Touchpoint Case Study

Driving Operational Efficiency and Exceptional Patient Experiences at MyMichigan Health

Overview

In 2024, MyMichigan Health partnered with TouchPoint Support Services to elevate support operations across its Medical Centers in Saginaw, Standish, and Tawas, Michigan. The goal: reduce operational strain while preserving the health system’s award-winning, five-star patient experience.

Through people-first service models and advanced technology, the partnership delivered measurable improvements in efficiency, cost control, employee engagement, and patient satisfaction—within the first year.

WOW Stats

average reduction in turnaround time (TAT)
0 %
increase in retail (cafeteria) sales
0 %
reduction in invoice costs
0 %
reduction in FTEs with service levels maintained
0 %

The Challenge: Rising Costs and Workforce Pressures

Like healthcare systems nationwide, MyMichigan Health faced increasing labor costs, staffing shortages, workflow inefficiencies, and service delays impacting both patients and caregivers. While known for clinical excellence, the organization sought a strategic partner to streamline support services without compromising care quality.

TouchPoint was selected to provide integrated solutions across Food & Nutrition Services, Environmental Services, and key support operations.

About MyMichigan Health

Serving 1M+

residents across 26 counties

13,200+

employees

85

specialties and subspecialties

CMS-awarded

5-Star

Patient Experience Rating

Smarter Workforce Management

TouchPoint deployed its Task Management Solution at MyMichigan Medical Centers in Saginaw and Tawas, ensuring the right tasks reached the right staff at the right time—while generating real-time operational insights.

A web-based status tracking platform further improved coordination by giving clinical and support teams visibility into patient meal orders, deliveries, and service requests—while also boosting staff engagement through training, onboarding, and recognition programs.

task completion rate
0 %
reduction in TAT
0 Minute
reduction in FTEs
0 %

Full adoption by

daily users in under two weeks
0

Operational Efficiency and Cost Control

  • Average TAT reduced by 32.9% across locations
  • Invoice costs lowered by 2.2%, despite mid-year labor increases
  • AI-powered food preservation technology introduced at the Standish Medical Center, maintaining food quality for up to 72 hours and delivering:
    • 6% anticipated food cost savings
    • 1% anticipated labor savings
    • Improved food safety, flavor, and satisfaction

Elevated Patient and Guest Experience

  • Expanded food and retail offerings drove a 21.6% increase in cafeteria sales
  • Retail and café upgrades included new freezers, Starbucks Serenade and espresso machines, TurboChef panini systems, and in-house bakery equipment
  • Patient dining enhancements—such as non-skid trays, china dinnerware, upgraded silverware, and temperature-controlled serviceware—ensured meals were both safe and restaurant-quality

Together, these improvements helped MyMichigan Health consistently maintain its CMS 5-Star patient experience rating.

A Blueprint for Healthcare Transformation

The MyMichigan Health–TouchPoint partnership demonstrates how strategic collaboration and technology-enabled support services can reduce costs, strengthen workforce performance, and elevate the patient experience—without compromise.

*Data comparison: August–October 2024 vs. April–June 2025.

Ready to reimagine your healthcare operations?

Connect with TouchPoint Support Services to learn how people-first, customized solutions can deliver similar results.www.touchpointsupportservices.com