally, especially preparing the super-food of the month, fish. Of special note, this fairly new team has truly blossomed in implementing community wellness strategies!

Above: L – R: Clinical Nutrition Manager Gretchen Hartman, RD; Amanda Highhouse, RD; Executive Chef Peter

Newman; and Alyssa Kelly, RD

Delivering expertise seems to be what the team of registered dietitians at Yale New Haven Hospital is all about, where six were honored this past spring at the Connecticut Academy of Nutrition and Dietetics. Over and above their professional duties, four were elected to positions of leadership within the organization: Cheryl Robaczynski, CPI Chair; Kyle Lamprecht, Treasurer; Emily Pomykala, Secretary; and Ellen Liskov, President. Awards were given to Maggie Walsh as the Outstanding Dietetic Intern, and Rachel Drake as the Recognized Young Dietitian of the Year.

Above: L to R: Kyle Lamprecht, Ellen Liskov, Maggie Walsh, and Rachel Drake

Congratulations to all!

Thank you for, in the words of Gisele LeBlanc, Senior Director of Clinical Support, “showing us how

to be the best that you can be!”

CROTHALL HEALTHCARE

June 2015 5

Walt Disney once said, “The real trouble with the world is that too many people grow up.”

Meet Lilly, a recent patient at Florida Hospital, whose outlook on life and her steady smile against its challenges personify those words. You see, this 79-year-old youngster had a dream of someday visiting Disney World, a place that she had never been.

Lilly’s medical situation was serious enough that making even the 27 miles from the Orlando hospital to The Magic Kingdom was an imprac-tical possibility. Still, as Lilly told it, “When I look at the stars through my window, I think about Disney. That gives me hope.”

Enter Josee Larose, Ivonne Trado McClananhan and Traci Woods, team members from Crothall and Florida Hospital, who chose to apply another Walt Disney suggestion to, “Get a good idea and stay with it. Dog it, and work it until it is done right…”, rather than accept any talk of impossibilities.

Josee is a Patient Ambassador. In that role, she interacts with patients regularly, caring for their housekeep-ing needs and staying sensitive to cues on how she can improve her

patients’ experi-ences. As Lilly shared her Disney dream, Josee felt compelled to do more than ensure a clean and comfortable room. So, she developed an inspired “good idea” that would make all the difference … If Lily couldn’t go to Disney, then Disney would come to her.

Together with Ivonne, Crothall’s Training Manager, and Traci, the hospital’s Director of Patient and Family Experience, a recovery room like no other was prepared for Lilly’s return from her medical procedure.

When she awoke, Lilly was greeted with a flash of Magic Kingdom wonder. Disney World had seeming-ly become a “Neverland,” at least for Lilly. But that all changed in a moment, as the magic of the kingdom appeared before her eyes. Lilly was surrounded by caregivers transformed into Disney cast members, all in full Mickey-March chorus. Stuffed animals, animated books, posters and themed balloons camouflaged medical devices. And, in a moment befitting the crowning of a princess, an embroidered Mickey Mouse ears cap was placed

atop Lilly’s head – a dream fulfilled.

Though the team from Florida Hospital humbly insists that the care provided Lilly was simply an example of fulfilling their mission to provide the “highest quality, customer-fo-cused support services, “ in doing so, they also provide a great remind-er of what it means to “make a difference.”

“ When you wish upon a star

Makes no difference who you are

Anything your heart desires

Will come to you … “

– Jiminy Cricket

When YouWish UponA Star…

From L: Josee Larose and Ivonne Trado McClananhan

Contributed by Special Correspondent, George Levins

MORRISON HEALTHCARE

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Truman Medical Center (TMC) is situated in the heart of Kansas City, Missouri, the area itself largely devoid of healthy sustenance and badged as a food desert. Not surprisingly, given the local demo-graphics, the medical center has termed itself a “safety net hospital,” committed to providing care to those with limited or no access to health care due to their own circumstances. Wellness and healthful living being key to disease prevention, TMC decision makers felt it was time to bring “water” to their desert community, and so began a collaboration with their 15-year food partner, Morrison, to bring healthy change to the people.

