Recognition in Review: 2015 Making a Difference Award Highlights
Employees across UMHS made quite a difference in 2015. In fact, more than 13,000 Making a Difference awards were distributed last year with 44 percent coming directly from patients and their families.
Recognizing the contributions employees make to UMHS helps our team to become more motivated, drives better teamwork, and gives each individual a sense that they are an integral part of achieving organizational goals.
You may not always realize the impact you make during each customer interaction, but it’s a vital part of the relationship-building process that the UMHS team uses to engage with patients and each other. Here are a couple of examples of team members making a difference:
“We had a patient who was scheduled to be admitted and, after spending some time in the waiting area, became very irritated. He came up to the desk where he acted extremely rude and began using foul language. The employee who was helping him did not lose her patience or send him away; rather, she listened to what he had to say and provided all of the information she was able to share. She did everything she could to comfort him and was soon able to turn this irate patient around. He shared his story with her and provided reasons for his frustration, and even apologized for his actions. This kindness this employee demonstrated was the epitome of U-M’s mantra of patients and family first and because of that, they were able to work together. I commend her. Many people would not have been able to keep a cool head and would have just called Security or sent him somewhere else. She made a difference and that’s why I’m nominating her for this award. She absolutely deserves it!”
“When my OB/GYN informed me that I needed to go to U of M for a follow-up, I immediately felt overwhelmed and anxious just by the thought of going to such a huge health system. Questions immediately raced through my mind, such as: Where is registration? How do I know where to go? Where do I park? What if I am late because I can’t find parking? Registration called me (I was so pleasantly surprised by that) two days after my appointment was made. I received a very helpful packet in the mail, which included directions of how to get to my appointment and where to park. I received a call from a nurse the day before my appointment who thoroughly explained what was going to take place and took the time to answer all of my questions. All of this truly helped my anxiety level decrease dramatically. When it came to the day of my appointment, everything was seamless – from parking to checkout. Everyone made me feel like I was the only patient that was being seen that day. Thank you U of M for delivering perfect Patient- and Family-centered Care!
Learn more about the “Making a Difference” recognition program.
Nominate someone for “making a difference” today!