Showing posts with label calls. Show all posts
Showing posts with label calls. Show all posts

Saturday, May 26, 2012

Health center outsources calls

WORCESTER —  A Worcester community health center has outsourced its patient call center to a nonprofit company in the city.

UHealthSolutions Inc., an affiliate of the University of Massachusetts Medical School, has built a call center for the Edward M. Kennedy Community Health Center to handle patient calls.

The health center was founded to make quality health care accessible to everyone, but found it difficult to be accessible to patients all the time.

?Phones were not being answered 100 percent of the time, and you need to answer your phones 100 percent of the time,? said Toni McGuire, president and chief executive officer of the Kennedy Community Health Center. ?The work that we do is of the moment ? you take care of today?s problems today. Because we are of the moment, and because we have such great diversity in our patient base, it is hard to respond all of the time.?

The UHealthSolutions call center is a pilot program that the company hopes will be attractive to other health care providers.

?By pulling out the communications aspect, we free up that frontline staff to interact with that patient standing right in front of him or her,? said Susan West Levine, UHealthSolutions? chief operating officer.

The need for a new system became clear after the health care center implemented a new phone service a few years ago, which kept track of call records. The reports revealed many calls were not answered.

?We were not being as responsive to our patients? needs as we could have been,? said Ms. McGuire.

The health center previously had multiple administrators at different locations, and UHealthSolutions provided a means of consolidating administrative services, such as scheduling appointments and reminder calls.

?There are three things that are really important to the patient experience, and that is efficiency, cost effectiveness and quality. We think UHealthSolutions will take us another step toward providing good quality service, where communication is really patient-centered,? Ms. McGuire said.

Formerly known as Public Sector Partners, UHealthSolutions is a ?nonprofit health care management and consulting firm,? according to a press release. The new call center is at 100 Century Drive in Worcester. The company has hired 17 employees for the center; eight are assigned to handle calls from the Kennedy Community Health Center.

The call center provides patient-centered communication, Ms. West Levine said.

?We are not distracted by pulling people to go file ? they?ve got their headsets on and they are ready to go,? she said.

With the new call center, health center patients now wait, on average, less than a minute before their call is answered. The call center is available to take calls from the health center?s patients 24 hours a day, seven days a week.

Employees are trained on their listening skills and how to navigate the community health care network to best serve patient populations that include senior citizens and non-English speakers. UHealthSolutions recruited Portuguese, Spanish, Arabic and Nepali speakers specifically for the Kennedy Health Center.

?I get to help out people in the Brazilian community,? said Worcester resident Paloma Souza, a new UHealthSolutions employee. ?I speak Portuguese, and I am a tool of communication for the patient?s needs.?


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Tuesday, March 13, 2012

NY Assembly calls for fracking health impact study

ALBANY, N.Y. (AP) — Environmental and health groups are praising the New York State Assembly for including an independent health impact study of hydraulic fracturing for natural gas in its budget proposal on Monday.

Numerous physicians, health organizations and environmental groups have criticized the Department of Environmental Conservation for not including a comprehensive health impact study in its environmental review of gas drilling using high-volume hydraulic fracturing, or fracking.

Gas drilling in New York's part of the Marcellus Shale has been on hold since the DEC review began in 2008. Gov. Andrew Cuomo and DEC Commissioner Joe Martens have said the review and new regulations are expected to be completed within a few months.

The Assembly bill would set aside $100,000 for a study by a school of public health within the state university system following a model recommended by the Centers for Disease Control and Prevention. Before the study, the school would have to prepare a document outlining its plans, and the public would have the opportunity to comment and suggest changes.

The study would include research into other states' experiences with fracking; estimated costs of any health impacts to the state, insurers, employers and the health care system; and a long-term plan for monitoring and mitigating health impacts.

"This study will go a long way to answer the many questions New Yorkers have about what fracking would mean for their health if this goes forward," Assemblywoman Barbara Lifton, who proposed the study, said in a prepared statement. Lifton is a Democrat from Ithaca.

There is no companion bill in the Senate.

The Medical Society of the State of New York has called for a moratorium on natural gas extraction using hydraulic fracturing until scientific information on health impacts is available. Fracking stimulates gas production by injecting a well with millions of gallons of chemically treated water at high pressure to fracture surrounding shale, releasing trapped gas. There are concerns about health impacts of chemicals used in the process, handling of large volumes of highly contaminated wastewater, air pollution, and other issues.

"We have county medical societies throughout upstate and downstate that are very concerned that the health impacts have not been studied," said Pat Clancy, the medical society's vice president for public health and education.

