The Memorial Health System is a not-for-profit integrated health system governed by a volunteer board of community members that are committed to providing comprehensive services that meet the needs of our region. Sitting on the border of Ohio and West Virginia, we are the dominant provider of care in a 2,400 square mile service area. We are a network of services provided by nearly 3,000 employees and include two hospitals, outpatient service sites, and provider clinics. We partner with our providers to deliver quality care and service with an additional focus on medical education and community service. Signature Care lines are focused around Oncology, Bariatrics, Orthopedics and Cardiology. The health system is home to one of the busiest robotic surgical programs in the country.
Our vision is to be the unparalleled service leader and the region’s preferred provider of health services.
We began our journey with Studer Group in 2013 when we made the commitment to be in the top 10 percent in the nation for service and patient satisfaction. Our organization wanted to move our service level from good to great and increase our HCAHPS scores and our previous efforts had not made the impact we needed. Since that time, our organization has been on a transformational journey to deliver the highest quality, patient-focused care in the safest environment for our patients and community. We began with our leaders and Quint Studer’s book, Hardwiring Excellence, to guide our improvement efforts. We have invested a tremendous amount of resources and time hardwiring Evidence-Based Leadership℠ and the Must Haves®, such as leadership development, improved communication at all levels of the organization, Hourly Rounding®, staff huddles, high, solid, low conversations, staff recognition and thank you notes.
We follow up with our patients once they have been discharged using our Contact Center nurses to assist in care transitions and satisfaction.
In the past couple of years our providers have joined the journey and worked with Studer for training, coaching and skills labs. Their engagement is crucial to our success and has proven to be important in moving our scores.
Concurrently, the organization embraced the Leader Evaluation Manager® (LEM) system putting us on the path to becoming a goal-driven organization. This has included focusing our alignment of system goals to the pillars we’ve established within our organization.
We are honored to be named as the Studer Group Healthcare Organization of the Quarter for our Emergency Department’s sustained improvement of scores. Our teams are passionate about their commitment to these efforts and our journey to excellence.
Some of the health system’s other awards include:
- HealthGrades Patient Safety Award for 2017 (third year in a row)
- HealthGrades Five-Star Recipient in the Treatment of Heart Failure 2017 (second year in a row)
- Studer Group® Healthcare Emergency Department of the Quarter Award winner for all three Emergency Departments, July – September 2017
- Advisory Board Workplace of the Year Award Winner 2017 and 2018
- Ranked 16th by Nurses.org for Best Hospitals in Ohio for Nurses in 2017
- Silver Beacon of Excellence from the American Association of Critical Care Nurses in 2017
- 2018 HealthGrades America’s 100 Best Orthopedic award