Bolivar-based Citizens Memorial Hospital and Citizens Memorial Health Care Foundation and West Community Credit Union of O’Fallon are the recipients of the 2018 Missouri Quality Award, the state’s official award for business excellence.

Lt. Gov. Mike Kehoe presented trophies to the award winners at a ceremony and banquet Thursday, Nov. 15, at the Peachtree Banquet Center in Columbia. Midwest Excellence Institute CEO Sherry Marshall announced the 2018 Missouri and Kansas Quality Award winners on October 19.

“Citizens Memorial Hospital and West Community Credit Union represent the best of Missouri businesses,” Marshall said, congratulating the winners for “stellar award applications and business structures that demonstrate excellence throughout their organizations, from leadership to employees.”

Midwest Excellence Institute (MEI), is the Missouri and Kansas state level partner of the National Baldrige Performance Excellence Program, which was established by President Ronald Reagan and Congress in 1987. MEI is a 501c3, not-for-profit organization that specializes in helping Missouri and Kansas businesses achieve performance excellence.

Marshall said award recipients are recognized as “industry role models, setting a standard for employee engagement, efficiency, and high customer satisfaction ratings.”

CMH and WCCU presented 50-page applications responding to the complete Baldrige Excellence Framework criteria involving leadership, strategic planning, customer and employee engagement, and a variety of other processes that drive best-in-class performance.

Application for the Missouri or Kansas Quality Award is available in three tiers. At the entry-level, Tier 1 responds to the basic criteria requirements, Tier 2 responds to the basic and overall criteria requirements, and Tier 3, or the highest tier, responds to the basic, overall, and multiple criteria requirements. Marshall said all award applications are evaluated by a team of trained examiners individually, then in team consensus, with Tier 2 and Tier 3 award applications culminating in a site visit to verify and clarify information contained in the application. Tier 3 applications may result in the applying organization being named a recipient of the Missouri or the Kansas Quality Award.

 

Missouri Quality Award winner:

Citizens Memorial Hospital and Citizens Memorial Health Care Foundation (CMH), founded in 1982, is one of the fastest-growing, most diversified, fully-integrated health care organizations in rural America. Comprised of four business units—an 86-bed hospital, 32 physician clinics, seven long-term care/senior facilities, and home care services—CMH serves an eight-county area in southwest Missouri with a population of over 100,000 people.

CMH is a leader in information technology evidenced by its adoption of telehealth, telepharmacy, and telediagnostics. Named a Most Wired and Most Wireless Hospital, CMH was also designated as one of the Top 10 Rural Hospitals in America.

With a workforce of more than 2,044, CMH is one of the 10 largest employers in southwest Missouri, and has been nationally recognized for employee safety in its long-term care facilities by receiving OSHA’s Voluntary Protection Program’s Star Status.

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Missouri Quality Award winner:

West Community Credit Union (WCCU), a not-for-profit financial cooperative, services more than 24,000 members primarily in the St. Louis and Columbia areas. WCCU has embraced technology as a means of providing a superior customer experience, from a 24-hour chat-bot named Jane, to its Listening and Lending® and the ability for customers to apply for and close auto loans directly at participating auto dealerships.

The company’s leadership was also recognized for its career progression opportunities and leadership training for the WCCU workforce. Senior leaders have demonstrated commitment to the Baldrige Framework by serving as Missouri Quality Award examiners and encouraging other staff members to do so.

Since adopting the Baldrige Excellence Framework over 10 years ago, WCCU has experienced a 51 percent growth in membership and increased assets by 117 percent and loans by 127 percent.

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In addition to the Tier 3 MQA recipients, MEI also named five Tier 2 award winners and presented one Tier 1 award.

Tier 2 winners:

  • Dunklin R-5 School District, Herculaneum. Providing pre-kindergarten through grade 12 public school education for early childhood, elementary, middle school and high school students, the district covers 21 square miles with a student population of approximately 1,500.
  • Mercy Rehabilitation Hospital-St. Louis. Mercy Rehabilitation Hospital provides inpatient rehabilitation services for patients recovering from strokes, brain or spinal-cord injuries, amputations, multiple trauma, cancer, bariatric conditions, complex orthopedic injuries, and other conditions.
  • Primaris, Columbia. Primaris provides customized healthcare consulting services for providers across the US.  In addition to consulting, services include chart abstraction for quality measures, including but not limited to, core measures, clinical registries, and CMS Web Interface reporting.
  • Saint Francis Ministries, Salina, Kan. Saint Francis Ministries is an independent not-for-profit organization dedicated to the protection, nurturing, and healing of children and families.  Saint Francis Ministries serves over 31,000 people in Kansas, Mississippi, Nebraska, Oklahoma, Texas, El Salvador, and Honduras with a broad range of programs and services.
  • The University of Kansas Medical Center-Public Safety, Kansas City, Kan.—Comprised of the Police, Parking and Transportation Department, Emergency Management, and Hospital Security, the University of Kansas Medical Center’s public safety workforce strives to provide efficient, effective, and professional services to the KUMC community.

Tier 1 winner:

Logan University, Chesterfield. Logan University is a small, private, special-focus health sciences institution offering bachelors, masters, doctoral, and professional degrees leading to careers in health care through its College of Health Sciences and College of Chiropractic.

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