2020 marks the 20th anniversary of the HealthCare Service Excellence Conference and the prestigious Summit Awards. Since the inception of this program in 2005, we have presented 295 Summit Awards and 693 Pinnacle Awards to individuals and organizations who represent the very “Best of the Best” in Service Excellence. We would like to thank everyone, past and present, for creating such a rich history of Service Excellence. Without you, this Night of Excellence would not be possible.
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 15 award categories are then eligible to receive the prestigious Summit Award, which recognizes significant achievement and dedication in improving initiatives in the following areas:
The quality of service to patients/customers.
The quality of work life for professionals.
The performance of organizations.
Summit Award Recipients
Pinnacle and Summit Awards Recipients
Pinnacle statusis awarded to the top 3 or 4 nominees in each category.
Click on the Grey Bar to see the 2019 Summit Award Recipient.
Service Excellence Advisor – First Year
A team leader and role model who encourages and supports others to improve
Maurice “Mori” Church, Cameron Memorial Community Hospital, Angola, INMori Church is not only a stand out employee, he is a wonderful human being. Mori is energetic, enthusiastic and down to earth all at the same time. Anyone who meets him will notice his love for the Cameron organization and our community.
Sidney Thrapp, Memorial Hospital, Carthage, ILSid is always courteous, kind and helpful. He went from someone that kept his head down to someone that helps others embrace what Service Excellence is all about. Sid has become the poster child for “It’s the Right Thing To Do.”
Sharon Haynie, Rio Grande Hospital, Del Norte, COSharon always has a smile on her face. She is a gifted speaker and storyteller, and the first to make sure that everyone has what they need for their job. She leads by example, and gives her fellow employees perspective.
Eric Schoer, San Luis Valley Health, Alamosa, COEric is an outstanding employee, always going above and beyond to ensure patient satisfaction. His patients love him, and he’s always on focused on Service Excellence - he takes this into consideration with everything he does.
Maurice “Mori” Church Cameron Memorial Community Hospital
Accepting Award is Jennifer Hagerty
Service Excellence Ambassador
A role model with a positive attitude, who assists, motivates and guides SEA’s
Jerene Barndt, Good Shepherd Health Care System, Hermiston, ORJerene is a true teacher and cares deeply about the SEI program. You can always count on her to lend a helping hand, and her positivity for the hospital is contagious. Jerene is always available to help her teams perfect their presentations.
Jennifer Carlson, Sioux Falls Specialty Hospital, Sioux Falls, SDJenn has been at SFSH for 18 years, and has filled the role of Ambassador for three. She has been a top performer and a beacon of positivity. Everything Jenn does as an Ambassador is focused on elevating her team.
Theresa Moon, Union General Hospital, Farmerville, LATheresa has been instrumental in promoting Service Excellence at Union General. She brings humor in all situations and she is the model of the behavioral standards. Theresa always has a smile on her face and a welcome for all.
Jennifer Carlson from Sioux Falls Specialty Hospital.
Exceptional Nurse
Provides outstanding levels of compassion and quality care. Is supportive, a good listener and is always improving
Ashly Lehman RN, Good Shepherd Health Care System, Hermiston, ORAshly is a true leader. She holds people accountable and has the respect of her co-workers. When Ashly knows a job needs to be done, she is the first person to jump up and help or get it done herself.
Melissa Wilson RN, Jackson County Regional Health Center, Maquoketa, IAMelissa illustrates what it means to have a strong work ethic, attitude of compassion, and attention to detail. She excels at making patients laugh and smile; even in tough situations.
Joni Brown RN, Neighborhood Health, Fort Wayne, INJoni is a very dedicated individual. Everything she does aligns with an attitude of excellence. She is very courteous with both patients and coworkers, always has a willingness to help, and consistently has a positive outlook on the day.
Amy Oaks RN, San Luis Valley Health, Alamosa, COAmy is a bright spot in everyone’s day, always bringing a positive attitude to work. She exemplifies what a nurse should be: compassionate, knowledgeable, caring, dedicated, willing to learn and always up to the task at hand.
