Milford Regional Medical Center, Inc. 2010 Report to the Community

Quality: The Definition of Our Success

hile quality care as a concept has been a driving force at Milford Regional

Medical Center since its inception more than a century ago, the singular focus

on quality healthcare, its definition and measurement, reached a new level in 2010.

Armed with a new science of quality measurement, along with a national initiative

to report on reliable, uniform benchmarks in healthcare delivery,

Milford Regional approached this focus with laser-beam precision.

Milford Regional defines its success by the quality of the care we

deliver. The entire administrative, medical and patient care team uses

a common definition of quality care. For Milford Regional, quality

means safe, effective, patient-centered, timely, efficient and

equitable care.

With this precise definition and an array of measurement

techniques that provide valuable patient satisfaction and clinical

measures, Milford Regional has spent the year building and enhancing

our services based upon their findings. These measures have given

direction in training our staff to deliver the highest quality care as defined

by patients. They have also provided clinical data that serves as a critical tool

in performance improvement. Guided by this intense focus on quality, investments

have been made in personnel, technology, systems and equipment to better

deliver care. This report outlines the exciting developments that our quality

efforts have made in the past year.

In 2010, Blue Cross recognized

Milford Regional as one of only

two hospitals in the state that met

100% of all pay for performance

measures including patient satis-

faction; clinical measures; board

governance (their involvement

in quality) and national

quality benchmarks.

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Roger V. CalareseChairman, Milford Regional

Medical Center, Inc.

Francis M. SabaCEO, Milford Regional Medical Center, Inc.

Mark C. Skiba, MD, PhDPresident of the Medical Staff,

Milford Regional Medical Center, Inc.

Edward J. KellyPresident, Milford Regional

Medical Center, Inc.

Philip J. CiaramicoliPresident, Tri-County

Medical Associates, Inc.

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Our fundamental missionat Milford Regional Medical Center (MRMC) is to

provide quality care and services to our patients and

their families in a compassionate and respectful way.

All of our caregivers and service staff at the hospital,

Tri-County Medical Associates and in our home

health agency work diligently to fulfill this mission.

Quality and patient satisfaction drive everything

that we do.

Staying focused on our basic mission is even more critical

these days in the increasingly complicated and uncertain

world of healthcare. Healthcare Reform initiatives at both

the federal and state levels include new payment and delivery

models that reward defined outcomes, measurable quality

and lower costs. Although the model and payment methods

are not yet clearly defined, patients, payers and businesses are

demanding value; that is, high quality and cost effective care,

for the healthcare dollars that they spend. The historical trend

of ever rising healthcare costs is unsustainable. Institutions like

ours, along with our physicians, will be paid more and more

on the basis of performance, improved coordination of

care, quality and low cost.

At MRMC we recognize that improved quality leads to lower

costs; and as a result, we are moving thoughtfully and aggres-

sively to strengthen and improve the structure and systems

that are currently in place to measure quality and produce

excellent outcomes.

Our organization’s quality focus starts at the top. The Board of

Trustees, as stewards of Milford Regional Healthcare System,

has established quality as one of our top strategic priorities.

Through monthly meetings and the involvement of commit-

tees such as the Board’s Patient Care Assessment Committee,

the Board regularly monitors the quality of the Medical Cen-

ter’s programs, services and staff. The Board has also allocated

additional resources to our quality department.

Our medical staff and its leadership work tirelessly to ensure

the quality of the services they provide. They systematically

evaluate new providers to our system, conduct ongoing peer

review of their colleagues and, through the Medical Executive

Committee and department meetings, routinely evaluate the

quality of care and services provided by the members of our

clinical departments. With the help of our nursing and case

management staffs, our Performance Improvement Com-

mittee works closely with the medical and nursing staffs to

measure and enhance care.

As you will read in this year’s Annual Report, Milford Regional

achieved many milestones in regard to quality benchmarks

during FY 2010. Through a system-wide, multidisciplinary

team effort, our institution scored exceedingly well in our

Pay for Performance (P4P) measures, leading to improved

reimbursement from various payers. Our physician company,

Tri-County Medical Associates, received numerous recogni-

tions and high honors from several outside organizations

for its quality primary care services and its management of

chronic illnesses. Many of our physicians at the Medical Cen-

ter were again selected by area residents as the region’s top

healthcare providers. Our VNA and Hospice of Greater Milford

was honored again for its clinical achievements and high

patient satisfaction.

