Hundreds of nominations for the Pinnacle Achievers award are submitted by healthcare employees all across the United States and Canada, and those selected will be recognized at the 23rd Annual HealthCare Service Excellence Conference in Orlando, FL in November.
In addition, they are eligible to win the prestigious Summit Award, the event’s highest honor, which will be given to one individual in each Pinnacle Achiever category.
Pinnacle Achievers
For the Year 4 SEA workshops, MCHCS used an innovative approach that incorporated entertainment into the process while simultaneously producing content surrounding Service Excellence. We did this by producing a series of 11 videos, each featuring our own employees. The videos were designed to seamlessly include the core principles of Service Excellence, which is a testament to our continued efforts of fostering a culture of excellence in our pursuit of becoming the healthcare provider and employer of choice.
Sarah’s contribution to this initiative as the Service Excellence Super Coach has been truly remarkable. Sarah played a pivotal role in nurturing the creative process and understanding the goal of Service Excellence, offering guidance and fostering an environment where innovation and teamwork thrived. Her enthusiastic leadership amongst this year’s Service Excellence Advisors kept everyone engaged and on track, and infusing fun and excitement around the entire project.
While acknowledging the collective effort of the Service Excellence Advisors, it is clear that Sarah was a constant piece of the puzzle throughout the entire project. From working with each SEA group in the initial planning stages, through creative thinking, rigorous filming, meticulous editing and culminating in the final polished products, Sarah’s dedication was clear. She demonstrated a commitment that went beyond her regular responsibilities, enhancing the videos with quirky and creative embellishments that elevated them to a higher level. The infusion of voice-overs, intricate special effects and captivating Computer Generated Images (CGI) within almost every video underscored her exceptional skills. This project’s magnitude was substantial, involving an extensive commitment of time and creative energy. Despite these challenges, Sarah’s unwavering enthusiasm and uncomplaining approach underscored her dedication. On filming days, she always showed up with a smile on her face and patience in her heart as she worked through the details with each SEA to capture the heart of Service Excellence through each take.
Sarah’s impact stretched far beyond technical excellence, as she collaborated closely with this year’s SEAs, playing a pivotal role in nurturing the growth of each team member individually. She demonstrates a selfless approach, always behind the scenes, recognizing that the focus should be on highlighting the excellence of our SEAs. The results of the “Beyond the Badge” training video series stands as a testament to her ability to synergize innovation with educational content, serving as a valuable resource for current and future employees.
The feedback we’ve received for this project and Service Excellence training have been abundant. Not only did it receive the highest ratings and resounding reviews on our evaluation forms, but it also resulted in an astonishing 27 employee volunteering for the role of SEAs in the upcoming year – a stark contrast to the previous challenge of securing, at most, 6 to 8 participants. This goes to show the success and effectiveness of this training approach for our staff.
Sarah’s outstanding contributions have been pivotal in making our workplace an engaging and inviting environment. Her expertise, commitment and enthusiasm have resonated throughout this project, leaving a lasting impact.
Stacey’s commitment and support for us, the Service Excellence Advisors, throughout the entire process have been truly outstanding. Her guidance, effective task management, and unwavering encouragement have been instrumental in all 4 years of our Service Excellence journey.
Stacey’s collaborative approach has fostered a dynamic environment where creativity thrives. She has consistently motivated us to explore innovative ideas for presenting topics, infusing an element of fun into our discussions. By willingly stepping into various roles, including actor in videos and presenter introducer, Stacey has demonstrated her dedication to the Service Excellence Initiative and SEAs.
Beyond the limelight, Stacey’s meticulous organization, thoughtfully prepared printouts, and clear instructions have kept everyone aligned and engaged. Her ability to communicate Press Ganey patient satisfaction data to staff in a way that is easily understood is remarkable, adding a unique dimension to her leadership.
Stacey’s role as the Implementation Coordinator has been pivotal in propelling our organization, MCHCS, to its current status as a distinguished Provider and Employer of Choice. Her resourcefulness extends beyond her immediate responsibilities, as she readily assists individuals across departments, from Environmental Services to patient care staff to Senior Team. Her selflessness shines through her actions.