In October, 250 physicians and medical professionals signed a letter to Cuomo calling for a comprehensive public health impact assessment.

"DEC has fully considered the impact high-volume hydraulic fracturing could potentially have on public health and our communities if it goes forward in New York," the environmental agency said in a statement. The agency said it looked at ways the public could be exposed to hazards from gas drilling and proposed guidelines and regulations to prevent that exposure.

"DEC's approach is to address the potential causes of exposure to prevent them from happening in New York state. If there are no pathways of exposure in the first place, adverse health impacts cannot occur."

A formal health impact assessment such as the one described in the Assembly bill would be far more extensive and detailed than what DEC has done. In comments to DEC on its environmental review, the Natural Resources Defense Council said DEC looked at some health issues but ignored others.

NRDC noted that there are numerous reports of health complaints among people who live near natural gas drilling and fracking operations in other states and some have been investigated by researchers or governmental agencies. Reported health issues include eye irritation, dizziness, nasal and throat irritation, respiratory symptoms, nausea, fatigue, headaches, anxiety and other ailments.

"New York State has to date failed to take a hard look at the health impacts of fracking," said Katherine Nadeau of NRDC. "By calling for an independent study of fracking's health impacts, the Assembly is leading the charge to provide state leaders with the science necessary to make informed decisions."


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Thursday, March 1, 2012

Health Care REIT, Inc. Calls Series F Preferred Stock for Redemption

TOLEDO, Ohio--(BUSINESS WIRE)--

Health Care REIT, Inc. (NYSE:HCN - News) today announced that it will redeem all 7,000,000 shares of its 7 5/8% Series F Cumulative Redeemable Preferred Stock (NYSE: HCN PrF, CUSIP: 42217K 403) on April 2, 2012 at a redemption price of $25.00 per share plus accrued and unpaid dividends through April 2, 2012. The redemption price does not include the $0.47656 per share quarterly dividend that will be paid separately on or after April 16, 2012 to holders of record of the Series F Preferred Stock on March 30, 2012.

The Notice of Redemption will be mailed to holders of record of the Series F Preferred Stock on March 2, 2012. Questions related to the Notice of Redemption should be directed to the redemption agent, BNY Mellon Shareowner Services, Attn: Corporate Action Dept., 27th Floor, 480 Washington Boulevard, Jersey City, NJ 07310 or by calling 1-800-777-3674.

About Health Care REIT, Inc. Health Care REIT, Inc., an S&P 500 company with headquarters in Toledo, Ohio, is a real estate investment trust that invests across the full spectrum of seniors housing and health care real estate. The company also provides an extensive array of property management and development services. As of December 31, 2011, the company’s broadly diversified portfolio consisted of 937 facilities in 46 states.

Forward-Looking Statements

This document may contain “forward-looking” statements as defined in the Private Securities Litigation Reform Act of 1995. When the company uses words such as “may,” “will,” “intend,” “should,” “believe,” “expect,” “anticipate,” “project,” “estimate” or similar expressions, it is making forward-looking statements. Forward-looking statements are not guarantees of future performance and involve risks and uncertainties. The company’s expected results may not be achieved, and actual results may differ materially from expectations. This may be a result of various factors, including, but not limited to, the completion of the redemption as and when anticipated by the company. Additional factors are discussed in the company’s Annual Report on Form 10-K and in its other reports filed from time to time with the Securities and Exchange Commission. The company assumes no obligation to update or revise any forward-looking statements or to update the reasons why actual results could differ from those projected in any forward-looking statements.


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Monday, January 30, 2012

Health commissioner calls it a career

From a box that once held copy paper, William Franks pulled out a stuffed rooster and set it on the table.

“A number of years ago, when it looked like bird flu and not swine flu, we wanted to attract people (to our booth) at the Stark County Fair, so someone went and got this at Flower Factory,” the Stark County health commissioner said with a laugh.

Franks plans to use the prop as a departing present to an unsuspecting employee. He also plans to give away a red brick that Franks said came from the former St. Francis Hotel, where the Health Department once was located, and a red-billed Exit Incorporated hat, a memento of the Osnaburg Township construction and demolition debris facility the department closed in 2002.

The gifts were mingled inside cardboard boxes with family photos, including one of Franks as a teenager with his father, a World War II veteran, at their Peninsula home, along with certificates of accomplishments and educational books about food service regulations and environmental laws — a mix that reflects the county’s longest serving health commissioner’s playful charisma in a job that deals with such serious subjects as food borne illness, communicable diseases and groundwater pollution.

