July 2012

A publication for the employee family at Florida Hospital

In the Face of Diversity

Got story ideas? Email us at stephanie.wright@flhosp.org.

In This Issue: Employee Engagement Survey Backpacks for Kids Campaign

Florida Hospital embraces its diverse patient population.

INTERNAL-12-8238 The Times Cover - July 2012_F.indd 1 6/29/12 9:48 AM

The Times

Bamboo and You

By Todd ChobotarMission and Ministry

It’s one of the most remarkable

plants on the planet -- a living

illustration of mystery, mastery and majesty.

The Chinese bamboo, once planted, grows slowly, almost

imperceptibly. For the first four to six years, it appears to

have minimal or no growth. During this time, it would be

easy to assume the bamboo is doing nothing. To the casual

observer, it may look like the plant is dead, dormant or a

dud. But looks can be deceiving.

During this time of slow growth above ground, bamboo

develops a massive root system underground. After five

years of apparent inactivity, the stem suddenly shoots

skyward and grows to as high as 100 feet in 90 days or less

-- an astonishing achievement.

For the Chinese bamboo to reach its full potential, it

must grow deep before growing tall. If it grew too rapidly

at first, the plant would likely be toppled by the wind

before achieving its zenith. Perhaps this is why, in Chinese

culture, bamboo serves as a symbol of integrity, strength

and perseverance.

If it’s true for bamboo, could it be true of you, too?

Perhaps right now you feel like life has passed you by.

Like you’re stuck in a dead-end job, relationship or home.

Maybe to the outside world it looks like you are going

nowhere fast. But that doesn’t have to be the case. No

matter your age, your past or your station in life, God can

use you if you sink your roots down deep into the rich soil

of His love, goodness and grace.

I don’t know what God has planned for your future. But

don’t get discouraged. Stay faithful. God will grow you

in His time and His way for His purpose. And when your

growth spurt happens, it will take the world (and probably

even you) by surprise.

Pain ManagementThe poet Maya Angelou once said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Read how the simple act of being a good listener can go a long way to help our patients manage their emotional or physical pain.

Culture ChangeAt Florida Hospital’s Innovation Lab, thinking outside the box is the order of the day. Read how this lab was created to not only grow new ideas, but change the culture of our hospital.

Meeting the Diversity ChallengeHospitals can be a source of stress for patients and their families when they’re placed at the mercy of values and beliefs that are not their own. Florida Hospital has long acknowledged this challenge and continues to work hard to ensure all patients receive the best possible care, regardless of their age, gender, race or disability.

Employee Engagement This month, employees will be asked once again to participate in our annual Employee Engagement survey. Find out why your opinion matters and get a sneak preview of the questions.

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By Julie SchafferPatient Experience

Once they are discharged, our patients are asked how their pain was managed during their stay with us. The HCAHPS survey includes two questions about pain: “How often was your pain well controlled?” and “How often did the hospital staff do everything they could to help you with your pain?” Since the beginning of 2012, 69 percent of our patients have responded with “Always.” While that number has improved over time, it still puts Florida Hospital below average when compared to hospitals across the country.

So how can we improve on how we help our patients manage their pain? Best practices include using a pain scale to assist in communication with the patient, writing the time of the next dose of pain medication on the patient’s communication board, discussing non-pharmacological pain interventions, and assessing their pain hourly. However, the most important approach is to actively listen. Body language and eye contact show the patient we are listening and care about what they are saying. Imagine being in discomfort and feeling as if no one is listening to you. In addition to losing trust in your caregiver, it can be very frightening.

It’s also critical to remember that the pain our patients experience may go beyond physical pain. The other day I had the opportunity to speak with a patient whose emotional pain was even greater than the physical. At just under 20 weeks pregnant, she learned her baby had

died in her womb. She was admitted to Florida Hospital to go through what was to be the most difficult and painful three days of her life. She was induced, had many hours of labor, and then delivered a baby boy whose cry she never got to hear and fingers would never wrap around hers. Yet this mother was amazed by the remarkable compassion she felt from every nurse and doctor who cared for her and her husband. The nurses cried with them and prayed with them. The doctors were patient and kind. “They went above and beyond to help us grieve and say goodbye. My physical and emotional health was a high priority,” she explains.

