Summit Awards [2015]

This organization is known for kind, compassionate people who take the time to listen to the patients.  Patients and employees are treated like family.  The equipment may not be the newest, but the caring employees outshine that.

CHI Carrington Health has taken an active part in providing excellent care to patients, and excellent service to employees.  Despite a bumpy year, they have decreased turnover and made 13 top HCAHPS percentiles. 

Through combined efforts, the HCAHPS Overall rating at AVH is in the 98th percentile, and they were awarded the CMS 5 star rating for quality.  Everything done at AVH is of excellent quality and thoughtfulness. 

This clinic treats everyone like family.  Their providers have made house calls, taken a meal to a family after the death of a loved one, and provided transportation to appointments out of town.  They go above and beyond to treat their community.

This clinic has the region’s only rural, interdisciplinary HIV care program, with more than eight quality awards in the last two years.  It is made up of some of the most compassionate and culturally competent people you will ever meet.

The staff at this clinic go above and beyond to provide excellent care.  Last year, they increased their “willingness to recommend” scores from 86% to 92%!  They believe in the work they do, and are proud of their steady improvements.

Since Albert was named CEO, he has increased patient satisfaction, employee morale, and customer service.  He is the head cheerleader of the organization, and he has empowered each employee to be involved in the change they want to see.

Since becoming CNO, DeeAnna has pushed for Service Excellence at every level. Under her leadership, overall HCAHPS scores have increased, and turnover is reduced in all clinical departments. Her positive energy and vision are contagious.

Zoie leads by example. She is an inspiration to her entire team, and she is the first person to stay late to accomplish a task.  She never hesitates to roll up her sleeves. Zoie embraces any disaster - no challenge is too much for her!

Shannon has been a driving force, steering Brown County Hospital towards a culture of excellence, caring and commitment. Her energy and passion to continually improve is unsurpassed, and she is an example for everyone.

These council members walk the talk and advocate for patient experience nor only at leadership meetings, but also at the frontline.  They believe they can make a difference, and they are influencing change one person at a time.

The X-Factor Committee is committed to their mission of enhancing not only patient but also employee satisfaction.  Each member is passionate about continuing to utilize the knowledge and skills developed through their leadership.

This council is now entering its 7th year of service, and it’s as every bit as dedicated to Service Excellence now as it was on day one.  They include perspectives from all levels to ensure the program is responsive to everyone. 

This Council makes each member accountable.  They’ve incorporated service excellence standards and behaviors into their annual evaluation process and new hire orientation, and added a role to their council specifically for service recovery.

Megan is an upbeat, great leader who treats everyone with respect.  She made a powerful video of SEAs talking about how the program has made them stronger in every aspect of their lives.  She lives and works by example!

Sue singlehandedly coordinates all quarterly trainings for CommWell, from curriculum development to employee scheduling.  No job is too complicated for her!  One colleague called her, “the glue that holds us all together.”

 

When it comes to being committed to Service Excellence, there is no other above Nancy.  She embraces every challenge and does so with a positive attitude and a smile.  Service Excellence is part of who Nancy is…..it’s in her heart!

Amy is a born leader, and she’s always a cheerleader for Project MATCH.  She rallies the Council and stays connected with every SEA.  If someone is struggling to understand something, Amy helps them find a way to be successful.

In many ways, Trish is the bridge that brings the leadership and frontline staff together.  She works with each SEA to teach them about their role in service excellence, and always has time to help, regardless of how busy her day is.

Melissa embodies the spirit of the Service Excellence Initiative.  Her positive attitude kept the vision alive, even when others had difficulty seeing beyond the end of a shift.  Melissa is a “cheerleader” who re-energizes the SEI every day.

Becky has an inspiring, encouraging personality that engages others.  She’s always there to offer a supporting hand.  When Carrington struggled with HR turnover, Becky kept everyone together and on track.  She makes everyone’s job easier!

This program has had a tremendous impact - patients are educated with written and verbal instruction, and a binder with information on their diagnosis and medications.  The all-cause readmission rate has been reduced by 50% in 2 years!

This team’s project is one-of-a-kind. It turns old toners into cash – the money is used to help homeless patients purchase their psychotropic medications, and the toners are kept out of a landfill.  With no startup or ongoing costs, it’s spectacular!

This team is very proactive - they meet monthly to find new projects, tools and services to assist with the discharge process, like planning forms and instruction sheets.  They continue to find new ways to improve the discharge process. 

Team TALC is composed of great leaders that want the best for their patients.  They selected communication as the root cause of many issues and errors, and they have succeeded in tearing down barriers that have existed for years.

One of the Momentum & Morale team’s best practices is the MASH Award: the team grabs some available staff and they overwhelm the honoree like a flash mob!  Everyone wants to be MASHED.  This team does everything they can to make HMC a better place.

Due to popular demand, the "Eagle Excellence Flight School" team provides preparatory instruction on team building, public speaking, expertise and education to engage colleagues who wanted to become Soaring Eagles. The first year class filled in less than one day!

The “Orientation & Onboarding” team revamped the hospital-wide orientation and onboarding process.  AVH now has a monthly 2-day orientation, and new employees have repeatedly said that they appreciate the organization’s focus on quality and the culture of safety.

