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183623 2015 annual report
Caris Healthcare Presorted Standard U.S. Postage PAID Knoxville, TN Permit No. 309 10651 Coward Mill Road Knoxville, TN 37931 Hospice: Your Life, Our Mission Report To The Community WWW.CARISHEALTHCARE.COM 2003 2015 A call to Caris is a call for help. Tennessee Vision Caris is committed to being your World Class Hospice Mission Hospice Care with Grace Values Compassion Accountability Respect Integrity Service Athens Area Of�ice 421 Old Riceville Rd, Ste 3 Athens TN 37303 Phone: 423-507-0889 Chattanooga Area Of�ice 5959 Shallowford Rd, Ste 551 Chattanooga TN 37421 Phone: 423-899-4044 Columbia Area Of�ice 1412 Trotwood Ave, Ste 11 Columbia TN 38401 Phone: 931-388-1615 Cookeville Area Of�ice 2525 Highway 111 North, Ste B Algood TN 38506 Phone: 931-537-3430 Crossville Area Of�ice 60 Ridley St, Ste 127 Crossville TN 38555 Phone: 931-456-8970 Dickson Area Of�ice 106 Highway 70 E. Ste 5 Dickson TN 37055 Phone: 615-441-5296 Greeneville Area Of�ice 2140 E. Andrew Johnson Hwy. Greeneville TN 37745 Phone: 423-638-2226 Johnson City Area Of�ice 110 West Springbrook Dr, Ste A Johnson City TN 37604 Phone: 423-929-2044 Knoxville Area Of�ice 10651 Coward Mill Rd Ste B Knoxville TN 37931 Phone: 865-694-4988 Lenoir City Area Of�ice 501 Adessa Blvd. Ste 130 Lenoir City TN 37771 Phone: 865-988-8034 www.carishealthcare.com Milan Area Of�ice 5120 Telecom Dr, Stes B & C Milan TN 38358 Phone: 731-686-3723 Columbia Area Of�ice 121 Executive Center Dr. Ste 131 Columbia SC 29210 Phone: 803-794-4141 Murfreesboro Area Of�ice 242 Heritage Park Dr, Ste 101 & 102 Murfreesboro TN 37129 Phone: 615-217-8720 Greenville Area Of�ice 111 Smith Hines Rd, Ste D Greenville SC 29607 Phone: 864-297-7444 Sevierville Area Of�ice 980 Eastgate Rd Sevierville TN 37862 Phone: 865-453-0321 Myrtle Beach Area Of�ice 174 Waccamaw Medical Park Ct Conway SC 29526 Phone: 843-349-4400 Nashville Area Of�ice 2525 Perimeter Place Dr, Ste 131 Nashville TN 37214 Phone: 615-366-9952 Somerville Area Of�ice 17410 Highway 64 Somerville TN 38068 Phone: 901-465-2120 Spring�ield Area Of�ice 2308 A Memorial Boulevard Spring�ield TN 37172 Phone: 615-384-3833 Support Center 10651 Coward Mill Rd Knoxville, TN 37931 Phone: 865-694-4848 Virginia Bristol Area Of�ice 1701 Euclid Ave, Ste H Bristol VA 24201 Phone: 276-494-0465 South Carolina Anderson Area Of�ice 129 Straight Dr Anderson SC 29625 Phone: 864-225-3139 Charleston Area Of�ice 1064 Gardner Rd, Ste 313 Charleston SC 29407 Phone: 843-402-0614 21 Greenwood Area Of�ice 446 East Cambridge Ave Greenwood SC 29646 Phone: 864-330-3350 Sumter Area Of�ice 105 E. Wesmark Boulevard, Ste 4 Sumter SC 29150 Phone: 803-774-8400 St. Louis Area Of�ice 13995 Clayton Rd, Town and Country MO 63017 Phone: 636-527-6675 Bristol Area Of�ice 1701 Euclid Ave, Ste H Bristol VA 24201 Phone: 276-494-0465 Missouri Kansas City Area Of�ice 3980 S. Jackson Dr, Independence MO 64057 Phone: 816-795-1229 St. Louis Area Of�ice 13995 Clayton Rd, Town and Country MO 63017 Phone: 636-527-6675 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 Coverage Map Ethics Statement We Honor Veterans A Message to the Community from Founder & CEO Norman McRae Many of the patients we serve every year are veterans. As a result Caris has made a commitment to better serve veterans through pursuing the We Honor Veterans program. This program is a partnership with the National Hospice and Palliative Care Organization (NHPCO) and the Department of Veterans Affairs (VA). It is a commitment to provide intensive training to our caregivers who serve veterans and their unique needs as well as the needs of their loved ones. As members of We Honor Veterans, Caris has access to training and resources designed to keep us current and prepared to serve this special population. ETHICS STATEMENT Caris Healthcare will not provide care that is designed to hasten or prolong a patient's death. We are here to assist the patient and family through the dying process as it unfolds. At the end of life, each individual has his/her own set of needs. Patients and family/caregivers may have many questions or concerns. Caris is a resource to assist in resolving issues related to interpreting what is the best, most appropriate course of action. The Caris Ethics Committee may be