Quality Outcomes

Market Development

N E W S F O R E M P L O Y E E S A N D F R I E N D S O F WA K E M E D SPECIAL ED IT IONw

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These employees show a commitmentto fiscal responsibility by developingand implementing processes thatreduce expenses, improve efficiency,create more business or increasepayments.

RON BENTLEYInformation Services

Ron excels at helpingdepartments findtechnologies that meetprocessing, workflow,communication and datamanagement needs.Whenever possible, Ronuses WakeMed resources

to build custom solutions, which savesmoney and ensures that department-specific requirements are met. In 2013,Ron was instrumental in upgrading allWakeMed department sites toSharepoint 2010, saving us a costlylicense renewal fee.

PAULA COLE ★

Strategic SourcingPaula is lauded for her outstanding

cost control andinventory managementskills. She has been aleader in theelectrophysiology lab’sreprocessing initiative,which saved WakeMedmore than $900,000 over

three years. She also is an excellentvendor negotiator who excels atmanaging inventory costs. Paula,whose colleagues say she is never toobusy to help others, is also a recipientin the Unsurpassed Service category.

DEBORAH PULIAFICO ★

Pathology Labs – Garner HealthplexAs supervisor, Deborah hasimplemented numerous proactive,creative processes to improve labservices, leading to significant savingsand efficiencies. She also oversees thelaboratory operation of the WakeWellRewards biometric screenings. Withher help, WakeMed can offer thisbenefit to employees at a fraction ofthe cost of hiring a third party.Deborah also is a recipient in theUnsurpassed Service category.

KAREN TSANG, RN ★

4E PediatricsWhen budget cutsreduced funding forinpatient diabeteseducation, Karen tookthe initiative to developa diabetes educationprogram aimed atreducing readmissions

and ED visits. Karen teamed up withendocrinologists to create educationaltools and trained nurses to use themwith patients and families. Buildingon that success, she is now developingan asthma education program. Shealso a recipient in the QualityOutcomes category.

These employees stay current onWakeMed’s plans for growth; presentWakeMed in a positive mannerthroughout the community andbeyond; and demonstrate support ofour organization and mission.

DEREK BAILEYMobile Critical Care Services

Derek serves as a mentoron his team, teachingnew employees andsharing new researchwith seasonedcolleagues. He alsorepresents WakeMed inour community – and

beyond. To reduce the incidence ofsudden cardiac death, he developed“SportFit Heart,” a program thatmakes EKGs available to youngathletes. He also representedWakeMed in Seattle, where he tookpart in the 2012 CAE Cup competition.

VALERIE BARLOW, PharmDPharmacy

A true ambassador forWakeMed, Valerie serveson many local and stateboards overseeing andimproving pharmacyissues. She wasinstrumental in addingfaculty positions at

WakeMed by partnering with UNC atChapel Hill and Campbell University.One of her flagship initiatives – theOutpatient Pharmacy DischargeProgram – has improved patienteducation related to medications. Asdirector, her positive attitude brightensthe workplace and inspires colleagues.

SUSIE MATHES DAVISCorporate & Community Health

Known for always goingthe extra mile torepresent WakeMed,Susie has built manyrelationships withbusiness and communitypartners. She secured 40new corporate clients in

the past two years and organizesdozens of corporate screenings andevents annually, promoting WakeMedphysicians and services at each one.Susie also serves as a role model bymentoring student interns from severalcolleges.

ORAL WISEAmbulatory Services

The Garner Healthplexquickly became animportant part of theGarner community,thanks in part to Oral’stireless and enthusiasticefforts. As director ofAmbulatory Services,

Oral represents WakeMed positivelyand professionally. To promote andimprove services, he meets regularlywith physicians, urgent care centersand other community partners.

These employees fully embraceWakeMed’s policies and culture ofsafety, produce quality work in anefficient manner, communicateclearly and participate in processimprovement initiatives.

GERARD BRUNNERPathology Labs – Cary HospitalGerard is always looking for ways toimprove efficiency and make apositive impact on patient care andsafety. This year, he helped implementtwo processes that made bloodproducts available to patients fasterwithout compromising safety. Nowused at both hospitals, these processesnot only standardized procedures,they made patient care more efficientby eliminating delays.

JANE DAVISWPP – Obstetrics & Gynecology

Jane’s colleagues say sheis a strong leader who isvery proactive in sharinginformation with staff. IfJane recognizes apractice that needsimproving, she workstirelessly to resolve the

issue, putting processes in place toprevent recurrences in the future. Aspractice manager, she facilitates apositive work environment byencouraging her team to offersuggestions to improve best practices.

CECILY FLYNNPathology Labs – Cary Hospital

As supervisor, Cecilyuses creative andencouraging ways tomotivate staff to keepturnaround times low.Thanks to her workdeveloping andimplementing the rapid

serum tube, Troponin turnaround timehas improved from 40 minutes to 28minutes. Cecily leads by example andalways makes safety the priority. Shetracks and shares data with otherdepartments and committees, leadingto better quality outcomes.

Nominated by their peers, the employees highlighted in this issue of Microscope represent the best of the best at WakeMed – those men and women who have made a measurable difference

in one or more of our five Strategic Plan Goals:

Fiscal Responsibility | Market Development | Quality Outcomes

Unsurpassed Service | Workforce Excellence

Please join us in congratulating these exceptional employees on receiving WakeMed’s highest honor.

