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VOLUME 18 NO. 8
n
inside.dukemedicine.org
n
August 2009
inquiry
iaad g
Read about award wiiscietists ad their latestresearch fdis.
Pag 5
construction
Gg, gg ...
See the historic Bell Buildicome dow, rom the saeto our computer, thaks toa ew webcam.
Pag 8
benefits
A  ad m all?
Come joi our colleauesor some ree ridiro u.
Pag 7
Work Culture scoresshow solid rowth
I
ndicating a strong commitment toimproving the work environment andproviding superior patient care, theDuke University Health System’s mostrecent Work Culture Survey resultsposted the largest gains in the 10 yearssince the survey began.In the 2009 results, the Work CultureIndex, an averaged score o 11 represen-tative questions designed to measure howhealth system employees eel about wherethey work, increased by 7.5 percentagepoints rom 2008, moving rom 61.3percent to 68.8 percent.That score has increased an impres-sive 24 percentage points since 1999.For more than 10 years now,employees o Duke University HealthSystem have helped shape improvementsin workplace and patient care throughthe Work Culture Survey. Among thetopics surveyed are perceptions o DUHS’s reputation, the quality o work-ing conditions, benets, the way patients
Results add to decade o imrovements, oint to areas or rogress
Work Culture Idex Favorabilit Rateshows siifcat improvemet
The Work Culture Index Favorability Rate has increased by almost 24 percentagepoints since 1999. The index is the averaged score o 11 representative questionsthat measure how employees eel about the workplace.Full surveys sent to the entire health system workorce, which include the indexquestions, were conducted in 1999, 2002 and every year since 2004.
“Research shows a strong relationshibetween emloyee engagement andsatisaction and atient satisaction.“
— William J. Fulkerson, Jr., M.D.,senior vice resident or clinical aairs
see WORK CULTURE, p 3
D
uke University Hospital wasone o three U.S. hospitalsto be recognized in July by theAmerican Hospital Association(AHA) or leadership and in-novation in quality, saety andcommitment to patient care.The AHA selected DUH as therecipient o the Citation o Merit,in recognition o the hospital’sleadership engagement, the use o various process improvement toolsand health inormation technology,as well as the strong nursing pres-ence and sta enthusiasm observedduring the selection committee’svisit.“We are honored that the AHArecognized DUH or our commit-ment to quality and saety as we
Recoiziqualit care
AHA hoors DUHS hospitals’commitmet to qualit, saet
see AHA, p 2
“This award acknowledgeswhat we believe sets DUHaart — our ongoing com-mitment to excellence andto a culture o encouragingsae choices.“
— Kevin Sowers, CEO,Duke University Hosital
 
Iside Duke Medicie
AccoLADes
DUH raks amoTop 10 best U.S.Hospitals
The outstanding work o physicianaculty, nurses, technologists and all stathroughout Duke University Hospital hasagain been recognized with the namingo DUH among the top 10 best hospitalsin America in
U.S. News & World Report 
'sannual best hospital edition.In the latest report, DUH tied or 10thplace overall, and ranked among thetop 10 in eight o the 16 specialtiesmeasured.“The ranking is a wonderul credit to thecontinued outstanding teamwork o allthe people o Duke University Hospital,”said Kevin Sowers, the hospital’s CEO.“The daily eorts o each person to putthe patient at the center o our organiza-tion and to continually seek ways toimprove add up collectively to whatDuke Hospital is and what is recognizedwith these rankings.”Among specialties, DUH ranked ourth ingynecology, th in geriatrics, sixth inorthopaedics, sixth in respiratory disease/ pulmonary, sixth in urology, seventh inophthalmology, eighth in heart and heartsurgery, ninth in cancer, 11th in kidneydisorders, 13th in psychiatry, 17th indigestive disorders, 18th in neurologyand neurosurgery and 22nd in diabetesand endocrine disorders.The hospital has appeared in the U.S.News rankings or 20 years. DUH is theonly hospital in North Carolina and theSoutheast ranked among the top 10 inthe country.All o the 21 medical centers named asthe part o the honor roll this year had todemonstrate a breadth o excellence byachieving a high ranking in no ewerthan six o the 16 specialties, accordingto the magazine.The top 10 hospitals in the U.S. News &World Report's rankings were, respec-tively: Johns Hopkins Hospital, the MayoClinic, UCLA Medical Center, ClevelandClinic, Massachusetts General Hospital,New York-Presbyterian UniversityHospital, University o Caliornia-SanFrancisco, Hospital o the University oPennsylvania Barnes-Jewish Hospital/ Washington University, Brigham andWomen's Hospital and Duke UniversityMedical Center.Read the ull report at:
