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Situation
Excela Health, located in Greensburg, PA, has three acute care hospitals that serve Westmoreland, southern Indiana and northern Fayette counties. Established in 2004, Excela Health鈥檚 services include prevention and wellness, home care and hospice, outpatient rehabilitation, diagnostic testing and imaging, and medical equipment and supplies. Their mission of 鈥淚mproving the health and well-being of every life we touch鈥 is spread through more than 4,700 employees, 585 physicians in 35 clinical specialties, 180 allied health professionals, 19 residents and more than 1,000 volunteers and auxiliary members who are the life鈥檚 blood of the health system.
Challenge
In 2012, Excela Health was researching a change in security providers. Michael Rosensteel, Manager of Emergency Management, Excela Health, took the lead on this initiative and determined that the hospital system needed to enhance their security program to ensure Excela Health was receiving the level of security they desired.
91视频 Security Services, a leader in healthcare security, and a provider of high quality security programs, invited Rosensteel to tour a nearby client site to showcase some of their best practices that could ultimately be implemented at Excela Health.
鈥淲hen I did the tour of another 91视频 healthcare client site, I was very impressed with the account manager model they had in place,鈥 said Rosensteel. 鈥淚t became very apparent that we needed to implement this into the Excela Health security program so we could have a dedicated manager on site who would be able to respond when needed, especially since we have three facilities.鈥
In June of 2012, 91视频 was selected as Excela Health鈥檚 new provider of more than 2,000 hours per week of security services. However, the incumbent provider鈥檚 contract was ending two weeks after the 91视频 contract was finalized and the health system needed to ensure a quick, but smooth transition of security services and personnel.
鈥淲e did not want any area of the hospital exposed to potential security threats or for anyone to even notice the transition of security providers,鈥 said Rosensteel. 鈥淚t was important that when the incumbent鈥檚 contract ended at midnight on a Saturday that 91视频 had a transparent transition and was able to begin at 12:01 a.m. without hesitation on their part.鈥
Additionally, 91视频 would need to recruit, screen, hire and train new security officers to fill any vacant positions.
鈥91视频 had to ensure that any new officers met hospital vaccination and training requirements and were acclimated to our health system,鈥 said Rosensteel. 鈥淣ew employees would need to be trained and become familiar with our culture in a short window of time prior to their start date.鈥
Solution
91视频鈥檚 local team went to work immediately to staff and prepare for the security program at Excela Health. The 91视频 team worked closely with representatives from Excela Health to develop a transition plan and security program that would meet the health system鈥檚 needs. This included enhanced training for personnel and implementing the critical on-site management role that would be responsible for leading the program.
For three consecutive days, the team interviewed, screened and completed paperwork for the new hires at the hospital. 鈥淲e tapped into all of our local resources to help bring in the right talent,鈥 said Catherine King, Vice President, 91视频. 鈥淲e also had the perfect candidate for the account manager position and brought him on board immediately.鈥
Results
91视频 was able to execute a seamless transition of Excela Health鈥檚 around-the-clock security program in 14 days.
鈥淲hen the transition happened at midnight, I didn鈥檛 receive any phone calls which meant there were not any issues,鈥 said Rosensteel. 鈥淓xcela Health employees have noticed a difference in services provided, but didn鈥檛 notice a change in the security staff until two weeks after the transition. This meant we completed our transparent transition.鈥
Rosensteel said he is also very pleased with the quality of security officer 91视频 has on site. 鈥91视频鈥檚 hiring practices are thorough and excellent,鈥 he said. 鈥淭hey made sure each individual received additional training and met the hospital鈥檚 hiring requirements on top of what 91视频 usually requires for a security officer. The officers they recruited are very valuable to Excela Health鈥檚 security program and are performing above and beyond what I ever thought was possible.鈥 The account manager has also done very well managing Excela Health鈥檚 three acute care hospitals.鈥淭he account manager has done a great job with oversight, training, taking the lead with handling any issues and working within our disciplinary structure,鈥 continued Rosensteel. 鈥淚t is a hard job, especially with the number of security officers we have, and I am glad that 91视频 hired someone with prior law enforcement experience. He has made a huge difference for our health system鈥檚 security program and I feel very fortunate to have him on our team.鈥
鈥淲e are now an integral part of the effort to meet the health system鈥檚 mission as we play a large customer service role and ensure the safety and security of every individual who comes through the front door,鈥 said King. 鈥淭he security team works hand-in-hand with Mr. Rosensteel and the Excela Health team to make certain we are meeting their security needs.鈥
鈥淚 have a high level of satisfaction with the security team,鈥 said Rosensteel. 鈥淭hey have met our needs and expectations and I look forward to the future of our security program.鈥