Fiscal Responsibility

★ A red star denotes a recipient’s recognition in more than one category.

Unsurpassed Service

NANCY GARY, RNNICU

Through her work withthe NICU pharmacycommittee, Nancy saw anopportunity to improveconsistency in NICUmedicationadministration practices.To address it, she

developed a standardized process,educated staff on best practices andprovided support to nurses.Throughout the process, she madepatients the priority and workedclosely with the medical team toensure that workflow was notinterrupted.

CAROLYN HAYES ★

Physical TherapyEarly mobility for ICUpatients can reducecomplications likepneumonia and skinproblems. As a clinicalspecialist, Carolyn hasbeen a strong advocate forearly mobility for patients

in critical care units. She hasdeveloped and conducted in-serviceprograms to address safe patient careprocesses, and can be counted on tobrainstorm solutions to difficultproblems. Carolyn is also recognized inthe Workforce Excellence category.

JAMES HINES, RNMobile Critical Care Services

During his long-termservice with MCCS,James has helpedimplement numeroussafety guidelines thathave improved patientoutcomes. Thanks to hisdiligent efforts promoting

the use of 12-leads, this practice is nowused in over 90 percent of chest painpatients, leading to improvedrecognition of STEMIs. James alsoprecepts new employees, teaching newcaregivers to make patient well-beingtheir top priority.

IVY KENNEDYPatient Case Management

Ivy provides criticalpsychosocial support tohigh-risk ED patients tohelp them access neededservices. She has helpedmany patients findappropriate medicalhomes, providing them

the consistent care they need andensuring that ED resources are usedefficiently. Ivy is also an advocate forabuse victims, offering ongoingeducation about safe reportingpractices to benefit the children in ourcommunity.

LAURIMAY LAROCO, PharmDPharmacy

As a supervisor who isalways searching forways to improve patientcare, Laurimay saw thathaving pharmacistsinvolved in Code Strokeand Code Trauma teamswould be a big help.

After collaborating with ED staff,Laurimay trained other pharmacists onhow to work with these patients mosteffectively. Having pharmacists in thetrauma room to quickly providetreatment has helped improve strokeoutcomes.

MARRILYN MCGUIRE, NPWPB - OB/Gyn

A nurse practitioner,Marrilyn puts patientsafety at the center of herwork every day. Sheanalyzes each case,collaborating with staffand physicians atWakeMed and other

facilities to get a complete clinicalpicture of each patient. Her coworkerssay she is an excellent resource oncomplicated cases and is always readyto explain the reasons for clinicaltreatments and orders.

RENEE PATTON, RN5B Neuro Intermediate Care

As co-chair of the system-wide Falls Committee,Renee plays an importantrole in developing andimplementing tools thatprotect patients frompotentially dangerousfalls. The TABS monitor,

the falls tracking tool, the fallsprevention toolkit and the yellow ‘falls’ribbon are just a few projects she hasbeen involved with. Her work hashelped improve results in thisimportant patient safety measure.

KRISTEN RHOADES, RNPatient Case Management

Kristen’s coworkers sayshe has a magic touchwith managing workflowand processimprovement, solvingissues while supportingteam members in a waythat seems effortless.

When issues are identified, sheprovides immediate assistance anddevelops strategies for longer-termimprovement. She pays attention to hercolleagues’ needs and provides time offfor relaxation and wellness.

MARY ELLA TEETERPharmacy – Cary Hospital

Mary Ella works closelywith physicians andnurses to ensure thatdischarge medicationsare accurate and thatpatients understand theirmedications. Mary Ella isconsidered an invaluable

resource during interdisciplinaryrounds because she goes above andbeyond to address concernsimmediately. Patients are her toppriority, and she works tirelessly toensure they all receive the “goldstandard” of care.

These employees demonstrateimpressive patient and customerservice, respond and communicate ina timely, effective manner and go outof their way to be of assistance toothers.

CONSTANCE ALSTONWPP – Primary Care

During a time of staffshortages, Constanceleaped into action tokeep things runningsmoothly by rotating staffand scheduling coveragewhile replacements werehired and trained.

Meanwhile, she ordered supplies andsupported physicians in another office,all while serving on severalcommittees. By taking on theseadditional responsibilities, this clinicalsupervisor helped several practicescontinue operating effectively.

STEPHANIE BOONECase Management – Cary Hospital

As a case manager,Stephanie advocates forpatients and works hardto meet their needs. Shealways puts her patientsfirst, and familiesappreciate how she goesthe extra mile to

accommodate requests. In one case, shewas able to arrange for hospice care thatallowed a patient to spend his finaldays with his bed-bound wife, whichbrought peace to the entire family.

BROOKE BURGESSFinancial Planning

Capturing, reporting andanalyzing data helpsWakeMed provide evenbetter service to patients.Brooke used her skills asa business analyst andexpertise with financialcomputer programs to

help create a reporting system that iscurrent and relevant. She provideshigh levels of customer service andalso serves the community as avolunteer coach, foster dog caregiverand Meals on Wheels delivery driver.

