Employees June 05, 2008
Hospital Names 16 New Service Excellence Heroes
Sixteen employees have been named Service Excellence Heroes for 2008. This is the second group of employees to be recognized with this prestigious YNHH honor. Like the first class of Heroes, their almost life-size photos will be hung in public areas of the hospital within the next few months.
“These are truly exceptional employees who set a very high standard for how we treat patients and their family members, and how we interact with each other,” said Richard D’Aquila, executive vice president and COO. “Their strong commitment to Service Excellence has earned them this important hospital honor and a place on our walls.”
The 2008 Heroes
The 16 new Service Excellence Heroes are:
Karen Anderson, pre-admission coordinator, Patient Financial and Admitting Services (PFAS);
Sandi Barbiero, MRI technician, Diagnostic Radiology;
Curtis Boyd, lead aide, Environmental Services;
Maria Co, R.N., clinical nurse, Medical Oncology;
Carmen Galarza, secretary, Hospital Research Unit;
Nancy McGurrin, business associate, Medical Oncology;
Sirena McNeal, patient care associate, Express Admissions;
Josephine Mesquita, teacher, Day Care Center;
Jensa Morris, M.D., Hospitalist Service;
Connie Nicolosi, licensed clinical social worker, SocialWork-Oncology;
Nilsa Nieves, clinic secretary, Adler Geriatric Center;
Jeff Popp, R.N., clinical nurse, Perioperative Sevices;
Jacqueline Rivera, patient account representative, PFAS Clinic Registration;
Evans Simmons, physician assistant, Surgery;
Rebecca Thorpe, surgical technologist, Perioperative Services; and
Caroline Worthy, secretary, Nathan Smith Clinic.
The nominating and selection process
In February, the Service Excellence Heroes Nomination Committee invited all employees, physicians and volunteers to nominate employees who lived the ideals of the Service Excellence pledge. Hospital staff nominated more than 140 employees online and by paper ballot. Human Resources and managers reviewed the nominations. Managers then wrote a detailed justification for the nomination and the committee reviewed and scored each nomination. The committee’s final recommendations were then reviewed and endorsed by senior management.
“It’s a thrill to congratulate these new Heroes,” said D’Aquila. “I also want to thank the members of the Nomination Committee for their time-consuming work in developing a fair and equitable process to find the ‘best of the best’ within Yale-New Haven. Based on this group of remarkable Heroes, the committee did a tremendous job.”
Service Excellence Heros Nomination Committee members
The members of the Service Excellence Heroes Nomination Committee included: co-chairs Sandy Elkin-Randi, manager, PFAS, Outpatient Registration; and Maureen Perachio, MRI manager, Diagnostic Radiology.
Members include: Leah Colihan, senior editor, Marketing and Communications; Annette Coscia, manager, PFAS; Donna Donovan, R.N., patient service manager, Pediatric Resource Support Unit; Cathy Dorsey, secretary, Nathan Smith Clinic; Holly Gaydos, project coordinator, Volunteer Services; Carla Giles, ambulatory manager, Clinical Administration; Debbie Klotzer, executive assistant, Cancer Network; Yollanda London-Osborne, manager of operations, Ambulatory Services Division; and Ena Williams, R.N., director, Perioperative Services.
“When you are totally about the comfort of your patients, it’s overwhelming when the attention is focused on you when you are doing your job,” said one of last year’s Heroes, Linda Coleman. “Being a Hero is not about being perfect; it’s about doing the best we can for our patients.”
Article originally appeared in the June 5, 2008 issue of the Bulletin employee newsletter (page 1)
http://www.ynhh.org/bulletin_archive/2008/060508_Bulletin.pdf
