Excellence Award Highlights Featured Individuals · 2014. 6. 4. · Excellence Award Highlights Featured Teams Bilingual Website Team – Education Institute – Team Excellence Award

In the first quarter, 2013, 154 individuals and 48 teams received CaregiverCelebrations Excellence awards. Below are feature stories with highlights of theachievements.

Dorothy Blair – Patient Service Representative– Heart And Vascular Institute– Individual Excellence Award for Service

From the second a patient walks up to the front desk, the tone of

the day is set by the person at the other side. Sometimes a smile

and a friendly hello is the remedy for a rough day. Dorothy Blair knows the ingredients for this remedy. Dorothy has brought her warmth and sense of

professionalism as a Patient Service Representative to the Department of

Cardiovascular Medicine for 10 years, and to the Cleveland Clinic for over 25 years.

Dorothy is a valuable team player in the Cardiovascular Imaging PSR team, known

for her excellent care and concern for patients and fellow caregivers alike.

Dorothy’s sincerity radiates from her sense of compassion with patients, providing

them with the best experience possible. Patients have agreed Dorothy creates a

calming and peaceful atmosphere from the moment they report to the J1-5 desk.

“Her super pleasant personality made a gloomy day bright and shiny,” remarked one

patient. Another patient made a significant financial contribution to the Cleveland

Clinic in her honor after having one single encounter with Dorothy.

Dorothy is reliable, trustworthy, and honest. She is a true example for her fellow

caregivers.

– Nominated by Cynthia Rogers

Dear Caregivers:

The CaregiverCelebrations program isgrowing, thanks to yourparticipation. It isimportant to take thetime to recognize our

colleagues who are dedicated to world class care throughout the year. In this issue we feature highlights of individuals and teams who excelled in the second quarter. Staff physicians can now be included in nomina-tions as part of a team for Excellence Awards and the Caregiver Tier 4 Awards. Nomina-tions are now being accepted for both, so please consider your colleagues who go above and beyond for these honors.

Also included in this issue is informationregarding the exciting new enhancementsto the Caregiver Celebrations portal -including, the integration of the ServiceAwards program, Partnership Appreciation, the new Raves and Recognition Wall, and the Milestone Event Calendar for managers. It is our hope that as the program continues to evolve, you will provide us with feedback. Please email your comments and suggestions to [email protected]. Thank you for making Cleveland Clinic a great place to work and grow.

Excellence Award HighlightsFeatured Individuals

continued on next page. . .

Quarterly Update from Total Rewards | Q2 2013 | Issue 7

Individual ExcellenceAward Highlightsp 1, p 2

Award Statsp 2

Team ExcellenceAward Highlightsp 3

Caregiver CelebrationsEnhancementsp 4, p 5, p 6

Caregiver Feedbackp 7

S.T.A.R.T.with HeartSpotlightp 7

Quick Tipsp 8

Sincerely,

Marilyn Collings,Director, Total Rewards

Michael Markley – MRI Technologist– Medina Hospital– Individual Excellence Award for Innovation

Going in for an MRI can lead to a great deal of fear, anxiety and worry. Michael Markley set out to provide a more comfortable experience for MRI patients by thinking outside the box. Music is often referred to as the best medicine. It can relax the patient, ultimately taking their mind off of what they may be enduring.Although the department collected over 300 CD’s, Mike suggested utilizing Pandora - a web-based music library for $36 per year. With the help of Pandora, patients can listen to their favorite musical artist or genre at the touch of a button. Prior to Mike’s idea, the department was unable to offer the variety Pandora provided. Now that Pandora has been implemented, MRI patients feel more at home.

But Mike’s pursuits to create a relaxing environment did not stop there. This caregiver and innovatorsuggested aromatherapy for patients prone to nausea or high levels of anxiety. These “aroma packets”calm patients with claustrophobia (lavender scent) and nausea (citrus scent), and enable them to get through tests, such as MRIs. Through his innovative approach, Mike not only created change within the department, but within the lives of each patient.