As caregivers, we speak, we listen, we monitor, we

manage pain, we give medicine, we heal. But poet Maya Angelou was correct when she said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” It’s how we respond to pain, fear and anxiety that leave the patient feeling like we do extend the Healing Ministry of Christ.

The Compassionate Side to Managing Our Patients’ Pain

“Kind words can be short and easy to speak, but their echoes are truly endless.”

Mother Teresa

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People and News

Annual Backpacks for Kids Campaign Begins July 16

The annual Florida Hospital Backpacks for Kids campaign will begin on Monday, July 16, 2012, and will run through Monday, July 30, 2012. Last year, Florida Hospital employees donated more than 2,500 backpacks to underprivileged children to help make their first day of school a little brighter. Contact your campus coordinator for more details on how you can help, or call Stephanie A. Jones at (407) 303-7711, Option 1.

Here are the campus coordinators:• Apopka - Carliss Brown, (407) 889-1014

(Includes Laundry and Apopka Warehouse) • Altamonte - Julie Meyer, (407) 303-2663

(Includes Purchasing, Adventist Health Administration and Boston Avenue locations)

• CentraCare - Diana Portillo, (407) 200-2874• Celebration - Lorella Gilbert (Executive Office),

TL 843-4451; Barbara Whitten (Executive Office), TL 843-4453

• Courtland Building - Craig Moore, (407) 601-8200• East Orlando - Jan Baillargeon, (407) 303-6769• Ginsburg Tower - Penny Porteous, (407) 303-9414• Kissimmee - Joann Van Natta, TL 834-6606 • Orlando - Stephanie Jones, (407) 303-7711, Option 1

(Includes Maitland, Maitland CentraCare, Bedford, Foundation, Pioneer Building Office of Design and College)

• Trickel Building - Myrna Martins, (407) 200-2611• Winter Park - Ashley Roedding, (407) 646-7959

Spiritual Ambassador Coordinator Releases New Book

Florida Hospital’s very own Spiritual Ambassador Coordinator Sperantza Adriana Pasos was invited to share her story of escape from religious persecution in communist Romania at the age of 14, during the Author and the City event held recently at the Orlando Public Library. Pasos shared her inspirational story as documented in her newly released book, “Hope in Present Danger.” According to Amazon’s Top Reviewer, Peter J. Tremblay, who gave the book five stars, “This is an exciting story of God working behind the scenes to protect, provide and bring them to freedom.”

For more information, visit hopeinpresentdanger.com.

Toastmasters Club Gets International AwardWho says the number 13 is an unlucky number? Florida

Hospital’s Toastmasters Club just received the prestigious Presidents Distinguished Club Award by Toastmasters International for the 13th year in a row.

Check out for yourself why our club is so deserving of this recognition. The club is open to all employees and their family members. Meetings are held every Wednesday morning from 7:30 to 8:45 am in ICON 7 on the 7th floor of the Ginsburg Tower, and visitors are always welcome. Why not stop by and see what they’re all about?

Former Toastmasters Club President Paul Mains, right, accepts the award from Toastmasters Area 33 Governor Jerome Kalisz.

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The Times

At Florida Hospital’s Innovation Lab, which has affectionately become known as the “FHIL,” thinking outside the box is the order of the day. When was the last time you used words like “empathy,” or “ideation” when you were trying to come up with a solution to one of your problems? Well, get ready to have your mind opened wide, because the FHIL was created to not only grow new ideas and solve complex problems, but change the culture of the hospital.

Inspired by similar projects such as Stanford’s Institute of Design, last year an old dialysis lab on the third floor of the Morgan Tower at Florida Hospital Orlando was transformed into a space where employees can come together uncensored and tap into their creative side as problem solvers. The lab officially opened in September of 2011 and is being spearheaded by Karen Tilstra, who serves as the lab’s director. Tilstra completed her doctorate in Innovation and Creativity and has completed extensive research on the concept of design thinking as an innovative approach to problem solving. The main ideas behind the process are: we all have blind spots from which we operate; it’s important to keep an open heart and mind to move beyond habitual thinking; and feedback is a gift.

