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.
Gratitude Report
After each visit with us, you will receive a Patient Satisfaction Survey from NRC Health. The survey allows you to provide us any and all feedback, comments, stories and the opportunity to recognize your care team that embodies what it means to be More than medicine. The Gratitude Report will list employees names who were mentioned in patient surveys and will be shared across the system!
Below are recent survey mentions that exemplify our service behaviors here at Southcoast Health:
“They introduced themselves and were so personable. Her name
was Liz and she was a ray of sunshine. Made it a great
experience.”
– Elizabeth Read, Swansea Laboratory
“Brett Q. and the rest of the team were exceptional. They went
above and beyond to listen to my concerns, explain what would
and was happening and put me at ease when I was anxious. I was
extremely nervous coming into my procedure today and I could
not have asked for a better team.”
– Brett Quick, St. Luke’s Hospital’s Interventional Radiology
“My son was scheduled for a procedure today and the only reason
he was able to receive that today instead of rescheduling was the
outstanding work from Stephanie. She went above and beyond
advocating for a patient with the insurance company. She was
in constant communication with myself and the insurance
company waiting for an approval… Stephanie’s professionalism
and confidence was customer service I’ve never seen!”
-Stephanie Zaccheus, Service Center
“…All the staff are courteous and friendly. My MA, Thelma, treated me with respect and has the best smile…”
– Thelma Carreiro, Borden Medical
“Sarah came to assist us with getting the patient situated with SI
precautions and several of the nurses and CNAs who were dealing
with the situation all agreed how great she handled everything.
Sarah was professional, calm, kind, and compassionate…”
– Sarah Rainville, St. Luke’s Hospital Public Safety
Inpatient Service Excellence Award Recognized Quarterly
Q3 FY24 Tobey Hospital’s SK3 Unit
“Excellence is never an accident. (Aristotle) The excellence achieved by the team on SK3 is the result of hard work and a sincere commitment to do their best for our patients and for one another.”
– Kelly Carneiro
Q2 FY24 St. Luke’s Hospital Century V Team
We are very grateful for this award. It represents the hard work, care and compassion we provide each day for our patients. We take pride in our Team and the comradery with all disciplines to provide them with the best care.”
– Kicia Furtado
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
Winners of Our Service Excellence Award
October Service Excellence Award – Most Consistent High Performer – Net Promoter Score
“We are proud of this recognition of our hard work. We are a strong team here, and we truly embody being ‘More than medicine.”
– Dartmouth Mammography
September Service Excellence Award – Highest Year Over Year Increase – Listening
“This award signifies that my efforts to connect with my patients are truly making an impact. I strive to make them feel at ease and comfortable, and it feels wonderful to have that recognized.”
– Michelle Garell
August Service Excellence Award – Highest Year Over Year Increase – Courtesy & Respect
Charlton Memorial Hospital Structural Heart Team
“It is an honor to work side by side with this team. They deserve this recognition for the mazing work they do!” – Dr. Adam Saltzman
July Service Excellence Award – Highest Year Over Year Increase
Truesdale Lab – Fall River
“It’s nice to be recognized for our hard work.” – The Team
June Service Excellence Award – Highest Score in Listening
“I know how valuable our team is and they make our day so much easier. They are very pleasant and our patients recognize it. Our small team holds a big punch.” – Ashley Racette, PA and Sharon Smith, Director
May Service Excellence Award – Highest Score Courtesy and Respect
Endocrinology – Portsmouth – May 2024
“We are proud that our team has been recognized. We’ll continue to work towards excellence.”
– Lori Choquette & Hope Ryan
April Service Excellence Award – Highest Score NPS Scores
Gynecologic Oncology – Fall River
“This team is exceptional! I’m not surprised at all that our scores are off the charts. The dedication here is unusual. You don’t always see this type of commitment to care. This shows that patients are saying thank you and it makes you want to keep going. This is truly a group effort!”
– Dr. Katina Robison
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 every day.”
-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