– Nominated by Scott Berg

Excellence Award Highlights Featured Individuals

Caregiver Celebrations award stats 2013 Year to Date

2 | Caregiver Celebrations | Q2 2013 www.caregivercelebrations.com

Excellence Award HighlightsFeatured Teams

Bilingual Website Team– Education Institute– Team Excellence Award for Teamwork

Bridging the language gap is often a cumbersome task. Yet, AshleyCasey and Zheng (Jenny) Xiang made the impossible possible withthe virtue of teamwork. The duo worked to create a bilingual web sitein Chinese and English. Although this assignment proved to be difficult,Ashley and Jenny met the challenge face to face, going above andbeyond. They exhibited fantastic coordination, working like a well-oiled machine. Communication was key. Everyday, each member would email a status report and speak on the phone about what they needed the other do. This kept the project moving forward.

The key stakeholders set a deadline with no idea how long a projectlike this would take. Ashley came in on weekends and often stayedlate at night to meet the deadline - but she never complained.Although Ashley served as lead designer, the project wouldn’t havebeen complete without Jenny’s efforts. The match made in heavennot only accomplished an important goal for the division, but alsodemonstrated excellent synergies between departments within thedivision. Without the dynamic duo, this website would not exist.

– Nominated by Donna Miller

Atrium Medical Group Service Recovery Team– Pathology & Lab Medicine– Team Excellence Award for Service

Successfully onboarding new clients proves critical tothe success of Cleveland Clinic Laboratories. The AtriumMedical Group began as a client beginning in March 2013.Early in their tenure as a client, service issues createdfrustration when patient samples received were unable tobe tested and resulted. Upon hearing this, the team ofDeborah Jacobson, Jean Komraus and Juantear Thomas,worked together to have the patients re-drawn. Realizingthat this would greatly inconvenience the patients, the team coordinated to go the extra mile and have thepatient’s drawn at each of their homes. This innovative, out of the box thinking provided a successful servicerecovery effort. The team undoubtedly exhibited the“Patient’s First” attitude.

– Nominated by Michael Thome

Zheng Xiang (pictured left) and Ashley Casey

Photo by Willie McAllister, Center for Medical Art andPhotography

Note: Ashley Casey and Zheng (Jenny) Xiangcreated Phase 1 of the new China website, whichwill be launched later this year. The website is acollaboration between the Cleveland Clinic andPerking Union Medical College.

Pictured from left to right: Jean Komraus, Deborah Jacobson, Juanatear Thomas

Photo by Ken Baehr, Center for Medical Art and Photography


Caregiver Celebrations EnhancementsService Awards ProgramBeginning July 1, the Caregiver Celebrations website at caregivercelebrations.com will be the new home for the Service Awards.The new enhancement features the option to choose a traditional gift or gift card for those celebrating 5 year milestones including 5, 10, 15, 20, 30, 35, 40, 45 and 50. The gift card option was implemented in response to caregiver feedback requesting more variety for service awards gifts. Caregivers celebrating anniversaries from January 1, 2013 through July 31, 2013 received their letters, certificates and gift seletion instructions in their home mail in July. In the future all caregivers celebrating milestones will receive their packets two (2) weeks prior to their anniversary month.

To choose your service award, log intothe Caregiver Celebrations website:

Option 1: Traditional Service Award Collection Option 2: Gift Card Mall Service AwardsService Award recipients will only see the awards available forhis/her level.

• Awards will be listed alphabetically for easy review • Cleveland Clinic Apparel options will be available at each level • Click on an image to see a larger version of the product

Caregivers can now choose a gift card in lieu of a traditional option

• The Service Award gift card option can be combined with Caregiver Celebrations Awards to order a higher value gift card



Caregiver Celebrations Enhancements (continued)

A new option was developed under the “Send Award”tab on the Caregiver Celebrations website. PartnershipAppreciation makes it possible to send appreciationawards to volunteers, food service caregivers, parkingservices, vendors and any other non-Cleveland Clinicpartners. Caregivers can now email or print their owncertificates to partners for demonstrating ourCleveland Clinic values of Quality, Innovation, Teamwork,Service, Integrity, and Compassion. Caregivers will alsohave the ability to copy the recipient’s manager insending these awards, if the manager’s email address is known.