A $2.1-million-dollar project was started, where the hospital’s active restaurant, a popular fast food chain, was closed down and totally renovated. In its place arose the CrEATe Kitchen, a cafe’ with fresh, trendy looks, hot food service, coolers, and places for merchan-dise. Not so unusual, except for the fact that the kitchen, usually hidden behind swinging doors, is out in front in plain view for all to see. “Our talent in the kitchen is our dietitians and our cooks,” explains Lynda Donegan, VP of Profession-al Health Services at the medical center. “We’re bringing our people from the back of the house to the front of the house, so their efforts

crEATeKitchenBUILDING A CULINARY OASIS IN A FOOD DESERT

According to the USDA, “food deserts” are defined as “urban neighborhoods and rural towns without

ready access to fresh, healthy, and affordable food.” Upwards of 23 million Americans live in these areas,

and well over half are impoverished, and usually must settle for what foods are available within walking distance

of their homes.

Right: Ribbon cutting, TMC CEO Charlie Shields and Regional VP Scott Lewis

Below, from L: Clinical Nutrition Manager Colson, Chef Yusuf, management team surrounding TMC VP Professional Health Services Lynda Donegan and Lisa Roberson

June 2015 7

will be seen and patients will learn from these talents.” She also mentioned that patients are given healthy diets while in the hospital, and upon discharge, they’re expect-ed to continue eating healthfully, as part of their regimen to stay out of the hospital. “Getting people to eat healthy will help them to stay out of the doctor’s office,” agreed Director of Food and Nutrition Services Mike O’Neill, who pointed out that hospital staff, many of whom live within sight of the hospital and are part of the commu-nity fabric, are served by CrEATe.

What makes CrEATe Kitchen even more special is the Teaching Kitchen, “the first of its kind for Morrison,” relates Dawn Ropson, Regional Director of Operations. Wellness Wednesdays feature cooking classes presented by Clinical Nutrition Manager Jen-netta Colson and demonstrated by Chef Andre Yusuf. All dinners are designed to be quick-and-easy-no-excuses fare! At this time, classes

are open to hospital staff, who usually number twelve to sixteen attendees, with plans to widen availability to out-patients this fall. Hopes are high that a physician partnership will begin soon with the classes, adding a third leg to the team. Also, plans are in the works to make class videos available via the TMC website.

In the retail area, Manager Sandy Curran works hard to keep whole-some, local foods on hand, such as honey, granola, fresh breads, and hummus. “These food items are doing well!” Once a week, she hosts a farmer’s market, with hopes of increasing both its size and popularity, a further resource for the underserved population.

Just don’t miss two to four o’clock: smoothie happy hour!

COMPASS ONE

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As CEO Bobby Kutteh said in his recent Video Blog, we are leveraging Compass One-Healthcare big time. What did he mean? Successful managers are learning that Compass One is a powerful tool or resource for their client-customers, if we can help them discover the benefits.

And for our managers, the upside is multi-faceted:

• Secure Clients for Longer Term

• Solve More Challenges for Your Client

• Build a Deeper Relationship

• Build Career Opportunities for Others

• Put Compass Group Colleagues on Your Campus

• Increase Compass Group Revenue

• Earn Incentive for Expanding Compass Group Healthcare

On the MyCompass Intranet there are several tools that will help you identify problem areas for your customer and understand the simple position you need to adopt in order to help them.

Item number one on the “How-To” list is the Foundation for any great MCC relationship:

Make sure you are performing to the client’s satisfaction in your current service!

How Else Can CompassOne-Healthcare Help?MCC: MORRISON CROTHALL COLLABORATIVE

The recent MCC win of Meridian Healthcare is a perfect example of how this firm foundation not only cements a customer’s trust in our services, but also leads to adding-on other services. At Meridian’s Southern Ocean Medical Center in Manahawkin, NJ, the EVS/PT team, led by Director John Cranco, both individuals and departments provided invaluable service leading to multiple awards.

Last year, the team won the coveted Orion Award from Meridian

Health. This year, Patient Flow Coordinator Haley Ciocher was given a singular honor when the system

recognized her with a Galaxy

Award. A Galaxy Award is given to the employee who showed outstanding dedication to one of their hospital’s patients.

Most recently, EVS team member Gina Shahinian won the prize for a caring conversation in a “no pass zone”—a new HCAHPS initiative that

asks anyone passing a room with a call bell on to answer it and

help the patient with anything they can. In fact, John says, out of 40 instances of document-ed “Don’t stop by…but

try”s, 26 were performed by EVS team members.

This is a great value we provide our clients—and one

that will solidify our worth!

