2024 Summit Award and Pinnacle Award Recipients
The Summit Awards ceremony and Night of Excellence is a North American-wide recognition program established by the HealthCare Service Excellence Conference. This unique celebration recognizes exceptional Service Excellence by awarding nominees a Pinnacle Award. Pinnacle Achievers in each of the 20 award categories are then eligible to receive the prestigious Summit Award, which recognizes significant achievement and dedication in improving initiatives in the following areas:
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- The quality of service to patients/customers
- The quality of work life for healthcare professionals
- The performance of healthcare organizations
The Summit Awards are a North American-wide recognition program established and managed by the HealthCare Service Excellence Conference. All healthcare facilities who are participating in the Service Excellence Initiative™ are eligible to submit nominations.
The Summit Awards are presented annually at the HealthCare Service Excellence Conference during the closing Night of Excellence Banquet.
The top three to five nominees for each award will be announced prior to the conference and will be recognized at the conference as Pinnacle Achievers. One of the Pinnacle Achievers will be elevated to Summit status and will be presented with a plaque and certificate.
CRITERIA: Criteria for each award is listed each nomination form. To see an overview of all criteria Click Here
Service Excellence Advisor First Year
The Pinnacle Achievers
for this category are:
- Amy McDonald, , Kiowa County Memorial Hospital, Greensburg, KS
Amy taught the workshops with so much passion, it was as though she’d authored them herself. Despite facing challenges, Amy balanced her workload and viewed her SEA responsibilities as a mission rather than just another task. - Anne Blankenship, Van Diest Medical Center, Webster City, IA
Anne led workshops with ease and finesse, while mentoring her fellow advisors with their delivery of workshop material. Every encounter is a positive moment of truth for Anne; whether she’s at work, promoting the hospital or in the Webster City Community. - Ashley Hiller, Ely-Bloomenson Community Hospital, Ely, MN
Ashley is a culture changer at heart with a humble, teachable spirit that is contagious. A natural leader, Ashley has a positive impact every day as she works to provide the best patient and team member experience for everyone every day. - Chelsey Jackson, Pinckneyville Community Hospital, Pinckneyville, IL
Chelsey has put in the extra work needed to support the Service Excellence Initiative. She’s a role-model for anyone who wonders what 5-star performance looks like. Chelsey takes initiative, volunteers, innovates, and always goes above and beyond. - Ken Dierking, Fall River Health Services, Hot Springs, SD
Ken’s teaching style is fun & interesting, inspiring everyone to learn new concepts. He easily connects with Caregivers and residents using a positive attitude and great customer service. His dedication inspires others to find ways they can make an impact.
A team leader and role model who
encourages and supports others to improve
The
Summit Award
goes to
The
Summit Award
goes to
Service Excellence Ambassador
The Pinnacle Achievers
for this category are:
- Beth Grant, Daviess Community Hospital, Washington, IN
Beth is a team player in every sense of the word. She embodies the WE CARE standards of DCH in her commitment and willingness to help. A shining example of Service Excellence, Beth is a team player, teacher, helper, planner and cheerleader. - Deana Ferrill, Memorial Hospital, Carthage, IL
Deana is a trusted leader, organizer and ambassador for process improvement. She is an actively positive citizen in the workplace and the community. Deana has a remarkable ability to lift spirits, and her hard work keeps the team functioning smoothly. - Jennifer Dodge, Ely-Bloomenson Community Hospital, Ely, MN
Jenny has an enthusiasm for improvement and carries herself with an approachable demeanor every day. She leads by example from her own experience as an SEA and Ambassador; exuding confidence and team mentality in every circumstance. - Linda Nguyen, West Jefferson Medical Center, Marrero, LA
Linda is known for her effective coaching, offering guidance and support to peers. She champions process changes and practical solutions that benefit staff and patients. Linda leads with kindness, and her “we’re in it together” attitude affects her whole community. - Zakary Bushue, Valley Professionals Community Health Center, Clinton, IN
Zak shows exemplary mentorship, proactive support and commitment to a positive work culture. His positive and uplifting personality sets a high standard for his team, inspiring them through his actions and approach.
A role model with a positive attitude who assists,
motivates, and guides SEAs.
The
Summit Award
goes to
SEA Super Coach
The Pinnacle Achievers
for this category are:
- Andre' Brooks, West Jefferson Medical Center, Marrero, LA
Andre possesses a rare blend of enthusiasm, empathy and expertise. His genuine care for the success of others creates an environment where Ambassadors feel supported and empowered. Andre’s impact will be felt for years to come. - Brandi Burkhart-Starkes, Edwards County Medical Center, Kinsley, KS
Brandi goes above and beyond to help her teammates succeed and is always ready to lend a helping hand with a positive attitude. She provides support when things change, oversees valuable projects and includes everyone in the Service Excellence Initiative. - Christopher Gulledge, Grand River Health, Rifle, CO
Christopher has significantly influenced both individuals and teams, fostering a motivational and positive environment. His mentorship impacts many people and boosts morale consistently, enhancing the overall culture and effectiveness. - Kristina Duarte, Johnson County Healthcare Center, Buffalo, WY
Kristina shows compassion, integrity, confidence and exceptional leadership skill as an SEA Coach and leader. She truly cares about the content being delivered and the teams’ successes. She embodies every aspect of the provider and employer of choice. - Shelly Schlager, Hot Springs Health, Thermopolis, WY
Shelly offers practical and thoughtful support, constructive feedback, recognition and encouragement to others at all times. Her combination of strong leadership, thoughtful gestures and tireless support shows her effectiveness and dedication.
