At Cook Hospital & Care Center, we believe that delivering outstanding care starts with cultivating an outstanding culture.
But improvements don’t happen without clear goals and focused efforts.
Last fall, we began a organization-wide initiative focused on elevating the patient, resident, and employee experience, through an international program, the Custom Learning Service Excellence Initiative.
It’s an intense, 3-year program that’s designed to help us achieve our goal of becoming a truly person-focused facility, where each patient, employee, and visitor, is treated to a 5-star experience, every time.
Putting People at the Center of Everything We Do
Through Custom Learning, our entire staff is invited to lean in—engage fully, approach new ideas with an open mind, support one another, and put our patients and residents at the center of all we do.
Some of the completed projects from the past year include:
- New TVs throughout the facility, which allow us to highlight staff members and share information with visitors
- A fully revised employee onboarding protocol, which delivers a higher level of support to new employees, so they can achieve greater success in their roles
- New leadership opportunities for staff members, from facilitating training workshops to leading task forces that address targeted opportunities (employee recognition, staff retention, and revamping our Swing Bed Program are just a few that have been focused on so far)
New Year, New Initiatives
This fall marks the beginning of Custom Learning Year II, and we’re building on the momentum of last year with renewed energy, fresh initiatives, and deeper training.
As part of this, we are excited to welcome this year’s team of Service Excellence Advisors (SEAs). Our SEAs come from every department within the hospital and Care Center, and support a variety of initiatives:
- Enhance the patient and resident experience
- Strengthen our workplace culture
- Continue to improve the employee onboarding experience
- Hardwire excellence across every department
We are grateful for their willingness to go above and beyond the extensive responsibilities of their day to day work, working towards a strong and vibrant future for Cook Hospital & Care Center.
Growing Better, Together
We may be a small rural facility, but our vision is ambitious. We’re proving that exceptional service is not determined by size—it’s defined by commitment, consistency, and heart.
Here’s to another year of growth, teamwork, and Service Excellence at Cook. Together, we make the difference.
