1. Town Hall Meeting
Series 23
May 2012

2. Acknowledge
Introduce
Duration
Explain
Thank 2

3. Town Hall Agenda
1. GHS 360 News
2. Vision, Mission, and Values
3. FY 2012 System Goals Update
1. People
2. Service
3. Quality
4. Growth
5. Finance
6. Academics
4. A Different Way to View the World (cont’d from February)
5. Campus Updates
6. Questions, Surveys and Wrap-Up

4. Who We Are
Our Vision
Transform health care for the benefit of the people
and communities we serve.
Our Mission
Heal compassionately. Teach innovatively.
Improve constantly.

5. Why transform health
care?
• We believe there is a better way…
– To care for and serve our patients and
families
– To bring more value to health care
• And in turn, keep businesses in and attract them to
the Upstate.
– To create a healthier upstate
5

6. What We Stand For
GHS Values
Our core values are compassion, respect,
caring, honesty, integrity, and trust. We live
our values through open communication,
forward thinking, creativity, continually striving to
improve, responsiveness, a willingness to
change, education, research, and clinical quality.
We’ve been evaluating the current Values Statement and
considering opportunities to modify/revise.

7. GHS Values Statement
…Review Process
• Impetus: New Vision and Mission Statements
– How well does the current Values Statement connect
with the revised Vision and Mission Statements?
• Leadership Team Feedback (June 2011)
• Too long
• Some aspects are redundant
• Hard to personally connect with the statement
• Recommendation: Explore modifications
• Leadership Team Input. (September 2011)
• What do we currently value?
• What do we want to value? 7

8. Top Ranking Values
Concepts
What do we want to value?
• Integrity • Transparency
• Compassion • Patient-
• Respect Centeredness
• Accountability • Trust
• Innovation • Diversity
• Quality • Interdisciplinary
• Authentic Collaboration /
Communication Teamwork
*These concepts were mentioned most frequently by leadership and 8
were ranked as most important.

9. GHS Values Statement
…Review Process (cont’d)
• Analysis of input, research, and draft
language prepared by Marketing and
Communications Staff (Fall 2011 / Winter 2012)
– Multiple options presented
• Small group review (Spring 2012)
– Jerry Youkey, MD, Greg Rusnak, Michelle Taylor-
Smith, Malcolm Isley, Howell Clyborne, Tod Tappert
– Assignment: Using all the input from previous steps,
recommend a new values statement.
9

10. Proposed Values
Statement
GHS Values Statement
Together, we serve with integrity,
openness, respect and trust.
10

11. Small Group Discussion
(Use Survey Question 4.3 to record your ideas.)
Vision Statement Tell Us What You Think
Transform health care for the
benefit of the people and 1. How well does the
communities we serve.
proposed values
Mission Statement
statement connect to
Heal compassionately. Teach our vision and
innovatively. Improve constantly. mission and reflect
the type of
Values Statement organization we want
Together, we serve with GHS to be?
integrity, openness, respect 2. Is anything missing?
and trust.
If yes, what?

12. Next Steps…
GHS Values Statement
• Review feedback and consider possible
revisions based on management and staff
comments/suggestions
• Present final recommended values statement to
the Board of Trustees for discussion/action.
• Report back to staff
12

13. What’s Working Well?
GHS Law Enforcement Services)
• A seven-year transformation led by Shawn Reilly, GHS
Chief of Police.
• 2010 and 2011
– GHS was named in Security magazine’s 500 Top
Security Organizations
• 2012
– GHS ranks #10 on the list of Top 75 Safest Hospitals in
the US
– The International Association of Hospital Security and
Safety has recognized GHS as a Security Program of
Distinction
• Only two hospital systems and 17 hospitals with this
status in North America.

