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Adventist GlenOaks Hospital leader’s goal: Patient satisfaction

Media contact: Lisa Parro, senior public relations specialist, Adventist Midwest Health, Lisa.parro@ahss.org

 

Glendale Heights – Rich Roehr admits he didn’t know much about hospital patient satisfaction surveys when he was appointed to lead a team charged with measuring, interpreting, and communicating progress toward patient satisfaction scores at Adventist Midwest Health’s four suburban Chicago hospitals. Eighteen months later, Roehr is recognized as one of the organization’s in-house experts on how patients perceive their care at the four hospitals. He is passionate about helping hospital employees find the best way to deliver care efficiently without compromising patient satisfaction.

 

Adventist GlenOaks Hospital’s facility director since 2005, Roehr also is responsible for overseeing all aspects of the patient experience. His measurement team distills a complex set of historical data on patient satisfaction scores from various units in all four hospitals and develops user-friendly, easy-to-read reports for hospital leaders on a timely basis.

 

“Rich has a curious interest in learning how the rest of the hospital functions and does everything possible to support the delivery of care,” said Brinsley Lewis, chief executive officer of Adventist GlenOaks Hospital. “He has a passion for excellence.”

 

For his commitment to Adventist Midwest Health’s mission of extending the healing ministry of Christ, Roehr was one of five Adventist Midwest Health leaders to receive the organization’s pillar award at the quarterly leadership development institute June 22.

 

Earlier this year, Roehr’s measurement team also launched a new interdepartmental survey tool for the organization’s non-clinical areas. The survey provides a snapshot of employees’ perception of the services provided by the human resources, finance, marketing and other support departments.

 

“Those of us in non-clinical jobs are here to make the lives of our physicians, nurses and other clinicians easier so they can focus on patient care, which is our organization’s top priority,” Roehr said. “To learn how to do that better, we have to open up the lines of communication to determine what processes need improvement.”

 

At GlenOaks, Roehr leads a patient experience committee that already has taken steps to improve patient satisfaction, including installing a privacy curtain in the same-day surgery patient locker room and purchasing a coffee maker for the surgical waiting area.

 

“Healthcare consumers have more information than ever before and our hospitals are located in an extremely competitive market,” Roehr said. “That’s why it is crucial for us to pursue excellence every day in everything we do. Every piece of the puzzle matters, from the way we greet our visitors to the food we serve to the services we provide.”

 

Roehr serves as the hospital’s representative on Glendale Heights’ governmental agency partnership (GAP) and is immediate past president of the Healthcare Engineers Society of Northern Illinois. He is pursuing his master’s degree in business administration from the University of Phoenix. He and his family live in Oswego.

 

Pillar award nominations are solicited from Adventist Midwest Health’s senior leadership team. To be eligible, nominees must demonstrate commitment to the organization’s “S.H.A.R.E.” standards of behavior: Sense, Help, Acknowledge, Respect and Explain. They must also demonstrate measurable results on the quarterly goals set for their departments. These goals are organized under the seven categories, or pillars, of spiritual life, people, clinical, service, community, growth and stewardship.

 

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Adventist Midwest Health includes Adventist Bolingbrook Hospital, Adventist GlenOaks Hospital, Adventist Hinsdale Hospital and Adventist La Grange Memorial Hospital.  To find a physician, visit www.keepingyouwell.com.