accessed by the community at www.carishealthcare.com. www.carishealthcare.com 20 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 I am so pleased to announce that during 2014, all Caris Healthcare offices achieved Level 4 status, the highest level of achievement in the We Honor Veterans program. Caris achieved this level of excellence so we can provide personalized care to veterans. The We Honor Veterans program joins our Three Most Important Things program as a tool to ensure each patient receives compassionate, individualized care. As new Caris offices open, they, too, will be committed to achieving this highest level of partnership with the We Honor Veterans program. Included in this report are stories about veterans who Caris has served along with veterans who are employed by and volunteer with Caris. During the September 2014 Medal of Honor Convention held in Knoxville, Tennessee, which Caris was a sponsor for, several Caris employees had the honor of eating dinner with Medal of Honor recipient U.S. Army Staff Sergeant Leroy A. Petry and his wife. Staff Sergeant Petry distinguished himself by acts of bravery, risking his own life in the face of an armed enemy in the vicinity of Paktya Province, Afghanistan, on May 26, 2008. He received enemy-inflicted multiple shrapnel wounds to both legs. In addition, his right hand was amputated at the wrist from a detonated enemy grenade as he threw it to protect two fellow soldiers. www.carishealthcare.com 1 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 Veteran to Veteran Volunteers Gifts to Foundation in Memorium Alford, Angie Caris is committed to serving veterans. This commitment is lived out by staff members, some of whom Carl W. Lindquist Stedge, Barbara Carl N. Lipford Cooke, James are veterans, and by volunteers. As a part of the We Milton N. Lipford Edwards, Mr. and Mrs. Billy Schuettinger, Sandra Honor Veterans program, Caris enlists veteran volun- Milton Lockman Vennari, Marilyn teers who share a profound understanding of veteran Alice Love Toulson, Ed needs and want to make a difference in the lives of our patients. Veteran to Veteran Volunteers have a deep Susan Love Blair, Sally Mumpower, Jason Liberty Baptist Church - Food Team desire to serve an underserved population with unique Susan N. Lovelace White, Donna needs. Ernestine N. Lovelace Baker Jr., Dr. and Mrs. Elbert Favier, Rieka Leading Edge Communications, LLC. Tjossem, Marjorie “As a Veteran, when I began volunteering at Caris Healthcare, I was seeking an opportunity to help other veterans and people in the community. However, after a while I came to realize that Caris was helping me.” -Dennis Jones, Caris Veteran to Veteran Volunteer Ernestine E. Martin Silver, Mr. and Mrs. Fred Mary E. Martin Barrineau, Earl Keegan, James Mary Matheny Shaw, Ervin Mickie J. McLaurin Jackson, James Rayford J. McLaurin Dennis, Patti Krebs, Bruce Soddy Daisy Middle School The Tyner Girls 2003 Caris Healthcare is formed by Norman McRae and National Healthcare Corporation on August 3, 2003 Norman McRae at his home office, on the opening day of Caris Healthcare www.carishealthcare.com Joseph E. McQuade Sr. Keeley, Phyllis Smith, David 2 Carolyn F. Mincey Greenwood Capital Associates, LLC. Helen S. Moore Greenwood Capital Associates, LLC. 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 Bessie H. Nault Hamilton, Charles Hart, Donna Nault, Richard Nault, Robert Piontek, Theodore Robinson, Marian Swalagin, Mary Thursday Morning Club Joyce A. Newberry J. Henry Stuhr Inc. Patricia O'Brien Greer, W. Heim, Rolland Himebaugh, Glenn O Brien, William Virginia O'Brien Wlodkoski, Joseph George E. Owen Allen, H. Blocker, James Edmondson, Betty Franks, Michael Russ, Kellie York, Larry Stephen M. Owen Atkins, David Childers, Roger RMAX, Inc. Harkha Patel Patel, Jayashree Chandra Payne Young, Doug Jones, Glenn Ann Perry Perry, Frances Sheer, Charles Brooks Plumley Greene, Sue Gordon Z. Polofsky Aaron, Mr. and Mrs. Jack Martha A. Powell Bibb, Robert Sara White Price Mcminn County Republican Women Shirley J. Rawls Alley-Cassetty Brick Beatrice S. Riggins Bernatchez, Robert Ellen K. Morrison Walker, Richard Betty O. Roach Gudger, G. Patricia M. Mossop Ray, Sharon John E. Robbins Kotch, Greg Shayuth, Melinda Alice V. Mueller Cashion, Phyllis www.carishealthcare.com