Milford Regional also received the Joint Commission’s ac-

creditation and Gold Seal of Approval for meeting national

healthcare standards on quality and safety. And, one of our

most significant initiatives for 2010, the implementation of

Computerized Provider Order Entry (CPOE) was achieved

through the combined efforts of our physicians, nurses

and other professional staff. Installation of CPOE is one

of the final, critical steps in the development of the fully

electronic medical record.

All of these accomplishments occurred despite what was

a difficult financial year for our organization. In FY 2010, a

weak economy and generally flat patient volume prevented

our organization from meeting its budgeted goals. Extensive

efforts were initiated to bring down costs and improve

efficiency while maintaining the focus on quality. These cost

control efforts will continue as we prepare for the significant

changes expected in our industry.

Though there is great uncertainty regarding the future of

healthcare payment reform, Milford Regional’s future is solid,

in large part because of the commitment of our community,

physicians and staff. We feel very fortunate to have such

dedicated physicians and staff and a generous and supportive

community. One very noteworthy example of our community’s

support was the smashing success of this year’s Mélange

event, an annual fundraiser organized by the Milford Re-

gional Healthcare Foundation. This year’s event, through the

generosity of many sponsors and donors, generated a record

breaking half million dollars for our organization.

We are grateful to our community, physicians and staff for

their support of our mission and their loyalty to our orga-

nization. And, because of this dedication, we look forward

optimistically to what is shaping up to be a very interesting

future for the healthcare industry.

Francis M. Saba CEO / Milford Regional Medical Center, Inc.

Medical Staffhen it comes to quality care, Milford Regional’s medical staff is the engine that drives our success.

Milford Regional looks to the expertise of department chairs and medical staff leadership for guidance and direction in the planning and development of programs and services. The medical staff leadership also provides oversight of physicians’ credentials, qualifications and performance through stringent evaluations of new and established physicians. They ensure the hospital’s continued growth and success through their tireless involvement on the corporation’s initiatives, committees and boards. Through the years, Milford Regional’s medical staff has consistently raised the bar to exceed the norm. It is no surprise that Milford Regional’s medical staff received awards and recog-nitions by the medical community and patients in 2010.

Physician AwardsIn 2010, four Milford Regional physicians were recognized for excellence in their fields.

Dr. Kate Burke was recognized with the Outstanding Educator and Leader Award from University of Massachusetts Medical School emergency medicine residency for teaching a new generation of emergency medicine residents that “you can always make a difference.”

Dr. Anthony DeMarco received the Community Faculty Educator Award from University of Massachusetts Medical School for demonstrating sustained excellence in undergraduate medical education.

Dr. Tatiana Lingos co-authored two publications in Medical Physics and was selected by her peers to be included in Best Doctors®, Inc.

Dr. Karen Sadler received the 2010 Locke Award for Excellence in Clinical Teaching from Partners Healthcare System. Dr. Sadler serves as an assistant clinical professor at Harvard Medical School.

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Family Medicine AssociatesSteven Bornstein, DOPatrick McSweeney, MD

