Baystate Health consistently ranks among the top hospitals and health systems in the country by providing quality, evidence-based care in a safe and patient-focused environment. In 2012, we made major strides in the area of quality and safety.


Baystate Health Earns Prestigious National Awards

Baystate Health was named among the 15 Top Health Systems in the country by Truven Healthcare Analytics based on superior quality and safety outcomes. Truven also named Baystate Medical Center a Top 100 hospital and a Top 50 cardiovascular hospital in the United States. To see a list of our major health system awards, see the Awards section.



Mark Tolosky Earns Massachusetts Hospital Association (MHA) Leadership Award

Baystate Health President and CEO Mark R. Tolosky, JD, FACHE received the prestigious 2012 William L. Lane Hospital Advocate Award from the Massachusetts Hospital Association in June for recognition of his “exceptional leadership.” The award recognizes the CEO’s outstanding efforts to advocate on behalf of his/her hospital, his/her passionate commitment to their institution’s mission, and the effects on the health care community, as well as to the individual’s innovative and positive leadership, extraordinary advocacy to achieve health care access, and high-quality, safe care.


Baystate Health President’s Quality Award

A team at Baystate Mary Lane Hospital won the 2012 President’s Quality Award for work on Evidence-Based Interventions to Support Patient Centeredness. The team implemented best practices for patient-centered care using as measurement the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) score. Staff led the way locally and regionally, and performance continues to achieve targets.


Leapfrog Group “A” for Safety

Baystate Franklin Medical Center received “A” grades from Leapfrog on the 2012 Hospital Safety Score, which grades hospitals on their overall performance in keeping patients safe from preventable harm and medical errors. Baystate Medical Center also received an “A” grade.



Baycare Health Partners Selected As a Medicare ACO

In 2012, Baycare Health Partners formed a subsidiary, Pioneer Valley Accountable Care, LLC (PVAC) and applied to participate in the Medicare Shared Savings Program (MSSP). PVAC was recently selected as one of 106 new Medicare ACOs participating in the MSSP. Under this program, ACOs must meet quality standards to ensure savings are achieved through improving care coordination and providing appropriate, safe, and timely care. ACOs share with Medicare any savings generated from lowering the growth in health care costs.



HNE Excellent Accreditation Status

HNE was the first health plan in the country to seek National Committee for Quality Assurance (NCQA) Accreditation in 1991 and has maintained its NCQA Accreditation ever since. Review against NCQA Accreditation standards is every three years. The most recent review, conducted in January 2012, resulted in NCQA awarding HNE an “Excellent” Accreditation status for the Commercial HMO/POS and MA HMO/POS products. Note: HNE achieved a perfect score on the standards portion of the review.


Joint Commission on Accreditation of Healthcare Organizations (JCAHO) Gold Seal of Approval

Baystate Franklin Medical Center was honored for consistently demonstrating compliance with national standards for health care quality and safety in hospitals.


Achievements.Secondary.BVNAHReducing Re-hospitalizations

Baystate Visiting Nurse Association & Hospice (BVNAH) partnered with Baystate Medical Center on the STAAR initiative (State Action to Avoid Re-hospitalization). Patients discharged from Baystate Medical Center who are identified as a high risk for re-hospitalization and choose BVNAH as their home care provider are being discharged with services that include assessing the ability of the patient to manage self-care at home, as well as using teach-back methods to ensure patient understanding. These efforts have helped limit the re-hospitalization rate to 21 percent for heart failure patients.


Achievements.Secondary.BCHBaystate Children’s Hospital’s 20th Anniversary

Baystate Children’s Hospital celebrated 20 years as an accredited children’s hospital in 2012. Celebrations included the opening of the new Sadowsky Family Pediatric Emergency Department, the new Pediatric Intensive Care Unit, and the introduction of the “Wellies,” characters to comfort children receiving care in all of Baystate Children’s Hospital locations.


Patient Satisfaction at Baystate Mary Lane Hospital

Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) results show that Baystate Mary Lane Hospital consistently ranks high in patients’ assessment of and satisfaction with the overall quality of their care. In 2012 Professional Research Consultants presented Baystate Mary Lane Hospital with two awards for patient satisfaction achievements. These included 5-star recognition in the Emergency Department for Overall Quality of Care, and 4-star recognition for outpatient areas for Overall Quality of Care.