Frances Roberts Carmody, Frank Robbins, Terry Rudolph, Margery Speicher, Barney Speicher, Ronald Duncan Park Baptist Church First Baptist Church of Kingston Margaret Roberts Hyde, Mary Proenza, Ralph Roberts, Charles Doyle W. Robinson Nagel, Mary Ratner Companies Joan M. Roche Garrett, James Roche, Stephen Memorial & St. Elizabeth's Healthcare Services, L.L.P. Eleanor M. Ross Ross, Jack Ruth H. Ruby Hollenbaugh, Isabelle Patricia L. Sabin Miller, Joan Mary A. Sawyer Zebrowski, Ray Carmella Scripa Barnett, Leona Larry Shaffer Pope, Billy Fishers of Men Ministries Gary Shaw Brannon, Shirley Mary T. Shaw Bernstein, Mark Brewington, Marvin Mika, Rosemary June Shelton Shelton, Victoria Phoebe A. Snell Kenney, Fred Bowles, Philip Bowles, Scott Philip F. Steigerwalt Stasche, Augustus Steigerwalt, Helen Mary E. Wells Backley, Carolene Schaeffer, Eddie Ivan A. Stephens Stephens, Ronny Jimmy Wheeler Beard, Pauline Zwall, Dick Johnson City Power Board Science Hill Class of 1955 Cornelia A. Stewart Stewart, Jimmy Jay M. Strait Botelho, Paula McMaster, Kaye Reburn, Robert Caughman Enterprises, Inc. Margaret L. Sturm Refine, Elmer (J. W.) Taylor Taylor, Helen Albert L. Tepel Sackett, Diana Sanchez, William Walker, Harvey Marguriete C. Thomason Reiter, George Greenville City Fire Dept. Elizabeth M. Thompson Beidel, Evelyn Charles F. Troutt Troutt, Peggy Jimmy L. Wheeler Jr. Hull, William Sandhagen, Ray Wubbena, Delmar Jean B. White LaPorte, Sam Marvin E. Williams Bryant, Ron Gamble, Jeff Gentry, Rodney Parrish Jr., J. Stroh, Laura Webb, Paul Fridrich & Clark Realty, LLC SEC Football Officials Association Robert B. Winters Jr. Connell, Margie Hammond, Mrs. Hubert Owings, Mr. and Mrs. Willis Bigbee Steel Buildings, Inc. Nancy J. Wright Schrader, A. White, Jim Wanda L. Tuell Gillespie, Earl Donald J. Vanbibber Green, Wendell Williamson, Leon Francis L. Vinson Ritsch, Martin Kimberly C. Vinson Allgood, Joel Crenshaw, Theron Putnam, Gary School District of Pickens County Helen H. Shock Joslyn, Fredric Mulkey, Jr., Hugh Munz-Pirnstill Funeral Home Maryann R. Wagner Alley, Wade Minnie J. Simpson Moore & Balliew Oil Co., Chandler, Richard Inc. Adam A. Smith Howe, Leslie Kneer, John Mincer, Cynthia Donald Smith Anderson Mens Hall of Fame Evelyn P.Smith Beatty, Elma Moore, Robert 19 Louise Waters Hall, Harry Kuhlman, David Owens, Cleo Sealed Air Corporation Self Regional Healthcare Bert D. Weeks Stanford, Terry Greta E. Wells Bowles, Gloria 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 Gifts to Foundation in Memorium Clarence G. Adams Covington, L. Franks, Shirley Fuqua, Ronald Robertson, R. Warren, Rodney Wetton, Bruce Winters, Jerry Palestine Methodist Church Avelina C. Alvarez Ackermann, C. Alvarez, Barbara Carril, Kevin Carril, M. Hoppenjans, Louise Kodsi, Joesph Leadership Outfitters McCall, James McCamish, Dr. Dewayne Settles, Margaret Tew, William Weill, Flossie Weill & Long, PLLC Gertrude E. Andrews Anderson, Patricia Donald W. Arms Larimore, Sue Donald D. Armstrong Lawrence, Larry Woodbury, Billy George E. Avery Lima Brighton School Evans, Phillip Grace Brown Brown, Sybil Jashinsky, Ed Marion, Annie McFaddin, Henry Mann, Steven Weisenberger Jr., William Commerce Union Bank Juanita M. Brown Hendrickson, Lois Meadows, Robert Miller, Ogee Potter, Rachel Lena B. Creech Johnson, Teresa Erlene B. Bugg Basham, May Belle Meyers, Tammy Tenpenny, Don Margaret S. Burris Meyers, Julie Helen R. Craine Bresson, Ruth Craine, Francis Ben A. Crumley Mcminn County Republican Women Eugenia Cucolo Neely, Robert Jerome N. Carter Altavista Church of Christ Kristofer Dahlin Danson, Edward Opal K. Cason Cason, Edna Kristofer Dahlin Abba, Joseph Alcala, Rogelio Jolly, Letitia Kaple, Theodore Lourgos, Janis McQuary, M. Pelarske, James Thomas, Stuart Auto Property (Team of 15) Your Friends in Learning and Development Abner Cleb Chastain Pilkinton, Eva Lionel Chavez The Grover Family The LaRose Family Mickels, Eleanor Sleva, Robert Wilkins, Laverne Ruby F. Dawson Grant, Violet Prince H. Aydelott Aydelott, C. Mark W. Chilcote Chilcote, Carol Pease, Gregory Sherrard, Thomas Voight, John Ann Bahny Iresabal, Sharon Lois S. Clark Bates, Spencer Bernard E. Edgmon Miller, Laverne Mariluise S. Baker Harris, T. Knight, Ricky Roberts, Sandra Pancake Pantry Annie L. Clay Bard, William Marilyn