August 2007
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Exceptional Care Exceptional Service:
Celebrating the first 100 suggestionsOn July 9, Children's Hospital Boston's Exceptional Care, Exceptional Service (ECES) program took a lunch break to honor the first 100 contributors to the ECES suggestions Web site. Since January, 83 staff members have contributed a total of 110 suggestions on specific ways to improve the hospital experience and its service. Those who submitted their ideas were invited to a tapas lunch (replete with a Flamenco guitarist) in the Patient Entertainment Center.
Sandra Fenwick, COO, recognized the ECES team and those who shared their suggestions, especially the 15 employees whose ideas have already been or are currently being implemented. Their suggestions include department meet-and-greets for new employees and standardizing telephone greetings and email signatures.
Christine Powers-Perry, executive assistant in Public Affairs, received a special award for her six outstanding ECES ideas, three of which have already been put into practice. "No idea is too small if it's going to change someone's experience at the hospital," says Powers-Perry, who created ECES training badges and designed and created ECES magnets. "The values of ECES are all things we should be doing to work together and help support the hospital's mission," she says. To make a suggestion, go to http://web2.tch.harvard.edu/eces/formESS.cfm.
