Exceptional Experience

patient with therapy dog large

Henry Ford strives to make all experiences with the health care system exceptional. These 2018 initiatives are a few examples of how the System embraces opportunities to lift care beyond ordinary.

women carrying groceriesHenry Ford Delivers Groceries for Health Promise

Nutrition is key to improving health. In 2018, more than 300 patients received food through a unique pilot program called Henry’s Groceries for Health. The program addresses food insecurity, and was offered at four Henry Ford clinics in partnership with Gleaner’s Community Food Bank. Ninety-six percent of participants said the packages met their food needs, and 82 percent continued with the program for the full year. The packages introduced recipients to new foods and preparation techniques that reduce fat, sodium and sugar. Preliminary outcomes show decreases in emergency department visits and hospitalizations. The impact of this program on clinical outcomes such as blood pressure rates, diabetes control, and weight management is currently being evaluated. Patients also enjoyed the food and the experience:

“You should see this salad that I made. It had banana peppers and romaine lettuce and chicken. It was delicious.” – Annie

“It gave me a chance to stop messing with salt and to use the right kind of seasonings that are good for me.” – Otis

“I’m used to being disappointed and let down. They (program staff) always called ahead and they were always on time and they made me feel good. They really cared and that made me feel better about myself.” – Fiona

Comprehensive Care Centers Focus on Patients with Complex Conditions

Henry Ford’s two Comprehensive Care Centers offer patients with multiple complex chronic conditions longer appointments (usually one hour), 24/7 access to providers, and same-day access to advanced treatment of disease exacerbations. Many on-site resources are available, including integrated case management, pharmacist medication review and community health worker support. In 2018, the Comprehensive Care Centers, located at Henry Ford Medical Centers Detroit Northwest and Taylor, showed a:

  • 22 percent decrease in inpatient admissions
  • 27 percent decrease in Emergency Department utilization
  • 17 percent decrease in readmissions

The Centers achieve these success rates by ensuring continuity of care for patients who require a more intensive form of primary care services. Data provided by Press Ganey shows a very positive patient experience, indicating 98 percent are likely to recommend the Comprehensive Care Center, 97 percent feel the provider listens carefully and 100 percent said they received an appointment as soon as it was needed.

Learn more about these Henry Ford Health Comprehensive Care Center physicians:

Robert Vaidya, D.O.

Internal Medicine

Ronald Ford, M.D.

Family Medicine

Silas Cardwell, M.D.

Internal Medicine


oak street health counter

HAP and Oak Street Health Partner to Offer Older Adults a New Option

Health Alliance Plan (HAP) partnered with Oak Street Health to offer older adults with Medicare and Medicaid a new way to manage their health. Comprehensive primary care services include: transportation to office visits, 24-hour access to a physician, flexible scheduling, more personal time with doctors, invitations to community health and wellness events and a dedicated care team to coordinate the health needs of mature patients. Five Oak Street Health centers are located in Detroit, Inkster, Hazel Park and Southgate, with two more opening in Flint in 2019. Learn More

caregivers communicate

C.A.R.E. Program Strives to Make Family Caregiving Easier

In 2018, more than 180,000 patients identified a family caregiver, who was then included in their medical record. The C.A.R.E. Program (Caregiver Assistance, Resources and Education) expanded its monthly support groups to six locations, hosted 14 art therapy sessions for caregivers and established the Caregiver Concierge to offer no-cost consultations for resources, connections and support with a member of the C.A.R.E. Program staff. Program staff gave out 800 caregiver binders at no cost to help make caregiving easier. Learn More

woman speaking at PFAC meeting

Patient Feedback Shapes Direction and Focus

More than 390 trained and active volunteer patient and family advisors evaluated new and ongoing Henry Ford programs and projects, offering valuable insight on how to improve them from a patient’s perspective. The advisors reviewed research projects, services, policies and procedures, operated as e-advisors in an online capacity, and gave their feedback in person through focus groups and Patient Family Advisory Councils. Learn More

Center for Reproductive Medicine is Selected a Cigna Infertility Center of Excellence

The Henry Ford Center for Reproductive Medicine in Troy was selected as a Cigna Infertility Center of Excellence, recognizing it as a top-performing infertility program that provides quality care, an exceptional experience and cost-efficiency. Learn More


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