Message from the President

By now you should have received your new “badge backer.” It has a new message on it: “I’m the Heart of Lakeland.”

That new message is much more than just a slogan. It’s a reality. It’s a reminder. It’s a commitment. And it’s a sacred trust.

Why is that so?

I frequently have an opportunity to talk with our friends and neighbors across southwest Michigan about their health and their health care. Every time Lakeland comes up during those conversations the focus turns toward you.

Every day, across Lakeland, we are creating thousands of memories. For many, those memories last a lifetime. Those memories are linked to stories of how we took care of them, or those they love, during an illness or an injury.

Those stories – and the quality, safety, patient experience, and ultimately the reputation implied in those stories – are about individual people who are part of the Lakeland family. And to a very large extent, those stories define who we really are; they define our brand.

Did you catch the implications of that? Lakeland, who we are and how we’re viewed, is not only based less on a marketing campaign. Instead, it is strongly linked to who you are, how you add value to health care, what inspires you, and how you made someone feel during their encounter with you.

It’s a big responsibility. It’s an awesome privilege.

So I hope that little phrase on your badge backer, “I’m the Heart of Lakeland,” serves as a constant reminder that you are Lakeland. You are what people will remember when they think of their healthcare experience or our healthcare team.

Our recent recognition as a Top 15 Heath System* in the nation is entirely thanks to you and your efforts to bring your talents, your professionalism, and your heart to work each and every day. There is no possible way to earn that highly respected designation without all of your collective efforts over a number of years.

But that award, as impressive as it may be, will not feel genuine, and will not feel deserved unless each of us gives that level of service and care to each other and to our friends and neighbors.

Thank for choosing the Lakeland team as your work family. Thanks for committing your life to taking care of others. Thanks so very much for being the Heart of Lakeland.

*  The 100 Top Hospitals® program is a registered trademark of Truven Health Analytics®, IBM Watson Health™.