E. Ellinger Holzen, Timothy Clara G. Clifton Brown, Gaylan Clifton, Leslie Corlew, Jeff Davidson, Randy Muehlhauser, Joel Rayburn, Timothy Rubert Ellington Englewood Baptist Church Charles M. Cobb Goostree, Robert Anna W. Endsley Curtis, Carolyn Joan S. Cothran Pinnacle Carothers Office Faye Evans Gunter, Velma Joseph A. Cotter Bracey, Fakie Bracy, Kenneth Jackson, Larry Lord, Billy Pridmore, Gaylon Reeves, W. Resha, Dee Uhles, Sandra Walling, C. Carol A. Ferrara Blasi, Larry Bynum, Barron Croll, David Daly, Richard Izzo, Ursula Larzelere, Marianne Markey, James Rowe, Dennie Smith, David Dorothy R. Bartlett Stewart, Marvin Foster, Barbara Mabel F. Beachler Rozek, John Dottie Bennett Sylvia Baptist Church William M. Blackie Jr. Bathrick, Jr., Mrs. Donald Davis, Mrs. Lipscomb Beatrice G. Blalock Hodges, Lee Venable, Phillip Randall N. Bowers Carlton, Vee Sullivan, Glenda www.carishealthcare.com St. George, Joanie Scientific Research Corporation Charles D. Ford Sr. Voly, Doris Gloria Jamison Wesner, Bruce Laura G. Gann Wisseman, E. Curtis E. Jenkins Jr. Gentry, Shirley Losito, Jo Matthews, Marion Mitrisin, Rhonda a Survey Engineer in both Korea and Vietnam. He was an Ruth R. Jennings Cordray, Joseph Miller, Earl troops entered - a very dangerous responsibility. Both he and Carmen Gillies Lee, Susan McCullers, Hilda Carrie L. Glenn Boyce, Louise Ora L. Griffith Rusager, C. Santee Baptist Church Sharpe, William Doyle D. Cummings Zabel, Jim Audrie Dubois Dubois, Henry Catherine M. Jones Savinsky, Dorothy Annie Hall Hindman, Steve Walnut Grove Baptist Church Mothers Class Catherine M. Hamman Hamman, A. Virginia Hatfield Peczy, John Stephens, Fred George W. Haun Williams, Mr. and Mrs. W. Charles Hilliard Barnes, Ernest Henry, Edward Hulshof, Bill Edward T. Henry Revocable Trust Alfred T. Hobbs Jr. Hobbs, Alfred Harriet Lynne Hooper Adams, Mr. and Mrs. Gary Ruth N. Emswiler Groves, Thomas Holt, Jerry Holt, Marvin Grace O. Hughes Eakes, Donald Eakes, Donald Bill Hayes Agency Coca-Cola Vend Center, LaVergne TN Virginia Sue Hughes California Products Corporation Charles R. Hupchick Elkins, Ernie Hornyak, Shirley Hummel, Constance Jamilik, Anne Retartha, Kathleen Searcey, Phyllis Sagewood Park Condo Association Gustav F. Isaac Bardsley, John Jennings, Edward Sawyer, Steven Spicher, Kyndal Ward, James 18 We Honor Veterans Barbara A. Kandel Allison, Claire Borchers, Robert Dzeda, Bruce Kandel, Gary Lipinski, Mark Lipinski, Michael Lipinski, William Morrow, Matthew Summit Racing Equipment James A. Kandel Allison, Claire Kandel, Gary Kandel, Jeffrey Lipinski, Michael Lipinski, William Morrow, Matthew Robert Bosch LLC Summit Racing Equipment Eloise M. Kephart Landress, Ben Law, Kenneth Roddy, Gary CBL & Associates Management, Inc. Richard E. King Jr. Brown, Martha Godsey, Shirley Godsey Land & Development, LLC Janos Kovacs Epps, Eva Gregory III, Percival Kovacs, Jozsef Kovacs, Klara McNeese, Thomas Betty L. Lane Treymour Village Condominiums Homeowners Assoc. Louise G. Langley Murphy, Willard Caris admitted a gentleman who served in the Army as extremely proud veteran. His job was to survey an area before his wife considered his service to our country one of the most important aspects of their lives together. For his last birthday, the Murfreesboro volunteers gave him a birthday party to remember. They decorated his motorized wheelchair in patriotic flags and streamers. He and the Caris volunteers had a parade along the circle of his condo complex. The neighbors came out to watch, and they clapped and cheered as he grinned from ear to ear. Upon his death, the volunteers gave his widow a Willow Tree figurine of a woman hugging a folded flag to her chest. This figurine now sits on her mantel along with her husband’s ashes and the flag that draped his coffin reminding her of her husband and his service to our country. 