2. UMMHC 2020 VISION
2014
INCREASE FOCUS
2015-2018
CONSOLIDATE WINS
2020 VISION
POSITION OURSELVES FOR FUTURE
DELIVER EXCEPTIONAL
QUALITY, SERVICE
AND VALUE TO THE
PATIENTS WE SERVE
INVEST IN THE BEST
INCREASE OUR
COMMUNITY PRESENCE
BUILD OUR POPULATION
HEALTH CAPABILITIES
CREATE AN ENABLING
CULTURE OF OWNERSHIP
RATIONALE DOABLE & FINANCIALLY FEASIBLE
PATH CRITICAL
TIME AND/OR CAPITAL INTENSIVE
DEPENDENT ON PHASE I
TIME AND/OR CAPITAL INTENSIVE
DEPENDENT ON PHASE II
Deliver world-class access to our services
through our 855-UMASS-MD platform
Improve pt flow and reduce ED boarders
Be completely transparent about our
quality and service results
Standardize care to enhance quality,
efficiency and the educational experience of
our students, residents and fellows
Programmatic service line review and initial
investments in new MDs and resources based
on the clinical and academic quality of current
program, profitability and growth potential
Grow community-based primary care
Increase private physicians in MCN
Increase community-based specialist programs
Governmental payer pilots (duals)
Shared savings and quality-focused shared
risk (AQC) with commercial populations
Build HCC coding and quality infrastructure
Improve IT dependability, speed and
usability and open the patient portal
Employee wellness program
World-class employee idea system
Executive rounding program
Continued growth of owned (CMG)
and affiliated (MCN) community-based
primary and specialty care practices
Become a Medicare ACO, enhance
TME management capabilities, expand
successful pilot programs (My Link)
Align with payers and employers
Create an ACO laboratory with UMMS
Enhance employee development and
recognition programs
Partner with UMMS to build an IT system
that integrates all available clinical data,
is fast, dependable and easy to use from
a secure mobile platform
Academic health system with a strong
community presence
A fully integrated delivery system (Payer/
Provider) managing the overall cost and
quality of care for defined populations
Top decile employee satisfaction
Patient- and provider-centric
integrated EHR
Service line investments analyzed and
adjusted annually based on clinical
and academic quality and efficiency of
program, profitability and growth potential
Innovative select specialty services that
are internationally recognized
Expand 855-UMASS-MD hours and include
online appointment scheduling capabilities for
existing (portal) and new patients (ZocDoc)
Develop and implement entity/dept-level
quality and service improvement plans
Expand our capacity to deliver low acuity
care at a lower cost (ASC, Urgent Care and
virtual visits)
24/7/365 electronic and telephonic
patient access to all of our services
Patient and family-centered, cost-
effective, high-quality care
Efficient, contemporary facilities for our
patients and providers
Elimination of ED boarders
Top decile quality/service
We will become the best academic health system in America based on measures of patient safety, quality,
cost, patient satisfaction, innovation, education and caregiver engagement.
3. UMASS MEMORIAL HEALTH CARE
The Best Place to Give Care, The Best Place to Get Care
UMass Memorial Health Care’s 2020 Vision is to
become the best academic health system in America
based on measures of patient safety, quality, cost,
patient satisfaction, innovation, education and
caregiver engagement. As we work hard to become
“The Best Place to Give Care — The Best Place to Get
Care,” we will focus on our patients, our people, our
discoveries and our long-term financial health.
One area where major improvements are being made
is Information Services (IS). We greatly appreciate the
hundreds of caregivers who provided input on how
to enhance IS. Following is a high-level summary of
improvements that have been made as a result:
Restructured the IS Leadership Team
Established a process improvement culture
within IS
Worked to improve our partnership with the
University of Massachusetts Medical School
Solidified and expanded our IS governance
approach
Selected Epic as our enterprisewide, integrated
electronic health record system
Accelerated our improvements in IS infrastructure
We will continue to partner with University of
Massachusetts Medical School to build an IT structure
that integrates all available clinical data, is fast,
dependable and easy to use from a secure mobile
platform. This report is intended to share some of
the excellent work performed by our re-energized IS
department.
Eric Dickson, MD
President and CEO of UMass Memorial Health Care
Sergio Melgar
Executive Vice President and
CFO of UMass Memorial Health Care
OUR
PATIENTS
OUR
PEOPLE
OUR
DISCOVERIES
OUR
LONG-TERM
FINANCIAL
HEALTH
Eric Dickson, MD
President and CEO
of UMass Memorial
Health Care
Sergio Melgar
Executive Vice
President and CFO
of UMass Memorial
Health Care
To enable this vision, and based
on feedback from hundreds of
our caregivers, we have selected
and are implementing the best
electronic health record system
available – Epic.
UMass Memorial Information Services / 1 /
4. The Epic contract
complex it did seem,
was expertly handled by
Kate and her team!
INFORMATION
SERVICES –
A LOOK BACK
AT 2015
In 2015, we initiated a major
transformation of IS in an effort
to best serve our patients and
caregivers, and become a strategic
enabler for UMMHC’s 2020 Vision.
IS Senior Leadership
(Not pictured: Penny Iannelli)
As part of this transformation process,
we sought widespread engagement
and input from our clinical, operational
and financial colleagues. Based on
their feedback, our IS Committee of
the Board established the following
framework for our patient-centered IS
Strategic Plan:
Talent Management
Process Improvement
Partnership with University of
Massachusetts Medical School
(UMMS)
IS Governance
Epic (Soarian Exit Strategy)
Infrastructure Modernization
The scope for the IS Strategic Plan
includes all entities owned by UMMHC
and covers our full continuum of care.
