Lori Franklin, RN, is Jackson Hospital's Employee of the Year 2017


For Immediate Release
Contact:  Rosie Smith

Lori Franklin, RN, is Jackson Hospital’s Employee of the Year 2017
Embodying customer service

February 13, 2018 Marianna, FL -  Lori Franklin, RN, is Jackson Hospital’s Employee of the Year 2017.  She is the Director of the Hospital’s Case Management Department and received  the honor for fulfilling customer service ideals through her actions.

Lori was surprised to be named by the Employee Leadership Committee as the 2017 Employee of the Year.  She says, “I am so proud because customer service is a big deal to me; I feel affirmed that I am meeting the needs of our patients.”  She is the third person in the Case Management department during this past quarter to receive Customer Service awards.

Jackson Hospital is unique in its approach to Case Management.  Their work begins day one of the patient’s hospitalization.  While they are part of the care team, they may not be as visible to the patient as the physician or nurse.  100% of Jackson Hospital’s in-patients are assessed with case management keeping an eye beyond the patient’s hospital stay to facilitate the patient’s transition to home, skilled nursing, rehabilitation care, or non-facility based care.

Case Management’s role is to advocate for the patient’s social needs and transition plans upon release from the hospital.  In Lori’s case, it means not only managing her department staff but also taking initiative where needs surface, such as transporting a patient home, locating a wound healing vacuum and then finding a medical equipment provider for a patient, and ensuring a post-surgical patient was released to a proper caregiver.

Lori is responsible for the Hospital’s Case Management, Social Services, Clinical Documentation and Population Health staff.  Recently, she implemented a new care model of bi-weekly, multi-disciplinary rounding on all floors.  The rounding is in addition to each discipline’s role in the care process.  Case Management staff are in constant communciation with the physician, patient and family, therapy, respiratory, and nursing personnel and allied caregivers. 

Lori’s role was expanded to Accountable Care Organization Champion (ACO) a few years ago.  Part of an innovative approach to care, the Centers for Medicare and Medicaid created a new program aimed at population health management, cost reduction, and improved patient experience to reduce unnecessary or duplicative hospital readmissions, or in other words, to make hospitals and physicians “accountable” for recurring hospitalizations. Lori champions the best performer  - Jackson Hospital and its Medical Staff members – of the multi-hospital Deep South ACO.

Lori, her Case Management department, and ACO, report to Hospital CFO Kevin Rovito.  Kevin says about Lori,

“Lori is a tremendous asset to Jackson Hospital.  She continues to work with the Medical Staff, Nursing, and Administration to develop a teamwork approach….I cannot imagine success without Lori Franklin.” 

Jackson Hospital’s customer service ideals are outlined in its program called “Give ‘em the Pickle.”  The Hospital’s customized program with video titled “What’s your Pickle?” with Bob Farrell, produced by Media Partners™, is implemented by Chief Nursing Officer Robbin Catt Pumphrey.   “Because of our employee-focused customer service efforts, Jackson Hospital is ranked in the top 16% in customer service nationally according to HealthStream Research,” says Pumphrey. 

Patients, visitors, and colleagues submit nominations of staff from whom they received superior customer service.  Each month a “Pickle luncheon is held to recognize the top nominees.  During the exclusive celebration with Administration, each participant is served a specially prepared meal by members of the Hospital’s Employee Leadership Council. 

Jackson Hospital is proud to recognize Lori Franklin, RN, and thanks her along with every employee, volunteer, and Medical Staff member for providing high-quality, leading-edge healthcare service.  Each day Jackson Hospital moves closer to reaching its vision of “being the best community healthcare system in the nation.”

With its top-ranked customer service, high quality and safe patient care, the hospital is forward-thinking in its services, recently announcing diagnostic heart catheterizations, femoral run-off studies, and transesophageal studies.  The hospital, located at 4250 Hospital Drive, Marianna, FL, has 31 physicians on its active Medial Staff.  For information on hospital services, visit www.jacksonhosp.com.  To find a physician, please call Rachel Toliver at (850) 718-2629.

About Jackson Hospital

Jackson Hospital is an award-winning facility and is proud of its most recent recognition, the FHA Award of Significance in Reducing Harm Across the Board.  Jackson Hospital is an iVantage Top 100 Rural & Community Hospital.  The hospital was named in The Joint Commission’s 2015 annual report “America’s Hospitals:  Improving Quality and Safety,” for attaining and sustaining excellence in accountability measure performance for Heart Failure, Pneumonia, Surgical Care, Immunization, and Perinatal Care.  The March of Dimes and American College of Obstetricians and Gynecologists recognize Jackson Hospital as the first hospital in Florida’s panhandle for achieving an early elective delivery rate less than 5%.  The hospital was designated by Blue Cross and Blue Shield Association as a Blue Distinctive Center+ for Maternity Care designation, a new designation under the Blue Distinction Specialty Care Program.


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