An individual who provides exceptional leadership,
encouragement, and guidance.
The
Summit Award
goes to
The
Summit Award
goes to
OASIS Team Captain
The Pinnacle Achievers
for this category are:
- Brandi Ruskell, Crawford County Memorial Hospital, Denison, IA
Brandi’s positive “can-do” attitude inspires team members. She is well-organized, prepared for meetings and encourages creative approaches to projects. Creativity, leadership, and willingness to go above and beyond – this describes Brandi Ruskell. - Michelle Searle, Minidoka Memorial Hospital, Rupert, ID
Michelle is someone who guides, inspires, and motivates others. Her team was engaged, dedicated and knew the positive impact their project would have. She is a visionary leader, allowing expression and participation from her those around her. - Myka Ross, Ortonville Area Health Services, Ortonville, MN
Myka’s dedication, drive and innovative ideas showcase her effective leadership. Her positive attitude uplifts and motivates the team to strive for excellence. Through her leadership and the efforts of her team, OAHS is attracting more employees than ever. - Patricia Avila, Camarena Health, Madera, CA
Patricia inspires and motivates team members while keeping the team moving in the right direction. Her exceptional organizational skills and clear communication style fosters a collaborative atmosphere where ideas are encouraged and respected. - Tiffany Conover, Good Samaritan, Vincennes, IN
Tiffany brings a wealth of experience in communication and leadership to her role. She ensures that everyone stays engaged and aligned with the team’s goals. Her dedication to perfecting every detail is a testament to her commitment to excellence
A leader who provides focused leadership,
encouragement, and leads by example.
The
Summit Award
goes to
OASIS Super Coach
The Pinnacle Achievers
for this category are:
- Jackie Riisoe, Edwards County Medical Center, Kinsley, KS
Jackie is an inspiration who loves to help the hospital to grow and create benefit for the patients. She has a talent for inspiring others to become better leaders and take initiative to create positive change. - Jill Schlatter, Memorial Hospital, Carthage, IL
Jill’s dedication to her projects is unwavering. Her leadership, organization, creativity and innovation affects everything she does. Jill’s heartfelt patient care makes her a cornerstone of Memorial Hospital - Carthage. - Liza Perez, Community Health Center of Lubbock, Lubbock, TX
Liza is an outstanding mentor who provides guidance, support and inspiration to her colleagues. She excels in constructive communication and leads by example, demonstrating the values and work ethic for which she advocates. - Renae Staley, Fall River Health Services, Hot Springs, SD
Renae’s ability to motivate and guide teams is remarkable and she has demonstrated exceptional leadership and dedication in her role. Her approachable demeanor has contributed to a culture of excellence, creating a cohesive and motivated workplace.
An individual who provides remarkable guidance,
influence, and encouragement.
The
Summit Award
goes to
Implementation Coordinator – First Year
The Pinnacle Achievers
for this category
- Angie Steiner, Daviess Community Hospital, Washington, IN
Angie’s leadership is a source of confidence and reassurance. She has improved processes and profoundly affected staff performance. Angie is willing, accountable, respectful, committed and inspiring in her pursuit of excellent customer service. - Julie Whitcher, Fall River Health Services, Hot Springs, SD
Julie possesses an extensive understanding of all available resources and how to leverage them effectively. She is the ultimate organizer, kind to others, resourceful and committed to 5 Star success. With Julie, the team always functions at its best! - Kristi Clark, Minidoka Memorial Hospital, Rupert, ID
Kristi makes service excellence about the patients and the employees. Her positivity and forward-thinking helps everyone involved with the SEI to comprehend their impact. Her actions and words show how a 1% change can create positive exponential growth. - Miranda Camino, Johnson County Healthcare Center, Buffalo, WY
Miranda’s enthusiasm and optimism keep everyone organized and focused. Her calm and positive demeanor creates a supportive and encouraging environment, and her leadership has positively impacted team growth and development. - Yasmine De Luna, Camarena Health, Madera, CA
Yasmine’s willingness to learn and adapt was evident from day one. She is a true cheerleader with electric energy and infectious enthusiasm, and the ability to inspire and motivate others. She made this first year not just successful, but extraordinary.
A pillar in the organization who leads, motivates,
listens, communicates, and coaches.
