These are just some of the many achievements in 2019 by Baystate Health to improve the health of the people in our communities every day, with quality and compassion.


Baystate Health Recognized for Quality of Care

In 2019, we earned many national recognitions, including awards and distinctions from the American Association of Critical-Care Nurses, the U.S. Department of Health and Human Services, the American Heart Association, the American Stroke Association, the American Nurses Credentialing Center, Forbes and others.

Baystate Health’s Accountable Care Organization Focused on Population Health

In 2019, covered lives in Baystate Health’s Medicare Accountable Care Organization (ACO) rose from 43,000 to over 50,000. Baystate Health’s Medicaid ACO is in its second year and teams have embarked on several novel clinical initiatives that have already demonstrated care transformation to improve quality and lower cost. Community Health Workers have completed a standard assessment of Social Determinants of Health, for example housing insecurity, food insecurity, transportation challenges, and others, that related to poverty and its effect on health. Over 35% of the population has been assessed, the highest rate of any MassHealth ACO, leading to early interventions to prevent illness. Utilization rates for skilled nursing facilities declined 27% over two years and emergency department use has fallen 39%. A newly formed Transition of Care Team at Baystate Medical Center meets with inpatients facing compliance challenges and continues to follow up with home visits within their first 30 days after discharge.

Heart & Vascular Critical Care and Progressive Care Units Earned Beacon Award for Excellence

Baystate Medical Center’s Heart & Vascular Critical Care (HVCC) and Progressive Care Units (PCU) were recognized in 2019 by the American Association of Critical-Care Nurses with the silver Beacon Award for Excellence. This is the second time in a row they have won this national three-year award. The award recognizes unit caregivers who successfully improve patient outcomes and align practices with AACN’s standards in leadership structures and systems, appropriate staffing and staff engagement, effective communication, learning and development, evidence-based practice and processes, and outcome measurement.

Baystate Mary Lane Opened Imaging Center with 3D Mammography

Baystate Mary Lane Outpatient Center unveiled a newly renovated Imaging Center offering a full array of radiology services including 3D mammography, as well as ultrasound, Bone Density DEXA Scans, diagnostic x-ray, and computed tomography (CT) services for patients, all in one location. The new center is part of Baystate Health’s commitment to ensuring that people living and working in the region have access to state-of-the-art imaging services close to home.

New Baystate Health & Wellness Center-Longmeadow Opened

The new Baystate Health & Wellness Center—Longmeadow opened at the newly built facility at 21 Dwight Road, Longmeadow. The center brings together many Baystate patient care services under one roof for the Baystate Medical Practice and affiliated services formally located at 294 N. Main Street in East Longmeadow. The center offers multi-specialty care that includes: cardiology, gastroenterology, endocrinology, pulmonary, neurology, general surgery, breast surgery, plastic surgery, vein and vascular, urogynecology, travel medicine, and physical medicine and rehabilitation. Baystate Reference Labs and Baystate Radiology & Imaging are also located on site.  

Baystate Franklin Medical Center and Baystate Medical Center recognized for Century in the AHA

The American Hospital Association (AHA) honored Baystate Franklin Medical Center and Baystate Medical Center in appreciation for the hospitals' 100 years of participation and leadership in the association. The AHA first began admitting institutional members in 1919 and Baystate Medical Center and Baystate Franklin were two of 55 charter members. The AHA noted the valuable contributions the two hospitals have made in the field of medicine including increasing access to quality health care, training health care professionals of the future, conducting life-saving research, and serving as a model for building effective partnerships that expand health care beyond hospital beds and into communities.

Dynamic Leaders Joined Baystate Health in Support of Healthcare Delivery

Marion McGowan joined as President and CEO of Health New England, and Senior Vice President of Payer Innovation, Baystate Health. McGowan is a nationally recognized healthcare professional with more than 25 years of clinical leadership and is known for her trailblazing efforts leading payer and population health innovations. Dr. Richard Shuman was named CEO of Baycare Health Partners Inc. and its subsidiary, Pioneer Valley Accountable Care, LLC (PVAC). Over the past 25 years, Shuman has served as a physician leader for large, multi-specialty medical practices in the Pioneer Valley and Connecticut.


