At SSM Health, we are on a journey to transform the health care experience. Guided by our Mission and Values, we are working to ensure we deliver an exceptional experience in every interaction, whether it's online, on the phone, or in person. We do this by consistently providing exceptional safety, quality and service in every location across the system.
We get to know you better as a person, so we can treat you better as a patient.
Every day, our more than 33,000 employees, 9,500 physicians and 4,600 volunteers go above and beyond to really get to know our patients and customers, so we can understand their individual needs and treat them better as a patient. That is how we provide exceptional care and service. It’s what our patients tell us in countless phone calls and letters, and through consumer focus groups and other research.
In August 2016, we introduced a series of new television, radio and print advertising across St. Louis, Mid-Missouri, Maryville and Southern Illinois. The campaign continues to spread the word about who we are, and also highlights what sets us apart.
SSM Health in Wisconsin also had something to celebrate in August as the region’s three hospitals, more than 60 medical group locations and two care centers came together under one unified brand: SSM Health. Each SSM Health campus in Wisconsin took part in the festivities with the unveiling of new names, logos, signage and advertising campaigns. The system office, post-acute services including SSM Health at Home, Mid-Missouri, Northwest Missouri, Southern Illinois and St. Louis regions have already introduced the SSM Health name and brand promise. The Oklahoma region will introduce our system brand in 2018.
In June 2016, SSM Health introduced a new feature in the Epic electronic health record that streamlined the check-in process to help get patients in exam rooms faster.
The Epic Welcome kiosk was piloted in the Ambulatory Care Center at SSM Health Cardinal Glennon Children's Hospital in St. Louis. Just two months later, the service was then introduced at all 26 SSM Health Express Clinics at Walgreens locations across St. Louis, adding yet another level of convenience.
Now any patient with an appointment can easily check themselves in electronically, verify important information and complete consent forms. These enhancements mean patients spend less time waiting during the early stages of their office visit, and registration team members spend less time on the registration process for each patient.
New SSM Health Provider Finder service features transparent provider satisfaction data
New SSM Health Provider Finder service features transparent provider satisfaction data In March 2016, SSM Health took yet another step to enhance the patient experience by launching our new Provider Finder service in St. Louis. This online database of SSM Health medical staff features patient comments and satisfaction ratings, commonly called “star ratings.” It also includes an enhanced provider search with provider profiles and appointment scheduling options.
SSM Health is one of just 25 health care providers across the country to publically report provider satisfaction ratings. By offering this service, we give our patients more tools that can help them make confident choices when selecting a physician.
SSM Health’s Mid-Missouri region launched the new Provider Finder service in November 2016, while our Maryville (Missouri), Illinois and Wisconsin regions launched earlier this year.
Here We Grow Again
SSM Health unveils plan for new $550 million academic medical center
SSM Health unveiled a Master Facility Plan for the new $550 million SSM Health Saint Louis University Hospital and outpatient care center in June 2016. The new 316-bed, 802,000 square-foot hospital will include all-private patient rooms, larger intensive care units and an expanded emergency department. The new outpatient care center will expand outpatient surgery services and provide additional clinical space for SLUCare Physician Group practices. Dedicated educational space throughout the facility will allow SSM Health and Saint Louis University to better train future physicians and health practitioners.
Groundbreaking on the new campus is slated for August 2017, with an estimated completion date of Sept. 1, 2020.
SSM Health partners with Department of Defense on electronic patient data exchange
In September 2016, SSM Health announced we are enhancing patient safety and care delivery for tens of thousands of U.S. Department of Defense (DOD) employees, dependents and retirees, thanks to a new relationship that enables secure electronic patient data exchange with the DOD.
Now, SSM Health physicians and other clinicians in Illinois, Missouri and Oklahoma can securely access patient records of DOD active duty military and civilian employees, retirees and dependents who receive care at DOD health care facilities. Similarly, the DOD can now access SSM Health patient records when needed to help deliver better care to patients in DOD facilities.
