Earlier this month one of the leaders at MCMC forwarded a complaint from a former patient. This patient was highly displeased with the care she received from a particular provider sometime in 2017 and indicated that she was “never going to return to MCMC” because this provider was rude to her. While this reaction to poor service is understandable, it didn’t really make sense to me. I had never heard of this provider—it turns out that this provider was at MCMC for a brief time before finding employment elsewhere.
While this questionable provider soon left MCMC (and that was a positive outcome for both the provider and MCMC patients!) it points to our top priority. Recent surveys highlighted “Provider Turnover” as the number one problem that MCMC needs to fix in order to earn back trust from the leadership, citizens and patients of this community. Further evidence of this problem can be seen in the nearly 50% drop in our clinic volume. In 2018 MCMC saw about 6,900 annual visits compared to earlier in the decade where an annual high of 13,400 visits was the norm. Similarly, inpatient days dropped from a high of 1,200 days to about 650 in 2018.
The negative statistical trends in these two key areas are driving the negative financial results at MCMC. To reverse the financial trend over the last decade we need to first reverse our negative statistical trends in the clinic and hospital. When any one of us looks for a new house, real estate brokers tell us that housing prices are driven by location, and we hear the mantra “location, location, location” from the brokers. At MCMC, the mantra “volume, volume, volume” is just as valid.
While some of our provider losses were welcome (see above), many of the providers that have moved on from MCMC to other positions were trusted and skilled clinicians and the loss of their expertise, and the consequent loss of trust in MCMC, resulted in the loss of patients here.
So, what are we doing to reverse these trends?
In January, we hired Dr. Steve Snow as our Chief Medical Officer who is also our Internal Medicine Physician. And in February, we hired Dr. Atul Mishra to lead the development of Pediatrics at MCMC. Our clinic has expanded with two recent additions who are rooted in this community: Paige Moser and Tracy Hansen. Later this year Dan Bequillard, PA, (leadership and clinical experience developed in the Army) will join us in Emergency Medicine. We are also adding more psychiatry and psychology services in early Fall and continue to focus our outreach services with providers that are of both high quality as well as committed to our patients at MCMC. Finally, we are developing work plans to bring additional, high quality specialties to MCMC patients.
In short, we are trying to do a better job of identifying, recruiting and retaining high quality providers. If we fail at this job, we will fail to satisfy the community’s need for high quality care close to home. Failure to achieve this will mean continued low patient volumes and continued financial losses. Failure is not an option.
I truly feel we have a very strong medical staff you can trust to provide better and more personalized care, close to home. Click here to meet our providers.