INFORMATION SERVICES 2015 ANNUAL REPORT
UMMHC 2020 VISION
2014 INCREASE FOCUS
2015-2018 CONSOLIDATE WINS
2020 VISIONPOSITION OURSELVES FOR FUTURE
DELIVER EXCEPTIONAL QUALITY, SERVICE
AND VALUE TO THE PATIENTS WE SERVE
INVEST IN THE BEST
INCREASE OUR COMMUNITY PRESENCE
BUILD OUR POPULATION HEALTH CAPABILITIES
CREATE AN ENABLING CULTURE OF OWNERSHIP
RATIONALE DOABLE & FINANCIALLY FEASIBLEPATH CRITICAL
TIME AND/OR CAPITAL INTENSIVEDEPENDENT ON PHASE I
TIME AND/OR CAPITAL INTENSIVEDEPENDENT ON PHASE II
Deliver world-class access to our services through our 855-UMASS-MD platform
Improve pt flow and reduce ED boarders
Be completely transparent about our quality and service results
Standardize care to enhance quality, efficiency and the educational experience of our students, residents and fellows
Programmatic service line review and initial investments in new MDs and resources based on the clinical and academic quality of current program, profitability and growth potential
Grow community-based primary care
Increase private physicians in MCN
Increase community-based specialist programs
Governmental payer pilots (duals)
Shared savings and quality-focused shared risk (AQC) with commercial populations
Build HCC coding and quality infrastructure
Improve IT dependability, speed and usability and open the patient portal
Employee wellness program
World-class employee idea system
Executive rounding program
Continued growth of owned (CMG) and affiliated (MCN) community-based primary and specialty care practices
Become a Medicare ACO, enhance TME management capabilities, expand successful pilot programs (My Link)
Align with payers and employers
Create an ACO laboratory with UMMS
Enhance employee development and recognition programs
Partner with UMMS to build an IT system that integrates all available clinical data, is fast, dependable and easy to use from a secure mobile platform
Academic health system with a strong community presence
A fully integrated delivery system (Payer/Provider) managing the overall cost and quality of care for defined populations
Top decile employee satisfaction
Patient- and provider-centric integrated EHR
Service line investments analyzed and adjusted annually based on clinical and academic quality and efficiency of program, profitability and growth potential
Innovative select specialty services that are internationally recognized
Expand 855-UMASS-MD hours and include online appointment scheduling capabilities for existing (portal) and new patients (ZocDoc)
Develop and implement entity/dept-level quality and service improvement plans
Expand our capacity to deliver low acuity care at a lower cost (ASC, Urgent Care and virtual visits)
24/7/365 electronic and telephonic patient access to all of our services
Patient and family-centered, cost-effective, high-quality care
Efficient, contemporary facilities for our patients and providers
Elimination of ED boarders
Top decile quality/service
We will become the best academic health system in America based on measures of patient safety, quality, cost, patient satisfaction, innovation, education and caregiver engagement.
UMASS MEMORIAL HEALTH CARE The Best Place to Give Care, The Best Place to Get Care
UMass Memorial Health Care’s 2020 Vision is to become the best academic health system in America based on measures of patient safety, quality, cost, patient satisfaction, innovation, education and caregiver engagement. As we work hard to become “The Best Place to Give Care — The Best Place to Get Care,” we will focus on our patients, our people, our discoveries and our long-term financial health.
One area where major improvements are being made is Information Services (IS). We greatly appreciate the hundreds of caregivers who provided input on how to enhance IS. Following is a high-level summary of improvements that have been made as a result:
Restructured the IS Leadership Team
Established a process improvement culture within IS
Worked to improve our partnership with the University of Massachusetts Medical School
Solidified and expanded our IS governance approach
Selected Epic as our enterprisewide, integrated electronic health record system
Accelerated our improvements in IS infrastructure
We will continue to partner with University of Massachusetts Medical School to build an IT structure that integrates all available clinical data, is fast, dependable and easy to use from a secure mobile platform. This report is intended to share some of the excellent work performed by our re-energized IS department.
Eric Dickson, MD President and CEO of UMass Memorial Health Care
Sergio Melgar Executive Vice President and CFO of UMass Memorial Health Care
OUR PATIENTS
OUR PEOPLE
OUR DISCOVERIES
OUR LONG-TERMFINANCIAL
HEALTH
Eric Dickson, MD President and CEO of UMass Memorial Health Care
Sergio Melgar Executive Vice President and CFO of UMass Memorial Health Care
To enable this vision, and based on feedback from hundreds of our caregivers, we have selected and are implementing the best electronic health record system available – Epic.
UMass Memorial Information Services / 1 /
The Epic contract complex it did seem,
was expertly handled by Kate and her team!
INFORMATION SERVICES – A LOOK BACK AT 2015
In 2015, we initiated a major transformation of IS in an effort to best serve our patients and caregivers, and become a strategic enabler for UMMHC’s 2020 Vision.
IS Senior Leadership (Not pictured: Penny Iannelli)
As part of this transformation process, we sought widespread engagement and input from our clinical, operational and financial colleagues. Based on their feedback, our IS Committee of the Board established the following framework for our patient-centered IS Strategic Plan:
Talent Management
Process Improvement
Partnership with University of Massachusetts Medical School (UMMS)
IS Governance
Epic (Soarian Exit Strategy)
Infrastructure Modernization
The scope for the IS Strategic Plan includes all entities owned by UMMHC and covers our full continuum of care. These concepts, along with our pursuit to strengthen our partnership with UMMS, are shown in the Exhibits.
