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Mercy Physician Answering Service

LIVE OPERATORS Mercy Medical Center maintains a 24/7 staff of PBX operators, providing appropriate staffing levels to ensure responsive answering of incoming calls. All operators are trained to provide courteous service to all callers. New operators receive extensive training before they work independently. ON-CALL SCHEDULES The AMTELCO system allows us to maintain a current on-call list with the ability to make immediate changes according to the needs of each physician. Clients can maintain their oncall schedule through the internet. INDIVIDUALIZED CLIENT PROTOCOLS Since we can identify where a forwarded phone call is coming from, the Infinity system allows us to “pop up” a unique instruction screen for each answering service client. The instructions for handling that client’s calls can be tailored to the needs of the physician and their practice. PAGING AND CELL TEXT SERVICES Physicians are paged/texted/emailed according to the instructions provided by the client. These instructions are presented to the operator automatically as a call is received for that answering service client. Physicians can be paged on numeric or alpha pagers or cell phones. Physicians using alpha page or cell text can receive information related to the patient and their problem before calling in. PAGER RENTALS USA Mobility pagers may be rented through this service. There is no mark up in pricing. By providing this “pass through” service, we are able to offer exchange pagers to facilitate quick exchanges for defective pagers. We maintain spare pagers to assist physicians with “no hassle” pager exchanges. DAILY FAXING/EMAILING On a daily basis (7 days a week), the messages for each physician office can be faxed or e-mailed automatically to a designated fax number or e-mail address. REMOTE RECEPTION SERVICE This service allows us to answer the client’s “overflow” calls when the office phone lines are busy. Upon completion of the call, the message is immediately faxed to the client’s office. WEB ACCESS TO MESSAGES The client can access their daily messages via the internet. They can determine how many days of messages are maintained before they are archived. PERSONALIZED GREETING The AMTECO Infinity system allows each client to have a personalized greeting. This greeting can provide the caller with office hours, emergency instructions or other relevant information. This greeting may be re-recorded at any time to reflect changes. DOCUMENTATION All pages and messages are documented in a database that is archived daily. All archived messages and pages are searchable and retrievable for any inquiries. FEES The fee structure is based on messages taken and other services provided. A separate options and pricing sheet is provided. PHYSICIAN ANSWERING SERVICES OFFERED 24 x 7 Live operator answering On-call schedule maintenance Individualized client instructions Physician paging services, alpha or numeric pagers, cell text Pager rental and exchanges (USA Mobility Paging) Daily or ad hoc faxing or emailing of patient messages Remote Reception Service Personalized greetings for each physician office Extensive documentation Cost competitive fee structure You are cordially invited to visit Mercy Medical Center’s Telecommunications Department. Located in the basement, near Medical Records to see our AMTELCO Infinity PBX System in action. For further information please contact: Woody Adamson, Director 330-489-1220 Natalie Tillman, Coordinator Debra Cooksey, Coordinator 330-489-1000

