Hot Off The Stretcher - Catskill Regional Medical Center service and positive patient experiences has been evidenced in a recent increase in letters and e-mails from satisfied patients

Hot Off The Stretcher

Advancing Patient Care for Our CommunityA newsletter for Catskill Regional Medical Center employees, physicians and volunteers.

www.crmcny.org September2011

Message From Our CEO

We have had a busy summer here at Catskill Regional Medical Center, and I would like to thank everyone for their hard work, professionalism and dedication during the past few months. Our continued focus on customer service and positive patient experiences has been evidenced in a recent increase in letters and e-mails from satisfied patients.These accolades can be seen on page 13. But, we have more challenges to address as we strive to provide excellent customer service, and we need to continue to focus on our service initiatives such as the GOLF customer service program. Essentially, if you look closely at our operations, CRMC is an Emergency Department with beds. Did you know that 80 percent of our admissions come through our Emergency Department? As a result, we need to be operationally ready around the clock, seven days a week to handle the ebb and flow of our Emergency Department. The same high standards we use during day shifts Monday through Friday need to be embraced during later shifts and weekends. We need to provide outstanding service to all patients and visitors 100 percent of the time. We need to dress appropriately and behave professionally at all times. You are empowered to make a difference! Let’s all work

Rosemary Frado,Interim CEO

Many people have asked why the Patient Access Department is called Patient Access instead of Registration, and according to Patty Zieres, Director of Patient Access, the answer is simple. “Patient Access is the first place the patient accesses at the hospital – the very beginning of the patient’s experience at CRMC. The department includes registration for many areas at the hospital, and strives to provide excellent service and to achieve patient satisfaction.”

Patient Access handles the registration process for the Emergency Department (ED), Ambulatory Surgery, inpatients and outpatients, and assists the other independent registration areas as needed. The department also handles preregistrations, ensuring that authorizations (approvals for treatment) are in place and obtaining approvals from insurance companies for all admissions when necessary. Furthermore, Patient Access provides representation and counsels patients for Medicaid eligibility and financial assistance.

The department is somewhat spread throughout CRMC. There is a registration area to the left of the main lobby, and a specific registration area in the ED. The registrar in the Lab area registers specimens brought in from physician offices and internal clinical units. Patient Access coordinates patient needs with many other departments, particularly the ED,

Radiology, the Lab and the Nursing Units. The Callicoon campus also has a registrar and provides many of the same services.

Most people don’t understand the magnitude of database information that registrars are required to know, such as diagnosis and charge codes, in order to perform their job correctly. There is a very large database to contend with, and the team relies on one another to know this

information and lend a hand when needed. Recalling the correct information and providing excellent customer service are the team’s core tenets, and they pride themselves on patient satisfaction.

Most importantly, the information collected by Patient Access affects the Billing Department and physicians. The initial data entry follows the patient throughout the treatment and billing processes. It is imperative that the information is correct for all departments involved in patient care. This process can be very complicated, and there are strict procedures in place to avoid HIPAA privacy issues.

The summer is often challenging. The rest of the year, the Patient Access team can somewhat expect when the day will be busy, but summer is completely unpredictable, especially in the ED. This creates the need for Patient Access to always be ready to handle the increased flow of patients.

Members of the Patient Access team

SPOTLIGHT ON Patient Access

Continued on page 2 Continued on page 2

Hot Off The Stretcher www.crmcny.org September2011

The Patient Access team is currently working with the ED staff and leadership to streamline the registration process and reduce wait times in an effort to improve patient satisfaction.

Patty Zieres has been with CRMC for more than 22 years, and has been Director of Patient Access since 2006. When Patty took over the department, her goal was to make it cohesive. The process was long, but rewarding. She now has a strong department of 20 that communicate and work well with each other. “The group is great and I am extremely proud of them,” said Patty. “We have a department that interacts well with each other, the patients and the other departments. The registrars rise to the challenge and work wonderfully together as a team.” For more information on Patient Access, contact Patty Zieres at ext. 2122.

SPOTLIGHT ON Patient Access Continued from page 1

together to achieve our common goal of improving the health of our community by providing exceptional patient care and service. Enjoy the rest of your summer!

Sincerely,

Rosemary Frado, Interim CEO

Continued from page 1Message From Our CEO

What was your first job out of school?My first nursing job was at Christ Hospital and Medical Center in Oak Lawn, Ill. I worked in a 24-bed Level IV NICU Regional Perinatal Center and cared for newborns, mostly born prematurely, and those with congenital anomalies. Many were 24 weeks gestation and weighed as little as 500 grams (1 pound). I loved it.