JOANNA BURGESS, BSN, RNClinical Nursing Resource Services

Joanna’s dedicationsurpasses expectations,and her expertise inwound/ostomymanagement makes her avalued role model andresource for colleagues. Ifcoming in on

Thanksgiving Day means she can help apatient with a complex wound careissue, Joanna does it. Her coworkerspraise her gentle touch, kindness andcompassionate approach to patient care.

JAMES CAPPOLA, MDWPP – Hospitalists – Cary Hospital

Dr. Cappola is ahospitalist whounfailingly treats patientsand families withcourtesy and patience,communicating fully andclearly. He seeks outnurses to discuss cases

and prioritizes his workload to makesure that excellent patient care is theconstant focus. He often makes himselfavailable after hours for test results andfollow-up, inspiring confidence inother staff and patients.

CHEYENNE COFFEY

CV Testing – Cary HospitalWhen faced with challenging numbers

of patients, highexpectations and limitedresources, Cheyenne isn’tfazed. Instead, she getscreative. The cardiacsonographer helpedimplement new staffingpatterns, aggressive turn-

around times and expandedoperational hours to meet demandfrom nearby urgent care facilities.These innovative solutions contributedto excellent outcomes and highcustomer satisfaction.

TOM COMPEAUFacility ServicesAround the Heart Center, Tom is

known as the go-to, fix-itperson who findscreative ways to improveworkspaces and canrepair almost anything.Tom keeps things inworking order andanswers all requests in a

friendly and professional manner. Bymaintaining the facility to highstandards, he helps staff do their jobsbetter and more efficiently, savingWakeMed money in the process.

HELEN COX, RN3C Rehab NursingNo issue or complaint is too big or

small for Helen, whotackles them withcreative solutions andoutstanding customerservice. She regularlyvisits patients to resolveproblems and works withstaff to make

improvements. As a charge nurse, shespreads enthusiasm by planningrecognition parties and finding creativeways to boost morale and motivate staff.

JOHN GALL 2E CVICUJohn’s colleagues say he is an

exceptional nurse techwho anticipates others’needs and improvedworkflow by makingsupplies, equipment anddocumentation readilyaccessible – all with aninfectious smile and

positive attitude. Whether he isrepositioning or bathing patients,finding a television program for them,or simply introducing himself, Johnrepresents WakeMed positively and isa valuable part of the team.

KAREN HEPP ★

Speech TherapyA consistent patient advocate, Karen

addresses familyconcerns withcompassion and helpsothers understandswallowing problemsbetter. She developedpicture boards to helppatients with aphasiaanswer complex

questions and works hard to ensure allher patients understand theirmedications. In mentoring others, sheencourages excellence and is aresource for colleagues and patients.She also is recognized in the QualityOutcomes category.

★ A red star denotes a recipient’s recognition in more than one category.

WILLIAM HILLHeart Center – Invasive Cardiology

An accomplished andhighly skilled clinician,Willy is instrumental inensuring that cardiac cathpatients receive seamlesscare during transfers fromWakeMed EDs andregional EMS systems.

His diplomatic approach and attentionto national standards earn the respectand trust of his co-workers andcardiologists alike. His positiveattitude and expertise in proceduresmake him a valuable asset in the lab.

JENNIFER HOPPERSpeech Therapy

Jenn always has apatient’s best interest atheart and educates themand their families aboutstroke, swallowingstrategies, diet andcommunication. As aspeech-language

pathologist, she uses innovativetechniques like having patients“interview” team members to work onvoice projection, memory andsequencing. She also works toincorporate treatment disciplines toensure that patients can better meettheir goals.

RHONDA HOWARDClaims & BillingAs a patient account representative,Rhonda is often pulled in manydirections with countless requests forforms and other paperwork. Withoutfail, Rhonda goes out of her way tohelp patients resolve scheduling orother issues – always with a smile. Hercaring heart and loving spirit inspirepatients and her fellow team members,and set a positive tone for everyinteraction she has.

MARTHA JOHNSON, PharmDPharmacy – Cary Hospital

Martha lives and breathescustomer service, somuch so that shecompleted a project onthe subject as part of hermaster’s degree byinterviewing patients atCary Hospital. As

Pharmacy director, she’s quick toresolve patient concerns and respondsto requests quickly and completely.Martha makes sure that decisions arebased on best practices and strives forexcellence and innovation in all shedoes.

DEBORA JORDAN, RN2E Medicine – Cary Hospital

Whether it’s replacing a“noisy” bed or finding icecream on another unit,Debora goes out of herway to address patientconcerns and requests.Her compassionateattitude and

professionalism made her a perfectchoice to serve on the PatientAdvocate Committee, where she is atrue team player. She genuinely caresabout her colleagues and patients andkeeps the work environment sunnyand upbeat.

ANGELA JOYNER STREETERHealth Information Management

Patients facing heartprocedures areunderstandably anxious,but not when Angie istheir care coordinator.Service excellence isalways a priority forAngie, who calls patients

prior to their procedures to reviewinstructions then meets them uponarrival and walks them through thepre-testing process. Her attention todetail makes procedures go moresmoothly, and helps patients feelconfident and cared for.

BEVERLY LAMELIN2E Medicine – Cary Hospital

A clinical secretary,Beverly recently createda clothes closet ofdonated items, using herown time to gather, sortand fold them. Nowwhen patients in needare discharged, they

leave Cary Hospital in clothes insteadof disposable gowns. The no-costprogram has benefited patients andhelped spread Beverly’s helpfulattitude beyond the doors of WakeMedinto the community.