Franks, 64, whose career in public health spans 41 years  — from a sanitarian for the Lake County Health Department, to a district sanitarian for the state, to Ohio’s youngest health commissioner with the Columbiana County Health Department to Stark County’s health commissioner for 29 years — officially will retire Tuesday.

THEN AND NOW

Franks paused from packing his office last week to reflect on his career, one that began before the formation of the Ohio Environmental Protection Agency and before health departments cared about dental hygiene, nutrition and obesity.

“The whole concept of public health has changed,” Franks said. “ ... People are becoming more active and the nutrition and clinical aspects have expanded in the time I have been here.”

When Franks began his career as Stark County’s health commissioner in 1983, he oversaw a department that operated on $732,306 annually, according to Repository archives.

Today, the Stark County Health Department has a           $6 million annual budget. It employs 75 full-time workers who serve about 250,000 people living outside the cities of Canton, Alliance and Massillon — which each having its own health departments. The county agency’s duties vary widely from maintaining birth and death certificates to issuing permits for septic systems and wells to immunizations and mosquito control to inspecting restaurants, grocery stores, landfills and garbage trucks to hosting a variety of educational programs.

From a box that once held copy paper, William Franks pulled out a stuffed rooster and set it on the table.

“A number of years ago, when it looked like bird flu and not swine flu, we wanted to attract people (to our booth) at the Stark County Fair, so someone went and got this at Flower Factory,” the Stark County health commissioner said with a laugh.

Franks plans to use the prop as a departing present to an unsuspecting employee. He also plans to give away a red brick that Franks said came from the former St. Francis Hotel, where the Health Department once was located, and a red-billed Exit Incorporated hat, a memento of the Osnaburg Township construction and demolition debris facility the department closed in 2002.

The gifts were mingled inside cardboard boxes with family photos, including one of Franks as a teenager with his father, a World War II veteran, at their Peninsula home, along with certificates of accomplishments and educational books about food service regulations and environmental laws — a mix that reflects the county’s longest serving health commissioner’s playful charisma in a job that deals with such serious subjects as food borne illness, communicable diseases and groundwater pollution.

Franks, 64, whose career in public health spans 41 years  — from a sanitarian for the Lake County Health Department, to a district sanitarian for the state, to Ohio’s youngest health commissioner with the Columbiana County Health Department to Stark County’s health commissioner for 29 years — officially will retire Tuesday.

THEN AND NOW

Franks paused from packing his office last week to reflect on his career, one that began before the formation of the Ohio Environmental Protection Agency and before health departments cared about dental hygiene, nutrition and obesity.

“The whole concept of public health has changed,” Franks said. “ ... People are becoming more active and the nutrition and clinical aspects have expanded in the time I have been here.”

When Franks began his career as Stark County’s health commissioner in 1983, he oversaw a department that operated on $732,306 annually, according to Repository archives.

Today, the Stark County Health Department has a           $6 million annual budget. It employs 75 full-time workers who serve about 250,000 people living outside the cities of Canton, Alliance and Massillon — which each having its own health departments. The county agency’s duties vary widely from maintaining birth and death certificates to issuing permits for septic systems and wells to immunizations and mosquito control to inspecting restaurants, grocery stores, landfills and garbage trucks to hosting a variety of educational programs.

Franks says he has long viewed the Health Department as “the stopgap until society catches up,” a philosophy that’s led him to establish the county’s first prenatal and dental clinics and to seek statewide regulations for tobacco cessation. Franks’ crusade for landfill regulations earned him the nickname of “the godfather of construction and demolition debris” during the Association of Ohio Health Commissioners’ fall conference where he was recognized for his years of service.

Randall Flint, who has served as Alliance’s health commissioner for 28 years, called Franks a true champion of public health.

“He’s going to leave knowing he made a difference in improving the health of the community,” Flint said. “ ... They were good at seeing and identifying a potential issue in the community and taking some action to make sure it would not negatively affect the community.”

A key indicator of the community’s overall health — infant mortality rates — shows the community’s improvement during Frank’s tenure.

In the 1980s, the county’s infant mortality rate (number of infant deaths per 1,000 live births) was 12. Today, the four-year average is 7.4.

“I know it’s 30 years, but that’s one success I see,” Franks said.

END OF AN ERA

As health commissioner, Franks has steered the county Health Department through a tumultuous era in public health history. He held the reins in the early 1980s when AIDS first became widely known and health departments faced the challenge of educating people about the fatal disease. He saw the department through the life-changing year of 2001 that included the Sept. 11 attacks, anthrax scares, West Nile virus and the meningitis outbreak that killed two West Branch High School students and nearly claimed the life of a Marlington High girl.

