You Spoke, We're Acting- BWH Bulletin - For and about the People of Brigham and Women's Hospital
You Spoke, We're Acting- BWH Bulletin - For and about the People of Brigham and Women's Hospital
Skip to contents
April 6, 2001
Browse the archive
Current issue
In This Issue:
Gimbrone named new Chairman of Pathology
You Spoke, We're Acting
Charitable Goal Keeps Runner Motivated
Friends of BWH host Spring Fling
Pike Notes
OT Month
Research Roundup
Presentation to Senator Kennedy
Spring 2001 Computer Training
With less than half of the employees at BWH indicating a belief that the hospital would act upon the results of the staff survey, more than 100 staff members have been engaged for months to prove them wrong. Of that overall group of volunteers, 27 employees from across the organization have focused on the results around quality patient care and customer service. Through the efforts of several sub-groups, the Quality Patient Care/Customer Service Team developed a number of recommendations, including enhanced customer service training programs, newly designed customer service orientation materials, a patient information flipchart for the bedside and the development of an employee customer service agreement. “My purpose for becoming active in the BWH Survey Teams was to be part of the change,” commented Michelle Thomas, executive assistant. “I joined a survey team to be part of the solution. I enjoy working at BWH and am proud of the hospital as a whole. I wanted to give something back to the hospital, my team members and the staff of BWH.” Overall, the Staff Survey indicated a 70 percent favorable rating for Quality Patient Care and a 68 percent favorable rating for Customer Focus. While 85 percent of survey respondents felt the hospital staff strives to give the best care to patients, only 47 percent believed there was close cooperation between departments to achieve that goal. In the area of customer focus, while nearly 84 percent of staff would recommend the hospital to family in friends, only 30 percent felt that staff are rewarded for going above and beyond. The recommendations from the team are dedicated to addressing these challenges through training and orientation. “This was a good experience for me,” said Kori McGee, administrative coordinator, Depart-ment of Rheumatology. “I was a little skeptical at first, but after the ‘kick-off’ event I realized how dedicated senior management is to this ongoing project. It has provided me with the opportunity to work with a group and feel like we are impacting change for the staff and patients at BWH.” In total, five action teams were assembled to address the findings of the first-ever BWH Staff Survey, taken in June 1999. The teams were charged with using the feedback from the survey to positively impact employee satisfaction and thus impact quality service. Members of the Quality Patient Care/Customer Service Team are: Kathleen Bertone, Richard Carson, Chris Collins, Angela Covington, Jane Daisy, Patricia DeGroot, Sioux Gilli, Bob Goldszer, MD, Dorothy Goulart, Patricia Green, Deanna Griffin, Katrina Harris, Joanne Hogan, Paul Hughes (executive sponsor), Tracy Johnston (leader), Nancy Kruger (executive sponsor), Kori McGee, Karen Nelson (executive liaison), Sealine O'Neal, Sharon Rodriguez, Lisa Schulte, Marisol Serbia, Doreen Sese, Barbara Strong, Michelle Thomas (leader), Becky Trask (leader), Andy Whittemore, MD (executive sponsor) and Jim Winkelman, MD (executive liaison).