Franklin Family PracticeRichard Daly, MDCheryl Hardenbrook, MDElena Smagina, MD

Sonia Ortiz-Pagan MDBreast Surgery UMass Memorial at Milford

David Magit MDOrthopedic Surgery UMass Memorial at Milford

Wirasat Hasnain MDInternal Medicine Tri-County Medical

Sandeep Sharma MDCardiology Fallon Clinic

Matthew McCauley DOInternal Medicine Tri-County Medical

Fuad Said MDInternal Medicine Tri-County Medical

Eric Matthews DOInternal Medicine Tri-River Family Health Center

Deborah Derderian DOInternal Medicine Tri-County Medical

Peter Orio DORadiation Oncology Brigham and Women’s

M. Catherine Burke, MDEmergency Medicine

Karen L. Sadler, MDAdolescent Medicine

Tatiana I. Lingos, MDRadiation Oncology

Anthony M. DeMarco, MDPulmonary & Critical Care

Primary Care/PediatricianRegional Gold Regional Silver

Franklin Pediatrics John Pandiscio, MD

Regional Bronze

Colleen Murphy, MD

Bellingham #1 Choice

Bradley Harris, MD Ann Rickert, MD

Bellingham Honorable Mention

Michael Pescatello, MD

Franklin #1 Choice

Franklin Pediatrics

Franklin Honorable Mention

Cheryl Hardenbrook, MD Luis Carreiro, MD Monica Woodward, MD

Medway Honorable Mention

Patrick McSweeney, MD Wendy Collins, MD

Milford #1 Choice

Colleen Murphy, MDMilford Honorable Mention

Monica VanCampen, MDNorthbridge #1 Choice

Reynold Dahl, MD Carrie DiRamio, MDUpton #1 Choice

Donna Krauth, MDUxbridge #1 Choice

Tri-River Family Health CenterUxbridge Honorable Mention

Joseph Antaki, MD

Tri-County Medical Associates’ AchievementsIn line with Milford Regional’s emphasis on quality, Tri-County Medical Associates (TCMA - the corporation’s

physician practice group) concen-trated their energies on providing thorough and complete care with a focus on preventive medicine in 2010. Their efforts were proven to be successful in quality

measures that ranked them among the top healthcare providers in Massachusetts.

2010 Tufts Health Plan Blue Ribbon PhysiciansThe following TCMA physicians earned the 2010 Tufts Health Plan Blue Ribbon designation, which is deter-mined by the clinical quality measure data and medical group definitions from Massachusetts Health Quality Partners (MHQP). This recognition was awarded to approximately the top 25% of eligible primary care and primary care/specialist providers.

Blackstone Valley Family PhysiciansReynold Dahl, MD

Bellingham Medical AssociatesRanjan Chowdhry, MDAnn Rickert, MD MHQP Award for Diabetes ManagementTCMA was also recognized by MHQP for diabetes management with their physicians excelling in the areas of HbA1c test (95.3% score) and cholesterol (LDL-C) screening test (97% score), as well as tests to monitor kidney disease (92.3% score). They received a 4-star rating for each quality measure. The 4-star rating means the rate was above the three benchmarks that MHQP uses to rank each medical group, which includes the MHQP statewide rate, the 90th percentile and the national average.

Growing Medical StaffThe quality of a healthcare institution is tied to the caliber and expertise of its medical staff. In 2010, Milford Regional and the community benefited from nine incoming physicians, many of whom expanded and enhanced our partnerships with leading healthcare facilities across the state. We are pleased to welcome these outstanding physicians to Milford Regional’s medical staff.

Benchmarks

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s a key piece of Milford Regional’s quality initiative in 2010, the performance improvement (PI) department

underwent some changes and expansion to include more clini-cal expertise in the quality process. To lead the charge, Jennifer Childs-Roshak, MD, MBA, was hired to fill a new position as medical director of quality, and a nursing clinical abstractor position was created. Because of these enhancements, the PI department has been better able to facilitate front line staff’s focus on high-quality, patient-centered care with a total focus on qual-ity, safety and service. Looking forward, future investment in a new automated quality reporting system to improve data collection and usage demonstrates Milford Regional’s ongoing support of quality initiatives. As the business of healthcare shifts, hospitals with higher quality and improved efficiencies will serve patients better and be more fiscally sound. Milford Regional has taken this year to invest in the Medical Center’s future by putting the tools and people in place to ensure success in both areas.

What is Pay For Performance (P4P)? In an effort to reduce cost and improve quality, insurers with P4P contracts withhold a significant amount of reimbursement

Milford Regional’s performance improvement (PI) department includes (left to right): Annette Roberts,

PI/quality manager; Kim Munto, director of risk management; Susan Howe, administrative assistant; Jennifer Childs-Roshak, MD, MBA, medical director of quality; William Muller, MD, FACP, vice president

of medical affairs; Pam Vaccari, clinical data abstrac-tor; Cathy O’Connell, patient liaison; and Michelle

Barry, clinical data analyst.