14. What’s Working Well?
2012 March for Babies
• Congratulations to Team GHS
– Top fund-raising team in Greenville County!
– Raised $80,000 ($10,000 more than last year)!
– Team GHS has raised more than
$400,000 since 2007!
• March for Babies is close to the
hearts of many at GHS and consistent
with our role as a leading health
resource for women and children
in the Upstate.
14

15. FY 2012 Goals Update
15

16. Total Health
sets the tone…
GHS Total Health Philosophy
The GHS Total Health philosophy is central to our
approach to health care delivery, work force development
and medical education. We value interdisciplinary
collaboration throughout a highly integrated delivery
structure using patient-centered, standardized, and
evidence-based practices with reportable quality and
financial outcomes.
GHS Pillars of Excellence
People Service Quality Growth Finance Academics

17. We work to transform health
care.
Measured By FY 2012 YTD
Target Results
Employee 4.28 4.29
Commitment 85th
Index %-tile
Employees
Completing 75% 78.3%
Health Risk
Assessment 2

18. Employee Opinion
Survey - 2012 Results
Highlights
18

19. Employee Participation
Administration Period: March 2012
Administration Mode: Online Survey
Historical
Response
10,356 100%
Rate Trend
Employees
7,048 7,894 7,842 8,067
Invited 80%
80% 81% 79% 78%
60%
8,067
Employees
40%
Responded
20%
0%
2009 2010 2011 2012
19

20. Improvements in
All Domain Scores
2 2 2 2
0 0 0 0 20
1 1 1 1
2 2 2 2

21. Key Findings
Accomplishments Opportunities
 Workforce commitment  Just one item was below NHC
continues to score significantly Average – “I am satisfied with my
(+.13) above National benefits.”
Healthcare (NHC) Average (Note: This was also the most
improved item compared to the
 Strongest aspect of commitment
2011 survey.)
is “I would recommend this
organization as a good place to  Lowest performing item is “My
work.” work unit is adequately
staffed.”
• Over 100 more Tier I work
(Note: This item was .15 above the
groups compared to 2011.
National Healthcare Average.)
• Highest performing item is
“The person I report to cares
about my job satisfaction.”
 No items declined compared to 21
2011.

22. Improved Overall
Workforce Commitment*
Performance Difference:
2012 Workforce
Greenville National 2011 2010 Commitment
Hospital Healthcare GHS GHS Percentile
System Average Ranking
4.29 +.13 +.08 .00 85th
Note – In this presentation GREEN/ RED notes a statistically significant difference.
•National Healthcare Average +/- .03
•Greenville Hospital System 2010 +/- .03 *This is the one of GHS System measurements
for our People Goal.
•Greenville Hospital System 2009 +/- .03
22

23. Workforce Commitment
by Facility
CI Score 2010
4.50 CI Score 2011
CI Score 2012
99th 99th
%tile 97th %tile
%tile 99th 98th
94th %tile %tile
%tile 94th
91st 90th
4.25 %tile 85th %tile 85th
77th %tile 79th %tile
%tile 78th
72nd %tile %tile %tile
%tile 63rd
%tile
40th
34th %tile
4.00 %tile
3.75
3.50
GHS Overall Corporate Services Greenville Memorial Greer Memorial Hillcrest Marshall Pickens
23

24. Workforce Commitment
by Facility (continued)
CI Score 2010
4.50
CI Score 2011
99th
%tile CI Score 2012
98th 92nd
92nd 90th
%tile 94th 93rd %tile 95th
%tile %tile
4.25 %tile %tile %tile
84th
72nd 74th %tile
64th 72nd
%tile
%tile %tile %tile
42nd
%tile 41st
4.00 %tile
24th
%tile
14th
%tile
3.75
1st
%tile
3.50
North Greenville Patewood Roger C. Peace The Children’s Hospital The Cottages at University Medical
Brushy Creek Group24

25. Work Units Results
(Tiers 1, 2 and 3)
25

26. Morehead’s Tier
Classifications
High Survey Scores: Typical Expectations:
minimal action planning Maintain Tier 1 status, assist
activities Tier 3 and Tier 2 managers
with action planning best
practices
Average Survey Scores: Typical Expectations: Achieve
action planning activities Tier 1 status through action plan
typically required development/implementation –
at least one work unit initiative.
Typical Expectations: Achieve
Low Survey Scores: Tier 2 status through action plan
significant action development/implementation –
planning activities at least two work unit initiatives,
and participating in Mentor
Program.
26