These concepts, along with our pursuit
to strengthen our partnership with
UMMS, are shown in the Exhibits.
Our overarching goal is to establish a
unified IS department that will best
serve our patients and caregivers
across our full continuum of care.
/ 2 / 2015 Annual Report
5. Significant progress was made in each of the IS
Strategic Plan areas. Highlights are included below and
further showcased throughout this document.
In partnership with UMMHC’s Human Resources
team, we recruited a new IS Leadership team and
restructured the entire IS team.
The IS Team exceeded their annual goal for ideas
implemented by 70 percent and created a Visual
Management System that displays our priorities,
challenges, alignment, progress and activities.
Our IS Training Team and IS Project Management
Office (PMO) Team each were selected as “Sweet
16” finalists with the IS PMO Team being awarded
“UMMHC’s 2015 Innovator of the Year” by our
President and CEO.
We have taken initial steps to strengthen our
partnership with the University of Massachusetts
Medical School and are excited about better serving
our academic and research partners.
Dr. Bill Corbett and Dr. Matthias Walz served as
Co-Chairs for the Soarian Exit Strategy Task Force
that addressed our clinical and revenue cycle system
needs. Based on input from hundreds of caregivers,
the task force identified Epic as the best solution to
enable our 2020 Vision.
With the help of Kate Eshghi, SVP and General
Counsel (pictured left) at Epic, and her team, the
Epic contract was signed mid-2015.
An assessment of our IS infrastructure was
conducted and our technical teams are actively
working on infrastructure improvements to
modernize our IS infrastructure.
In 2015, UMMHC’s team of dedicated IS professionals
worked extremely hard to put the IS star back into
the sky. Their collective accomplishments, which are
highlighted in this report, clearly demonstrate the
power of “Everyone, Everyday.”
Our patients, community and caregivers will benefit
tremendously from the work of this team. For that, I
am very grateful and look forward to seeing this team
make the IS star shine brighter with each year. We can
all be very proud to be associated with such a talented,
dedicated and hard-working team.
Tim Tarnowski
UMMHC SVP & CIO
2015 IN THE WORDS OF OUR STAFF
Our overarching goal is to
establish a unified IS department
that will best serve our patients
and caregivers across our full
continuum of care.
transition
Epic
opportunity
innovation
team
rewarding
direction
hope
challenging
change
exciting
evolutionary
idea system
busy
growth
collaboration
frustrating
improvement
uncertain
chaotic
stress
hectic
overwhelming
UMass Memorial Information Services / 3 /
6. IS Committee of the Board
The IS Committee of the Board is responsible for monitoring UMMHC's Information Services Strategic Plan.
This includes ensuring that IS initiatives are aligned with UMMHC's 2020 Vision and is a strategic enabler for
UMMHC's strategic goals and priorities. This team of external experts has provided valuable guidance and
perspective. We sincerely thank them for their time and willingness to share their expertise as we face the exciting
challenges ahead.
Vic Bhagat, Executive Vice President, Enterprise Business
Solutions and Chief Information Officer at EMC Corporation
Drexel Deford, Independent Healthcare Consultant
Eric Dickson, MD, President and CEO of UMass Memorial
Health Care
Robert W. Finberg, MD, Richard M. Haidack Distinguished
Professor and Chair of Medicine, University of Massachusetts
Medical School
Mary Finlay, Professor of Practice at the Simmons School of
Management
Sergio Melgar, Executive Vice President and CFO of UMass
Memorial Health Care
Edward J. Parry, III, Vice Chairman of the UMMHC/UMMMC
Board of Trustees and Partner/Consultant in a private
financial services/insurance firm
Raymond Pawlicki, Former Chief Information Officer (CIO)
at Biogen
Rick B. Siegrist, Jr., MS, MBA, CPA, Director of Innovation
and Entrepreneurship, Co-Director, Master of Science in
Health Care Management Program, Adjunct Lecturer on
Health Care Management Department of Health Policy and
Management at Harvard T.H. Chan School of Public Health
Jack Wilson, MD, President-Emeritus, The University of
Massachusetts, and Distinguished Professor of Higher
Education, Emerging Technologies & Innovation
INFORMATION
SERVICES
GOVERNANCE
A special thanks to our IS
Governance team members
who worked very hard in 2015 to
prioritize our work and ensure
alignment with UMMHC’s 2020
Vision. These teams provided
exemplary enterprise leadership
in establishing the IS priorities
and making some very difficult
decisions to guide our work.
/ 4 / 2015 Annual Report
7. IS Operations Committee
Our IS Operations Committee is led by Co-Chairs
Dr. Max Rosen and Sergio Melgar. This committee
prioritized the majority of the accomplishments
presented throughout this document.