ELIZABETH LEACH, RNSkilled Nursing

When Beth stepped intoan interim nursingsupervisor role, shequickly proved herself acapable leader. Sheworked hard to keep theskilled nursing facilitieson track as residents

transitioned to other facilities, placingthem in the best possiblecircumstances while providingsupport to families. By remainingpositive and focused on the future, sheserved as champion for residents andstaff.

RUTH LOCKLEAREnvironmental Services – Cary HospitalBabies and moms at Cary Hospital canthank Ruth for their spotlessly cleanrooms. Unfailingly courteous, kindand dedicated, her customer serviceskills sparkle as brightly as her rooms.Ruth imparts her high standards ofexcellence to new staff, teaching theimportance of standard precautionsand using protective equipment. Ruthis valued so highly that she receivednine nominations for this recognition!

CONNIE MCDERMOTTRespiratory Care – Cary HospitalAs lead respiratory therapist, Connie isalways willing to assist her colleaguesand excels at helping patientsunderstand their procedures with amix of kindness, humor and energy.Three customer service initiatives thatshe started – implementing a newclinical exam, rolling out a newdocumentation and reporting process,and creating a flexible exam schedule– have increased referrals andshortened wait times.

MELISSA MIZELLE, LCSW, LCASRehab Case Management

Recognized for herexceptional,individualized approachto customer service,Melissa teaches othersthat compassion is theheart of service. She oncegave a young patient a

cupcake to give his mom for herbirthday, along with the gift of “happybirthday” – some of his first wordsever spoken aloud. That “wow” factoris what makes Melissa exceptional topatients and her fellow team members.

ROSIE PACHECOGuest Services

Outstanding service isthe hallmark of GuestServices, where, asmanager, Rosie leads byexample. She treatseveryone with respect,regardless of theircircumstances, and

approaches every interaction as anopportunity to provide superiorservice and learn better approaches forthe future. Her experience andknowledge of best practices enablesher and her team to provideexceptional customer service.

JILL SUSANNE PERKINSONOutpatient Rehab

As a speech therapist, Jillhelps her patients learnto talk and smile again.Always striving toimprove, Jill keeps upwith the latest advancesand research so she cantailor care to meet each

individual’s needs. She providesoutstanding care to all of her patients,following up with them and sharingher unfailing optimism to encouragetheir progress.

MAUREEN PERLETTERetail Services

Customers in the GiftShop often request itemsthat are not stocked, butif it’s important to them,it’s important toMaureen. After severalrequests for hearing aidbatteries, she took the

initiative to add them to the storeshelves; in return, she now has manysatisfied customers. Maureen’scolleagues say she is an excellentlistener and handles customerconcerns with attention and care.

AMARENDRA REDDY, MDWPP – Raleigh Cardiology

For 35 years, Dr. Reddyhas been instrumental inWakeMed’s leadership incardiovascular care,always following hismotto of “the patientcomes first” as heestablished procedures

and techniques using new devices andtechnology. His willingness to seeevery patient that needs to be seen seta very high bar in the area ofcardiology, and his coworkers say healways puts his heart into his work.

MARCIA RICHARDSON2D Rehab NursingAs someone who never says “no” to arequest for help, Marcia has becomethe go-to person when extra hands areneeded. She is a team player whohelps shifts run smoothly byimproving communication,championing change, and keepingpatient care foremost in her mind. Herstrong work ethic, positive attitude andquick smile boost employee moraleand attention to patients.

PATRICIA RICHMOND6C Surgery & TraumaPatients know that Pat will take care ofthem as if they were her family. Sheprovides a warm and personal touch forher patients, whether that meansbraiding hair, rubbing feet or justlistening. Her colleagues say that Pat hasa unique ability to know when patientsneed an extra minute, a helping hand ora gentle push, and she is always there tooffer support along the way.

MELINDA RODRIGUEZPatient Access Knowing that people are often scaredand confused about insurance andfinances, Melinda goes out of her wayto put patients at ease and assist themin finding ways to pay their medicalbills. As a financial counselor, sheworks hard to keep up with changinghealth care legislation so she can keepher customers well informed.

CORA ROYSTERFood & Nutrition Services

Cora understands that avisit to the cafeteria canbe a needed respite fortired, anxious familymembers, so she workshard to make that visit apleasant one. Assupervisor, she

welcomes all feedback, and willimplement suggestions or findsolutions to better meet customers’needs. Her dedication pays off inhappier customers and respect amongfellow team members.

LORENA SALEMEnvironmental ServicesAccording to her colleagues, Lorenacleans rooms beautifully andefficiently, holding herself to highstandards and inspecting all of herrooms often. She takes the time to findnurses or techs for patients, reassuringthem that they are under the best care.Lorena also helps with translations ina pinch, and her positive attitudemakes her a joy to have on staff.

CAROLYN T. SELLARSWake AHEC

A 33-year WakeMedemployee, Carolyn issomeone whose smilecan be heard over thephone. As projectcoordinator for AHEC’sDental/Allied HealthDivision, she takes

young professionals under her wingand helps them complete neededcourses to gain certification. Along theway, these students also benefit fromCarolyn imparting her strong values ofintegrity, patience, concern andexcellent customer service.

