Eaton Rapids Medical Center (ERMC) employee Heather Schragg was honored with the Dr. Meinke and Dr. Sherman Distinguished Service Award at the hospital Winter Gala on Saturday, January 9, 2016. Each year, an ERMC employee is recognized for providing exceptional service to Eaton Rapids Medical Center patients and the community. The award was established to honor Dr. Meinke and Dr. Sherman, physicians who were instrumental in the founding of Eaton Rapids Medical Center.
Heather has served as Patient Experience Director at Eaton Rapids Medical Center for more than three years. In her role, she oversees the hospital Risk and Quality Management programs. A large function of her job is working with patients and their concerns.
Heather was nominated by two of her colleagues. Her nomination states "Heather has a way of making patients feel at ease when discussing their concerns. Her warm and welcoming approach is well-received. She is very caring. She actively thanks patients for bringing issues to our attention, as this is an opportunity for us to improve our processes and improve the patient experience."
Heather has been instrumental in implementing customer service initiatives. She is the chairperson of the steering committee that oversees committees and initiatives that aim to improve patient and employee experiences, acting as liaison between Eaton Rapids Medical Center and the consultants at Capstone Leadership Solutions, Inc. Heather keeps committees and managers accountable for goals, action plans, strategies and results.
The nomination adds, "She has done an amazing job coordinating and facilitating our customer service events and helping us all understand the importance of the skills. She always finds ways to make you feel like part of the team and sincerely enjoys working with each staff member. She comes at every task with great energy. She is always so optimistic and positive when introducing or implementing change. Heather is also very committed to the community. Not only does she deliver Meals on Wheels to those in need in our area, she coordinates the program for Eaton Rapids."
Heather's persistence has paid off for the Medical Center, as evidenced by recent recognition and awards. She played a major role in the hospital ranking number one in Michigan for patient satisfaction two years in a row. The success of her efforts were again demonstrated when ERMC was recognized by the National Organization of State Offices of Rural Health for overall excellence in Quality, Outcomes, Patient Perspectives, and Financial Strength, reflecting top quartile performance among all acute care hospitals in the nation. ERMC was the only hospital in Michigan to be recognized in all four categories in 2015.