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Service Excellence Program &
LRH Employee Suggestion Award Program
Service Excellence Program
“To recognize employees, volunteers, and auxiliary members who exhibit behaviors consistent with Littleton Regional Hospital’s mission, vision, and values.”
Here’s your chance to nominate that special someone who has exhibited exemplary service excellence! Any Littleton Regional Hospital employee, volunteer, or auxiliary member is eligible to be nominated. Simply complete the nomination form and place it in one of the Service Excellence Award boxes located throughout the Hospital.
When nominating someone for an award, please keep in mind the following:
State the specific action or behavior that justifies the nomination. The action should exemplify the criteria as outlined in the LRH Management Action and Quality Improvement Plan. These criteria are listed below. Be sure to include the recipient of the behavior (patient, patient family, co-worker, or others).
Criteria
- Make our patients our highest priority and strive to meet or exceed their expectations
- Be customer focused in everything we do
- Treat each other with dignity, respect, and courtesy
- Actively listen and allow different views to be communicated openly
- Accept responsibility for our own actions and behaviors
- Act for the greater good of our patients
- Work together as a team to find constructive solutions to problems
- Work to optimize the whole organization rather than individual departments or individual staff
- Appropriately meet the needs and expectations of those who depend on us
- Use customer feedback and patient outcomes in planning improvement in patient care
- Did others see the behavior? If so, they may want to co-nominate the person
- Indicate whether the nominee is an LRH employee, volunteer, or auxiliary member
The Service Excellence Award Committee will meet once a month to select the honoree. The Committee consists of the Employee of the Year, the current Service Excellence Award winner, and 3 others from different departments. These 3 members will serve only for the current month, and each department will be represented on a rotating basis.
Non-monetary awards will be presented to the winner and their photo will be displayed at the nomination boxes, on the Hospital website and in the employee newsletter. The Employee of the Year will be selected from the Service Excellence Award winners.
The Service Excellence Program will be evaluated annually and an employee survey conducted by Human Resources to gather employee feedback and ideas.
2007 Employees of the Year! 
Martin Galasyn & Kathy Barden - Pharmacy
The Employee of the Year was selected from all recipients of the Service Excellence Award during 2007. The Service Excellence Award was established in January of 2006 as a monthly recognition program. The program provides an opportunity for employees, volunteers and auxiliary members, who exhibit behaviors consistent with LRH's mission, vision and values, to be honored for their exemplary customer service. The criteria upon which nominations are judged is outlined in the LRH Management Action and Quality Improvement Plan. Kathy and Martin met this criteria when they recognized that a patient who came to the Pharmacy window was obviously ill. Kathy and Martin knew that the patient was too ill to drive. Kathy drove the patient home with Martin following in his car so he and Kathy could return to work. The patient was very grateful for their kind and caring act.
Congratulations Kathy and Martin, and we look forward to honoring you at our Employee Staff Recognition Event September 29th, and at our Annual Meeting on November 15th!
Service Excellence Award Winner!
Gail Clark, Director of Development & Community Relations
During a recent medical crisis, Gail was called at home by the physician on duty in the Emergency Room. She came in willingly to offer support and aid to the many family members and friends who gathered at the Hospital. Her kindness and generosity was very much appreciated by everyone involved.
Gail's actions exemplified service excellence and demonstrated that LRH is truly caring people, caring for others!
Service Excellence Award Winner!
Mary Kate Foley, RN
Occupational Health
During her lunchtime, Mary Kate assisted two elderly ladies who were obviously very confused about the process in the cafeteria. She completed their sandwich tickets, got their drinks, tray & silverware, and seated them at a table.
Mary Kate exhibited exemplary customer service toward our visitors. Thank you for your kindness and caring.
Service Excellence Award Winner!
Martin Galasyn & Kathy Barden - Pharmacy
A patient came to the Hospital Pharmacy who was obviously very ill. Kathy and Martin noticed this and realized the patient was too ill to drive home. Kathy drove the patient home with Martin following in his car so he and Kathy could return to work.
This patient was very grateful for their kind and caring act. Kathy and Martin exemplified customer service.
Thank you for being part of the LRH family. We appreciate you.
Service Excellence Award Winner! 
Michelle Meisenbacher- Emergency Department
Michelle was nominated by her co-workers who observed her compassion for a patient who did not have hot water at home. Michelle assisted the patient to the shower here at LRH and provided her with soap and shampoo. She also brought the patient a wonderful lunch tray from the LRH cafeteria. The patient was very grateful for her kind and caring act.
Thank you, Michelle, for being a part of the LRH family. We appreciate you.
