Multi-topic Update

Good morning.

Today, I’d like to touch on a few different topics. Lots going on these days so here are a few updates. 

Bed closures in our adult hospital due to low staffing continue to be an issue. Even as we’ve had significantly lower numbers of COVID-19 activity in Mississippi for the past several months, inability to have enough staff to be able to operate at full is becoming very costly. (And we’re certainly not alone in this. Staffing shortages remain a concern for hospitals and health systems nationwide.) On top of not being able to care for as many patients as our facilities allow, the financial impact of each closed bed is significant.

At the start of this week, we had 41 beds offline in MedSurg and ICU areas. That’s 41 Mississippians to which we are unable to deliver care. And that number of closed beds is nearly half of the high mark of 71 from last November. A lot of diligence has gone into reducing it to the current state. Addressing this issue has been a top priority for some time, but, unfortunately, there’s no quick fix. Thankfully, many of the plans and initiatives that have been developed over the past months are starting to take effect and our clinical leadership team is starting to see a light at the end of the tunnel. Through diligent recruiting efforts (including Healthier Mississippi People employees), increased relief staff, the addition of talented and eager nursing grads and a successful in-person nurse and respiratory therapist recruitment event this past Monday, we plan to open all beds this summer.

Keeping our hospitals fully staffed will continue to be a concern for some time to come, but it’s encouraging that recent efforts are paying dividends. We may be fully operational soon. Thanks to everyone who has stepped up through these staffing challenges.

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Our hospitals, facilities, clinics, physicians and other providers remain out of the Blue Cross network for commercial health plans. But we are still as committed as ever to working on a new agreement that pays us fair, market-driven rates. There has been little communication between us and Blue Cross Blue Shield of Mississippi since the previous contract ended, forcing us out of network. However, recently the two sides agreed to a mediation process that will be held during May and June.

The continuing care period, which provides in-network status for those patients who have been identified as undergoing an active treatment protocol, is active but will end on June 30, 2022. Starting July 1, the patient payment responsibility will change and they will be moved to the same out-of-network status and process as other Blue Cross commercial plan members.

Out-of-network is not where we want to be with the state’s largest insurer, but as we’ve said all along, it’s important that we stick with our goal of achieving a contract that prioritizes our patients’ access to high-quality care. We are focused on our continued ability to provide the care Mississippians need now and in the future.

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Recently, members of the Executive Cabinet and I participated in training for a new program run out of our Office of Patient Experience, but the lessons learned can be useful in interactions with more than just patients.

The program, Communicate with H.E.A.R.T., was developed several years ago by the Cleveland Clinic and is intended to empower those who go through the training to provide the highest level of personal service – to customers or each other. High-quality customer service should already be built into our culture, but the advice and education delivered during the presentation can help break down productive and rewarding engagement with others to the simplest and most impactful components. For example, when responding to a problem or someone who is upset, the acronym HEART can be used: Hear, Empathize, Apologize, Respond and Thank. There are other readily useful recommendations provided through the training and I’m excited for all our faculty and staff to go through it. In the coming weeks, we will implement training, starting with managers and supervisors and cascading to all employees.  I encourage you to sign up as soon as possible.

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As I wrap up today’s column, I want to again encourage you to complete the employee engagement survey that I mentioned in VC Notes a couple of weeks ago and again earlier this week in a memo. As leaders of an institution this size, it’s vital that we hear from you on what is or isn’t working with your job and/or workplace. Information is the roadmap for change and your feedback in this survey is the most valuable information we could ever receive and will be relied upon as decisions that may impact your life as a member of the People of the U family are made. It’s confidential and only takes a few minutes, so please find some time to thoughtfully respond to the survey link you will start to receive in your email on Monday. What we learn from you can help us foster an environment that allows you to reach your full #UMMCStrong potential.