Our overarching goal is to establish a unified IS department that will best serve our patients and caregivers across our full continuum of care.
/ 2 / 2015 Annual Report
Significant progress was made in each of the IS Strategic Plan areas. Highlights are included below and further showcased throughout this document.
In partnership with UMMHC’s Human Resources team, we recruited a new IS Leadership team and restructured the entire IS team.
The IS Team exceeded their annual goal for ideas implemented by 70 percent and created a Visual Management System that displays our priorities, challenges, alignment, progress and activities.
Our IS Training Team and IS Project Management Office (PMO) Team each were selected as “Sweet 16” finalists with the IS PMO Team being awarded “UMMHC’s 2015 Innovator of the Year” by our President and CEO.
We have taken initial steps to strengthen our partnership with the University of Massachusetts Medical School and are excited about better serving our academic and research partners.
Dr. Bill Corbett and Dr. Matthias Walz served as Co-Chairs for the Soarian Exit Strategy Task Force that addressed our clinical and revenue cycle system needs. Based on input from hundreds of caregivers, the task force identified Epic as the best solution to enable our 2020 Vision.
With the help of Kate Eshghi, SVP and General Counsel (pictured left) at Epic, and her team, the Epic contract was signed mid-2015.
An assessment of our IS infrastructure was conducted and our technical teams are actively working on infrastructure improvements to modernize our IS infrastructure.
In 2015, UMMHC’s team of dedicated IS professionals worked extremely hard to put the IS star back into the sky. Their collective accomplishments, which are highlighted in this report, clearly demonstrate the power of “Everyone, Everyday.”
Our patients, community and caregivers will benefit tremendously from the work of this team. For that, I am very grateful and look forward to seeing this team make the IS star shine brighter with each year. We can all be very proud to be associated with such a talented, dedicated and hard-working team.
Tim Tarnowski UMMHC SVP & CIO
2015 IN THE WORDS OF OUR STAFF
Our overarching goal is to establish a unified IS department that will best serve our patients and caregivers across our full continuum of care.
transition
Epic
opportunityinnovation
teamrewarding
directionhope
challenging
changeexciting
evolutionary
idea systembusy
growth
collaboration
frustratingimprovement
uncertain
chaotic
stress
hectic
overwhelming
UMass Memorial Information Services / 3 /
IS Committee of the BoardThe IS Committee of the Board is responsible for monitoring UMMHC's Information Services Strategic Plan. This includes ensuring that IS initiatives are aligned with UMMHC's 2020 Vision and is a strategic enabler for UMMHC's strategic goals and priorities. This team of external experts has provided valuable guidance and perspective. We sincerely thank them for their time and willingness to share their expertise as we face the exciting challenges ahead.
Vic Bhagat, Executive Vice President, Enterprise Business Solutions and Chief Information Officer at EMC Corporation
Drexel Deford, Independent Healthcare Consultant
Eric Dickson, MD, President and CEO of UMass Memorial Health Care
Robert W. Finberg, MD, Richard M. Haidack Distinguished Professor and Chair of Medicine, University of Massachusetts Medical School
Mary Finlay, Professor of Practice at the Simmons School of Management
Sergio Melgar, Executive Vice President and CFO of UMass Memorial Health Care
Edward J. Parry, III, Vice Chairman of the UMMHC/UMMMC Board of Trustees and Partner/Consultant in a private financial services/insurance firm
Raymond Pawlicki, Former Chief Information Officer (CIO) at Biogen
Rick B. Siegrist, Jr., MS, MBA, CPA, Director of Innovation and Entrepreneurship, Co-Director, Master of Science in Health Care Management Program, Adjunct Lecturer on Health Care Management Department of Health Policy and Management at Harvard T.H. Chan School of Public Health
Jack Wilson, MD, President-Emeritus, The University of Massachusetts, and Distinguished Professor of Higher Education, Emerging Technologies & Innovation
INFORMATION SERVICES GOVERNANCE
A special thanks to our IS Governance team members who worked very hard in 2015 to prioritize our work and ensure alignment with UMMHC’s 2020 Vision. These teams provided exemplary enterprise leadership in establishing the IS priorities and making some very difficult decisions to guide our work.
/ 4 / 2015 Annual Report
IS Operations CommitteeOur IS Operations Committee is led by Co-Chairs Dr. Max Rosen and Sergio Melgar. This committee prioritized the majority of the accomplishments presented throughout this document.
Bill Corbett, MD, SVP Community Practices, UMMMG
Deb Demarco, MD, Senior Associate Dean for Clinical Affairs & GME, and Professor, UMMS
Barbara Fisher, MBA, SVP, Operations, UMMMC
John Greenwood, President of UMass Memorial ACO, CFO, and SVP for Office of Clinical Integration, UMMMG
Margaret Hudlin, MD, SVP, CMO and CQO, UMMMC
Cathy Jewell, CNO, UMMMC
Pamela Manor, DNP, RN-BC, CNIO, ACNO Clinical Informatics, Nursing Professional Development and Nursing Quality, UMMMC
Sergio Melgar, EVP and CFO, UMMHC
Steve Roach, President & CEO, UMMHC Marlborough Hospital
Max Rosen, MD, Chair, Radiology Department, UMMMG
Alice Shakman, SVP, Operations, UMMMC
Jeffrey Smith, MD, MMM, EVP and COO, UMMMC
Gregory Volturo, MD, Chair, Emergency Department, UMMMG
Greg Wolf, CIO, UMMS
Soarian Exit Strategy Task Force/Epic Executive Steering CommitteeIn December 2014, Dr. Dickson assembled the Soarian Exit Strategy Task Force. Their assignment was to, “Recommend the best solution for our patients” and “Develop a plan to move us off Soarian and onto a system that is more dependable, user friendly and better integrates all the information our caregivers need to provide the highest quality care possible for our patients.”