Why did you join Catskill Regional Medical Center?Before coming to CRMC, I was employed for eight years at Newton Medical Center in Newton, N.J., as the Assistant Vice President of Patient Care Services and previously as the Director of Women’s and Children’s Services. I was mentored by a wonderful CNO, Mary Ellen Rauner, who was my CNO role model. When the CNO position became available at CRMC, it was an opportunity that I believed was a very good fit. CRMC is very similar to Newton Medical Center. I knew the population and community well and believed that I could assist in helping the community move toward wellness.

What keeps you up at night (workwise)?Always at 2 a.m.!! Unfinished business, staffing worries, volume, special patients, the phone, bright (at least I think so) ideas, answers, resolutions, things I forgot to do and just about everything!

Who influenced your career the most?My wonderful husband, Gary! He has always had confidence in me and provided the support so that I could follow my dreams and go where my heart led me. He also, at times, has pushed me to come out of my comfort zone. Gary always says, “There are no problems, only solutions.” What is the first thing you do when you start work in the morning?I get a report about what has happened at the hospital during the time I was not here. I always try and have a presence and keep up on what is going on in the hospital. I am frequently in touch with the ADNs

and check in electronically. The hospital community is fluid, dynamic and ever-changing. It just makes sense and saves energy to be proactive rather than reactive.

What are you currently reading?Anything and everything Mary Higgins Clark. I have a SONY Reader® and it goes everywhere with me.

Describe your perfect vacation.On the Jersey Shore at Cape May. Kids boogy-boarding and skimming, cooking fresh (caught that morning) fish for dinner, watching waves roll in and out, getting a great pedicure beforehand, going on the Haunted House Tour at Cape May, finding “diamonds” on Sunset Beach and enjoying my family. Cape May is just about the most perfect place!

If you could live anywhere in the world, where would it be and why?I would stay just where I am because I am happy there. My husband and I built our home in 2001 in Sussex County, N.J., just the way we wanted it, and hope to always live there in the beautiful Kittatinny Mountains.

What has been your favorite pet?I have always loved all of my pets since childhood, but would have to say that my pair of Lhasa Apsos, Babs and Buster (from years ago), and my current pair of Shih Tzus, Tony and Carmela, have brought me a lot of joy. Nothing feels as good as unconditional love!

If you won the lottery, what would you do with your winnings?Without a doubt, I would buy a fabulous oceanfront condo at “The Grand” in Wildwood Crest, N.J.

Ten Questions With Barbara J. Gentile, RNC, MSN - Chief Nursing OfficerEach quarter, we profile one CRMC staff member so that you can get to know them better

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Hot Off The Stretcher www.crmcny.org September2011 Hot Off The Stretcher www.crmcny.org September2011

CRMC Celebrates Hospital WeekCRMC celebrated Hospital Week from May 9 to May 13 in appreciation of the CRMC staff. It was a great week filled with fun and exciting events. Monday began with the annual Scavenger Hunt and employee gifts. Tuesday offered a breakfast and complimentary massages for staff members. Wednesday featured the annual barbecue and Thursday included the 2nd Annual Regulatory Readiness Fair and an ice cream social. On Friday, Scavenger Hunt winners were announced and there was a raffle drawing with many prizes including gift certificates, cameras, a laptop and a flat screen TV. The entire week was a great success.

Scavenger Hunt Results

1st PlaceTeam Multi-Taskers – Patient Financial Services 2nd PlaceTeam Outrageous – Birthing Center 3rd PlaceTeam Dracula’s Revenge – Lab

Top Raffle Results

32” Samsung Flat Screen TV - Rachel Caba, 5 East 32” Samsung Flat Screen TV - Mary Lubniewski, Physical Therapy15.6” Compaq Presario Notebook PC - Janus Musico, Physical Therapy Barnes & Noble Nook Color - Angelica Williams, HIM Barnes & Noble Nook Color - Helen Brophy, 5 East LG Blue Ray Disc Player - Deborah Monforte, Nursing Float Sony Digital Camera 14.1 mega pixels - Christine Contaxis, Food Services Sony Digital Camera 14.1 mega pixels - Matthew Halloran, ER 4 Bethel Woods Museum Tickets - Kathleen Watson, Lab $50 Visa Gift Card - Mary K. Mooney, CCU $50 Visa Gift Card - Lisa Clarke, PI

CRMC awarded more than 35 raffle prizes, including $25 gift cards, Bethel Woods concert tickets and more.

Scenes from Hospital Week

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33rd Annual CRMC Golf ClassicCRMC held its 33rd Annual Golf Classic on Tuesday, August 2 at Tennanah Lake Golf and Tennis Club, raising more than $59,000 for the hospital. More than 100 golfers enjoyed a beautiful day at Tennanah Lake, and 120 guests attended the dinner. The event was a great success thanks to the generosity of everyone involved.

