Summit Awards [2016]

Wilson Medical Center experienced incredible growth in the last year, meeting the needs of a neighboring community that lost their primary care services. Their continued focus is collaboration, cooperation, and providing the best care possible.

Harrisburg Medical Center’s dedication Service Excellence is outstanding. They continue to bring excellent service to patients and their commitment never waivers. For their staff, it’s not just a job - it is truly a second family.

CHI St. Alexius Health-Carrington is a rural critical access hospital providing high quality, safe patient care to everyone who walks through the door. They strive to make the hospital experience pleasant, and make patients feel like they’re home.

Aspen Valley Hospital is a community hospital “small enough to care and large enough to heal.” They are defining and creating a culture that expects the extraordinary and supports educating, engaging and empowering frontline staff.

After monitoring a downward trend in patient satisfaction, this clinic made changes to address patient dissatisfiers – not only have the scores improved, the positive results have been sustained. The biggest change is that staff now believe in themselves, work together, and are proud of the difference they make.

This clinic should be commended for their hard work and dedication to patients over this past year. Staff that previously worked as individuals suddenly stood together, in spite of many differences, working together on new processes for the care and well-being of patients.

After 2 years of Service Excellence training, there has been a big change in culture at this facility. Improvements in communication between staff members has given everyone a vested interest in their success. The clinic is growing, evolving and providing excellence to customers and the community.

Harris is always demonstrating the type of behavior he expects from his employees. He listens without judgement, encourages everyone to do their best, and challenges staff to approach problems in a new way – he leads by doing.

Jim established a culture of service in hopes of improving the entire patient experience and improve satisfaction rates. He improved the morale of the hospital by believing in the Service Excellence program and empowering all individuals.

Mark has made significant contributions to the quality of patient care, work life for employees, and overall performance. He is honest, forward thinking, and is unyielding in his commitment to his hospital and the surrounding community.

This council has served as the foundation of the Initiative, a collaboration of many different views and levels of expertise. They are always seeking new ways of improving morale through celebrations and recognition.

This Council has a passion for change, and their goal is to inspire exceptional care. The members have meshed and grown into an interdepartmental team who have the best interests of the organization at heart.

This Council started the year focusing on the frontline. They conducted a survey of all staff asking for project and training suggestions, gaining insight, adding credibility and fostering a positive culture.

Marla is passionate about customer service. Employees see her as the face of Service Excellence; she leads by example, working diligently and putting in long hours for patients and colleagues. She continues to be the voice of frontline staff.

Marisa’s motivation keeps everyone enthusiastic and engaged, and she inspires others with her daily interactions and overall performance. Her ability to coordinate, organize, plan, schedule and implement the program is exceptional!

Despite being unexpectedly thrust into the role of PD, Megan kept up the pace without losing momentum. She has a tremendous positive effect on employee morale, serving as coach, mentor, and cheerleader to all staff members.

Brenda is always looking for ways to improve Service Excellence for patients and staff. She is one of the first people to ask what could be done better, and she never forgets to take care of staff members, making them feel valued and important.

Becky is the backbone of Service Excellence at Carrington. Her tireless effort, perseverance, and support provides encouragement to others. Her kindness, compassion, and dedication inspires and engages everyone she works with.

Cindy has been a Center Program Coordinator for 5 years, and her experience and insight has turned many shy, quiet SEAs into confident, strong leaders. Her expertise reassures staff, patient, and families.

Jessica has been a constant force for the Service Excellence Initiative. She encourages and motivates others, promoting the success of her team over her own achievements. She considers it a privilege to serve patients and colleagues.

Whitney has been an advocate for Service Excellence from day one, always smiling and helping wherever she can. She is passionate about creating positive change, and she models honesty, integrity and positivity in all aspects of her job.

Karen was a key player in implementing Service Excellence at Dundy, and her genuine, caring attitude continues to contribute to the success of the program. Her attentive listening shows SEAs that she can be trusted with any issues that arise.

Cynthia is a highly accountable leader, offering guidance in any project that is presented to her. She has never failed to help someone who needs her. Her organization, diligence, and support inspires employees to higher performance.

This team revamped a struggling program and turned it into a success. They improved morale by recognizing employees who go above and beyond. Their work has shown employees that they are important, appreciated, and noticed.

This team was formed to achieve the cultural and professional aims needed by providers. By fostering team cohesiveness among providers, this team gave those providers a sense of professional support, making them feel valued and engaged.

This team discussed perceptions about hospital communication and evaluated how they could improve inter-departmental and interpersonal communication. They’ve seen that better communication relates better patient care and employee morale.

This team established a model for interdepartmental projects that emphasizes collaboration and patient satisfaction. By breaking down barriers to success, many client dissatisfiers have been eliminated and employee morale has improved.

