Good to Best – a GVMH success story

One of the greatest honors of my career occurred on April 1, 2011.  I was provided the honor of presenting Cynthia Brouk, Director Food and Nutrition Services, an award for the most dramatic Press Ganey Customer Satisfaction score improvements of all hospitals across the entire United States for moving from the bottom 10 percentile to the top 10 percentile.

Cynthia was presented the award in San Diego, California at the Good to Best Conference in front of over 300 of her peers.  Cynthia knew that she would be getting the award but she did not know that I would be there to present it to her.  I was provided the distinct honor and privilege to travel to San Diego and present Cynthia the award and say a few words of thanks for the hard work both she and her team have done to become one of the highest performing patient food services departments in the country. 

Cynthia knew she would be receiving the award but she did not know I would be there to present it to her.  To say she was surprised would be an understatement.  

Cynthia and our entire FANs Department have worked hard to improve services and improve food quality for our patients and they deserve recognition.  A couple of years ago they implemented hotel style room service for our patients and our hospital serves one of the finest meals you can get in all of Clinton.  When you see one of the FANs Staff take a moment to congratulate them for being one of the greatest patient food services in the entire United States.

A picture is worth a thousand words so here are few pictures from the event. “Click” on the picture for a better view.

About Craig Thompson

I am a young professional with two great sons, and I work in the healthcare setting. I am employed in hospital administration and serve as Chief Executive Officer at Golden Valley Memorial Healthcare in Clinton, Missouri. At GVMH we care for our families, friends and neighbors. We're committed to providing the safest, friendliest and most compassionate care to all we serve.
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3 Responses to Good to Best – a GVMH success story

  1. Hi Craig,

    Thank you for taking time out of your busy schedule to come to San Diego to surprise Cynthia and award her with her Good to Best Gold Medal for Best Press Ganey Customer Satisfaction Improvement. Cynthia and her team have done a tremendous job over the years in their journey to becoming the BEST. To have the support from Administration is invaluable to the success of any hospital – frankly, we don’t see this enough. To see you there to support Cynthia in a jam-packed room of all her peers from around the country was truly inspiring. Bravo to you, Cynthia, and GVMH! Congratulations on this awesome achievement!

    Bernard Hernandez
    Good to Best Conference Coordinator
    Chief Information Officer
    DM&A, Inc.

  2. Cynthia Brouk, RD, LD, MBA says:

    On behalf of the Food and Nutrition Services at GVMH it is our pleasure to provide world class room service to our customers. We are proud to be at GVMH and appreciate administration for giving us the opportunity. Thanks to DM&A for their support and this award. Thanks to Craig for personally making the trip to present of the award. My peers were amazed, no actually they were blown away, that Craig would take time out of his personal weekend to be here. My surprise is evident by the expression on my face in the picture!

    Cynthia B. Brouk, RD, LD, MBA
    Director of Food and Nutrition Services
    ‘going from good to best to move ahead of the rest!’

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