The lab’s new approach to problem solving is catching on. There are currently 38 active projects being considered. “The Innovation Lab exists to create a culture of innovation for Florida Hospital,” said Tilstra. “Our goal is to create solutions that deliver the exceptional care we envision for our patients.”

For a project to be considered, it must first align with at least one of the hospital’s four business priorities: transform culture, improve clinical delivery, grow and fully develop or create effective physician partnerships.

After the project’s “vitals” are described, it is reviewed by the FHIL’s coordinator, Michelle Cocita, who manages scheduling and helps keep the teams moving through the

process. Cocita was involved in one of the first projects that went through the lab and is now not only part of the team, but one of the lab’s biggest supporters. And to complete the team, Innovation Specialist Thomas Aldinger helps facilitate the many groups that come through its doors and conceptualize new methods for navigating through Design Thinking.

When a project team attends its first session, the first thing they are asked to do is place their name tags on the “Badge Tree” as a symbolic gesture that they have just entered a place where all ideas are valid and it’s okay to move beyond the old ways of looking at things. During the process, don’t expect to passively assume the meeting-mode position. Before you know

it, you’ll find yourself fully engaged, participating in improvisational activities and

munching on “brain food” to stay energized as you learn to think differently.

“I see the FHIL becoming a huge part of the transformation of the hospital,” said Cocita. “When people come to us, they may not necessarily leave with the perfect solution to their problems, but just the fact that they’re in here trying to think about their problems from a different perspective is going to have a huge impact.”

Innovation Lab is a Beaker for Creative Problem Solving

Karen Tilstra, center, leads a team building exercise at the FHIL.

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The Times

Hospitals can be a source of stress and frustration for patients and their families when they are placed at the mercy of values and beliefs that are not their own. Florida Hospital has long acknowledged this challenge, and that is why ensuring all patients receive the best possible care, regardless of their age, gender, race or disability, is a top priority.

It is common for people from other counties to travel to Florida Hospital for health care because of our reputation of providing the finest in medical technology and expertise. This is evident in the number of international patients who come to us from countries that include the Cayman Islands, Honduras, Egypt, Spain and Venezuela. (In 2011, 37 percent of the patients we served were foreigners.)

For the past nine years, Florida Hospital’s cutting-edge diversity initiatives have been led by Louis Preston, Diversity and Inclusion officer/director. Preston and his colleague, Aurora Realin, who serves as the manager for Diversity and Inclusion, have authored books on the subject and are sought-after speakers in the industry. Sandy Campillo-Santos serves as coordinator and plays a critical role in providing support for the department.

Preston has developed nearly 30 courses to educate employees about their role when it comes to issues of diversity. Through training and education, employees gain a better understating of the role they play in the hospital’s mission to provide personalized care to all patients, regardless of their diverse background. Employees are taught to be introspective in relation to the “hows and whys” of their interactions with all people. When departments have a specific diversity challenge, courses can even be customized to better meet their specific needs.

In last year’s Gallup Employee Engagement survey, employees expressed their confidence that

leadership is doing its part in the area of diversity as reflected in their reaction to the C02 statement, “My immediate supervisor is prepared to handle diversity issues relating to age, gender, race and religion.” Their responses drew a score of 4.40 based on a 5.0 scale, which represents a continued increase from a score of 3.78 in 2003.

“Our goal at Florida Hospital is to drill down to the bedside the concept of equity, affirmation, caring, compassion and concern,” said Preston. He admits that since Florida Hospital is a faith-based organization, our approach to matters of diversity may be slightly different than most hospitals. The mission of the Diversity and Inclusion office is: Modeling the Master’s Ministry. “We look to the example of Jesus to fully understand the

concept of ‘servant leadership.’ ” Preston said. “This requires that all employees, regardless of whether they work on the clinical or non-clinical side, see themselves as servant leaders who treat the whole person – body, mind and spirit.”

Meeting the Challenge of Serving a Diverse Patient Population

For more information about Diversity and Inclusion, visit their website at

www.FHDiversityAndInclusion.org.

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Meet the Diversity and Inclusion Team

The Patient Experience: Why personalize it?

