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SERVICE EXCELLENCE
 






Our Shining Stars: They Were Just Doing Their Jobs


Shining Stars, seated from left, Mildred Knight, Jay Corey, Peggy Parsons, Melissa McCann-Needer, Portia Henry. Standing, Mary Jean Anderson, Joe Campbell, Glenn Simmons. Not present, Crystal Haggerty, Regina Lee-Knight.

The position of “candy-replenisher” does not exist at Johns Hopkins. Neither does “car-saver” nor “staff-calmer.” Yet roles like these have been filled by employees willing to step beyond the scope of their duties, our “Shining Stars.”

Of those nominated quarterly, 10 demonstrating the most outstanding service receive a $500 cash prize, trophy and recognition at the October Service Excellence celebration. This year’s Shining Stars know the value of teamwork. They were willing to help others, not for the recognition, but because, as each of them said, “I was just doing my job.”

Christine Werthman

School of Medicine
Jay Corey and Glenn Simmons, associate directors, Marketing and Communications, spent their own time and money replenishing a dwindling supply of candy at an event celebrating service excellence. “It was a small effort on our part,” Corey says, “but it went a long way toward keeping the celebration running smoothly.”

Mildred Knight, certified medical assistant, Green Spring Station, noticed that an elderly woman picking up her husband had exited her car without putting the vehicle in park. Knight jumped out of her car and into the visitor’s to stop it from crashing. “I just looked, saw and jumped,” Knight says. “There was nothing to it.”

Hopkins Hospital
Portia Henry, pharmacy technician, Weinberg, assisted a colleague in another pharmacy when a refrigerator storing expensive medications malfunctioned. She removed medications, loaded carts, stored the medications in another refrigerator and helped her colleague catch up on orders.

Johns Hopkins Bayview Medical Center
Regina Lee-Knight, patient aide, home care, went furniture shopping for a participant in the Elder Plus program during her time off. She chose furniture from three different stores and delivered it herself to the participant’s home.

Howard County General Hospital
Mary Jean Anderson, R.N., peri-anesthesia care unit, sees lots of patients coming and going. “It’s a really short stay for patients,” she says. Yet many remember Anderson’s kindness and write complimentary letters on her behalf. Co-workers appreciate her calm demeanor and clinical knowledge.

Margaret (Peggy) Parsons, patient unit coordinator, follows through with orders, charts and consent forms so that nurses can focus on patient care. She’s worked at the hospital for 30 years. “I think I’ve only called in sick 10 times since I’ve been here—once for a ruptured appendix,” she says.

Johns Hopkins Community Physicians
Crystal Haggerty, certified medical assistant III, White Marsh, took the time to call and schedule all of a young man’s medical appointments after doctors diagnosed him with possible metastatic cancer. “He and his wife were so upset,” Haggerty says. “I just figured I’d give them one less thing to worry about.”

Johns Hopkins HealthCare
Joe Campbell, medical claims adjuster, helped ease the transition when a new system of logging customer service reports was implemented. “I was able to help others navigate through the new softwear,” says the former computer programmer.

Johns Hopkins Home Care Group
Melissa McCann-Needer, R.N., case manager, was the first to offer help during a staffing shortage last winter. “It gets hectic,” she says, “and when it does, I usually try to double up on patients so that everyone at least gets seen.” Patients and coworkers consistently compliment her positive attitude and dedication to customer service.

Open Enrollment 2007

Service Excellence Standards of Behavior
A new employee reference guide, to be distributed this month, defines the type of excellent service, safe practice and quality care employees are expected to provide. The service standards fall under six categories—customer relations, self-management, teamwork, communication, ownership/accountability, and continuous performance improvement. Each one is supported by examples showing exactly how service excellence can be incorporated into the workplace.

October is Service Excellence Month
Here are the highlights:
* Celebration of Service Excellence: Keynoter Quint Studer, plus best practices, poster sessions and the annual “Catch A Shining Star” winners. East Baltimore, Turner Auditorium, Oct. 3, 9 a.m. to noon.
* Service Excellence Fair, JH Bayview Medical Center, Pavilion Conference Center, Oct. 13, 7:30 a.m. to 4 p.m.

Visit www.hopkinsmedicine.org/service

 

 

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