CascadeMedical.org 1 Report to our community 202 2
2 2022 Report to Our Community As I reflect on the past year, I am filled with gratitude for the entire Cascade Medical team. Just over a year ago, vaccines became available to protect against COVID-19. We have now vaccinated hundreds of community members. We also continue to test for and treat patients with COVID. We adapted to changing regulations, responded to surges, and have been steadfast in our care of our community through what feels like a very long pandemic. That is in huge thanks to the deep commitment of every Cascade Medical teammember. Pandemic response is only part of our work. We’ve maintained our range of high-quality services throughout the pandemic, with the addition of telemedicine capabilities. In addition, we worked throughout 2021 to implement a new electronic medical records system, which enhances communication and safety across all departments. It also brings a much more functional, useful portal to our patients. We’ve maintained financial strength, which provides a foundation to meet the needs of our community well into the future. We were able to utilize federal pandemic relief funds to reinvest in critical capital components, including upgrades to our HVAC system, IT infrastructure, new hospital beds, and touchless entry systems. We also continued our commitment to pay market wages to team members, including an investment in retention bonuses. Continued investments in our people and our infrastructure are key to ensuring services remain available to our community into the future. As we look forward to the remainder of 2022 and beyond, we will remain focused on understanding the needs of our community and working to meet those needs. In the coming months, we’ll be conducting our Community Health Needs Assessment and then building a three-year strategic plan to meet community needs. We will continue work to mitigate impact from national health care workforce shortages, including maintaining our Medical Assistant apprentice program and increasing the numbers of nursing students we train. We will also continue to lend our voice in support of solutions that address local housing shortages and lack of affordable housing, a challenge that impacts our ability to recruit and retain talented team members. There is certainly no shortage of work ahead. As we lean into this work, our thoughts are of you and how we may continue to best serve you. Thank you for honoring us by entrusting us with your care. Diane Blake, CEO
CascadeMedical.org 3 Who we are: Cascade Medical is a nonprofit Critical Access Hospital dedicated to the well-being of the Upper Valley community. Our hospital district covers 1,200 square miles in North Central Washington, including the towns of Plain, Leavenworth, Peshastin and Dryden. Cascade Medical is an exceptional rural health care facility. We are a team of compassionate and dedicated professionals who provide quality primary care, services and resources to our patients and their families. Board of Commissioners Thomas Baranouskas Mall Boyd Mary Helen Mayhew Helen Rayfield Bruce Williams Executive team Diane Blake, Chief Executive Officer Pat Songer, Chief Operating Officer and EMS Chief Marianne Vincent, Chief Financial Officer Melissa Grimm, SPHR, SHRM-SCP, Chief Human Resources Officer, Risk Manager and Privacy Officer Our mission inspires the work we do here:
4 2022 Report to Our Community 15,691 Clinic visits with a primary care provider for 2021 845 Behavioral health visits 419 Mammography exams 7,880 Immunizations 230 Endoscopies (including colonoscopies and upper endoscopies) 3,879 Emergency department visits, including 2,122 locals 4,301 Radiology exams: including 1,258 CT scans 26,908 Lab tests 8,453 Physical therapy, speech therapy and occupational therapy visits 1,320 Ambulance calls—67% resulted in patient transport COVID-19: 5,621 doses given (Jan. 1 through Dec. 31, 2021) All other immunizations: 2,259 2021 statistics: By the numbers
CascadeMedical.org 5 When gauging our effectiveness, numbers make up an essential part of the story. They illustrate the number of patients we help over the course of a year, how many seek what kind of services we offer and paint a big-picture view of the impact we make on the communities we serve. At Cascade Medical, we always keep in mind that behind every single number is an individual with their own story, needs and reasons why they travel through our doors. While every story is unique, each patient’s expectation is universal—to receive the highest quality care, from individuals they know and trust. Each of these numbers are built on one-on-one partnerships in care, and we are grateful for each and every one of them. If you need help paying your hospital bill, whether or not you have insurance, call our financial counselor at 509-548-3436, or visit cascademedical.org/financial-assistance. You may qualify for a discount under Cascade Medical’s Community Financial Support Program. $161,258 in discounts and financial assistance granted to 108 people to cover medical costs
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CascadeMedical.org 7 Kindness is the greatest gift of all It’s no secret that one of the groups the pandemic hit hardest has been those working in customer service, in all sectors. Those working customer service in health care have been hit especially hard though, as patient stress, the fear of high costs, and even higher personal stakes for some with challenging medical conditions combine to create an at-times toxic interaction for those who do nothing more than want to help. For many patients, it’s that frustration at not being able to “cut through the red tape” that drives many poor encounters. What folks need to remember, according to PSR Merce Chamness, is that much of that “red tape” is actually protections ensuring patients actually get the care, prescriptions and attention they need. “We need people to know that, especially in this pandemic, requirements and procedures can pivot on a dime,” says Chamness. “We have to come into work asking a thousand questions, making sure we have everything dialed in, because so much changes everyday. It can be so frustrating that people just don’t understand that and treat us like a punching bag. They’re literally shooting the messenger.” Health care staff understands how stressful life is. That stated, there is a limit as to what is acceptable behavior towards staff. Cascade Medical Chief Human Resources, Risk & Privacy Officer Melissa Grimm says, “While we prefer to focus on providing exceptional care, we have had tough conversations when needed with patients regarding behavioral expectations and will continue to do so as necessary.” So why do they stay? One reason: the people. Chamness says, “There are so many patients that come in all the time that are just the sweetest people, and that make you so happy when you hear them…there is certainly kindness out there, and I appreciate it so much when you see it.” What can you do to help? “Cascade Medical operates on a foundation of seven shared values, which we hold dear,” says Cascade Medical CEO Diane Blake. “Our value of community is vital to our interactions with our patients and each other. We enjoy helping others, and especially in tough times, we focus on a common purpose to achieve the common good. Complementary to this is the value of respect...and that respect should be mutual. We know coming to receive medical care can be stressful. We simply ask that our patients honor the efforts of those serving them and extend as much grace as they can, as well as full respect. There is an incredible team at CM doing their very best to bring us all safely through these extraordinary circumstances.”
