Do these phrases seem familiar? They are the messages that greet us as we pass through the employee entrance to the hospital. Such simple words, but what a powerful statement. Health care is a personal, emotional business. Whether intentional or by chance, every patient we encounter has a memorable experience with us, good or bad. From routine check-ups to the moments when lives are changed forever, our patients and their loved ones deserve an experience that is compassionate, respectful and exceeds their expectations – each and every time. The promise to deliver exceptional, reliable healthcare requires a clear vision, a clear mission and a clear set of expectations that each of us deliver upon every day.

During a recent planning session, the Senior Leadership Team worked together to develop a statement that captures our purpose – both as people-centered organization and as a highly reliable health system.

“We commit to service excellence and highly reliable care to build a trusting relationship with all we serve. Patients will want to come here and people will want to work here, because you create an excellent CaroMont Experience by demonstrating our CARES values in your behaviors and actions.”

With that promise in mind, we will spend the next several months working to realign and refocus our purpose through two key initiatives – reviewing and revising our corporate mission and vision and implementing service excellence training for every member of our workforce.

Revisiting our Mission and Vision

A corporate mission and vision helps guide organizations both now and into the future by identifying priorities and ensuring operational focus is clear and well developed. Over the next several weeks, your leaders will review our current mission and vision and determine what adjustments should be made to help guide CaroMont Health and ensure it remains a strong, independent health system.

Service Excellence – Creating the CaroMont Experience

The need for consistent, exceptional customer service across all parts of the health system is something Senior Leadership believes is very important for our continued success as a health system. To help define the CaroMont experience and provide the best patient experience in the region, we have partnered with HealthStream, a national leader in patient research and workforce development, to build a customer service program that integrates our CARES (compassion, accountability, respect, excellence, safety) values and the principles of high reliability. While HealthStream and others will help us plan and implement the program over the next 12 to 18 months, this will truly be a CaroMont Health journey filled with opportunities for feedback, training and recognition for employees at all levels of the organization.

February 7 , 2018

Chiefs’ ChatterNews & Notes from Senior Leadership

Message from the CEO: Creating the CaroMont ExperienceHow we care is why they trust us. How we care is what they remember.

How we care is what they talk about. How we care is what makes us different.

continued on page 2

February 7, 2018Chiefs’ Chatter News & Notes from Senior Leadership

Join an Upcoming CEO Huddle Before we begin this journey, I'd like to have the opportunity to share plans for the future and hear your

thoughts on how we can move CaroMont Health forward - together. I hope you will join me at one of the

Huddles listed below.

Wednesday, February 21 at 7:30 a.m.

Wednesday, February 21 at 12:30 p.m.

Tuesday, March 6 at 6:30 p.m.

Thursday, March 8 at 12:30 p.m.

Tuesday, March 13 at 5:30 p.m.

Wednesday, March 21 at 7:30 a.m.

All sessions will be held in the Auditorium at CaroMont Regional Medical Center.

All CaroMont staff, medical staff and volunteers are invited to attend.

Good Catch: Korrine CortezKorrine Cortez, Registered Nurse on the Progressive Coronary Care Unit, was helping discharge a patient who began experiencing significant shortness of breath while walking. Korinne learned the patient worked in a field that required a good deal of walking, so the issue was irregular for the individual. She questioned the discharge orders and a cardiology consult was ordered, which resulted in the discovery that the patient needed a heart stent. Thanks to Korrine’s care and conversation with the patient, she helped save their life.

The Good Catch Award recognizes employees for their contributions to the Patient Safety Program. For more information about the Good Catch Award or to nominate someone who has made a Good Catch, please visit the Patient Safety page on CHIP.

February 7, 2018Chiefs’ Chatter News & Notes from Senior Leadership

In 2015, CaroMont invited our patients and community to find out how we care; and after three successful years, the positive response and widespread recognition the campaign has received has only grown to exceed our expectations. As we continue to tell our story in 2018, we’ve created some new television commercials and advertising that we are excited to share with you.

This year, the campaign transitions from a focus on localized care to a fresh perspective on who we are and what it means to be part of CaroMont Health, highlighting the remarkable, highly advanced procedures happening in our halls every day—while never losing sight of the compassionate, personal care that sets our organization apart. This year’s campaign tells a story that resonates deeply with our community: at CaroMont Health, every advanced procedure is for a person. Every provider knows their patients by name. Great care is never routine—and every day at CaroMont Health is extraordinary.

While our first TV spot aired after the Super Bowl during ‘This Is Us,’ we invite you to preview the rest of the new campaign at findouthowwecare.org, and continue to check back in as we roll out more advertising in the coming months.

Find Out How We CareNew Television Commercials, Ad Campaign Launching for 2018