How to Send Partnership Appreciation: Displayed on right• Go to ‘send award’ and choose ‘Partnership Appreciation’• Type name and e-mail address (if known)• Select delivery method• Select award type• Select Core Value• Type message (500 character limit)• Optional field to Cc manager

Thank you for being a fantastic food service provider!

Date: April 15, 2013 From: MARILYN COLLINGS

John Smith

After filling out the form, click Preview to see details toconfirm the submission.Displayed below


Partnership Appreciation


Caregiver Celebrations Enhancements (continued)

Raves & Recognition Wall• Scrolling recognition within Institute/Division/Hospital

• 50 most recent recognitions

• Displays awards, service anniversaries and birthdays (not year)

• Increase awareness

Manager Event Calendar• Managers will now have a Milestone Event Calendar

• Manager Page Displays Upcoming Recognition

– Service Anniversaries

– Birthdays


Caregivers Give Feedback On Service Award Enhancements“Really love the new site. It was very easy to navigate and I was able to find my gift quite easily.”

– Brandon Brooks, 10 yrs - 220 piece tool set, Research Core Services

“My experience went very well. I like being able to see the traditional options on a website rather than in a magazine. It made the selection process smooth and easy.”

– Linda Heil, 20 years - 12 Piece Cook Ware Set, Endocrology and Metabolism Institute

“The site was very easy to navigate. I like the new updates. I had a verysmooth selection process.”

– Jennifer Bates, 15 years - Universal Gift Card, Taussig Cancer Research

“I really like having the options online instead of in the magazine that wassent to us in previous years. It was great to compare gift options by being able to Google and look them up first. It helped me make a clear choice. It was a very nice addition.”

– Maureen Kidd, 35 years - Deep Cleaner, Community Pediatrics

S.T.A.R.T. with Heart SpotlightCleveland Clinic Canada recognizes the kindness of Caregivers

Cleveland Clinic’s very own S.T.A.R.T with Heart initiative traveled across the border and into Canada. Cleveland Clinic Canada launched the campaign to build awareness around the 9 Cleveland Clinic Expected Service Behaviors on March 26, inviting staff to partake in a day of fun complete with arts and crafts stations.

Throughout April, staff members were encouraged to catch their colleaguescommitting acts which deserved special recognition. Caregivers nominated their colleagues by describing the S.T.A.R.T. with Heart behavior or Expected Service Behavior they observed. The nominations were displayed in the staff lunchroom for everyone to read. Those who participated in the program were then entered into a weekly raffle for 2 movie tickets.

Cleveland Clinic Canada staff recognized over 100 good behaviors. “The participation was tremendous,” said Julia Bae, theMarketing & Operations Coordinator of Cleveland Clinic Canada. “During the month-long campaign, Cleveland Clinic Canadacaregivers connected with each other and showed their commitment to providing excellent patient care each day.”

CEO of Cleveland Clinic Canada,Mike Kessel, presented the S.T.A.R.T with Heart Kudos recipients withCaregiver Awards at a staff meetingin May.


Sending an Honors Award. . .

Managers are given an annual budget to recognize caregivers at the Honors Award level. Be sure to follow these steps to ensure completion:

• Fill out award selections

• Preview the award to ensure correct name was chosen

• Remember to “send” award after preview

• Hint: the award has not been sent if the 16 digit number is not displaying in the right-bottom corner of the certificate

• Check your sent awards report to verify the Honors Award was sent

Quick Tips

NEW: Excellence & Caregiver Award Nominations can include staff as part of a team nomination.

UPDATE: Excellence & Caregiver nominations are NOW limited to a maximum of 20 caregivers per team.

In appreciation of your outstanding contributions in support of Cleveland Clinic’s mission, values and putting “Patients First”. Date: July 8, 2013 Certificate No.: 0000000000000000 From: Cleveland Clinic

John Smith


2013

ContributorsThe Total Rewards Team

Christine Bessmer

Marilyn Collings

Alexandra Higl

Melinda Hilton

Mike Krebs

Lisa Scaffide

Documents

Excellence Award Highlights Featured Individuals · 2014. 6. 4. · Excellence Award Highlights Featured Teams Bilingual Website Team – Education Institute – Team Excellence Award