2004 Columbia, Tennessee office is certified by Medicare Knoxville, Tennessee office is certified by Medicare Louise W. Lee Quinnan, Edward Hazel R. Libhart Hall, Forest Lewis W. Lindquist 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 First Caris office is certified by Medicare in Cookeville, Tennessee www.carishealthcare.com Milan, Tennessee office is certified by Medicare Johnson City, Tennessee office is certified by Medicare 3 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 We Honor Veterans Testimonials Caris focuses on celebrating the military service of our veterans. A strong effort is made to incorporate their service into the patient plan of care. Many of our veteran patients are presented with gifts created by our volunteers to “It takes special people to bear so many people’s burdens at such a critical time. I wouldn’t have done honor their service. This past year Caris had a patient who was presented without Caris.” – Mallory B. with a red, white and blue handmade blanket from a special projects volunteer. He enjoyed the blanket so much; it turned into part of his “The nurses and staff that came into my home to care for my husband and myself in the last week were daily uniform as it hung across his wheelchair. exceptional and nothing could even describe the compassion, tenderness, knowledge and love everyone showed my family during this time... I can never thank you all enough but can only hope you can tell all One day our Caris nurse was having a hard time getting this patient to wear his oxygen. The patient was a fighter pilot in the Air Force and retired as a Lieutenant Colonel. The nurse reminded him that they were waiting on him at the flight deck, and he needed to have his uniform on to be ready to fly. She also reminded him he could not fly without his oxygen in place. The patient quickly put on his oxygen and said, “Prepare the men for inspection and report to the flight deck!” The patient wore his oxygen the rest of the day. of the staff how much I love and appreciate them. Thank you for everything.” – Cynthia O. “Calling Caris wasn’t giving up on my wife. It was just the opposite – it gave her more.” – Donald M. “It was so beneficial to have someone with vast experience who could answer our questions so that we could feel that Mom was receiving the best care possible at all times. This service is so important to those whose life is ending as well as their families.” – Gary M. 2005 Milestones ! ! ! ! ! ! ! ! “The care and professionalism promised by Caris has truly been delivered, therefore greatly benefiting our ! ! ! ! ! ! ! ! ! ! ! ! ! patients, family members and partners. They have seamlessly integrated themselves with our team to Chattanooga, Murfreesboro, Nashville, Somerville, and Springfield, Tennessee offices are certified by Medicare ! 2005 Chattanooga, T.ennessee office is certified by Medicare ! ! www.carishealthcare.com Nashville, Tennessee office is certified by Medicare achieve the best results for our patients and their families. In short, they are excellent.” – Nursing Center Administrator Murfreesboro, Tennessee office is certified by Medicare Initiated Deyta survey process for patient families ! Somerville, Tennessee office is certified by Medicare 4 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 www.carishealthcare.com 17 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 Service Satisfaction We Honor Veterans Caris recognizes the importance of families knowing their loved one received exceptional end of life care. Caris exceeds family expectations in key areas as noted by the graph below. 98% 100% 81% 78% 95% 79% 76% Important Things” involves remembering their service to our country. One particular veteran patient mentioned the most 88% 85% 84% 84% Often veteran patients tell us one of their “Three Most important thing to him was to get the Navy medals he earned from the Cuban Crisis. After months of diligent work, Caris was able to 50% secure his medals. He was presented with the medals in a ceremony only a few days before his death. His family posted a thank you note in the local newspaper that read: 0% Source: SHP Family kept informed Help provided during During hospice care, evenings, weekends, support for your about patient's emotional state or holidays (% condition (% Always) provided (% Right Always) amount) Overall rating of hospice Recommend hospice "A special thank you to Caris Hospice and their staff who made the last days very special with a medal presentation. Their Caris National perseverance of [securing] these medals made it possible for him to see them before he passed away. The family will always be According to Multi-View Incorporated (MVI, 2015), Caris makes more nursing and nurse aide visits and spends more time with patients during each visit than the national average. Weekly Visit Hours per Patient By Discipline 3 2.5 Weekly Visits per Patient by Discipline 2.5 2.85 2.32 2.52 2 2.1 2 grateful for that special memory." 