RENOWN NEWSROOM

Renown Health & Hometown Health leverage cloud technology to improve access to care and coverage A person’s ability to access health services has a profound effect on every aspect of his or her health, yet almost 1 in 4 Americans do not have a primary care provider (PCP) or a health center where they can receive regular medical services. In addition, because of concerns about COVID-19, the CDC reports that an estimated 41% of U.S. adults have delayed or avoided medical care including urgent or emergency care (12%) and routine care (32%). Avoidance of urgent or emergency care was more prevalent among unpaid caregivers for adults, persons with underlying medical conditions, Black adults, Hispanic adults, young adults, and persons with disabilities. With the goal of improving health by helping people get the healthcare services they need, Renown Health, based in Reno, NV, is leveraging Amazon Web Services (AWS) to enhance access to care. As part of Renown’s continued journey to transform healthcare, the healthcare network is implementing Amazon Connect – AWS’s omnichannel cloud contact center service. The easy to use and quick to deploy solution allows patients to easily access customer service for Renown’s Hometown Health insurance plan, schedule imaging appointments, Epic MyChart patient electronic medical record support and general customer service. Customer service is now available in multiple languages over the phone, and via online live agent chat and email, making it easier and more convenient for people to make appointments for the care they need. Amazon Connect enables Renown Health to scale up to handle unexpected high call volumes and scale back rapidly. The solution also provides call center agents the flexibility they need to work remotely, without compromising the customer experience. “Renown is proud to be one of the first nonprofit healthcare organizations in the country to use Amazon Web Services as part of a comprehensive customer access and outreach program,” says Tony Slonim, MD, DrPH, President & CEO, Renown Health. “We are excited to deploy their innovative contact center technology to assist us in connecting people with Renown medical providers and health services. Our goal is to make connections quick, easy and convenient, so more people will be encouraged to receive the health care services they need.” “Today’s generation of healthcare consumers expect a friction-less experience—from finding a caregiver, to booking an appointment, to receiving treatment. With this new solution, Renown Health will be able to meet their customers’ expectations faster and more efficiently than ever before,” said Phoebe Yang, General Manager, Healthcare at AWS. “AWS looks forward to working with the innovative team at Renown Health as they leverage the power of the cloud to improve the health of communities they serve." “Especially with COVID, but even before, many people don’t get recommended healthcare services, like cancer screenings, because they lack a primary care provider, or access to health care professionals. At Renown Health, we have a commitment to caring for people, with Reliable and Exact Care and the ability to connect — in person and virtually — to help ensure people get the care they need, when and where they need it,” says Thomas Graf, MD, Chief Clinical & Quality Officer at Renown. “Our goal is to reduce barriers and enhance access, so all who need care can receive care,” says Candace Dietrich, director of the Engagement Center at Renown. “AWS technology is helping to improve the customer experience and drive efficiencies. Our collaboration with AWS makes health care more accessible for all, which ultimately is better for the entire community.” “Amazon Connect is a key component of our digital front door virtual care strategy and supports our customer service goals and Reliable & Exact Care at Renown,” said Chuck Podesta, Chief Information Technology Officer at Renown. “Hometown Health is a community-focused organization and with support from AWS, we continue to improve the health and well-being of the communities we serve,” says David Hansen, Chief Executive Officer of Nevada’s largest not-for- profit health insurance provider. “We are proud to have a care and coverage network serving half a billion people across 100,000 square miles across Nevada, Lake Tahoe and northeast California, and committed to creating healthier communities.” About Renown Health Renown Health is the region’s largest, locally governed, not-for-profit integrated healthcare network serving Nevada, Lake Tahoe and northeast California. With a diverse workforce of more than 7,000 employees, Renown has fostered a longstanding culture of excellence, determination and innovation. The organization comprises a trauma center, two acute care hospitals, a children’s hospital, a rehabilitation hospital, a medical group and urgent care network, and the region’s largest, locally owned not-for-profit insurance company, Hometown Health. Renown is currently enrolling participants in the world’s largest community-based genetic population health study, the Healthy Nevada Project®. For more information, visit renown.org.