Bill Corbett, MD, SVP Community Practices, UMMMG
Deb Demarco, MD, Senior Associate Dean for Clinical
Affairs & GME, and Professor, UMMS
Barbara Fisher, MBA, SVP, Operations, UMMMC
John Greenwood, President of UMass Memorial ACO,
CFO, and SVP for Office of Clinical Integration, UMMMG
Margaret Hudlin, MD, SVP, CMO and CQO, UMMMC
Cathy Jewell, CNO, UMMMC
Pamela Manor, DNP, RN-BC, CNIO, ACNO Clinical
Informatics, Nursing Professional Development and
Nursing Quality, UMMMC
Sergio Melgar, EVP and CFO, UMMHC
Steve Roach, President & CEO, UMMHC Marlborough
Hospital
Max Rosen, MD, Chair, Radiology Department, UMMMG
Alice Shakman, SVP, Operations, UMMMC
Jeffrey Smith, MD, MMM, EVP and COO, UMMMC
Gregory Volturo, MD, Chair, Emergency Department,
UMMMG
Greg Wolf, CIO, UMMS
Soarian Exit Strategy Task Force/Epic Executive Steering Committee
In December 2014, Dr. Dickson assembled the Soarian Exit Strategy Task Force. Their assignment was to, “Recommend
the best solution for our patients” and “Develop a plan to move us off Soarian and onto a system that is more
dependable, user friendly and better integrates all the information our caregivers need to provide the highest quality
care possible for our patients.”
Evan Bailey, MD, Pediatric Pulmonary Faculty, UMMMG
Joanna Cain, MD, Vice Chair for OB/GYN, UMMMG, and
Faculty Development, UMMS
Bill Corbett, MD, SVP, Community Practices, UMMMG
Deb Demarco, MD, Senior Associate Dean for Clinical
Affairs & GME, and Professor, UMMS
Steve Erban, MD, Division Chief for Clinical Informatics,
UMMMC
Robert Finberg, MD, Chair, Department of Medicine,
UMMMG
Richard Forster, MD, Vice Chair of Graduate Medical
Education, Hospital Medicine Division Chief, UMMHC;
Program Director for Medical Residency, Associate
Professor of Medicine, UMMS
Nicole Gagne, EVP & COO, UMMHC Community Healthlink
Margaret Hudlin, MD, SVP, CMO and CQO, UMMMC
Richard Irwin, MD, Chair, Critical Care Operations
Committee, UMMMC
Joy Jacobson, Revenue Controller, UMMMG
Cathy Jewell, CNO, UMMMC
Katherine Luzuriaga, MD, Professor, Molecular Medicine,
Pediatrics & Medicine, UMMS
Pamela Manor, DNP, RN-BC, CNIO, ACNO Clinical
Informatics, Nursing Professional Development and Nursing
Quality, UMMMC
Sergio Melgar, EVP and CFO, UMMHC
Steve Roach, President & CEO, UMMHC Marlborough
Hospital
Kim Robinson, MD, MPH, Pulmonary Medicine, Critical
Care, UMMHC Marlborough Hospital
Max Rosen, MD, Chair, Radiology Department, UMMMG
John Salzberg, Controller, Patient Access & Revenue Cycle,
UMMMC
Tom Scornavacca, DO, Medical Director, Clinical
Integration, UMMMG
Alice Shakman, SVP, Operations, UMMMC
Jessica Simons, MD, Assistant Professor, Vascular Surgery,
UMMMG
Jeffrey Smith, MD, MMM, EVP & COO, UMMMC
Stephen Tosi, MD, Chief Physician Executive and President,
UMMMG
Gregory Volturo, MD, Chair, Emergency Department,
UMMMG
Matthias Walz, MD, Associate CMO, UMMMC; Associate
Professor of Anesthesia and Academic Vice Chair, UMMS
Deborah Weymouth, President & CEO, UMMHC Health
Alliance Hospital
Greg Wolf, CIO, UMMS
UMMHC’s IS Governance model will continue to evolve and will be shaped primarily by the team
formation on the Epic Project. Numerous decisions will need to be made on this project and the
processes will continue after the go-live.
UMass Memorial Information Services / 5 /
8. BUSINESS
OPERATIONS
Project Management Office
Business Operations is comprised of the following:
Project Management Office (PMO)
Responsible for planning and implementing
approved IS projects that assist the organization
in achieving its strategic and operational goals.
The team strives to leverage and improve best
practices in project management to increase
productivity. The PMO Team was awarded 2015
Innovator of the Year.
Business Operations
Has oversight for IS financial and administrative
operations. This includes management and
stewardship of financial reporting requirements
of the organization.
Clinical/Biomedical Engineering Team
Responsible for providing service management for
the medical devices at UMass Memorial Health Care.
Key Accomplishments
Implemented the following systems:
Lattice in ER departments
ZocDoc to all employees
CareWell Urgent Care Center interface
JobVite employee recruitment system
Completed the following upgrades:
Nurse Call at Memorial and University campuses
Patient Monitoring and Telemetry at Memorial and
University campuses
Endo/IP video scope
GE CathLab Hemodynamic System
WHAT THIS TEAM DOES
Manages the IS portfolio
of projects, capital and
operating budgets and vendor
management and talent
management.
The PMO Team was awarded
2015 Innovator of the Year
/ 6 / 2015 Annual Report
9. Other priorities:
Transitioned IS capabilities from Wing Hospital to Baystate
Achieved several million dollars in savings on ICD-10, Xerox insourcing,
renegotiating copier contracts and converting long-term consultants
to employees
Expanded our Checkpoint temperature monitoring system to the
Clinton campus and the Community Medical Group (part of the
UMass Memorial Medical Group)
Team Members
James Anjuri
Maria Anthony
Alan Ayotte
Eric Bernard
Mark Bucknam
Kerie Choiniere
Joseph Cimoch
Mark Crump
Joan Daniel
Kathryn Doan
Thomas Eglin
Annette Farley
Deborah Fort
Mary Garabedian
Lisa Grigaitis
Richard Harvey
MaryEllen Jurchak
Dennis Kelly
Eileen Kelly
Victor Kruczynski
Sandra Kuipers
Barbara Londergan
Catherine Mak
Chris Malia
Mark Manseau
Sharon Mattus
Aaron McGaffey
Scott Mcknight
Steve Mullins
Ted Nelson
Jonathan Pinault
Jeff Proulx
Shelley Sartini
David Smith
William Smith
Matt Soucy
Brian Sowell
Nancy Tivnan
Joe Wagner
Joe Williams
Robin Ziko
George Zina
Business Operations Administration PMO wins Innovator of the Year
UMass Memorial Information Services / 7 /
10. EPIC
WHAT THIS TEAM DOES
Responsible for the build and
implementation of Epic at all
UMass Memorial Health Care
entities.
