Making a Difference: February 2017 highlights

March 15, 2017  //  FOUND IN: Our Employees,

The best feedback is often feedback received directly from those you serve, including patients, family members and colleagues. The Making a Difference program is a convenient way for these groups to provide such valuable recognition.

Michigan Medicine employees continue to make a difference through their hard work and dedication. Recognizing the contributions colleagues make to the organization helps them to become more motivated, drives better teamwork, and gives each individual a sense that they are an integral part of achieving institutional goals.

As part of National Recognition Month, here are a few examples of team members who made a difference last month:

Peer Recognition

Shannon Floeter, CNRA, C.S. Mott Children’s Hospital

Shannon, you recently made a difference by providing exceptional care for a highly anxious patient. You went well above and beyond your work responsibilities to hold a patient’s hand and provide reassurance through their two-hour MRI scan. Your compassion and care allowed for the patient to complete their procedure. Your extra effort was appreciated by the cardiologist, MRI technician, anesthesia team and family members. Thank you!

Matt Thompson, Supervisor, Entrance Services

Recently, I was scheduled to conduct a training session for the Service Excellence Academy in the UH dining rooms. Usually, I’m there 45 minutes to an hour early to set up and greet participants. Unfortunately, on this particular day, traffic on I-94 was horrific and I realized I might not even make it to the session by the start time of 9 a.m. I called Matt, whom I have partnered with before, and hoped he might assist me. I asked if he could go over and put a sign on the door letting participants know I would be a little late. Matt immediately said yes and took care of it. When I arrived, everyone was seated and expecting me, all thanks to Matt. He is an exceptional colleague and all about service with both our internal and external customers. Thank you so much, Matt!

Stephanie Myers, Unit Custodian, Environmental Services

Thank you, Stephanie, for recently making a difference in the lives of one family. Your kindness, thoughtfulness and tender heart shined through as you assisted a father — who had his two children with him — in need. It was 7 p.m. and they had been at the hospital for an appointment since 1 p.m. They were waiting for a ride and didn’t have any money. Knowing the needs of small children, you jumped in using your own money to help them and notified your supervisor for assistance as well, as no one knew when their ride would show up. Thank you for your quick thinking and acts of kindness. It is really appreciated and welcomed!

Patient/Family Member to Staff

Lindsay Mulligan, Medical Assistant, Canton Health Center

On a recent visit, Lindsay had just administered immunizations to my 9-year old and was preparing to give a single shot to my traumatized 7-year old. Not once did she get frustrated with my girl, although it would have been easy to do so. I ended up having to restrain my daughter and Lindsay quickly administered the shot; albeit the room erupted with screams and tears. All the while, my brave 9-year old watched and only when his sister cried in distress did he lose his calm. This is when Lindsay won me over. She immediately went to my son and held him, assuring him that all was well. She went above and beyond and will never know how much that little gesture made a lasting impression on all three of us. Thank, Lindsay! You deserve to be recognized for your professionalism and compassion. It’s the small moments that last with us and today, you definitely won us over!

Hannah Maxey, Child Life Specialist, Child and Family Life

Riding in an ambulance with my daughter was one of the scariest moments of my life! She had an ATV accident and I thought her back was broken. She couldn’t feel her legs. I thought our lives were changed forever. Hannah came into our bay and began picking twigs and leaves from my daughter’s hair. She immediately normalized a traumatic situation and made me feel like everything would be okay. She didn’t say that, but that’s how I felt in her calming presence. I will never forget her kindness as she explained to my daughter what was happening. She also frequently checked in on us, bringing “little” things that helped me connect to family like a charging cord for my phone. That was a huge thing in the moment because my son was left at the scene. I felt lost, scared and alone. Hannah took that away in an instant. Thank you so much, Hannah. Words cannot express my gratitude!

Julie Pierce, Patient Services Assistant, C&W Specialty Clinic

Recently, I was with my 2-year old son, lost (and late!), looking for dermatology. I must have looked a mess because Julie saw me and offered to help. She took me to the right place and was kind enough to interact with my toddler. At the end of our appointment, which didn’t go as planned, she went out of her way to find us and gave my son Ninja Turtles. She is a true reminder that there are great people working at Michigan. Thank you, Julie!