VISIT MYCOMPASS FOR MORE MCC TIPS

Above, from L: Robert Foran, Souther Ocean President Joe Coyle, Gina Shahinian, John Cranco

CROTHALL HEALTHCARE

June 2015 9

Amy West, SPCA Operations Manager

NATIONAL BIOMED WEEK CELEBRANTS WIN AAMI “BEST CELEBRATION” AWARD Nothing like throwing your own party! Where other recognition week honorees are wined and dined by those they serve, the Healthcare Technology Solutions team at Ann & Robert H. Lurie Children’s Hospital of Chicago decid-ed to celebrate their role within the institution this past “Healthcare Technology Management Week” by putting on a show. To kick things off, a rebranding of the former “Biomed” Depart-ment was announced, now called Healthcare Technology Management (HTM), complete with branded polo shirts for the staff. “It just makes sense,” explains Kelley Harris, Director of HTM at the hospital, “this department has evolved to do so much more,” adding that a Medical Device Integration Specialist is now on the team. Other celebrations of awareness included equipment demonstrations and display booths in the cafeteria, a “Taste of HTM”

food fest in the department’s shop, and the “Technetian” (think Venetian, as in boats)

Lights Parade, where tech carts were decorated and then paraded through some of the patient floors. These festivities were awarded “Best Celebration” by the Association for Advancement of Medical Instrumen-

tation, as announced by George Mills, Director of Department of Engineer-

ing for the Joint Commission!

CLS-MARYLAND MAKES HOMELESS PETS COMFORTABLE This past winter, Roy Daugherty, General Manager of our Belcamp, Maryland, Laun-dry Facility decided he’d try something different with some of his worn-out stock. Every year, 60,000 pounds of sheets and towels that have seen better days are given a final washing and steriliza-tion, then picked up by other com-mercial outfits for reuse or outright disposal. Acting on a pet-lover’s tip, he sent 3,000 pounds of retired material to the Delaware County SPCA, who gratefully accepted the donation. “Used sheets and towels are always on our wish-list,” states Justina Calgiano, Director of Public Relations at the SPCA, where the material is used in surgery and animal bedding. She pointed out that all SPCAs run a wish-list on their websites, where in-date food items like chicken broth, peanut butter, and hot-dogs top the list next to linens. Roy mentioned that, yes, it was a little extra work, but it was good for Crothall to reach out to the community, helpful for the non-profit, and the right thing to do. He’s looking forward to doing it again. Are there ways for your team to give back to your communities?

COMPASS ONE

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NURSE MAKES THINGS BETTER FOR NEW CO-WORKERJenna Virant is a Registered Nurse at United Hospital in St. Paul, Minnesota. My first week there, Jenna was the first nurse supervisor to be intro-duced to me, by one of my housekeeping staff, helping to smooth my transition. I appreciate collaborating with Jenna, who has a great work ethic and leadership skills, as we implement new processes such as non-verbal cues of clean, new admit introduction, and picture-perfect rooms; this contributes to a better patient experience.

– Nominated by Debbie Graves, Patient Experience Manager

POSITIVE RESULTS FROM POSITIVE ATTITUDE“I thank God every day because he has showed me my mission in life, and I truly believe that nursing is not only my profession, but my vocation.” The words of Alexandra Castillo-Carrion, who started her life in America as a nurse 20 years ago. Despite many obstacles, she chooses to put patients and other staff first, smilingly, always positively. CEO Bobby Kutteh recognized this outstanding nurse in his June video blog.

– Nominated by Jennifer Guzman, Manager of Patient Transport, Mount Sinai Beth Israel, New York, NY.

PT HEROS AT JERSEY SHORE

Patient Transporters Carl Nobles and Shaborn Council at Jersey Shore University Medical Center recently saved a patient’s life as he was being moved. Recognizing signs of imminent trouble, the two were able to call Rapid Response saving him from a deadly aneurysm. Hospital administration was called upon to thank both and Resident Regional Manager Chad Haraschak by the patient’s wife.

COMPASS ONE—GREEN Morrison Healthcare and Crothall Healthcare led the way for five sister sectors to join Practice Greenhealth, a strategic partnership of over 1300 organizations focused on sustainability. Both had a strong presence at this year’s CleanMed conference, including a booth representing our sectors and a brief presenta-tion on sustainability by Lisa Roberson, with guest speaker Josh Tetrick, of Hampton Creek. Our sponsorship of the event also included sectors Canteen, Foodbuy, and TouchPoint as well as Practice Greenhealth.

Jenna Virant and Debbie Graves

June 2015 11

PEDIATRIC SYMPOSIUM A FIRST FOR MORRISONMorrison Healthcare hosted its first Pediatric Symposium at Children’s National Medical Center this past May, in a response to dietitians who wanted to have more education on neonatal nutrition, childhood obesity, and malnutrition, to name a few of the many pediatric specialty topics. Peggy O’Neill, VP Nutrition and Wellness, provided opening remarks, while Chef Cary Neff, VP Corporate Culinary, demonstrated food choice and cooking tech-niques incorporating the Great Living Pediatrics Menu. The entire event was streamed live on the internet.

