NHSC and Dynamic CEO Team Up for Better Health Care for Pennsylvania's Underserved

For the past 17 years, the goal of high quality and comprehensive health care for the underserved has been building momentum in Franklin County, Pennsylvania. This has been due, in large part, to the Herculean efforts and organizational acumen of Joanne Cochran, cofounder, president, and CEO of the Keystone Health Center. She concedes, with a chuckle, to being characterized by her friends and peers as "Mother Theresa and Rambo wrapped into one" in her determination to offer affordable, accessible and compassionate health care services to men, women and children of all ages, races and economic backgrounds.

After securing Keystone's status in 1994 as a federally qualified health center (FQHC) and a health professional shortage area (HPSA), Cochran allied herself firmly with the National Health Service Corps (NHSC) because she saw it as an effective means to build quality services. "If it weren't for NHSC, Keystone Health Center would not be here," Cochran concludes.

Since then, what began as a single community primary health care clinic has evolved into a public, nonprofit organization with five sites providing services in primary, OB/GYN, pediatric, mental and behavioral, dental, and HIV care, as well as a State-mandated health service for migrant workers who flock to the area every fall. Today the system employs more than 100 staff members and serves more than 40,000 patients a year. And, according to Cochran, Keystone's patient base is increasing at a rate of 550 primary care patients and 248 dental patients per month.

"Very importantly, most of the NHSC clinicians have chosen to sink roots here in Franklin County, and have stayed well beyond their commitments," she notes. Cochran adds that NHSC practitioners have proven themselves as value-added members of their communities in coaching Little League, providing leadership in the local hospitals, and by setting up support groups for special needs children. In addition to the continuity of care afforded by a stable clinical workforce, she finds that their enthusiasm, efficiency, and creativity have attracted other clinicians to a region that has historically experienced great difficulty in recruiting health care providers.

Cochran also recognizes the valuable technical advice and support NHSC has provided in Keystone's expansion efforts. "When I have been in a pinch for recruits, I have, on occasion, called NHSC," she says. "I have had nothing but wonderful support."

Currently, the Keystone Health Center system employs eight NHSC clinicians and alumni across a wide range of disciplines including primary care, pediatrics, and dentistry. Doctors David Hoffmann and Laszlo Madaras, both NHSC alumni, serve as Keystone's Family Practice medical director and assistant medical director, respectively.

Key to retention is trusting the clinical staff enough to let them "run their own show," Cochran contends. In the end, a hands-off policy in clinical decisionmaking fosters better quality of care for patients as well as a genuine buy in for clinicians. In fact, Cochran sees her best role, as CEO and administrative leader, in terms of providing the tools her clinicians need to do their jobs.

Cochran further attributes the clinic's success in retaining its clinicians to the safe environment and high quality education available in Franklin County. It also helps that the community appreciates and validates the NHSC practitioners' tremendous contribution to the health and quality of life of local residents and workers. "They are recognized in grocery stores and at ball games," she notes. "It's 'Hey Doc, how are ya?' People are grateful here."

The Keystone CEO has also harnessed the power of her dedicated Board of Directors in strengthening Keystone Health Center. In addition, Cochran forged a strong alliance with Summit Health, the parent company of the local hospital, and with Summit President Norman Epstein. The attitude has been "whatever is best for the community, we will work together to accomplish," she observes.

In her respectful but utterly determined way, Cochran plans to expand the reach and model of the Keystone Health Center until the needs of every underserved or uninsured patient in Pennsylvania are completely met with quality care and compassionate service. NHSC will continue to be a partner, she believes, because of their shared vision and determination to provide health care to every one in America.

Learn about other NHSC success stories.