Retiring Frock Praised for 'Vision' in Leading FirstHealth

FirstHealth CEO Charles Frock speaks with volunteers Muriel and Bill Evert during his recent retirement reception.

As of Saturday, October 29, 2011

“He plants trees to benefit another generation,” Caecilius Statius, a Roman comic poet, wrote more than 2,000 years ago.

But Alex Bowness, chairman of the FirstHealth of the Carolinas Board of Directors, believes those words are as apropos today to describe the legacy of Charles T. Frock, who retired Friday after two decades as CEO of the regional health care system.

“It is truly amazing what he has accomplished,” Bowness said. “What he has done has been magnificent, and we all benefit right now. But I think what he has done won’t be fully appreciated for another 20 years because what he has built will still be growing.”

Frock, 62, has been credited with propelling the Pinehurst-based health system to the forefront in regional health care delivery.

When Frock took over as president and CEO of then-Moore Regional Hospital in July 1991, the foundation had already been laid for a regional network. His goal was to take it to another level.

Four years later, he helped engineer the merger of Moore Regional and Montgomery Memorial Hospital in Troy, which gave birth to FirstHealth. He became its CEO.

Since then, FirstHealth has carried out several multimillion-dollar campaigns and expanded beyond the traditional role of hospital care into such areas as hospice, dental care, community health, home care and health insurance.

“When you step back and look at more than a few years, you begin to see the magnitude of the growth and progress,” Frock said in an “exit” interview last week. “I’ve always enjoyed building things and making an enterprise successful. And I’ve always enjoyed having the big picture in mind.”

‘Exceptional Person’

John May, a Pinehurst attorney who has served on the board since 1993 and is a former chairman, said Frock has the rare ability of anticipating industry trends and positioning FirstHealth to capitalize on them.

“The thing that separates Chuck from a lot of executives is that he has an insatiable desire to be informed and ask, ‘What is the future likely to be?’” May said. “The ability to be proactive like that takes an exceptional person. It is one thing to run the enterprise. It’s another to have the vision. It’s something else to have both of those skills.

“I think it takes a very capable person to do one of them. To do both of them well takes an extraordinary person. Chuck was the right guy at the right time.”

John Dempsey, who became president of Sandhills Community College shortly before Frock was hired, agreed that Frock has the ability “to see around corners.”

“He always seems to be one step ahead of the next guy. I think that’s one of the secrets to his success,” Dempsey said.

Dempsey added that Frock has been “a great champion” of the college.

“I think both institutions have grown and prospered because we’ve always had a great cooperative relationship,” Dempsey said. “We’re just lucky to have been able to share his gifts and the fruits of his labors.”

Frock has always believed in the diversity of the course offerings at SCC, a point that was underscored when he recently took a “History of Rock & Roll” class there.

“I was the youngest person in the class, but it was fun to get exposed to something different,” he said.

Frock also “let his hair down” at a recent fundraiser on the FirstHealth campus by sitting atop a dunking booth wearing an old suit.

“It was 50 cents to throw the balls and $10 to just come up and push the button,” he said with a smile. “Needless to say, I was in the water a lot. Fortunately, it was an old suit that I was planning on throwing away.”

‘Clear Focus’

While on the job, Frock oversaw the development and coordination of FirstHealth’s goals, objectives and strategic plans, and ensured that FirstHealth’s core purpose — to care for people — was fulfilled.

“Essentially, everything that we do at FirstHealth has a clear focus on providing people with the highest-quality care possible,” he said. “At the end of the day, the management team, physicians, employees, board members and everyone else has come together and executed well.

“I think we have been good stewards of the assets that we have and the money that we raise.”

Prior to joining FirstHealth, Frock was chief operating officer of Mease Health Care in Dunedin, Fla., from 1989 to 1991 and the administrator of Mease Hospital from 1986 to 1989. Previously, he was the CEO of hospitals in Valdese, Lexington and Oxford in North Carolina.

He received a bachelor’s degree in industrial and systems engineering, with a minor in business administration, from the University of Florida in 1971. He went on to graduate school at Duke University, where he earned a master’s degree in health administration in 1974.

Two significant events occurred while he was at Duke: He visited Moore Memorial Hospital as part of his graduate work and saw some future possibilities. He also met his future wife, Nancy, who was a nurse at Duke. They married in September 1973.

