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5 Star Report - HCSEC 2020

Ignite the Best - Empower the Rest

January 27 - 29, 2020 at the InterContinental New Orleans. The HealthCare Service Excellence Conference is the most highly rated healthcare conferences in North America. The conference is dedicated to celebrating and inspiring caregivers at every level to deliver a 5-star patient experience. The 20th Annual HealthCare Service Excellence Conference is officially over and it was a huge success. Delegates universally described it as "the best ever". We have heard over and over again, "every single speaker made us laugh or cry," and "the conference was revitalizing," and "love, love, love the breakout sessions," and "we were mesmerized and joyful with this amazing educational experience." PS who will ever forget the once in a lifetime experience of marching in a parade down Bourbon Street! This report is a brief recap of three days of engaged attendees learning from passionate, brilliant speakers. "The conference opened our eyes to what's possible in improving the patient experience" - Mike Patronis, CEO, Springhill Medical Center The conference is hosted by Custom Learning Systems, whose mission is to create a 5-Star Culture of Healing Kindness.

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"This event was everything I needed in my professional & personal life to re-ignite my flame and remind the power I hold to empower myself/others." - Shalene Shepard, Bryan Health

And the Winner Is...

Summit Awards

The Summit Awards ceremony and Night of Excellence is a North American-wide recognition program established by the HealthCare Service Excellence Conference.

Pinnacle Achievers in each of the 15 award categories are eligible to receive the prestigious Summit Award, which recognizes significant achievement and dedication in improving initiatives in the following areas:

  • The quality of service to patients/customers.
  • The quality of work life for professionals.
  • The performance of organizations.

At the Night of Excellence on Wednesday, January 29, 2020, we recognized 57 Pinnacle recipients and 15 Summit Award Recipients. Click HERE to see all the details. Congratulations to everyone that participated.

The Service Excellence Initiative's purpose is to improve customer service. It's success involves a total commitment from all personnel from the frontline to the administrators. The recognition presented today acknowledges the efforts of all facilities in their challenge for World Class patient and family satisfaction as measured by an independent source.

Congratulations to our Winners. A total of 308 Awards were presented to 15 Organizations

To see full details click HERE

Congratulations!. 53 Star Rating Awards were presented to 7 qualifying organizations on Wednesday, January 29, 2020.

To see full details click HERE

We asked our organizations to create a video to showcase their facillity, their team spirit and their Service Excellence experience. The Criteria: 3-minute or less, music or your choice, HCSEC founder or chair, a Mask, the word "IGNITE" and bonus item "20 Years". We had 11 Facilities participate (See all Videos HERE)

We had some amazing videos submitted for our 8th Annual TBV Awards at the 2020 HealthCare Service Excellence Conference in New Orleans, LA! Thank you to all facilities who showed their team spirit through these wonderful videos.

The 2019 Founder's Award

An individual or organization who best demonstrates and lives the meaning of Service Excellence The Founder's Award recipient is Tom Keller, CEO, Ozarks Medical Center from West Plains, MO.
Tom superbly exemplifies Service Excellence and has led his team by creating a culture of unsurpassed quality and leadership. If you knew him, you would already know he is a cheerleader, an encourager, a motivator, and a passionate voice for the patient.
A staff member wrote: "I appreciate that his personal experience with medical issues he's gone through with his son influences what he wishes for OMC's patients. Although everything he does is based on sound business reasons, he always makes sure that they are also what is best for the patient. He leads with his heart and it shows his character."

Our Keynote Speakers

We were amazed, delighted and inspired by the talented group of presenters that graced our main stage. Why not bring some inspiration to your facility by contacting one of these amazing keynoters.

Karen Mccullough, CSP

Session: Leading in a Multigenerational Workplace: Harnessing CPR Engagement

  • Visit: www.karenmccullough.com
  • Email: karen@karenmccullough.com
  • Phone: 832-687-1051

Richard Hadden, MBA, CSP

Session: Contented Cows Give Better Milk:

  • Visit: www.contentedcows.com
  • Email: richard@contentedcows.com
  • Phone: 904-720-0870

Christine Cashen, CSP, CPAE

Carpe Chaos: Get Along, Get It Done, and Have More Fun

  • Visit: www.christinecashen.com
  • Email: christine@christinecashen.com
  • Phone: 940-489-2411
  • USA Text: CASHEN to 33777
  • CANADA Text: CASHENCAN to (365) 400-2250

