Five Minute Consult

John Robertstad Chief Executive Officer Oconomowoc Memorial Hospital Oconomowoc, Wis.Few hospitals can boast that they offer patients as much access to the chief executive officer as Oconomowoc (Wis.) Memorial Hospital. For the past three years, patients treated at the 76-staffed-bed facility have been given the home phone number of CEO John Robertstad and told to call him if they need him. Robertstad shares why he made the decision to make himself available 24/7.Robertstad: As a precursor to the development of our patient- and family-centered care initiative, we implemented patient rounding. Each day, a member of the management team goes to visit every new patient who's been admitted to check in on them and deliver a note from the administrative officers.The card basically tells patients, "We're sorry you are in the hospital, but we're glad you've chosen us. If you experience any problems, here are the CEO's home and work phone numbers." We invite them to give me a call so we can try to make their stay as convenient as possible. I do get calls at home-and some in the middle of the night on occasion-but in three years I've had less than a handful of calls where it seemed like someone took advantage of a situation; most patients don't. And the gesture also made employees realize we were serious about the initiative. -Kara Olsen