• Dear Friends and Colleagues

  • Patient Care Safety, Clinical Quality and Operations Improvement

  • Provider of Choice

  • Employer of Choice

  • Financial Performance

  • Community Service

  • Magnet Designation

  • 2011 Awards

  • Closer To Free

  • dear friends and colleagues

    2011 was an extraordinary year for Yale-New Haven Hospital (YNHH), in spite of growing reform and reimbursement pressures. Unlike most hospitals in Connecticut and the Northeast, YNHH cared for a record number of inpatients and outpatients. We enhanced clinical services, added jobs, invested in crucial technology, continued to help meet the needs of our community, and demonstrated strong financial performance.

    The Hospital’s success in 2011 was built upon a solid foundation of enhancing patient safety and quality, investing in our workforce and our facilities, and managing our costs. This challenging balancing act would not have been possible without the engagement of more than 8,000 employees, the expertise and commitment of our physicians and the support of our board and leadership team. Our accomplishments also reflect the support of our friends and donors and members of our community.

    The beneficiaries were the nearly 60,000 patients who were discharged from YNHH this past year, and others who made more than 700,000 outpatient clinic visits. While the numbers are almost astounding, we never lost sight of the fact that we were caring for our friends and neighbors – sisters and brothers, fathers and mothers and children – and their families.

    Our continuing challenge is to ensure that Yale-New Haven Hospital stays strong and remains positioned for success as our country’s healthcare system faces unprecedented changes in the years ahead. With that in mind, we remain committed to being the destination for patients who need, want and deserve the best care available.

    Marna P. Borgstrom

    Richard D'Aquila
    President and COO

    Joseph R. Crespo
    Chairman of the Board of Trustees

    Peter N. Herbert
    MD, Chief of Staff

    Richard D'Aquila, President and COO

    Marna P. Borgstrom, CEO

    Peter N. Herbert, MD, Chief of Staff

    Joseph R. Crespo, Chairman of the Board of Trustees

  • Safety, Quality + Operations Improvement

    In 2011, YNHH continued its work to advance the quality and safety of patient care. The Hospital underwent a successful triennial The Joint Commission Accreditation (TJC) survey in January, and the surveyors commented on the high level of staff and employee engagement, as well as demonstrated best practices in a number of clinical areas.

    Transforming Patient Care was a highly successful effort that increased the amount of time registered nurses are able to spend at the bedside with their patients by an hour more a day by minimizing administrative activities. This additional time with the patient improves patient satisfaction, safety and quality of care.

    Other important quality and safety efforts included improving hand hygiene compliance, reducing bloodstream infection rates and catheter-related blood stream infections, and consistent use of the "time out" safety protocol to verify patient identification and surgical procedure details.

    YNHH continued its safe patient flow initiative to ensure that beds are available and ready when patients need them, and that every patient is discharged efficiently and with the appropriate information. This year particular attention was given to safe patient flow in the operating rooms (OR) resulting in improved scheduling and the timeliness of surgical cases. Another focus was the safe and timely movement of critically ill patients from the emergency department to the medical intensive care units and to hospital floors.

    Significant resources were devoted to help the adult emergency department (ED) meet extremely high demand, including opening new short-stay and observation units to help care for many of the less seriously ill or injured patients. Concurrently, the first phase of two-year long ED renovation was completed on schedule.

    New short stay and observation units helped ease the volume of patients in the Emergency Department.

    The safe patient flow initiative helped increase the number of clinically appropriate 11 am discharges.

  • Provider of Choice

    As a destination hospital, Yale-New Haven continues to care for a growing number of patients; both for the primary communities served as well as for referral services such as heart failure, solid organ transplants and various cancers. Despite decreases in hospital admissions throughout the State, Yale-New Haven Hospital volume continued to grow, with nearly 57,500 inpatient discharges and 638,000 outpatient encounters this year. The average daily census increased by 35 patients a day, with record single day census of 1,021 patients. Contributing to this historically high volume was the new Y-Access physician transfer center, which allows a physician to make complete arrangements to transfer a patient with one call.