Key Accomplishments
Completed Epic Project planning milestones
on schedule
Facilitated development of Guiding Principles
and completed 47 Design Parameters
Created Epic Project Governance Model
Established Epic Executive Steering Committee
Conducted Epic Project Kick-off
Completed Current-State Assessments in
partnership with Epic
Team Members
Michael Adams
Michael Allen
Rachel Ambler
Maria Anthony
Mohamed Azeez
Dan Baker
Caitlin Bassett
Ahnissa Beaupre
Gina Behan Lemire
Sarah Benoit
Anne Bianchin
Eileen Billings
Deb Black
Cheryl Brennan
Joyce Brindisi
Kim Buhr
Candace Burke
Richard Bylund
Marina Cabezas
Vanessa Calabrese
Dawn Canterbury
Kathy Cassidy
Maggie Ceccherini
Devin Chapman
Ben Chapman
Pat Chase
Peter Chunis
Alice Cleary
Adam Cohen
Kristen Cole
Matthew Corridori
Kristen Cox
Darcy Del Dotto
Sue Demers
Dawn Depathy
Michael Derhak
Lori Desautel
Mark DesRoches
Andrea Deyo
Margy Diaz
Spencer Dinsmore
Pamela Doonan
Bryan Dube
John Duci
Kelly Duci
Ryan Dupill
Mary Ellen Jurchak
Marta Farb
Kristin Fitzpatrick
Noreen Flynn
Debra Frattallone
Kelly Fredette
Paria Freshman
Mary Garabedian
Juanita Gomes
Jose Gonzalez-Blosser
Tara Gordon
Deb Graham
Kelly Greene
Amanda Grenier
Ronald Grunder
Maria Gruzinov
Halina Gucwa
Lisa Harris
Steven Hearson
Lauren Hebert
Sue Hebert
George Henault
Wade Herrick
Micaela Hersee
Jim Hilton
Peter Hogan
Cliff Hohban
Terri Kadziewicz
Phil Kelly
Eileen Kelly
Dennis Kelly
Shinae Kim
Bruce Kozlowski
Joette Kriynovich
Reggie Laffond
Andrew Langin
Alicia Lavalle
Sue Letscher
Eamon Lightning
Nicole Livingston
Dana Locke
Tyler Loggins
Barbara Londergan
Lois Lopatin
Rebecca Lossing
Laura Lysaght
Deb MacDuff
Michelle MacWalter
Brendan Magnan
Safi Mansoor
Jeanne Martin
Scott McAdams
Matt McCue
Meredith McInnes
Patricia McNamara
David Melvin
Christopher Merrill
Alexis Mowry
Ben Nelsen
Scott Nelson
Dan Netto
Sam O’Connor
Shawn Oliai
Carl Osorio
Robin Pacheco
Tyler Palioca
Joan Parker
Tina Petras
Scott Ploysungwan
Jennifer Post/ 8 / 2015 Annual Report
11. Jane Prouty
Suneeta Pulla
Janet Quealy
Kalyan Ramji
Darlene Rhodes
Dina Rich
Julie Rivers
Elisa Rosales
Lori Sands
Ethan Segal
Cori Semple
Yi Shao
Gui Siqueira
Matthew Smith
Ashley Smith
Kathleen Soucie
Laurie Spencer
Patrick St. Jean
Stacy Stephenson
Jeremiah Stewart
Paula Stoever
Dan Sullivan
Susie Sutherland
Ranjani Swaminathan
Brad Tatreau
Sandy Taubert
Jennifer Thunder
Cara Ting
Derek Tolman
Kelly Tolson
Sean Trapp
Elizabeth Trumble
Barbara Tully
Eric Vadeboncoeur
Ruslan Voloshin
Michelle Walton
John Whalen
Chen Yang
Epic Project
Epic Project Guiding Principles
UMMHC’s clinical, operational and financial team members will design workflows
– Quality- and outcomes-driven
– Patient experience and engagement
Enterprisewide integration to maximize workflow efficiency
Convert appropriate amount of historical data into Epic
Facilitate exchange of health information
Implement Epic’s foundation system and best practices
Users will be trained and demonstrate proficiency to earn Epic access
Enable clinical and translational research, education and quality improvement
Establish effective and transparent communications
Infrastructure with high availability and stability
UMass Memorial Information Services / 9 /
12. INFRASTRUCTURE
Desktop Services, Service Quality Management and Integration
Infrastructure is comprised of the following:
Desktop Services – Desktop Services supports the
end users and their devices (e.g., computers, printers,
scanners) including the virtual desktop infrastructure
called FollowMe Desktop.
Service Quality Management – Responsible for service
quality monitoring and reporting, service management
and delivery, critical event management and single
point-of-contact.
Integration – Maintains and administers the interface
engines required to transfer messages from one system
to another, both internally and externally.
Network Design – Responsible for end-to-end
connectivity on the UMass Memorial network, for all
users and devices. This includes all UMass Memorial
applications, along with access to the Internet and
intranet.