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Patient SatisfactionMilford Regional’s performance is measured by patients’ expe-riences as well as clinical data. External surveys administered and tabulated by third-party research and data expert Press Ganey measure patient satisfaction after in-patient stays. In these surveys from July 1, 2009 – Sepember 30, 2010, patients gave Milford Regional an impressive rating of 91% in the overall care they received and their likelihood to recom-mend the hospital to others. In addition to the Press Ganey surveys, which are used to determine financial reimbursement and national benchmark-ing, many Milford Regional departments conduct surveys on their own to find new opportunities for improvement. Two examples of these efforts in 2010 were: Anesthesia: In this department’s own patient satisfaction survey, feedback is solicited through questions including, "If you were to require another operation, what advice might you give us to improve your care?" The responses have been overwhelmingly positive (see example above). Maternity: In February, the maternity department’s own patient satisfaction survey revealed a 95% patient satisfaction rating. However, in a continuous effort towards enhancing the patient experience, they took additional measures to improve patient care by developing a global family-centered approach that involves the same nurse caring for mom and her newborn, as well as obstetricians, anesthesiologists and pediatricians working together as a team to ensure continuity of care. Reading materials were also created to help familiar-ize moms with the team members.

Safety & Patient Experience Improvement Many quality projects are initiated without the prompt of a survey. To prevent patient falls, Milford Regional nurses began to make patient rounds hourly in 2009. This measure not only reduced falls, but also improved the overall patient experi-ence, including pain control.

which is then distributed back based upon the Medical Center meeting clinical and patient satisfaction bench-marks. Milford Regional’s P4P contracts include clinical as well as patient satisification measures. Milford Regional received on average close to 90% of all P4P payments from health insurance companies based upon patient satisfaction benchmarks.

Harvard Pilgrim Hospital Honor Roll 2010Milford Regional’s performance was also recognized by Harvard Pilgrim to be in the top 25% of those measured nationally on a set of composite clinical quality, efficiency and patient experience measures. Milford Regional achieved this honor by meeting all clinical benchmarks in heart attacks, heart failure, pneumonia and surgical infections averaging a combined 95% in all areas.

Blue Cross RecognitionBlue Cross recognized Milford Regional as one of two hospitals in the state that met 100% of all P4P measures including patient satisfaction, clinical measures, board governance (their involvement in quality) and national quality benchmarks.

Case Study Selected for National ConferenceMilford Regional’s focus on quality was recognized nationally this past year when their case study on a quality improvement project was selected as one of three winners in a competition organized by The Quality Indicator (QI) Project. This national quality data company collects quality data from hospitals to report into Medicare/CMS. Milford Regional’s winning case, Improving Surgical Infections (SCIP): Multidisciplinary Teamwork to Achieve Better Results, was presented by Dr. Roshak at the QI Project’s National Participants Conference in Baltimore, MD.

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"I've had many surgeries at two other hospitals and none can even compare. I was made to feel at ease and experienced no anxiety or concerns about my care whatsoever. I actually enjoyed the experience. A great group of professionals."

Milford Regional Surgery Patient

ilford Regional's reputation for quality cancer care expanded in 2010 with new specialists joining

the staff, visitors touring from the finest cancer institutes in the United States and around the world, the Cancer Center attracting singular attention from one of the nation's finest public television stations and The Breast Center at Milford Regional earning national accreditation.

Expanded Services The spectrum of cancer care expanded at Dana-Farber/Brigham and Women’s Cancer Center at Milford Regional (DFBWCC) in 2010. Oncology specialists from Dana-Farber began to see patients monthly at the Cancer Center to ad-dress breast, genitourinary, gastrointestinal and urological cancers including those of the stomach, prostate and bladder. Plus, the Cancer Center expanded its support services for pa-tients who have completed treatment with the addition of a Survivorship Clinic. Here, patients find a caring and supportive environment to discuss what they have experienced and what to expect in the future. International, Regional & Media AttentionThere is no greater measure of quality care than through the attention of others. In August, Milford Regional and DFBWCC hosted a contingent from Memorial Sloan-Kettering Cancer

Center in New York City (ranked #2 in the nation for cancer care). These leaders in oncology were interested in touring the Cancer Center and learning more about the successful collaboration between Milford Regional and DFBWCC in bringing world-class cancer care to the suburbs.

