Memorial Hospital Service Excellence Video and Community Stars Booklet

To say Memorial Hospital is having a banner year is an understatement. In addition to being named Illinois’ “Community Star” and also achieving a “5-Star” HCAHPS rating in patient satisfaction, Memorial Hospital has the distinct honor of receiving Custom Learning Systems highest award for excellence, its 2021 Summit Award for “Provider of Choice,” bestowed upon the Carthage hospital during November’s HealthCare Service Excellence Conference (HCSEC), held in La Jolla, CA.

The Summit Award is awarded to qualified, innovative, and progressive individuals, teams, and healthcare facilities who have made outstanding progress toward improving patient experience and staff engagement.

In 2021, the Summit Awards Committee received 240 nominations from 21 different healthcare organizations, spanning 10 states. Sixty-eight nominees were chosen as “Pinnacle Achievers” and 19 were presented with a Summit Award at the “Night of Excellence” event held in California. The HealthCare Service Excellence Conference is dedicated to delivering evidence-based solutions to help hospitals and other healthcare facilities improve their overall patient experience.

Ada Bair, Chief Executive Officer at Memorial Hospital, states, “To say that I am proud of my team is an understatement. They truly embody our values and carry out our service excellence initiative every single day, because it’s the right thing to do for our patients. We are honored to have been chosen ‘Provider of Choice,’ and we are dedicated to continuing to live up to this title for those we serve.”


As for the “Community Star” designation, Memorial Hospital also recently received this nationwide honor from the National Offices of the State Office of Rural Health (NOSORH). Teryl Eisinger, CEO, NOSORH, said, “We received nominations from every corner of rural America. There is a story for every state, and it is our honor to bring attention to the excellent work Memorial Hospital is doing for Illinois. These ‘Community Stars’ teach us lessons and provide positive examples of what can be accomplished, even during a public health crisis.”


Julie Casper, SORH Director within the Illinois Department of Public Health, nominated Memorial Hospital, citing its ability to create and sustain coalitions, ensuring that the health needs of the citizens of Hancock County are met. An example includes the formation of the Hancock County Addiction Coalition. “As the opioid crisis gained momentum in 2016, Memorial spearheaded the effort, recruiting members from local mental health centers, the health department, representatives from the schools and law enforcement, a county judge, social workers, the assistant state’s attorney, emergency medical services personnel, and other invested community members,” said Casper. “HCAC’s meaningful work included increasing community education and knowledge about substance use disorder.”

Another example of Memorial’s commitment to relationship building is that it proudly hosts the Area Health Education Center that services the west-central region of Illinois. Connected with 22 facilities, they have greatly expanded their work with colleges and schools, hosting students in multiple disciplines with an eye on rural workforce development.

Other efforts deserving of recognition include Memorial’s Rural Health Coaching Program with the Illinois Critical Access Hospital Network and Western Illinois University. Their “From theory to Practice” mission educates students about home visits and best practices for translating health providers’ care plans to patients in their everyday lives.