Successful CAUTI Rate Reduction Project Earned 2019 President’s Excellence Award

Baystate Medical Center’s “Successful CAUTI Rate Reduction Using DMAIC Improvement and Change Management Strategy” team was the winner of the 2019 Baystate Health President’s Excellence Award. The project was the overall winner with 55 projects submitted for consideration. CAUTI stands for Catheter-Associated Urinary Tract Infections and is one of the most common infections nationally for hospitalized patients. As a result of this work, infections at Baystate Medical Center have decreased by 50 percent and a sustainable CAUTI prevention and reduction program has been established.

Baystate Franklin Medical Center’s Birthplace Received Grant to Expand EMPOWER Program

The EMPOWER program at Baystate Franklin Medical Center, designed to help pregnant women with opioid use disorder (OUD) have healthy babies and pursue healthier futures, received a two-year, $1 million federal grant to expand the program. BFMC partnered with the Center for Human Development (CHD) to pursue the grant, which will allow Baystate Franklin Medical Center to partner with CHD to form a medical/behavioral health home. The home will provide expanded support to pregnant, postpartum and parenting women, ages 18 or older (who may also have a child/children 36 months or younger) with OUD and/or a history of opioid overdose. The EMPOWER program currently serves approximately 30 women and families in Franklin County each year.

Procedure Offered Minimizing Side Effects of Prostate Cancer Radiation Therapy

In 2019, Baystate Medical Center, through the Baystate Regional Cancer Program, was the only hospital in western Massachusetts to offer SpaceOAR Hydrogel to its prostate cancer patients. The absorbable hydrogel, created by Boston Scientific, temporarily creates space between the prostate and the rectum, reducing the radiation dose delivered to the rectum during prostate radiation therapy. By acting as a spacer, it allows for better targeting of radiation treatment while preserving healthy tissue and minimizing side effects such as rectal pain and bleeding, diarrhea, urinary symptoms, and reduces erectile dysfunction.

Facility Upgrades Implemented in 2019 Enhanced Care and Safety

A new state-of-the-art pharmacy opened at the D’Amour Center for Cancer Care to accommodate increasing patient demand and new federal compounding regulations for hazardous medication preparation. In addition, a brand new Infusion suite opened in the Medical Office Building at Baystate Medical Center with 14 new treatment bays to accommodate the continued growth in intravenous care and where specialized caregivers can provide this treatment for ambulatory patients.

Baystate Noble Hospital Standardized Technology Applications to Enhance Care

In 2019 Baystate Noble Hospital connected with Baystate Health’s inpatient Electronic Medical Record (EMR), CIS, and several other standard business and clinical applications used at Baystate Health. This implementation was a multi-year, multi-million dollar initiative called START Noble—Standardizing Technology Applications and Realigning Together. Moving to the health system application enhances quality and safety and ensures cohesive care for patients at each Baystate Health location in which they receive their care.  

A Better Solution for Newborns and Mothers

Baystate Medical Center implemented an enhanced way to care for newborns physiologically dependent on opioids and their mothers called the Rooming-in Program. Previously, babies impacted by maternal Opioid Use Disorder (OUD) were admitted to the Neonatal Intensive Care Unit if they required pharmacological treatment for Neonatal Abstinence Syndrome. Parents understood little about the process and length of stay averaged several weeks. With the Rooming-in Program, eligible babies remain with their mothers in a private room throughout treatment, encouraging breastfeeding and bonding. Mothers receive prenatal and postnatal education to better understand the process and how to care for their babies, leaving them empowered while significantly decreasing length of stay for these babies.

Baystate Earned "2019 Most Wired" for Health IT

Baystate Health was recognized as a 2019 Most Wired health system by the College of Healthcare Information Management Executives and Modern Healthcare—ranking among global industry leaders. This is the seventh time Baystate has earned this award, which is given to healthcare organizations who apply core and advanced technologies to their clinical and business programs to improve health and care delivery in their communities. Baystate is one of nine organizations in Massachusetts to be recognized among the 16,168 health systems and hospitals globally who were surveyed.


First U.S. Health Institution to Receive Age-Friendly Designation

The Institute for Healthcare Improvement recognized Baystate Medical Center and Baystate Health’s three Community Health Centers as the first age-friendly health care institutions in the nation. The national age-friendly health system movement focuses on improving care by attending to what matters most to patients; medications, mental activity, and mobility. The honor recognized the efforts of the Acute Care for Elders program team and the interprofessional “Geri-Pal” team who recognize the unique problems of older adults, focus on what is most important to patients, and emphasize keeping those in their care as independent and active as possible. They assist with care plans, choosing treatment options, recognizing drug side effects, and making difficult decisions.