Franks recalled the public hysteria during the meningitis scare that led responders to the unconventional mass immunization of thousands of students, a move questioned and criticized by other health experts. He said the event changed his outlook on public health.

“It kind of mellows you,” said Franks, who wished he had the opportunity to talk to the victims’ families. “It made me look at the human end, the recipient end. ... Instead of looking at the Health Department and its programs as an administrator, I look at it from the community’s end.”

He still believes he and other agencies made the right move with the information they had at the time.

STUCK TO MY GUNS

Throughout his career, Franks has maintained his steadfast attitude in the face of challenges.

“I always felt that if something needed to be done and I had the information (statistics) to back it up, then I stuck to my guns and didn’t let them back me down,” Franks said.

He doesn’t regret moving the department in 1992 from downtown Canton to its current location at 3951 Convenience Circle NW in Plain Township, despite the uproar from city officials, businesses and residents who sued the department to stop the move.

“We need to be out where we serve the people,” he said. “We don’t serve Canton.”

Franks, who started his career inspecting landfills, has spent the last several years battling landfill operators. In 2007, he and the county health board took a stand against the operators of Countywide Recycling & Disposal Facility and refused to issue the Pike Township facility its annual operating license. The decision contradicted the Ohio EPA’s stance.

Kirk Norris, who will succeed Franks, recalls how his boss riled some officials when he said: “I don’t feel we have the legal right to license a landfill that’s on fire.”

“No pun intended, but he did take a lot of heat for that,” said Norris, who has served as director of environmental health since 2005.

Norris believes the conflict — which ended in a court settlement in 2009 — highlighted one of Franks’ strengths as a leader.

“Normally, when you come into a meeting, one person is set on one option; another person is set (against it). ... But he (Franks) could always come up with three, four, five options. That was his foresight,” Norris said.

He recalls sitting in a closed-door meeting of health officials when Franks, seemingly off the top of his head, proposed splitting the Countywide landfill so the county could license the portion of the 258-acre landfill that wasn’t on fire and the state would be responsible for the rest.

“Everybody at the table said, ‘No, you can’t do that,’ ” Norris recalled. “But that’s what ended up happening (roughly two years later). ... He got us to the point we needed to be with (presenting) another option.”

SUCCESSOR

Last week, Franks handed the proverbial reins of the department over to Norris during an informal meeting with Stark County Auditor Alan Harold, who serves as secretary of the three-member Stark County Budget Commission that annually approves the health district’s resources and appropriations.

Franks smiled like a proud papa as Norris explained how he has begun an assessment of the entire department and his planned changes to the environmental health division will eliminate a manager position and save the department $50,000 a year.

“The new broom sweeps clean,” said Franks, quoting the popular proverb.

Norris, a Stark County native who began with the Health Department fresh out of college 18 years ago, officially will assume his duties as health commissioner Wednesday.

Franks earned $105,130 during his last year as health commissioner, and is expected to receive roughly $40,000 in unused vacation and sick leave. Norris will earn $87,000 in his first year as health commissioner and $89,610 next year.


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Friday, January 27, 2012

Orriant Chief Calls on CEOs to Save the U.S. Health Care System

SALT LAKE CITY, UT--(Marketwire -01/27/12)- A health industry leader today urged corporate America to stop complaining about skyrocketing employee health costs -- now the third largest expense for U.S. companies today -- and start doing something about it.

In a controversial article published today in Bloomberg View, the new editorial unit of the BusinessWeek media franchise, Darrell Moon, the chief executive of wellness program provider Orriant, chastised his fellow CEOs for what he termed "their curious passivity" in the face of employee health costs that have literally doubled in the last ten years.

"Chief executive officers," Moon wrote, are "failing to employ even the most basic management tools and economic incentives to deal with the problem" -- techniques that every one of them learned back in business school.

Moon then pointed to seven simple things that CEOs can do to reign in their spiraling employee health costs. These range from offering bonuses to human resource and benefit managers who reduce the company's health plan costs (but not its plan benefits), to targeting high-cost risk factors like depression for early intervention by employee assistance programs.

But the most important thing CEOs can do is to incentivize their own employees to get healthier. This, Moon insisted, is the real game-change for a company's bottom line.

That's because a new Gallup poll found that an astonishing 86 percent of all full-time employees in the U.S. are overweight or suffer from one or more chronic health conditions. So offering incentives like reduced premium contributions to employees willing to work with a health coach to change their health-related lifestyles makes simple economic sense, said Moon.

"The point is," wrote Moon, "that CEOs cannot keep handing out unlimited health benefits with no strings attached. Employees who don't even try to modify their health risks," he argued, "should pay more."