The funds raised will go toward purchasing a computerized tomographic angiography (CTA) software package for CRMC’s state-of-the-art 64-slice CT scanner, which can noninvasively evaluate the arteries and veins in most parts of the body, including the heart, and produce images of each section in 20 seconds or less. For additional information on CRMC’s Annual Golf Classic, contact J.P. McGuirk at ext. 2070.

Scenes from CRMC’s 33rd Annual Golf Classic

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CRMC Hosts Employee Recognition DinnerCRMC hosted its Annual Employee Recognition Dinner on Thursday, May 19 at the Villa Roma Club House in Callicoon. Guests gathered to celebrate the CRMC employees’ exceptional service and enjoy a wonderful dinner and post-meal entertainment. Staff members were honored with plaques for their years of devotion and strong work ethic. The awards ranged from five to 40 years of service, and several soon-to-be retirees were commemorated.

CRMC Goes to the Bronx ZooCRMC’s HR Department coordinated a trip to the Bronx Zoo on May 22 for staff members and their families. The trip sold out with more than 110 attendees. Everyone had a great time!

CRMC Women’s Field Softball TeamCRMC women staffers joined the Sullivan County Women’s Softball team this year, and had an enjoyable season. The team exemplified the fundamentals of working together, while having fun at the same time.

Designations and Certifications Dr. Khorsheda Ali of the Women’s Health Center in Monticello recently became a Fellow of the American Congress of Obstetricians and Gynecologists and the American College of Obstetricians and Gynecologists. Joycalyn M. Jordan, daughter of Viola Jordan, Radiology Confidential Secretary, has completed the Purchasing for Food Service Operations course with honors. The American Hotel and Lodging Educational Institute awarded the certificate. Joyce is taking culinary courses at SCCC and maintaining a 4.0 average. Ellen Herfield, OR RN, and Pat Coll, Clinical Director of OR, recently received their re-certification for CNOR, which is valid for the next five years. CNOR is the documented validation of the professional achievement of identified standards of practice by an individual registered nurse providing care for patients before, during and after surgery. Tom Roemer, Plant Supervisor, has successfully completed the Class C Water Operator Training and Laboratory course and is now a Department of Health Certified Class C Water Operator.


Front row: Jen Smith; Sue Whitmeyer (standing); Jessica Youmans; Kristin Brucher; Karen McKoyBack row: Sabrina Mastrogiovanni; Melanie Werlau; Cathy Herbert; Nicole Litwak; Donna Feeney Not pictured: Stephanie Castellano; Christina Gonzalez; Greta Berry; Christina Thompson; Jasmine Collier; Regina Suarez; Terry Ramos; Patricia Mann; Jolene Noriega; Amanda Norris

Employee

News

Congratulations to…

Honorees at the Annual Employee Recognition Dinner

Scenes from CRMC’s 33rd Annual Golf Classic

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BirthsOn March 14, Irene Elder, HIM Birth Registrar, welcomed her granddaughter, Mikayla Marie Brownridge. Mikayla was 8 pounds, 5 ounces and 20 inches tall.

On March 24, Katie Heusel, Patient Access Supervisor, and her husband William Heusel, CRMC Security Officer, welcomed their daughter, Fiona Kate Heusel, into the world at 6:18 a.m. Fiona was 8 pounds, 13.7 ounces and 21 inches tall.

Christina Haff, Infection Control Practitioner, and her husband Michael welcomed their daughter, Abigail Charlotte, into the world on June 11. Abigail was 4 pounds, 8 ounces and 16 inches tall.

Linda Gleason, HIM Coder, welcomed the birth of her fourth grandchild on April 27. Mackenzie Lynn Berrios was 4 pounds, 3 ounces, and mother and child are doing great.

Joe O’Connell, Fiscal Services Accountant, and his wife Lauren welcomed the birth of their son, Lucas Joseph O’Connell, on June 21. Lucas was 6 pounds, 9 ounces and 18 ¾ inches tall.

Congratulations to Debbie Hanratty, Administrative Secretary, and her husband Jimmy on the engagement of their daughter Laura to John Nolen.

Jennifer VanDenberg (now Pisaniello), Patient Access Representative, and Michael Pisaniello were married on Saturday, June 11 at the United Methodist Church in Grahamsville, N.Y. Fellow CRMC staffers Kristine Lewis, Physician Billing, and William Heusel, Security, were both in the wedding party. A reception was held at the Rockland House in Roscoe, N.Y., and the couple honeymooned in the Poconos.

J.P. McGuirk, Director of Marketing and Public Relations, was recently appointed to the Sullivan County Chamber of Commerce Board of Directors.

A retirement tea party for Minnie Washington, Hematology/Oncology LPN, was held on June 9. Minnie worked at CRMC for almost 40 years and will be greatly missed.