On any given day, a health care professional is likely to come in contact with patients representing cultures and religions with which he or she may be unfamiliar. The latest edition of Florida Hospital’s book, “A Desk Reference to Personalizing Patient Care,” has just been released to serve as a guide to better understand how a patient’s background may affect their health care needs. The book provides patient-care information related to 20 of the world’s religions and cultures, seven of the most common disabilities and four generations.

The first edition originated from the Nursing Department in 1997, followed by a second revision by the Diversity and Inclusion Department, and now the printed third edition has been published.

This latest edition has been revised by general editor Aurora Realin, along with several other co-editors, to serve as a resource not just for clinical staff, but anyone who interacts with patients or employees of different cultures, religions or generations, or people with disabilities. Realin and colleagues completed an extensive literature review in the areas of pain management, diet and nutrition, healing environment and end-of-life issues, all of which are included in this valuable resource.

To learn more about the book or purchase a copy, visit www.FloridaHospitalPublishing.com.

Louis R. Preston, Jr., MDiv, CDMOfficer/Director

Louis R. Preston, Jr., is a third-generation pastor and administrator for the Seventh-day Adventist Church. Diversity and inclusion have been part of his life since desegregating both his high school and college. The Adventist World Headquarters sent Preston and his family to quell racial tension for the Adventist Church in England and Scotland. Since coming to Florida Hospital in 2003, he has played a major role in redefining the diversity program. He is passionate about his desire to see Florida Hospital continue to be viewed as a global pacesetter in faith-based health care.

Aurora P. Realin, MBA, CDMManager

Born in the Philippines, Aurora P. Realin and her family moved to Queens, New York, when she was just 13 years old. It was here that she first became aware that people were not respectingone another because of their color or beliefs. It was at that young age she decided to make a difference by personally practicing inclusion. She has been with Florida Hospital since 1998 and considers it a privilege in her current role to advocate for diversity and continue to foster inclusion by building relationships with Florida Hospital’s patients and employees.

Sandy Campillo-Santos, BSCoordinator Sandy Campillo-Santos was born in Chicago, where she was raised by Cuban immigrant parents who valued a life of opportunity for their three children. She says mentoring the youth at her church brings her great joy, especially when she sees them return to the church to mentor other young people following their graduation. Campillo-Santos has been employed by Florida Hospital since 2007 and today serves as the coordinator for Diversity and Inclusion, where she provides support and helps people understand their value and potential at Florida Hospital.

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The Times

You make Florida Hospital a great place to work!By Jeremy Robinson

Later this month, employees will be asked once again to participate in our annual Employee Engagement survey

administered by the Gallup Organization. You will begin receiving friendly reminders to complete the survey via FH TV

News, Energizers and on Insite. A little friendly competition may even develop among various departments to encourage

your participation. Here are some frequently asked questions about the survey:

Why the survey?The 12 Elements of Engagement have been proven

to be effective over five decades of research by

the Gallup Organization. These are the issues that

matter most to employees, including you. Florida

Hospital believes that it’s important for us to survey

and focus our energy on these elements each year,

in order to create and maintain a great place to

work for you and your team.

The survey results help your supervisor get a

better picture of your team’s engagement journey.

While the survey is helpful, what’s most important

is that we use the results to understand what is

important to you, and together maintain a great

workplace. Each year, more than 85 percent of

employees at Florida Hospital choose to participate in the survey. And during the past several years, our consistently

improving results show that employees at Florida Hospital are more engaged than ever before.

Why do we partner with Gallup?The Gallup Organization surveys more people than any other company in the world, and Florida Hospital continues

to partner with this organization they bring credibility, conduct world-class research and can administer the Employee

Engagement survey confidentially so that you can share your honest opinion.

What can I do?Read through the 12 Elements of Engagement and ask yourself what they mean to you. In order for your leader to meet

your needs and expectations, you must first identify with him/her on a personal level.

Participate in the Employee Engagement survey, which runs from July 29, 2012, to August 19, 2012. The survey will

“The more you believe in your own ability to succeed, the more likely it is you will.” Shawn Achor, The Happiness Advantage

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be available at http://fhsurvey.com or

on the Intranet under “Quick Links.” Your

feedback helps your supervisor to know

what is most important to you and your

team.

