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.
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.
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.
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.
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.”
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.
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.
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.