Telecommunications – Responsible for design,
deployment and support of all telecommunication
services (e.g., voice, fax, or data), as well as delivering
quality operator services.
Data Center – The Data Center Team operates 24
hours a day, every day of the year with onsite coverage
at two Data Center locations. The team also provides
first-level support for Network, System Administration
and Data Center requirements.
Knowledge, Data and Technology – Oversight for
programming, extracts, transform and load, reporting
and dashboards, as well as database and SharePoint
administration.
System Administration – Manages servers and
storage, including virtual desktop infrastructure.
WHAT THIS TEAM DOES
Oversight for all technical
infrastructure, such as the
data center, networks, and
telecommunications, as well
as end user device support
and service.
/ 10 / 2015 Annual Report
13. Data Center
Data Center Knowledge Data Transfer and System Administration
IS Critical Events
(Less is Better)
FY 14
FY 15
327
355
Average Critical System Downtime
(Less is Better)
FY 14
FY 15
.00345%
.00289%
Key Accomplishments
Implemented Windows 7 on 8,000+ devices
Replaced 130+ copy machines
Made ongoing infrastructure improvements to
increase reliability and speed:
– Storage and server configurations
– SharePoint
– Multiple initiatives to improve redundancy
– Wired and wireless data network
Implemented Data Collection Hub and Analytics
Data Marts to enable improved data access and
reporting capabilities
Migrated over 100 interfaces to UMMHC’s new
integration engine and stabilized multiple
interfaces.
Closed 94 percent of critical events in four hours
in 2015
Expanded the Marlborough Data Center and
Network Operations Center
Upgraded University’s Distributed Antennae System
to improve cell phone reception
Implemented iPhones in Anesthesia and PeriOp
Replaced contractors with employees as part of
insourcing Xerox
As shown on the right, although
the number of critical events
increased in 2015, the average
critical system downtime
improved. We have a lot of work
to do and are committed to
establishing a fast, dependable
and secure infrastructure for our
patients and caregivers.
UMass Memorial Information Services / 11 /
14. Team Members
Joey Baldic
Phil Baldyga
Tom Barton
Michel Belliveau
Andrew Belseth
Kimberley Bergin
Tim Bliss
John Bosselman
Mike Bosselman
Bruce Bouthsarath
Colleen Bradley
Dennis Brooks
Dave Broslovsky
Josh Brunelle
George Buffone
Allan Burton
Charly Busky
Daniel Calocci
Joe Campanile
Meggan Cantlin
Jared Caron
David Chase
Cindy Christian
Roy Cloud
Rebecca Cole
Ryan Cook
Dave Cormier
Wil Costales
Frank Costello
Tom Deady
Pat Delaney
Rebecca Dineen
Tiffany Dunn
Gina Dunn
Dan Dutile
Scott Edmond
Sherri Epstein
Mike Fahey
Dan Fenner
Michael Fontaine
Kruti Gandhi
Craig Gedutis
Doreen Grabauskas
Halina Gwozdz
Adele Hache
Thomas Harris
Rich Harvey
Mark Heleta
Melissa Herlihy
John Hersey
Robert Hines
Malik Hunter
Robert Iverson
Neal Kalra
Belinda Kelly
Jessie Kibbe
Judy Kidney
Russ Kimball
Robert Krupa
Andrew Krustapentus
Kenny Kwiatkowski
Dave Lawler
Jimmy Le
Steve Leary
Richard Lewis
Andre Locke
Rebecca Los
Stephen Lucas
Bill Luman
Julius Luyiga
Pat Maguire
Scott Maltzman
Dennis Maquie
Steve Marshall
Mena Matta
Cassondra McArdle
Joe McCorkle
Aime McManus
Todd Merrill
Heather Mitchell
Jose Montanez
Ted Mui
Joe Mungo
Scott Nelson
Ben Nelson
Joyce Nelson
Bob Nichols
Joseph “Nik” LaGares
Joe O’Neil
Manny Ortiz
Jason Palazzo
Barbara Parsley
Mitul Patel
Laura Patterson
Curtis Petruzzelli
James Phetteplace
Chris Poitras
Bill Pollock
Gomathi Ponnuvelu
Jessie Posco
David Pratt
Joshua Pratt
John Preves
Kuldeep Rana
Sasank Reddy
Darlene Rhodes
Emily Robidoux
Joe Rodriguez
Juan Romero
Tyler Roser
George Sanborn
Beth Schiavone
Beth Shine
John St. Laurent
Adrian Stevens
Steven Tenore
Jarod Tier
Jerry Togar
Rhoda Trapasso
Bob Tremblay
Euclides Valazco
Jeffrey Vickers
Rick Wallace
David West
Zach White
Matthew White
Nicole Wiemer
Robert Wisell
Sean Wong
Bill Zalewski
Network Design, Telecommunications, and Data Center
/ 12 / 2015 Annual Report
15. Key Accomplishments
Signed contracts for RSA Adaptive Authentication,
iSight Incident Response Reporting, and Tufin
Firewall Monitoring Tool
Selected products for Advanced Persistent
Threat (Cyphort) and Mobile Device Management
(IBM MaaS360)
Initiated security assessment and interactive security
awareness training with security vendor
39,985 user accounts provisioned
Team Members
Caroline Brooks
Kathy Cassidy
Scott Emery
Bruce Forman
Jeremy Fountain
Krisha Podkowka
SECURITY
WHAT THIS TEAM DOES
Implements policies, systems,
and procedures to empower
users to protect sensitive
information and prevent
UMass Memorial Health Care
from data loss and breaches.