Service Excellence Award Winner!
Tracy McNamara, R.N.- Maternity
On a recent flight home from England, a passenger became ill. The crew announced that there was an in flight medical emergency, and asked for assistance from any medical personnel aboard. Tracy came to the aid of the passenger, who was in serious medical distress. Working with another medical professional and a doctor via phone to the ground, Tracy attempted to resuscitate the gentleman. Tracy also assisted in rendering comfort and care to the understandably upset family member who was traveling with the ill passenger.
In her role as a medical professional, Tracy exhibited the utmost in caring and giving under very difficult circumstances. Her actions that day were exemplary and brought credit to herself and the entire Littleton Regional Hospital team. Congratulations, Tracy!
LRH Employee Suggestion Award Program
All employees of Littleton Regional Hospital (except Senior Management), Volunteers, Auxiliary members, and Medical Staff are eligible to participate in the ESAP.
The purpose and goal of the Employee Suggestion Award Program is to empower employees to take ownership in improving productivity, quality, and morale, while being rewarded for innovative and creative ideas.
Rewards:
Rewards are based on the type of suggestion. Suggestions will normally be categorized as follows:
Tangible – An idea that will generate tangible savings to the Hospital. The suggester will be rewarded 10% of the annual savings generated in the first year following implementation, up to a maximum award of $2500.00. Costs of implementing the idea are deducted from the first year annual savings. The Employee Suggestion Award Committee will determine the amount of the award.
Safety – An idea that results in safer methods, practices, and/or procedures. The suggester is entitled to an award of up to $500.00, based upon the scope and impact of the idea. The Employee Suggestion Award Committee will determine the amount of the award.
Intangible – An idea that results in improved service to patients, enhancement of working conditions, process improvement (for example, quality and/or productivity), morale boosters, etc. The suggester is entitled to an award of up to $100.00, based upon the scope and impact of the idea. The Employee Suggestion Award Committee will determine the amount of the award.
Submit an Idea:
An employee who would like to submit an idea for consideration under the ESAP should complete an Employee Suggestion Award Program form. Forms are available in the Suggestion Award Program directory accessible through Internet Explorer or Outlook or at the suggestion boxes at each time clock.
Bright Idea Program Winner!
 As a volunteer at the front desk, Jean has encountered many situations in which a patient, usually elderly or impaired, is confronted with either having to walk the entire hallway to get to their physician's office or return to their car and drive around to the Medical Office Building entrance. Jean and other volunteers often transport the patient in a wheelchair.
Jean's suggestion to install easy to read signs at the Hospital entrance will better direct our elderly or impaired patients to their physician's office or the VA Clinic. Signs are now being made which will clearly indicate that "Doctor's Offices" and the "VA Clinic are located at the Medical Office Building entrance.
Georgene Novak presented Jean with a $100.00 award on August 14!
Bright Idea Program Winner!
Jeremy suggested tying a knot in the bottom of the soiled linen bags in order to limit the maximum capacity of the bags and thus the weight. This suggestion could prevent injury to our employees who lift these bags. This is an important safety concern and his idea has already been implemented. Jeremy was presented with a $200.00 award by Warren West on August 9, 2007.Congratulations, Jeremy!
Bright Idea Program Winner!
(L-R) Warren West, CEO, Georgene Novak, Mike Parcel, Jon McMillan, CFO, Yvonne Parcel, Director of Materials Management
Mike's suggestion to install mirrors in strategic locations in Hospital hallways will improve visibility around corners and may avoid injury. This is an excellent safety suggestion! Mike was presented with a $150.00 award by Warren West on August 8, 2007.Congratulations, Mike!
Bright Idea Program Winner!
(L-R) Warren West, CEO, Georgene Novak, Audrey Davidonis, Steve Jache
Audrey suggested widening the door of room 142 to better accommodate an oversize patient bed. Her suggestion has been approved and is in the process of implementation. Room 142 is our designated room for our larger patients, and widening the door is an important improvement in patient safety.
Warren West presented Audrey with a $200.00 award on April 27! Thank you, Audrey, for putting our patients first !
Bright Idea Program Winner!
Cindy Schieman
Finance
Cindy suggested relocating Physician Billing to provide more space for physician offices. Her suggestion is in the process of being implemented. The additional space realized by Cindy's suggestion will result in greater efficiency for our physicians and their staff and will allow better service to their patients.
Georgene Novak presented Cindy with a $100.00 award on February 1!
For more information on the Bright Idea program, please contact Cheryl Haley in Human Resources at 603-444-9331.
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