    After an extensive due diligence review, YNHH and the Hospital of Saint Raphael (HSR) signed a definitive agreement for YNHH to purchase the assets of HSR. The agreement addresses financial issues for HSR and allows YNHH to increase its patient care capacity almost immediately, while avoiding a more than $400 million investment in a new patient care building. It offers a unique opportunity to enhance quality and strengthen access to care in the most cost efficient manner possible. The transaction, currently under review by the Federal Trade Commission, the State Attorney General and the Connecticut Office of Health Care Access, has won widespread community support.

    In addition, YNHH submitted a Certificate of Need to the Office of Health Care Access [approved in December 2011] to integrate the pediatric beds at Bridgeport Hospital with Yale-New Haven Children's Hospital (YNHCH). YNHCH also changed its model of care for pediatric patients from an age-based to a diagnosis-based model to provide a supportive environment for patients and families and new pediatric transplantation and short stay units were opened. YNHCH partnered with Connecticut Children's Medical Center to create the only pediatric cardiac surgery program in the state of Connecticut. Other noteworthy clinical program enhancements this year included heart and vascular services, oncology, organ transplantation, ophthalmology and otolaryngology.

    To improve access to care for area residents, YNHH added new ambulatory sites, planned new partnerships and explored other areas of growth. The hospital opened new Temple Radiology offices in East Haven and West Haven, an urgent care center in East Haven, a cardiac rehabilitation center in Branford and an outpatient physical and occupational therapy office in Guilford.

    YNHH remained focused on providing an exceptional patient and family experience and increased its overall patient satisfaction score this year. Staff collaborated with patients and families to advance patient and family centered care initiatives to improve patients' experiences and increase their involvement in their care. There are now five patient and family advisory councils: adult, pediatrics, cancer, newborn special care and behavioral health.


    YNHH continue implementation of the Epic electronic medical record project throughout the health system.

  • Employer of Choice

    YNHH remained a destination hospital for staff as well as patients, continuing to demonstrate its commitment to recruiting and retaining a high quality workforce through a range of human resources initiatives. Nearly 7,000 employees, 82 percent of the workforce, participated in an employee engagement survey with stellar results. Further, the survey results will allow the organization to focus on additional ways to increase employee engagement.. The Hospital also completed a diversity and inclusion assessment to gain a better understanding of existing strengths and opportunities.

    Novel programs in which employees participated included the Performance Incentive Program (PIP) which paid employees 2.72 percent of the annual salary for their contributions to the hospital's annual success. WorkSMART, an employee-focused initiative to generate cost-saving ideas, had another successful year with more than 1,000 employee suggestions.

    This year, 13 YNHH employees were able to purchase their first home, thanks to the Hospital's H.O.M.E. (Home Ownership Made Easier) Program, bringing the total number of employees who have benefited from this program to 72. Another 20 employees benefited from confidential financial support and counseling through the Employee Hardship Fund, a program funded by executive contributions for employees who face unexpected emergencies and need financial assistance. An exciting new employee benefit this year was the construction of the new YNHH Livingwell Fitness Center for employees.

    The Hospital continued to expand the scope of physical, emotional and financial wellness programs for employees. Three YNHH nurses received the first new Marna P. Borgstrom and Peter N. Herbert, MD, Advanced Nursing Education Scholarships, thanks to the generosity of Dr. Milton Hollander and his late wife, Betty.

    2011 saw the construction of a long-awaited employee fitness center.

    Thousands of employees celebrated YNHH’s 2011 successes at a July barbecue in their honor.

  • Financial Performance

    Despite the challenging economy, YNHH maintained a disciplined focus on managing expenses, improving revenue cycle and maintaining healthy a balance sheet.

    The Hospital's operating revenue this year was $1.49 billion and operating expenses were $1.44 billion, resulting in a 3.6% operating margin. The Hospital also provided a record high $184 million in total uncompensated care (including uncompensated, undercompensated, free and charity care and bad debt) – $17 million more than last year.

    Reflecting strong operating results and the ability to grow in a difficult economic environment, YNHH sustained its A+ bond rating Standard and Poors and received an upgrade from Moody's from A1 to Aa3 this year.