Security
UMass Memorial Information Services / 13 /
16. HEALTHALLIANCE
INFORMATION
SERVICES
WHAT THIS TEAM DOES
Supports and maintains all
aspect of HealthAlliance’s
Information Systems needs,
including the data center,
service desk, network, desktop
services, telecommunication
devices, phone operators and
all applications. The team also
operates a 24x7 answering
service for over 200 private
physicians.
HealthAlliance Team
Team Members
Ingrid Babin
Jamie Blair
Krystal Bourgeois
Daniel Breheney
Abigail Casto
Jeff Collins
Mark Darrigo
Carmen Delgado-Castillo
Robert Dullea
Karen Flynn
Joy Gallant
Michael Gammel
Jennifer Guiddi
Denis Healy
Chuck Krupa
Michael Longchamps
Sue Maillet
Guy McDonald
Mrero Mgeni
Tricia Normandin
John Pfeiffer
Damary Pinto
Tim Pitre
Betsy Platt
Chris Poegel
Paul Puma
Linda Reilly
James Ritari
Natt Rithisorn
Brandi Roberts
Amy Ryan
Denise Simonds
Steve Simons
Laura Snatos
Joan St Yves
RamJumar SunkiReddy
Stacy Surrette
Paula Thomann
Tyrone Twerefour
Victoria Vazquez
Carl Young
Key Accomplishments
Integration of private physicians for electronic
Laboratory and Radiology orders
ICD-10 implementation
Server virtualization and install of new
Storage Area Network (SAN)
Application Upgrades:
– Operating Room Scheduling Office
System (ORSOS)
– Picture Archiving and Communications
System (PACS)
– Soarian Clinicals
– Cerner Pharmacy
– Cerner Critical Care
/ 14 / 2015 Annual Report
17. Team Members
Ron Allain
Lance Ayers
Maria Ayik
Dennis Baldwin
Irene Berner
Charly Busky
Ahn Chan
Ben Cohen
Frank Connor
Vijay Dunnala
Scott Edmonds
Linda Egan
Dick Erspammer
Amy Forbes
John Goracy
Kelly Halley
Tom Harris
John Hersey
Venkat Kanneganti
Forest Knestrick
Bette Lapoint
Nigel Lewis
Sarah Micciche
Angie Mietkiewicz
Joe Molnar
Ted Mui
Jeannie Novick
Todd Palmaccio
Irene Payne
James Phetteplace
Ray Pinto
Gomathi Ponnuvelu
Beth Powell
Kuldeep Rana
Kim Reitter
Patricia Richardson
Juan Romero
Ohenese Saki
Satish Sankura
Mark Taricco
Dave West
APPLICATIONS
WHAT THIS TEAM DOES
Supports and maintains the
current clinical, financial, human
resources and administrative
systems for UMass Memorial
Health Care.
Key Accomplishments
Laboratory and Radiology order
integration for ED PulseCheck
system
Migration of interfaces to the new
integration engine
ICD-10 Implementation
Social Security Number remediation
Implemented Allscripts PreNatal
system
Applications
UMass Memorial Information Services / 15 /
18. PROCESS
IMPROVEMENT
WHAT THIS TEAM DOES
Responsible for improving
the quality and efficiency of
Information Services' processes
through customer-centered
process design, utilization of
the idea systems, and Lean
deployment
Process Improvement
Key Accomplishments
IS beat stretch goal for number of ideas
implemented by 70%
Re-engerized IS idea boards and added 14 new
idea boards for an increase of 350%+
46% of the IS department achieved white belt
certification and 13% achieved yellow belt certification
UMMHC CEO selected IS Training Team and the
Project Management Office (PMO) as Sweet
16 finalists
Created improvement journey Passports for each
IS employee to improve alignment with UMMHC
2020 Vision
Established the Desktop Team as one of UMMHC's
three pilot "Model Cells" to trial the "Shingo Model"
improvement methodology
Certified in 2015
Michael Adams
Maria Ayik
Mohamed Azeez
Dan Baker
Michael Beauregard
Regina Behan Lemire
Andrew Belseth
Kim Bergin
Eric Bernard
Anne Bianchin
Eileen Billings
James Blair
Michael Bosselman
Bruce Bouthsarath
Cheryl Brennan
Caroline Brooks
Charles Busky
Richard Bylund
Marina Cabezas
Vanessa Calabrese
Dawn Canterbury
David Chase
Patrick Chase
Kerie Choiniere
Peter Chunis
Adam Cohen
Dave Cormier
Matt Corridori
Mark Crump
Darcy Del Dotto
Lori Desautel
Margy Diaz
Rebecca Dineen
/ 16 / 2015 Annual Report
19. IS Ideas Implemented FY14-FY15
329
53
Belt Certifications at All Levels for
FY14 & FY15
WHITE
YELLOW
GREEN
NUMBER
OF IDEAS
26
112
13
39
0
3
FY14
FY15
Spencer Dinsmore
John Duci
Gina Dunn
Jim Dunstan
Linda Egan
Thomas Eglin
Mary Ellen Jurchak
Scott Emery
Annette Farley
Kristin Fitzpatrick
Noreen Flynn
Amy Forbes
Bruce Forman
Mary Garabedian
Tia-Marie Glennon
Jose Gonzalez-Blosser
Tara Gordon
Doreen Grabauskas
Kelly Greene
Lisa Grigaitis
Halina Gucwa
Halina Gwozdz
Lisa Harris
Sue Hebert
Wade Herrick
Micaela Hersee
John Hersey
Peter Hogan
Neal Kalra
Eileen Kelly
Shinae Kim
Russell Kimball
Joette Kriynovich
Victor Kruczynski
Nik LaGares
Sue Letscher
Dana Locke
Barbara Londergan
Bill Luman
Laura Lysaght
Deborah MacDuff
Michelle Macwalter
Catherine Mak
Mark Manseau
Scott McAdams
Aaron McGaffey
Meredith McInnes
Angela Mietkiewicz
Joseph Mungo
Scott Nelson
Daniel Netto
Jean Novick
Samantha O’Connor
Carl Osorio
Robin Pacheco
Joan Parker
Irene Payne
Tina Petras
Jonathan Pinault
Krisha Podkowka
Gomathi Ponnuvelu
David Pratt
Jane Prouty
Susan Demers
Darlene Rhodes
Dina Rich
Pat Richardson
Julie Rivers
Juan Romero
Robert Seamans
Guilherme Siqueira
Robin Sodano
Brian Sowell
Laurie Spencer
Patrick St. Jean
Paula Stoever
Susie Sutherland
Mark Taricco
Tim Tarnowski
Sandy Taubert
Cara Ting
Nancy Tivnan
Kelly Tolson
Sean Trapp
Robert Tremblay
Elizabeth Trumble
Barbara Tully
Eric Vadeboncoeur
Maureen Villars
David West
William Zalewski
Robin Ziko
George Zina
UMass Memorial Information Services / 17 /
20. A LOOK AHEAD
TO 2016
MISSION
To support the best patient care
in Central New England through
high-quality technology solutions
and services.