Melissa Wilson from Jackson County Regional Health Center
Exceptional Employee
Provides exceptional service to both patients/customers and fellow employees
Heather Milne & Deb Demeulenaere, Aspen Valley Hospital, Aspen, COHeather and Deb have created a grassroots support system for their patients. “Over and above” is an understatement for these ladies. There is no limit or timeframe: for Heather and Deb it is continuous patient service: after 5, on the weekend and even holidays.
Keeighja Kinnie, Neighborhood Health, Fort Wayne, INKeeighja is passionate about what she does for Neighborhood Health, and she does it with grace and kindness. She genuinely cares about her team and her community and it shows through her actions even more than her words.
Donna Ashing, Stanton County Hospital, Johnson City, KSDonna works well with the hospital staff and visits with patients to learn their preferences. She is proud to work for Stanton County Hospital, and is always willing to do anything asked of her with kindness.
Natalie Puckett, Wilson Medical Center, Neodesha, KSNatalie’s passion for other human beings in exceptional. She puts everything into help others, whether in our hospital or the community. Natalie greets any visitor, patient, or co-worker with a smile and a positive comment.
Heather Milne & Deb Demeulenaere from Aspen Valley Hospital
Empowering Manager
A true leader who encourages individuals to achieve great results
Kelly Shelburne, Cameron Memorial Community Hospital, Angola, IN Kelly is a wonderful example of what Cameron stands for. Caring, genuine, and hard-working describe her leadership. Kelly makes herself available at all times. Her compassion and follow-through help with patients and employees alike.
Stacey Mohr, Jackson County Regional Health Center, Maquoketa, IAStacey is upbeat and energetic. Her participative leadership instills a respectful relationship in her team that overflows to the patient. By working with her staff to provide direct patient care, Stacey has developed great rapport in her team.
Jennifer Wheeler, Ozarks Medical Center, West Plains, MOJennifer is the definition of service excellence. She always chooses to be compassionate, enthusiastic, and proud to be with Ozarks Medical Center. Customer service and employee recognition are two of her greatest passions.
Michelle Gay, San Luis Valley Health, Alamosa, COMichelle has a passion for excellent patient care and does not hesitate to help if she can. She truly believes in Service Excellence. Michelle wants to see San Luis succeed in providing safe, service-oriented, quality driven patient care.
Michelle Gay from San Luis Valley Health
Accepting Award is Tennie Masterson
Customer Focused Physician/Provider
Professional and respectful, with compassion for those they serve
Dr. Todd Rumsey, Cameron Memorial Community Hospital, Angola, INSometimes you meet a person and know that they are living out their passions through their work. Dr. Rumsey is one of those people. He exemplifies the commitment and expectations of physician service excellence.
Dr. Goldy Carbunaru, Neighborhood Health, Fort Wayne, INDr. Carbunaru has provided exceptional care to children of the community for over 15 years. Although her daily schedule is demanding, she is never too busy to take her time with each patient and make sure she provides the best care she can.
Ross Hansen PA-C, Providence Medical Center, Wayne, NERoss’s sincere nature, calm voice and communication skills are just a few of the many things that set him apart from other providers. He has “set the bar” for other providers. He truly cares for the patients he sees.
Dr. Kelsey Walker, Rio Grande Hospital, Del Norte, CODr. Walker exemplifies the motto, “It’s cool to be kind.” When she is frustrated, she looks for solutions instead of pointing fingers. Kelsey puts her heart into all her interactions with patients and employees.
Dr. Todd Rumsey from Neighborhood Health
Service Excellence Advisor Team
A team with positive attitude, who combine their frontline enthusiasm and skills for the betterment of all
Team 2 – The Golden Rule Girls, Cameron Memorial Community Hospital, Angola, IN Michelle Berndt, Becky Knox, April RidenourThis team is passionate about Service Excellence and its members are long time employees of Cameron Hospital. They are influential and natural leaders, energetic and well-spoken. They live Cameron’s values every day.