http://health.usews.com/hospitals
2
August 2009
INSIDE VOLUME 18, ISSUE 8
n
COnTACT USCampus mail:
DUMC 104030
Deliveries:
2200 W. Main St.,Suite 910-B, Durham, NC 27705
Phoe:
919.660.1318
E-mail:
editorinside@mc.duke.edu
STAFF
 
Editor:
Anton Zuiker
Maai Editor:
Mark Schreiner
Sciece Editor:
Kelly Malcom
Desier:
Vanessa DeJongh
Iside Olie Editors:
 Bill Stagg and Erin PrattCopyright © 2009Duke University Health SystemInside Duke Medicine, the employeenewspaper or the Duke University HealthSystem, is published monthly by DukeMedicine News & Communications.Your comments, story ideas and photocontributions are always welcome andappreciated. Deadline or submissionsis the 15th o each month.
work daily to provide patients withthe very best o care,” said CEOKevin Sowers, MSN, RN, FAAN.“This award acknowledges what webelieve sets DUH apart rom otherhospitals — our ongoing commit-ment to excellence and to a cultureo encouraging sae choices.”The hospital’s unique SaeChoices program was alsorecognized as a distinctive eortto improve quality and saety.The Sae Choices program wasdeveloped and is acilitated byDUH leadership to empower sta to improve saety by understandingthe importance o behavioralchoices in everyday patient care.“Innovative saety programsand reporting systems, enhancedinormation technology and eortsto encourage active patient andcommunity involvement are onlya ew o the countless initiativesconducted on an ongoing basis toensure we continue to meet andexceed national standards across allaspects o patient care,” said MaryAnn Fuchs, chie nursing and patientcare services ocer or DUH andDuke University Health System.Duke was presented the awardat the opening session o the AHAHealth Forum Leadership Summit inSan Francisco on Thurs., July 23.The American HospitalAssociation-McKesson Quest orQuality Prize is presented annu-ally and supported by grants romthe McKesson Foundation andMcKesson Corporation.At the summit, AHA alsorecognized Duke Raleigh Hospitalwith the NOVA Award or twocommunity health education pro-grams. Learn more at
http://inside.dukemedicine.org
.
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“We are honored that the AHA recognized DUH orour commitment to quality and saety as we workdaily to rovide atients with the very best o care.“
— Kevin Sowers, CEO, Duke University Hosital
AHA, cotiued
 
3
August 2009
Iside Duke Medicie
on the cover
and ellow employees are treated andon resources or career advancement.Overall, 11,190 respondents com-pleted the survey this spring, makingor a record response rate o 88 percent.Employees who work in the hospitals,Private Diagnostic Clinics, PatientRevenue Management Organization,Duke Primary Care, Duke Homecareand Hospice, clinics, clinical labs andcorporate services are invited each Mayto take the online survey.“The record-high participation raterefects the level o commitment ouremployees have to helping improve thework culture and ultimately the serviceand care we provide to patients,” saidSteve Smith, chie human resourcesocer or Duke University HealthSystem. “The Work Culture Survey o-ers employees a voice and has enabledthem to be a vital part o changes thathave led to our success.”Employees serving on work culturecommittees at each o the entities usethe results each year to help identiy op-portunities or continued improvement.The survey, which is managed byan outside vendor to ensure no onecan see any individual employee’sresponses, ts in with Duke UniversityHealth System’s commitment toproviding the best possible care topatients and amilies, who are at thecenter o the organization’s mission.“Research shows a strongrelationship between employee en-gagement and satisaction and patientsatisaction,” said William J. Fulkerson Jr., M.D., senior vice president orclinical aairs. “The Work CultureSurvey 2009 results are encouragingor Duke University Health System anda reason to celebrate, but we remaincommitted to continuous improvementand addressing employee concernsraised in this survey.”This year’s survey included bench-mark comparisons with other academicmedical centers and health systemsacross the country. Duke UniversityHealth System’s scores placed it abovemore than 60 percent o the nation’sacademic medical centers.Questions about commitmentto quality care, customer ocus andrespect or employees in the workplacehad the highest scores in this year’ssurvey, and compared the best againstnational benchmarks, Smith said.