Awarded Top Overall Performer in Patient Experience

Baystate Medical Practices Northern Edge Adult and Pediatric Medicine earned the 2019 Massachusetts Health Quality Partners Patient Experience Award. The practice received the Top Overall Performer award for being a leading practice among adult primary care practices in Massachusetts for patient experience. The award recognizes patient experience is an essential element of healthcare quality with evidence that indicates the quality of the patient-physician interaction has direct impact on improved clinical outcomes.

Baystate Wing Hospital Recognized for Patient Experience Results

Baystate Wing Hospital won the Baystate Health 2019 President’s Excellence Award in the category of experience for their efforts implementing evidence-based practices to ensure a consistent, highly reliable experience for patients. The nursing-led team, focused on purposeful hourly rounding, standardizing discharge education, and education around shared decision-making with patients among others. As a result of their work, patients surveyed ranked their experience at Baystate Wing 30 percentage points higher than the previous year.

Interpreters Bridged the Language Gap

In 2019, over 212,000 language interpreter sessions helped patients and families better understand their care. The department interpreted 72 languages in person, over the phone, and via video, and translated 3,642 pages of patient-related information. New languages included Oromo from Ethiopia, Foochow from a small region in China, Q’anjob’al (Kanjobal) from Guatemala, and Nepali Sign Language.  

Nurses Trained in Holistic Care

With support from the Baystate Health Foundation, clinical nurses attended the Integrative Healing Arts Academy led by the Birchtree Center for Healthcare Transformation to prepare them in holistic practice. Nurses learned about the unique philosophy and theory of holistic nursing practice and the role of self-care. The training supported board certification examination and enhances our commitment to improving both nurse and patient experience.

Baystate Health Team Member Won Top Award in Hospitality

Baystate Medical Center Emergency Department Patient Advocate, Lea Rivkin was the winner in the category of Public Service at the 2019 Howdy Awards by the Greater Springfield Convention and Visitors Bureau. Baystate Medical Center Volunteer Services Manager, Marie Saunders was a finalist in the same category. The award celebrates people in the hospitality industry who make a positive first impression.

Baystate Home Health & Hospice Enhanced Care and the Patient Experience

In 2019, Baystate Home Health & Hospice met milestones to enhance care out in the community and strengthen the foundation of home care for the future. Marty Degen, MBA, CPA was named executive director and chief operating officer and Jean Jaoude, MD was named chief medical officer. Among the many amazing moments of care BHH delivered in 2019 is the outreach of Baystate Hospice veterans committee. Each veteran who became a hospice patient was presented with a certificate of appreciation, a service pin, and a corsage around the Memorial Day holiday. Baystate Hospice is recognized as a Level 3 partner for commitment to providing quality services to America’s veterans and their families by We Honor Veterans, a program of the National Hospice and Palliative Care Organization in collaboration with the Department of Veterans Affairs.

Academic Innovation

$3 Million Awarded to Increase Clinical Trials at Baystate Health

Baystate Health was awarded $3,949,912 in grant funding from the Massachusetts Life Sciences Center designed to sustain the Commonwealth’s competitive edge in advancing human health. Baystate was among 11 hospitals, colleges, and other institutions to receive a total of $30.95 million in capital grant funding to support the state’s global leadership in the life sciences sector. The funding, provided through the MLSC’s Competitive Capital Program, is designed to support advances in human health, accelerate innovation in the areas of clinical and translational research, and expand the capacity of life sciences development and job growth across the Commonwealth.

Grant Given in Support of Baystate’s Innovative Medical School Program

Baystate Health received $1 million from the FY2018 Massachusetts Commonwealth budget to provide financial support to the PURCH (Population-based Urban and Rural Community Health) program as part of UMass Medical School’s first regional campus at Baystate, UMMS-Baystate. PURCH offers a new pathway for medical students with an interest in under-served rural and urban communities. Now in its third year, PURCH has enrolled a total of 74 UMass medical students and its inaugural class entered clinical training.

Future Healthcare Providers Received Comprehensive Training

A recognized leader in educational innovation, Baystate Health has been training doctors since 1914. In 2019, over 350 residents and fellows in 10 residency and 26 fellowship programs trained at Baystate. In addition, Baystate provided training to over 450 medical students completing clerkships and electives in various specialties, and 1,000 nursing students and over 400 allied health students from local colleges and universities who completed clinical training as part of their associate, baccalaureate, master’s and post-doctoral work.