Abigail Charlotte Haff


Employee

News


Minnie Washington with Geri Orr, Assistant Vice President, Professional Services

John Nolen and Laura Hanratty

Jennifer and Michael Pisaniello

Fiona Heusel

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CRMC Holds New Badge Display EventCRMC held a badge display event on June 15 in the HR Department to celebrate the new name badge options. Employees had the opportunity to view three options (breakaway lanyard, classic pin style and retractable cord) and choose the variation that best fit their needs. For a new badge display, contact Human Resources at ext. 2045.

Outpatient Rehabilitation “Lunch and Learn”On Tuesday, July 26, John Pawlowski, PT, MHS, OCS, CWCE, CSCS, hosted a presentation titled, “Conservative and Post-Operative Physical Therapy for Patients’ Recovery from a Rotator Cuff Tear.” The presentation covered rotator cuff anatomy and function, conservative (non-surgical) physical therapy and post surgery physical therapy, and featured a question-and-answer segment. For additional information, contact Amy Lorino at ext. 2417

Adult Day Care and the Library Team Up with Alzheimer’s AssociationThe Adult Day Care Program and the Health Information Library co-hosted a free community workshop titled, “Making Sense of Challenging Behavior.” The workshop, presented by the Alzheimer’s Association, was held on Tuesday, June 14 at CRMC’s main Harris campus, where Donna Davis, LCSW, Care Consultant for the Alzheimer’s Association, led a discussion on how Alzheimer’s and related dementias can cause a person to act in different and unpredictable ways. For more information on CRMC’s Health Information Library, contact ext. 2187.

Emergency Department Holds EMS Recognition EventCRMC’s Emergency Department (ED) and MedExcel USA, Inc. held a recognition and education event for local Emergency Medical Services (EMS) agencies on May 18. The event coincided with National EMS Week, which was May 15 to 21. The well-attended event recognized the significant contributions made by EMS agencies throughout the region, and honored their dedication and commitment to protecting community members in Sullivan County and the surrounding areas.

Rosemary Frado, CRMC Interim CEO, opened the program with words of appreciation and thanked the EMS members for all of their hard work and dedication to the community. Carlos Holden, MD, FACEP, and Chip Dunham, BS, RN, CCRN, followed with a presentation on pediatric emergencies. The CRMC team is planning additional education forums for EMS teams throughout the year. For more information, contact Chip Dunham at ext. 2244.


Employee

News


Minnie Washington with Geri Orr, Assistant Vice President, Professional Services

Department News

New Security Enhancements at CRMCCRMC’s main entrance reception desk now has a staff presence from 5:30 a.m. to 9 p.m. All visitors/guests entering the facility will be required to sign in and are issued a visitor or guest badge, and all employees are required to show their badges. The main entrance doors will be locked from 9 p.m. to 5:30 a.m. Additionally, the ASB building entrance will have a staff presence; if no one is at the newly placed desk, signage will direct visitors/guests to the main entrance. The ASB doors will be locked from 6 p.m. to 7 a.m. For questions and additional information, contact Facilities at ext. 2034.

CRMC Family Welcomes Faith Kotzker, SNU Administrator, at “Meet and Greet”A “Meet and Greet” reception was held for Faith Kotzker, new Skilled Nursing Unit (SNU) Administrator, on July 6 in the SNU Dining Room. Many staff members enthusiastically welcomed Faith, despite a concurrent Code HICS emergency, and it provided an excellent opportunity for Faith and the rest of the CRMC family to get to know one another. For more information on SNU, contact ext. 2600.

Dessert spread from CRMC Food Services at EMS Recognition Event

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CRMC Celebrates National Safety Month with Safety FairIn recognition of National Safety Month, CRMC hosted its first Safety Fair on June 22. The Sullivan County Department of Public Health, RISE, Smith Medical, Shoes for Crews, Outpatient Rehabilitation Department, PMA, National Parks Services, Employee Health Services and the Emergency Preparedness Department all participated in the event. As a special service, the Sullivan County Sheriff’s Department provided child identification kits for employees’ children.

Compliance Week Contest WinnersCRMC held a contest during Compliance Week in May to see which staff members could come up with the best and most creative compliance-related comic strips. There were more than 100 entries from 35 staff members. The winners were: Grand Prize Winner – iPad 2 John Rusinko, Facilities Management 2nd Prize Winners – iPod Shuffle Jean Hewitt, Performance Improvement Diana Duffy, RN – Grover Hermann Hospital Lisa Soderblom, Laboratory Jenn Goble, Laboratory

SNU and MHU Teams Celebrate Survey SuccessThe SNU and MHU teams met on July 11 at the White Sulphur Springs Inn for a southern-style barbecue to celebrate their excellent survey results and their hard work in preparation for both surveys. The barbecue gave them an opportunity to relax and enjoy each other’s company.