Team DysFUNction Junction, Grand River Health, Rifle, CO Nancy Jay, Marie Payne, Kyle Mears, Lily ContentThis SEA Team did a wonderful job of engaging their audience and keeping them attentive. They were positive, energetic and fun. Each member of this SEA team led by example - they are SEAs through and through.
Dynamic Duo, Ozarks Medical Center, West Plains, MO Tracy Howard & Chelsey VanWinkleThese team members are role models to their entire organization. Their enthusiasm has rubbed off on many people - they are OMC celebrities! They believe 100% in Service Excellence.
Keep Calm & Excellence On, Providence Medical Center, Wayne, NE Tessa Moser, Kayla Korth, McKayla Thege, Pam Matthes,Traci PulsThe members of this team were always creative, inventive, and resilient through any scenario. They approached teaching with a positive attitude and exemplify what it means to have Service Excellence throughout PMC.
Team DysFUNction Junction from Grand River Health
Accepting Award is Donna Trujillo & Bob Bjerstedt
OASIS Team
An innovative group of leaders, working together, to effect improvement
Emergency Department Throughput, Ozarks Medical Center, West Plains, MO Jordan Lange, Jennifer Siegrist, Marilyn Clinton, Tracy CaleWorking on several projects at once, this team has resolved issues that have plagued the hospital for quite some time. They have enhanced communication throughout the entire organization, creating a better culture of service excellence.
Recovery Rebels, Ringgold County Hospital, Mount Ayr, IA Beth Kosman, Molly Kayser, Peggy Drake, Debra Robertson, Jamie Streit, Malinda Swank, Rob StackhouseThis team had a huge impact on the overall satisfaction of employees and patients. They positively impacted employee retention, creating satisfied customers and proving their dedication to Ringgold’s mission of service.
Patient Parables, Union General Hospital, Farmerville, LA Kate Cook, Claudia Wade, Mike Williams, Emily Bailey, Stephanie Colson, Rosanne Snyder, Patrick PetersonEmployees on this team have stepped outside their comfort zones to reach out and find stories from patients, guests, and employees of UGH. This team was organized, efficient, cost effective, creative, and most of all… fun!
Service Standards/Care Promises, Weston County Health Services, Newcastle, WY Tavis Weidenbach, Carmen Allison, Sandy Dixon, Michelle GarhartThis team’s established a code for all of Weston County to live up to on a daily basis. By enabling staff to focus on how everyone should be treated every day, they have given a voice to how their facility is making a positive impact.
Emergency Department Throughput from Ozarks Medical Center
Emergency Department Psychiatric Menu, Good Shepherd Health Care System, Hermiston, OR Jennifer Tulloch and Monica BettsWhen new policies for psychiatric patients required changes to meals being delivered to the ER, this team created a menu of finger foods that required no silverware. Staff are supported and safe, while patient dignity is maintained.
Pharmacy Communication Cards, Providence Medical Center, Wayne, NE Keri Carlson, Colleen Starzl, Kim Lueders, Scot Surber, Shanna JensenDue to an increase in staff, the PMC Pharmacy needed to improve communication to continue providing quality care to patients. They brainstormed a simple solution that did not require a big workflow change, and patients are happy and satisfied.
Health Information Systems Department, Ringgold County Hospital, Mount Ayr, IA Carrie Main, Adam Pool, Tracee KnappCustomer satisfaction is this department’s top priority. Now, a DO IT Board enables communication, reported issues can be addressed, and “shout-outs” recognize department success. Employee morale has definitely improved!
Teachback, Sioux Falls Specialty Hospital, Sioux Falls, SD Rebecca Herbeck, Lindsay Clark, Cari Sikkink, Brandi Barnes, Chelsey Huiskens, Savanah Debelts, Kelly HeikensTeachback responds to patients not understanding discharge instructions after anesthesia, or wanting to know more before their surgery. This group created videos explaining how to do different exercises, apply devices, and use equipment.