VISION
Information Services will be known
as a committed and collaborative
partner continually improving
our technology, process, and
people through a culture of caring,
quality services, innovation and
excellence.
OUR VALUES
Working together
Engaging our community
In 2016, we will build upon the significant momentum we established last year.
We will work hard to put the patient at the center of our work and improve our
computing environment for our caregivers. Our IS Strategic Plan includes the
following goals and objectives:
Talent Management: Finalize the recruitment of our
teams, achieve required training certifications and
expand our internal staff development programs.
Create staff and leadership development opportunities
by leveraging our work on the IS Strategic Plan and
improvement initiatives.
Process Improvement: Establish an IS-balanced
scorecard to monitor and improve key performance
indicators. Grow our improvement and learning
capabilities, achieve 100 percent white belt
certifications, expand our use of advanced Lean
methods, evolve our Model Cell and exceed our annual
goal for number of ideas implemented per employee.
Partnership with UMMS: Continue to strengthen
our partnership with University of Massachusetts
Medical School, document and improve current-state
processes in support of research, advance our thinking
on UMMHC as a learning laboratory for research and
improvement and partner to design our future-state
academic electronic medical record capabilities.
IS Service Management: Document and improve
current-state processes in pursuit of world-class IS
service delivery. Work with our customers to establish
and monitor key performance indicators. Improve
system availability for our critical legacy systems and
reduce the number of critical events.
Epic: Stabilize the newly formed, multi-disciplinary
Epic team and strengthen our partnership with our
vendor partner, Epic. Design and build the Epic clinical
and revenue cycle system for all UMMHC entities.
Prepare the Epic system for integration testing.
Work with Entity Leaders to expand organizational
transformation responsibilities to UMMHC frontline
managers and leaders.
Infrastructure: Continue to improve the stablization of
the current infrastructure. Design and architect a world-
class infrastructure for all UMMHC entities. Build all
infrastructure components in preparation for the 2017
Epic go-live. Develop, publish and maintain infrastructure
standards and strategies for all UMMHC entities.
Communication
Accountability
Respect
Excellence
!ntegrity
Initiating the transformation of our IS Services in 2015 has prepared us for the exciting
and challenging work ahead. Key milestones for the Epic Project are included in the
Exhibits. Our team is very thankful to be part of this transformation and looks forward
to becoming a strategic enabler for UMMHC’s 2020 Vision.
/ 18 / 2015 Annual Report
22. Patient Care Research & Education
UMASS
MEMORIAL
HEALTH
CARE
UMASS
MEDICAL
SCHOOL
Partnership of IS Support
Partnership of IS Support
Health system as learning lab for research and improvement (quality, efficiency, cost)
Bring data, information and resources together to improve research, education and patient care
Send data to UMMS Clinical Data Repository
Enable clinical and translational science
Academic Electronic Medical Record
Information Services support and security
UMMS/UMMHC Partnership – Create an Enabling Culture of Ownership
Partner with UMMS to build an IT system that integrates all available clinical data, is fast, dependable and
easy to use from a secure mobile platform.
EXHIBITS
/ 20 / 2015 Annual Report
23. UMMHC IS Strategic Plan Scope
Single Record for:
Patient
Provider
Employee
Financial
UMASS MEMORIAL
HEALTHCARE
UMMHC
AFFILIATES
UMass Community Hospitals
Clinton Marlborough HealthAlliance
UMass Memorial Medical Center
University Memorial Queen St. Hahnemann
UMass Memorial Medical Center
Facility-Based Office-Based
Community
Healthlink
EMS HealthAlliance
Cancer Center
Accountable
Care
Organization
Health Alliance
Home Care & Hospice
ASC & Urgent Care Life Flight
Health Alliance
Amb. Surg. Ctr.
Managed Care
Network
Quest Lab
Community
Physicians
Shields MRI
Amb. Surg.
Ctr.
Hospice LT Care
Shields
Pharmacy
CVS Home Care
Fairlawn Rehab.