Quality Standards

Qualitystandards-graphic2 Breast Cancer The Mercy Cancer Center takes great pride in the care we deliver. To monitor the quality of that care, we track specific quality measures and compare them to benchmark measures. We think consumers have the right to know this information so you can draw your own conclusions regarding your health care choices. Quality data can be confusing so Mercy Cancer Center is taking the initiative to publish this information in an understandable format. We invite you to review this information and please call us if you have questions. We are committed to providing the very highest quality cancer care. Breast cancer quality data is the first to be published. Please refer back to our web site in the coming months to see quality data for other cancer diagnoses. Breast Cancer Quality Data Mammography MQSA Certification 5-Year Breast Cancer Survival Rate Percentage of Early Stage Breast Cancer Minimally Invasive Breast Biopsy Breast Conservation Surgery Radiation Treatment with Breast Conservation Surgery Mammography MQSA Certification When you have a mammogram, you want to be confident that your healthcare facility is certified and meets the highest standards for personnel qualifications, equipment, radiation dose, quality assurance programs, recordkeeping and reporting. Congress enacted the Mammography Quality Standards Act (MQSA) to ensure women have access to quality mammography services. To become MQSA certified, mammography facilities must employ only registered mammography technologists and undergo a thorough annual inspection conducted by federally trained and certified State surveyors who review over 50 quality indicators. Mercy National % Annual Inspections with No MQSA Violations 100%* 76.4% 100% at all Mercy locations: Main Campus, North Canton, Jackson, Louisville, Carrollton 5-Year Breast Cancer Survival Rate Overall survival from breast cancer is the most important goal. Survival is tied to the stage of the disease at the time of diagnosis. Five-year survival rate (the percentage of women who are still alive five years after diagnosis) is the standard measurement that is used to express the outlook for your disease. The cancer stage - noted as a number from 0 to IV - is based on the size of the tumor and whether the cancer has spread to the lymph nodes. The lower the number, the less disease. It is important to remember that these survival rates are based on averages. Some women with advanced breast cancer live significantly longer than seven years and researchers are constantly developing new treatment alternatives to prolong breast cancer survival. Mercy National Combined Stage 0-II 87.4% 87.1% Combined Stage III-IV 40.9% 42.9% Combined All Stages 82.7% 82.3% Source: CIRF Cancer Registry Reported to National Cancer Database Percentage of Early Stage Breast Cancer Because disease stage at diagnosis significantly influences survival, it is critical to diagnose breast cancers as early as possible. Mercy Cancer Center tracks the percentage of breast cancers diagnosed at Stage 0 through II which offer women the greatest advantage of long-term survival. Mercy National % of Breast Cancers Diagnosed at Stage 0-II 91.4% 83.2% Source: CIRF Cancer Registry Reported to National Cancer Database Minimally Invasive Breast Biopsy Minimally invasive breast biopsy involves taking a core of breast tissue rather than performing an incision to remove a breast tissue sample. Research shows that conventional surgical biopsies present certain disadvantages including prolonged time to diagnosis, breast scarring, increased pain for the patient and substantially higher costs than the minimally invasive options. It is important to note that not all breast lesions can be biopsied by minimally invasive techniques, but it is a biopsy technique that should be considered when appropriate. Mercy National % of Minimally Invasive Breast Biopsies 75.6% 65% Source: CIRF Cancer Registry Reported to National Cancer Database Breast Conservation Surgery The National Institutes of Health has recommended breast conservation surgery (lumpectomy) rather than mastectomy for the majority of women with early stage, invasive breast cancer. Lumpectomy decreases the potential for adverse effects from surgery and minimizes physical alterations. More importantly, studies have proven that long-term survival is no different. Despite these facts, some women still opt for mastectomy. Mercy National % Breast Conservation Surgery 65.8% 65% Source: CIRF Cancer Registry and Oncology Roundtable Survey Radiation Treatment with Breast Conservation Surgery The purpose of breast conservation therapy is to give women the same cure rate they would have if they were treated with a mastectomy but to leave the breast intact, with an appearance and texture as close as possible to what they had before treatment. Breast conservation surgery (lumpectomy) is almost always followed by radiation therapy. The purpose of the radiation treatment is to decrease the recurrence of breast cancer in the remaining breast tissue. Years of clinical study have proven that breast conservation therapy offers the same cure rate as mastectomy. Mercy National % Patients with Breast Conserving Surgery that Received Radiation 93.4% 85.0% Source: CIRF Cancer Registry and NCCN 9th Annual Conference Other Measures of Quality The mark of excellence can also be defined by other important quality indicators that are not demonstrated through statistics. Mercy Cancer Center is committed to excellence in cancer care as evidenced by: Three-year accreditation with accommodation as a Comprehensive Community Hospital Cancer Center by the American College of Surgeons’ Commission on Cancer Timely and accurate submission of all patient data to the National Cancer Data Base Accreditation of Stereotactic Breast Biopsy Services by the American College of Radiology Bi-weekly multidisciplinary Breast Cancer Conferences Weekly multidisciplinary Tumor Conferences Mercy Medical Center Medical Staff comprised of 94% Board Certified Physicians

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Russell C. Smith M.D.

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Mercy Physician Answering Service

Quality Standards