Dear members of our community:

Since I arrived at Pen Bay Healthcare a short seven months ago, I’ve spent a lot of time in the community listening and gathering input. I appreciate the thoughtful perspectives and critical insights you’ve shared with me. It is clear to me now, as it is to so many of you, that we must make significant changes throughout Pen Bay in order to succeed and thrive in our mission to care for the sick and injured and improve the health and quality of life of the people of Midcoast Maine.

Pen Bay recently partnered with a top national firm to complete a full assessment of the hospital and the physician practices. We identified several areas that need improvement including patient experience, clinical care and finances. We have already begun making significant changes toward that improvement. We want Pen Bay to be the preferred regional healthcare provider and employer. As a reflection of our commitment to our patients and our community, Pen Bay is commencing a journey to become a national top performer.

One step toward this achievement is to enhance patient and family experiences throughout our healthcare system. We are working toward providing you with consistent and courteous communications, best practices in clinical care and great access to services.

Changes of this magnitude are not easy, but they are necessary. We are naming our commitment to Pen Bay’s transformation Excellence Always. Please join us in celebrating the launch of Excellence Always on Sept. 19 at 10:30 a.m. in the Pen Bay Medical Center Cafeteria.

Excellence Always must be a transparent process. Satisfaction scores and other important information will be publicly displayed throughout Pen Bay Healthcare to give all employees, patients and visitors details on our progress toward improvement.

There will continue to be a lot of change associated with Pen Bay’s new objectives and direction. I welcome your feedback and encourage you to share comments about your experiences with Pen Bay as we work to improve. Aiming for Excellence Always is critical to meeting our community’s needs. Working together we will succeed.

Sincerely,
Wade C. Johnson, FACHE
President and CEO
Pen Bay Healthcare
feedback@penbayhealthcare.org