Chief Executive Officer
Maintaining clinical excellence will continue to require more traditional models of medical oversight and clinical improvement. The future of clinical excellence, however, will require agility, creative partnerships, the graceful flow of information among care teams, and the extension of clinical talent and expertise through secure telehealth solutions and remote monitoring.
Beacon Care Coordination provides patients with the right care at the right place and at the right time. With a primary emphasis on assisting CHA (Medicare) ACO patients, the free service is provided by the Beacon Ambulatory Care Coordination Group in collaboration with all Beacon entities. The Beacon Care Coordination team includes three registered nurses, a social worker and a coordinator serving in a community health worker/health coach role.
In 2018, Beacon Medical Group introduced Mosby Elsevier Clinical Skills to the clinical staff to enhance, standardize and validate clinical skills. In our first year, we assigned over 7,200 Mosby skills to over 1,360 Beacon Medical Group associates with a 99 percent completion rate.
Quite simply, when it comes to health care, good is not good enough. We welcome the challenge and complexity that comes with making a difference for the people for whom Beacon cares.
Chief Human Resources Officer
Beacon is blessed with thousands of associates and physicians who represent the full spectrum of skills, education and perspectives, all requiring that we understand and manage to generational preferences and viewpoints.
In 2018, Beacon began sending text-based surveys to associates to ask about their work-related experiences. The Beacon Experience Promise, or BXP, surveys enabled immediate associate feedback to inform manager effectiveness and engagement levels. The engagement survey includes nine questions that associates assign a one- to five-star score as well as an open-ended comments section. Scores measuring associate engagement, experience and balance have increased since the survey launched in April 2018.
Chief Marketing and Customer Experience Officer
Because the adoption of high-deductible plans has increased out-of-pocket costs for many patients and families, people are much more likely to view themselves as customers.
Since 2017, Beacon has used a real-time, text-based survey tool that provides valuable feedback from patients. The five areas we survey are outpatient services, inpatient stays, urgent care visits, emergency department visits and Beacon Medical Group visits. In 2018, we received a record number of surveys from our patients, and all areas showed improvement. In fact, more than 80 percent of the comments we received from nearly 50,000 surveys were positive about their Beacon experiences. The information we receive from our customers is immediately actionable, which allows for timely service recovery and the sharing of feedback, and has positively impacted our service culture throughout Beacon.
In 2018, Beacon began offering our urgent care patients a way to save their spot online for any of our three MedPoint Urgent Care centers. Patients can reserve their appointment online before they arrive, and spend less time in the waiting room, by visiting BeaconSaveMySpot.org. Customers can also see current walk-in wait times and a list of available services. Approximately 25 percent of our MedPoint patients are reserving online prior to their arrival.
We also introduced online patient self-scheduling for Beacon Orthopedics & Sports Medicine. Appointments can be scheduled 24/7 online at BeaconOrthoDocs.org or by calling 574.647.2677 between 8 a.m. and 5 p.m. Monday through Friday. No referrals are needed. Our experts specialize in: foot and ankle, hand, wrist and elbow, knee, hip, shoulder and orthopedic oncology.
Online scheduling services for Orthopedics & Sports Medicine and Urgent Care demonstrate Beacon’s commitment to bringing convenient, connected and coordinated care to the communities we serve on our growing digital platform.
Chief Strategy and Growth Officer
The decision on where to provide various types of care is based on several factors, including whether the services are already provided locally, the quality of services being provided, the economic feasibility of providing a certain level of services and the opportunity to provide services where they don’t exist today.
During 2018, we welcomed Community Hospital of Bremen to the Beacon family. Working together with the hospital’s leadership, a new short-term Skilled Nursing and Rehabilitation Services program was initiated, giving patients in our community a new option for transitional care while remaining in the hospital. Skilled nursing and rehabilitation services allow patients to focus on therapy progression in a familiar environment without interruption. The goal is to have patients return to home independently or with the help of available community resources.
Two new projects started in 2018 will provide new access points for patients in our community while providing the same high-quality health care – Beacon Granger Hospital and Franciscan Beacon Hospital in LaPorte. Both projects are small acute care hospitals that will have 24-hour emergency departments. The facilities are designed to meet the needs of patients when and where they need it. They provide a smaller, more patient-friendly model and higher patient satisfaction without sacrificing the highest in professional and expert care.
Other Smart Growth opportunities included opening a new outpatient physical therapy location under Beacon Health on the Beacon Medical Group LaPorte campus and partnering with physicians at the South Bend Specialty Surgery Center in Toscana Park in Granger.
Chief Financial Officer
Beacon is actively managing financial pressures and preparing for a more streamlined future. Beacon utilizes a number of financial management technologies, including concurrent operational dashboards, robust financial reporting tools and benchmarking to create smooth and efficient workflows that easily highlight areas of opportunity to improve fiscal performance.
Beacon’s bond rating was affirmed at the AA- level with a stable outlook from Standard & Poor’s, a very solid rating for the health care industry and a direct reflection of our overall financial strength.
Last year was very positive for Beacon from a financial standpoint with a strong operating income and balance sheet. Much of the operating income was the result of growth for Beacon. Our balance sheet strength allows us to reinvest in ourselves, including raises for associates and buying new equipment, for example.
Additionally, our concerted effort in reducing reimbursement denials across the health system resulted in significant success. Teams from Beacon Finance and the Revenue Cycle worked proactively and diligently toward this positive achievement.