Published on January 25, 2016

Shawna Forst Named Service Excellence Manager at Pella Regional

Shawna Forst, Service Excellence ManagerPELLA, Iowa— Pella Regional Health Center has named Shawna Forst, to the role of Service Excellence Manager. This position provides leadership and direction for the ongoing development of Pella Regional’s service excellence program, which works well with her background in LEAN, education, risk management, accreditation and quality. Forst will also continue to lead LEAN activities for the organization.

The responsibilities of the Service Excellence Manager include formal/informal education sessions for staff, leaders and physicians, and the promotion of a culture of accountability, commitment and ownership. Efforts also include investigating patient and family concerns, evaluating customer satisfaction, and collaborating with others in the organization to develop solutions needed to resolve issues related to customer satisfaction.

“I am very excited to take on this role for Pella Regional,” said Forst. “After 11 years here at Pella Regional, I’ve had the privilege to work with wonderful people who are dedicated to making every patient’s experience as positive as possible. This opportunity will allow me to continue building on the foundation of Pella Regional’s great health care and healing services and work on areas where we need to improve. I have a strong passion for working with health care professionals to design and deliver positive impacting services to patients and their families.”

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