Page 27 - COPR- January2018

Lorain Performance Report

EXECUTIVE SUMMARY

Amazing patient care staff with an accurate assessment on what has already
been done for the patient. The ED has since experienced a
Mercy Health — Lorain achieved outstanding performance 7% increase in EMS arrivals.
on the 2017 provider engagement survey. Survey results
showed 85% of employed providers and 71% of affiliated Patient story
providers gave a favorable rating, the highest in the
system. Mercy Health — Lorain showed improvement over In 2013, Matt Karlovec was diagnosed with encephalitis, an
2016 in almost every question. On one question in inflammation of the brain. The illness has left Matt with no
particular, “I am willing to put in a great deal of effort in use of his left arm and right leg, speech impairments and
order to help Mercy succeed,” Lorain providers gave a short-term memory loss.
favorable score of 97%, demonstrating their commitment For nearly five years, he has worked with the rehabilitation
to both the region and the overall ministry. Additionally, team at Mercy Regional Medical Center to improve his
Lorain had the highest participation rate in both employed quality of life. This team continued its support when Matt
(77%) and affiliated (38%) categories, averaging 48%. decided to ask his girlfriend, Cathleen Trovato, to marry
Operational excellence him. Over the last year and a half, Matt worked with his
therapy team to prepare for his proposal that he wanted
Mercy Health — Lorain has focused on improving its risk to make on one knee. Matt worked diligently with his
adjustment factor (RAF) capture rate among at-risk physical therapist practicing the proposal on one knee. His
Medicare HMO contracted patients. The RAF ensures occupational therapist used rubber washers so he could
Mercy Health accurately captures the complexity of its practice the dexterity needed to place the ring on
patients as those with certain diagnosis codes receive a Cathleen’s finger and his speech therapist worked with
score that reflects the patient’s disease burden. Chronic Matt to say “Will you marry me?”
conditions must be addressed at least once per year in On Dec. 19, following his therapy session, his hard work
order to clear the Hierarchical Condition Categories (HCC) paid off. Cathleen enthusiastically said yes, and the
Gap/RAF score. therapists were there to celebrate with the couple.

Training was provided to the staff and providers on RAF Clinician story
gaps and HCC capture. Individual weekly status reports
have been given to providers and updated patient lists to Mercy Health welcomes Manaf
assist with scheduling visits. As a result, Mercy Health — Zaizafoun, MD to the Mercy Health
Lorain has been able to see a 3% (478 patient records) Physicians team. Dr. Zaizafoun is
improvement in RAF capture from 2016 and a 3.9% (484 an experienced pulmonologist
patient visits) improvement in visits scheduled and with over 16 years of experience
completed. Lorain was one of two regions to reach the in internal medicine, critical care
target for both HCC Realized and Visits. and pulmonology.
Creating the future Dr. Zaizafoun brings new
endoscopy skills to Mercy Health, including ultrasound-
To work more collaboratively with the Emergency guided bronchoscopy, supporting our commitment to
Medical Services (EMS) staff, Mercy Health — Lorain offer advanced care, close to home. Additionally,
invited EMS Leadership to a roundtable meeting to his arrival enables Mercy Health to offer a new model of
discuss opportunities for improvement. When asked pulmonologist/intensivist coverage for its critical care unit,
“how Mercy Health can improve” and “what is important allowing full coverage for the unit, seven days per week.
to them,” the leaders responded that they wanted to be
listened to and treated professionally. He previously cared for patients at University Hospitals
Ahuja Medical Center, performed his residency at St.
Mercy Health — Lorain implemented the 60-second Vincent Charity Hospital in Cleveland, and completed his
promise. When an EMS squad arrives, the ED physicians fellowship at Texas A&M Health and Science Center
and staff pause and provide a minimum of 60 seconds for College of Medicine – Scott & White Memorial Hospital in
the squad to debrief staff on the patient. This not only Temple, Texas. Dr. Zaizafoun will practice in the Mercy
demonstrates professional courtesy, but also provides the
Health — Lorain Pulmonology and Gastroenterology office.
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