HeRO Award Winners Recognized - Mountain Home VA Healthcare System
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HeRO Award Winners Recognized

Dr. David Walker, Acting VISN9 Director presents the HeRO Award to the ARC team.

Dr. David Walker, Acting VISN9 Director presents the HeRO Award to the ARC team.

By Lauri Kerns, PAO
Friday, April 30, 2021

The James H. Quillen VA Medical Center honors local employees as Veterans Health Administration (VHA) HeRO Award recipients for contributions to VHA’s journey to becoming a High Reliability Organization (HRO).


VHA’s enterprise-wide journey to high reliability aims to continuously improve its processes by maximizing safety and minimizing harm to achieve the goal of ensuring every patient receives excellent care every time.


The awardees developed and implemented an Acute Respiratory Clinic (ARC). The ARC served Veterans who were experiencing upper respiratory, flu or COVID-19 symptoms. The ARC provided same-day clinic access via face-to-face, VA Video Connect (VVC), and/or phone appointments while maintaining safety for patients and staff by safely redirecting certain patients to seek care outside of the Emergency Department or urgent care clinics.


“Even during these unpredictable times and amidst the COVID-19 response, these recipients responded swiftly and efficiently to ensure that VHA delivered the best care available to our Veterans,” said Dean B. Borsos, medical center director. “By working in multi-disciplinary teams and with safety as the overriding priority, this team was able to quickly and effectively create a new care model to serve all patients during this pandemic best.


The individuals who led the ARC team are:

  • Dr. Elizabeth Bishop
  • Shannon Cook, ARNP
  • Dr. Mary Dawson
  • Carla Green
  • Michael May, ARNP
  • Marybeth Metcalf
  • Dr. Cynthia Reece
  • Michelle Shively, ARMP


This team will now compete at a regional level, with the possibility of consideration for the Veteran’s Affairs National HeRO Award. The National HeRO Award is the highest level of HRO recognition available within VHA. It is reserved to honor employees who advance VHA’s journey to high reliability through demonstration of VHA’s HRO principles in action. The HRO steering committee votes quarterly to select one winner in each category for a National HeRO Award.


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