Ultimately it’s a personal journey. You

are a unique human being, and you bring

an amazing blend of passion, talent and

skills to Florida Hospital each and every

day. Our patients, customers and team

members experience our mission more

deeply when your heart is fully engaged,

when your leader knows what’s important

to you, and when together we continue to

make this a great place to work.

You make Florida Hospital a great place to work!

The Q12 Elements of EngagementThe Key Indicators of Your Success at Work

Q01 I know what is expected of me at work.

Q02 I have the materials and equipment I need to do my work right.

Q03 At work, I have the opportunity to do what I do best every day.

Q04 In the last seven days, I have received recognition or praise for doing good work.

Q05 My supervisor, or someone at work, seems to care about me as a person.

Q06 There is someone at work who encourages my development.

Q07 At work, my opinions seem to count.

Q08 The mission or purpose of my company makes me feel my job is important.

Q09 My associates or fellow employees are committed to doing quality work.

Q10 I have a best friend at work.

Q11 In the last six months, someone at work has talked to me about my progress.

Q12 This last year, I have had opportunities at work to learn and grow.

EMPLOYEE ENGAGEMENT It’s all about you.

I CREATE THE EXPERIENCETake the survey from July 29 through August 19, 2012. Visit the Florida Hospital intranet, http://FHSurvey.com or call (866) 751-7127.

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The Times

How will we get to a Healthy 100?Go for the GOLD!

With the summer Olympics approaching, we are reminded of the importance of setting goals and the personal

commitment it takes to achieve them. Every Olympian started with a goal in mind, and through focused training, they

were able to make their dreams a reality. What goals have you set for yourself, your health, your family or your work?

The first step in accomplishing your goals is knowing your starting point. Getting to where you want to be requires

knowing where you currently

stand.

The most important part

of any journey is making the

commitment to start. The Health

Risk Assessment (HRA) will aid

you in taking the first step by

providing you with your baseline

health status.

Florida Hospital is dedicated

to our mission of extending the

healing ministry of Christ. That

is why it is important that we

start by taking care of ourselves

so that we can give the best to

those we care about most -- our

families, our teams, our patients

and our organization.

How can you help our Florida Hospital team go for the GOLD and get to a Healthy 100?

1. Commit to beginning your Healthy 100 journey by completing the HRA. This will not only help you understand

your personal health status, but also serves as a commitment to your family. It is symbolic of your commitment to

reaching your goals.

2. Tell your co-workers about how their participation will help Florida Hospital reach our goal.

3. Be on the lookout for fun, campus-based events, and don’t forget to bring a friend.

And please remember, your privacy is important to us. We have robust privacy agreements in place with our partners.

As your employer, we do not see any individual responses to the HRA. We only receive aggregate (combined) data so that

we can constantly analyze and improve the programs we offer you.

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Celebrate! By Sherri FlyntManager of the Center of Nutritional Excellence

Summer and celebrations just seem to go hand-in-hand. And you can now add another celebration to your list – MyPlate’s birthday.

June marked one year since the release of MyPlate (the icon based on the Food Pyramid). To honor its first birthday, the United States Department of Agriculture released 10 tips for planning celebrations. Here are some of them to help you add a healthy twist to your summer celebrations:• Tweak your favorite celebration recipe by

reducing the amount of sugar, salt and fat that is called for. Replace some of the fat with pureed fruit. Use spices such as vanilla, cinnamon and nutmeg for sweetness. And try herbs, especially fresh, for flavor instead of salt.

• Splurge on colors and textures. Think contrasting colors such as a salad with yellow corn, black beans and tomatoes. Use salsa as a dip instead of the traditional creamy versions. Freeze blueberries and grapes for a cool, crunchy treat.

• Rethink your drink. Instead of offering only fruit drinks and sodas, try “homemade soda” made from club soda and 100 percent fruit juices. Make water more festive by freezing strawberries or fruit juice to make ice cubes.