Evan Bailey, MD, Pediatric Pulmonary Faculty, UMMMG
Joanna Cain, MD, Vice Chair for OB/GYN, UMMMG, and Faculty Development, UMMS
Bill Corbett, MD, SVP, Community Practices, UMMMG
Deb Demarco, MD, Senior Associate Dean for Clinical Affairs & GME, and Professor, UMMS
Steve Erban, MD, Division Chief for Clinical Informatics, UMMMC
Robert Finberg, MD, Chair, Department of Medicine, UMMMG
Richard Forster, MD, Vice Chair of Graduate Medical Education, Hospital Medicine Division Chief, UMMHC; Program Director for Medical Residency, Associate Professor of Medicine, UMMS
Nicole Gagne, EVP & COO, UMMHC Community Healthlink
Margaret Hudlin, MD, SVP, CMO and CQO, UMMMC
Richard Irwin, MD, Chair, Critical Care Operations Committee, UMMMC
Joy Jacobson, Revenue Controller, UMMMG
Cathy Jewell, CNO, UMMMC
Katherine Luzuriaga, MD, Professor, Molecular Medicine, Pediatrics & Medicine, UMMS
Pamela Manor, DNP, RN-BC, CNIO, ACNO Clinical Informatics, Nursing Professional Development and Nursing Quality, UMMMC
Sergio Melgar, EVP and CFO, UMMHC
Steve Roach, President & CEO, UMMHC Marlborough Hospital
Kim Robinson, MD, MPH, Pulmonary Medicine, Critical Care, UMMHC Marlborough Hospital
Max Rosen, MD, Chair, Radiology Department, UMMMG
John Salzberg, Controller, Patient Access & Revenue Cycle, UMMMC
Tom Scornavacca, DO, Medical Director, Clinical Integration, UMMMG
Alice Shakman, SVP, Operations, UMMMC
Jessica Simons, MD, Assistant Professor, Vascular Surgery, UMMMG
Jeffrey Smith, MD, MMM, EVP & COO, UMMMC
Stephen Tosi, MD, Chief Physician Executive and President, UMMMG
Gregory Volturo, MD, Chair, Emergency Department, UMMMG
Matthias Walz, MD, Associate CMO, UMMMC; Associate Professor of Anesthesia and Academic Vice Chair, UMMS
Deborah Weymouth, President & CEO, UMMHC Health Alliance Hospital
Greg Wolf, CIO, UMMS
UMMHC’s IS Governance model will continue to evolve and will be shaped primarily by the team formation on the Epic Project. Numerous decisions will need to be made on this project and the processes will continue after the go-live.
UMass Memorial Information Services / 5 /
BUSINESS OPERATIONS
Project Management Office
Business Operations is comprised of the following:
Project Management Office (PMO) Responsible for planning and implementing approved IS projects that assist the organization in achieving its strategic and operational goals. The team strives to leverage and improve best practices in project management to increase productivity. The PMO Team was awarded 2015 Innovator of the Year.
Business Operations Has oversight for IS financial and administrative operations. This includes management and stewardship of financial reporting requirements of the organization.
Clinical/Biomedical Engineering Team Responsible for providing service management for the medical devices at UMass Memorial Health Care.
Key AccomplishmentsImplemented the following systems:
Lattice in ER departments
ZocDoc to all employees
CareWell Urgent Care Center interface
JobVite employee recruitment system
Completed the following upgrades:
Nurse Call at Memorial and University campuses
Patient Monitoring and Telemetry at Memorial and University campuses
Endo/IP video scope
GE CathLab Hemodynamic System
WHAT THIS TEAM DOES
Manages the IS portfolio of projects, capital and operating budgets and vendor management and talent management.
The PMO Team was awarded 2015 Innovator of the Year
/ 6 / 2015 Annual Report
Other priorities:
Transitioned IS capabilities from Wing Hospital to Baystate
Achieved several million dollars in savings on ICD-10, Xerox insourcing, renegotiating copier contracts and converting long-term consultants to employees
Expanded our Checkpoint temperature monitoring system to the Clinton campus and the Community Medical Group (part of the UMass Memorial Medical Group)
Team MembersJames Anjuri
Maria Anthony
Alan Ayotte
Eric Bernard
Mark Bucknam
Kerie Choiniere
Joseph Cimoch
Mark Crump
Joan Daniel
Kathryn Doan
Thomas Eglin
Annette Farley
Deborah Fort
Mary Garabedian
Lisa Grigaitis
Richard Harvey
MaryEllen Jurchak
Dennis Kelly
Eileen Kelly
Victor Kruczynski
Sandra Kuipers
Barbara Londergan
Catherine Mak
Chris Malia
Mark Manseau
Sharon Mattus
Aaron McGaffey
Scott Mcknight
Steve Mullins
Ted Nelson
Jonathan Pinault
Jeff Proulx
Shelley Sartini
David Smith
William Smith
Matt Soucy
Brian Sowell
Nancy Tivnan
Joe Wagner
Joe Williams
Robin Ziko
George Zina
Business Operations Administration PMO wins Innovator of the Year
UMass Memorial Information Services / 7 /
EPIC
WHAT THIS TEAM DOES
Responsible for the build and implementation of Epic at all UMass Memorial Health Care entities.