Cancer Care

The linear accelerator at DFBWCC provides radiation treatments for patients with cancer by delivering a uniform dose of high-energy X-ray to the patient's tumor.

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With a proven track record of providing world-class care to the community since the Cancer Center first opened two years ago, public broadcasting powerhouse WGBH-TV took notice in 2010. They were interested in the collaboration be-

tween Dana-Farber Cancer Institute (DFCI) and Brigham and Women’s Physi-cian’s Organization to establish com-prehensive cancer care satellites with healthcare organi-zations outside of Boston. And since the Cancer Center at Milford Regional

was recognized as one of their premier sites, attention turned to Milford when WGBH-TV decided to produce an episode highlighting the success of this venture on their weekly televi-sion series, Greater Boston.

Breast Center Receives National AccreditationMilford Regional’s reputation for being on the forefront of quality care was reaffirmed in 2010 when Dr. Renée Quarter-man and her team at The Breast Center at Milford Regional became the third breast center in Massachusetts to achieve accreditation through the National Accreditation Program for Breast Centers (NAPBC). The NAPBC strategically built its reputation as the consummate authority on diseases of the breast by creating a national consortium of leaders from the major disciplines that routinely work together to diagnose and treat breast disease. Working toward one goal, this multidis-ciplinary group mutually defined 27 program standards and 17 program components of care that collectively provide the most efficient and contemporary care available for patients diagnosed with diseases of the breast. Through careful program development, Dr. Quarterman led The Breast Center at Milford Regional through a rigorous evaluation and review of its performance and compliance with NAPBC standards to achieve this recognition in 2010. This assures women and men with breast health concerns in this community that they are receiving the highest level of care in the nation.

Royalty from Jordan and a global task force on expanding cancer care to developing countries are pictured with DFBWCC physicians and Milford Regional’s administration following their visit at the Cancer Center.

A contingent from Memorial Sloan-Kettering Cancer Center in New York City are pictured with DFBWCC physicians, staff and Milford Regional’s administration following their tour of the Cancer Center.

In addition, Her Royal Highness Princess Dina Mired of the Hashemite Kingdom of Jordan, in her role as director-general of the King Hussein Cancer Foundation and honorary co-president of the Global Task Force on Expanded Access to Cancer Care and Control, toured the Cancer Center with a group of colleagues in June. This visit was part of their man-date to design, implement and evaluate innovative strategies for expanding access to cancer prevention, detection and care to developing countries. Princess Dina's visit to Milford sought to promote an exchange of knowledge and expertise on cancer care delivery, and learn about various aspects of satellite development to provide advanced cancer care in a community setting.

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WGBH-TV spent a day filming at the Cancer Center and interviewed Francis M. Saba, Milford Regional’s CEO; Lawrence N. Shulman, MD, chief medical officer, senior VP for medical affairs and division chief of general oncology at DFCI; and two patients. Dr. Shulman (pictured above) was then further interviewed on the Greater Boston program.

Investments

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uality healthcare requires continuous investment in strategic initiatives. This year Milford Regional

allocated funds to enhance patient care in a variety of impor-tant areas including laboratory services, cardiovascular, central services and a $3 million investment in Computerized Provider Order Entry (CPOE). All of these investments have made healthcare at Milford Regional more accessible, safer, efficient and of the highest quality for patients in our community.

The Final Phase: CPOEThe transition to a fully electronic medical record at Milford Regional began more than five years ago. Prior to implement-ing CPOE this year, Milford Regional had successfully completed projects involving nursing documentation, medication adminis-tration and coding of allergies and adverse drug reactions. The success of those projects set the stage for CPOE, which allows physicians to enter patient orders directly into the computer sys-tem. This new process replaces traditional handwritten orders and reduces the risk of transcription errors. CPOE also provides prompts known as clinical decision support which minimizes

the chance of drug allergies or interactions and assures that orders comply with evidence-based guidelines. Through the intensive efforts of many, Milford Regional is well on its way to compliance with the Massachusetts mandate that CPOE be implemented in all acute care hospitals statewide by October 2012. With the 24/7 support of nursing informatics, the formal role out of CPOE commenced in late April, 2010. Less than eight months after implementation, over 70% of orders were being entered directly by Milford Regional physicians, putting MRMC in the forefront of this critical healthcare initiative. The major investment of resources involved in achieving this success will pay dividends by improv-ing patient care and safety now and into the future.