The
Summit Award
goes to
Exceptional Implementation Coordinator
The Pinnacle Achievers
for this category are:
- Abigail Sirek, Ely-Bloomenson Community Hospital, Ely, MN
Abby leads by example, seeking opportunities for improvement and finding the silver lining in any situation. She is a natural leader and teacher, and she had a genuine nature that lets others relate easily to her. Abby keeps everyone on track - and makes it look easy! - Amanda Wright, Family Health West, Fruita, CO
Amanda is a natural cheerleader and organizer with an extroverted personality and the kindest heart. She is the reason many employees get excited about Service Excellence. Prepared with her wagon of training materials, Amanda uses her skills to support and uplift staff while recognizing the talents and successes of others. - Jennifer Myers, Valley Professionals Community Health Center, Clinton, IN
Jennifer ensures that every team member remains on task and on schedule. She balances increased responsibilities from a significant project with her commitment to the Health Center of Choice Initiative. Her focus on personal growth and team collaboration fosters a culture where every team member feels valued and encouraged. - Kerry Jacobsen, Van Diest Medical Center, Webster City, IA
Adept at handling complex tasks with precision, Kerry was perfectly poised to be the Implementation Coordinator for the Service Excellence Initiative. Her meticulous planning and unwavering support made her a true role model for the SEAs and all Van Diest Medical Center employees. - Theresa Klossing, Memorial Hospital, Carthage, IL
Theresa’s dedication, encouragement, patience, positivity and organizational skills keep everyone moving toward their goals. She is always prepared, paying attention to details and ready to find creative solutions to overcome obstacles. Theresa has proven to everyone that she is dedicated to living Memorial Hospital’s FOCUS Values.
A pillar in the organization who leads, motivates,
listens, communicates, and coaches.
The
Summit Award
goes to
The
Summit Award
goes to
Exceptional Employee – Clinical
The Pinnacle Achievers
for this category are:
- Adele Bihr, Hot Springs Health, Thermopolis, WY
Adele is the creator of legendary experiences! Her mantras of “it’s a team effort” and “patients come first” are a part of how she leads new staff and approaches every patient interaction. Adele is humble, helpful and proactive with a true servant’s heart. - Betty Karels-Williamson, Ortonville Area Health Services, Ortonville, MN
No idea is ever too big for Betty. If you want something done, she’s the person to approach. She ensures every caregiver has a voice and a chance to be recognized. Betty creatively makes dreams come true with her positive can-do attitude. - Devin Wanke, Providence Medical Center, Wayne, NE
Devin takes the time to listen and explain things until patients are confident in the care they are receiving. He stays late, works extra hours and always shares his knowledge. Devin is the big warm hug after a tough shift, and a belly laugh when you need it most. - Laurie Lauing, Fall River Health Services, Hot Springs, SD
Laurie consistently demonstrates an exceptional level of expertise and diligence in her work. She is both a listener and a leader, fostering collaboration among team members across departments. With her help, challenges are transformed into achievements. - Moira Rothert, Memorial Hospital, Carthage, IL
Moira is a shining example of servant leadership; consistently demonstrating flexibility, empathy, and stewardship. She prioritizes patient care and demonstrates profound respect for the dignity of patients and families, ensuring they have everything they need.
Provides exceptional service to both patients/customers
and fellow employees.
The
Summit Award
goes to
Exceptional Employee – Non-Clinical
The Pinnacle Achievers
for this category are:
- Claudia Wade, Union General Hospital, Farmerville, LA
Claudia has changed the lives of many in her community for generations to come. She is an involved and proactive advocate for the Hispanic community and women’s health. There isn’t a job too large or small for Claudia and she always approaches her work with a positive attitude and a smile. - Jamie Volkmar, Pana Community Hospital, Pana, IL
Jamie is dedicated to her role and has a work ethic that is second-to-none. Her communication skills keep co-workers informed and ensure excellent patient care and a better overall patient experience. The patients trust her input and feedback, and they know they can always count on her to help to the best of her ability. - Jennifer Munsell, Providence Medical Center, Wayne, NE
Jennifer is a strong leader who keeps patient experience top-of-mind. You can count on her to put the patient experience first and always go above and beyond. Jennifer takes initiative, and actively participates in PMC happenings. She is a true people-person who will take the time to really get to know you. - Patty Aguilar de Romero, Crawford County Memorial Hospital, Denison, IA
Patty is a shining star and an excellent example of a leader showing great drive and initiative. She is a strong advocate for patients who rely on her daily to arrange and understand their accounts. She is kind and empathetic and always makes you feel like you are the only one that matters in that moment. - Rona Kormendy, Ely-Bloomenson Community Hospital, Ely, MN
Rona is, literally, the first-impression of her organization. She embodies the spirit of excellent customer service to her patients, visitors and co-workers. Rona has been instrumental in the transition from an automated phone system to a “live operator” and can be relied upon to lend a hand in many departments in her downtime.
Provides exceptional service to both patients/customers
and fellow employees.