Key Accomplishments Completed Epic Project planning milestones
on schedule
Facilitated development of Guiding Principles and completed 47 Design Parameters
Created Epic Project Governance Model
Established Epic Executive Steering Committee
Conducted Epic Project Kick-off
Completed Current-State Assessments in partnership with Epic
Team MembersMichael Adams
Michael Allen
Rachel Ambler
Maria Anthony
Mohamed Azeez
Dan Baker
Caitlin Bassett
Ahnissa Beaupre
Gina Behan Lemire
Sarah Benoit
Anne Bianchin
Eileen Billings
Deb Black
Cheryl Brennan
Joyce Brindisi
Kim Buhr
Candace Burke
Richard Bylund
Marina Cabezas
Vanessa Calabrese
Dawn Canterbury
Kathy Cassidy
Maggie Ceccherini
Devin Chapman
Ben Chapman
Pat Chase
Peter Chunis
Alice Cleary
Adam Cohen
Kristen Cole
Matthew Corridori
Kristen Cox
Darcy Del Dotto
Sue Demers
Dawn Depathy
Michael Derhak
Lori Desautel
Mark DesRoches
Andrea Deyo
Margy Diaz
Spencer Dinsmore
Pamela Doonan
Bryan Dube
John Duci
Kelly Duci
Ryan Dupill
Mary Ellen Jurchak
Marta Farb
Kristin Fitzpatrick
Noreen Flynn
Debra Frattallone
Kelly Fredette
Paria Freshman
Mary Garabedian
Juanita Gomes
Jose Gonzalez-Blosser
Tara Gordon
Deb Graham
Kelly Greene
Amanda Grenier
Ronald Grunder
Maria Gruzinov
Halina Gucwa
Lisa Harris
Steven Hearson
Lauren Hebert
Sue Hebert
George Henault
Wade Herrick
Micaela Hersee
Jim Hilton
Peter Hogan
Cliff Hohban
Terri Kadziewicz
Phil Kelly
Eileen Kelly
Dennis Kelly
Shinae Kim
Bruce Kozlowski
Joette Kriynovich
Reggie Laffond
Andrew Langin
Alicia Lavalle
Sue Letscher
Eamon Lightning
Nicole Livingston
Dana Locke
Tyler Loggins
Barbara Londergan
Lois Lopatin
Rebecca Lossing
Laura Lysaght
Deb MacDuff
Michelle MacWalter
Brendan Magnan
Safi Mansoor
Jeanne Martin
Scott McAdams
Matt McCue
Meredith McInnes
Patricia McNamara
David Melvin
Christopher Merrill
Alexis Mowry
Ben Nelsen
Scott Nelson
Dan Netto
Sam O’Connor
Shawn Oliai
Carl Osorio
Robin Pacheco
Tyler Palioca
Joan Parker
Tina Petras
Scott Ploysungwan
Jennifer Post/ 8 / 2015 Annual Report
Jane Prouty
Suneeta Pulla
Janet Quealy
Kalyan Ramji
Darlene Rhodes
Dina Rich
Julie Rivers
Elisa Rosales
Lori Sands
Ethan Segal
Cori Semple
Yi Shao
Gui Siqueira
Matthew Smith
Ashley Smith
Kathleen Soucie
Laurie Spencer
Patrick St. Jean
Stacy Stephenson
Jeremiah Stewart
Paula Stoever
Dan Sullivan
Susie Sutherland
Ranjani Swaminathan
Brad Tatreau
Sandy Taubert
Jennifer Thunder
Cara Ting
Derek Tolman
Kelly Tolson
Sean Trapp
Elizabeth Trumble
Barbara Tully
Eric Vadeboncoeur
Ruslan Voloshin
Michelle Walton
John Whalen
Chen Yang
Epic Project
Epic Project Guiding Principles
UMMHC’s clinical, operational and financial team members will design workflows – Quality- and outcomes-driven – Patient experience and engagement
Enterprisewide integration to maximize workflow efficiency
Convert appropriate amount of historical data into Epic
Facilitate exchange of health information
Implement Epic’s foundation system and best practices
Users will be trained and demonstrate proficiency to earn Epic access
Enable clinical and translational research, education and quality improvement
Establish effective and transparent communications
Infrastructure with high availability and stability
UMass Memorial Information Services / 9 /
INFRASTRUCTURE
Desktop Services, Service Quality Management and Integration
Infrastructure is comprised of the following:
Desktop Services – Desktop Services supports the end users and their devices (e.g., computers, printers, scanners) including the virtual desktop infrastructure called FollowMe Desktop.
Service Quality Management – Responsible for service quality monitoring and reporting, service management and delivery, critical event management and single point-of-contact.
Integration – Maintains and administers the interface engines required to transfer messages from one system to another, both internally and externally.
Network Design – Responsible for end-to-end connectivity on the UMass Memorial network, for all users and devices. This includes all UMass Memorial applications, along with access to the Internet and intranet.