Frock had applied for the top job at Moore Regional in 1989, when Crenshaw Thompson retired. But the board chose to hire from within, promoting Chris Durer.

When the hospital found itself in the market for a president and CEO in 1991, the search firm that assisted the board contacted Frock. The board hired him.

A year before Frock arrived, Moore Regional had begun its open-heart surgery program, which catapulted the hospital to the status of a regional referral center. Frock, who saw regionalism as a great opportunity, was given the charge to build on that success and move forward into other new frontiers.

The area was also attracting some of the country’s top specialists. For such a rural area, Moore County was developing a sophisticated medical community.

After the birth of FirstHealth in 1995, the system began seeking other opportunities to grow.

It added Richmond Memorial Hospital in 2001. Headquartered in Pinehurst, the comprehensive nonprofit health system has more than 4,100 employees and serves 15 counties.

In addition to three hospitals with 559 licensed beds, the system has an inpatient rehabilitation center, sleep disorder centers, wound care centers, dental care clinics, a back and neck pain center, family care centers, fitness centers, laundry, charitable foundations, hospice, home health services and a wholly owned health plan. FirstHealth also operates a critical care transport service and EMS/medical transport services in four area counties.

“I take great pride in seeing the balance and comprehensiveness of the enterprise,” Frock said. “It’s important for us to meet as many needs as possible rather than focusing on a narrow line of services. Even though Moore Regional was successful before I came, we’ve become even more successful as a regional system.”

With annual net revenue of $500 million, FirstHealth also has an AA/AA- credit rating with all rating agencies.

“We are the smallest health care system in the country to have that rating,” Frock said.

Frock has given way to new CEO David Kilarski because he believes in the Rule of Three, a principle in writing that suggests that things that come in threes are inherently funnier, more satisfying, or more effective than other numbers of things.

“When I came here, we improved Moore Regional,” he said. “Then we built FirstHealth. Now, the health care industry is about to go through a major transformation in this country. That’s the next big phase. It’s a different approach to health care and it’s going to take time and energy.

“To me, if I can’t see it through, I don’t want to start it. I believe more in accomplishments than the process, so now is the perfect time to retire.”

‘Miss the People’

Frock is a member of numerous state and national boards and commissions, and plans to “keep my finger” in the industry by continuing to serve.

“At least in the near future. I’ve always enjoyed health care and trying to make a difference,” he said.

Frock’s hobbies include hiking and sailing, and he is a voracious reader. But he has no immediate plans in retirement.

“I’m looking at boats, but I think you limit yourself if you try to plan too much,” he said. “I’ve always just enjoyed believing in serendipity. I think new interests will emerge. I’m interested to see what they are because I really don’t have a clue.”

While admitting that he has never really had “periods of downtime” in his career, Frock also looks forward to the next phase of his life.

“I”ve been transitioning in my mind,” he said. “The world is going to be different. I’ll miss the people and the enjoyment of solving problems. But I’m going to relax and recharge my batteries.

“I’ve always enjoyed working, and I feel good about retiring.”

May said he will “truly miss” working with Frock.

“He deserves the accolades and he deserves the rest,” May said. “I wish him well.”

Contact Ted M. Natt. Jr at tnatt@thepilot.com.

More like this story

difflook 1 year, 6 months ago

Great man! We will miss him, All the best! to Mr. Frock

josepanos36 1 year, 6 months ago

I have read somewhere on the news that something like "Penny Health" is offering lowest health insurance rate for low and middle income families so search online and find them.

hippiern 1 year, 6 months ago

hes done a fabulous job and will be missed

Bflat 1 year, 6 months ago

....Created a huge network and built up a huge hospital. He will be missed in carrying on the work that will still need to be done. Ummm, hospital billing dept needs plenty of problem solving instead of ugly notices from collection agencies when all insurance was not filed or was not properly filed..

Have a great retirement Mr Frock and you've served very well.