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Renown Health seeks partnerships to help improve the health and well-being of all northern Nevadans. Application process for event funding open now through April 30. Renown Health’s mission is to make a genuine difference in the health and well-being of people and communities. Renown is seeking to partner with other non-profit organizations focused on inspiring better health in Nevada, and to help fund their efforts. “Improving the health and wellness of an entire population of people is not easy. It is a huge task. At Renown, we believe it is a battle worth fighting. We focus on preventing illnesses, and we are working across the state with partners who believe in our mission- to keep people healthy, to make healthcare more accessible and affordable, and to achieve the vision of a healthy Nevada,” says Tony Slonim, MD, DrPH, President and CEO of Renown Health. Nevada continues to rank near the bottom of overall health rankings in the U.S., and suffers from high mortality rates for chronic conditions like heart disease, cancer and chronic respiratory disease. These staggering statistics have solidified Renown’s commitment to advancing equitable clinical care and improving the health and well-being of our community. “Clinical healthcare affects only a small portion of a person’s health status, less than 20%. The larger influence comes from social determinants of health (SDoH), which are the conditions in which people are born, grow, live, work and age. The specific factors that drive the greatest health improvements are health-related behaviors, socioeconomic factors and environmental factors. Each one of these determinants works independently and interacts with each other to affect your overall health status,” says Dr. Slonim. “It takes collaboration and dedication to make a difference, and we know our community is a healthier place for all, thanks to our partners’ remarkable contributions.” “Through its community development program, Renown strives to make real and positive change for real people in our community,” said Erica Murich, executive director of Truckee Meadows Tomorrow. “Renown's support has allowed us to build and launch the NevadaTomorrow.org community data portal, our tremendously popular community conversation speaker series, and kick start our much-anticipated community report coming out fall of 2021. Renown's generosity and willingness to build bridges and partnerships has made it possible for Truckee Meadows Tomorrow to not only survive these challenging times, but to thrive and grow.” “Even in the thick of the most trying year for the medical community, Renown never lost its focus on the partnerships it’s worked hard to build on behalf of a healthier, happier community,” said Fayth Ross, executive director of Urban Roots. “We have been working with Renown since 2016, the halfway-point of our eleven years in our community, and they’ve been integral in helping us evolve our offerings: funding the creation of curriculum, helping source materials to build our farm, and the very ground the farm is on presently. Without their ability to see our mission is very clearly aligned with their own, I don’t know that Urban Roots would be in the same position it is today.” “We are so grateful to Renown Health for the community sponsorship,” said Sean Hill, vice president of advancement at Sierra Nevada Journeys. “This program provided us with start-up funding for a community needs assessment, a critical process we are undergoing to increase access to STEM and outdoor experiences for underrepresented kids and families in our community.” New to the funding application this year, all applicants will visit NevadaTomorrow.org to identify five data indicators that their organizations will use to help measure the impact of their event or program. Using this tool, applicants can access quality of life indicators—such as obesity, alcoholism, homelessness, or depression—and identify trends, challenges and opportunities in our local communities. “Every organization we support through our community events and project sponsorship makes a positive difference in our community,” said Annie Zucker, manager of community impact at Renown. “Now, every applicants is aligned to the same powerful national database to help identify credible national and state sources, down to census track level to drive their health improvement efforts and measure progress. Once their event or program is complete, they’ll be able to reflect back on the data and see the direct impact of their work. We are excited to see how they use their research to guide lasting change for our community.”  Over the years, Renown has supported hundreds of organizations throughout our community as they set out to enhance lives and create a lasting impact in the northern Nevada region. These organizations include Truckee Meadows Tomorrow, Urban Roots, Sierra Nevada Journeys, Boys & Girls Club of Western Nevada, Nevada Cancer Coalition, Girls on the Run, Nevada Humane Society and many others. In 2016, Renown began to address the excessive rates of cancer, lung disease and heart disease through the launch of the country's first community-based population health study, called The Healthy Nevada Project®. To assure payment is not a barrier to health improvement, testing is offered at no charge to Nevadans. In 2019, the Healthy Nevada Project expanded to southern Nevada, with a collaboration with University Medical Center of Southern Nevada in Las Vegas. With 60,000 study participants enrolled to date, the Healthy Nevada Project® is the fastest-enrolling genetic study in the country. The Project is also the first of its kind to return clinical results to study volunteers, which means participants can learn their genetic risks tied to heart disease and certain cancers, as well as lifestyle changes that could potentially help reduce their risk and prevent disease. The research study is still open and home genetic testing kits are still available at no charge to Nevadans 18 and older at this web site. As a non-profit organization, Renown reinvests every dollar earned back to the community, in staffing, technology, treatments, training and research to improve health and prevent illness. In FY19, Renown invested almost twice what the average nonprofit hospital invested on community benefit, or almost $158 Million dollars for health education, supporting other non-profit health-related community initiatives and non-reimbursed healthcare services. Over the last five years, Renown has invested more than $8 Million dollars in community grants. Last year alone, Renown allocated $1.5 Million dollars in community grant funding. “Rooted in Nevada, Renown’s long legacy of service started in 1862 as a county hospital, Washoe Medical Center,” says David Hansen, CEO for Hometown Health. “Now, Renown Health, northern Nevada’s largest locally - governed, not-for-profit, integrated healthcare network serves the community by providing care through hospitals, medical offices, and our not- for-profit insurance plan, Hometown Health.” Funds are limited, and the organization is unable to approve every request. A request for sponsorship or funding must benefit the geographic area served by Renown Health or Hometown Health, relate to identified community health priorities and align with Renown’s mission, vision and values. A complete list of sponsorship criteria is found here. Any organization receiving previous funding needs to apply online each year for any new requests. All requests are made online between March 1 to April 30, 2021.

