Create a
long-term sustainable, competitive advantage as the Long
Term Care Provider of Choice.
The Provider of
Choice Initiative
Unleash the
energy of
employee empowerment and enthusiasm to create a world
class patient experience.
The Rural
Hospital of Choice Initiative
Create a long-term sustainable, competitive advantage as
the provider of choice.
The Outpatient
Center Service Excellence Initiative
Create a sustainable competitive advantage through
service excellence.
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Testimonials
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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GoalMaster
Software and Performance Accountability System |
| "Outstanding - down to a
science." - Matthew Speckman, Director
Safety/Security, Emanuel Medical Center
"Excellent - we are on the verge of
something great."
- Tara Nowling, HR/Compliance, Monroe
County Hospital |
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The Nurse
Manager Leadership Academy |
| "The most practical, usable
tools I have ever received." - Ellen
Gutenberg, Frances Mahon, Deaconess Hospital
"This is the training managers and
supervisors need, but seldom receive."
- Erin Nobi, Poudre Valley Hospital
"Excellent ideas that inspire you to take
action."
- Loraine Weincek, Palomar Pomerado Health
System |
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Bellwether |
| "We love this system! It's quick and
easy to use. We get great feedback, and are able to
identify trends as they develop, which allows us to take
immediate corrective action. We've experienced
significant improvement as a result." - Emily Mouser,
Vice President Human Resources,
McAlester
Regional Health Center |
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Mobilizing for Service Success |
| "Reinforces the necessity of
'follow-up' - not to expect or assume it as done."
- Barbara D. Nichols, CEO/President, Corry Memorial Hospital
"Small measures of commitment lead to big
changes in excellence. I like the way CLS really know
what is going on in our system and calls us to excellence."
- Sister Patrick Murphy, Mission Director,
Avera Holy Family
"Helpful guidelines and practical
information and examples from other hospitals."
- Jackie Hiem, RN, Clinical RN, Mercy
Medical Center |
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The Provider of
Choice Initiative |
| "I love seeing our scores
rise, I feel confident that we are the preferred facility.
I wish more businesses took the time to care for employees
and patients/customers the way we do." -
Dawn Freyenberger, HI, Herrin Hospital
"It has been a wonderful growth experience
and it's shown me both where we excel and fail as an
organization, and how to help increase our successes."
- Autumn Barton, Human Resources, Hunt
Regional Healthcare
"Professionally, I've grown as a nurse by
being conscious of customer service to patients, doctors,
and fellow co-workers. Personally, it has been very
enriching."
- Tammy Yearby, Endoscopy, DMC Sinai-Grace
Hospital
This initiative has helped me to grow and
mature in positive way both professionally and personally.
I has now given me a voice and confidence level that I never
had before."
- Kelly Coffelt, Radiology, Unity Health
Center |
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The Employer of
Choice Initiative |
| "This program has helped me
become a better leader and communicator. It has been
rewarding to see the changes in the organization that
improves the patient care and perceptions of care."
- Rudy Redfield, Case Management, Unity Health Center
"An avenue to implement excellent work
ethics, accountability, and interpersonal relationship
skills and model the same for colleagues."
- Brinda McKinney, Esp Coordinator,
Arkansas Methodist Medical Center
"I love this stuff! I have never felt so
happy with a career or place of employment. This
process has changed my life personally and professionally.
Everything I have learned I pass on!"
- Billie Owens, Pathology, Sky Lakes
Medical Center
"This has given a structure for me to get my
arms around issues - not just customer service.
Structure can be applicable to professional areas.
Personally, it has opened up insight into myself."
- LeeAnn Jones, Patient Care Services,
Herrin Hospital |
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Advanced Service Leadership Skills for Nurses |
| "Content is applicable to the
realities of the work environment." - Jana
Mitchell, RN, Supervisor, NCU/eds, Infant Care, Emanuel
Medical Center
"Honestly, there were far too many 'AHA!'
moments to choose just one. I feel better leaving here
today because I feel better equipped to be a great leader.
- Pat Hatley, RN, OR Charge, Herrin
Hospital |
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