Business Plan: Good Samaritan Hospital, Suffern
The Good Samaritan Hospital, located at 255 Lafayette Avenue - Suffern, NY, offers a wide range of care services to inhabitants of Orange and Rockland Counties in New York and Northern Berger County, NJ (Bon Secours Charity Health System, 2014). However, the facility lacks special language services, which has been a major problem, given the changing demographics of Suffern area, particularly the increasing population of LEP (limited English-proficient) individuals. This has proven to be a substantial barrier to care, and the facility now seeks funding for the construction of a language access services call center to complement the cultural and language competency training program currently underway.
Company Background
The Good Samaritan Hospital was founded in 1902, after Ida Bay Ryan, a Good Samaritan, donated a building at the East Park Place to the St. Elizabeth Sisters of Charity to enable them build a health facility. It started with 7 beds, but had, by the end of 1912, expanded to 35 beds, with an x-ray department, pharmacy, and an operating room. It currently has a bed capacity of 308, and a staff base of 2000, which includes over 600 doctors.
The Business
The hospital provides home healthcare services to inhabitants of Orange and Rockland Counties, and a range of other services including substance abuse, psychiatric and social services; kidney dialysis services; pediatric and geriatric care services; maternal care services; cardiovascular services; and cancer treatment services.
Finance
The company projects that demand for care, revenues, and net gain will be as follows for FY2015, 2016 and 2017. Assumptions informing the projections are available upon request
Details
2015
2016
2017
Projected Discharges
35,500
40,500
44,500
Revenues
$2.3 million
$2.7 million
$3.2 million
Cost of providing care
$0.77 million
0.85 million
$1 million
Gross Value
$1.775 million
$1.85 million
$2.2 million
Operating Expenses
$0.9 million
$1.05 million
$1.2 million
Net Gain/Value
$0.73 million
$0.8 million
$1 million
SWOT Analysis
Strengths
The hospital
Enjoys positive reputation in terms of patient satisfaction
Is a multiple award winner of the coveted Health Quality Award
Has positive relationship with the surrounding community
Weaknesses
Reports of employee mistreatment and inadequate benefit plans
Negative publicity -- the hospital is among the ten New York hospitals under Congressional investigation for hospital billing and overcharging of uninsured patients.
Opportunities
A rapidly-rising Suffern population and the ageing Baby Boomer population, both likely to increase the demand for care
Increasing diversity levels among the Suffern populace
Heightened state policies advocating for diversity-sensitization
Threats
Availability of low-cost care at state and county hospitals
Goals
To improve the hospital's delivery of care to LEP patients, particularly those unable to make physical trips to the hospital, by enabling them to seek consultations through bilingual over-the-phone interpreters stationed at the call center. With this, the hospital hopes to improve the quality of care delivered to LEP patients. Interpretation services will be offered in over 20 languages.
Implementation
The proposed project will be implemented through the following 6-step plan (Youdelman & Perkins, 2005)
Analysis of community resources available
Determination of language services to be offered
Development of response strategies to LEP patients
Hiring and training of bilingual staff
Notification of LEP patients about available services
Updating of hospital activities and strategies
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