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Renown Health Adds Proactive Level of Protection to Address COVID-19 Deployable Medical Structure at Renown Regional Erected as Precautionary Measure WHAT: As we continue our planning and preparation for the impact of COVID-19, Renown Health now has an alternate care site – a deployable medical facility to serve as an additional respiratory illness evaluation and screening center for Emergency Room patients at Renown Regional. Media is invited to tour the tent before it opens and learn more about how Renown Health physicians and staff are prepared to ensure the safety of patients, staff and our community. It’s important to note there are no confirmed COVID-19 cases at Renown at this time. This deployable medical structure is simply a precautionary measure and adds a proactive level of protection if needed because Renown is committed to doing everything possible to protect patients, staff and community members. WHEN AND WHERE: Thursday, March 12 at 1 p.m. in the parking lot outside the Renown Regional Medical Center Emergency Room at 1155 Mill St, Reno, NV. All media must be escorted on hospital property. Mill Street Parking is most convenient. WHY: Due to increasing levels of respiratory illness in our community, as a way to manage influx and limit the exposure between individuals suspected of having respiratory illness and patients and care providers in other areas of the hospital, Renown Health worked with the State Public Health Preparedness to request a deployable medical facility through the Washoe County Emergency Manager. REMSA, the Reno Fire Department and Renown staff also play an integral role in setting up the tent and getting it ready with appropriate supplies. This proactive step to separate patients with symptoms of respiratory illness who need emergency medical care will protect patients in the Emergency Department and other areas of the hospital. Transmission of respiratory illness from patient to patient is not the only concern as healthcare workers can get sick, too. This is a precautionary step Renown is taking as a way we can further help protect patients, staff and community. Renown Regional Medical Center is the only certified Level II (2) trauma center between Sacramento, CA and Salt Lake City, UT. We receive and care for critically-ill and injured patients from as close as our Reno-Tahoe backyard and as far away as Mammoth Lakes, CA, as well as distant rural locations across northern and central Nevada. Additionally, Renown Regional Medical Center has successfully been re-verified as a Level II trauma center through Feb. 11, 2023 from the American College of Surgeons, continuing 30 years of certification. Renown Regional Medical Center has also been awarded the The Joint Commission’s Gold Seal of Approval® for Hospital Accreditation based on compliance with hospital standards related to emergency management, environment of care, infection prevention and control, leadership and medication management. Renown’s Roseview, Sierra and Cardiac Intensive Care Units have each been awarded a Beacon Award of Excellence from the American Association of Critical Care Nurses (AACN) based on patient outcomes that exceed national benchmarks. Renown has the only intensive care units awarded this distinction in Nevada.   WHAT TO DO IF YOU ARE EXPERIENCING RESPIRATORY OR INFLUENZA-LIKE ILLNESS OR POSSIBLE SYMPTOMS OF COVID-19: Renown is encouraging people to use online tools first, such as virtual visits covered by many insurance companies, including Teladoc, for those insured by Renown’s health plan, Hometown Health. Renown Medical Group patients may also call the Respiratory Health screening line, free and available 24/7 at 775-982-5000 For up-to-date information on Renown’s approach to keeping our community safe, visit our website at https://www.renown.org/covid-19/.   About Renown Health Renown Health is a locally governed and locally owned, not-for-profit integrated healthcare network serving northern Nevada, Lake Tahoe and northeast California. Renown is one of the region’s largest private employers with a workforce of more than 7,000. It comprises three acute care hospitals, a rehabilitation hospital, the area’s most comprehensive medical group and urgent care network, and the region’s largest and only locally owned not-for-profit insurance company, Hometown Health. Renown has a long tradition and commitment to continually improve the care and the health of our community. For more information, visit renown.org.

