Assisting Clinical Excellence (ACE) Awards

“Curmudge, you are myopic.”

“Of course I’m myopic. You don’t think I wear these trifocals for fun, do you? Many months ago you said that I couldn’t track an elephant in four feet of snow. That’s about as myopic as one can become.”

“Well, this time you’ve really done it. Back when we talked about Operas and Hospitals and the fact that nonclinical staff might be considered invisible, you didn’t mention Affinity Health System’s recognition programs.”

“You’re right, Jaded Julie. Perhaps you should have reminded me, but ‘better late than never.’ Here, take my arm and lead this old codger through Service Excellence and Recognition on the intranet.”

“Start on the Affinity intranet home page, click on Affinity Learning Center, and then on Service Excellence. Then jump to the bottom of the column and click on Recognition. At the left margin are three programs, External Customer Service Award, Assisting Clinical Excellence, and C.A.R.E. Enough to Share. We’ll focus on Assisting Clinical Excellence (ACE) because it includes awards for individuals in nonclinical positions. Some of these individuals have been from potentially ‘invisible’ support areas.”

“To me, this whole awards program has been invisible. You never know what you are going to find hidden in the deep recesses of the Affinity intranet.”

“That, Curmudge, is because you didn’t look through the proper lens of your trifocals. Here’s the ACE award in a nutshell: ‘This award recognizes individuals from ancillary departments who have assisted a clinical department in achieving Top 10% for Patient Satisfaction—Likelihood to Recommend.’ If you look carefully at the February 2010 awardees, you’ll see the broad spectrum of occupations represented, including Steve Shink from Facilities.”

“You’ve convinced me, Julie. I just looked at the April 2010 list and there’s our own Karen Schaefer, recognized by the staff of the Children’s Health Center. But recall our discussion on Operas and Hospitals? We were concerned about recognition of staff who might be regarded as invisible. Karen will never be invisible; in my book, she’ll always be a star.”

“Curmudge, I couldn‘t agree more.”

Affinity’s Kaizen Curmudgeon