LongleafLarry 1 year, 6 months ago

FirstHealth the 800lb gorilla in the room. Why the State of NC allows regional hospitals to rule their local areas is crazy. Yes we have a great hospital, but you will go broke if you visit it. Why can"t another Hospital group build here? Would they be allowed? Is the system of CON really needed? If a private group wants to build a Surgery Center, or other type of center why does the State or First Health care? How much money passes from the lobbyists to the powers that be? How much does regional hospitals like First Health contribute to keep the system as it is? Why does the State allow the state to be divided into zones of Health care Insurance? Because regional hospitals like FirstHealth want it that way so they can keep costs high, and competition down.
FirstHealth and Frock have bullied their way to the top, and he may be a nice man, but many people along the way have been pushed aside. Hopefully the new CEO will not use his position as a bully pulpit, and maybe allow some fresh air to come into Moore County. We always ask why Health care costs so much in this country, and groups like First Health are one of the reasons why.

Toda 1 year, 6 months ago

"LongleafLarry 6 minutes ago"

Moneyhurst provides community care for those who can afford it. With insurance rates on the rise due to buyouts by legislators and pharmaceuticals, we have chosen to drive to UNC Chapel Hill for care. Last time my wife visited gastroenterology, the doctor sat down to discuss her results and set the his watch to beep after one minute. One minute he was gone. At $600.00 a minute, one can see why most live in million dollar homes in gated communities and drive luxury cars. But that's why they attented medical school in the first place. We'll stick with the hour and a half drive to UNC Chapel Hill and the worlds best medical practitioners.

Belvedere 1 year, 6 months ago

@Toda why do you choose to live in Moore County when there is so much you don't like about it?

Toda 1 year, 6 months ago

"Belvedere 55 minutes ago"

I have lived here all of my life... raised in Vass. What's your reason for living here? I love Poorer County. There are times when the truth hurts and politics creates unconscionable debt like never seen in the history of Poorer County. Perhaps you live in a bubble and haven't seen how this county has changed because of greedy politicians. How about being specific when you post a thread. One broad brush stroke doesn't cover your intentions or remarks. You must have a connection with First Health. Never said one word about Charles Frock or the hospital. Obviously you can afford their prices and drive by hospital care. Shall I explain that one to you?

goshawk 1 year, 6 months ago

Look at his salary on guidestar

Toda 1 year, 6 months ago

"Belvedere" hasn't asked the "drive by" question I was hoping s/he would.

My wifes last hospital stay at First Health was brief; she is on Medicare due to her disablitities. We received a bill that recorded three hospitalists who treated her. I questioned the bill since she onely remembers one out of three doctors seeing her. After some inquary, I discovered when a hospitalist visits the nurses station and looks at a patients chart, that patient is charged $160.00 even thought, the hospitalist never lays eyes on the patient. I guess it's a Medicare cost that is easy money until patients have to come up with any balances.

Going back to her last visit for chest congestion, she was released after two days. After the first 24 hours, Medicare benefits are no longer viable options for hospitals. She was released. Before the sun set she was at UNC Hospital ER with acute pneumonia and stayed at UNC hospital for two weeks. Now Belvedere, you now know why we travel to UNC Chapel Hill!!! Glad you accept whatever the government and local resourses hand out to you while keeping their hand in your pocket.

pantherfan 1 year, 6 months ago

Toda, I'm sorry to hear about your wife's situation. I agree with your assessment of UNC - it certainly is a fine institution. I hope you never need FirstHealth's facilities and services, but if you do, you can rest assured that it is a first class operation. It is not necessarily just my opinion, but there is tons of quality data to support my statement. Some of the best doctors in the country practice in Pinehurst. It's ironic that you mention ties to the government when FirstHealth is fully independent while UNC Hospitals is ran by the state. What makes you say that Medicare only covers for the first 24 hours? That seems like a bizarre statement to me.

Satisfied FirstHealth customer.

wbearp 1 year, 6 months ago

I for one am thankful for our hospital and staff. For a small community we are lucky to have what we do. Toda, after you have trashed our medical staff here I'm sure most of them would agree with you going to UNC for your future care. I just hope you don't have an emergency like a heart attack or stroke. That hour long drive can be a real bear while you are clutching your chest.

" At $600.00 a minute, one can see why most live in million dollar homes in gated communities and drive luxury cars. But that's why they attented medical school in the first place"

Toda, maybe you could also tell us where you got these stats? How do you know where most of our physicians live, what they drive, and why they went to medical school? And while you are at it, maybe you could tell us all what exactly you are willing to pay someone who is able to save your life or that of a loved one?

