By Dave Gorgon
Amy Kaufman Eddy, administrator at Henry Ford Health Center-Brownstown, says those who deliver services at the West Road facility don’t do it to win awards.
Still, they’re proud to be recognized for their outstanding outpatient services as recipients of the prestigious Press Ganey Summit Award – because the award honors achieving and sustaining excellence in patient satisfaction.
Press Ganey measures the quality of care in 10,000 medical facilities across the country. The Summit Award is presented to top-performing facilities that sustain the highest level of performance for three or more consecutive years.
As one of just 98 organizations to receive the award in 2011, HFHC- Brownstown was honored the third consecutive year and the sixth year in all. The Brownstown health center also has been recognized emergency services and surgical ambulatory surgery.
“It is dedication to a culture of continuous improvement that has allowed us to consistently achieve success for both our patients and employees,” said Kaufman Eddy. “This approach has worked every quarter every year since HFHC-Brownstown opened in 2006.”
Formerly known as the Center for Health Services, the Brownstown facility is located at 23050 West between I-75 and Telegraph Road. It serves residents of Southern Wayne County and Northern Monroe County.
HFHC-Brownstown offers 24/7 emergency room care, plus walk-in appointments for a variety of clinical needs, including laboratory and radiology services. A Henry Ford Wyandotte Hospital affiliate, the Brownstown site provides same-day surgeries, a sleep-studies center and physical offices for allergy, dermatology, pediatrics and other specialties.
Elective same-day surgeries include cosmetic/plastic, ophthalmic, orthopaedic, pain management, endoscopy, podiatry, gynecology and urology.
Women can take advantage of spa-like facilities to have their yearly mammogram performed with digital mammography technology, allowing for a shorter exam time and more accurate results.
There’s even an on-site pharmacy.
“Our Brownstown facility is a state-of-the-art facility that offers convenience and high-quality care,” said Dr. Melissa Wylie, a pediatrician with Downriver Pediatric Associates PC, housed in the health center. “There’s no need to drive across town for an appointment, lab testing, surgeries or even an emergency. We’re right in people’s backyard.”
Kaufman Eddy said: “One of the primary reasons Henry Ford Health Center-Brownstown was opened was to serve as an extension to the hospital and bring care to the people in the community.”
As the “healthcare landscape” changed, patients throughout the country began requiring more outpatient services and less inpatient service – “the goal being: how do we better care for patients so they don’t need to be hospitalized?”
HFHC-Brownstown became a “one-stop shopping” facility with a “model, cutting-edge ambulatory center so we can fill that role in the community,” Kaufman Eddy said.
The ER is one of the top features of the Brownstown facility. Kaufman Eddy said there is “virtually no wait” and the length of stay in the ER is “under two hours.” In fact, staff worked to improve a key part of the outpatient experience — wait times — one of the factors in the Summit Award recognition.
The facility has 150 employees with “passionate dedication” — and many of them have worked at Henry Ford Wyandotte Hospital, the administrator said. If patients require hospital care, they can be transported quickly to the hospital.
“For the most part, we transport every day from our facility to Henry Ford Wyandotte,” Kaufman Eddy said. “We do it very well. We get them stable and transport them to a place for inpatient care.”
She said performance excellence is a staple of the entire Henry Ford Health System, which was named a 2011 Malcolm Baldridge National Quality Award recipient — one of only four recipients across the country and the only organization to win it in Michigan.
The award was established in 1987 by Congress to promote quality awareness, to recognize quality and business achievements of U.S. organizations and to publicize the organization’s’ successful performance strategies. It is considered America’s highest honor for innovation and performance excellence.
As for the Press Ganey Summit Award, Kaufman Eddy said HFHC-Brownstown is both “honored and humbled” to be recognized for “the excellent quality of care and service we are providing to Brownstown and surrounding Downriver communities.”
“This award,” she said, “proves that we’re upholding our vision and values as a part of Henry Ford Wyandotte Hospital and Henry Ford Health System every day — and it shows to our patients.”