Everyday our patients, families and community choose Southcoast Health because they can count on our exceptional physicians and staff. Based on your patient feedback, the Service Excellence Award is a monthly recognition of a team or department across the system that has created an exceptional experience by embodying our service behaviors.
When we ask ourselves, “Is there anything more I can do to make this patient’s experience exceptional?”, we commit to Walk in their shoes; and when we make every effort to make individuals comfortable by addressing the little things we Show TLC.
We not only count on patient feedback to make improvements here at Southcoast Health, but we also use it to recognize all the great things our staff are doing. Have a positive experience you’d like to share or Southcoast Health staff you’d like to shout out? Tell us in your post-care NRC Health Survey or email us at patientexperience@southcoast.org.
Inpatient Service Excellence Award Recognized Quarterly
Q1 FY24 Charlton Memorial Hospital Atwood 3
“This award shows that our staff is doing exactly what they are supposed to be doing, they go above and beyond every day. They are an awesome group of people.”
– Richard Wilde
Q4 FY23 Charlton Memorial Hospital
CMH Atwood 2 Telemetry
“Knowing that all the little things we do every day for our patients are noticed and appreciated, makes me very proud of the amazing team we have on Atwood 2!!”
– Beth Silva
Q3 FY23 Charlton Memorial Hospital Cardiovascular Stepdown
“Having CVSD receive the Service Excellence Award validates our promise to deliver exceptional care from people who care in welcoming and nurturing environment. It is an honor to be part of this amazing team of caregivers.”
– Holly Marcello, Cardiovascular Stepdown Unit Nurse Manager
Q2 FY23 Tobey Hospital SK3
“Having our floor receive the Service Excellence Award just enforces the amazing collaboration of care that has brought us to receive this recognition. It is an honor to work with such caring and compassionate people whose goal is success for our patients.” – Rhonda Lawlor, SK3 RN
Winners of Our Service Excellence Award
Highest Change from Previous Quarter NPS Score – Listening
Bourne – St. Luke’s Hospital
“We take a lot of pride in our work. We have a new manager and this is our second time receiving the award with her. It shows all the hard work we put in everyday.”
-Bourne Team
Highest Change from Previous Quarter NPS Score – Courtesy & Respect
Gastroenterology Team – St. Luke’s Hospital
“This is one of the best teams I have been on. This award confirms how we strive for excellence every day.”
-Gastroenterology Team
Highest Change from Previous Quarter NPS Score
Rehab & Physical Therapy – Wareham
“This recognition shows that we work well together and support each other. The patients comment on how this looks like a great place to work.”
-The Rehab & Physical Therapy – Wareham Team
Most Consistent High Performer Over 12 Months for Listening
Internal Medicine Dartmouth
“We have built a really good team, with all the same goals. The consistency of our scores and how our patients feel shows that it’s working. We appreciate everyone and what they do every day.”
– Hannah Raymond, NP
Most Consistent High Performer Over 12 Months for Courtesy and Respect
General Surgery – Dartmouth
“This means so much to us, the team at this office works so hard, they go above and beyond. I hear patients complimenting them all the time. Knowing the challenges that the team faced this past year, this is huge. I am so proud of them.”
– Abby Mitchell
Most Consistent High Performer NPS Scores – October 2023
Breast Center – Fall River
“We are very proud of what we have been able to achieve as a team” – Breast Center Team
Highest Year Over Year Increase Listening – September 2023
Neurosurgery Dartmouth
“We are the A team. The patient’s experience begins the minute they walk in the office. Starting with the first encounter at the front desk, this sets the tone for how the entire office is run. As a team, this award is such an honor. We are privileged to be part of the transforming the patients’ lives and they leave here with a new outlook on life.”
– The Neurosurgery Team
Highest Year Over Year Increase Courtesy & Respect – August 2023
Pain Management Fall River
“This recognition was a nice surprise! It is great to know we can be a light in someone’s day. We strive to treat our patients like we want our family to be treated.”
– Jessica Pisarczyk, Patient Access Representative & Corrie Amaral, Medical Assistant
Highest Year over Year Increase – July 2023
Fall River Cardiothoracic Surgery
“The positive comments are a reflection of the amazing people on the team. I am grateful for this distinction and honor.”
– Dr. G (Gerogiannis)
June’s Service Excellence Award Winner is Fairhaven Nephrology recognized for the Highest Listening Scores.
“I am so proud of the entire team. The saying ‘You are only as good as your team’ applies here. Our team works hard, and I am happy the patients appreciate it. – Lori Ferreira
May’s Service Excellence Award winner is Internal Medicine in Dartmouth. The team is being recognized for the Highest Courtesy and Respect Scores.
“We are grateful for being recognized. We try really hard every day to take great care of patients and each other and we will never stop trying to get better at both of those things.” – Dr. Podkowa
St. Luke’s Hospital Outpatient Infusion Center is the Service Excellence winner for April! They earned the highest NPS score last quarter.
“It feels good to know all our hard work is appreciated by our patients.” -Keri Murphy
St. Luke’s X-ray is the Service Excellence Award winner for the month of March. The team is being recognized for Highest Change from Previous Quarter in Really Listening.