HR Holds Quarterly Anniversary and Birthday CelebrationThe second quarter 2011 anniversary and birthday celebration was held in Harris on June 29. The celebration recognized anniversaries and birthdays in April, May and June.

SNU Independence Day Parade and CelebrationOn July 7, the SNU team held its 3rd Annual Independence Day Parade. It was a festive event and everyone dressed up in their red, white and blue attire for the parade. A large group of friends and family cheered as the residents paraded through the unit. A barbecue-style Independence Day lunch followed the event.


Francisco Gomez at the second quarter anniversary and birthday celebration

Department News

SNU residents enjoying the July 4 festivities

Anne Boyd, EHS Nurse, at Safety Fair

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Annual Oncology Celebration of Life PicnicCRMC celebrated National Cancer Survivors Day with its 17th Annual Celebration of Life Picnic on Thursday, June 9 inside the garden-level cafeteria at CRMC’s main Harris campus.

More than 150 survivors and their families, along with doctors, nurses and administrators from CRMC, gathered to celebrate life at the joyous event. For the first time in three years, the annual picnic had to be moved from the beautiful gardens at CRMC’s main campus to the cafeteria, which was transformed into an ornamented venue, due to inclement weather. The minor setback did not discourage the guests from engaging in the festivities and enjoying the food, music and activities. Speakers included Rosemary Frado, Interim CEO, Barbra Gentile, CNO, and Dr. Manuel Perry, Medical Director of Oncology/Hematology. For more information on the CRMC Oncology Department, contact ext. 3233.

CRMC Holds Luncheon Reception for SCCC NursesCRMC held its Annual SUNY Sullivan Nursing Program Luncheon in April at its main Harris campus. The luncheon is held each year to commemorate the end of student clinical rotations at CRMC, one of several sites the college uses to train nursing students on patient care. Approximately 40 students attended the reception, along with several instructors. Barbara Gentile, CNO, spoke to the students about their career choice of working in health care, the importance of ongoing education even after certification and the history of Florence Nightingale.

Jodi Goodman Visits the Cooke SchoolOn June 20, Jodi Goodman, Director of Community Services and Sullivan County Legislator, visited fourth-grade students at the Cooke School in Monticello. Ms. Goodman taught the children about local government and discussed her responsibilities at CRMC. The children learned the importance of volunteerism and helping others in our community.

CRMC Receives Donation from the SYDA FoundationThe Catskill Regional Medical Center (CRMC) Foundation received a $1,000 donation from the SYDA Foundation of South Fallsburg, N.Y. Christopher Williams, SYDA Foundation Manager for Community Relations, presented the check to Joan Farrow, CRMC Foundation President and Board Member, at CRMC’s main Harris campus on May 3. For more information on the CRMC Foundation, contact ext. 2104.


A packed house at the Oncology Picnic listens to Essential Blend, an a capella group from Liberty High School

Community Events

Christopher Williams, SYDA Foundation Manager for Community Relations, presents a check to Joan Farrow, CRMC Foundation President and Board Member

Jodi Goodman with Cooke School students

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Michelle Mootz, RN, Speaks to St. Peter’s School Students During Career WeekMichelle Mootz, OR RN, spoke to students at the St. Peter’sSchool on May 11. Michelle brought along plenty of instruments and props to show the students not only what goes on in our Surgery Department, but also why they should not be afraid of the hospital. The children were very excited to wear the hats and masks, and sent thank-you letters, which are now proudly displayed on the wall outside the Surgery Department.

CRMC Receives Woodland Wildlings Memorial PlaqueCRMC recently received a Woodland Wildlings memorial plaque donated by the Community Garden Club of Liberty and the Roscoe-Rockland Garden Club. The plaque will recognize donors who have contributed to the Woodland Wildlings Gardens preservation fund. The donated plaque has been placed outside of the Garden Café hallway, which leads to the gardens. The gardens are located behind CRMC’s main Harris campus.

CRMC Participates at Because We Care Health Services Showcase and ForumOn June 3, the Because We Care Health Services Showcase and Forum was held at the Sullivan County Cornell Cooperative Extension in Liberty, N.Y. CRMC had a booth at the event and Suzanne Lange-Ahmed, Director of Case Management, presented on Continuum of Care Issues at the forum.

Birthing Center Receives DonationThe Department of New York Ladies Auxiliary based in Hollis, N.Y., recently donated outfits and other baby gifts to the CRMC Birthing Center.