This “SEA Team” has taken the bull by the horns with their enthusiasm and passion for the Service Excellence Initiative, and their emphasis on accountability. They are always willing to assist any patient, customer, or employee they see.

"The Avengers" team is persistent, hard-working, and knows how to have fun and engage a diverse audience.  Despite losing a member, the team didn’t even skip a beat.  When asked to present an additional workshop, these go-getters eagerly agreed.

 

The “Radford All Stars” team has been a breath of fresh air for their center’s customer service program.  They truly go above and beyond to make sure patients and customers are happy, and they understand what lies at the heart of service excellence.

Carolda took the SEAs under her wing and made sure they felt supported and encouraged.  She is a cheerleader for the SEI, and her exceptional work ethic, passion for health care, and bright personality set a great example for all staff.

Staci has embraced the role of Super Coach and invested a lot of time and effort in providing leadership and direction to the SEAs.  She is a positive role model, making herself available to every SEA with help, support, and encouragement.

Jennifer is trustworthy, compassionate, and accountable to help others strive for success.  Her background in psychology is a great asset.  She is a positive, forward thinker with perseverance and patience.  Making others successful is her mission.

Dr. Versace brings a wealth of experience to each patient.  He is always willing to do more, and he’s a true role model for the organization.  Seeing him work so hard and take on so much motivates others to lend out a helping hand.

Dr. Anderson is not only a high quality provider; he is uniquely personable and approachable.  He has a passion for medicine, and strives for perfection while helping others do the same.  He selflessly offers assistance when he sees a need.

Dr. Bunnell came out of retirement to help Clay County in their time of need.  He has dedicated his life to helping others, and his skills are second to none.  He has made a difference in the lives of providers, nurses, staff, and especially residents.

Dr. Kuylen’s number one concern is patient care and experience. He’s approachable and kind, willing to answer questions, and always calm in urgent situations.  Dr. Kuylen makes sure that ER care is consistent and excellent.

Janet has worked tirelessly to make each member of her team recognize the value they bring to their department.  Her door is always open, and she truly listens and acts on staff concerns.  The morale in her department went from 0 to 10.

Shannon is an outstanding role model for staff, managers, and patients.  She takes the time to build a relationship with staff and patients, and never settles for sub-par effort.  Shannon truly understands the value of accountability and improvement.

Jodi is exceptional in her job - always positive and encouraging others.  She always takes the initiative and steps up to the plate when others sit back.  Not only does she inspire her staff, but she inspires the whole hospital to make a difference.

David exhibits all the qualities of a strong, engaging mentor: a giving heart, a willingness to help, and a welcoming attitude to new members.  David never says no to a request for help – he’s always going the extra mile.

Kyle always comes to work with a can-do approach.  He puts 110% into trying to make all of his patients and their family members happy.  Kyle’s smiling face, positive attitude, and excellent care touch many people every day.

Justin is always smiling, and keeps a positive attitude during any situation.  Justin is invaluable – he’s always willing to pitch in and help.  He looks around, sees what needs to be done and quietly does it, making everyone’s job easier.

Season is a Master Trainer at Holton, and has been a champion with delivering workshops at the new hire orientation.  She has made a huge impact on employee morale and culture.  Season’s willingness and excitement to learn is indescribable.

Jonna is thoughtful, kind, compassionate, and always willing to go the extra mile.  She is quite simply amazing.  Her methodical approach sets the bar high and motivates others to improve their service to others.

Mandy has an incredibly caring heart, and treats everyone as if they are her own family.  Mandy is an outstanding role model and leader to peers, employees, and students.  Her dedication and appreciation inspires her employees.

Adam is a natural leader.  His skill as a nurse is only matched by his willingness to take on new challenges.  Adam’s professionalism and personality make him a wonderful asset, and his knowledge and experience make him a terrific nurse.

Shelley’s belief in teamwork and service excellence is truly exceptional.  Shelley is very passionate about providing high quality patient care; always treating the whole person, not a condition.  She always has the patient’s best interests in mind.

Caye is thoughtful, uplifting, patient, and kind.  She spent countless hours with the SEAs, meeting with teams in the early morning, late at night, and on weekends.  Her encouragement helped them find the confidence to develop new skills.

Andrea is a shining example of what can be accomplished with motivation, drive, and compassion.  She exudes an unparalleled level of confidence and brings a level of creativity and passion that is unmatched by other mentors.

Tom is an exceptional individual and outstanding Ambassador.  He exhibits the true meaning of Service Excellence, treating each day as an opportunity to serve his patients, residents, and co-workers with excellent hospitality and service.

Shannon is new to HMC, but her passion for service is obvious to everyone.  Her dedication to this position and to the hospital should be applauded.  Shannon is distinguished by her involvement in her department, hospital and community.

Amber is an advocate for the SEI process and takes the responsibility of being an SEA to heart.  She is very friendly and positive, and always has a smile on her face.  She has become known as a "go to gal" for SEI questions.

Tara has a servant’s heart.  She does her job well, with a smile and a can-do attitude.  Her attitude towards service excellence has left a positive impact on almost every patient, family, or staff member she comes in contact with.

Ray embodies the AVH core values of teamwork, respect, and integrity. He sets a positive tone wherever he works, fosters interdepartmental teamwork, and sets the example for high standards of performance.