Pharmacy Communication Cards from Providence Medical Center
Accepting Award is Colleen Starzl & Keri Carson
Super Coach
Provides exceptional leadership, encouragement and guidance
Richard McGee, Ozarks Medical Center, West Plains, MORichard goes above and beyond with his super coach duties. He is readily available to answer any questions the teams may have. Richard puts everything he learns from the Service Excellence Initiative towards customer satisfaction.
Nellie Edelen, Rio Grande Hospital, Del Norte, CONellie provides insight, support, motivation and a method for getting things done. She is always available to clarify confusing topics and help the SEAs work through any gaps in knowledge.
Gwen Miller, Stanton County Hospital, Johnson City, KSGwen goes out of her way to help others. For her, being a Super Coach is a opportunity to make her organization better. Patients and coworkers appreciate her integrity, kindness, and hardworking attitude.
Mackayleigh Shultz, Weston County Health Services, Newcastle, WYMackayleigh is an exceptional person. She has a caring personality and is eager to help everyone she encounters. She is always ready to take on new endeavors. Mackayleigh has been a source for guidance, ideas and accountability.
Richard McGee from Ozarks Medical Center
Implementation Coordinator
A pillar in the organization; leads, motivates, listens, communicates and coaches
Dan Earls, Memorial Hospital, Carthage, ILDan believes in recognition and “the personal touch.” He is a true leader and role model who makes sure people don’t forget to have fun! Dan’s giving heart and community spirit creates a “halo effect” for Memorial Hospital.
Jodie Thompson, Providence Medical Center, Wayne, NEJodie a prime example of being positive, doing your best, and always putting others first. She goes above and beyond in all she does. Jodie lives service excellence and raises the bar for everyone at PMC.
Susan Beeghly, Rio Grande Hospital, Del Norte, COSusan’s keeps everything organized, and is always prepared for a meeting, workshop or event. She has an amazing sense of compassion and always listens completely and fully. Her nickname at Rio Grande is “Momma Bear.”
Julie Duty, Union General Hospital, Farmerville, LAJulie has been with UGH for 12 years. She is efficient and organized - a “Go To” person. She is the facility cheerleader, inspiring and encouraging everyone she works with. Her work ethic is a model for other employees.
Julie Duty from Union General Hospital
Service Excellence Council
Dedicated, committed to the vision, ensuring exceptional teamwork with forward momentum
Cameron Memorial Community Hospital, Angola, IN Angie Logan, Andy Aldred, Jenn Gibson, Tammy Monahan, Patti Brown, Dr. Todd Rumsey, Charlene Miller, Adrienne Rinard, Cathy Cutler, Amie Obare, Connie McCahill, Jennifer Hagerty, Darleana CrofootDespite initial challenges, this Council implemented Pulse Huddles, supported the SEAs and workshops, and implemented a new Service Recovery Policy. They also engaged management into Service Excellence with accountability and motivation.
Good Shepherd Health Care System, Hermiston, OR Devin Goldman, Susan Stephens, Jerene Barndt, Melissa Handforth, Natasha Ellwanger, Caitlin Cozad, Kelly Sanders, Jim Schlenker, Jaimie Renteria, Darren Preuninger, Katie Manning, Jennifer Scott, Jan Peter, Steve Odlin, Wendy Parsons, Dr. Christopher Scott, Marie Rose, Jenny Sullivan, Dennis BurkeThis Council provides effective communication while empowering others in the organization to do the same. Providing this meaningful feedback has decreased turnover and improved performance. This council truly is “of one mind.”
Ozarks Medical Center, West Plains, MO Tom Keller, Kurt Abbey, Richard McGee, Josh Drummond, Melissa Smith, Amber Tooley, Dewayne Cook, Kim SmithThis Council takes great pride in spearheading Service Excellence. They work as a team in promoting and encouraging OMC buy-in. They truly live and breathe their Standards of Behavior, and believe in providing the highest quality of care
Good Shepherd Health Care System from Hermiston, OR
Inspiring Administrator
An individual with energy, professionalism, and a commitment to improvement
Ada Bair, Memorial Hospital, Carthage, IL Ada feels staff empowerment is an important element to success. She maintains open lines of communication to ensure that everyone has the tools they need to exceed expectations. Ada’s commitment cannot be matched.