8 2022 Report to Our Community This new patient portal is a more expansive experience, with your entire medical record at your fingertips.
CascadeMedical.org 9 Our growth New Electronic Medical Record: More options. More control. Better communication. Sometimes we highlight growth in lots of smaller areas. This year, we would like to highlight one large project—our new Electronic Medical Record (EMR). After a full year of building, testing and testing again, Cascade Medical went live with our new EMR February 1. What does this mean for our staff and providers? Behind the scenes, our new EMR brings our technological capabilities up to the latest standards. There is always a learning curve to start, but ultimately this means more efficient workflow, less time dealing with tech and more time devoted to all aspects of care. From a faster appointment-scheduling experience to your best care visit possible and proper aftercare of your patient account, this new EMR will strengthen our ability to give you the best, most cost-effective care possible. What does this mean for you? A new patient portal! This new patient portal is a more expansive experience, with your entire medical record at your fingertips. Test results, appointment history, billing statements…they all will be available in our patient portal and app. Additionally, if you see a primary care provider here at Cascade Medical, you will be able to directly message with your care team and get timely answers to questions that may not even require an office visit. What can you do to make this process seamless? Two things: Even if you are a longtime patient of Cascade Medical, make sure you bring your insurance card and your valid ID to every appointment. This will ensure we have the most up-to-date information possible. How do you sign up for the new patient portal? Simply give us a call at 509-548-5815 or stop by in person to talk with one of our Patient Service Representatives. HIGHLIGHTING
10 2022 Report to Our Community “Cascade Medical has provided me with an opportunity to make a difference and improve health care through data, fostering my own personal growth along the way. By analyzing quality data, I provide important information and insights into the needs of our patients and our organization. Providing information to help drive action is highly rewarding, as I know that the community and our patients are on the receiving end of any improvement efforts. I couldn’t be happier to be a part of that process.” Sarah Portin Quality Data Analyst Making a difference Cascade Medical is a dedicated team of professionals who are committed to caring for friends, neighbors and visitors. That warmth makes us who we are as an organization. We asked our staff what they love about working here. At the heart of their answers was you— our patients and our community. “Being an EMT, we’re asked to meet our community when they most need help, and when they’re likely most vulnerable. It’s a big responsibility, but it’s also a big opportunity to show care in a way not many people get to do.” Lester Stoltz EMT
CascadeMedical.org 11 “Why do I work at Cascade Medical? Besides the paycheck, what really helps me enjoy work here is to be involved in a business providing so much for the area you live in. Every day I see my fellow employees go to the ultimate to help someone in need. The adults I met when I moved here 45 years ago are all writing their final chapters now. Seeing the care they receive from my coworkers touches me beyond everything. Speaking of my coworkers, they are the final reason I work here. My father always said ‘Work hard, enjoy the work you do, be kind, and the rewards will come. If you don’t like it, quit. Don’t make those around you miserable.’ After all these years, I’m still here. That should tell you everything.” Steve Steinke Maintenance Tech “Cascade Medical has been my home since 2004. In these past 18 years, big, life-changing events occurred, a few being the birth of my two children and the more recent passing of my mother. During these times, my Cascade family embraced me fully. It is a comfort and a privilege to work in a place where we can share both a professional relationship and a more personal relationship outside in this incredible community. I cannot imagine a better fit than CM.” Holly Blue Mammography Tech “Everyone has a story to tell. At CM I get the time to listen in to people’s stories as they unravel their health challenges. Working in Rehabilitation Services gives me the privilege to join in on creating solutions toward better functioning in our lives. The solutions are always unique, in every case! This job is never boring, and learning the stories of this community, being a part of it, is very rewarding.” Sabine Kaul-Connolly Occupational Therapist
12 2022 Report to Our Community Cascade Medical 817 Commercial St. Leavenworth, WA 98826 cascademedical.org Office hours 8 a.m. to 5 p.m., Monday through Friday Available 24/7 for emergencies Contact information Emergency Room Phone: 509-548-5815 Hours: Open 24 hours, every day Family Practice Clinic Phone: 509-548-3420 Hours: 8 a.m. to 5 p.m., Monday through Friday; 8 a.m. to noon, Saturday Physical, Speech and Occupational Therapy Phone: 509-548-3421 Hours: 8 a.m. to 6 p.m., Monday through Friday Diagnostic Imaging/Lab Phone: 509-548-2512 Hours: 8 a.m. to 5 p.m., Monday through Friday Nonprofit Org. U.S. Postage PAID Coffey Communications Cascade Medical 817 Commercial St. Leavenworth, WA 98826-1316
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