Workforce Excellence

MARLEAN SHELTON3C Rehab Nursing

All patients respondwell when Marleanwalks into their rooms,but pediatric patientspositively light up!That’s because theyknow Marlean will laughwith them, cry with

them and take them for early morningwalks if that is what will start theirday off in the best way. She offerspatience, compassion and kindness toall, and is a role model for new nursetechs.

JANA SHERIANPathology Labs – Brier Creek

Problems with labspecimens can frustratelab personnel and delaytest reporting and patientcare. By monitoringcollection reports, Janacan offer on-the-spottraining when needed.

She will stay late, come in early andwork on her days off to make surepatients benefit from a well-trainedstaff. Coworkers say they benefit fromher calm and thorough approach andlearn better ways to collect specimens.

ANDREA SMITHOutpatient Rehab

Andrea’s warm smileand sunny personalitygreet patients when theycome to the clinic, andshe works hard toensure their privacy in asmall space. Shesuggested adjusting

waiting room furniture and setting upa TV to offer patients more privacyduring the registration process.Andrea makes colleagues and patientsfeel well cared for, celebrating withthem when they reach milestones.

WILLIAM SULLIVAN, MDWPP – General Surgery & Trauma

Dr. Sullivan is anapproachable,knowledgeable andcaring doctor whoalways welcomessuggestions forimprovement. Hementors newer doctors

and works hard to help nurses andstaff become better professionals. Hecares deeply for his patients and theirfamilies, putting their needs above hisown. Dr. Sullivan also shares hiswealth of experience in othercountries by participating in missiontrips.

LEWIS TAYLOREnvironmental ServicesLewis shows up early for his shiftswith a big smile and ready-to-workattitude, taking on additional taskswithout complaint. He keeps his areassupremely clean and offerssuggestions that save time and money,such as putting protective felt onrocking chairs to prevent scratchingwaxed floors. Lewis consistentlyexceeds expectations and cheerfullypitches in when colleagues are onvacation.

FELICIA THOMPSON, RNDay Surgery

An innovative and quickthinker, Felicia issomeone others oftenturn to for help. Shealways respondspositively and makes thebest out of everysituation. Her coworkers

praise Felicia for being a hard workerwho anticipates needs of patients,doctors and colleagues. If something isnot working, Felicia will step in andfind the best solution for patients andfamilies.

KAREN WEAVER, BSN, RNEmergency Department – Garner Healthplex

As nurse manager, Karencontributed to the earlysuccess of GarnerHealthplex by ensuringstaff were prepared toprovide excellent care intimes of high demand.She helped create a

workflow plan that allowed thefacility to see 67 patients in one day,far exceeding projections. Karen’scolleagues respect her willingness toreceive staff feedback and ideas andsay she is always working to improveefficiency.

BARBARA WELLSEnvironmental Services

Barbara does not let staffshortages get in the wayof a clean hospital.When extra help isneeded, she jumps inand cleans other areas inaddition to her own.During a hiring freeze,

she pitched in and voluntarilyassumed responsibility for anadditional route. She reports any itemsthat need attention and works hard tofind better ways to maintain the floorsthroughout Raleigh Campus.

KRISTY WHITLEY, RNHeart Center – Invasive Cardiology

An experienced cath labnurse, Kristy treats herpatients with care,respect and genuineconcern. As supervisor,she leads by exampleand is respected for hercalm approach in a

complex and hectic environment.Kristy treats patients and coworkerswith a professional demeanor and, asone colleague put it, “shinesbrilliantly” as one of the best thatWakeMed has to offer.

KELLY WISEMAN, BSN, RNWake AHEC

Meeting new federalrequirements can bechallenging, but Kellymakes it look easy. In thepast three years, she hashelped more than 350medical providers meetMeaningful Use

standards. Respected as an expert inher field, she serves the nine countiesserved by Wake AHEC, assistingpractices with clinical quality effortsand data compilation and analysis.

CINDY YARBOROUGHInformation Services

Since mastering thesoftware system Cactus,Cindy has become aninvaluable resource toher coworkers, teachingthem to use the programmore effectively. Whenissues come up, she

works quickly and patiently to resolvethem, always with a smile andpositive attitude. She takes pride inher work and is an inspiration to hercolleagues because of her willingnessto learn computer systems thoroughly.

KELLY YOUNGBLOODStaff Development & Training

When computerproblems arise, Kellyturns into a detective todiscover the root causeand start fixing it. Hercalm approach andpractical, can-do attitudeassure customers that

their computer issues will be solvedquickly so they can return to work.She is known for helping hercolleagues use software mosteffectively, and answers endlessquestions in a helpful and patientmanner.

These employees demonstrate “The Wake Way” culture of mutualresponsibility, pride and teamwork;identify learning opportunities; shareeducation, and knowledge; and takeresponsibility for tasks, decisions and actions.

SHANNON ADKINS, PTPhysical Therapy

Orthopaedic patientsneed to learn how tobecome safely mobileagain, so precaution andprogress are priorities.As a physical therapist,Shannon works closelywith physicians and

patients to clarify protocols and defineexpectations so her patients meet theirmobility goals upon discharge. Hertop-notch organizational andcommunication skills, along with herfierce dedication to patients, havemade Shannon an integral teammember.