The
Summit Award
goes to
The
Summit Award
goes to
Empowering Manager
The Pinnacle Achievers
for this category are:
- Adam Robinson, Claiborne Memorial Medical Center, Homer, LA
Adam is a positive role-model to his peers and has made many lasting improvements in his department. As an individual raised within the community, Adam is a vital advocate for her organization. He goes above and beyond daily by developing new strategies to lead his team from the past into the future. - Brad Culpepper, Memorial Hospital, Carthage, IL
Every organization needs a Brad Culpepper - a conductor who can orchestrate solutions to the most unexpected challenges. Brad takes opportunities to step back, in order to give his team opportunities to learn and grow. His enthusiasm, care, and unwavering dedication to the Service Excellence journey inspire countless others. - Brooke Gillespie, Franklin General Hospital, Hampton, IA
Brooke has taken FGH from a dwindling facility to one that is thriving. She makes the workplace fun and welcoming, while still holding staff to high standards of care and ensuring that everything gets done efficiently. She understands that great management is about ensuring the best for everyone you care for, including employees and peers. - Heather DuBois, Edwards County Medical Center, Kinsley, KS
Heather is a “go-getter with true passion”. Heather has pushed to make the Service Excellence Initiative successful, starting with her own department and branching out to others. Heather is a firm believer in Huddles, rounding and the DO IT process. She values her employees and coworkers and makes patients feel like a million bucks. - Heidi Toyne, Johnson County Healthcare Center, Buffalo, WY
Heidi’s spreads her positive mental attitude through her facility by using her knowledge, pitching in, and acting as a cheerleader for everyone. She makes sure all employees can access classes and learning opportunities. Heidi has united the staff and created better working relationships with her leadership skills and infectious laugh.
A true leader who encourages individuals to achieve great results.
The
Summit Award
goes to
Exceptional Nurse
The Pinnacle Achievers
for this category are:
- Amber Hill, Grand River health, Rifle, CO
Amber is well-known for her compassion and kind heart. She takes the time to get to know each patient individually, and patients often ask for her by name. Amber’s teaching, helpfulness and community-mindedness make her a valuable asset to her department and organization. - Carlin Keimig, Ortonville Area Health Services, Ortonville, MN
Carlin has a profound dedication to nursing excellence, patient care and education. She is community-minded, the “mom” of her team, and shows her supportive abilities whether she’s teaching, providing nail care for patient comfort, or working in the community. - Krista Patterson, Salina Family Healthcare Center, Salina, KS
Krista’s approach is a perfect blend of professionalism and empathy. She always makes an effort to pause and connect with whomever she is talking to, and she is an invaluable mentor and role model in every aspect of her work. - Liz Hackett, Bothwell Regional Health Center, Sedalia, MO
Liz does more than simply fulfill her nursing responsibilities, she provides a calm and reassuring presence in distressing situations. She shows concern for the patient but also for the patient’s loved ones. Liz cares for both the medical needs and emotional well-being of her patients. - Martha Galloway, Hot Springs Health, Thermopolis, WY
Martha is the type of individual who at first seems subtle and soft-spoken, but who will leave a lasting positive impression. She has intentionally learned new skills so that patients will have better treatment closer to home. Simply put, patients love her and her peers appreciate her as well.
An individual who provides outstanding levels of
compassion and quality care, while being supportive,
a good listener and constantly improving.
The
Summit Award
goes to
The
Summit Award
goes to
Customer Focused Provider
The Pinnacle Achievers
for this category are:
- Andres Torres, Rio Grande Hospital & Clinics, Del Norte, CO
Andres shows great dedication to his patients, not just serving them within the hospital but also working with marginalized communities. He is an extremely involved volunteer, helper, and teacher. Andres always has a smile and can see the positive in even the ugliest situation. - Jim Woehl, Fall River Health Services, Hot Springs, SD
Jim is never too busy to stop and listen. He naturally connects with everyone, which is evidenced in his laughter, tears, and vast shared knowledge. He is active within the community and practices what he preaches. The best way to encourage others is to live by leading, and Jim surely does. - Kelsey Hott, Kiowa County Memorial Hospital, Greensburg, KS
Kelsey gives personal attention to every patient she encounters, even making house calls. She maintains comprehensive knowledge of her patients’ medical histories, which allows her to provide tailored and effective care. Kelsey has invested her life in the hospital, and it shows up in the quality of care she provides. - Megan O’Brien, Franklin General Hospital, Hampton, IA
Megan stands out as a provider who truly cares about her patients, their families, her co-workers and her community. Community members are excited when they see Megan participating in fun events, and children are excited when they see “their doctor” in the community as well as in the office. - Michelle Miller, Valley Professionals Community Health Center, Clinton, IN
Michelle shows an extraordinary commitment to patient care, often going beyond what is expected and making a profound impact on those she cares for. She is relentlessly committed to her patients, even when off-duty. Her attention to detail saves lives and creates profound impact with her patients.
An individual who is respectful and professional,
with empathy for those they serve.