Telecommunications – Responsible for design, deployment and support of all telecommunication services (e.g., voice, fax, or data), as well as delivering quality operator services.
Data Center – The Data Center Team operates 24 hours a day, every day of the year with onsite coverage at two Data Center locations. The team also provides first-level support for Network, System Administration and Data Center requirements.
Knowledge, Data and Technology – Oversight for programming, extracts, transform and load, reporting and dashboards, as well as database and SharePoint administration.
System Administration – Manages servers and storage, including virtual desktop infrastructure.
WHAT THIS TEAM DOES
Oversight for all technical infrastructure, such as the data center, networks, and telecommunications, as well as end user device support and service.
/ 10 / 2015 Annual Report
Data Center
Data Center Knowledge Data Transfer and System Administration
IS Critical Events (Less is Better)
FY 14
FY 15
327
355
Average Critical System Downtime (Less is Better)
FY 14
FY 15
.00345%
.00289%
Key Accomplishments Implemented Windows 7 on 8,000+ devices
Replaced 130+ copy machines
Made ongoing infrastructure improvements to increase reliability and speed:
– Storage and server configurations– SharePoint– Multiple initiatives to improve redundancy– Wired and wireless data network
Implemented Data Collection Hub and Analytics Data Marts to enable improved data access and reporting capabilities
Migrated over 100 interfaces to UMMHC’s new integration engine and stabilized multiple interfaces.
Closed 94 percent of critical events in four hours in 2015
Expanded the Marlborough Data Center and Network Operations Center
Upgraded University’s Distributed Antennae System to improve cell phone reception
Implemented iPhones in Anesthesia and PeriOp
Replaced contractors with employees as part of insourcing Xerox
As shown on the right, although the number of critical events increased in 2015, the average critical system downtime improved. We have a lot of work to do and are committed to establishing a fast, dependable and secure infrastructure for our patients and caregivers.
UMass Memorial Information Services / 11 /
Team MembersJoey Baldic
Phil Baldyga
Tom Barton
Michel Belliveau
Andrew Belseth
Kimberley Bergin
Tim Bliss
John Bosselman
Mike Bosselman
Bruce Bouthsarath
Colleen Bradley
Dennis Brooks
Dave Broslovsky
Josh Brunelle
George Buffone
Allan Burton
Charly Busky
Daniel Calocci
Joe Campanile
Meggan Cantlin
Jared Caron
David Chase
Cindy Christian
Roy Cloud
Rebecca Cole
Ryan Cook
Dave Cormier
Wil Costales
Frank Costello
Tom Deady
Pat Delaney
Rebecca Dineen
Tiffany Dunn
Gina Dunn
Dan Dutile
Scott Edmond
Sherri Epstein
Mike Fahey
Dan Fenner
Michael Fontaine
Kruti Gandhi
Craig Gedutis
Doreen Grabauskas
Halina Gwozdz
Adele Hache
Thomas Harris
Rich Harvey
Mark Heleta
Melissa Herlihy
John Hersey
Robert Hines
Malik Hunter
Robert Iverson
Neal Kalra
Belinda Kelly
Jessie Kibbe
Judy Kidney
Russ Kimball
Robert Krupa
Andrew Krustapentus
Kenny Kwiatkowski
Dave Lawler
Jimmy Le
Steve Leary
Richard Lewis
Andre Locke
Rebecca Los
Stephen Lucas
Bill Luman
Julius Luyiga
Pat Maguire
Scott Maltzman
Dennis Maquie
Steve Marshall
Mena Matta
Cassondra McArdle
Joe McCorkle
Aime McManus
Todd Merrill
Heather Mitchell
Jose Montanez
Ted Mui
Joe Mungo
Scott Nelson
Ben Nelson
Joyce Nelson
Bob Nichols
Joseph “Nik” LaGares
Joe O’Neil
Manny Ortiz
Jason Palazzo
Barbara Parsley
Mitul Patel
Laura Patterson
Curtis Petruzzelli
James Phetteplace
Chris Poitras
Bill Pollock
Gomathi Ponnuvelu
Jessie Posco
David Pratt
Joshua Pratt
John Preves
Kuldeep Rana
Sasank Reddy
Darlene Rhodes
Emily Robidoux
Joe Rodriguez
Juan Romero
Tyler Roser
George Sanborn
Beth Schiavone
Beth Shine
John St. Laurent
Adrian Stevens
Steven Tenore
Jarod Tier
Jerry Togar
Rhoda Trapasso
Bob Tremblay
Euclides Valazco
Jeffrey Vickers
Rick Wallace
David West
Zach White
Matthew White
Nicole Wiemer
Robert Wisell
Sean Wong
Bill Zalewski
Network Design, Telecommunications, and Data Center
/ 12 / 2015 Annual Report
Key Accomplishments Signed contracts for RSA Adaptive Authentication,
iSight Incident Response Reporting, and Tufin Firewall Monitoring Tool
Selected products for Advanced Persistent Threat (Cyphort) and Mobile Device Management (IBM MaaS360)
Initiated security assessment and interactive security awareness training with security vendor
39,985 user accounts provisioned
Team MembersCaroline Brooks
Kathy Cassidy
Scott Emery
Bruce Forman
Jeremy Fountain
Krisha Podkowka
SECURITY
WHAT THIS TEAM DOES
Implements policies, systems, and procedures to empower users to protect sensitive information and prevent UMass Memorial Health Care from data loss and breaches.
