December 28, 1998

Mary Cunningham, director of the MGH Performance Improvement Program, recently passed a man in a wheelchair in the hallway while she was rushing to a meeting. She could tell he was struggling to get to his destination while balancing a tray of food in his lap. Even though she was late for her meeting and was carrying a heavy armful of reports, Cunningham turned around to help the patient.

Cunningham usually helps patients and visitors, but there was an additional reason that made her stop to help when the situation wasn't convenient – she was wearing the "May I Help You?" ribbon.

Since October, Cunningham and a small group of MGHers have been wearing blue ribbons and stopping to help patients and visitors find their way. The "May I Help You?" on their ribbons has helped distinguish these employees as a resource to those unfamiliar with the vast expanse of hospital corridors, offices and patient areas.

"The experience brought home to me that the campaign is not a selective program that you only participate in when it is convenient," says Cunningham. "Even though pushing his wheelchair with my arms full wasn't the easiest thing to do, it was important as a representative of this hospital to reach out to a patient in need."

The program now is expanding to include all MGH employees who would like to participate in the hospitalwide customer service initiative. Based on feedback from the pilot program, the blue ribbons have changed to tags to look more professional.

"Wearing the ribbon helped people be more aware of their role as a representative of the hospital," says Diane Hanscom, program coordinator. "The pilot program was successful in that many of the employees reported a change in their behavior, not only toward patients and visitors but also to fellow employees." Hanscom added that the program idea evolved from a similar program at BWH but has been specifically designed for the MGH community. The program is a joint effort between the MGH and the Massachusetts General Physicians Organization.

"It's the little things that often count," says Britain Nicholson, MD, chief medical officer. "Giving directions or even stopping to ask bewildered visitors if they need help can make a tremendous difference."

Individual employees or entire departments can sign up to participate in the "May I Help You?" program by calling Hanscom at 4-0203.