Record Number of Nurses Graduated from Nurse Residency Program

In 2019, a record 161 nurses graduated from the Baystate Health Nurse Residency Program. The program is a one-year program for registered nurses with less than 12 months experience, offering practice-based experience, in-depth learning, and ongoing professional development. Baystate Health’s Nurse Residency Program was Accredited with Distinction, the highest recognition awarded, as a Practice Transition Program by the American Nurses Credentialing Center’s Commission on Accreditation. The program is one of only four in the state of Massachusetts to receive ANCC accreditation.

BSEP Helped Students from the Community Pursue their Education

In 2019, Baystate Springfield Educational Partnership (BSEP) ran courses for 275 students, primarily residents of Springfield. During the summer, BSEP provided theme-based workshops for 47 students, coordinated 32 summer internships at Baystate Medical Center, and placed 11 students in work experiences. Overall, over 115 students have been hired as employees at Baystate. To 16 alumni of its program, BSEP awarded a total of $25,000 in scholarships for undergraduate and graduate education. The ten-year total of scholarships awarded now exceeds $700,000.

Research at Baystate Improved Care

Baystate Medical Practices faculty published 172 peer-reviewed articles in 2019, acquiring and disseminating new knowledge to a broad audience. These original research findings will improve the care we deliver to patients.

Midwifery Education Program Graduates Excelled

In 2019, Baystate Medical Center’s Midwifery Education Program celebrated its 25th anniversary. There have been 116 graduates since the program’s inception and the program has maintained a 100 percent certification rate by the American Midwifery Certification Board. This year, the Midwifery Program completed reaccreditation by the Accreditation Commission for Midwifery Education and received the maximum allowed length of accreditation through 2028.  Baystate is one of 39 midwifery education programs in the country and the only program in Massachusetts. The program also conducts innovative interprofessional education with Baystate's OB/Gyn residency program.

Best Place to Work

Baystate Health Named a Top Employer in Massachusetts by Forbes

Baystate Health was ranked the 14th (of 74) best organization through a study conducted by Forbes partnering with market research company Statista. The goal was to identify organizations liked best by employees in Forbes’ first-ever ranking of America’s best employers by state.

Health New England Named Finalist for Commitment to Employee Health Award

Health New England was named one of the 2019 finalists of the Healthiest Employers® of Massachusetts award, a nationally recognized awards program powered by the Springbuk Health Intelligence Platform. This award recognizes Health New England’s outstanding commitment to employee health and exceptional corporate health programming. Evaluated across six key categories representing a holistic view of employee well-being, Health New England ranked #2 in the 100-499 employee size category.

Forgivable Loans Supported Nursing Education

In 2019, Baystate Health provided 31 nurses with forgivable nursing loans towards earning their ADN, BSN, master's, DNP, or PhD in nursing. The program was established in 2002 and to-date has supported more than 580 RNs and student nurses providing more than $2,250,000 in forgivable loans.

Baystate Home Buying Program Helped Employees Purchase their First Homes

In 2019, 22 employees were awarded forgivable loans to purchase their first home through the Mark R. Tolosky Baystate Neighbors Program. This Baystate Health benefit provides forgivable loans to employees purchasing their first homes in the communities surrounding Baystate Health hospitals. To-date, the program has provided more than $2 million in forgivable home loans.

Employees Celebrated Each Other

Baystate Health’s employees are recognized in numerous ways for their commitment to the mission and values of the organization. Meaningful recognitions come from patients and families, managers, and fellow employees. Through the Baystate Celebrates recognition program, more than 17,500 recognitions were awarded to employees and throughout the year, special appreciation events and celebrations were held.

Employees Donated Time Off to Colleagues in Need

Baystate Health employees donated 60 hours of their paid time off in 2019 to help colleagues in need of additional time off. Baystate Health's Paid Time-Off Leave Sharing Program allows team members to donate unused time to create a bank of time available to co-workers in need of additional time-off for medical or other reasons.

Baystate Health Focused on Diversity & Inclusion

This year Baystate Health Business Resource Groups (BRGs) thrived and connected employees with shared identities, creating an inclusive environment for employees and patients. At Baystate Health there are different BRGs for cultural responsive care, black/African American, veteran, young professional, LGBTQ+ and female employees. In 2019, Baystate Health launched an Inclusion Council with the mission to create a positive and measurable impact by building an inclusive, collaborative workplace that leverages the intersection of our diverse group of employees and communities. The BRGs are one of the critical components of the Diversity & Inclusion Strategy that supports our culture goals and the Inclusion Council will help support those efforts.