Security
UMass Memorial Information Services / 13 /
HEALTHALLIANCE INFORMATION SERVICES
WHAT THIS TEAM DOES
Supports and maintains all aspect of HealthAlliance’s Information Systems needs, including the data center, service desk, network, desktop services, telecommunication devices, phone operators and all applications. The team also operates a 24x7 answering service for over 200 private physicians.
HealthAlliance Team
Team MembersIngrid Babin
Jamie Blair
Krystal Bourgeois
Daniel Breheney
Abigail Casto
Jeff Collins
Mark Darrigo
Carmen Delgado-Castillo
Robert Dullea
Karen Flynn
Joy Gallant
Michael Gammel
Jennifer Guiddi
Denis Healy
Chuck Krupa
Michael Longchamps
Sue Maillet
Guy McDonald
Mrero Mgeni
Tricia Normandin
John Pfeiffer
Damary Pinto
Tim Pitre
Betsy Platt
Chris Poegel
Paul Puma
Linda Reilly
James Ritari
Natt Rithisorn
Brandi Roberts
Amy Ryan
Denise Simonds
Steve Simons
Laura Snatos
Joan St Yves
RamJumar SunkiReddy
Stacy Surrette
Paula Thomann
Tyrone Twerefour
Victoria Vazquez
Carl Young
Key Accomplishments Integration of private physicians for electronic
Laboratory and Radiology orders
ICD-10 implementation
Server virtualization and install of new Storage Area Network (SAN)
Application Upgrades:
– Operating Room Scheduling Office System (ORSOS)
– Picture Archiving and Communications System (PACS)
– Soarian Clinicals– Cerner Pharmacy– Cerner Critical Care
/ 14 / 2015 Annual Report
Team MembersRon Allain
Lance Ayers
Maria Ayik
Dennis Baldwin
Irene Berner
Charly Busky
Ahn Chan
Ben Cohen
Frank Connor
Vijay Dunnala
Scott Edmonds
Linda Egan
Dick Erspammer
Amy Forbes
John Goracy
Kelly Halley
Tom Harris
John Hersey
Venkat Kanneganti
Forest Knestrick
Bette Lapoint
Nigel Lewis
Sarah Micciche
Angie Mietkiewicz
Joe Molnar
Ted Mui
Jeannie Novick
Todd Palmaccio
Irene Payne
James Phetteplace
Ray Pinto
Gomathi Ponnuvelu
Beth Powell
Kuldeep Rana
Kim Reitter
Patricia Richardson
Juan Romero
Ohenese Saki
Satish Sankura
Mark Taricco
Dave West
APPLICATIONS
WHAT THIS TEAM DOES
Supports and maintains the current clinical, financial, human resources and administrative systems for UMass Memorial Health Care.
Key Accomplishments Laboratory and Radiology order
integration for ED PulseCheck system
Migration of interfaces to the new integration engine
ICD-10 Implementation
Social Security Number remediation
Implemented Allscripts PreNatal system
Applications
UMass Memorial Information Services / 15 /
PROCESS IMPROVEMENT
WHAT THIS TEAM DOES
Responsible for improving the quality and efficiency of Information Services' processes through customer-centered process design, utilization of the idea systems, and Lean deployment
Process Improvement
Key AccomplishmentsIS beat stretch goal for number of ideas
implemented by 70%
Re-engerized IS idea boards and added 14 new idea boards for an increase of 350%+
46% of the IS department achieved white belt certification and 13% achieved yellow belt certification
UMMHC CEO selected IS Training Team and the Project Management Office (PMO) as Sweet 16 finalists
Created improvement journey Passports for each IS employee to improve alignment with UMMHC 2020 Vision
Established the Desktop Team as one of UMMHC's three pilot "Model Cells" to trial the "Shingo Model" improvement methodology
Certified in 2015Michael Adams
Maria Ayik
Mohamed Azeez
Dan Baker
Michael Beauregard
Regina Behan Lemire
Andrew Belseth
Kim Bergin
Eric Bernard
Anne Bianchin
Eileen Billings
James Blair
Michael Bosselman
Bruce Bouthsarath
Cheryl Brennan
Caroline Brooks
Charles Busky
Richard Bylund
Marina Cabezas
Vanessa Calabrese
Dawn Canterbury
David Chase
Patrick Chase
Kerie Choiniere
Peter Chunis
Adam Cohen
Dave Cormier
Matt Corridori
Mark Crump
Darcy Del Dotto
Lori Desautel
Margy Diaz
Rebecca Dineen
/ 16 / 2015 Annual Report
IS Ideas Implemented FY14-FY15
329
53
Belt Certifications at All Levels for FY14 & FY15
WHITE
YELLOW
GREEN
NUMBER OF IDEAS
26112
13
39
03
FY14FY15
Spencer Dinsmore
John Duci
Gina Dunn
Jim Dunstan
Linda Egan
Thomas Eglin
Mary Ellen Jurchak
Scott Emery
Annette Farley
Kristin Fitzpatrick
Noreen Flynn
Amy Forbes
Bruce Forman
Mary Garabedian
Tia-Marie Glennon
Jose Gonzalez-Blosser
Tara Gordon
Doreen Grabauskas
Kelly Greene
Lisa Grigaitis
Halina Gucwa
Halina Gwozdz
Lisa Harris
Sue Hebert
Wade Herrick
Micaela Hersee
John Hersey
Peter Hogan
Neal Kalra
Eileen Kelly
Shinae Kim
Russell Kimball
Joette Kriynovich
Victor Kruczynski
Nik LaGares
Sue Letscher
Dana Locke
Barbara Londergan
Bill Luman
Laura Lysaght
Deborah MacDuff
Michelle Macwalter
Catherine Mak
Mark Manseau
Scott McAdams
Aaron McGaffey
Meredith McInnes
Angela Mietkiewicz
Joseph Mungo
Scott Nelson
Daniel Netto
Jean Novick
Samantha O’Connor
Carl Osorio
Robin Pacheco
Joan Parker
Irene Payne
Tina Petras
Jonathan Pinault
Krisha Podkowka
Gomathi Ponnuvelu
David Pratt
Jane Prouty
Susan Demers
Darlene Rhodes
Dina Rich
Pat Richardson
Julie Rivers
Juan Romero
Robert Seamans
Guilherme Siqueira
Robin Sodano
Brian Sowell
Laurie Spencer
Patrick St. Jean
Paula Stoever
Susie Sutherland
Mark Taricco
Tim Tarnowski
Sandy Taubert
Cara Ting
Nancy Tivnan
Kelly Tolson
Sean Trapp
Robert Tremblay
Elizabeth Trumble
Barbara Tully
Eric Vadeboncoeur
Maureen Villars
David West
William Zalewski
Robin Ziko
George Zina
UMass Memorial Information Services / 17 /
A LOOK AHEAD TO 2016
MISSION
To support the best patient care in Central New England through high-quality technology solutions and services.
