An Emanuel Medical Center employee was named the best service excellence coach in the nation.
Speech therapist Terri Field was awarded the Summit Award for her work as a “Super Coach” in Emanuel’s service excellence initiative. The awards were sponsored by the HealthCare Service Excellence Association and were announced at the 11th Annual HealthCare Service Excellence Conference, held at the end of January in New Orleans.
“It’s an honor, but one that I share with everyone working to enhance the level of excellence at Emanuel,” Field said. “This has been a team effort from the very beginning, and I’m proud to be a part of it.”
Two other employees and one service-excellence team were also honored with national recognition—Pinnacle Awards—for their work in improving quality of service and patient satisfaction at the hospital.
Pinnacle award winners at Emanuel were Kathy Hatfield, a clinical physician liaison; Connie Fairchilds, the vice president of patient care services; and the “Scripting Team” – one of several teams of employees at Emanuel working on large service-excellence projects.
The Scripting Team was led by Kristen Cederlind, director of rehabilitation services, and included registered nurses Celeste Ameer, Margie Catone, Matthew Haskett and Roberta Walker; Michael Iltis, vice president of professional services; Jana Rhine, director of annual giving; and Lorrie St. Pierre, patient access coordinator.
The awards come as Emanuel is entering the final year of a three-year, employee-led training effort to enhance and improve customer service throughout the hospital. The HealthCare Service Excellence Association presents Pinnacle awards to finalists and Summit awards for the nation’s best in exceptional customer service achievements in health care, which include initiatives for improving:
– Quality of service for patients and customers
– Quality of work life for health care professionals
– Performance of healthcare organizations.
Emanuel President and CEO John Sigsbury was not surprised to see so many national award winners on his staff.
“When we began this initiative, we knew we had a caring and professional staff,” he said. “Then when you add the service excellence skills they have developed, it’s a powerful mix. Our patient-satisfaction scores show that our employees have really made service excellence and customer service their number-one priority. The Emanuel employees that were honored nationally helped lead those local efforts.”
Their national award winners’ specific projects or accomplishments were:
Terri Field, Super Coach Summit Award winner: Field was a “Super Coach” working with service excellence advisors and teams and provided positive and consistent feedback during training. She initiated dress rehearsals for advisors before they had to teach a class, helping them teach more effectively.
Kathy Hatfield, Service Excellence Mentor Pinnacle Award winner: Hatfield led a team of service excellence advisors that developed a fun video focused on ways to improve patient satisfaction at Emanuel. The video was shown at the hospital’s fall Service Excellence Summit, and included hospital staff and physicians in the project.
Connie Fairchilds, Service Excellence Sponsor Pinnacle Award winner: Fairchild led Emanuel’s Service Excellence Council and maintained that group’s clear focus improving service excellence. She supported creative ideas for improving patient-centered care and gave employees the quiet confidence to step up and take on leadership roles when necessary.
Scripting Team, OASIS Team Pinnacle Award winner: The scripting team developed a booklet, video and training session using the theme, “Say it. Do it. Be it!” The training program focused on consistent patient communication, and their ideas have been incorporated into departments throughout the hospital.