As CEO, you never know how your day will start. This one started very well, with the following two emails waiting in my inbox. I share them with you because they made me happy. They show how a single person in a hospital can make a difference to patients and also affect the reputation of the institution.
#1 -- Yesterday morning I brought my mother to the BIDMC for a routine colonoscopy that took place in the Farr Building. As a self-appointed "secret shopper," I made an observation I'd like to share with you. When we arrived on the 8th floor, we were met by a nurse who introduced herself as Michelle. Michelle is truly a credit to your organization and her profession. She conveyed a caring and calming demeanor toward my mother and also exhibited the same professional courtesy with every patient in the waiting area. Clearly, patient-centered care is highly valued by Michelle. It is a team member like her who helps make BIDMC a first-class institution.
#2 -- I had meant to send this email back in November but got busy with the holidays. First met Ms. Morris, Rabb 3 Radiology, eight years ago when my husband was a patient at BIDMC for surgery. I now see her yearly when I visit that department for ultrasounds. She goes out of her way to be accommodating, efficient and most pleasant. Going to that department is a pleasure because of her being there at the registration desk. She is a great representation of BIDMC. Thanks for having Debra at that desk.