AMY BIRLINGHealthworks

Whether she is creatingflow sheets to improvepatient evaluations orimplementingindividualized treatmentplans, Amy is thorough,supportive and self-motivated. This fitness

specialist willingly takes on additionalwork to cover employees who are out.Always eager to learn, she attendslectures and participates in webcastsduring her free time, helpingHealthworks stay at the top of itsgame.

BRIDGET BOAZ Outpatient Rehab

If you need anythingorganized, Bridget is theperson to talk to. Whilejuggling otherresponsibilities, she hasreorganized all aquaticclasses and attendancerecords, opened new

independent exercise appointmentsfor previous patients and set up aprocess to better track payments. Herexcellent customer service skills,dependability and safety-consciousapproach to her work set the standardfor others.

DEIRDRE CARDILLOHeart Center Pre- & Post-Procedure CareWith her competence, efficiency andexcellent patient care, Deirdre putseveryone around her at ease. She hashelped implement a number of newprograms and solutions, includingpatient satisfaction surveys. Alwaysstriving to improve, Deirdre earnedcardiac vascular certification andencouraged her colleagues to do thesame. She is a valuable team memberwho motivates others to follow herexample.

DAVID COULTERSenior Vice President, Administrator – Cary Hospital

As a senior vicepresident, David staysbusy with many aspectsof the organization’soperations, but he takestime to mentor studentsand help them learn theropes. He promotes high

standards of professionalism andintegrity for everyone at WakeMed,and treats staff with utmost respect.Above all, David keeps the bestinterest of patients and staff in mind atall times and encourages others to dothe same.

PENG CUI, RN1E Chest Pain Center – Cary Hospital

Peng often says, “I loveto work hard for mypatients; that is why I’mhere!” Her exceptionalwork ethic shows everytime she reports for hershift – always with asmile. She is respected

for her expertise in neurology andprogressive care, and constantly looksfor ways to use resources moreefficiently and productively withoutnegatively impacting patient care.

SHARON DAVIS, RN3A CVIC

Sharon’s colleagues notethat she is a wonderfulteam member who stepsin to help when needed.She communicates well,collaborates with othersand boosts morale bycelebrating events with

co-workers. Her pleasant and helpfulattitude, along with a muchappreciated sense of humor, makesSharon the charge nurse everyone on3A CVIC turns to to keep thingsrunning smoothly.

JERRY DOCKINGPathology Labs

Jerry doesn’t letobstacles stand in theway of improvingservice. Jerry, who holdshimself to high customerservice standards,became the firstPathology employee to

be cross-trained on different duties,making him more flexible andeffective at his job. When he realizedthat staff could benefit from greaterphlebotomy training, he developed aclass that helped improve specimencollection in many departments.

JENNIFER FARMER, RNChildren’s Emergency Department

Sadly, the number ofpatients seen in the CEDfor alleged sexual assaultis rising, but thanks toJennifer’s passion anddedication, we can meettheir medical andpsychological needs. A

certified pediatric sexual assault nurseexaminer, Jennifer has spent countlesshours sharing resources with fellownurses and community organizations.Her colleagues rely on Jennifer foreducation, training and understandingof the laws.

LAURA GWYN Construction & Design

During the constructionand design process,Laura is always readyand willing to makechanges to ensure thatthe most functionallayout is achieved. Asdirector of Ambulatory

Facilities, Laura sets high standardsfor customer service and leads byexample. Her straightforwardcommunication style makes her anasset to any project team, especiallywhen bringing many people togetherto meet tight deadlines.

TONYA HARRELL, RN6C Surgery & Trauma

Whether working toimprove patientsatisfaction scores orsmooth patient flow,Tonya is a valuablemember of 6C. She is apreceptor for seniornursing students and

helps establish mentoringrelationships between nurses and newstaff or students. Always striving toimprove, she welcomes new ideasshared at conferences or throughresearch. Her excellentcommunication skills areinstrumental with staff and patients.

JENNIFER HAYWARD, RNeICU

As supervisor of theeICU, Jen has been keyin developing theprogram, workingclosely withstakeholders to improveworkflow and keepingcommunication lines

open. She developed an ambassadorprogram to foster communicationbetween eICU and bedside staff.Never losing sight of the patients weserve, Jen ensures the higheststandards of quality and patient safetyare consistently met.

CHANTAL HOWARDEmergency Department

Everyone in the EDknows that Chantal willalways be theirchampion. Her opencommunication styleencourages staff toengage in solving issues,which means that

problems are addressed quickly.Highly respected as a teacher, Chantalexcels at delegating and setting herteam up for success. When things gethectic, this director pitches in witheverything from patient care tocleaning rooms.

LISA HUBBARD, BSN, RNEmergency Department – North Healthplex

By helping to develop anew orientation fornurses, Lisa wants tomake sure the WakeWay is practiced by allstaff from day one. Shefrequently sharesinformation from

national meetings and is viewed as amentor for policy interpretations,patient care assistance and effectivelyaddressing concerns. As a supervisor,Lisa is a strong supporter of her teamand they know they can count on her.

MIKE JACKSON Human Resources

Mike is known as anauthority on retirementplans, carefully trackingcompliance matters andpreparing documents forthe pension board,auditors and legalcounsel. He created a

more uniform process, improvedrecord documentation and frequentlyoffers solutions for complexadministrative issues. His attention todetail and customer service skillshave elevated him in the eyes of hispeers and vendors.