The
Summit Award
goes to
Customer Focused Physician
The Pinnacle Achievers
for this category are:
- Dr. J. Gregg Fozard, Pinckneyville Community Hospital, Pinckneyville, IL
Dr. Jennings a true icon of excellence. She is an exceptional physician with unwavering commitment to her patients and unparalleled people skills. Dr. Jennings’ remarkable personal skills foster genuine and lasting patient relationships. - Dr. Jennifer Reed, Memorial Hospital, Carthage, IL
Dr. Reed has become like family to many of her patients. She consistently prioritizes patient care beyond clinic times and adjusts treatment in changing circumstances. She considers her ability to serve patients and residents to be a blessing. - Lewis Hutfles DO, Salina Family Healthcare Center, Salina, KS
Dr. Hutfles has a heart for healthcare, ensuring that each patient receives not only medical treatment, but also emotional support and personal attention. His approach is not just about treating ailments, but also nurturing the overall health of those in his care. - Megan Olson MD, Hot Springs Health, Thermopolis, WY
Dr. Olson is a highly involved physician who has undertaken many projects to create a safe and effective healing environment for her patients and colleagues. She is one of the region’s most beloved obstetrical providers, performing over 40 deliveries to date. - William Mark Haynes MD, Claiborne Memorial Medical Center, Homer, LA
Dr. Mark has spent every day or his career working to put his patients first. He has a keen ability to connect with patients and staff in a respectful way. He encourages his staff to be leaders, and he is seen as more than a physician: he is a friend.
An individual who is respectful and professional,
with empathy for those they serve.
The
Summit Award
goes to
Empowering CNO/DON
The Pinnacle Achievers
for this category are:
-
- Alicia Kunz, Fall River Health Services, Hot Springs, SD
Alicia’s approach goes beyond management; she inspires and mentors her colleagues to strive for excellence, fostering a culture of continuous improvement and achievement. Her dedication to improving interdisciplinary teamwork promotes better health outcomes and ensures other departments have the support that they need. - Amy McDonough, Van Diest Medical Center, Webster City, IA
Amy shows remarkable commitment to improving the patient experience, creating a nurturing environment and enhancing overall satisfaction. She is dedicated to coaching and developing the skills of her team members. Her positive influence shapes her organization’s culture, creating a sense of purpose and pride in the team. - Nicole Haglund, Providence Medical Center, Wayne, NE
Nicole has great rapport with patients, staff and the community. She always follows through, and she empowers staff to make the best decision for the department or team. She is passionate about providing the best care possible and is constantly working to improve the services and care provided at PMC. - Raigan Brown, Memorial Hospital, Carthage, IL
Raigan encourages and supports her colleagues in their professional development. She models professional behavior and attitudes among staff, leading to positive impacts on patient experience. Reagan takes the time to be “real”. She does whatever it takes to support her team and her organization. - Theresa Sheer, Crawford County Memorial Hospital, Denison, IA
Theresa actively seeks out feedback and is very good at finding effective solutions for a variety of problems and improvements. She does a great job of keeping the people around her informed. She is a “hands on”, caring leader who can be counted on whenever a need arises.
- Alicia Kunz, Fall River Health Services, Hot Springs, SD
A leader who cares deeply about their patients
and brings out the very best in the people they work with.
The
Summit Award
goes to
The
Summit Award
goes to
Motivating Administrator
The Pinnacle Achievers
for this category are:
- Heidi Hinkle, Good Samaritan, Vincennes, IN
Heidi encourages her staff to collaborate by identifying strengths and needs, and encourages her team to collaborate on projects. She directs multiple diverse departments with the common goal of improving patient care. Heidi is creative in the way she empowers staff to be their best every day. - Jenna Bedwell, Daviess Community Hospital, Washinton, IN
Jenna’s strength is effective communication. She listens first, then creates plans using feedback from her team. She is present in the trenches, working side by side with others to make improvements. She is improving care and motivating staff to be their best, one individual and one patient at a time. - John Kannas, Ely-Bloomenson Community Hospital, Ely, MN
John comes to work every day with the intent to support staff and embrace Service Excellence. He ensures that staff are informed with concise, practical and relevant tools to work together and serve patients. He keeps teaching fun and informative, his actions and demeanor are both contagious and encouraging. - Sara Zielinski, Minidoka Memorial Hospital, Rupert, ID
Sara’s contributions have led to increased morale, workflow efficiencies and better patient satisfaction. She demonstrates a commitment to excellence and empowers her staff to do the same. The collective success of her team is a direct result of her motivation and dedication. - Ted Andersen, Rio Grande Hospital & Clinics, Del Norte, CO
Ted builds solid, impactful relationships and goes to extraordinary lengths to give patients what they need. He ensures that staff feel safe and secure in their roles. Seemingly unaware of the profound impact he has on those around him, Ted’s generous actions motivate and inspire others to rise to his exceptional example.
A leader who uses creativity and understanding
to provide motivation for improvement and empowerment.
The
Summit Award
goes to
Inspiring CEO/President
The Pinnacle Achievers
for this category are:
- Erin Muck, Crawford County Memorial Hospital, Denison, IA
Erin’s goal is to serve her community with the best healthcare possible. She leads by example, looking for the most effective ways to support and build her organization and surrounding area. As the Lisa Haisha quote says, “Great leaders don’t set out to be a lead, they set out to make a difference.” …and Erin is making a difference. - Jeremy Schultes, Fall River Health Services, Hot Springs, SD
Jeremy shows appreciation for the caregivers around him by doing the “small stuff”. He models behavior, encourages, inspires, enables others to be their best selves and challenges processes for the good of a shared vision. Jeremy really listens and leads with grace, kindness and joy. - Lisa Ridge, Van Diest Medical Center, Webster City, IA
Lisa’s leadership is a testament to the principle that 5-star behavior starts at the top. She uses her background as a nurse to underscore her understanding of patient care. Lisa cultivates a culture where outstanding care is standard and community involvement is valuable. - Randy Dauby, Pinckneyville Community Hospital, Pinckneyville, IL
Randy’s leadership style is inclusive - he offers regular CEO chats and can often be seen helping in all aspects of the hospital. He encourages and supports everyone involved in the Service Excellence Initiative and empowers every staff member to take initiative to provide an excellent experience for PCH’s visitors and patients. - Tom Murphy, Minidoka Memorial Hospital, Rupert, ID
Tom is an innovative and inspiring visionary who has helped to transform his hospital into a renowned healthcare organization. He makes sure to be present at a various times to check in with all staff, and he is committed to innovation and improvement. As a leader, Tom shows honesty, integrity, humility and kindness.
