November 22, 2002

Rewarding excellence in action

While the MGH is known around the world for providing excellent patient care, it is the hard work and dedication of its employees and staff that support this mission. Many employees--at all levels throughout the institution--go above and beyond their everyday duties to ensure that every patient and visitor receives that highest standard of care and compassion. Now there is a program in place to help recognize those employees for their commitment to the MGH — the Excellence in Action awards.

The awards feature a personal visit from Peter Slavin, MD, current chairman and CEO of the Massachusetts General Physicians Organization (MGPO). Slavin goes to the winner's work area to present the individual or group of employees with a certificate and a heartfelt expression of gratitude for a job well done. Individuals also receive a pair of movie tickets, and groups receive a free pizza party. These employees are selected through letters from grateful patients or nominations from colleagues or supervisors.

The kind of excellence honored by this award was exemplified in a recent thank-you note from a visitor who offered accolades to two volunteers in the Gray Patient Family Waiting Area for helping her find the location of a friend. Bunny Baker (shown below) and Caroline Blake were praised for "acting with such good humor and gentle urgency that they gave the impression it was their greatest joy in life to help a stranger they would never see again."

Left to right: George Baker, MD, Pat Rowell, director of Volunteer Services, and Slavin with award winner Baker in front

"We often get thank-you letters from patients praising the work of our employees," says Slavin. "The employee gets a copy of the letter, but we wanted to take it a step further to show our appreciation for their hard work. We want to recognize these employees in a special way for the exceptional care they give to our patients and visitors."

The program was started in January 2001 as a collaborative project with the MGH Service Improvement Program and Human Resources and is funded by the MGH and the MGPO. This year, Brit Nicholson, MD, senior vice president and chief medical officer, has joined Slavin in presenting the awards.

"It is hard to describe the impact the award presentations have on staff when senior leaders seek them out to thank them personally," says Mary Cunningham, director of the Service Improvement Program, who coordinates the Excellence in Action awards. "It truly makes a difference for our employees."

For more information about the program, call Cunningham at (617) 724-1004.