This ability to securely exchange records helps caregivers at both DOD and SSM Health facilities make faster and better care decisions, avoid duplicating expensive tests and ensure that DOD patients receive the safest and best care possible.
Patients, customers can now pay hospital bills online through MyChart
Prior to 2016, patients already had the option to pay physician practice bills through MyChart. Last year, SSM Health began offering customers the option to also pay their hospital bills through MyChart. The new feature became available in February and, by year’s end, MyChart users who took advantage of the new service had completed nearly 20,000 transactions.
By using online bill pay, SSM Health patients will see their payment post immediately to their account and a 15 percent prompt pay discount is automatically applied (if payment is received within 30 days of the statement).
Patients also have the option to submit a question or request information regarding their bill to Patient Business Services. This type of personal attention and the quick turnaround times have helped make the SSM Health experience even better.
2016 SSM Health Leadership Conference: Building Community from the Inside Out
More than 550 employees from across SSM Health's four-state system came together in June 2016 for the annual SSM Health Leadership Conference in St. Louis. Our event - themed ‘Building Community from the Inside Out’ - focused on the many ways SSM Health employees, physicians and volunteers build community with our patients and customers, but also with our colleagues, our community partners and many others.
Attendees heard from various external speakers on fostering and building community in their respective industries and throughout the world. Eight employee and physician keynote speakers from across the system also shared their inspirational stories. Each of the keynote speakers were nominated by their colleagues, and selected from more than 100 entries. In addition, four patients provided personal accounts of their experiences at SSM Health. New in 2016, two SSM Health volunteers also shared their inspirational stories of community and service.
Patient Testimonials: Stephanie Kettmann-Hall
Keynote speaker Stephanie Kettmann-Hall's story began with neonatal surgery more than 30 years ago at SSM Health Cardinal Glennon Children's Hospital in St. Louis. More chapters were added over the years as she underwent a series of life-saving heart surgeries, through which she built relationships that will last a lifetime. She calls her cardiologist her "hero and second dad" and has named an SSM Health nurse the "grand-nurse" of the baby she and her husband recently adopted. Watch the video below to find out more about why this 30-year-old is still a “Glennon Kid.”
Employee Keynote: Teresa Parker
Teresa Parker, a Family Therapist with SSM Health Treatment and Recovery Center, in Baraboo, Wisconsin, shared her experiences in working with people who struggle with both chronic addiction and serious mental health disorders. Her message was focused on the power we have to renew and give hope.
SSM Health opens clinics at 26 St. Louis area Walgreens locations
SSM Health assumed operation of 26 retail health clinics within Walgreens stores across the St. Louis region in August 2016. The SSM Health Express Clinic at Walgreens is an extension of the SSM Health Medical Group, offering consumers improved access to the high-quality, and compassionate care provided by SSM Health in convenient neighborhood locations. By combining the convenience of Walgreens locations with the personalized care and expertise of the SSM Health Medical Group, we are further improving the health system’s ability to offer exceptional care where and when patients need it. The clinics provide the same services previously offered by Walgreens Healthcare Clinics, including sports physicals, vaccinations and treatment for a range of common illnesses and injuries.
One patient already took time to share his great experience:
I am writing this to let you know of a very positive experience I had as a patient at one of your new SSM Health Express Clinics at Walgreens. First, scheduling the appointment online was very convenient, and when I arrived, the nurse was ready to see me right away.
Second, I need to express my appreciation for the nurses/practitioners who treated me that day. I was there to obtain some routine vaccinations, but (due to some apparent needle fright), I became lightheaded after my first shot. The caregivers at the clinic went above and beyond to make me feel comfortable, to assure me that I would be fine, and to make me laugh along the way. They were very easy to talk to and very patient--in fact they both stayed beyond the closing time of the clinic to make sure I was ok (I ended up just fine). It was clear that they cared about me and my well-being.
The clinics are integrated with SSM Health's electronic health record and billing systems for greater continuity of care and a seamless patient experience — whether a patient visits an SSM Health physician, hospital, urgent care or SSM Health Express Clinic at Walgreens.