This team drastically reduced the need to re-bill patients by simplifying the process of charging accounts. Many departments worked together on this project, and the results show how teamwork and communication make a positive impact.

TALONS is a customized interpretation of the PDSA model. It has been adopted organization-wide, and it has given everyone an opportunity to participate in performance improvement in an understandable and meaningful way.

The Impressionists are shining examples of, creativity, positivity, and commitment. They seek out opportunities to improve patient care and customer service. Their workshops were so much fun, some people asked to attend twice!

This group is constantly trying to reach above and beyond for patient satisfaction. Their workshops gave people a new perspective on how to best serve patients and residents with compassion. They still practice what they preach!

This team has shown amazing dedication to Service Excellence and an incredible willingness to go outside their comfort zones. Team Stop It’s energy and enthusiasm has helped improve the morale and culture of their organization.

Dr. Murphy’s abilities, determination, and honesty set him apart from the crowd. Through his efforts, he has brilliantly modeled teachable moments and educational opportunities, and he demonstrates the importance of making a positive impact.

Dr. Pilapitiya is kind, friendly, patient, and approachable – he responds quickly to patient enquiries and participates in many community outreach programs. His meticulous work ensures that every patient feels safe in his care.

Dr. Allman is a phenomenal physician and a true superhero. He refuses to accept mediocrity, and quietly fights to achieve and maintain the highest quality of health care. He treats patients, employees and the community with compassion and dedication.

Dr. Burke lives by the motto “We are always here to serve.” She is kind and professional, and her door is always open. She empowers her colleagues personally and professionally, and makes each patient feel loved.

Heather strives for greatness in herself and her team. She never hesitates to step in and help out, and her dedication and insight are reflected in her many accomplishments. She is a role model for Service Excellence.

Tina always has patient/customer satisfaction in mind. Her positive demeanor encourages employees to do their best and recognize the best in others. Her empowering leadership style has benefitted patients and employees alike.

Jonathan is always setting high goals, promoting high expectations and going the extra mile. His actions frequently extend beyond the call of duty, although he never expects acclaim or recognition for his selfless efforts.

Kyle demonstrates the skills of a seasoned and successful manager. He treats everyone with compassion, respect, and patience. He supports his colleagues with verbal and written encouragement, and he never quits before the job is done.

Kathy leads by example in patient care at Dundy. She is an amazing role model to all who watch her patient interaction and care. If anything is needed for the patient, Kathy will find a way to make it possible.

Bev is available to help everyone, and does it with kindness and a smile. She approaches issues with professionalism and integrity, everyone knows that they can depend on Bev’s integrity and dignity.

Shelly always greets patients and staff with a smile! Her upbeat personality sets the tone for patients, visitors, and staff. Her attitude sets the tone for a pleasant patient experience - she is a day brightener!

LeAnne has helped to create an environment of learning, involvement and ownership. She is truly a team oriented employee, and she has an amazing attitude. Her incredible work ethic makes her an irreplaceable employee.

Julie has been a champion for Service Excellence. A true role model, she is always positive and spreads this throughout the organization. Her empathy, compassion and understanding brings calm to crisis situations.

Linda creates an open rapport with colleagues, embraces change, and develops strategies to meet challenges head on. She continuously shows staff what it means to feel supported, and her impact is felt even when she isn’t there.

Susan has a fire in her that leads her to great things, embracing personal and professional challenges fearlessly. Her co-workers and friends value her opinion and knowledge, and she pours her heart into everything she does.

Dee-Ann has spent most of her adult life caring for others, first as a paramedic and then as a nurse. She always acts in the patient’s best interest, even taking extraordinary measures to ensure their safety. She has consistently demonstrated a spirit of giving and service.

Ann is an amazing mentor to SEAs, in her department and throughout the hospital; she has been an inspiration. She is the role model that everyone needs; her quiet confidence and unshakable positivity make her invaluable.

Patty has a positive outlook and encourages everyone around her to provide excellent service. Her customer centered attitude is contagious and she always strives to be the best. She’s always willing to help wherever she’s needed.

Deanne always has a smile on her face. She makes everyone feel special, and many residents and patients consider her family. She is truly committed, caring, and responsive.

Kim is a true leader and motivates others with her “can do” attitude! She is always looking for a way to make someone smile, and she always goes above and beyond to give the best customer service.

Jessica has inspired a whole new generation of SEAs. She volunteers throughout her community, and she’s an inspiration for all those who think they “can’t” – after overcoming her fear of speaking, she’s the poster child of “Yes, I can!”

Mitch truly believes in the benefits of Service Excellence. He has an exceptional relationship with his co-workers, and his care, dedication, and generosity has created a light hearted atmosphere for patients and colleagues.

Rex has the ability to light up a room – he is kind, humble, genuine, and a friend to all. He treats every patient and customer like family. Rex’s commitment and dedication has a direct impact on the attitude and morale of his colleagues.