December 13th, 2012
Nikki Merschman, Health Information Management, and Kay Mullahy, Surgery Scheduling and Preadmission, recently were named EXCEL Service Heroes at Great River Health Systems.
The health system recognizes employees who demonstrate actions that extend beyond routine, expected employee behavior. Criteria for the service hero award are based on the health system’s philosophy of care. EXCEL stands for Enthusiastically friendly, X-ceeding expectations, Caring and compassion, Energetic teamwork, and Leadership and professionalism.
Merschman’s EXCEL action: A woman’s oxygen tank became depleted while she was waiting in the Outpatient Testing area. Merschman learned that the patient’s oxygen is supplied by Heritage Medical Equipment and Supplies and went to the store in Eastman Plaza to get a replacement tank.
Mullahy’s EXCEL action: During a preoperative interview, Mullahy realized that the patient had many questions about his preoperative plan. She arranged for the patient to go directly to the physician’s office to learn the information he needed to know, and followed-up with the patient later in the day to make sure he understood everything.