The awards were presented by Custom Learning Systems at the annual HealthCare Service Excellence Conference. Pictured accepting the awards are Chantal Sefcik, med/surg manager; Amy McDonough, chief nursing officer; Lisa Ridge, chief executive officer; and Kerry Jacobsen, executive administrative assistant.

Van Diest Medical Center has earned 20 major awards in service excellence, recognizing its distinction in improving the patient experience and staff engagement.

The awards, presented by Custom Learning Systems during the annual HealthCare Service Excellence Conference in Orlando, Florida, include:

Summit Award Recipients: Empowering CNO/DON — Amy McDonough; Exceptional Implementation Coordinator — Kerry Jacobsen; Hospital Provider of Choice — Van Diest Medical Center.

Pinnacle Achievers: Inspiring CEO/President — Lisa Ridge; OASIS Team — Discharge Information; Service Excellence Advisor first Year — Anne Blankenship.

5 Star Rating Achievement — In honor of achieving a CMS Patient Survey 5 Star rating for delivering exceptional HCAHPS/Patient Experiences

Breakthrough Awards:

Diamond Achievement ‘HCAHPS Hospital Environment — Clean’ (15.77% improvement)

Diamond Achievement ‘EDCAHPS Getting Timely Care’ (16.77% improvement)

Ruby Achievement ‘HCAHPS Rate Hospital’ (12.14% improvement)

Ruby Achievement ‘EDCAHPS Rate ED’ (10.29% improvement)

Emerald Achievement ‘HCAHPS Communication with Doctors’ (5.52% improvement)

Emerald Achievement ‘HCAHPS Hospital Environment – Quiet’ (9.79% improvement)

Emerald Achievement ‘EDCAHPS Recommend the ED’ (7.36% improvement)

Emerald Achievement ‘EDCAHPS Doctor/Nurse Communication’ (5.77% improvement)

Emerald Achievement ‘EDCAHPS Additional Rating Question’ (7.03% improvement)

Bronze Improvement ‘HCAHPS Hospital Environment – Clean’ (5.00% improvement)

Bronze Improvement ‘HCAHPS Rate Hospital’ (5.30% improvement)

Bronze Improvement ‘EDCAHPS Recommend the ED’ (5.95% improvement)

Bronze Improvement ‘EDCAHPS Doctor/Nurse Communication’ (6.07% improvement)

In 2024, the Summit Awards committee received 311 nominations from 30 different healthcare organizations spanning 14 states. One-hundred fifteen of the nominees were chosen as Pinnacle Achievers (the best of the best), and 31 of those were presented the Summit Award at the Night of Excellence held November 6.

The Summit Award is the highest award of excellence presented at the HealthCare Service Excellence Conference. It is awarded to qualified, innovative, and progressive individuals, teams, and healthcare facilities who have made outstanding progress towards improving the patient experience and staff engagement.

This year, 175 Breakthrough Awards were presented during the Breakthrough Awards & National Rural Honor Roll Luncheon.

The Breakthrough Award highlights and celebrates outstanding achievements in patient experience, honoring healthcare organizations that demonstrate exceptional dedication to improving patient care and satisfaction.