MARYBETH JOHNSONPathology Labs – North Healthplex

When she became labsupervisor, Marybethasked for suggestions toimprove efficiency,showing that she wouldtake action in the nameof progress. As a result,she has created a work

environment that is professional, fairand pleasant, holding all to the WakeWay standards that she models. Shecommunicates well and expects herteam to do the same, which benefitsthe staff and patients.

MELANIE JOHNSON, BSN, RNClinical Nursing Resource Services

Under Melanie’sleadership, WoundOstomy NursingServices has maintainedulcer incidence ratesbelow the nationalaverage for the last fiveyears. She has also

helped WakeMed reap significantsavings by establishing an effectivesystem of tracking rental and specialtybed usage. With her calm demeanor,compassion and patience, Melanie isa valued caregiver, colleague andambassador for WakeMed.

LISA KENNEDYHuman Resources

From behind her desk,Lisa has made a worldof difference, providinghelp with computerissues, supplies andsetting up meetings. Shereorganized the processfor the Joint

Commission Survey, which now runslike a “well-oiled machine.” Lisa’scoworkers appreciate that she takesinitiative to identify learningopportunities, and boosts staff moralewith her smile and willing assistance.

MEGHAN KUEBLER, RN ★

Quality Reporting Meghan is passionateabout assessment andrecognition, and thatpassion is infectious.She promotes theDAISY, NursingExcellence and ClinicalExcellence awards, and

constantly strives to improve workenvironments. By serving on nursingcouncils and being generous withsuggestions about how to improvebest practices, Meghan hasencouraged excellence throughout thesystem. She also is recognized in theQuality Outcomes category.

JEFF LAMPHERE, PAHeart & Vascular Services Mid-Level Program

Jeff’s depth and breadthof experience make hima highly regarded PAand shining example ofprofessionalism. Heregularly spearheadsprojects to improvepatient outcomes,

including some related to earlydischarge, computer prescriptionprinting and ICU bounce back rates.Jeff is engaged at local, state andnational levels and always advocatesfor his program, colleagues andWakeMed as a whole.

JOSEPH MARKSTelecommunications

Jody is a valuableresource when newtelecom systems arebeing established orwhen issues arise.Rather than just fix aproblem, Jody takestime to explain the

changes he made and how to solvefuture problems, saving everyone timeand frustration. He is a team playerwho works with each department toboost efficiency. His willingness toshare his technical expertise helpseveryone be successful.

LARRY MAYO, LPN2C Rehab Nursing

Larry’s colleagues sayhe is a shining exampleof the Wake Way inaction. He will happilyrearrange his schedulefor the good of the unit,even if it meansworking extra. Larry

creates a personal connection witheach patient and advocates for them.By taking classes to become aregistered nurse, Larry is working toexpand his knowledge base for thegood of patients.

NEHA MEHTA ★

Pathology LabsKeeping up withtechnological advancescan be daunting, butNeha does it brilliantly.She educates her fellowteam members,developing proceduresand ensuring that room

design and equipment set-upmaximize efficiency. Her quickthinking, logical approach and big-picture mentality make her a valuableresource. A respected and appreciatedleader, Neha is also recognized in theUnsurpassed Service category.

MICHELLE MONTANEZRODRIGUEZPathology Labs – Cary Hospital

Employees know that ifimprovements areneeded or conflictsarise, their supervisorMichelle will bereceptive and fair,modeling the Wake Way.She improved employee

training by organizing notebooks formaterials and helps colleaguesprepare for certification exams. Bymaking sure her employees have thetools and resources they need, shehelps them succeed. Michelle alsopromotes laboratory science careers tohigh school students.

WILLIAM MOSLEYEnvironmental Services

Everyone who seesWilliam in the hallwayreceives a huge smile,warm welcome and ahelping hand. As anEVS technician, Williamis one of the first lines ofdefense in room

cleanliness and safety, and he takeshis responsibilities seriously. Hiscolleagues appreciate his help withtrash and linen removal, and hisenthusiasm for WakeMed is reflectedin the spotless floors he leavesbehind.

MONIQUE MOWLEOutpatient Rehab

Monique is consideredthe “moral compass” ofOutpatient Rehab, andcolleagues know theycan always turn to herwhen they needsuggestions or support.Many of Monique’s

patients cannot communicate clearly,but she shows that she hears them byfinding solutions to their problems.She spearheaded updates to theparent resource guide so childrenwith special needs can find the helpthey need.

DONNA NEWBERN, RNNICUTiny babies rely on Donna’s nursingexpertise, but her colleagues put theirtrust in her outstanding leadership tokeep things moving forward. Sheembraces Patient & Family CenteredCare and is a founding member of theNICU Core Charge Nurse group,sharing information and training withothers. Many people look to Donna foranswers, and she provides them in afriendly and positive way.

WakeMed Health & Hospitals

3000 New Bern AvenueRaleigh, NC 27610

Non profitOrganizationU.S. PostagePAIDRaleigh, NCPermit NO. 1307

ADDRESS SERVICE REQUESTED

Microscope is a monthly newsletter written by and for the employees of WakeMed. Our goal is to provide employees and friends of

WakeMed with the most up-to-date news on all of the hospital system’s activities. The

Public Relations department thanks all of theemployees who contributed to this publication.