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Renown Health continues to monitor coronavirus (COVID-19) and ensure constant readiness by working closely with the Washoe County Health Department and staying informed of the Centers for Disease Control and Prevention (CDC) updates. When there is heightened concern around an illness, we implement enhanced infection prevention strategies and ensure we are ready with the appropriate supplies and alternate plans should the need arise. Renown Health providers are educated and prepared to quickly and safely screen, diagnose and care for patients with respiratory illness, including COVID-19. Out of an abundance of caution, Renown Health has implemented the following measures to ensure the safety of patients, staff and community members. Patients with Respiratory Symptoms: If you are experiencing respiratory symptoms, call 775-982-5000 to be directed to the appropriate level of care. This phone screening is available 24 hours a day, seven days a week and is offered free by Renown Health to our community. Additionally, Renown staff are performing respiratory illness screenings at the entrances of all of our Renown hospitals, urgent care and medical group locations to ensure the safety of our patients, staff and community. Limiting Visitation: While we understand the importance of in-hospital patients having friends, family and loved ones by their side, to help protect against flu and other respiratory illnesses, as of Tuesday, March 10, patients at Renown hospitals will not be receiving visitors. If a family member or friend is at a Renown hospital, please telephone them. If there are extenuating circumstances, we will allow one designated visitor per patient through controlled entrances at both hospitals from 4 to 9 p.m. No visitors under the age of 12 will be permitted. These new rules will allow one visitor to stay overnight with laboring mothers, NICU, pediatric and palliative care patients. Approved visitors will be subject to screening before entering by answering a series of questions about any recent symptoms of respiratory or influenza-like illness prior to entering a Renown facility. Access to Renown hospitals (Renown Regional Medical Center and Renown South Meadows Medical Center), is through the main entrances and the emergency room entrances only. Volunteers: For the safety of our volunteers, we have temporarily suspended volunteer operations at Renown until further notice. Events at Renown Locations: To ensure the health and safety of our community, we have cancelled upcoming community events scheduled at Renown and Hometown Health locations. Protecting  Yourself: You can protect yourself the same way you would protect against other viruses with a few common-sense practices. Wash your hands thoroughly and often. Make sure you are cleaning between your fingers and under your nails. Use alcohol-based sanitizers when soap and water are not available Use disposable tissues when coughing and sneezing; dispose of carefully and promptly. If tissues are not available, direct your cough or sneeze into the crook of your arm/sleeve Avoid touching your eyes, nose, and mouth with unwashed hands. Clean and disinfect frequently touched objects and surfaces. Avoid close contact with anyone who has cold or flu-like symptoms. Avoid shaking hands, especially with those who appear to be ill. Disinfect shared surfaces. Practice social distancing. Stay home when you are sick. If you have fever, cough, gastrointestinal, or respiratory symptoms please call the Free Respiratory Health Line at 775-982-5000. How to Get Accurate and Reliable Information: We continue to advise our community regarding the importance of accurate sources of information, and to provide regular updates. Any decisions and information related to COVID-19 will be shared via official Renown Health communication channels. For up-to-date information on Renown’s approach to keeping our community safe, visit our website at https://wwwenown.org/covid-19.r/.  About Renown Health Renown Health is a locally governed and locally owned, not-for-profit integrated healthcare network serving Nevada, Lake Tahoe and northeast California. Renown is one of the region’s largest private employers with a workforce of more than 7,000. It comprises three acute care hospitals, a rehabilitation hospital, the area’s most comprehensive medical group and urgent care network, and the region’s largest and only locally owned not-for profit insurance company, Hometown Health. Renown has a long tradition and commitment to continually improve the care and the health of our community. For more information, visit renown.org

Read More About Renown Health Implements New Visitor and Respiratory Care Restrictions To Address COVID-19