In addition to her professional prowess, Stacey’s compassionate demeanor and infectious enthusiasm create an enjoyable and uplifting atmosphere. Her ability to remain composed during high-stress situations offers reassurance that challenges can be surmounted as a cohesive unit.
In summation, Stacey Mitchell exemplifies excellence through her guidance, teamwork, and dedication. Her contributions have been pivotal in shaping our success, and her approachable nature makes her an absolute delight to work with.
This year’s SEA’s really came together as one team to help create, develop, act, and deliver the Service Excellence Workshops in our Year 4 of the Service Excellence Initiative. We had a small but mighty bunch of team members that really put their creative minds together to come up with how to make the lessons learned in the previous 3 years of this initiative come to life in a way that would solidify the message while bringing much needed humor and levity to our entire staff. They not only wrote the scripts, but they brought the costumes, the designs, and their co-workers -many whom had not been involved as an active member of the SEI- into the videos. This made them feel an even bigger part of the process than they had ever felt before. During the workshops, they facilitated discussions among the staff. They celebrated the staff that were actively using the tools of the initiative and were very encouraging of others who were maybe not using the plan to its fullest extent. This method of delivery was very inspiring to those in attendance.
These team members were very supportive of each other, the goal and the process! This group of SEA’s really went beyond any of our expectations in the SEC to make year 4 as meaningful as years 1-3 and has given our SEC the confidence that we can continue to make service excellence a priority and the ability to keep it fresh year after year.
Nominees
In her role as a Service Excellence Advisor, Dulce has exhibited outstanding dedication and creativity that deserves special recognition.
Her teammate, Teri mentioned:
“Dulce served as my partner in the capacity of a Service Excellence Advisor, and her contributions were truly remarkable. She not only embraced innovative approaches to creating informative videos but also demonstrated exceptional leadership in orchestrating engaging presentations to staff. Dulce consistently motivated team members, fostering participation and collaboration. Her positive and can-do attitude infused the entire team with inspiration. Her eagerness to brainstorm novel presentation ideas and her proactive stance in leading those initiatives were truly commendable.”
Remarkably, Dulce’s involvement transcended her assigned responsibilities. She wholeheartedly assumed the responsibility of ensuring the well-being of her colleagues, actively advocating against burnout and exhaustion after filming sessions. This gesture attests to her genuine concern for the welfare of her peers.
Dulce’s contributions are not limited to her role as a Service Excellence Advisor. As a Certified Nurse Aide, she shines as a beacon of compassionate care. Her unwavering commitment to delivering personalized and thoughtful care to patients is noteworthy. Dulce’s ability to infuse warmth, empathy, and personalized attention into her care approach elevates her above the ordinary. She consistently goes the extra mile to make patients feel valued and comfortable, treating them as cherished family members.
Beyond her patient care, Dulce’s presence exudes positivity and encouragement. Her interactions with colleagues are marked by kindness and enthusiasm. She actively engages in cross-departmental cooperation, embodying our organization’s values and standards. Her generosity of spirit and selflessness reflect our Care PROMISES.
It is worth mentioning that Dulce’s impact has been felt beyond our organization. Her recent recognition as a Healthcare Hero, for which she was nominated by 11 peers, highlights her exceptional character. Equally impressive is the fact that she herself nominated 66 colleagues for the award, showcasing her humility and deep appreciation for teamwork.
Dulce Baumgarn’s contributions as a Service Excellence Advisor exemplify the essence of excellence. Her dedication, creativity, empathy, and teamwork set a remarkable standard that significantly enhances our workplace environment and the experiences of both patients and colleagues.
I am pleased to put forward a nomination for Michele Sutherland, who I believe is an outstanding candidate for the Exceptional Employee-Non-Clinical award. Michele’s contribution to our team has been nothing short of exceptional, particularly in her role in creating our Service Excellence videos. Her dedication and enthusiasm have left an indelible mark on our work environment.
Michele’s willingness to go above and beyond is truly commendable. Whether it’s embracing quirky acts and scenes or, stepping into any role with a contagious smile, Michele’s commitment to our projects has been unwavering. Her punctuality during filming sessions and her patience during retakes demonstrate her professionalism and dedication to delivering the best possible outcome.
