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Joanne's Journal - Thursday, October 26, 2017

Joanne's Journal - Thursday, October 26, 2017

Dear Colleagues,

Today, we are talking about mission, vision, and values for Dartmouth-Hitchcock. Below is a draft of a new graphic that displays it. These should be inspiring words that clearly and concisely convey the purpose, direction and driving forces of an organization. Employees gain a sense of pride in working as part of an organization that stands for something and are united by a common sense of purpose.

Dartmouth-Hitchcock Mission, Vision, Values graphic

Why do they matter?

Mission, vision and values statements are crucial to communicating the “who, what and why” for an organization to management, employees and – in the case for health care organizations – to patients and their families.  

Great mission statements have three parts:

  • A Cause
  • An Action
  • A Result

Here are some examples of mission statements of other organizations that I find to be compelling:

Patagonia: "Build the best product, cause no unnecessary harm, use business to inspire and implement solutions to the environmental crisis.”

American Express: "We work hard every day to make American Express the world's most respected service brand.”

Charity: water: “We’re a nonprofit organization bringing clean, safe drinking water to people in developing countries.” (I think this happens to be a really great mission statement: it is simple, emotional and contains all three elements.)

Nike: "To bring inspiration and innovation to every athlete* in the world."  (You’re inspired to go buy some sneakers and use that gym membership now, aren’t you?)

mission statements graphic

I found this graphic, to the right, from that shows the difference between a good mission statement and a bad one.

Dartmouth Hitchcock’s mission statement is:

We advance health through research, education, clinical practice and community partnerships, providing each person the best care, in the right place, at the right time, every time."

I personally am impressed by this mission statement that was approved by the Board of Trustees in 2007. Dartmouth-Hitchcock was focused on delivering value – high-quality, appropriate care at a lower cost – to patients at a time when most health care organizations were focused on high volume in a fee-for-service environment. D-H was far ahead of the rest of the country in this regard.

We are driven by an unwavering commitment to patients, a profound sense of place and the collegiality of a workforce of adventurous sprits. Our culture is char­acterized by our passion for clinical excellence and our commitment to our community. 

Our values drive the decision making and personal behavior of leaders and all of our employees and clinicians. Honor and respect each other; live with integrity; commit to each other; promote transparency; anchor our relationships in trust; value teamwork; steward our resources; and commit to our communities.

We will continue to reaffirm our mission, vision and value statements in the coming months. In fact, you’ll begin to see these statements displayed in conference rooms and certain areas around the organization. I would love to hear from you as well – how do you feel about our mission, vision and values statements? What do these words mean to you? Please send me your thoughts by replying to this email or sending a note to:

President and CEO Bruce King, right, with the Employee Wellness Committee

Affiliates in Action

New London Hospital Recognized in Forbes magazine for AHA Award

In September, New London Hospital was named in the 100th Anniversary issue of Forbes Magazine for receiving Gold Level Workplace recognition from the American Heart Association (AHA) for taking significant steps to build a culture of health in the workplace.

President and CEO Bruce King, right, with the Employee Wellness Committee.

Next Facebook Live with Dr. Joanne Conroy – Wed., December 13 at 4 pm

Dr. Conroy Facebook, live image and graphic

Above is a summary of the Facebook Live activity.

On Thurs., October 19, Dr. Conroy participated in the first in a series of Facebook Live sessions where she will address topics of interest to D-H employees, patients and the community. In this session, she shared her observations after her first two months at D-H, including what she hopes for the future for D-H staff, patients and for the health care of our region and beyond.

For those who were unable to tune in live, you can view an archived version on the D-H Facebook page. If you have a comment or question you would like to ask Dr. Conroy, please send a message to

The next Facebook Live with be on December 13 at 4 pm. And, as a reminder, for those who want to tune in, go to the D-H Facebook page at the above date and time. To comment on or share the video, you will need to have a personal Facebook profile, but you can view the D-H Facebook page even if you are not logged in. On that day, if you are logged into your Facebook account and already "like" the D-H page, you will likely see a notification that the session is live. Submit questions in advance to

2018 Safety Goals Point D-H toward Continued Improvement

Sam Casella, MD, MSc

Sam Casella, MD, MSc

Dartmouth-Hitchcock’s (D-H’s) focus on safety is paying off. Between 2015 and 2016, the number of serious safety events affecting patients decreased by 50 percent. In 2016 – 2017, D-H staff cut the rate of serious safety events in half again. Because of the complexity of modern medicine, an emphasis on creating a culture of safety has been a priority for health care organizations across the country.

Sam Casella, MD, MSc, associate chief quality officer and co-chair of the D-H Safety Committee, attributes that progress to the teams across D-H who are working together to continually improve health care and build a culture of safety. He outlines the 2018 Safety Goals, which started on July 1, 2017, and how D-H is positioned to further reduce the number of serious safety events that can affect patients and employees.

Read the full story here.

Patient Experience Moments: “I Haven’t Forgotten You”

Terry Jobin’s husband Roger Jobin, and her children Dan Wright, Tyler Jobin, Annie Jobin, Angie Jobin and Tiffany Jobin

Terry Jobin’s husband Roger Jobin, and her children Dan Wright, Tyler Jobin, Annie Jobin, Angie Jobin and Tiffany Jobin.