Baystate Health Ambulance Certified Emergency Medical Dispatch

Baystate Health Ambulance became a certified Emergency Medical Dispatch (EMD) resource for the City of Greenfield and the Town of Montague. One component of being a certified EMD resource is to maintain the EMD system’s quality assurance standards when answering a 911 call. Dispatchers exceeded that standard in all seven areas: case entry; chief complaint; key questions; post dispatch instructions; final coding; customer service; and overall total.



Energy-Efficient Upgrades

Baystate Health has received $1.1 million in rebates for energy-efficient upgrades, including the largest single project incentive Western Mass Electric Company has ever awarded. Changes to lighting, boiler and chiller upgrades have reduced over 2,500 tons of greenhouse gases. The effort includes 125 potential energy sustainability projects anticipated to save Baystate Health at least $1.5 million in energy costs over three years.




Baystate Health leads the way in transforming health care by working to deliver the best quality and extraordinary services in a more affordable way.


Region’s First Transcatheter Aortic Valve Replacement Surgery

The region’s first Transcatheter Aortic Valve Replacement (TAVR) was performed in July 2012 at Baystate Medical Center. During TAVR surgery, a failing aortic valve is replaced through a small incision in the patient’s leg and a catheter is placed into the heart itself, similar to angioplasty. The procedure extends the benefits of heart valve repair to people whose age or other health issues previously had left them no remedy for this life-threatening condition.


Care Innovation.Secondary.EMR First Electronic Medical Record Exchange from Boston to Springfield

On October 16, Governor Deval Patrick launched the state’s Health Information Exchange (HIE) by sending his own medical record from Massachusetts General Hospital to Baystate Medical Center, marking the first step in creating a statewide network of medical records sharing.


Facilities Expansion

In 2012, Baystate Health opened several new facilities designed to enhance patient care including the Davis Family Heart & Vascular Center, Baystate Medical Center’s Emergency & Trauma Center, the Baystate Breast & Wellness Center, and the Baystate Orthopedic Surgery Center. To see all of our new facilities see Facilities Enhancements.


Care Innovation.Secondary.PICU New, Improved Pediatric Intensive Care Unit

Baystate Children’s Hospital’s new Pediatric Intensive Care Unit (PICU) welcomed patients at the end of December. The PICU features seven private, single-bed rooms, a family waiting area and staff support areas. Nursing and medical staff developed a plan to improve care and patient outcomes and increase patient and family satisfaction.


Care Innovation.Secondary.Medical.Home Patient-Centered Medical Homes

Nine Baystate Health Medical Practices joined the six that have already received Level 3 Patient-Centered Medical Home recognition, the highest attainable recognition, by the National Committee for Quality Assurance. Redesigned work flow at medical practices emphasizes a team-based approach to care, with new processes focusing on coordination of care, quality, safety, and preventative care.


Care Innovation.Secondary.BMLH.ED The Baystate Mary Lane Hospital 30- Minute ED Pledge

Baystate Mary Lane Hospital has joined an elite group of hospitals across the country that has made the pledge that providers will see patients in their Emergency Departments within 30 minutes of arrival. While it is not unique, it is also not common in Massachusetts or nationally to make this type of pledge. While the pledge is to see every patient within 30 minutes, patients experiencing the most critical health emergencies will continue to receive care first. Wait times are posted on iTriagehealth.com. As of March 11, 2013, 96.5 percent of patients were seen in less than 35 minutes.




The Western Campus of Tufts University School of Medicine, Baystate Medical Center is a teaching hospital committed to innovative education and research.


Educating Health Care Providers

As an academic medical center and the Western Campus of Tufts University School of Medicine, in 2012 Baystate Medical Center welcomed 2,185 new residents, fellows, medical students, nursing students, and allied health students who gained comprehensive medical education during the year.


Published Work Teaches Others

In 2012, Baystate Health physicians and researchers published 218 peer reviewed journal articles, books, book chapters, and research presentations that helped shape the thinking of physicians throughout the world.