Tom Keller, Ozarks Medical Center, West Plains, MOTom has accepted Service Excellence with full force. He makes sure that everyone knows that service excellence takes each and every one of us. He makes all employees, no matter their title, credentials, or status, feel welcome.
Nicole Haglund, Providence Medical Center, Wayne, NENicole values the accountability piece of Service Excellence. She believes in empowering her staff by helping them step up in the workplace. She gives the directors and coordinators under her a voice and always listens to their ideas.
Evalyn Ormond, Union General Hospital, Farmerville, LAEvalyn has led Union General Hospital for 27 years. Her standards are high, and her goals even higher. Evalyn is always looking out for her employees and trying to find ways to acknowledge everyone for they job they do every day.
Ada Bair from Memorial Hospital
Medical Clinic of Choice
A medical clinic that embodies Service Excellence in the capacity of compassion and education
Good Shepherd Women’s Center, Good Shepherd Health Care System, Hermiston, ORAll the Women’s Center employees excel in compassion and excellence. Each employee goes above and beyond for the patient and their fellow co worker. Their patients aren’t just ‘patients’ to them – they’ve become family!
Grand River Health Clinic West, Grand River Health, Rifle, COThis clinic has been a staple in their small community for over 20 years. They have become an open door to the community and truly enjoy helping their patients and communities with their healthcare needs.
Ozarks Medical Center Orthopedics, Ozarks Medical Center, West Plains, MOOMC Orthopedics exhibits outstanding service excellence, not only when it comes to patient care, but also their interactions with coworkers. Its leaders are 110% committed to improving the clinic’s culture every day.
Sioux Falls Urgent Care, Sioux Falls Specialty Hospital, Sioux Falls, SDPatient satisfaction is a high priority at this clinic; they have 5-Star standards. Over 2 years, they identified several new workflows to shorten the lobby and exam room wait time – including a self-serve check-in kiosk!
Sioux Falls Urgent Care from Sioux Falls Specialty Hospital
Accepting Award is Brandi Corbin and team
Hospital Provider of Choice
A market leader for employee retention and patient satisfaction
Aspen Valley Hospital, Aspen, COAspen Valley Hospital District exemplifies an engaged employee population. From improved patient satisfaction to high employee and physician engagement scores, employees not only find value in their work, but also bring value to the organization through their creative ideas.
Sioux Falls Specialty Hospital, Sioux Falls, SDWhat makes SFSH stand out from other hospitals is its ultimate commitment to all who walk through their doors. They know they are making a difference because of their high patient satisfaction scores. When you are a patient at Sioux Falls, it’s like a 5 Star Hotel experience - the positive environment is palpable.
Union General Hospital, Farmerville, LA Union General believes that Healthcare is a calling - that’s why their Behavioral Standards spell SERVICE. They are constantly out in the community providing support services and programs for elderly people, the school system, and more. In 2017, their turnover was 24% - in 2019, it was just 8.3%. Wow!
Union General Hospital in Farmerville, LA
Accepting Award is Evalyn Ormond and team
The 2019 Founder's Award
An individual or organization who best demonstrates and lives the meaning of Service Excellence
The Founder's Award recipient is Tom Keller, CEO, Ozarks Medical Center from West Plains, MO
This year’s recipient superbly exemplifies Service Excellence and has led his team by creating a culture of unsurpassed quality and leadership.
If you knew him, you would already know he is a cheerleader, an encourager, a motivator, and a passionate voice for the patient.
A staff member wrote: “I appreciate that his personal experience with medical issues he’s gone through with his son influences what he wishes for OMC’s patients. Although everything he does is based on sound business reasons, he always makes sure that they are also what is best for the patient. He leads with his heart and it shows his character.”
