Photo by Sharon Taylor Conway Left, WALTER first runner-up winner, Judi Seggel, a MICU nurse, and WALTER winner, Lt. Col. Robin Smith, celebrate at WRAMC’s Q.U.E.S.T. awards ceremony, Dec. 4.

The Q.U.E.S.T. program celebrates military and civilian staff members who demonstrated outstanding customer service. Smithís top prize includes a year-long reserved parking space in the Rumbaugh hospital staff parking garage (Bldg. 3).

The Q.U.E.S.T. program empowers and encourages a patient member, family member, supervisor, co-worker or Walter Reed Army Medical Center (WRAMC) visitor to commend an individual or staff for customer service excellence. Col. Norvell Van Coots, commander of Walter Reed Health Care System, recognized a total of 172 individuals and team members during a Joel Auditorium ceremony last week.

Nearly 1,080 nominations were whittled down to a group of 21. An awards advisory council reviewed and voted by secret ballot to select Smith as the winner of the first WALTER award. She beat out two other contenders ó first runner-up Judi Seggel, a nurse in the medical/pediatric intensive care unit (MICU), and second runner-up, Maj. Kevin Woods, a WRAMC cardiologist, for the prestigious award, created in the likeness of Maj. Walter Reed.

The five-inches-high award was created using 3-D imaging in WRAMCís own Medical Applications Center. An original life-size bust of Reed was laser scanned to produce a model which received a glossy finish to complete the prestigious award.

ìIn 14 years of nursing, this is the highlight of my career,î said Seggel of her first runner-up award.

The MICU nurse worked a full 12-hour night shift prior to attending the 2 p.m. recognition ceremony with just two hours rest, but said she wouldnít have missed if for anything. Seggel said sheís worked at other civilian hospitals in the Washington, D.C. area, but none have recognized her for just doing her job and she appreciates WRAMC for the acknowledgement.

ìJudy is the epitome of excellence. We thank God for her,î reads the Q.U.E.S.T. compliment that earned Seggel her award. ìAll through that first night, Judi was a soothing balm for me and my husband.î

The Dec. 4 ceremony awarded the endocrinology department with the crystal Q.U.E.S.T. Torch Lighter award, which recognizes a clinic, ward or section that best demonstrates Q.U.E.S.T. principles in the practice of their day-to-day responsibilities. Sommer Royal received the Pinnacle of Excellence award. Royal received 14 individual compliments from July to September while working as a medical assistant in Walter Reedís endocrinology department.

ìI havenít even worked here a full year yet. Being recognized for me being my normal self is just wonderful,î said Royal, who looks forward to building relationships with patients in her new position in the hematology/oncology clinic.

Coots awarded 171 other members of the Walter Reed staff with Gold, Silver or Bronze Torch of Excellence awards. A reception held in the Heaton Pavilion second-floor lobby after the ceremony, served awardees and guests with truffles, a chocolate fountain, sparkling cider and a musical serenade by harp.

The Q.U.E.S.T. program has recognized the excellence in customer service of more than 300 individuals and team members at Walter Reed since May.

ìWe hope our public recognition of people ëcaught in the actí of customer service will make this positive and productive attitude and behavior contagious throughout our hospital,î Coots said.

ìIím absolutely pleased to give out these awards to a group this large,î Coots said, who also unveiled the hospitalís full accreditation certificate from the Joint Commission on Accreditation of Healthcare Organizations.

ìItís fitting that we talk Joint Commission accreditation and customer service in the same gathering, because they are intertwined,î Coots said. The Joint Commission is a private organization that aims to improve the safety and quality of care provided to the public through the provision of health care accreditation and related services that support performance improvement in health-care organizations.

For a complete list of Q.U.E.S.T award winners, visit the WRAMC Intranet at https://intranet2/wramc.amedd.army.mil/HOSPITAL/QUEST/Pages/default.aspx.