Backus Hospital continues to build upon a proven regional model of care that works in concert with Hartford HealthCare to provide the best possible care to the people of Eastern Connecticut where they live and work. Whether it’s providing increased access to primary and specialty care or developing sustainable programs to ensure those who are uninsured or underinsured get the care and health screenings they need, Backus is keenly attuned to the needs of the communities it serves. And, it has a highly trained and skilled staff engaged and empowered to make rapid change that can improve care and the patient and family experience.
Taking Care to the Community
In the spring of 2017, Backus will open the Center for Specialty Care in Plainfield. The 40,000 square foot facility, adjacent to the Backus Emergency Care Center, will house primary care, medical oncology, an infusion center, cardiology, a retail pharmacy and other services.
“This center is the next step for us. We are seeing more than 25,000 patients each year in our Plainfield Emergency Care Center which opened here in 2012. This building is an extension of our efforts to keep care local. This project is also a driver for the local economy creating jobs and eventually having more of our staff members working in the community to help with that growth,” said Backus President Bimal Patel.
Empowering Staff to Promote Continuous Improvement
More than three years into its H3W (How Hartford Healthcare Works) journey, Backus and its staff are engaged in the HHC operating model that promotes continuous improvement and respect for people. H3W workgroups throughout the hospital have completed projects that have improved patient outcomes and the patient experience including optimizing the use of the hospital’s operating room, improving access for disabled patients and parking for patients and their families.
In 2016, Backus began implementing Daily Management which strengthens the H3W operating model by incorporating fifteen minute daily huddles with standardized visual tracking for key metrics and results, daily coaching and follow-up making leaders more visible and giving staff the ability to make rapid changes to benefit the patient.
The Patient Always Comes First
As part of an effort to improve the patient experience, Hartford HealthCare and Backus Hospital have created a centralized Office of Patient/Customer Experience to provide service excellence and to address patient and staff concerns head-on. Strategic Experience Advisors partner with leadership and staff to establish best practice; and, patient advocates work directly with patients and their families to address concerns and complaints about their care.