In 2008 Allegan General Hospital was a very good organization but we knew we could be better. We had recently implemented initiatives to improve our customer service, financial performance, and employee satisfaction with some success. However, we recognized that to make profound changes in the organization we needed a more comprehensive strategy to completely transform the culture.
In November 2008 we joined the Studer Group Rural Health Partnership and the journey began. The results we've achieved over the past four years in almost every area of the Hospital have significantly exceeded our expectations. Customer service scores have increased dramatically and we currently have the highest HCAHPS scores in our local area.
Patient volume and profitability have also increased. We were able to secure a $17 million Bond issue to provide needed infrastructure improvements to the facility and to institute new IT and EMR systems for the hospital and the physician practices. This would not have been possible in 2008.
Voluntary employee turnover has been less than 5% for the past three years and our employee satisfaction has increased significantly. Allegan General Hospital has been named as one of Modern Healthcare's Best Places to Work in Healthcare for three consecutive years (2010 – 2012).
Quality scores and best practice initiatives have also increased earning us several Michigan rural Health Quality Awards over the past three years.
The fundamental reason for our improvement and success has been employee engagement. From the beginning our employees have been completely on board with our goal to be the best possible place for employees to work, for physicians to practice, and for patients to receive their healthcare. They are a committed and dedicated group of people who are making a positive difference with our patients, their coworkers, and the community. We have always recognized that our employees are second to none and now that they have the tools to excel the sky is the limit.
While we have made significant improvements over the past four years we recognize the need to keep striving to improve. We view our partnership with the Studer Group as a permanent relationship and we are eagerly looking forward to further growth and improvement in the future.