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West Park Hospital

  • Location: Cody, WY
  • Award: Healthcare Organization of the Month
  • Awarded: July 2015

“We are delighted to receive the news that West Park Hospital has been selected as the Studer Group® Healthcare Organization of the Month Award winner for July 2015,” Doug McMillan, West Park Hospital (WPH) CEO stated and went on to comment that: “This recognition from Studer is exciting based on their national leadership in health care customer service and evidence based leadership. WPH selection as the July Studer recipient is very well deserved based on the great job all the WPH staff and medical team have done in the implementation and hardwiring of Studer Principals which are integral in the WPH ‘ALWAYS Initiative’.”

Located at the gateway to Yellowstone National Park, West Park Hospital in Cody, Wyoming is somewhat unique. WPH is often referred to as a “Critical Access Hospital on steroids” in reference to the robust number of medical services and programs offered for the benefit of the community and region. In addition to our acute care beds, we have a 93-bed long term care center, 20-bed chemical dependency unit and an 8-bed stand-alone hospice house. With great foresight to best serve its constituents, the hospital partnered with Studer in the fall of 2012.

For the past 3 years, Service Teams have been restructured and refocused to include guidance outlined from a multitude of Studer best practices. Under the tutorship of our Studer Coach, Clay Linkous, much has been assimilated into the WPH culture and behavior standards. Long focused on our Mission of “putting our patients first”, the WPH team embraced Studer principles including: AIDET, LEAN, Hourly Rounding, Follow-up Discharge Phone Calls, M in the Box® and Workforce Engagement Best Practices.

The hospital supports consistent training and education to enhance the patient experience. We thank Studer for the recognition of the following patient experience outcomes that earned the hospital the July Healthcare Organization of the Month Award:

  • “Emergency Department Percentile Rank in Overall Rating over 75th Percentile over the last consecutive 5 quarters.
  • 7 out of 9 of the HCAHPS domains above the 80th percentile for 2015
  • 5 out of 9 domains above the 80th Percentile in 2014
  • 9 out of 9 HCAHPS domains have increased in percentile rank since the beginning of the SG partnership”
Since 2012, WPH managers have participated in 8 Leadership Development Institutes and most have also attended Studer's “Taking Your Organization to the Next Level”. All managers, including Senior Leaders, are accountable through the Leadership Evaluation Manager (LEM) and every employee has a standardized method of accountability. Guided by Studer’s LEM, WPH developed a Staff Evaluation System that has 60% personal development goals and 40% team performance goals for all levels of non-supervisory team members. Employee Orientation has been completely overhauled and revamped to incorporate best practices and tools from Studer.

 

Everything that occurs at West Park Hospital is because of the talented and dedicated team we have across all areas of the hospital. High employee morale is constantly demonstrated throughout the hospital and validated by the continuous valiant efforts of hospital employees. Recognition of that soaring level of employee confidence and optimism is a direct result of the just some of the various awards listed below that have been received since West Park Hospital began its Studer journey:

  • 2014 Healthstream Award for Most Improved Emergency Department-awarded to West Park Hospital’s Emergency Department for most improved patient satisfaction scores in 2013.
  • 2015 Modern HealthCare – Excellence in Governance Award – Awarded to West Park Hospital Board of Trustee Chair, Melissa Fraser, for Leadership Excellence.
  • 2013, 2014, 2015 Yellowstone Insurance Exchange, Jeff Martin Patient Safety and Quality Award
  • 2014 NAHC/HHNA Wyoming Nurse of the Year Award
  • 2014 Wyoming Activities Director of the Year Award
  • 2013 Home Care Elite Award – West Park Hospital Top 100 of the 2013 HomeCare Elite
The healthcare industry has experienced many changes over the years and more changes are seen for the future. With the help of partners like Studer Group, West Park Hospital embraces those changes and moves forward with strategic initiatives and innovative services, keeping the following mantra as the basis for all that we do: Be the Employer of Choice for our employees, provide an excellent environment for our physicians to care for their patients, and provide high quality care to all of our patients.

 

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