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CMH selected as a 2023 Health Quality Innovator of the Year

Citizens Memorial Hospital has been recognized as a Health Quality Innovator for 2023. The Health Quality Innovator Awards is the annual awards program created by Health Quality Innovators (HQI) that recognizes and celebrates organizations that are using successful, evidence-based approaches to improve health care quality and outcomes.

CMH was selected as a runner-up in the Collaboration category for the Patient and Family Advisory Council (PFAC). This award category recognizes the efforts of organizations committed to bringing others together to solve health care challenges and improve health care in the communities they serve.

“We’re incredibly proud to be recognized as a Health Quality Innovator of the Year,” said Michael Calhoun, CEO/executive director of CMH and Citizens Memorial Health Care Foundation. “This is truly a collaborative effort among an incredible team of people working to improve the health of this community.”

About CMH’s Project

CMH incorporated insights from its Patient and Family Advisory Council to introduce a waiting room attendant/concierge in the Emergency Department. Following the PFAC's recommendations, the hospital's CEO advocated for the establishment of a dedicated position to enhance communication regarding wait times, update families on the status of patients, and address immediate patient needs like blankets and refreshments. This move, based on patient and family experiences, improved communication on wait times and patient needs. The hospital's survey response score for communication about wait time increased from 33.2% to 40.8% in six months.

"I am proud that CMH has received this award. It exemplifies the hospital’s dedication to collaborating with patients and families to enhance the services our patients receive,” says DeAnna Hedger, director of quality and medical staff services. “The role of emergency room concierge has successfully improved communication about wait times. We recognize that effective communication in health care results in enhanced care for our patients. This collaborative effort reinforces our commitment to our mission and values to serve."

Learn more about the 2023 Health Quality Innovators of the Year at

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