Marcus Engel, MS, CSP, CPXP

Session: The Pathos Project: The Art of Being With

  • Visit: www.marcusengel.com
  • Email: marcus@marcusengel.com
  • Phone: 314-852-4494

Jody Urquhart

Session: This Would Be Funny If It Wasn't Happening to Me

  • Visit: www.idoinspire.com
  • Email: jody@idoinspire.com
  • Phone: 403-540-4055

LeAnn Thieman, CSP

Session: Selfcare for Healthcare

  • Visit: www.selfcareforhealthcare.com
  • Email: Leann@leannthieman.com
  • Phone: 970-223-1574

David Horsager, MA, CSP

Session: The Trust Edge™: How Top Leaders and Organizations Drive Business Results through Trust

  • Visit: www.trustedge.com
  • Email: Info@TrustEdge.com
  • Phone: 651-340-6555

Michael Hoffman, CSP

Session: Ignite your Culture and Master the Tornado!

  • Visit: www.ignitingperformance.com
  • Email: michael@ignitingperformance.com
  • Phone: 214-552-6288

Innovative Moments

Custom Learning System's CEO and Chief Innovation Officer, Brian Lee, announced six exciting new service offerings now available to clients, and what is even more exciting, at no additional cost.


CareSay Rounding™

Our ground-breaking customized rounding tool empowering organizations to drill down on issues to create a 5 Star Patient Experience


CareSay Reviews™

It's time to take control, start listening, and respond to patients in real time.


The Community Customer Service Academy™

Achieve a game changing breakthrough in reputation and loyalty by scheduling a free customer service seminar to your entire business community.


The High Reliability Patient Centered Clinic™ Gap Analysis Tool

Fine tune your clinic customer friendliness by utilizing the 6 segments gap analysis that mirrors the CG CAHPS Survey.


Everyone's a Caregiver - Transform the Resident Experience™

Create a Culture of Healing Kindness for your Long Term Care service line with 205 micro-webinar education modules.


Rural Hospital Renaissance - Survival Index™

44% of Rural Hospitals are at risk of closure. Complete this invaluable self-assessment tool to gain a roadmap for quality improvements. www.savingruralhospitals.com

Conference within a Conference

Visit Illinois Critical Access Hospital Network The mission of ICAHN is - and always has been - to strengthen critical access and small, rural hospitals through collaboration. Better together, ICAHN and its 57 member hospitals make it their overarching goal to preserve access to rural healthcare while improving the vibrancy and viability of the communities served.

Our Sponsors



Enjoy Solves Strips and save 20% on all of your online product orders using the link.
Stock up on Electrolytes, Melatonin, Vitamin D3, Energy with Multivitamins and Breath Strips. The 20% discount will show up at the checkout.



Photo Gallery

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Personal Reviews

"I liked that it was positive, fun, interesting, and thought provoking. Thankful for the opportunity to attend."
- Cindy Covington, Springhill Medical Center

"Breath of fresh air, so many new ideas, everyone can go home with something relevant."
- Jill Peotter, Grand River Health

"The conference keynotes were wonderful and well planned. You model what you train!"
- Ada Bair, Memorial Hospital

"All speakers were great. Best year so far."
- Jim Coombs, Grand River Health

"This conference gathered together more great talent than any other I have attended in the past 35 years."
- Bob Bjerstedt, Grand River Health

"The speakers were fantastic. Learned so much and they made it fun, entertaining and educational."
- Julie Chamulak, Dept of Veterans Affairs

"Loved the time frames of each speaker. The itinerary was perfect. The presenters were individualized & very interesting."
- Tiffany Pitre, Springhill Medical Center

2021 Conference

There is a reason the HealthCare Service Excellence Conference is one of the most highly rated conferences in the USA today… brilliant, inspiring, and revitalizing keynote speakers; engaging, how-to breakout sessions; and a joyful and positive culture where attendees become experts at improving the patient experience.
If there is a single word to overcome all the practical, cultural challenges to improving the patient experience, it's "engagement". Discover for yourself an implementable prescription for frontline, leadership, and patient engagement at this year's conference!
Join us for the HealthCare Service Excellence Conference on February 8-10, 2021 at the Hilton La Jolla Torrey Pines in La Jolla, CA. Put it on your calendar today!
Don't delay. Book your room today!

Custom Learning Systems HCSEC awards