This week, we'd like to discuss the activities of our Community Relations Facilitator, Ormella Cummings, Ph.D., and provide feedback on some of the issues she has discussed in the surrounding area. Since joining our organization on Sept. 13, 2004, she has held more than 160 meetings in 14 counties. She has averaged eight visits per week, with mayors, business leaders, schools and various NMMC sites. Overall, the response to her visits has been good. The participants have expressed that they are pleased to have an outlet where they can share compliments and concerns about NMMC.

These meetings range from one-on-one sessions to small groups, but they all share several common themes, including:

BlueCross
Area residents tell us repeatedly "you need to get the agreement with Blue Cross-Blue Shield settled." NMMC and BlueCross representatives have begun the mediation process. The initial mediation session was held on March 8. Progress on this matter will be reported as information becomes available.

Billing
"The billing process is hard to understand and confusing." We are working with a company that specializes in patient-friendly bills. The new bills made their debut in April. Our goal is to offer a patient statement that is much easier to read and understand. The new statements are much more informative than the previous statements. Each statement will include more information and will clearly identify who and where to call for additional information as well as e-mail addresses and postal addresses for correspondence.
The back of the statement will list payment options. Government and insurer requirements make health care billing seem complicated, but we are dedicated to improving this process.

ER
"Improve wait time in the ER." We have added additional nurses and increased physician coverage in order to expedite the care provided in NMMC-Tupelo's Emergency Department. Additionally, our new leadership team is monitoring all work flow processes to ensure that our service to you is continually improving.

Patient satisfaction
"Overall quality of care is good." Based on our patient satisfaction surveys and the feedback we've received, our patients are pleased with the level of care that we provide to them and their families. They also recognize our commitment to improving all that we do.

Feedback
"Listen more to the community." Part of our community commitment is to identify ways to hear our
communities' needs. NMMC offers a toll-free hotline staffed with community advocates to respond to
concerns, questions or compliments. Callers are encouraged to call 1-800-453-7533, Monday through Friday, 8 a.m. to 4:30 p.m. You may also contact us via e-mail by logging onto our Website at www.nmhs.net/contact_us.

Thank you for the opportunity to serve your health care needs. If you are interested in scheduling an appointment with the community relations facilitator or another NMMC representative, we invite you to call 1-800-453-7533.

May 8, 2005