Daviess Community Hospital honors Service Excellence Workshop educators

Daviess Community Hospital (DCH) held a special reception on Thursday, Oct. 30, to recognize the employees who taught this year’s Service Excellence Workshops—an integral part of the hospital’s ongoing commitment to providing exceptional patient care and achieving its goal of becoming a five-star hospital.

The event was opened by Angie Steiner, Director of Service Excellence and Patient Experience and Director of the DCH Foundation, who welcomed guests and shared highlights from this year’s training.

“We began training in the spring with 22 individuals and finished with 15 members,” said Steiner. “Teams of three led a total of 20 workshops with 83% of the DCH workforce attending. This level of participation demonstrates the dedication of our staff to improving the patient and employee experience at every level.”

Troy Graber, Service Excellence Educator Coach, assisted in presenting certificates to the educators and expressed his appreciation for their efforts.

“I was very proud of all the educators and the effort they put into their practices and workshops,” said Graber.

Steiner added, “Our Service Excellence educators played a vital role in bringing this initiative to life,” Steiner said. “They dedicated hours of preparation and practice to make the sessions engaging and meaningful for their peers. Their commitment to service excellence directly supports our mission to provide five-star care to every patient, every time.”

The following teams and individuals were recognized for their leadership and participation:

Team 1 – KMA: Kelsey Messer, Michelle Arney, Alyssa Cornelius

Team 2 – Witty Warriors: Shelley Truelove, Melissa Hooten, Teresa Sorgius

Team 3 – Hi Sees: Danielle Baker, Jordan Berry, Brianna Helms

Team 4 – Girl Moms: Susan Marchino, Kaylee Bogard, Kaylie Smith

Team 5 – Crafty JEMS: Jenny Roberson, Erin Crays, M’Lea Sutherlin

Additional participants included: Karly Monk, Amber Gerkin, Brooke Gher, Clint Young, Sarah Niehoff, Andrew Storm, and Jamie Chambers.

For the past two years, DCH has partnered with Custom Learning Systems (CLS) to enhance its Service Excellence and Patient Experience initiatives. Through that collaboration, the hospital implemented meaningful improvements such as enhanced patient and team communication, the DO IT process for problem solving, and the Staffing Fix model to improve hiring and retention.

As of January 2025, DCH began independently continuing its Service Excellence journey—building on what it has learned and focusing on sustainable, in-house education and leadership development.

“Daviess Community Hospital is committed to being both the Provider of Choice and the Employer of Choice for our community,” said Steiner. “Thanks to the many people who are dedicated to this initiative, we are confident that together, we will continue our quest to become a five-star hospital.”