Hosp.
Foundation
Health Plus
Labs
Health Systems
Retail
Hospitals
Clinics
Pt Homes
Ac. Med. Ctrs.
Urgent Care
Employees
Amb. Surg. Ctrs
Regulators
Community
Physicians
Community
Health Centers
UMMHC IT Strategy Scope
Data Exchange (HIE, Pop Health) - All
UMass Memorial Information Services / 21 /
24. External
HIE
Home Devices
IS Strategic Plan Scope: UMMHC’s Full Continuum of Care
Advanced Integration Platforms
Information Technology Infrastructure
Research & Education: Inst. Review Board, CTMS, Registries, Cohort Mgt. CME, Residents, Educ. EMR
ACO/Pop. Health/Clinical & Business Intelligence/Analytics
Portals: Patient, Physician, Employee, Admin./Board and Member
Internal
Application
Software & Biomed
Devices
Clinical Data
Warehouse
Medical School Storage
Data Center I.T. Security Voice Network Perf. Mon. Tools
Servers
Disaster Recovery
Single Sign On
Data Network
Wide Area Network
Wireless Network
Devices
Mobile
Inf. Mgt Tools
Collaboration Tools
Service Desk
Critical Care
Transport
EMS
Life Flight
Patient Access
Registration
Scheduling
Ent. Pt. ID
Eligibility
Authorization
Referral Mgt.
Enrollment
Insurance
Home Care Personal Health
Records
Affiliates
Med. Center
Hospitals
Clinics
Services
Urgent Care
Amb. Surg. Ctr
UMMHC
Med. Center
Hospitals
Clinics
Services
Urgent Care
Amb. Surg. Ctr
UMMHC
Telemedicine
ICU
Stroke
Radiology
Non-UMMHC
Med. Center
Hospitals
Clinics
Services
Urgent Care
Amb. Surg. Ctr
Rehab.
Home Devices
LT Care
Vitals – Wearable
TechnologySub-Acute
Hospice
Retail Sites
Therapy
Glucometer
Skilled Nsg.
Patient Care Patient Care Post Acute Care Patient’s HomeAdmin. & Support
Env. Svces.
Food & Nutr.
Infect. Prev.
Biomed Equip.
Supply Chain
Transport
Case Mgt.
Quality
Marketing
HR
Education
Facilities
Security
HIM/MR
Credentialing
Strategy
Etc.
Legal
Compliance
Audit
Document Imaging
Development
Finance
Payroll
Hosp. Billing
Phys. Billing
Rev. Cycle
Accts. Rec.
Cost Acctg.
Contracting
Pricing
Procurement
Etc.
ENTITY UMMHC IS SCOPE DATA SCOPE
UMMHC FULL FULL
UMMS NONE PARTIAL
AFFILIATES PARTIAL PARTIAL
NON-UMMHC NONE PARTIAL
/ 22 / 2015 Annual Report
25. Enterprise Level Health Care
IS Leadership Roles
Updated 2/2/16
Eric Dickson, MD
President & CEO
Steve Tosi, MD
Chief Physician Exec. &
Pres. UMMMG
Sergio Melgar
EVP & CFO
Tim Tarnowski
SVP & CIO
Penny Iannelli
Sr. PI Specialist (CITC)
Tom Eglin
IS Strategy Development –
UMMS
Robin Sodano
VP IS Business Operations
Eric Alper, MD
VP & Chief Clinical
Informatics Officer
Cliff Hohban
AVP Epic
Pat Richardson
Director Applications
Dan Bruckner
AVP Infrastructure
Bruce Forman
Chief Information Security Officer
Chuck Krupa
Director IS (HA)
Renee Broadbent
AVP Pop. Health IS
Bob Dullea
Corp. VP, CIO, Facilities,
Support Services (HA)
John Greenwood
ACO President, UMMMG CFO
UMMHC Parent Board
IS Committee of Board Board Committees
• Audit
• Compliance
• FinanceIS Strategic Plan
Clinical Informatics Clinical EpicPhysician Advisory Council Financial Epic
Infrastructure
& Security
IS Operations
Committee (Non-Epic) Epic Ex. St. CommitteeIS for ACO
UMass Medical
School ITC
Reliability & Speed Usability & Interoperability Usability & InteroperabilityUsability & Interoperability Research & Education
UMMHC IS Governance Model
Updated 2/2/16
Existing Future IS Focus Area
UMass Memorial Information Services / 23 /
26. Epic Project Implementation Timeline
Major Milestones Phase 1
2015 2016 2017
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
Dedicated Epic Team
Oct/Nov 2015
Subject Matter Experts
Jan-2016
Stabilize Optimization
Design, Build, Validate Integration Testing Cycles
v.2015
Installed
Sign
Contract
WorkflowBuildDone
TestIssuesFixed
Content
Done
Phase 1
Go-Live
1/1
Plan Done
Begin Design
3/1
Design Done
Begin Build
& Workflow
Adoption
9/2
Build &
Workflow
Adoption Done
Begin Testing
12/1
Infrastructure
Ready
3/31
Testing
Done
Begin
User
Training
5/1 7/1
User
Training
Done
Begin
Activation
10/1
Phase 1 Done
Transition
to Support &
Optimization
3/31 7/11/13
Phase 1: UMMMC, UMMMG, Clinton, Marlborough, Academic EMR, UMMS CDR Interface, ACO Modules
Soarian Exit Strategy
Selection
Project Plan Development
Completed on Schedule
/ 24 / 2015 Annual Report