1.8 1.5 1.90 1.61 1.60 1.5 1 1 0.5 0.27 0.46 0.5 0.3 0.34 0.5 0.30 0.18 0.2 0 0.50 0.37 0.29 0.30 2006 0 RN www.carishealthcare.com LPN HHA SW Caris MVI Median PC RN 16 LPN HHA SW Caris MVI Median Athens and Greeneville, Tennessee offices are certified by Medicare PC 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 Initiated electronic and centralized Scheduling and Payroll to ensure patient visits are completed in a timely manner www.carishealthcare.com Initiated HealthStream Employee Satisfaction Surveys to increase employee retention 5 Converted nurse aides to Telephony 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 Pain and Symptom Management We Honor Veterans Caris cared for a veteran patient who resided in a nursing facility. On the chaplain’s first visit, the patient maintained a cheerful disposition, but when the chaplain concluded the visit with prayers and asked him if he wished to include anyone, he became tearful and replied, “My son who lives out of state.” His son would not visit because he did not want to see his father’s deteriorating condition. In a proceeding visit the patient talked about his greatest fear. He said, “I am alert, I know everything that is going on, I know I am losing my ability to talk, express my feelings and fears, and there is nothing I can do to stop it.” The chaplain, who is a veteran himself, organized a “We Honor Veterans” presentation ceremony. The chaplain arranged for refreshments, decorations, and the social worker prepared the “We Honor Veterans” certificate. Everyone on the Caris care team waited and prayed the son would come to the ceremony. At the end-of-life patients may experience a variety of symptoms which typically include pain, nausea, shortness of breath and anxiety. The graphs below show the percentage of patients who experienced uncontrolled symptoms upon admission to hospice, and within forty-eight hours, their symptoms were controlled. With the expert care provided by Caris team members, patients experienced and reported an overall increase in comfort as compared to the national average. 100% Pain 86% 87% 84% 83% 67% 64% Nausea 62% 58% 88% 100% 50% 0% On the day of the party, those prayers were answered. As the Caris team arrived they found the patient sitting in his wheelchair in the hall, surrounded by his son, sister, friends, and other out-of-state family members. It was a deeply emotional reunion. For a patient who ordinarily would only stay out of bed for ten minutes, he sat surrounded by loved ones for nearly three hours. 2012 2013 Caris Healthcare 2014 90% 93% 66% 65% 2011 National Average 88% 2007 Established Konjo Dixie Carter became Caris (Ethiopian word Converted nurses Healthcare spokesperson for Grace) to laptops Reward and Recognition System 48% 51% 48% 2012 2013 2014 Q1-2 2015 National Average Shortness of Breath 84% 62% 46% Caris Healthcare 59% 94% 100% 57% 82% 60% 50% Dickson, Tennessee office is opened as a branch of Nashville, and the Sevierville, Tennessee office is opened as a branch of Knoxville 45% 93% 88% 0% Q1-2 2015 Anxiety 100% 91% 55% 50% 2011 87% 90% 87% 83% 82% 60% 56% 53% 81% 52% 50% 0% 2011 2012 Caris Healthcare 2013 2014 0% Q1-2 2015 2011 National Average 2012 Caris Healthcare 2013 2014 Q1-2 2015 National Average Formed Caris Foundation to support Hospice of Ethiopia www.carishealthcare.com 6 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 www.carishealthcare.com 15 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 2014 South Carolina Region Employee Recognition Three Most Important Things Caris demonstrates compassion through a program called Three Most Important Things (TMIT). It is based on the question, “What are the three most important things we need to know about you to provide excellent care?” Our TMIT program gives a higher level of personalized care which has shown to transform the patient experience through improved communication, comfort, and overall quality of life. Amy Martin Hospice Aide of the Year Nickie Cox Patient Care Manager of the Year Dennis Jones Volunteer of the Year Katrina Woodrum Administrative Employee of the