A letter from Brett Norell

Dear Manitowoc Community,

As President and CEO of Holy Family Memorial, I’m blessed with the opportunity to lead an organization dedicated to serving the needs of our community. In my short time in this role, I’ve witnessed HFM make great strides forward to improve how we deliver healthcare to you, your neighbors, family and friends.

The healthcare industry is full of complexity and is oftentimes confusing. Unfortunately, sometimes even the best efforts to streamline processes don’t go as planned. Such is the case with the rollout of our electronic health records (EHR) system.

The goal of converting to an EHR system was simple—we wanted to eliminate confusion and provide an easier, more efficient way for you to access your medical records and billing information. Instead, for the past two years, we’ve been dealing with several challenges. Unfortunately, as a result, bills were sometimes incorrect and/or delayed for up to 18 months and beyond. In short, these issues have caused major headaches for those we serve, and we apologize for the inconvenience and frustration resulting from this project.

From the moment these issues were identified, we’ve been working with our EHR vendor to find the best resolution as quickly as possible. And in the past year, we’ve made significant improvements to our medical records system and our billing processes.

HFM pledges its unwavering dedication to you and our community. We’re committed to constantly improving in order to serve you better and we continually strive to make healthcare more understandable—not confusing.

Again, if you’ve been inconvenienced by these billing issues, please accept my sincere apology. We appreciate your patience and support as we work through this process. If you have questions regarding your bill, I encourage you to call (920) 320-2591 and a billing specialist will assist you.

If you have any additional feedback or concerns related to HFM, please take a few moments to connect with me at hfmhealth.org/CEO to help us make healthcare better, together.


Brett W. Norell, MHA/MPH, FACHE
President & CEO