The article -- titled "It Takes a CEO to Save the U.S. Health Care System" -- also quotes health care author and thought leader Joe Flower: "We could have better healthcare at half the cost, without denying care to anyone, just by driving economic incentives back into the system."

Orriant is a Sandy, Utah-based wellness program provider serving companies nationwide. For more information, call 888-346-0990, email info@orriant.com, or go to www.orriant.com.


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Monday, January 23, 2012

Mental health calls up sharply

As serious mental health calls to police and social service groups rise, law-enforcement agencies are investing in extra training to help officers untangle situations ranging from erratic behavior to drug overdoses to suicide attempts.

Anoka and Dakota counties have seen their mental health 911 calls, including suicides and attempts, increase by more than 25 percent in the past two years, to more than 2,000 in Anoka and about 1,730 in Dakota. Some police departments, including those in Eagan, Hastings, Burnsville and Buffalo, have increased officer training to better handle such calls or have plans to do so.

There's no clear explanation for the increase, but theories include unemployment and financial stress, the struggles of returning military veterans and lack of access to mental health services, said Daniel Reidenberg, a psychologist and executive director of Suicide Awareness Voices of Education, a nonprofit in Bloomington.

"There is still a lot of apprehension about the economy," said Eagan Police Chief Jim McDonald. "Almost everyone knows someone who lost a job or a house or was in the service overseas. ... We are taking steps to make sure our officers are prepared for those situations." Eagan's mental health calls have increased more than 30 percent since 2007.

Other factors also may be involved. Jon Roesler, a state Health Department epidemiology supervisor, said greater access to powerful anti-depressants and painkillers may contribute to higher suicide rates and more drug overdose calls.

Reidenberg also faults social changes. "Families are more isolated by technology -- not communicating face to face, but so much online," he said. "We are becoming a far more disconnected society."

The numbers are harder to pin down in the big cities. St. Paul police don't specifically track mental health calls. Minneapolis handles roughly 2,500 of the more serious calls per year, but information on whether that number has increased is not available. And it's hard to compare numbers across departments, some of which track or categorize calls differently.

In St. Paul, the police department has emphasized crisis-intervention training -- with classes held every six months -- for about five years, said training coordinator Sgt. Paul Paulos.

"It's an alternative to rushing in and solving the problem. You step in and take time to talk to the person to conquer the anxiety they are going through or problems and come to a rational solution," Paulos said. "Nine out of 10 times, no force is used. You gain ... their confidence."

Hennepin County has 24-hour crisis phone lines and two teams that handle mental health calls. Those calls have risen about 20 percent a year since 2006, said Kay Titkin, county mental health services director. She said suicidal thoughts or acts account for about a third of about 11,000 crisis calls handled last year.

Minneapolis holds about one crisis-intervention class a year for officers, said Sgt. Steve Wickelgren, a department counselor who is also clinical director of the state Crisis Intervention Training Officers Association. The training features actors who play mentally ill people whom police officers practice working with, he said.

In Wright County, Buffalo police have seen a near doubling of mental health incidents over the past five years, to 94 calls in 2011, said Chief Mitch Weinzetl. "The across-the-board increase in acute mental health issues is troubling," said Weinzetl, who is planning mental health-assessment training for his officers. He noted an increase in cases involving acts or talk about suicide.

In 2010, the most recent data available, both the state and the seven-county metro area had the highest age-adjusted suicide rates seen since the mid-1990s, according to the state Health Department. The 2010 metro rate was 10.3 suicides per 100,000 residents, below the state rate of 11.1

The 599 suicides in Minnesota in 2010 was the highest figure recorded, Roesler said. The state's preliminary count in the first half of 2011 was 316, nearly half in the seven-county metro area.

Anoka County saw its age-adjusted suicide rate go from 8.1 in 2004 to 14.9 in 2010, the highest rate among metro area counties. The state record was about 17 per 100,000 people during the Great Depression in the 1930s, Roeseler noted.

Anoka's high rate was partly due to a handful of student suicides that prompted the Anoka Hennepin School District to offer a 24-hour student mental health help line last summer, said Cindy Cesare, interim director of the county mental health department. She said the county has held forums in area high schools to talk about depression, suicide and bullying.

Burnsville police have seen their mental health calls double since 2008, to more than 300 last year, said Chief Bob Hawkins. His department also has undergone extra crisis training over the past five years.

"Our focus," he said, "is to make sure we keep people healthy and safe."

Jim Adams • 952-746-3283

25 percent

increase in mental health 911 calls in Anoka and Dakota counties in the past two years

30 percent

increase in mental health 911 calls in Eagan since 2007


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