Year Julia Haight Caris Representative of the Year Tammy Martin Regional Employee of the Year Denise Parsons Administrator of the Year Caris had a patient on service who listed hot dogs as one of his Three Most Important Things. On the first visit, the Caris chaplain initiated a discussion about hot dogs, determining which brand of hot dog was the best. The patient was a native of Syracuse, New York where Hoffman’s German hot dogs are made. After the visit and as the Caris chaplain was traveling home, he stopped at a grocery store. He bought a package of Hoffman’s German hot dogs and buns. He went back to the patient’s home and presented them to the patient. On the next visit the Caris chaplain asked the patient how he liked the hot dogs, but he had short term memory issues and couldn’t remember. The chaplain took this as a challenge. Again he went to the nearest grocery store and returned with Hoffman’s Coneys. The Caris chaplain was determined to ensure this patient’s TMIT was met. This was the pattern on each visit. Even if the patient couldn’t recall what Hoffman’s hot dogs tasted like, he always greeted the Caris chaplain as “You’re my Hot Dog Chaplain!” Caris touched over 10,000 patients in the first five years 2015 The Kansas City, Missouri office of Caris Healthcare is awarded CHAP Accreditation Caris opens Kansas City, Missouri Office www.carishealthcare.com 2008 Three Most Important Things program initiated by Rosemary Kircher, Vice President of Clinical Care Awarded the prestigious Excellence Award by the Tennessee Center for Performance Excellence 14 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 www.carishealthcare.com 7 Lenoir City, Tennessee office opened as a branch of Knoxville, Tennessee 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 Three Most Important Things 2014 East Region Employee Recognition Caris had a young woman on services who had been living in a nursing facility for quite a while. Because of her health issues, the patient was unable to care for her young children. She gave them up to foster care and then for adoption. Due to the distance between the nursing home and where the children resided, they were unable to visit very often. One of patient’s Three Most Important Things was to talk about her children and how proud she was of their accomplishments. Caris decided to give a surprise Mother’s Day celebration for the patient. Caris was able to contact the adoptive parents of the children and make arrangements to meet at the nursing facility. Refreshments and decorations were provided by Caris staff who also purchased new clothing for the patient so she looked great on her big day. The patient was able to spend valuable time with her children on this very special Mother’s Day, as it would most likely be her last. The Caris staff took photos and later made the patient a Mother’s Day photo album so she could relive the event and share her children with the nursing facility staff. A couple weeks later the patient suffered a stroke. As a result she was unable to communicate or use the left side of her body. Soon afterwards, the patient passed. Caris was grateful to provide an opportunity for her to spend special time with her children, leaving them with a wonderful memory of their biological mother. 2009 Crossville, Tennessee office opened as a branch of Cookeville, Tennessee Purchased the rights to 1-800-HOSPICE in Tennessee 2014 Alta Arnold, center, Support Center Employee of the Year Siliter Hadley, seated, Volunteer of the Year Melissa Hensley, left, Care Support Employee of the Year Angela Habberstad, left, Regional Employee of the Year The St. Louis office of Caris Healthcare is awarded CHAP Accreditation Caris opens St. Louis, Missouri Office www.carishealthcare.com 8 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 www.carishealthcare.com South Carolina region received silver level for Governor's Quality Award. 