Crotched Mountain Specialty Hospital Receives National Award

Doyle Award 

Doyle Award recognizes organization for innovation and excellence in care coordination  

Greenfield, NH – Crotched Mountain Specialty Hospital in Greenfield, New Hampshire was recently honored with the prestigious Doyle Award by MCG (part of the Hearst Health network), a leading provider of evidence-based care guidelines.

The award recognizes the rehabilitation hospital’s innovative use of MCG’s clinical guidelines to drive admission and care planning decisions, improve the coordination of patient care internally and between facilities, and improve reimbursement potential. It was presented to Lisa Perales, vice president of nursing, and Michael Redmond, senior vice president and chief operating officer at Crotched Mountain at MCG’s annual Client Forum in Henderson, Nevada.

In 2011, under Ms. Perales’ leadership, Crotched Mountain launched a situation review and discharge planning initiative with processes and tools intended to improve care coordination and improve consistency in clinical decision-making, while minimizing over-treatment. Ms. Perales creatively incorporated MCG’s system and worked with the MCG team to create a framework and evidence-based guidance to help ensure success. One of the unique features of this project was that the care guidelines developed by Ms. Perales were implemented through Crotched Mountain’s quality management system, which uses lean six sigma tools to reduce inefficiencies and waste in business processes. Ms. Perales is a Lean Six Sigma Black Belt.

As a result, the hospital has achieved dramatic improvements in level-of-care decisions and medical record documentation, reducing its rate of admission denials from 48 percent in 2011 to 5 percent in 2014. Most notably, Crotched Mountain’s model has the potential to be replicated by other healthcare organizations.

“The MCG guidelines and standardized clinical pathways are now hardwired into our daily care planning practice and quality management system,” said Lisa Perales, vice president of nursing at Crotched Mountain. “Using this decision-making framework and involving all members of our multi-disciplinary team has helped us expand our role as a post-acute hospital in New Hampshire which can admit patients with complex care needs, while improving patient outcomes across the board.”

“This system-wide process change has had a tremendous positive impact at all levels of our organization. It allows us to further fulfill our mission of providing the highest quality care to the most vulnerable individuals so that they may return home as valued members of their communities,” said Donald L. Shumway, president and CEO of Crotched Mountain Foundation. “Under the leadership of Lisa Perales, we have implemented evidence-based pathways that have and will continue to improve clinical outcomes and the patient experience at Crotched Mountain for years to come.”

MCG leadership applauds the hospital’s effort to promote a culture of continuous learning and improvement. “Crotched Mountain uses the care guidelines in the true spirit of evidence-based medicine,” says Jon Shreve, president of MCG, “by consulting guidance based on the latest clinical research and constantly seeking to provide optimal care, even if that care differs from what the hospital has done in the past.”

PHOTO CAPTION: Lynn Nemiccolo, SVP, customer satisfaction, MCG, presents the Doyle Award to Lisa Perales, vice president of nursing, and Michael Redmond, senior vice president and COO, Crotched Mountain Specialty Hospital, at MCG’s annual client forum in Henderson, Nevada. 

About Crotched Mountain Rehabilitation Center

Crotched Mountain Rehabilitation Center is a charitable organization founded in 1953 with a mission to serve individuals with disabilities and their families, embracing personal choice and development, and building communities of mutual support. Crotched Mountain provides specialized education, rehabilitation, community and residential support services for more than 3,000 people throughout New England and New York. For more information about Crotched Mountain, please visit


About MCG

MCG, now part of the Hearst Health network, independently develops and produces evidence-based clinical guidelines and software used by more than 2,200 clients, including 1,300 hospitals and eight of the ten largest U.S. health plans. Updated annually by an experienced team of clinicians, the care guidelines support the care management of a majority of Americans. For more information, visit

MCG is part of the Hearst Health network, which also includes FDB (First Databank), Zynx Health and Homecare Homebase. The mission of the Hearst Health network is to help guide the most important care moments by delivering vital information into the hands of everyone who touches a person’s health journey. Each year in the U.S., care guidance from the Hearst Health network reaches 76% of discharged patients, 133 million insured individuals, 30 million home health visits, 1.88 billion retail pharmacy prescriptions and 3.26 billion prescription claims. Extensions of the Hearst Health network include Hearst Health Ventures and the Hearst Health Innovation Lab.

Share This

One Verney Drive Greenfield, NH 03047 Tel. 603.547.3311