September 27, 2007

EVS Employee Recognized for Exceptional Service

Frederick Memorial Hospital EHS Unit Director, Tony McClintock, attended and represented Frederick Memorial Hospital at a recent Studer Conference entitled “What’s Right in Healthcare” in Orlando, FL.  As he was presenting highlights of the conference to the FMH Leadership Roundtable, he recognized Yvonne Thomas, Frederick Memorial Hospital EHS Assistant as a perfect example of “What’s Right in Healthcare.” 

Tony read several letters from patients and their family members, not only praising Yvonne for her work in keeping their rooms spotless, but also for her dedication and caring spirit in exceeding customer expectations as she completed her tasks.  Yvonne wiped away a few tears as the members of the Frederick Memorial Hospital Leadership Roundtable offered her a standing ovation.

Crothall EVS Director Tony McClintock recognizes EVS Associate Yvonne Thomas

Exerts from these letters:

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“Ms. Thomas from Housekeeping took great pride in doing a good and complete job of cleaning my room, was very conscientious about her work, quit personable, yet considerate of my privacy.  Her bright smile brought one to my face every morning.” 

“Yvonne could make me smile even when my pain prevented it”.

“Yvonne stopped by my mother's Room every morning to cheer her up and called every evening before she went home.  She has gone out of her way to cheer mother up in these hard times.  She is an angel from God sent to my mom.  She is a true professional.  She also sent my mom those two cute red bears that she loves.”

Yvonne, I wanted to thank you for being such a wonderful ray of sunshine every day! Your warm smile and terrific personality every morning really made my day!  Jerry and I both really enjoyed our talks with you…and we will never forget my banana breakfast on Friday!!  Thank you for being such a fantastic person!

“Yvonne came in to do my trash and clean my room…but her job didn’t intell holding my hand when I was scared and needed someone to comfort me. She was very pleasant and upbeat and made me feel safer.  This woman was only supposed to clean my room, not make me smile and give me some joy.

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Mr. McClintock stated that neither he or Shelley Long, Yvonne’s immediate supervisor rarely have to send her back to re-clean an unsatisfactory area from the QA inspection, patient survey, and/or customer survey process.   Yvonne has also been instrumental in keeping Press Ganey scores on her assigned units in the high 80th or low 90th Percentiles for the question “Room Cleanliness” and for the question “Courtesy of person cleaning room,” and has worked diligently to keep the Frederick Memorial Hospital Support Services Evaluation scores at an average of 4.50 out of 5.00 on her respective units.

Yvonne truly is an example of “What’s Right in Healthcare” today, and we salute, honor, and recognize her for her extraordinary attention to quality and service at Frederick Memorial Hospital.