13 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 2014 East Region Employee Recognition Three Most Important Things Caris served a patient who loved ballroom dancing and ice cream blizzards from Dairy Queen. The patient’s daughter lived out of state and had not been able to visit with her father due to her own battle with cancer. He also had a son who distanced himself from his father due to difficulty in seeing his father decline. Elizabeth Ogle, left, Administrative Employee of the Year Sunday Watson, left, Administrator of the Year Jessica Shields, left, Patient Care Manager of the Year Catherine Rollins, left, Caris Representative of the Year Kim Jallow, left, Hospice Aide of the Year 2013 Won Pinnacle Award for Business Excellence from Knoxville Chamber in “Large Business” category www.carishealthcare.com As the patient approached his 90th birthday, Caris employees sprang into action to plan a birthday party for him. They invited ballroom dancers to perform and provided a Blizzard birthday cake from Dairy Queen. When the big day arrived, the Caris staff was dressed in 40’s attire and decorated the now “ballroom” with balloons, streamers and banners. The patient was overwhelmed with joy, especially to have his very own blizzard cake. As the party was underway, the patient had a few surprise guests: his daughter and son arrived. The son gave a very heartwarming tribute to his father, and the dancers began. The patient was all smiles as he watched the dancers perform with his son and daughter at this side. As the party came to a close and as the patient was taken back to his room, he spoke to the Caris hospice aide with a smile on his face, “Thank you. This was the best day I have ever had and it was well worth it. If I make it to 91, can we do this again?” The aide said “Of course!” and gave him a hug as she tucked him in bed. The patient did not see his 91st birthday. He passed away two days after the best day he ever had. 2010 Relocated Support Center to larger facility in Knoxville Transitioned from “I Promise” to “The Better Way” model of customer service 12 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 Received a site visit from a Baldrige Performance Excellence Program examiner www.carishealthcare.com Started use of Standard Operating Procedures and Matrix Started the Hands of Grace program for bereavement Bristol, Virginia office opened as first Caris office outside of Tennessee Implemented benchmarking of clinical outcomes on a national level by the use of SHP to Interface with Electronic Health Record 9 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 Caris Foundation 2014 West Region Employee Recognition Hospice of Ethiopia In 2007 Caris partnered with Hospice of Ethiopia as a major source of funding for patient care. No government funding is available there. Since this partnership formed, the Caris Foundation has given more than $141,970 to Hospice of Ethiopia. Website - www.hospiceethiopia.com Angie Hopkins, center, Regional and Overall Employee of the Year David Doss, right, Administrator of the Year Holly Hodge, right, Hospice Aide of the Year Leigh Wilkerson, left, Nurse of the Year Candese Walker Memorial Fund Candese Walker was an RN who worked with Caris from 2007 until her untimely death in 2011. Prior to her death, she was preparing for certification in hospice (CHPN). This fund cover the costs of the certification exam for qualified Caris RNs and LPNs. Hands of Grace Started in 2010, the Hands of Grace program was developed to provide a treasured keepsake for the family of Caris patients. With a specialized kit provided through the Caris Foundation, a mold of a patient’s hands or a mold of a patient and family member clasping hands can be made to provide a lasting memento. Lisa Williams, left, Caris Representative of the Year Stephanie Reynolds, left, Patient Care Manager of the Year Mitzi Holcombe, left, Care Support Employee of the Year Tina Wall, left, Administrative Employee of the Year Volunteer Coordinator accepting the award on behalf of Ted Kocher, not pictured, Volunteer of the Year 2011 David Fleming, (Director of Family Services, Caris Healthcare), wins the Champion of Excellence award from the Tennessee Center For Performance Excellence Acquired Solaris Hospice in South Carolina, increasing staff by nearly 40 percent and adding eight South Carolina offices to the 16 Tennessee locations and one Virginia location 2012 Launched use of Physician’s Portal to facilitate electronic signature of Medical Directors and Nurse Practitioners www.carishealthcare.com 10 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848 www.carishealthcare.com 11 1-800-HOSPICE Outside of TN, SC & VA 1-866-694-4848