A leader who inspires with energy and
passion and leads by example.
The
Summit Award
goes to
Service Excellence Advisor Team
The Pinnacle Achievers
for this category are:
- Can Do Crew, Camarena Health, Madera, CA
This team has the ability to maintain high morale and positive energy even in challenging circumstances. They work seamlessly across departments, fostering strong relationships and a work culture where everyone feels valued and motivated. - Gopher ItCrawford County Memorial Hospital, Denison, IA
Using personal experiences, role-play and open discussion, this team masterfully navigated resilience training all year as the facility underwent an EMR transition and building project at the same time. Their supportive, collaborative and cohesive team dynamic fosters an environment where creativity and innovation thrive. - Reading Rainbow, Daviess Community Hospital, Washington, IN
This team shrugged off their fears and inhibitions to form a highly effective team. Their support of each other has made them role models of Service Excellence. Their phenomenal presentation skills, humor and easy-going style helped to connect them as a trio, but also connected them with their audience for engaging and fun workshops. - Out to SEA, Kiowa County Memorial Hospital, Greensburg, KS
At the end of their workshops this team had only 2 Advisors and 1 Ambassador. Despite this challenge, they stayed positive and delivered their workshops as though it was always the plan. They led fun and educational sessions with enthusiasm and positivity, and are a leading factor in potential SEA interest for next year. - Game Changers, Valley Professionals Community Health Center, Clinton, IN
Game Changers demonstrated exceptional creativity, empathy, and leadership in a presentation that has deeply resonated with the staff. Their personal stories, connected with organizational values, have uplifted and inspired their colleagues. Their contribution played a pivotal role in inspiring a positive and empowered workplace.
A team with positive attitudes, who combine their
frontline enthusiasm and skills for the betterment of all.
The
Summit Award
goes to
OASIS Team
The Pinnacle Achievers
for this category are:
- Tim and the Goal Diggers, Edwards County Medical Center, Kinsley, KS
Inspired by their experience at HCSEC 2022, The Goal Diggers returned home to make significant changes to their onboarding process. With diligent research and identification of hindrances in the hiring and training process, this team was able to create a streamlined and reliable system that is predictable and effective. In addition, they have identified 2 more related OASIS projects for the future! - Communication Flow Masters, Good Samaritan, Vincennes, IN
This team created and implemented comprehensive, standardized communication guidelines. Their innovative approach and attention to detail have made a significant impact on the organization and the community. Their telephone etiquette guide has enhanced the quality of interactions and fostered a culture of professionalism and respect in communication. - Service Excellence Content Committee, Grand River Health, Rifle, CO
Using unique ideas and feedback from co-workers, this committee improved the SEA Workshops for this year. As they went “back to basics,” staff were given an opportunity to learn first and to participate in an interactive Escape Room afterward. This innovative approach provided necessary learning while also creating engagement, excitement and connection. - Hire and Inspire, Memorial Hospital, Carthage, IL
The Hire and Inspire team identified opportunities to engage with the community and support local students. Their work with the Health Career Club has reduced the time required for the hiring process, enhanced connection with regional high schools and improved culture promotion at the hospital. Their work targets more than clinical roles, they also impact entry-level and non-clinical positions within the organization. - LEAD Team – Discharge Information, Van Diest Medical Center, Webster City, IA
This team was interested in improving their scores in Care Transition. Their work successfully adjusted discharge habits to include a discharge checklist, patient information folders, a revived hospital-to-home program and a comprehensive list of community resources. They met their goal of a 10% improvement and have established a program to create awareness and identify improvement opportunities.
An innovative group of leaders who
work together to effect positive change.