Acadmeic.Secondary.Physician.Leadership.Accademy Physician Leadership Academy

Baystate Health launched the Physician Leadership Academy including 30 physicians and advanced practice clinicians in November 2012 to provide a foundational leadership development experience, enable learners to focus on the unique dynamics of leading in a clinical environment, and foster relationship building among participants.


Psychiatry Residency Program

Psychiatry residency program started its fourth year, and received a full five-year accreditation with commendation. The Psychiatry Department research included 10 active studies in areas ranging from “Case Management for Underserved Hispanic Type 2 Diabetes Populations” to taking part in clinical trials for promising new psychoactive medications.


Acadmeic.Secondary.Midwife Midwifery Education Program Graduates Excel

Baystate’s Midwifery Education Program was recognized by The Accreditation Commission for Midwifery Education for the 100 percent pass rate of graduates on their first take of the American Midwifery Certification Board examination. Baystate Medical Center has one of only 38 accredited midwifery education programs in the country.




Baystate Health’s talented and dedicated workforce make patients and families their top priority. A supportive work environment, comprehensive benefits program, career development opportunities, health and worklife programs, and community volunteer opportunities, are just some of what makes Baystate Health an excellent place to work.


Gold Fit-Friendly Worksite Award

Baystate Health earned the Gold Fit-Friendly Worksite Award, designated by the American Heart Association as result of making employees’ health and wellness an important priority through its employee wellness program called “Baystate Healthy.” A number of programs provided to employees helped to earn this recognition, including onsite screenings and health coaching, a comprehensive menu of programs to motivate healthy lifestyle change and a variety of strategies to encourage physical activity.


BH Leader in LGBT Healthcare Equality

Baystate Health was named a “Leader in LGBT Healthcare Equality” in the Healthcare Equality Index report for a third year. Baystate Health – the only health system in New England to receive a perfect score – earned top marks for its commitment to equitable, inclusive care for LGBT patients and their families, who can face challenges in accessing adequate health care. The annual survey is conducted by the Human Rights Campaign (HRC) Foundation, the educational arm of the country’s largest lesbian, gay, bisexual, transgender (LGBT) organization.


Healthy.Workplace.Secondary.Diversity Diversity Leadership Initiative

Seventeen employees participated in the year-long Baystate Health Diversity Leadership Initiative, joining 14 alumni from last year. The leadership development program is offered by The Partnership and Leadership Pioneer Valley, and includes formal mentorship from Baystate Health leaders aimed at expanding skills and opportunities for employees.


Diversity Council Education and Awareness

The Office of Diversity and Inclusion partnered with a working group from the Diversity Council to develop a toolkit called,”Yes! Your Voice Matters”, to start conversations about inclusion and respect. The toolkit was distributed to more than 400 leaders across the organization and has been incorporated into many staff education, team meetings and departmental retreats.




Baystate Health supports local communities in many ways, including creating economic opportunities, improving access to education, and creating safer and healthier neighborhoods.


Community Backpack Giveaway

Baystate Health donated and distributed 1,200 backpacks filled with school supplies at the New North Citizens’ Council Safe Return to School Picnic and Backpack Giveaway for children and their families from Springfield’s North End.



Baystate Health Supports the United Way

Baystate Health’s Springfield Workplace employees once again donated generously to the United Way of the Pioneer Valley in 2012, raising a total of $400,000. Baystate Mary Lane Hospital employees raised $15,224 for the United Way of Hampshire Country. Baystate Franklin Medical Center’s campaign raised over $33,800.



Holiday Donations

Throughout Baystate Health, employees donated toys, coats and other items to community members in need. Over 2,500 new toys collected through Baystate Medical Center’s annual “In the Spirit of Giving” Community Toy Drive benefited BMC Health Centers, the New North Citizens’ Council, and Martin Luther King, Jr. Family Services, both of Springfield.


Employees Provide Supplies to Local Schools

Employees held an Adopt-a-Classroom drive and filled bins with school supplies for over 160 classrooms to enhance the learning experiences in local schools.