Toda 1 year, 6 months ago

"wbearp 19 hours, 17 minutes ago"

No question in my mind that First Health is a 5 star hospital. The nursing staff is outstanding and everyone who I know there are very good and qualified medical care providers and contributes to the comfort of patients' in their care.

"maybe you could also tell us where you got these stats?" When the bill came a consultation fee of $600.00 was charged to Medicare and Today's Options. The only consultation after the procedure was the stop watch consultation.

*"How do you know where most of our physicians live, what they drive,"

I know many who practice medicine at First Health. The stop watch physician lives at Forest Creek. Does that answer your question? Tell me why they overbook and keep patients waiting for an hour after their appointments. Some patients have begun sending them bills for their time waiting due to over crowded waiting rooms. Anyone who has visited one of the Clinics on the campus have had that experience.

*" maybe you could tell us all what exactly you are willing to pay someone who is able to save your life or that of a loved one?"

That's open ended since that is not a decision I have to make. Ergo, some think they are gods...and control life and death. There are doctors who I know personally and have the utmost respect. But not all fall into that category. First Health publishes the favored correspondence, but few see or hear the other story. You as well as others would be surprised at the number of patients from this area who go to health care providers in other counties. When one is on the inside looking out through crimson glass, the world of reports takes on a whole different perception.

Toda 1 year, 6 months ago

"pantherfan 22 hours, 30 minutes ago" "What makes you say that Medicare only covers for the first 24 hours? That seems like a bizarre statement to me."

anyone who understands "Performance Management" concepts and theory based on mathematical models, understand that Medicare pays for the first 24 hour of care. After that, a hospital has to absorb the expense of hospital stays. It is a proven fact. When patients are admitted into a facility, they are given a document that allows them to appeal a physicians decision to release them from hospital care. The loophole is when a hospital-est walks into the patients room and ask, "how are you feeling today". Most of the time the answer is fine or good. Those are the key words for release from care. They state in their notes that he patient is said they are feeling better. In two specific cases the patient was in extended care in another hospital after release. Fact not fabrication. They know the system well, and making money is the top priority.

Toda 1 year, 6 months ago

"wbearp 19 hours, 29 minutes ago" "Toda, after you have trashed our medical staff here"

you are like so many on these boards who write half cocked and fail to read. Where did I trash the medical staff at your hospital? I stated facts from personal experiences. One doctor filed for fees associated with another hospital and First Health as well. I don't always agree to "go along to get along." I speak my mind and try to be civil about it. If one chooses to take issue, fine. But how about being bold enough to state facts as opposed to biased opinions. Call your next case!

wbearp 1 year, 6 months ago

Toda, your the one who isn't reading, using facts and going off half cocked, not me. I asked you a question. How do you know that MOST doctors live in multi million homes in gated communities? They were your words, not mine. How do you know MOST drive luxury cars? And how do you know what the motivations were for going to medical school? One guy living in Forest Creek is what you use to back up your statements? And while your at it and have all the answers, maybe you can explain what business it is of yours anyhow where a person decides to live or what kind of car they drive. Then you back pedal like crazy: "No question in my mind that First Health is a 5 star hospital. The nursing staff is outstanding and everyone who I know there are very good and qualified medical care providers and contributes to the comfort of patients' in their care." Yes your right, you speak your mind which is your right to do, as it is mine. But in my opinion some of your comments here were inappropriate and out of line. And no, I will not be calling any more cases before you. I have neither the time and the desire. I know what the facts are with these issues. I live it.

Bflat 1 year, 6 months ago

Here's some facts about First Health pertaining to my family member: improper care, misdiagnosis, improper billing and complete failure to bill all insurance. Moved family member to another hospital where proper diagnosis was made, surgery performed, patient got better and returned home.. First Health hospitalists and disease specialists repeatedly gave strong anitibiotics & after going off antibiotics patient would get sick again. Patient family repeatedly tried to tell Drs something else was wrong but Drs blew it off and said disconnect life support. First Health billing department repeatedly sent bills to wrong insurers, turned some accounts over to collections, collections repeatedly harrassed family for payments, family had to spend hours writing letters, filling out online forms, calls to billing dept over period of a year to get it all settled, and yes insurance paid for everything. Some people only hear the good stuff about FHMRHosp and don't want to take into consideration there are a large number of cases that were not handled properly and that people seek treatment out of the area because of that..

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