VISION
Information Services will be known as a committed and collaborative partner continually improving our technology, process, and people through a culture of caring, quality services, innovation and excellence.
OUR VALUESWorking togetherEngaging our community
In 2016, we will build upon the significant momentum we established last year. We will work hard to put the patient at the center of our work and improve our computing environment for our caregivers. Our IS Strategic Plan includes the following goals and objectives:
Talent Management: Finalize the recruitment of our teams, achieve required training certifications and expand our internal staff development programs. Create staff and leadership development opportunities by leveraging our work on the IS Strategic Plan and improvement initiatives.
Process Improvement: Establish an IS-balanced scorecard to monitor and improve key performance indicators. Grow our improvement and learning capabilities, achieve 100 percent white belt certifications, expand our use of advanced Lean methods, evolve our Model Cell and exceed our annual goal for number of ideas implemented per employee.
Partnership with UMMS: Continue to strengthen our partnership with University of Massachusetts Medical School, document and improve current-state processes in support of research, advance our thinking on UMMHC as a learning laboratory for research and improvement and partner to design our future-state academic electronic medical record capabilities.
IS Service Management: Document and improve current-state processes in pursuit of world-class IS service delivery. Work with our customers to establish and monitor key performance indicators. Improve system availability for our critical legacy systems and reduce the number of critical events.
Epic: Stabilize the newly formed, multi-disciplinary Epic team and strengthen our partnership with our vendor partner, Epic. Design and build the Epic clinical and revenue cycle system for all UMMHC entities. Prepare the Epic system for integration testing. Work with Entity Leaders to expand organizational transformation responsibilities to UMMHC frontline managers and leaders.
Infrastructure: Continue to improve the stablization of the current infrastructure. Design and architect a world-class infrastructure for all UMMHC entities. Build all infrastructure components in preparation for the 2017 Epic go-live. Develop, publish and maintain infrastructure standards and strategies for all UMMHC entities.
CommunicationAccountabilityRespectExcellence!ntegrity
Initiating the transformation of our IS Services in 2015 has prepared us for the exciting and challenging work ahead. Key milestones for the Epic Project are included in the Exhibits. Our team is very thankful to be part of this transformation and looks forward to becoming a strategic enabler for UMMHC’s 2020 Vision.
/ 18 / 2015 Annual Report
teamwork transition
innovationteam
rewarding
epic
challenging
excitementopportunity
The IS team was asked what words best describe their expectations for 2016. The team is very excited about the upcoming challenges.
UMass Memorial Information Services / 19 /
Patient Care Research & Education
UMASS MEMORIAL
HEALTH CARE
UMASS MEDICAL SCHOOL
Partnership of IS Support
Partnership of IS Support Health system as learning lab for research and improvement (quality, efficiency, cost)
Bring data, information and resources together to improve research, education and patient care
Send data to UMMS Clinical Data Repository
Enable clinical and translational science
Academic Electronic Medical Record
Information Services support and security
UMMS/UMMHC Partnership – Create an Enabling Culture of OwnershipPartner with UMMS to build an IT system that integrates all available clinical data, is fast, dependable and easy to use from a secure mobile platform.
EXHIBITS
/ 20 / 2015 Annual Report
UMMHC IS Strategic Plan ScopeSingle Record for: Patient Provider Employee Financial
UMASS MEMORIAL HEALTHCARE
UMMHC AFFILIATES
UMass Community HospitalsClinton Marlborough HealthAlliance
UMass Memorial Medical CenterUniversity Memorial Queen St. Hahnemann
UMass Memorial Medical CenterFacility-Based Office-Based
Community Healthlink
EMS HealthAllianceCancer Center
AccountableCare
Organization
Health AllianceHome Care & Hospice
ASC & Urgent Care Life FlightHealth AllianceAmb. Surg. Ctr.
Managed CareNetwork
Quest Lab
CommunityPhysicians
Shields MRI
Amb. Surg. Ctr.