The
Summit Award
goes to
DO IT Improvement Project
The Pinnacle Achievers
for this category are:
- Patient Resource Guide, Crawford County Memorial Hospital, Denison, IA
When the tool designed to improve patient discharge experience fell short of expectations, this DO IT team identified a need for a more comprehensive communication device. The Patient Resource Guide was developed to be a centralized tool that travels with the patient from admission to discharge to after care, ensuring continuity and clarity throughout their hospital experience. - Café Renovation, Ely-Bloomenson Community Hospital, Ely, MN
When pandemic regulations caused the closure of the cafeteria, staff were left with no fresh and hot food options on-campus and no place to gather for a mental break. As a result, morale dropped and staff isolation increased. In response, cosmetic changes were made to the space and the café started to offer coffee, hot food and cold menu items again. This demonstrated that EBCH prioritizes staff well-being and comfort. - Insurance Verification, Franklin General Hospital, Hampton, IA
The Insurance Verification project focused on helping consumers to identify and sign up for valid insurance resources for their medical care. This project has led to insurance corrections which have prevented consumers from being switched to self-pay or resulted in insurance denials. Consumers are now provided peace of mind and the hospital is seeing cost savings due to the decrease in outstanding balances. - Medical Nursing, Minidoka Memorial Hospital, Rupert, ID
For years, nurses have been frustrated and supplies have been wasted because secondary IV tubing was not being labelled. This project identified a workflow problem related to the location of the materials. By adding a sticker to the tubing to eliminate needing to go to 2 locations for supplies and hardwiring the task into night shift duties, a simple and effective solution has removed the frustration. - Busy Bags, Providence Medical Center, Wayne, NE
Children were coming to appointments with their parents and had nothing to occupy their time while waiting, getting fidgety and impatient. Busy Bags were created to help them pass the time, using easy to clean bags, clipboards, and easily replenished paper and drawing supplies so that children could borrow a bag to keep busy while in the office. The bags have been a huge hit!
A team that defines dissatisfiers,
takes action, and creates improvement.
The
Summit Award
goes to
Service Excellence Council
The Pinnacle Achievers
for this category are:
- Edwards County Medical Center, Kinsley, KS
This Council started as a barely functioning group who rarely met, but they have transformed into an active council in which every member participates in Service Excellence. They support SEAs in educating new employees, celebrate successful DO ITs and encouraging more involvement from all employees. This is a strong council that is seeing change happen in real time. - Ely-Bloomenson Community Hospital, Ely, MN
With remarkable leadership and innovation, this Council has significantly improved morale and elevated service standards. They have spearheaded the change process and revitalized the hospital’s organizational culture with awards, retreats and initiatives. They are dedicated to creating an environment where exceptional care is the norm rather than the exception. - Fall River Health Services, Hot Springs, SD
This Council takes extra time to meet every two weeks to further the mission of becoming a 5-Star organization. Each member takes on a role that fits their personality, working together as a big family toward a common goal. Through their efforts and encouragement the SEC has overcome fears and shyness and created effective improvements for the whole organization. - Memorial Hospital, Carthage, IL
Through strategic initiatives, effective communication, and a commitment to employee and community engagement, this Council has significantly contributed to Memorial Hospital’s continued success. They are responsible for many campuses (which has made inclusion and connection difficult) but with ingenuity and intentional planning everyone is on track and they continue to maintain their 5-star rating. - West Jefferson Medical Center, Marrero, IL
The Council at West Jefferson Medical Center, affectionately known as “The Magicians”, are committed to hiring great leaders, getting people involved with creative community projects and focusing on diversity and inclusion. The Magicians are always looking for ways to enhance the experience of everyone at WJMC. Their enthusiasm, creativity and dedication are infectious and their impact is undeniable.
A team dedicated and committed to the vision,
ensuring exceptional teamwork with forward momentum.
The
Summit Award
goes to
Outstanding Staffing Fix Transformation
The Pinnacle Achievers
for this category are:
- Camarena Sluggers, Camarena Health, Madera, CA
The Camarena Sluggers have successfully reduced new hire turnover, which has also reduced the stress of training new hires. They are focused on retaining skilled staff which has translated into favorable facility ratings and an increase in highly qualified employees applying for roles within the organization. They are focused on rolling out processes that will ensure continued improvements and reliability in the future. - Staffing Fix, Crawford County Memorial Hospital, Denison, IA
The Staffing Fix team changed continuous employee loss and high traveler costs in the Radiology department to a revamped hiring model which added weekend positions and packages and achieved a $0 traveler cost. This novel change to the hiring process took into consideration the desire to become a 24/7 Radiology service while also keeping in mind the needs of the employees, and has been wildly successful. - Peak Performers, Daviess Community Hospital, Washington, IN
The Peak Performers have implemented a comprehensive preceptor program, hiring referral program, monthly CEO breakfast meetings, a revamped interview process and have begun to leverage social media to achieve positive results in staffing. These efforts have increased morale and changed community perception of the hospital while also ensuring a reliable and competent team.
A team dedicated to improving staffing issues in turnover reduction,
absence improvement, and improved staff morale.
The
Summit Award
goes to
Outstanding Swing Bed Transformation
The Pinnacle Achievers
for this category are:
- Swing Bed, Crawford County Memorial Hospital, Denison, IA
Initially, there was a lack of engagement in the Swing Bed Program at Crawford County Memorial Hospital. A change in leadership identified many internal factors that were challenging the process, and shortly thereafter CCMH began to see improvements. Providers are now educated on advantages of the program, feedback from patients is positive and the readmission rate has dropped. - Team Thrive, Edwards County Medical Center, Kinsley, KS
In order to make the unit feel like a home away from home, survey responses determined that televisions, bedside tables, lifts and shower chairs were particularly challenging. Research, testing and upgrades were undertaken by Team Thrive and all items have been streamlined and upgraded. Finally, welcome kits were created to make the patients’ stay more personalized and comfortable. - MHS Swing Bed Team, Madison Healthcare Services, Madison, MN
The MHS Swing Bed Team’s proactive approach to care coordination and evidence-based practices has been very successful. Innovative marketing strategies have increased awareness of the program and garnered widespread support among healthcare providers. They have institutionalized best practices, standardized protocols - Bridge to Home, Pana Community Hospital, Pana, IL
After some initial struggle, Swing Bed processes at Pana Community Hospital became hardwired, confidence grew among the team and revenue increased. Patients have been returning home to their previous level of independence and new jobs have been created to increase the nursing team. PCH has achieved and exceeded their goals for the Swing Bed program and gained the trust of the community.
