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Mercy Hospital of Willard

  • Location: Willard, OH
  • Award: Evidence-Based Leadership Healthcare Organization of the Month
  • Awarded: April 2005

Care You Can Believe In.

Mercy Health Partners has made believers out of its employees, physicians, patients and families - and now adds the Studer Group to its list of believers. Two hospitals in the Mercy system in particular, Mercy Hospital of Willard and St. Anne Mercy Hospital, have proven that Mercy delivers on its promise to provide Care You Can Believe In. The Studer Group honored these hospitals with its Fire Starter of the Month Award, selecting Mercy Hospital of Willard and St. Anne Mercy Hospital from among hospitals and healthcare organizations across the nation.

Care You Can Believe In means excellent clinical care and service for patients and their families. It means making responsible, mission-driven business decisions and a commitment to making Mercy Health Partners a positive and supportive working environment for employees and providers - it means ensuring Mercy Health Partners is a great place for employees to work, for physicians to practice medicine and for patients to receive care.

Mercy Health Partners, like most organizations, has a mission statement, a simple and eloquent statement that explains why Mercy exists and that drives decision-making. The key to Mercy’s success is its recognition that its reason for existence can be summed up in 23 words: ''to extend the healing ministry of Jesus by improving the health of our communities with emphasis on people who are poor and underserved.''

''Our mission statement is not just something we frame and hang on the wall,'' said Steve Mickus, president and CEO of MHP. ''We live our mission everyday. Whether at one of our seven hospitals, numerous outpatient locations, or Mercy College of Northwest Ohio, we strive to ensure that our core values of compassion, excellence, human dignity, justice, sacredness of life and service are never just words.Theyarealways reflected in our everyday decisions and actions. Because at Mercy Health Partners, we seek to be recognized not by what we say, but by what we do. We deliver on our promises - we deliver Care You Can Believe In.''

Mercy keeps its promise to deliver Care You Can Believe In by following a carefully developed strategy. Mercy employees know the organization must grow and manage its resources responsibly to live out its mission. Mercy achieves this by engaging the hearts and minds of the entire community with special emphasis on employees, physicians, patients and families through excellence in care and service. All MHP hospitals are supporting Mercy’s strategy as well as its journey from Good to Great through Service and Operational Excellence. Leaders at MHP are particularly proud that St. Anne Mercy Hospital and Mercy Hospital of Willard have been recognized by the Studer Group for their efforts.

In MHP’s Toledo Metro Division, St. Anne Mercy Hospital received the Fire Starter Award for its achievements in patient satisfaction. In the Emergency Department, St. Anne finished 2004 at the 95th percentile in Overall Quality of Care and Services. In achieving these results, this organization implemented the ''30 Minute Promise'' guaranteeing ER patients will see a physician in 30 minutes or less. In outpatient services, St. Anne closed last year at the 95th percentile, and the hospital ranked in the 88th percentile in inpatient satisfaction in Overall Quality of Care and Services.

Under the leadership of CEO Karen Connors and director of nursing and Good to Great champion Cheryl Gee, St. Anne Mercy Hospital is doing the right things for their patients. St. Anne is one of the newest facilities in the Mercy Health Partners family. This beautiful, full-service community hospitalwasdesignedspecifically for maximum patient comfort and convenience while delivering state-of-the-art care. In less than three years, demand for services at St. Anne already has spurred a major expansion - the hospital has increased its staffed beds by 73 percent to meet the needs of the growing number of patients choosing St. Anne. Expansion efforts underway now will increase the ER by more than 50 percent. None of this would have been possible without dedicated and engaged employees. Employees at St. Anne have embraced Mercy’s effort to move from Good to Great through a commitment to Service and Operational Excellence. J.D. Power and Associates also has recognized St. Anne for service excellence this year. Two other MHP hospitals, St. Charles Mercy Hospital and St. Vincent Mercy Medical Center, also received the honor of being named a J.D. Power and Associates Distinguished Hospital.

''It has been my privilege and pleasure to have a small part of the legacy that is being created at St. Anne Mercy Hospital,'' said Studer Group coach, Lauren Charles. ''Karen Connors and Cheryl Gee are first movers at this organization. They are truly making a difference in the lives of their patients, employees and physicians. Through their skills as senior leaders, they have motivated managers and staff at all levels to improve both the quality of care and the patient’s perception of care.'' For her part, Karen Connors says that Studer Group coaches Lauren Charles and Mitch Hagins ''were instrumental in our 2004 results. We could not have done it without them.''

Thanks to Mercy Hospital of Willard, residents of the rural community can receive Care You Can Believe In close to home. MHW offers patients superior, full-service care while actively engaging its local community in wellness education and injury prevention. In 2004, the hospital achievedbreakawayresults inpatient satisfaction. For inpatient satisfaction, MHW closed the year at the 99th percentile in Overall Quality of Care and Services and at the 93rd percentile for Overall Nursing Care. In outpatient, it improved to close the year above the 80th percentile in Overall Quality of Care and Services. As St. Anne has done, Mercy Hospital of Willard has engaged employees at every level in the journey from Good to Great. MHW achieved the highest employee satisfaction score for 2004 in all of Mercy Health Partners. MHW improved eight percentage points in employee satisfaction from 2003 to 2004.

''I love going to Mercy Hospital of Willard,'' said Studer Group coach Jeanne Martin. ''The commitment to making health care better is obvious. Sitting with their leadership team, you know they are serious about improving care for their community and fulfilling the ministry of the Sisters of Mercy.''

When he joined the organization in 2004, Bob Gospodarek embraced the opportunity to lead a mission-driven organization. He was pleased that his instincts had been correct - the MHW team truly was committed to delivering the absolute best possible care and service. Bob’s leadership team welcomed his efforts to set measurable goals and enhance the accountability process. Like all great leaders, Bob gives credit to leaders in his organization, but does not stop there.

''We have outstanding and dedicated leaders whose jobs are made much easier and more enjoyable thanks to the commitment of the front-line staff. We could not have made the progress we did last year without the enthusiastic participation of staff at all levels.''

Bob and MHW’s Good to Great champions Joan Kimmet and Judy Waldsmith also credited their Studer Group coach, Jeanne Martin, with providing excellent ideas, guidance and encouragement alongthehospital’sjourney.

The entire Mercy system is very proud of St. Anne’s and MHW’s achievement in garnering the Fire Starter Award. Mercy Health Partners is a not-for-profit health system in northwest Ohio dedicated to improving the health of people in its communities with emphasis on its 150-year mission of caring for all in need. Mercy Health Partners is composed of St. Vincent Mercy Medical Center, St. Charles Mercy Hospital, St. Anne Mercy Hospital, Mercy Hospital of Tiffin, Mercy Hospital of Willard, Mercy Children’s Hospital, St. Vincent & Medical College Life Flight, Mercy College of Northwest Ohio and Mercy Hospital of Defiance. Please visit www.mercyweb.org for additional information regarding Mercy Health Partners.

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