In addition to celebrating “above and beyond performance,” the February 19 Service Excellence Awards included four surprise guests.

President Lincoln (aka volunteer John Anderson) spoke of the value of sincere, caring attitudes impacting our customers’ experiences more significantly than technology. “Fancy equipment and gadgets—though they can help—are not the heart of patient care.

True service excellence is consistently doing all you can in a sincere, compassionate manner.”

Presidents Bill Clinton (Keith Boyle, Service Excellence Director) and George W. Bush (Mark Puleo, Chief Human Resources Officer) reinforced service excellence messages, and President Obama (aka Leroy Smith, RN) urged fellow staff, physicians and volunteers to adopt a “Yes we can!” attitude and make changes to ensure our patients get the best possible service that we can provide. 

In response to performing above and beyond their job duties and helping to create the ideal environment to surpass community expectations, the following individuals were honored:

“Dr. Dueson intubated and placed multiple lines within 30 minutes of his arrival,” said ICU nurse Sharon Ormsby, RN, who worked by his side during a rapid response call. “With these lines in place, we were able to quickly treat the patient and avoid a Code Blue.”

In the nursing category, the award went to Rhonda Webster, RN, Case Management. Rhonda is known to be extremely supportive to patients and their families, helping them to understand their options and identify resources to meet their healthcare needs following discharge. She was nominated by the husband of a patient who reported “I couldn’t say enough about her helpfulness and integrity.”

Outside of the hospital, Webster participates in many hospital sponsored events and is a board member for the non-profit organization “Bow Wows and Meows.”

In the ancillary category, Daniel Luthi, Clinical Laboratory Technician Assistant took the award. Daniel was nominated by his fellow co-workers and supervisors for consistently taking the initiative to make a difference—he partners with staff to improve productivity, takes on extra shifts at any time of the day or night at a moments notice, assists with the most difficult draw cases, and served as a Master Plan Hospital Ambassador.

“Daniel is often sent to accomplish tasks that others have difficulty accomplishing,” said Jonathan Miller, director of Clinical Lab Services. “He can be relied upon to research problems and implement solutions, and took the initiative to learn equipment maintenance which has helped decrease turn-around times and resulted in better patent care.”

In the volunteer category, John Fuller, volunteer, Case Management and Gift Shop was recognized. A volunteer since 1999, John was recognized for the extraordinary support he provides to both the Case Management department and as Gift Shop treasurer. John places calls to discharged patients to ensure they received support services and alerts Case Management staff about any concerns that the patient may have.

John is also a former member of the hospital’s Board of Directors.

“John is an essential team member,” said Alma Castro, Case Management. “His assistance is invaluable in maintaining appropriate resources for our patients.  Without his help we would struggle to have all the information we need to give to patients.”