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
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.
Full adoption by
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.
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