CRMC Has Eventful SummerCRMC Staff members manned booths and/or participated at several prominent summer events including ThunderBash, the Callicoon Tractor Parade, the Livingston Manor Trout Parade, the Rhulen Run and Ramble, the American Cancer Society’s Relay for Life, Riverfest in Narrowsburg and the Callicoon Street Fair. The events were all excellent opportunities to educate the community about CRMC and bring the public up to date on new projects.


Community Events

NY Ladies Auxiliary

CRMC float at the Livingston Manor Trout Parade

CRMC’s Callicoon Tractor Parade entry

Marian Fries, Sonya Coney and Judy Bergstrom of the Community Garden Club of Liberty, and Alma Denman of the Roscoe-Rockland Garden Club

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CRMC to Field a Team for the Avon Walk for Breast CancerOn October 15 and 16, a team of CRMC staffers (Jean Hewlett, Cindi Early, Carole McCoy, Suzanne Lange-Ahmed and Karen McKoy) will walk in New York City for the annual Avon Walk for Breast Cancer. For two days and 39 miles, the team will walk together for a united goal: helping to ensure that medically underinsured women and men can get the medical care they need, and the support of leading research teams in their ongoing search for a cure for breast cancer. Each team member must raise $1,800 to participate; they will hold fundraisers at CRMC and will accept donations to raise the funds. For additional information or to make a donation, contact Jean Hewlett at ext. 2092.

CRMC Purchases Paintings from Sullivan ARCIn May, CRMC purchased 17 framed paintings from Sullivan ARC that will be displayed throughout the hospital. The paintings were all created by individuals with developmental disabilities who attend Sullivan ARC’s programs.

CRMC Holds 9th Annual Home TourCRMC’s 9th Annual Catskill Home Tour, chaired by Jodi Goodman and held on July 7, was a great success. The sold out tour showcased four spectacular homes located in Livingston Manor, Liberty, Cochecton Center and Bethel, and was followed by a delicious luncheon at the Monticello Racino. This year, the monies raised will go toward renovating the solarium in the Skilled Nursing Unit. To volunteer for next year’s Home Tour, contact Jodi Goodman at ext. 2185.

Hortonville Preschoolers Tour CRMC’s Grover M. Hermann HospitalCRMC’s Grover M. Hermann Hospital hosted a tour for a Hortonville Preschool class on June 7. Fifteen students and several adult chaperones were treated to a special tour of the hospital, Emergency Department and Callicoon Family Health Center. After getting an insider’s look of the hospital and Emergency Department from Sam Berger, NP, the students took part in an activity focusing on proper hand washing techniques led by Joni Johannes, RN, Clinical Director. Callicoon Family Health Center’s Nan Eschenberg, FNP, also instructed the children on proper sunscreen use and tick avoidance to ensure that they could fully enjoy their leisurely walk down the Grover M. Hermann Community Walking Trail. For more information on Grover M. Hermann Hospital, contact 845-887-5530.


F U N D R A I S I N G F O R

Sullivan ARC painting

Community Events

A CRMC 9th Annual Home Tour house

CRMC’s Sam Berger, NP, with Hortonville Preschool students

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Please Welcome

Our New CRMC Employees

May 2011Rosemary Frado, Interim Chief Executive Officer – Administration

Jonathan Heimbach, Manager – AdministrationVeronica Guerrero, Lab Technician – Laboratory

Deborah Monforte, Unit Secretary – Nursing FloatLuis Amarilla, Utility Tech – Plant Operation

Madeline Andujar, Certified Nurse Aide – Skilled Nursing UnitBeverly Franskevicz, RN – Obstetrics

Alana Macpherson, Certified Nurse Aide – Adult DaycareJacek Kura, Physical Therapist – Physical Therapy

Michael Colletti, Courier – Adult DaycareJanet Montes, Coder – Physician Billing

June 2011Kristen Cavanagh, LPN, Per Diem – Skilled Nursing Unit

Erin Roberts, Radiology Tech – RadiologyStephen Currey, Systems Analyst/Programmer – Information Center

James Streelman, Network Engineer – Information CenterPaul Martin, PC Specialist – Information Center

Javier Barrera, Computer Operator 2 – Information CenterWesley Kaszas, Computer Operator 2 – Information Center

Michael Paulson, Administrative Director of Nursing – Nursing AdminMaria Battipaglia, Phlebotomist – Laboratory

Susan Butler, Cancer Registrar – Cancer ProgramYvonne Dirig, RN – Radiology

Sean Dooley, Phlebotomist – LaboratoryStacey Duffy, Registrar – Radiology

Sean McAuliff, Supervisor – HousekeepingFaith Kotzker, SNU Administrator – Skilled Nursing Unit

July 2011Brenda Avery, Phlebotomist – Specimen Processing

Daniel Malia, Clerk/Intern – EpidemiologyVenus Murphy, Speech Pathologist – Speech Therapy

Rhoda Goldstein, Physical Therapist Assistant – Physical TherapyHeather Quinn, Physical Therapist Assistant – Physical Therapy

Deanna Houghtaling, Certified Nurse Aide – Adult Daycare

CRMC Earns ACR AccreditationCRMC has been awarded a three-year term of accreditation in computed tomography (CT) for adults and pediatrics as the result of a recent review by the American College of Radiology (ACR). The ACR gold seal of accreditation represents the highest level of image quality and patient safety. It is awarded only to facilities meeting ACR practice guidelines and technical standards after a peer-review evaluation by Board-certified physicians and medical physicists who are experts in the field. For more information on CRMC’s Radiology Department, contact ext. 2225.