• Don’t forget to add some activity to your celebration. Plan activities that will get everyone moving. Whether it’s dancing, playing a lively game of volleyball, or just wiggling and giggling, add movement to your celebrations for a fun way to get healthy.

• Change the focus of your celebration. Food and drinks will always be part of our celebrations. But rethink making them the center of the occasion. Instead, focus on people and activities that will get them moving and bring them together.

With a bit of planning, you can make your summer celebration fun with a dash of “healthier” thrown in. For more celebration ideas, visit www.MyPlate.gov. For more great deals, visit www.FHRewards.com

FloridaHospitalRewards.com Your Official Source for Merchant Deals and Discounts

ACAJ Salon — Prepare to be blown away (no pun intended)! Florida Hospital employees save 30 percent off their first visit and 20 percent off return visits. Located in Maitland, ACAJ Salon offers women’s and men’s cuts, styling, color services, Keratin treatments, relaxers, perms, manicures/pedicures, waxing and more. Call (321) 972-2102 or visit FHRewards.com for details.

Rocky’s Retreat Canine Health and Fitness Center — Rocky’s Retreat is a full-service health and fitness center for dogs, offering aqua therapy and recreational swims, doggie day care, massage, weight-loss programs, educational workshops and classes and more. Florida Hospital employees (and their dogs) save up to 50 percent off first swim and 20 percent off all other canine services, excluding doggie day care and special programs. Visit FHRewards.com for more information.

Scrubs and Beyond — Shop the latest nursing uniforms and medical scrubs from the brands you know and love. Florida Hospital employees save 15 percent off orders of $200 or more. Simply visit FHRewards.com, click on the Scrubs and Beyond link, then enter Coupon Code WCJ15200 at checkout.

Stanley Steemer — Have kids, pets or years of foot traffic left your carpet dirty? Save 20 percent off all cleaning services when you show your Florida Hospital identification. Serving Orange, Osceola, Volusia and North Brevard counties, Stanley Steemer cleans carpet, upholstery, tile, hardwood/laminate floors and air ducts. Visit FHRewards.com for locations and details.

Tony Roma’s — Do you like ribs, fresh salads and BBQ chicken? Enjoy 15 percent off any meal at Tony Roma’s when you present your Florida Hospital ID. Tony Roma’s offers full-service and drop-off catering to the greater Orlando area. Visit FHRewards.com for locations and details.

Wet ‘n Wild — Summer is here! Enjoy Orlando’s most thrilling water park and take advantage of special ticket prices. With world-class rides and an experience the entire family can enjoy, Wet ‘n Wild has something for everyone. Single-day admission is only $30.95 plus tax (regularly $48.99). Visit FHRewards.com to download and print the discount flyer.

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$0 Co-Pays for Florida Hospital FHHS Members

Florida Hospital is happy to provide our employees with comprehensive primary care options for you and your family at no out-of-pocket cost. With four practice locations we offer the convenience of quality health care right where you work, when you need it. If you and your family are enrolled in the Florida Hospital health plan administered by FHHS, our practices will waive your co-payments. In effect, it’s like having $0 co-pays!

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Medicine SpecialistsPatients ages 18 and over 2501 N. Orange Avenue Suite 235Orlando, FL 32804(407) 303-7270www.MedicineSpecialistsFH.com

Centre for Family Medicine133 Benmore Dr., Suite 200Winter Park, FL 32792 (407) 646-7070www.CentreforFamilyMedicine.com

Center for Pediatric Care Patients ages 0 - 187975 Lake Underhill Rd, Suite 120Orlando, FL 32822(407) 303-6830www.CenterforPediatricCare.com

Center for Family Care7975 Lake Underhill Rd., Suite 200Orlando, FL 32822(407) 303-6830 www.CenterforFamilyCare.com

For more information or to schedule an appointment please contact one of the offices listed above.

Services Include: • Same-day care for minor illnesses and injuries • Annual physical exams • Immunizations and preventative health care visits• Minor surgeries and procedures • Cancer prevention screenings• Skin care • Management of simple or complex medication regimens • Chronic condition management • Inpatient treatment at Florida Hospital locations

MEDEDU-12-8099 $0 Co-pay Flyer-2.indd 1 6/14/12 12:43 PM