| The Hospital of Choice Service Excellence Initiative |
| "The return on investment for
Service Excellence is a no-brainer! While I was very
skeptical at first, what's happening here is far, far beyond
my expectation. This is probably the best decision
I've made in my career. We've received fantastic
support at every level. I'm more committed to this
program now than anything else. Our Board Chair is
thrilled. The whole process is very gratifying and
truly amazing." - Rich D'Alberto, FACHE, CEO, Laurens County Health Care System "This is a great process. CLS has delivered on all their commitments and their support is excellent. It's intense. I would recommend it to every CEO." - Ron Rooney, CEO, Arkansas Methodist Medical Center "This is the process I dreamed of!" The structure and timeline allows for some quick wins, but overall change that is sustainable. There are many more MRHC cheerleaders now! - Emily Mouser, Vice President Human Resources, McAlester Regional Health Center |
| The Long Term Care Service Excellence Initiative |
| "The Service Leadership OASIS
Best Practice Teams have been very successful in getting
multiple levels of corporate-wide staff working together
toward resident satisfaction." - Roberta Jacobsen, Senior VP, Operations, Front Porch Retirement Communities "Some of the improvements and/or things implemented as a result of this initiative are heightened awareness of nonverbal communication, utilizing the buddy system to complete tasks, finding methods to carry on tasks more efficiently, and to ensure that there is follow-through." - Katherine Custodio, Activities Assistant, Villa Gardens "Combines humor, experience, knowledge, insight, and input from participants to make a program for change and affirmation that is challenging but practical and possible." - Sister Paula David, Mission Services/Chaplaincy, Elder Care Alliance |
| The HCAHPS 60-Day QuickStart |
| "I have grown as a leader.
I feel so much more passionate about this organization
because I know how great we are, and how great we can be." - Nikki Coleman, Cancer Center, Unity Health Center "It has helped make each individual employee realize their importance in the role of patient satisfaction. It has improved our service and perception in the community." - Mary Kay Ross, Nursing, Hunt Regional Healthcare |
| ED BluePrint |
| "Awareness in some areas I
never stopped to think about. Really gives you a
reality check & awareness of patient/employee care and
respect." - Steve Gouett, Emergency, Sudbury Regional Hospital |
| The Outpatient Center Service Excellence Initiative |
| "I would highly recommend to
any group interested in developing a competitive advantage
through world-class customer satisfaction and retaining a
committed staff by creating a culture that no one wants to
leave." - Jo-Anne Pinel, RN, CPN, Palmetto Surgery Center "Excellent content - wonderful practical examples, skills, and strategies." - Karen Stuber, Nurse Manager, Carolina Surgery Center |
| The Rural Hospital of Choice |
| "By improving frontline staff
in leadership roles, this approach to service excellence
facilitates the development of a culture among our staff.
This is the most effective program I have seen in the four
hospital systems I have worked with." - Kim Nickelson, Laboratory, Share Medical Center "The initiative has been a wonderful way of developing professionally and personally. Great opportunity to motivate staff to be the best that each employee can be. Great program!" - Torii Peoples, HIM, Betsy Johnson Regional Hospital |