ACCOLADES & AWARDS

5E Staff Members Receive Golden EggsA patient of 5E, who recently passed away, starting making a basket of golden eggs with a CRMC 5E staff member name on each egg and the phrase “You are as good as gold.” The patient passed before this generous gesture was completed, but a family member felt compelled and obligated to finish the project. This was a wonderful and much appreciated surprise for the staff members.

Golden eggs for 5E staff members

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Staff AccoladesBelow are recent accolades that were called or sent in by satisfied patients and family members who mentioned specific staff members and/or departments. Congratulations to the following, for your outstanding work:

Outpatient Oncology StaffEmergency Department Staff (5 times)OR/Recovery StaffWomen’s Health Center StaffBirthing Center StaffFront Desk VolunteersMarian Harrison, RN CCU (2 times)Joel Chaise, MDEric Kaplan, MDPaul Atlas, MDMichael Sherwood, AnesthesiologistAbdul Shahzad, MDJerome You, MDRobert Kahn, NPHope Morin, Radiology TechSam Berger, FNPGrace Czop, OT AssistantMarilee Worrell, PT AssistantKathy Menges, Case ManagerNaomi McCormick, EKG TechSophia Korzelius, Unit Secretary CCU Robert Branch, RPA-CErinn Garcia, RN EDShanna Kaplan, RN EDLinda Thompson, NPKeith Herbert, Food Service Aide Ed Bonnell, Food Service AideIlan Zedek, MDKathy Ellison, RN RecoveryDon Frankel, MDDebbie Fanning, RN EDChris Gonzalez, RN EDFlower Fischler, Nursing Assistant, 5ERobert Bertholf, RN FloatMary Kay Mooney, RN CCUMary Friedel, RN CCUKathy Hahn, RNEDBrian Casta, RN ED

Golf Classic Departmental Gift Basket ContestCRMC held its 2nd Annual Departmental Golf Classic Gift Basket Contest and the gift baskets from CRMC’s departments were amazing; the creativity and generosity were second to none. In total, 11 departments participated and their support of the 33rd Annual CRMC Golf Classic was very much appreciated.

Prize Winners:

1st Place: Women’s Health Center for their “Pamper Me” spa basket. They won $75 cash to be divided among the department’s participants.

2nd Place: Facilities for their “Handyman Special” gift wheelbarrow. They received $50 cash to be divided among the department’s participants.

3rd Place: Skilled Nursing Unit for their “Orient Express” gift basket. SNU participants received a CRMC visor.

The gift basket raffles alone brought in almost $1,900 in donations. We would not have done so well if not for the generosity and creativity of the CRMC departments that participated. Thank you!

Gift baskets donated by CRMC departments

Community Unity Honors CRMCOn May 21, Community Unity, a nonprofit organization, honored CRMC for saving the RISE program of Sullivan County. The Lobster Bake and Buffet Spectacular event was held at Mr. Willy’s restaurant and featured live music from The VanTwistics. Dr. Peter Panzarino gratefully accepted a plaque on behalf of CRMC. For more information on the RISE program, contact ext. 2442

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Aster Gold Award Winners


CRMC’s Marketing and Public Relations Department recently received four prominent national marketing awards from the 28th Annual Healthcare Advertising Awards competition and the Aster Awards for excellence in medical marketing. CRMC received a Merit Award from the Healthcare Advertising Awards in the category of Radio – Single Advertisement for its “The People Behind Catskill Regional Medical Center” radio ad. CRMC’s Marketing Department also received a Gold Aster Award in the Newspaper Advertising – Series category for its “Outpatient Rehabilitation” advertising campaign, and two Bronze Awards in the Internal Newsletter and Radio – Single Advertisement categories for its employee newsletter and once again for “The People Behind Catskill Regional Medical Center” radio ad. For more information on CRMC’s marketing and public relations efforts, contact J.P. McGuirk at ext. 2070.