New EquipmentA little known department, central services carries big respon-sibilities in the area of patient safety. Their sole purpose is to make sure that all surgical instruments are sterile. Not only do they put every surgical tool through a washer/disinfector unit, they painstakingly inspect each one afterwards to ensure its cleanliness. Then, sets are assembled in heavy, water resistant paper and placed into steam sterilizing units. Recognizing the critical role sterilization plays in preventing infection, Milford Regional invested half a million dollars to upgrade the sterilizing units. Plus, the new sterilizers reduce energy cost with a water saving component that recycles up to 70% of the water consumed. A 355 gallon per cycle use will now be reduced to 120 gallons.

Q In 2010, Milford Regional also continued to invest in the cardiovascular department with a new $300,000 cardiac ultrasound unit. This cutting edge equipment provides the very latest imaging technol-ogy ensuring the most accurate and comprehensive cardiac diagnostics available.

Laboratory ExpansionWith a keen eye on patient care and convenience, Milford Regional continued to expand its off-site outpatient lab facilities to include eight locations. Two new lab sites in Milford and Mendon now join those in Franklin, Hope-dale, Hopkinton and Whitinsville. Hours of service were extended to provide greater access for area residents and employees of businesses who find it preferable to have lab work done on lunch hours or before and after work. Laboratory services were also expanded into area nursing homes to accommodate the needs of their patients.

At the end of 2010, over 70% of Milford Regional physician orders were being entered directly into computers. This places MRMC into the forefront of Massachusetts’ hospitals implementing a completely electronic medical records system. Pictured is William Muller, MD, FACP.

Milford Regional’s emphasis on patient safety and quality care can be seen with the half million

dollar purchase of surgical instrument sterilizers and a $300,000 cardiac ultrasound unit in 2010.

Pictured right: Danielle Rotella, central services tech, places surgical instruments into one of

MRMC’s new sterilizing units. Pictured above: Dina Oliver, RDCS, echo technologist, performs a

cardiac ultrasound test on a patient.

Patient convenience was top of mind with the addition of two off-site labora-

tory locations in 2010. There are now eight off-site locations to serve you.

Pictured right: Angela Valencia, lab sup-port coordinator at Milford Regional’s

lab location in Hopedale, prepares a blood draw with patient Paul Parisi.

Tri-County Medical Associates, Inc.2010 Board of Trustees

OFFICERS

Roger V. CalareseChairman

Louis P. BertonazziClerk

Philip J. CiaramicoliPresident

Statement of Revenues and Expenses

Milford Regional Healthcare Foundation, Inc.2010 Board of Trustees

OFFICERS

William G. BurrillChairman

John J. BurnsVice Chairman

Francis M. SabaPresident

Edward J. KellyTreasurer

Milford Regional Medical Center, Inc. (Consolidated) Fiscal Year October 1, 2009 – September 30, 2010

2009 2010 Audited Audited

Total Operating Revenue 224,473,196 230,684,796 Salaries, Wages & Benefits 129,692,387 137,122,199 Supplies & Expenses 60,108,945 62,946,730 Depreciation 10,118,045 10,412,922 Interest 4,673,976 4,531,349 Bad Debt & Free Care 13,058,374 14,060,137Uncompensated Care Pool Assessment 2,443,428 1,962,579

Total Operating Expenses 220,095,155 231,035,916

Income (Loss) from Operations 4,378,041 (351,120) Non-Operating Revenue 487,811 1,017,150

Total Income (Operating & Non-Operating) 4,865,852 666,030

This annual report is a publication

of the Milford Regional Public Relations

and Marketing Department.

