CEO Tom Keller takes home top honors
Ozarks Medical Center (OMC) and members of its staff received multiple
awards of excellence in improving the patient experience at the 20th annual HealthCare Service Excellence conference recently held in New Orleans.
The HealthCare Service Excellence Conference is dedicated to delivering
evidence-based solutions to help hospitals and other healthcare facilities
improve the overall patient experience. The awards are presented by Custom
Learning Systems during the conference.
“We are so proud of our team and have made significant strides as
an organization to instill a culture of service excellence at OMC, “
said Karlee Marvin, RN, Service Excellence Program Coordinator, Ozarks
In 2019, the Summit Awards committee received 214 nominations from 19 different
healthcare organizations spanning 11 states. Fifty-seven of the nominees
were chosen as Pinnacle Achievers (the best of the best), and 16 of those
were presented the Summit Award at the Night of Excellence held on Wednesday, Jan. 29.
The Summit Award is the highest award for each category 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. Individuals, teams, or organizations must be a Pinnacle
Achiever to be eligible for a Summit Award.
The 2019 Breakthrough Awards highlight improvements and achievements of
Patient Satisfaction and Patient Experience Scores within an organization.
These awards to draw attention to and reward excellence in score improvement.
OMC was rewarded for its increase in Emergency Department Consumer Assessment
of Healthcare Providers and Systems (ED-CAHPS) Standard Overall Assessment
increase from 57.4 percent in 2018 to 71.4 percent in 2019.
An improvement of 14 percent!
“Our efforts as an organization through our journey into Service
Excellence, along with Custom Learning’s unique coaching, have been
recognized through all of our accomplishments in our ongoing pursuit to
become the employer and provider of choice,” said Tom Keller, CEO,
and President, OMC.
Top honors in the form of the Founder’s Award are presented each
year to the individual or organization who best exemplifies, through their
actions and leadership, the principles of World Class Service Excellence.
The 2019 Founders Award was awarded to OMC CEO and president, Tom Keller.
It was remarked during the presentation that his staff has said of him, “He (Tom) has high expectations for the people around him and a big vision
for the organization. When you hear him speak of the OMC that he pictures
in the future. His enthusiasm draws you in and makes you believe that
big things are possible.”
“We are thrilled to receive these many prestigious awards from Custom
Learning Systems,” said Bill Wood, Chairman, OMC Board of Directors.
“OMC Coworkers have been recognized as going the extra mile to provide
an exceptional patient experience. It is our goal to continue to provide
the best possible experience for all our patients.”
Ozarks Medical Center received 7 Pinnacle Awards, 2 Summit Awards, and
20 Breakthrough Awards:
2019 Ozarks Medical Center Pinnacle Award Recipients:
Jennifer Wheeler, manager, OMC Behavioral Health
Dynamic Duo: Chelsea VanWinkle, Tracy Howard
Service Excellence Advisor Team
Emergency Department Throughput
Team Members: Jordan Lang, Jennifer Seigrist, Marilyn Clinton, Angela Wright,
Tracey Cale, Kristy Pots, Nina Tryon, Richard Brinkley
Richard McGee, director, OMC Behavioral Health
Ozarks Medical Center
Members:Tom Keller, Kurt Abbey, Richard McGee, Gary Brown, Josh Drummond, Amber
Tooley, Tonya Aaron, Chelsea VanWinkle, Melissa Smith, Karlee Marvin,
Nathan Ell, Elizabeth Cauthen
Service Excellence Council
Tom Keller, CEO and President, OMC
Ozarks Medical Center Orthopedics: Susan M. Jolly, MD;
Edwin M. Roeder, MD;
James L Rushford, DO
Medical Clinic of Choice
2019 Summit Award Recipients:
Emergency Department Throughput
About Custom Learning Systems
Custom Learning Systems recognized as a leading expert in helping healthcare
organizations transform their service delivery by creating a culture of
engagement and accountability. They achieve this through dynamic educational
initiatives, personalized coaching and consulting. For over 30 years,
hundreds of healthcare organizations have partnered with Custom Learning
Systems in their journey to excellence in patient satisfaction.
About Ozarks Medical Center
Ozarks Medical Center is a system of care encompassing eight primary care
and 16 specialty clinics, along with complete rehabilitation, behavioral
healthcare, and home care services. While the 114-bed acute care hospital
cares for more than 5,400 admissions, the entire medical system has more
than 364,000 patient visits annually, in South Central Missouri and Northern
Arkansas. For more information about OMC, visit
Pictured: Jordan Lang, Critical Care Manager, Ozarks Medical Center, accepting
the 2019 Summit Award for the OMC OASIS Team “Emergency Department
Pictured: Richard McGee, Director, OMC Behavioral Healthcare; 2019 “Super
Coach” Summit Award Recipient.
Pictured: Tom Keller, CEO and President, Ozarks Medical Center; 2019 “Inspiring
Administrator” Pinnacle Award Winner and recipient of the prestigious
Ozarks Medical Center attendees and award recipients at the 20th annual HealthCare Service Excellence conference held in New Orleans. Pictured
from left to right, standing; Tonya Rackley Aaron, Jordan Lange, Richard
McGee, Tracy Litchfield, Jennifer Wheeler, Karlee Marvin, Chelsea VanWinkle,
Louis Mongillo, Gary Brown, Melody Hubbell; Front row: Tom Keller, Elizabeth
Cauthen, Missy Duggar, Amber Tooley.