Introducing Values in Action and Universal Service Standards
We introduced two initiatives in 2015 to make our service standards universally exceptional.
Our Values in Action (listed below) are based on the foundational Values afforded to us by the Franciscan Sisters of Mary and define specific behaviors that will help us deliver an exceptional patient and customer experience.
Our Exceptional Service Expectations (listed in the graphic) are based on data and evidence-based best practices and meant to guide the way we treat each other and all of those we serve.
Compassion in action: I communicate with others in a positive manner, striving always to be timely, courteous and clear.
Respect in action: I am fully present to the person in front of me, always listening and responding with empathy.
Excellence in action: I take pride in my work and always hold myself and my team accountable for ensuring a safe, healthy and healing environment for all.
Stewardship in action: I embrace change and continually seek more efficient and effective ways to do my work.
Community in action: I am a team player and model a positive attitude at all times.
Delivering Exceptional Services
In 2015, SSM Health further enhanced the patient and customer experience by introducing new and expanded services that offer convenience and connectivity.
Showcasing an Exceptional Patient Experience at the 2015 SSM Health Leadership Conference
Our patient and employee keynote speakers at the 2015 SSM Health Leadership conference shared their inspirational stories of compassion, respect, excellence, stewardship and community. See more from the Leadership Conference »
Patient Testimonials: Heather and Evie Grace
Heather Morgan talked about the care her daughter Evie received from SSM Health Cardinal Glennon Children's Hospital doctors and staff. "Remember that although you are just one person in this world, you could mean the world to one person. Evie's doctors are our heroes and they mean the world to us." Watch Heather's video »
Innovators Awards: People's Choice Award
St. Mary's Hospital in Madison, Wisconsin, initiated a program between nursing staff, pastoral care and volunteers to provide comfort to patients at the end of life. That program was boldly called "No One Dies Alone." Learn more about "No One Dies Alone" »
Pictured: Bill Thompson, President/CEO of SSM Health, presents Joanne Johnson, director of volunteer services at St. Mary's Hospital in Madison, Wisconsin, with the People's Choice Award for "No One Dies Alone." Employees from across the system voted for their favorite Innovators Award winner to determine the winner
Employee Keynote: Comforting Hospice Patients through Music Therapy
SSM Health at Home's Peaceful Harmony music therapy program offers spiritual support and social engagement for hospice patients. Due to the program's success, it became a regular offering in 2015. Watch a video of music therapist Kelli McKee who shares more about the program.
Giving the Gift of Sight
SSM Health St. Francis Hospital - Maryville began partnering with Saving Sight, one of the largest eye banks in the country, to coordinate eye donation.
Saving Sight was able to provide nearly 3,000 corneal transplants in 2015—an average of 8 people per day thanks to the generosity of eye donors, their families, and partners like St. Francis Hospital.
Introducing Interactive Virtual Therapy Program
SSM Health at Home began offering an innovative therapy program to its patients in Northwest Missouri. Partnering with Northwest Missouri State University, patients in the region now benefit from nationally recognized recreation therapy called It's Never Too Late (IN2L). The virtual platform, administered by SSM Health at Home caregivers, offers interactive modules that focus on hand-eye coordination and cognitive and motor skills. IN2L is proven to advance rehabilitation, recreation, cognition and health outcomes in older adults.
"They didn't just save my life one time, they saved it over and over and over again. They didn't stop. They never gave up on me."
Truly a Miracle
A "series of miracles" is how first responders described 14-year-old John Smith's survival. The boy spent 15 minutes underwater after falling through an icy lake and had no heart beat for more than 45 minutes while doctors and nurses tried to revive him.
Here We Grow Again
We continue to invest in important new growth that helps us meet the changing needs of those who depend on us.
SSM Health welcomed its first adult academic medical center—SSM Health Saint Louis University Hospital—in September.
With the addition of Saint Louis University Hospital to the SSM Health family, we will better meet the needs of patients, as well as employers and payors, who are looking to partner with health systems that can provide the full range of health care services, including the expanded breadth of specialists that an academic medical center can provide. SSM Health has also committed $500 million to build a new hospital and outpatient center by 2020.