Terri L. McDonald Director of Public Relations & Marketing

Kathy Marceau Marketing & Website Coordinator

John Ferrarone, Gustav Freedman, Kathy Marceau & Terri L. McDonald Photography

The McCoy Group Copy & Design

PrintWorks Production

Milford Regional Medical Center, Inc.2010 Board of Trustees

OFFICERS

Roger V. CalareseChairman

John A. RauthTreasurer

Louis P. BertonazziClerk

Francis M. SabaChief Executive Officer

Edward J. KellyPresident

Jeanne P. LynskeyChief Financial Officer

BOARD MEMBERS

Fatima Afonso Richard G. Buma Christine H. Burke M. Catherine Burke, MD Cynthia A. Casey Albert A. Crimaldi, MD, PhD Steven G. Ellis Nancy F. Gannett

William B. Gannett Harold D. Gould, Jr. Maryellen L. Gray Warren S. Heller Lawrence J. Hill Marjorie E. Kenney Francis J. Larkin Bartholomew R. Lawless

Jeanne P. LynskeyAssistant Treasurer

Louis L. GuerriereClerk

Martin S. RichmanExecutive Director

BOARD MEMBERS

M. Catherine Burke, MD Albert A. Crimaldi, MD, PhD Frederick J. Curley, MD Tina M. Robakiewicz, MD Monica S. Woodward, MD

Service to the Community 2009 2010Inpatient Discharges / Observation Stays 12,948 12,739Average Length of Stay 3.90 3.90Day Surgery Visits 4,900 4,742Emergency Room Visits 56,557 55,052Outpatient Visits 248,974 260,332Cardiac Rehab Visits 26,939 24,648Total Volunteer Hours 34,700 35,360 VNA Visits 74,230 71,611

Patrick R. McSweeney, MD Kevin P. Meehan John N. Pandiscio, MD Henry C. Papuga Linda L. Varney

BOARD MEMBERS

Vascen J. Bogigian Arthur G. CaputoAnthony M. Consigli Peter S. EllisRobert L. KilroyWilliam G. Muller, MDAbram Rosenfeld Andrew L. Salmon Michael Sayles

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Recognition

While patient satisfaction is the ultimate recognition of quality healthcare delivery at Milford Regional, the Medical Center has been honored to receive various accolades,

accreditations and awards in 2010. One of the most rewarding honors was the Community Newspa-per Company “Reader’s Choice” award, in which Milford Regional was voted the #1 Hospital by residents in 30 towns with more than 335,000 votes being cast. This is the second year in a row that Milford Regional has earned this community-driven honor.

The following distinctions, of which several were awarded for the second time, recognize the ongoing efforts of many individuals and departments throughout Milford Regional. Working together, they exemplify the true meaning of quality care:

Get With The GuidelinesSM Stroke Gold Achievement Award Presented to Milford Regional for the second time by the American Stroke Association, this award recognizes commitment and success in implementing a higher standard of stroke care.

Diabetes Education Program RecognitionFor the second consecutive year, the American Diabetes Association recognized Milford Regional for meeting the national standards for Diabetes Self-Management Education, the leading quality assurance mechanism for diabetes education in the country.

Compassionate Care Giver AwardMilford Regional President Edward J. Kelly was presented with this distinction by the Kenneth B. Schwartz Center, founded in 1995 to support and advance caring for the emotional needs of patients. Kelly was recognized for making daily visits to check on an ICU patient during his three month stay at Milford Regional and providing his family with encouragement and support.

Breastfeeding Achievement AwardPresented to Milford Regional for the second time by the Massachusetts Department of Public Health, this award

recognizes the Medical Center's breastfeeding taskforce and its commitment to providing the highest standards of breast-feeding care available to newborns and their families.

VNA Patient Satisfaction RecognitionThe VNA and Hospice of Greater Milford received a Best Practice Achievement Award of Distinction for Patient Satis-faction through a nationwide research study conducted by Fazzi Associates, a home care consulting firm.

Masspro and Massachusetts Adult Immunization Coalition AwardSusan Freund, RN, of the VNA and Hospice of Greater Milford, received this award for her outstanding work with nine Boards of Health, achieving a 90% or more employee immunization rate for H1N1 and seasonal flu vaccine showing public health leadership (the current Massachusetts rate is 58%).

The Joint Commission’s Gold Seal of Approval™ Milford Regional underwent a rigorous unannounced on-site survey to achieve accreditation by demonstrating compliance with The Joint Commission’s national standards for health care quality and safety in hospitals.

14 Prospect Street • Milford, MA 01757 • 508-473-1190 • www.milfordregional.org