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HIT Think Beaumont’s Response to Patient’s Problem: No Excuses, We Get it, We’ll Fix it

Published
  • June 15 2012, 11:40am EDT

In a recent HDM Blog, I wrote an open letter to Gene Michalski, CEO at Beaumont Hospital in metro Detroit. My mother, a patient, had a problem with a portal oxygen compactor 200 miles from home and it took Beaumont more than three hours to decide she could get an empty wearable canister filled from a local oxygen supplier in my community before driving home. In the open letter I wrote how meetings were apparently more important than patients and told Michalski his organization was not ready for reform, not ready for accountable care.

Beaumont’s response to the letter was immediate and impressive. Two hours after posting the blog I received an e-mail from the director of corporate communications saying Michalski had directed the administrator overseeing the home service division to contact my mother and conduct a thorough investigation. I soon got an e-mail from Michalski, who said he would be calling mom and would get to the bottom of the problem.

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