Above and beyond

August 20, 2013

Dr. Jennifer Isenhour, one of Scotland Health Care System’s Emergency Center physicians, earned the Physician Excellence Above and Beyond Award.

Dr. Douglas Nederostek, medical executive of Scotland’s Emergency Center and Greg Wood, president and CEO of Scotland Health Care System, were on hand when the award was presented to Isenhour.

The award is given by ApolloMD, Scotland’s Emergency Center contract management company. It is for Region 3, which includes North and South Carolina hospitals.

“Dr. Isenhour earned the Physician Excellence Above and Beyond Award for her work to improve customer service at Scotland Memorial,” Nederostek said. “I’m incredibly proud that of all the emergency physicians in our region she was selected for her efforts.”

Nederostek said patient satisfaction scores have greatly improved due to Isenhour’s work and transformation of customer satisfaction in the EC.

“It’s gratifying to know that Dr. Isenhour’s quick improvements at a relatively low cost caught the eye of corporate executives who will take her ideas and incorporate them across the entire ApolloMD network.”

Isenhour credits the improvements to the team effort.

“I couldn’t have accomplished the changes I did without the assistance of Karen Carlisle, RN, EC Director; Physician Assistant Steve Kapa; and Chinna Hale, RN, EC Manager. They have been incredibly helpful in accomplishing our improvements to patient care.”

She said the improvements include:

— Developing a service excellence initiative to make patients more aware of the excellent service provided in the EC.

— Developing a plan for medical providers to ensure patients understand their discharge instructions by utilizing the Ask Me 3 system.

— Utilizing pink paper at discharge so it’s easily seen to ensure the nurses read the instructions to the patients.

“I’m extremely pleased that Dr. Isenhour is working with us,” said Nederostek. “She definitely solidifies the group in our Emergency Center.”

Isenhour is a Laurinburg resident and is married to Chris Rhue.