PRAISE FOR WORK WELL DONE

A Guardian Angel Awards Ceremony was held at Carroll Hospital Center this May honoring the EVS team, thanks to a happy customer’s donation. Dr. Sam Matz, resident, gave a foundation donation on the EVS Department’s behalf, feeling they were under appreciated and in need of recognition. The EVS team, headed up by Unit Director Eric Gompf, received the angel pins and the hospital’s praise at the ceremony.

A NEW BEGINNING WITH GENESISIn January 2015, Crothall Plant Operations and Maintenance (POM) experi-enced a true act of collaboration to get a brand new account ready for The Joint Com-mission. Crothall leaders worked with employees and hospital leadership new to Crothall, different service lines, other staff from assisting hospitals, as well as support from the corporate office. The new contract was for Genesis Medical Center (GMC), a five-hospital system, in the Davenport, Iowa, area. What did they do first? Under the leader-ship of Regional Manager Patrick Sloan, the Crothall team completed a gap analysis at the GMC DeWitt’s Hospital Campus then went into action and started working to assure that the “start-up” went according to plan. Director of Standards & Systems Vic Andreozzi performed a gap analysis on the documentation that proved the need for an immediate over-haul, according to Crothall expectations, such as the accreditation binders and a structured filing system. Victor and his team worked to acquire the necessary documentation and, reaching out to vendors as needed, filled in the missing paperwork. The team also worked to perform the functions of the life safety assess-ments and the CMMS-TO3 implementation. During this time, the Assistant Director of Plant Operations and Maintenance, Steve Lange, was thrust into the Director’s seat, where he did a great job running the clean-up efforts throughout the gap analysis. According to Resident Regional Manager Kelvin Simms “this was a true team effort.” Needless to say, the outcome of the survey, which occurred in May, was outstanding! In fact, the surveyors commended the team on the document review portion of the survey and a job well done.

From L: April Rascoe, Gisele LeBlanc, Peggy O’Neill, Penny Adams, Tara Snow, Jessica McGee

COMPASS ONE

SEND YOUR STORIES TO REBECCA.MONROE@COMPASS-USA.COM

$1,000 COLLABORATION STORY PRIZE - 2 MORE CHANCES! SEE YOUR WEEKLY (M)NTK(T) FOR MORE INFORMATION.

ACROSS

4 Magical hat that transformed Florida Hospital patient’s experience (3 words-pg 5)

5 Asks how else Compass One-Healthcare can help (pg 8)

6 Quick collaboration won this title (pg 3)7 Meal trays that were victim to a hospital EMR

system 2-hour delay (pg 3)9 Male member of marital team collaborating in

Kansas City (pg 3)10 Singular Southern Ocean MC honor for

outstanding dedication to patients (pg 8)12 Color our team at CleanMed is seeing (pg 10)13 Devoid of healthy sustenance (2 words-pg 6)16 Everyone in Compass One-Healthcare feels

like this when Communications are prioritized (pg 1)

18 CLS Maryland’s destination for imperfectly usable linens (pg 9)

19 What members of Lurie’s HTM team became in their Lights Parade (pg 9)

20 Vice President helping to equip discharged patients with tools to lead healthier lives (pg 4)

DOWN

1 Organization of 1300 companies that “see” green (2 words-pg 10)

2 crEATive hospital dubbed a “safety net” in Missouri (pg 6)

3 Morrison Crothall’s shared platform for vertical sales (last word only-pg 8)

8 Special correspondent on the effects of “Neverland.”

11 Performed a gap analysis for POM for new customer’s joint commission documentation (pg 11)

14 Dr. Sam Matz’s donation’s special gift to the EVS Department in recognition of their hard work (2 words-pg 11)

15 Healthcare system win proving client satisfaction in current service remains a key MCC consideration (pg 8)

17 Kansas City kitchen concept not created in seven days (pg 6)

1. Write circled letters here.2. Unscramble the circled letters to find the Morrison value

that means Professional Develoment at Crothall (2 words).

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ARE YOU CONNECTED?

Unscramble the circled letters to find the hidden clue. Email your answer to Rebecca.monroe@compass-usa.com to be placed in the Connected Crossword Sweepstakes. One lucky winner will get a $50 gift card!