We welcome comments and suggestions on thispublication and its content. Call (919) 350-8120,

e-mail microscope@wakemed.org, or writeMicroscope, Wake Med Public Relations

Department, 3000 New Bern Avenue, Raleigh, NC 27610.

Kate Wilkes, Editor

Scarborough Photography, Photos

© WakeMed Public Relations, COE Special Ed.

★ A red star denotes a recipient’s recognition in more than one category.

STACEY OWENSPathology Labs – Cary HospitalStacey never gives up when she’sdoing something important – and if itinvolves a patient, it’s important. Sheworked diligently to inform a doctorabout a patient’s test results when shesaw the chart was marked “stat,”calling multiple numbers until shereached the right person. Heroutstanding leadership and customerservice ensure excellent results, andcoworkers know they can count onher.

NIKI PARMARPathology Labs – Cary Hospital

All eyes turn to Niki fortransfusion services.She manages reportsand regulatorydocumentation for thedepartment, answerstransfusion questionsfor nurses, and has

improved turnaround time by helpingto implement a better workflowprocess. She is always available toassist laboratory staff and caregiversand puts her expertise in transfusionsto work by helping with mockregulatory inspections for otherhospitals.

JON PENNYOutpatient Rehab

Jon works hard toimprove processes bybringing groups togetherto find solutions. In oneinstance, he gathereddepartments to create anew cleaning processfor whirlpools,

coordinated training and ensured thateach location understood theexpectations. Drawing on hisbackground as a police officer, Jonoffered a personal safety class forrehab staff and is working to share itwith all employees.

ADRIANNE PICKARDPathology Labs

Adrianne uses hercreativity to improveteamwork, training andeducation. Shewelcomes suggestionsand takes the initiativeto get new programsunderway. Adrianne

often volunteers for communityevents and helps the Pathologydepartment recognize hospital andnursing staff. Her friendly, helpfulmanner is welcomed by all as sheworks to become an even morereliable resource for her team.

CINDY RICENursing Education

Cindy has been acatalyst in developingand promoting theGuide to ProfessionalSuccess (GPS)mentoring program fornurses. Thanks to herenthusiasm and

determination, GPS now helpsWakeMed nurses grow professionallyand personally. Cindy coordinatesand teaches classes, and identifiesand educates mentors for each unit.Her dynamic leadership helped getthis important program started and offthe ground.

KIM SMITHWPP – Carolina Cardiology In a busy office setting, Kim standsout for her kind and caring attitude.She is always willing to help trainnew employees, and her professionaland friendly demeanor exemplifiesthe Wake Way. She is skilled atmaking personal connections witheach patient while ensuring thatappointments flow smoothly. Kim’scoworkers say she goes above andbeyond to assist others, no matterhow hectic her schedule.

JENNIFER SOUSAImaging Services – Cary Hospital

As supervisor, Jenniferholds staff to highstandards for patientsafety and constantlylooks to improve serviceexcellence. She createsa culture of inclusion byresponding immediately

to issues, and makes performanceimprovement a high priority. She isdedicated to helping others learn, andrepresents WakeMed at professionalconferences and through volunteerwork. Her positive attitude sets agood example for all.

JENNIFER STRAUGHN, RNEmergency Department

Jennifer is always quickto act, whether she’sredesigning forms toimprove compliance,learning new skills ordashing to set the brakeon a stretcher. She isinstrumental in

performing real-time audits of CodeStroke, Trauma and other areas. Hervigilance and enthusiasm make her avital part of the ED, where she is seenas a role model by her coworkers.

CATHY TABERPathology Labs A true team player, Cathy is involvedin numerous interdepartmentalprojects, such as training

technologists fromother labs and revisingthe nursing orientationresource booklet. Shehas helped smooth labtesting processes for theChildren’s ED and willgladly walk visitors

across campus to find their car. Shealways puts the needs of others beforeher own to provide the best possibleservice.

HELEN WILLIAMSOutpatient RehabHelen provides exceptional care tochildren with speech or languageproblems. Even when her young

patients get frustrated,her cheery attitude andcompassion make thevisit a positiveexperience. Her expertknowledge benefits notjust patients and theirfamilies but also her

team members. She is bilingual andhas taught her coworkers some basicSpanish skills to help foster betterrelationships with patients.

SABRINA WILLIAMSWPP – OB/GynCalled a “guardian angel” by patientsfor her warm sense of caring, Sabrinais never too busy to answer questions

or smile at an anxiouspatient. Always on thelookout foropportunities to helpher fellow teammembers and to makethe clinic run moresmoothly, Sabrina

follows the standards of best practiceand generously shares her techniqueswith others.

THANK YOU!A special thanks to our 2013 COEcommittee members:

Valerie BarlowPharmacy

Bob BosEnvironmental Services

Roberta DelucaPathology Labs

Shontera Gillespie-ColemanTalent Acquisition & EmployeeRelations

Cynthia GwathneyImaging Services

Sandra Hurst2W CVIC

Uma KalagnanamEmergency Department – Cary Hospital

Bobby HollowayMPDC

Jessica MarchandFood & Nutrition Services

Janis McLaughlinOutpatient Rehab

Simmie HoeftWPP – Administration

Aaron ByrdMobile Critical Care Services

Jill WhadeNursing Administration

Oral WiseAmbulatory Services Administration