“We have made great strides inimproving our work culture over thelast decade,” Smith said. “But westill have room or improvement indeveloping a best-in-class work culturethat puts the patient rst in everythingwe do.”Over the last decade, importantprograms have been created orenhanced based in part on eedbackrom the Work Culture Survey.These include manager training,leader visibility and engagement, theClinical Ladder and the ProessionalDevelopment Institute, enhancedperormance management, Duke’sEmployee Tuition Assistance Programand the Strength, Hope and Caringrecognition eorts.In the 2009 survey, respondentsindicated a desire or even greateremphasis on work-lie balance andcareer growth and development.As in previous surveys, the detailso the entity and department surveyresults will be shared with managers inthe coming month. These results willthen be shared with employees andused to inorm the eorts o the workculture improvement committees increating programs or improvement.
n
“The record–high articiation rate reects the level ocommitment our emloyees have to heling imrove thework culture and ultimately the service and care we ro-vide our atients.“
— Steve Smith, DUHS chie human resources ofcer
WORK CULTURE, cotiued
• Tuition Assistance Program expanded to
$5,250 per calendar year or tuitionrelated to an employee’s job and/orcontinued career growth at Duke whendocumented as part o the employee’sproessional development plan.
• Memorial Day added as a designated
holiday, which means that DUHSemployees working on Memorial Dayreceive holiday pay.
2009
• Duke@Work, the self-service Web site
or employees, was introduced to oersta the ability to log in, view, and makechanges to their personnel inormation.
• Recognition programs introduced across
DUHS entities, including “Thanks,”Strength, Hope and Caring; SpiritedLeader Award, and DHTS Stars.
2008
• Nursing Tuition Assistance Program
introduced to cover 90 percent o tuition orstudy toward a master’s degree or post-master’s degree certicate at the DukeUniversity School o Nursing.
• Nursing referral program increased to
$5,000 bonus to reward sta or reerringnurses who are hired by a DUHS hospital.
2007
• Professional Development Institute starts
First Time Supervisor Program.
2006
Here are some milestones o the work culture at DUHS. Many o these changes were initiated by data collected through theWork Culture Survey and other employee engagement. While every initiative may not have directly impacted every employee,collectively these eorts have helped create a better work environment or all employees. Find the complete list o work culturemilestones at Inside Online,
http://iside.dukemedicie.or
. Search or 'Work Culture Survey.'
Work Culturemilestones
• Duke established new starting pay rate of
$10 per hour.
• DUHS implemented nal phase of the Pay &
Perormance initiative, introduces pay structureand policies to create consistency in how jobsare categorized and pay is administered.
2005
• Guidelines for planning and managing
fexible work options introduced.
• Low-cost health plan, Duke Basic, intro
-duced to expand health insurance options.
2004
• Personal Benets Statements and nancial
planning tools made available online throughthe new Retirement Manager Web site.
• Financial Fitness Week introduced to help
employees with nancial planning.
2003
• Professional Development Institute created
to enhance internal sta promotions.
• Private Diagnostic Clinic and Durham
Regional Hospital implement Clinical Ladderor registered nurses.
2002
• Employee advisory groups created at three
hospitals to provide eedback on HumanResources initiatives.
• Pay and Performance study initiated to
design new approach or compensation thataligns goals and creates a stronger linkbetween pay and individual perormance.
2001
• Action teams created for Rewards &
Recognition and Opportunities or Learning &Development to develop recommendationsor improvements.
• Guide to “Managing at Duke” program
initiated.
2000
• Duke University Health System established
and rst Work Culture Survey conducted.
1999
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