Feel It. Believe It. Become a Part of It.
Why work at a personal sized hospital? Because you can make a difference and be known for it. At Pekin Hospital, we're building the best healthcare team around the guiding vision to provide personalized care in a hospital setting that is just the right size for patients to feel relaxed and confident in their care.
There is something else you should know about Pekin Hospital. We have something that makes us very special... the "Personal Size. Personal Care." initiative. There are many goals within this initiative, one of which is to give our employees a voice. We encourage our physicians, nurses, office, environmental and food service staff to get involved in our many endeavors to set policies and procedures. We care about our employees, and we do all that we can to make sure they are happy in their jobs. After all... this hospital is nothing without the people who make it work.
To assist in meeting our goals for patient, customer, employee and physician satisfaction, we acquired the services of The StuderGroup from Gulf Breeze, Florida. The basis of strengthening the culture here begins by recognizing employees and physicians and reminding them how their contributions can lead to providing world-class healthcare. The philosophy is: By working in healthcare, we have great purpose and value and we do worthwhile work. We should never underestimate the difference we can make in a person's life.
Why The StuderGroup Training?
Their philosophy and the hospital's Mission and Vision were a perfect match. Our Vision states, "Pekin Hospital will be the place where the public turns for high-quality healthcare, where physicians want to practice medicine and healthcare providers are eager to work."
We also do not look at this as a program, but a way to becoming the best hospital. Together we have created a "Road Map to Excellence."
A Service-Driven Culture
Pekin Hospital is also aligning with the Lincoln Foundation and the Baldrige National Quality Program, which set the criteria for performance excellence in healthcare. Using their criteria, performance in healthcare outcomes, patient satisfaction, operational staff and finance are assessed. These changes result in an additional benefit as communication, productivity and achievement of strategic goals improve. This cycle continues as employee and physician satisfaction become a great source of pride for Pekin Hospital and our community. We are already seeing astounding results as we continue to strive for 100% satisfaction in all areas.
The Five Pillars
The five pillars provide the foundation for setting organizational goals and provide the framework for the evaluation process. Employee leadership teams are formed, goals are set by the five pillars in all departments, and the successes are then measured through Press Ganey and Associates against other hospitals nationwide. Service and quality are the driving forces to inspiring results through a combination of service excellence, leadership development and accountability. Through the five pillars, not only is employee and patient satisfaction at the top of the list, but physicians are also important and play a huge part in the success of the hospital.
Noticeable changes have been documented. Inpatient admissions are up, procedures are up, and patient satisfaction scores are up. Our Home Health Department scored the highest raw score in the nation because of their commitment to excellence. Services are growing: Seven new physicians have moved to the community and are practicing here. Construction is complete on a new OB/GYN floor, The Baby Place. Our emergency room satisfaction scores have been above 93% since 2001 and have been 99% since last May. Proudly, we have been sharing our journey toward excellence with 13 hospitals throughout the United States who have heard the news.
Because of the commitment our employees and physicians have made and the feelings of passion they have for healthcare, we can provide more personal care for our patients that results in better outcomes because this is a culture that can endure.