Keith Gnagey, CEO
As a resident of Teton Valley and as the CEO of Teton Valley Health Care, I am concerned about how TVHC is perceived. If people in our community have a poor perception of our services, prices, or staff, they won’t come to us for their care. I understand that how we treat our patients determines how you (and the people you talk to) feel about the hospital. Like any service organization, if we don’t meet or exceed your expectations, you won’t be happy.
Teton Valley Hospital is a great little community hospital with a lot to offer. Our infection rates are always low (last year it was 0% …) and our clinical quality is high. Our patient satisfaction scores are consistently above 94% for both hospital and clinic services. We have very good equipment and staff. We have a 7×24 emergency room, clinic hours 7 days a week, and we employ over 150 people. In terms of the delivery of medical care and County economic impact, our 75 years of existence have been a crucial asset for Teton Valley.
I know that in the past we had billing issues and operational missteps. I know a number of people in the community were faced with those issues and because of their poor experience with TVHC they’ve chosen not to use our services. The good news is that we have made significant improvements in billing and other processes. The bad news is that many people don’t know that we’ve made clear, consistent improvements, and we believe we’re able to offer a better all-around patient experience.
It takes time to earn and maintain trust, especially after trust has been broken. If you avoid using our hospital or clinics because of a past experience or what you’ve heard second-hand, please give us the opportunity to change your mind. We’re still not perfect, but we are a lot better.
This year, TVHC is going to focus even more on you, the patient, and your family. You’ll see the following changes:
- We are training all staff to improve the customer experience. Just like 5-star hotels train their staff to make the customer experience better, we are training all of our staff to better serve you and understand your personal needs. If one of our staff does not meet your needs, please let me know.
- We’re improving the look and feel of patient rooms and exam areas such as our blood draw room, clinic admissions, and medical imaging suites. We are replacing our X-ray/fluoroscope with up-to-date equipment and we’re redesigning the X-ray room. The lab room is now complete. Look for the new X-ray equipment and redesigned room in May, and the Driggs clinic changes in June.
- We will be adjusting our prices for imaging (e.g., X-ray, cat scans) services to make them more competitive. Look for announcements this summer.
- We are investigating new evening clinic hours to accommodate everyone who works during the day.
Teton Valley Health Care is celebrating its 75th anniversary of service this year. We were built by a determined, conscientious community through much self-sacrifice and commitment, and we completed our first year of patient care in 1939. We’ve been through a lot of change together.
Like you, we have to anticipate changing times and that often includes making changes in course and improving how we perform. If you haven’t been here for a while, please consider visiting with us and let me know what you think of us now.
If you read my last blog about “Polarity” (and if you haven’t, you really should) then you know that I had signed up for a workshop to learn about champion thinking, and hopefully develop the tools to get out of my own way as I continue my journey toward wellness.
The group was small which made it difficult for me to hide from facilitator Christine Heilman, PhD. I was the only non-athlete in attendance, and the only person dressed in business-casual instead of jeans and a knitted cap. In other words, I was well on my way to finding excuses to excuse myself.
Being a mind-reader, Christine promptly began our session with some uncomfortable statements about people who isolate themselves from progress through self-limiting beliefs and self-doubt. She said that everyone is seeking ways to enrich the quality of their lives and that she would review basic mind-set tools for accomplishing that.
For the next hour, we did some group exercises, engaged in discussions, and learned about ACE: A = Attitude, C = Concentration, E = Execution (as in “get it done” not as in “let it perish”). I came away from the workshop feeling that I had learned something valuable and no, I won’t go into a bunch of details about the training because you should contact Christine and put yourself in her mind-reading gaze.
Do you like sayings? I sure do. Do you like mangling famous quotes unintentionally? Me, too.
And here’s my new favorite, as shared by Christine:
Having the right attitude means choosing to believe in your ability.
As I ponder the ongoing shift of the Earth’s geo-magnetic pole, I can’t help but wonder if my brain is shifting right along with it. Instead of a change in the flow of lava, I’m experiencing a change in the usual flow of my sensors and synapses, which I think is in some way connected to electromagnetics, but then again, I’m an English Literature major with a minor in creative writing so what the heck do I know?
But I do have a few recent examples of significant internal changes; changes that defy all sense of logic.
For instance, my most favorite dog breed has always been Doberman Pinschers. I love their looks, size, sleekness, intelligence and playfulness. Now, however, I’m a slave to my son’s mini-Dachshund. I kiss this dog, I speak goo-goo to him, I carry him in my sweatshirt, and I let him sleep under my covers. My husband is disgusted with me over this turn of events and really, who can blame him?
For instance, my infatuation with Chris Hemsworth has been reduced to an “Eh” in favor of the creation of a separate reality in which I’m the object of desire for Benedict Cumberbatch. Yes, I have a serious crush on a man who looks like an otter. Again, my husband is quite disappointed and he has every reason to be. I can’t help it, honey; my polarity is changing.
For instance, I was watching a recent show honoring The Beatles. Paul McCartney and Ringo Starr were sitting on the front row and they eventually got up and performed. It was wonderful and fun, and way back in the mid-sixties whenever my three siblings and I pretended we were The Beatles, I was always Ringo pounding on my mother’s biggest pots and pans. Back to the point, though, there were all of these people in the audience dancing and singing to songs that we all know, and I looked at most of them and I thought – Those people are too old to be rocking-out in public. I was embarrassed for them and proud that I have chosen to behave childishly only in front of my children.
Just a few seconds after I silently prayed that Yoko would stop shaking her booty, and that Tom Hanks and Rita Wilson would stop twisting and shouting and just sit down and simply clap enthusiastically, I had a painful shift in my electromagnetic field.
Ringo is 73, he’s a former BEATLE for heaven’s sake and he still rocks the drums. Yoko Ono is 80 and doesn’t need anyone telling her to sit down. Rita Wilson is only four years older than me and could knock me down with one well-toned hip. I was then reminded of Julian Lennon whom I have met and with whom I had a rock-climbing date oh-so-many-years-ago, and who is now 50 and it struck me that I’m no spring chicken. (You’re not either, Julian.) To paraphrase the current Pope: Who am I to judge the behavior of the elderly when frankly, I’ve arrived at that doorstep?
What will I do with the next phase of my life now that I’m firmly beyond the half-century mark? It occurred to me while watching my now-geriatric idols and petting the little dachshund snuggled in my pajama top (while surreptitiously wondering if Benedict was somewhere in the crowd searching for me) that I still have goals from my younger days that I haven’t achieved, and that I had thought were important. What has been holding me back? Hint: ME.
After my head stopped throbbing from all of this electrical exchange, I girded my loins (I’ve just always wanted to say that and what does it mean, anyway?) and signed up for a workshop with Christine Heilman, PHD, ATC, CSCS (in other words, she’s not an English Lit major) that is supposed to help me “discover the central tenants of champion thinking to optimize performance” and “discover tools that strengthen [the] mind and body…to achieve a higher level of performance, health and life satisfaction.”
I’ll let you know how it goes.
Disclaimer: This blog discusses my personal wellness goals and is in no way a soapbox to tell anyone else how to eat, exercise and/or live their lives.