A team that demonstrates improvements in
quality and marketing measures, increasing
swing bed census that is sustainable throughout
the program and beyond.
The
Summit Award
goes to
Outstanding First Year Service Excellence Initiative
The Pinnacle Achievers
for this category are:
- Bothwell Regional Health Center, Sedalia, MO
When leadership committed to making daily new patient welcome visits, patients were initially surprised to see senior leaders visiting them in their rooms. Visits have taken anywhere from 5 minutes to an hour and have resulted in steady increases to patient loyalty scores in the past 3 quarters. In addition, genuine conversation has led to several improvements including: larger towels, complimentary sleep masks, and coloring pages. - Camarena Health, Madera, CA
The Service Excellence Initiative has led to positive changes in communication and teamwork across the organization, which has resulted in beneficial process improvements. Patient satisfaction scores have risen to over 91% and online employer ratings on Indeed and Glass Door have increased from 3.4 to 4.4 stars from current staff. By fostering a supportive work environment and providing professional development opportunities, the organization has empowered its emplyees, leading to increased engagement, morale and retention. - Daviess Community Hospital, Washington, IN
The Service Excellence Initiative has created more smiles in the hallway and an overall shift in morale among coworkers. Daviess’ recommendation and communication ratings have all climbed by at least 5%, with some ratings increasing by 30%. The mentality in the hospital has shifted to “How can I help?” and DO IT projects have already saved the hospital thousands of dollars and improved patient satisfaction.
A role model in successful positive changes in communication,
teamwork, engagement, and empowerment
in the first year Service Excellence Initiative.
The
Summit Award
goes to
Medical Clinic of Choice
The Pinnacle Achievers
for this category are:
- Grand River Health Clinic West, Grand River Health, Rifle, CO
Through their dedicated efforts, Clinic West have notably improved productivity, lowered expenses, and reduced turnover. Their accomplishments are reinforced by high survey scores, award nominations and community recognition. Grand River Health Clinic West embodies a culture that is markedly different and healthier than before, thanks to the Service Excellence Initiative. - Rawhide Rural Clinic, Niobrara Community Hospital, Lusk, WY
Rawhide Rural Clinic continuously receives accolades for their timely check-in process and kindness of the registration team. They work hard to make the clinic environment positive and welcoming with a culture focused on the highest level of care and a proactive approach to brainstorming new ideas for improvement. The clinic also diligently supports the community, which further cements a positive experience. - Family Medical Center, Pinckneyville Community Hospital, Pinckneyville, IL
At Family Medical Center, the Service Excellence Initiative has increased the bonds between the different areas of the hospital. Starting with huddles increased engagement among employees. Serving the community with exceptional care has improved survey scores and generated high praise, with patients saying they “couldn’t ask for a better experience”. - West Jefferson Primary Care Marrero, West Jefferson Medical Center, Marrero, LA
The clinic’s work environment and culture are positive, healthy, welcoming, and inviting. The clinic is committed to 100% participation in SEI meetings. Patients notice that aside from getting the job done well, the staff also respect each other and have fun in the process at their “work home”. West Jefferson Primary Care – Marrero consistently performs at a high level and continues to go above and beyond.
A medical clinic that embodies Service Excellence
in the capacity of compassion and education.
The
Summit Award
goes to
Hospital Provider of Choice
The Pinnacle Achievers
for this category are:
- Ely-Bloomenson Community Hospital, Ely, MN
Ely-Bloomenson Community Hospital has had an incredible year. They saw the introduction of the “Blessings Backpack” program, completed 39 DO IT projects, and have been recognized with many awards. They aim to provide excellent patient-centered care and a positive work culture, and EBCH remains steadfast in its commitment to community health and engagement. - Memorial Hospital, Carthage, IL
Memorial Hospital is set apart by their unwavering commitment to excellence, innovation and compassionate care in rural healthcare. In 4 years, employee engagement scores have risen from 45% to 90.7%. Their professional development offerings allow leadership to improve and share their skills in more effective ways. They hear that “it feels different here” from patients, families and new team members. - Van Diest Medical Center, Webster City, IA
A strong sense of respect and collaboration can be found throughout Van Diest Medical Center. The employees embody the core values of Compassion, Accountability, Respect, Excellence and Service, which led to a 5-star Overall Rating from CMMS in July 2024. Staff members, leadership and providers are committed to providing exceptional service that will keep their community healthy, active and vibrant.