Friday, April 4, 2014

Patients’ pick

GRAND ENTRANCE: Benjamin Crocker, MD, associate medical director of the MGH Ambulatory Practice of the Future

The red carpet was rolled out March 19 for the inaugural MGH Service Excellence Awards ceremony. The event, sponsored by the MGH Service Excellence Department, was held at the Beacon Hill Boston Wyndham Hotel and honored leaders and teams for outstanding achievements in improving the patient experience at the MGH.

“Patients come to us with what are often terrible life changing problems that stress and frighten them and their families,” said David F. Torchiana, MD, MGPO chairman and CEO. “Our obligation and privilege is to help them through the ordeal and our commitment to service excellence and our never-ending work at improvement remains at the heart of what we do every day.”

Outpatient practices and inpatient units were recognized for exceeding the 2013 patient survey targets, for achieving significant improvement or for being the highest rated on a national scale. Based on nominations, awards also were presented to four teams and five leaders selected by the Patient Experience Leadership Council for their patient-centered care and excellent service.

CONGA FOR SERVICE: The Oncology Unit on Lunder 9 led by Barbara Cashavelly, RN, nurse director

“You are pioneers. You have been doing exceptional work and taking very good care your patients,” said Jeanette Ives Erickson, RN, DNP, FAAN, senior vice president for Patient Care and chief nurse, who presented the awards along with Alexa Kimball, MD, senior vice president and medical director of the MGPO, and Ann Prestipino, senior vice president of Surgical and Anesthesia Services and Clinical Business Development.

The General Medicine Unit on White 9 received the award for “most improved” in staff responsiveness, improving its patient survey score by 11 points. “This is pretty awesome,” said Arrick Bator, a patient care associate on the unit. “I think it shows how we all work together as a team and I think that’s what helped us improve our score.”

Recognized for “nurse communication and staff responsiveness,” Lunder 10 was one of nine MGH teams to report scores in the 90th percentile. “We have worked really hard over the last year to improve patient satisfaction,” says Rona Earl, RN, of Lunder 10. “We are a transplant floor so we see a lot of the same patients; they become part of our family and we become a part of theirs.”

Each team received a trophy, a banner and a cake in recognition of their achievements. The Service Excellence staff plans to make the ceremony an annual event.

“This ceremony was such an impressive collection of dedicated stars of the MGH family,” said Lauren Sterling, administrative manager of Vascular Surgery, which earned two outpatient awards. “I was humbled to be included.” 

Read more articles from the 04/04/14 Hotline issue.


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