The Grand Experience — Exceeding Expectations

The Grand Experience is a customer service program that we developed for our associates to ensure that we consistently exceed the expectations of Grand Lake residents.

Launched in 2009, The Grand Experience is helping us redefine what people expect from their healthcare providers by serving as a blueprint for creating high-quality, personalized experiences for our patients and their families.

Everyone in our organization—including executives, physicians, clinicians, and
support staff—undergoes in-depth formal training to learn the core elements of
The Grand Experience and receives regular continuing education as our processes evolve with our patients’ needs.

Creating High-Quality, Personalized Experiences

At the core of The Grand Experience is our belief that, to deliver truly personalized healthcare, we must first treat our patients as people, as unique individuals with their own special needs and expectations.

By focusing our attention on the whole person instead of just symptoms and injuries, we increase patient satisfaction and raise the level of care we provide. And, by internalizing and implementing The Grand Experience values of communication, personalization, courtesy, quality, honesty, and safety, we are able to do it for every person we serve, every time.

Our Six Central Values for Personalized Care

Quality
Quality is sustainable exceeding of expectations. This means that we must delight the people we serve by consistently going above and beyond what is expected of us.
We want our patients to be active participants in their care whenever possible and promise to tell them everything they need to know each step of the way. We believe that effective patient communication is a two-way dialogue that is always professional while remaining kind and compassionate.
We create personalized experiences for our patients and visitors by taking the time to show them the respect they deserve. We see them as people first and as patients and visitors second, focusing on their unique individual needs.
Courtesy is maintaining a cheerful and friendly attitude while remaining polite and professional. We are eager to aid and treat everyone with respect and dignity.
We expect all Grand Lake Health System associates to do what they say they will do, and to abide by the adage that honesty is always “the best policy.” We want our patients and visitors to feel like they can always trust our team.
Maintaining a safe environment for our patients, visitors, and staff is the responsibility of all our team members. We encourage each of our employees to always be aware of their surroundings, to be prepared for whatever might happen in a given situation, and to be proactive in preventing unsafe situations. If the need arises, we expect our team to be responsive and cooperative.
You can learn more about our mission, vision and values here.

Steering Team

Brittany Soloman – Patient Experience Coordinator
Jamie Quellhorst – Director of Outpatient Nursing Services
Olivia Gelhaus – Wellness Education Coordinator
Abby Gehle – Clinical Educator
Amy Quinn – Electronic Health Record Coordinator
Kristy Peggs – Practice Manager for Grand Lake Pediatrics
Kim Stelzer – Facilities Office Assistant
Karin Piper – Admission and Registration Manager
Melissa Komarek – Pulmonary and Sleep Services Manager