HOLYOKE, MA - July 19, 2017 -- Spiros Hatiras, President and CEO of Holyoke Medical Center and Valley Health Systems, has announced the promotion of Dr. Jennifer Mark as Chief Medical Officer at Holyoke Medical Center.
"Dr. Mark is a highly skilled physician with a proven track record and expertise in leading a team to success. Her focus on patient satisfaction, in conjunction with high quality care and open communication style, will continue to be an asset to HMC as she enters this new role," said Hatiras.
"Dr. Mark's knowledge of the culture within the organization will continue to be appreciated and allow for a smooth transition to this position."
"I really like the fact that Holyoke Medical Center is very focused on patient-centered care in terms of our overall strategy and how we make improvements in safety and quality. The administration is aligned with providers and other caregivers, all of whom want what's best for our patients," said Mark.
Mark, whose extensive background includes both primary and emergency care, has been with HMC since 2008, with the past five years as the Emergency Department (ED) Medical Director. During that time, patient satisfaction has increased by 85% for overall care in the ED and the length of stay for discharged patients has decreased by about 30 minutes. These changes have been made despite increasing patient volumes and severe space constraints, which should also improve with the opening of the new ED this summer.
"It is a beautiful new facility that will be wonderful for our patients," she said.
As director, Mark worked closely with the ED nurse manager to direct operations of the facility that treats over 44,000 patients per year, with oversight of 14 doctors and 12 mid-level providers. She also went through intensive communication training and then helped teach those skills to her team in the ED in order to raise patient satisfaction so significantly.
Previously Mark, who graduated from Yale University School of Medicine in New Haven, Conn., served in various emergency and adult medicine physician roles throughout Massachusetts. Mark also was a founding partner of a private Emergency Department physician group where she served as Assistant Medical Director for five years.
Mark plans to keep patient satisfaction as a top priority in her new position as Chief Medical Officer, while also increasing physician-to-physician communication; streamlining processes for patients to move from the Emergency Department faster; utilizing teamwork to make discharge faster; and working to maintain quality and efficiency amongst the diverse departments within the hospital. She plans to serve as an advocate for the providers as well as a link to administration, with her eye on staff engagement, fostering a sense of community and striving to achieve common goals throughout HMC.
"I am very proud of this institution and how we're aligned in the right direction to be giving our patients the best care possible. I am also really proud of the providers in the ED and all the progress we made, as well as the ED staff who work day in and day out doing a great job in not the easiest work environment," she said. "At HMC we make a genuine effort to do our very best with every patient, every time."