What sets Michele apart is her ability to embody our core values and be a positive example of those values to others. Her dedication to portraying the desired characteristics in various scenarios has brought our core values to life in a vivid and engaging manner. Moreover, Michele’s vibrant presence on special occasions, complete with delightful treats and creative costumes, never fails to bring joy to our team.
Michele encapsulates all the criteria for this award. Her positive impact on both patients and co-workers is undeniable, making her a shining example of excellence. Her commitment to enhancing our work environment stands out as she consistently goes the extra mile to assist and uplift others. In a role that might often go unnoticed, Michele’s personal touch and enthusiasm have transformed it into something remarkable.
Through her actions, Michele contributes to raising the morale of her colleagues and positively shaping our day-to-day work culture. Her genuine care and dedication have made a tangible difference in our team’s spirit and camaraderie. Michele Sutherland is truly deserving of the Exceptional Employee-Non-Clinical award, as her outstanding qualities and contributions have left an enduring mark on our team and the overall work atmosphere.
Tia and Amanda, two of our direct patient care nurses, exemplified exceptional initiative and resourcefulness in response to a critical weather emergency that unfolded in March 2022, impacting our community of Winterset. An EF 3 tornado approached within a mere mile of our hospital. Amid the chaos, our dedicated staff members and patients took refuge in our designated shelter area.
In the aftermath of this harrowing event, a reflective debrief highlighted an insightful revelation: the importance of having readily accessible emergency supply kits. Tia and Amanda took the reins to formulate a solution. They collaborated diligently to assemble comprehensive supply bags filled with all the necessary supplies needed for any unforeseen emergencies. These bags can be retrieved and brought to designated shelter areas or any area within the hospital in case of an emergency.
One of these preparedness packages is strategically stationed within the ED, while another is housed on the Med/Surg floor. Tia and Amanda’s ingenuity was not confined to physical preparation alone; they ingeniously fashioned a clear and concise presentation to staff about the contents of each bag, as well as their precise locations. This presentation was delivered to our dedicated staff, ensuring that every individual was educated in the deployment of these resources.
The profound impact of Tia and Amanda’s forward-thinking approach cannot be understated. Through their initiative, our entire staff is now equipped with a newfound sense of assurance, simplifying and streamlining access to the essential supplies in moments when emotions run high and time is not always on our side.
In conclusion, Tia and Amanda’s exceptional response to the unprecedented weather emergency underscored their outstanding commitment to the safety and well-being of our hospital community. Their innovative approach not only transformed our emergency preparedness but also gave a sense of confidence and empowerment to our staff. This DO-IT ensures that we remain prepared to confront any future challenges that may come our way.
I would like to nominate Madison County Health Care System as the Hospital Provider of Choice. I am just so proud of how far we have come in the four years we have been a part of CLS. Our scores on our HCAHPS have consistently trended up and while we had some challenges presented to us with the pandemic, staffing, changing care models and construction, we have been able to keep customer satisfaction at the forefront of our goals. We have had some great OASIS teams develop some pretty cool and lasting changes to our organization with signage, behavioral standards, onboarding and retention and provider/hospitalist engagement. Our Employee Engagement scores are consistently high and staff have really embraced the improved culture. We have had new applicants comment on how welcoming and inviting our culture has been from their first experience with us.
Our Hospital Board of Trustees is very engaged and dedicated and were recognized for 100% achievement in Board Certification through the Iowa Hospital Association. They are truly invested in seeing this hospital succeed and exceed expectations. Our Service Excellence Council is actively directing our focus to continue our journey with customer satisfaction by actively engaging new SEA’s and encouraging multi-departmental involvement. This has helped tear down silos and has created a more cohesive team environment! Our staff feel empowered to speak up, offer ideas, put their ideas into action in the form of DO-IT’s and improve our system from the ground up. Our hard work was recognized nationally this year as were were honored by the National Rural Health Association as a Top 20 Critical Access Hospital Best Practice in Patient Satisfaction recipient for our satisfaction scores. For these reasons, I feel Madison County Health Care System is deserving of this award!