  • Community Service

    YNHH continued to invest in the community it calls home. In addition to its disease prevention, detection and wellness initiatives, one of the Hospital's major roles is to develop and support community-based programs and services that benefit New Haven and the surrounding region.

    Last year, in addition to absorbing millions of dollars in uncompensated and undercompensated care costs, YNHH donated nearly $500,000 and provided in-kind services in community-building activities to help keep New Haven healthy. YNHH also contributed to health education programs, support groups and more than 100 local charities and non-profit groups.

    In addition to health care and health education, another important investment YNHH makes to the community is healthcare career education and training opportunities, including $200,000 in support of the nursing suite at Gateway Community College's new downtown campus, which is part of a three-year $500,000 commitment. YNHH also provided $500,000 to New Haven Promise, a program designed to provide scholarships to two and four year universities and colleges for qualified New Haven public school students.

    YNHH invested in neighborhood improvements, helping support affordable housing, child care, job training, economic development and other essential services. YNHH was a key partner in the planning and implementation of the Rowe Residences housing development – a new 104-unit, mixed use development one block from the Hospital campus. To complement this project, YNHH invested $35,000 in the Sylvan Avenue revitalization project, and invested $100,000 to sponsor two new Habitat for Humanity homes on Sylvan Avenue, built with the assistance of YNHH volunteers.

    YNHH is now completing its fifth and sixth Habitat for Humanity Houses in New Haven.

    YNHH donated $200,000 toward the nursing suite at Gateway Community College's new downtown campus.

  • Magnet Designation

    A highlight of 2011 was Nurse Magnet recognition by the American Nurses Credentialing Center (ANCC) – the world's largest, most respected nurse credentialing organization. Only six percent of the nation's hospitals earn this prestigious honor for excellence in nursing care. In granting Magnet status to YNHH, the ANCC had special commendation for the Hospital's nursing professional practice model, its commitment to shared governance reflected by the transforming patient care initiative and the collaboration between the Hospital and the community.

    Achieving Magnet status was a journey that began five years ago, involved the entire YNHH workforce, extensive training and preparation and culminated in a 15-volume, 47-pound application sent to the AANC in 2010.

    The four-year Magnet accreditation (2011–2015) publicly recognizes the nursing practice excellence at Yale-New Haven Hospital and enhances our reputation as a destination hospital. It supports our continuing efforts to recruit and retain the highest-caliber staff and demonstrates consistent efforts to improve the quality of our practices, processes and professional skills.

    A 15-volume, 47-pound application for Magnet accreditation was sent to the American Nurses Credentialing Center in 2010.

    Cheers broke out when the American Nurses Credentialing Center announced YNHH's accreditation as a Magnet hospital during a conference call in a packed auditorium.

  • 2011 Awards
    Magnet designation, American Nurses Credentialing Center
    America's Best Hospitals, U.S. News & World Report
    America's Best Children's Hospitals, U.S. News & World Report
    191 Top Docs, Connecticut Magazine
    Top 100 technology leaders, CIO magazine
    54 Best Doctors, New York magazine
    100 Most Wired Hospitals Award, Hospitals and Health Networks magazine
    100 Best Companies for Working Mothers, Working Mother magazine
    Best Places to Work in Connecticut, Hartford Business Journal
    100 Best Places to Work in Healthcare, Becker's Hospital Review
    100 Best Places to Work in Healthcare, Modern Healthcare magazine
    Top 50 Companies and 10 Nonprofits for Executive Women, National Association for Female Executives

  • Closer To Free

    On September 10, 2011, 250 cyclists, 300 volunteers and thousands of friends, family and supporters came together for a unified goal: to raise money for Smilow Cancer Hospital at Yale-New Haven and raise consciousness of cancer care throughout Connecticut and southern New England.

    Bicyclists in the first annual Closer to Free Bike Ride covered 17,000 miles and raised over $430,000. The ride took its name from a Smilow Cancer Hospital campaign to heighten awareness of the progress physicians and healthcare professionals from YNHH and Yale Cancer Center are making in returning many patients to a cancer-free life and helping all patients lead fuller lives despite cancer.