CRMC’s Marketing Department Receives Four National Healthcare Marketing Awards

CRMC Receives Prestigious Award from American Red CrossCRMC’s Blood Donor Center received the Life Share Platinum Level Achievement Award from the American Red Cross for outstanding employee participation in 2010 blood drives. The award was presented by Claudia Schroeder of the American Red Cross at a ceremony on May 11. For more information on CRMC’s Blood Bank, contact ext. 2269.

Rosemary Steuber, Patti Anderson and Mona Makofsky accept the award from Claudia Schroeder of the American Red Cross

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2nd Annual Walk a Mile in Her Shoes to Be Held October 1On Saturday, October 1, men, women and children will walk the grounds of the Sullivan County Government Center in Monticello at the 2nd Annual Walk a Mile in Her Shoes event to raise funds for the Rape Intervention Services and Education (RISE) program of Sullivan County. Many of the men will wear women’s shoes during the event, which takes a light-hearted approach to a very serious subject and increases awareness of how sexual assault impacts individuals and families in Sullivan County. Registration begins at 9 a.m. and the walk kicks off at 10 a.m. A reception will follow and will include a short program, refreshments and educational booths. Anyone can walk, and same-day registrants are welcome. Men are encouraged (but not required) to walk in women’s shoes. The registration fee is $20 and participants may also secure contributions through pledges. Walkers can raise funds through FirstGiving, a user-friendly, secure Web site, which is linked on the CRMC home page at www.crmcny.org. For more information about RISE or the Walk a Mile in Her Shoes event, contact Cindy Zinger at ext. 2442 or J.P. McGuirk at ext. 2070.

Rosemary Steuber, Patti Anderson and Mona Makofsky accept the award from Claudia Schroeder of the American Red Cross

TO THE OCCASION!

walk a mile in her shoes®

The international men’s march to stop rape, sexual assault & Gender Violence

SATURDAY

OCTOBER 16, 2010

October 1, 2011www.crmcny.org

WALK A MILE

IN HER SHOES

TO THE OCCASION!

walk a mile in her shoes®

The international men’s march to stop rape, sexual assault & Gender Violence

SATURDAY

OCTOBER 16, 2010

2ND ANNUAL

To Benefit RISE

(Rape Intervention Services

& Education) of Sullivan County

at the Sullivan County Government Center in Monticello

TO THE OCCASION!

walk a mile in her shoes®The international men’s march to stop rape, sexual assault & Gender Violence

SATURDAYOCTOBER 16, 2010

October 1, 2011

www.crmcny.org

WALK A MILE IN HER SHOES

TO THE OCCASION!

walk a mile in her shoes®The international men’s march to stop rape, sexual assault & Gender Violence

SATURDAYOCTOBER 16, 2010

2ND ANNUAL

To Benefit RISE (Rape Intervention Services & Education) of Sullivan Countyat the Sullivan County Government Center in Monticello

Page - 15 -


Mandatory CRMC Customer Service GOLF Program GivingOutstanding Customer ServiceLeaving ExceptionalFirst Impressions

CRMC’s highest priority is to provide quality customer service at all times. By attending the GOLF customer service session, you will receive detailed information regarding the HCAHPS scoring process, review our customer service policies and have an opportunity to meet your colleagues from other departments.This program is a mandatory paid training for all employees.

At the GOLF session, staff members are asked what can be improved at CRMC, and these suggestions are brought to Administration. Administration is taking action on the following recent comments: • Need Wi-Fi – to be completed by September• Driveway/parking lot repairs – to be implemented in the fall• Window washing – to be completed by September• Enforcement of dress code – currently being reviewed• Enforcement of perfume/scent policy – currently being reviewed• Better communication from supervisors – currently being reviewed • “Made to order” menu/wider variety of food choices for patients – currently being reviewed

The CRMC customer service program is continuing throughout the year. All sessions will take place at the Club at Villa Roma at the Villa Roma Resort and Conference Center in Callicoon. Sessions will be held from 8:30 a.m. to 4:30 p.m. and are limited to 25 participants.

Remaining GOLF Program Schedule for 2011Thursday, September 15Thursday, September 22Wednesday, September 28Tuesday, October 18Friday, October 28Friday, November 4Thursday, November 10 Please utilize Health Stream Online Education to sign up for this course. If you need assistance, contact Staff Development at ext. 2816.

ContaCt Us

If you have any questions or suggestions for

the newsletter, please contact J.P. McGuirk,

Director of Marketing and Public Relations at

[email protected].

Advancing Patient Care for Our Community

P.O. Box 800 · 68 Harris Bushville RoadHarris, NY 12742

8881 NYS Route 97Callicoon, NY 12723

w w w. c r m c n y . o r gA member of the Greater Hudson Valley Health System

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Hot Off The Stretcher - Catskill Regional Medical Center service and positive patient experiences has been evidenced in a recent increase in letters and e-mails from satisfied patients