Hospice LT Care
Shields Pharmacy
CVS Home Care
Fairlawn Rehab. Hosp.
Foundation
Health Plus
Labs
Health Systems
Retail
Hospitals
Clinics
Pt Homes
Ac. Med. Ctrs.
Urgent Care
Employees
Amb. Surg. Ctrs
Regulators
Community Physicians
Community Health Centers
UMMHC IT Strategy Scope
Data Exchange (HIE, Pop Health) - All
UMass Memorial Information Services / 21 /
External
HIE
Home Devices
IS Strategic Plan Scope: UMMHC’s Full Continuum of Care
Advanced Integration Platforms
Information Technology Infrastructure
Research & Education: Inst. Review Board, CTMS, Registries, Cohort Mgt. CME, Residents, Educ. EMR
ACO/Pop. Health/Clinical & Business Intelligence/Analytics
Portals: Patient, Physician, Employee, Admin./Board and Member
Internal
ApplicationSoftware & Biomed
Devices
Clinical Data Warehouse
Medical School Storage
Data Center I.T. Security Voice Network Perf. Mon. Tools
Servers
Disaster Recovery
Single Sign On
Data Network
Wide Area Network
Wireless Network
Devices
Mobile
Inf. Mgt Tools
Collaboration Tools
Service Desk
Critical CareTransport
EMS
Life Flight
Patient Access
Registration
Scheduling
Ent. Pt. ID
Eligibility
Authorization
Referral Mgt.
Enrollment
Insurance
Home Care Personal Health Records
AffiliatesMed. CenterHospitalsClinicsServicesUrgent CareAmb. Surg. Ctr
UMMHCMed. CenterHospitalsClinicsServicesUrgent CareAmb. Surg. Ctr
UMMHCTelemedicineICUStrokeRadiology
Non-UMMHCMed. CenterHospitalsClinicsServicesUrgent CareAmb. Surg. Ctr
Rehab.
Home Devices
LT Care
Vitals – Wearable TechnologySub-Acute
Hospice
Retail Sites
Therapy
Glucometer
Skilled Nsg.
Patient Care Patient Care Post Acute Care Patient’s HomeAdmin. & Support
Env. Svces. Food & Nutr. Infect. Prev. Biomed Equip. Supply Chain Transport Case Mgt. Quality Marketing HR Education Facilities Security HIM/MRCredentialing StrategyEtc.
Legal Compliance Audit Document Imaging DevelopmentFinance Payroll Hosp. Billing Phys. Billing Rev. CycleAccts. Rec. Cost Acctg. Contracting Pricing ProcurementEtc.
ENTITY UMMHC IS SCOPE DATA SCOPE
UMMHC FULL FULL
UMMS NONE PARTIAL
AFFILIATES PARTIAL PARTIAL
NON-UMMHC NONE PARTIAL
/ 22 / 2015 Annual Report
Enterprise Level Health Care IS Leadership RolesUpdated 2/2/16
Eric Dickson, MDPresident & CEO
Steve Tosi, MDChief Physician Exec. &
Pres. UMMMG
Sergio MelgarEVP & CFO
Tim TarnowskiSVP & CIO
Penny IannelliSr. PI Specialist (CITC)
Tom EglinIS Strategy Development –
UMMS
Robin SodanoVP IS Business Operations
Eric Alper, MDVP & Chief Clinical Informatics Officer
Cliff HohbanAVP Epic
Pat RichardsonDirector Applications
Dan BrucknerAVP Infrastructure
Bruce FormanChief Information Security Officer
Chuck KrupaDirector IS (HA)
Renee BroadbentAVP Pop. Health IS
Bob DulleaCorp. VP, CIO, Facilities, Support Services (HA)
John GreenwoodACO President, UMMMG CFO
UMMHC Parent Board
IS Committee of Board Board Committees• Audit
• Compliance• FinanceIS Strategic Plan
Clinical Informatics Clinical EpicPhysician Advisory Council Financial Epic
Infrastructure & Security
IS Operations Committee (Non-Epic) Epic Ex. St. CommitteeIS for ACO
UMass Medical School ITC
Reliability & Speed Usability & Interoperability Usability & InteroperabilityUsability & Interoperability Research & Education
UMMHC IS Governance ModelUpdated 2/2/16
Existing Future IS Focus Area
UMass Memorial Information Services / 23 /
Epic Project Implementation TimelineMajor Milestones Phase 1
2015 2016 2017Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
Dedicated Epic TeamOct/Nov 2015
Subject Matter ExpertsJan-2016
Stabilize Optimization
Design, Build, Validate Integration Testing Cycles
v.2015 Installed
Sign Contract
Wor
kflow
Bui
ld D
one
Test
Issu
es F
ixed
Content Done
Phase 1 Go-Live
1/1 Plan Done
Begin Design
3/1 Design Done
Begin Build & Workflow Adoption
9/2 Build & Workflow Adoption Done
Begin Testing
12/1 Infrastructure Ready
3/31 Testing Done
Begin User Training
5/1 7/1 User Training Done
Begin Activation
10/1 Phase 1 Done
Transition to Support & Optimization
3/31 7/11/13
Phase 1: UMMMC, UMMMG, Clinton, Marlborough, Academic EMR, UMMS CDR Interface, ACO Modules
Soarian Exit Strategy Selection
Project Plan Development
Completed on Schedule
/ 24 / 2015 Annual Report
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