Volunteers Enhanced Baystate Health's Work

Volunteers enhance the work of our employees and interactions with our patients and families every day. In 2019, more than 900 volunteers donated over 100,000 hours providing significant support of the care we provide to our community.

Community Connections

Baystate Health Supported Community

Baystate Health hospitals provided roughly $115M in community benefits, which included under-reimbursed care, research, and educational programs. In addition, Baystate Health invested in the community and provided funding to numerous local organizations through community and event sponsorships and community benefits discretionary grants to address health priorities identified through our community health needs assessment. Baystate Health’s Community Benefits Advisory Councils, comprised of hospital employees and community representatives, worked throughout the year to help guide the hospitals' community health planning efforts.

Mobile Health Clinic on Wheels Introduced

In 2019, Baystate Health celebrated a $750,000 grant awarded by TD Bank to fund a mobile health clinic to deliver preventive care to those who are not receiving services due to barriers such as lack of transportation, financial constraints, work and family commitments, and a shortage of physicians in their community. The "clinic on wheels," will be staffed with a multi-disciplinary healthcare team and will change how Baystate provides life-saving screenings and preventive care to under-served rural and urban communities. It will also be a vehicle to train future providers using an interdisciplinary team-based curriculum. Baystate Health was one of only 15 finalists selected out of a field of 378 applicants from the U.S. and Canada for this grant and was one of 10 grant recipients in North America - only four of which are in the United States.

Community Members Named Baystate Health #1

In 2019, Baystate Medical Center was the one voted by readers as Best Local Hospital in the 2020 MassLive Reader Raves Contest and readers voted Rays of Hope Walk & Run Toward the Cure of Breast Cancer first place for Top Charity Event. This is the seventh time the event was awarded this recognition. Founded in 1994, Rays of Hope has raised more than $14.8 million in support of breast cancer programs, research, services, and outreach and education efforts.

Residents Held Food Drive to Offset Strain on Food Pantries

Medical residents at Baystate Medical Center and Baystate Children’s Hospital held a food drive in 2019 to help those in need. Their efforts were initially sparked by the federal government shutdown which impacted food pantries stretched thinner than usual. In February, the fruits of their efforts were delivered to The Gray House in Springfield with over 750 pounds of food collected.

Toy Drive Brought Children Joy

Baystate Medical Center held its annual “Spirit of Giving” Holiday Donation Drive for new and unwrapped toys, books, games, and other greatly needed items for children and families in our community. Our employees donated more than 2,500 new toys and $1,000 in gift cards for children in the communities served by Baystate Community Health Centers at Mason Square, Brightwood and High Street, as well as Martin Luther King Jr. Family Services, New North Citizens’ Council, and the Ronald McDonald House in Springfield.

Patient & Family Advisory Councils Enhanced Care

Throughout the year Baystate Health Patient & Family Advisory Council (PFAC) members provided valuable input in enhancing care at Baystate Health based on the knowledge of the unique needs of patients and families. PFAC is made up of a diverse group of patients, family members, and community members who represent the collective voice of our patients and families at Baystate Medical Center, Baystate Children's Hospital, Baystate Franklin Medical Center, Baystate Noble Hospital, Baystate Mary Lane Outpatient Center, Baystate Wing Hospital, the D’Amour Center for Cancer Care, and the BeHealthy ACO in our health centers.

Employees Donated Thousands of Supplies to Local Schools

At the start of the 2019 school year, Baystate Health employees throughout the region donated school supplies to their communities. At Baystate Medical Center, over 175 storage totes (the most yet) were filled with supplies to assist Springfield elementary school teachers with their “wish list” of classroom essentials. Bulkley Richardson Law Firm and AMR Ambulance also collected school supplies to benefit our initiative. Baystate Wing Hospital and Baystate Mary Lane Outpatient Center employees donated over 1,500 items to teachers in Palmer and Ware public schools, and Baystate Franklin Medical Center employees collected backpacks and school supplies to support the United Way of Franklin County’s Annual Blooming Backpacks which collected over 330 backpacks for children in Franklin County. Baystate Noble Hospital launched their successful first school supply drive to benefit Abner Gibbs Elementary School in Westfield.