Something Amazing is Happening
Few things are more rewarding than being recognized for your hard work. Elkhart General’s Integrated Patient Scheduling (IPS) understands this very well.
The 10-person department, located in the Perry House on the Elkhart General campus, but schedules outpatient visits for a majority of the hospital departments. IPS Supervisor Angie Hobbs saw an opportunity to improve associate engagement and empower associates at the same time. Rather than suggest changes, she allowed the associates to decide the course. Their desire was to build relationships, through face-to-face interactions, with the associates they communicate with almost exclusively by phone.
Their idea? Gratitude Visits. Twice a month, since April, schedulers have been stopping by various hospital departments to drop off a thank-you card, goodies and themed items for that month. For April, it was Easter baskets with candy. For June, goldfish crackers, Swedish fish and water bottles. For July, red, white and blue parfaits. For August, backpacks stuffed with back-to-school supplies. Looks of delightful surprise drape the faces of the gift recipients.
Front row, L-R: Jade Akemon (Coordinator), Heidi Miekle, Carrie Dennison, Laura Webb, Heather O’Dell Back row, L-R: Rhonda Swearengin, Angie Hobbs (Supervisor), Robin McIntyre, Megan Howard, Rebecca Burke
“It’s always nice to be recognized and to get a thank you,” says Laurie Pierce, Respiratory Therapy secretary. “We appreciate them because they work so hard, too.”
It’s the schedulers who experience the most joy.
“It makes you feel good to give and not expect anything in return,” says Jade Akemon, IPS systems coordinator.
“It’s about serving others,” adds scheduler Laura Webb. “It’s so nice to connect with people we talk to, but don’t see. I think the more we know each other, the more we want to help each other.”
There is a tremendous sense of ownership because the associates, not Angie, coordinate everything that goes into the visits. And what’s more amazing is that the schedulers purchase all these goodies with their own money.
“They are just so compassionate,” says Angie of her associates. “They wanted to do this and they give with an open heart.”