27. Tier Results
Historical
60% Tier Movement
54%
40% 46%
40% 39%
36%
34%
20%
21%
18%
12%
107 WU 123 WU 76 WU 217 WU 235 WU 211 WU 276 WU 230 WU 333 WU
0%
Tier 3 Tier 2 Tier 1
2010 2011 2012
Tier 1 = Power Items Score™ ≥ 4.15
Tier 2 = Power Items Score™ ≥ 3.80 and < 4.15
Tier 3 = Power Items Score™ < 3.80
27

28. GHS Employee Survey Results
Six-Year Trend
100
99th
80 91st
85th
72nd
60
62nd
40
20
16th
0
2006/7 2008 2009 2010 2011 2012
Press Ganey Percentile Ranking
28

29. What’s Next?
• Managers will analyze results.
– Late April/Early May
• Department-specific survey results will be
reviewed with work teams.
– May/June
• Action Planning will take place
– Action plans to be developed by late June.
29

30. Patients and families are the
focus of everything we do.
Measured by:
HCAHPS Domains*
(4 of 8 Domains above 75th Percentile)
Press Ganey Overall Mean Scores**
FY 2011 YTD
Targets Results
*Inpatient 4 or more 6 2
Top Quartile
**Ambulatory 93.5 92.8
Surgery Top Quartile
**Emergency 86.2
60th %-tile
83.2 1
Services.

31. We provide right care at the
right time and in the right
place.
Measured By Targets YTD Results
CMS Clinical 98.0% 99.0%
Value Based 75th %-tile
Purchasing
Compliance
Patient Safety 68.2% Not yet
Culture 75th %-tile available.
Survey
Hand 90% 92.6% 2
Hygiene (Year Three)

32. We develop our System to
meet the needs of our
communities.
Measured By Annual YTD YTD
Target Target Results
MD 360 Visits 36,980 17,061 19,014
Community 50 --- 37
Care (High Risk (50 total
Enrollees) enrollees in
Coordination FY’12)
Program
Through March 2012 2

33. We responsibly direct our
resources to support our
mission.
Measured by:
Operating Margin
Annual YTD YTD
Target Target Results
2.5% 2.8% 0.1%
($36.8 M)
Through March 2012

34. We educate to transform
health care.
Measured by:
Implementation of strategic initiatives that
advance our Academic Health System model.
Target:
Matriculate the first class of the USC School
of Medicine - Greenville.
YTD RESULTS:
• 1,444 applications received
• 276 interviews conducted
• 66 acceptance offers
Through April 10, 2012

35. A Different Way to View
the World
35

36. Four Ways of Being in the World
As Me Through Me
Co-Creator
-I cooperate with what wants to
O happen.
N -Allowing / Flow
-Appreciation, Wonder, Awe
Purpose and love E
-Forgiveness
N
- Wisdom
E Questions: What is seeking to
S emerge? What wants to
S happen in and through me?
Non-Attachment
SURRENDER Non-Judgment
R Non-Resistance
To Me E
By Me
S
Victim – Villain - Hero P Creator –Challenger -Coach
- I am at the effect of… O -I take healthy responsibility
- I should… / You should… N - I choose to….
S -Integrity
-Blaming and Complaining -Curiosity
I
-Façade / Concealing -Creativity Shifting
B
-Resistance -Candor / Revealing
I through:
-Gossip -Authentic Feelings
L - Awareness
Questions: Why me? I Questions: What can I learn -Presence
Who’s fault is it? T from this? How am I creating - Consciousness
Y this?
COMMITMENTS

37. Shifts to Authentic Community
Pseudo Team Authentic Team Gateways
From To Through
Complaining Healthy Responsibility
Concealing Revealing Truth and Openness
Facade Authentic Feelings Commitment
Entitlement Appreciation Accountability
Conflict Creativity Vulnerability
Defensiveness Curiosity Discomfort
Control Participation Fear
Knowledge Wisdom Risk of Betrayal
Risk of Embarrassment
Rules Compassion
Being Right Being Present

38. Campus President’s
Update
AGENDA
• What’s working well on campus?
• Campus-level results related to System goals
including Employee Survey results.
• Other Campus highlights.
38

39. Questions and
Town Hall Surveys
Please complete the Town Hall
Surveys.
39