During the early afternoon of September 12, Roger Jobin, his sister-in-law and five of his 13 children were anxiously awaiting word about Roger’s wife, Terry, who was undergoing breast cancer surgery with Kari M. Rosenkranz, MD, the medical director of the Comprehensive Breast Program at the Dartmouth-Hitchcock Norris Cotton Cancer Center. They had just finished eating lunch at Dartmouth-Hitchcock Medical Center (DHMC) when suddenly they, and everyone around them, were told to immediately evacuate the hospital because of a Code Silver alert (which indicates there is an active shooter).

“We were nervous enough as it was with her being in the operating room, and then I was even more of a nervous wreck when they said we had to leave,” says Jobin, who lives in Guilford, Vermont. “We didn’t know what was happening.”

They were escorted to a parking lot and then to an area down by the main road, Hitchcock Loop Road. Within 25 minutes, DHMC staff and first responders brought water out to everyone and D-H Chief Nursing Officer Karen Clements RN, BSN, MSB, FACHE, came out to talk to the group. “I thought it was pretty amazing that they got water out to everybody that quickly. Then Karen came down and told us there was an incident inside and that she’d let us know when they had more information,” Jobin says.

Jobin asked Clements if she could provide him with news about his wife in the Operating Room (OR). She assured him that his wife was safe, and said she would try to get him some information. About 45 minutes later, Clements returned to check on the group and told Jobin that unfortunately she didn’t have any news about his wife yet, but added, “I haven’t forgotten you.”

Read the full story here.

12th Annual CHaD HERO Raises $843,000 and Counting

Overhead view of the crowd on the Dartmouth College Green.

The 12th annual Children’s Hospital at Dartmouth-Hitchcock (CHaD) HERO on Sunday, October 22, was a day of celebration and magic. Families and community members came together on the Dartmouth College Green to honor CHaD kids across our region through this multi-athletic event. HEROES of all ages and sizes participated in the 5K walk or a 1-mile family-fun run; a 5- or 7-mile hike; a 25- or 50-mile bike ride; and a 5K run or the half marathon.

Several D-H groups also represented the top fundraising teams including Molly’s Place HEROES, Champions Against Child Abuse, CHaD Champions and the Kid Cancer Crushers. So far, the event has raised $843,000 for CHaD and, with fundraising continuing into November, we may likely hit our goal of $850,000 for vital CHaD programs and services. Thanks goes out to the 2,800 HEROES and 550 volunteers who supercharged this incredible autumn day.

DHMC is Among the Greenest Hospitals in America

Dartmouth-Hitchcock Medical Center (DHMC) was named in Becker’s Hospital Review as one of the 60 greenest hospitals in America.

The annual review, published since 2013, notes that D-H “is committed to sustainability, energy efficiency, water conservation and safe waste disposal.”

“In 2013, the hospital recycled and diverted more than 1,001 tons of waste leading to around $464,000 in financial benefit,” according to Becker’s listing. “For the hospital's efforts to produce less waste and conduct environmentally preferable purchasing initiatives, Practice Greenhealth honored Dartmouth-Hitchcock with the Circles of Excellence Award and Greening the OR [Operating Room] Award in 2017. The hospital also encourages environmentalism in the community with its Call2Recycle program, for proper disposal of rechargeable batteries and cell phones.”

The hospitals featured on the Becker’s list embrace initiatives to reduce their environmental footprint in the community. Many featured hospitals have robust programs to lower energy consumption as well as promote "green" efforts across the institution. To compile this list, the Becker's editorial team considered nominations and conducted editorial research, looking at awards won from Practice Greenhealth, the U.S. Green Building Council, the American Society for Healthcare Engineering and the Environmental Protection Agency.

Puerto Rico Relief Efforts

New Hampshire State House receives water donations.

While news reports confirm that residents in Puerto Rico continue to struggle to recover after Hurricane Maria devastated much of the island, Dartmouth-Hitchcock continues to support relief efforts. D-H Concord employees and physicians recently collected donations as part of the New Hampshire State House efforts, and Pam Hofley, MD, medical director for D-H Manchester, personally collected more than $4,000 during her water bottle sale.

As a reminder, on Wednesday, November 1, and Thursday, November 2, at the times below, D-H staff in Lebanon can drop-off paper goods, canned food and other non-perishable food (types listed below) at a table display in front of the gift shop in the main corridor.

  • Wed., November 1: 7 to 9 am, 11 to 1 pm and 4 to 6 pm
  • Thurs., November 2: 7 to 9 am, 11 to 1 pm and 4 to 6 pm

Types of Donations Needed for Puerto Rico Aid

  • Hygiene Items
    • Toothpaste, toothbrushes
    • Shampoo
    • Soap
    • Diapers (adult and baby/child)
    • Toilet paper
  • Non-perishable Food
    • Rice
    • Beans
    • Canned meats (ex. Corned beef, Vienna sausages)
    • Canned juices
    • Can openers
    • Non-refrigerated dairy products (ex. Powdered milk)
    • Cereals