Employees got the cold facts at What's the Scoop: You're terrific!

Three off-shift employees prepare to enjoy their treats, (l-r): Theodore Hendrickson, RN, General Medicine (10-7); and Anulika Okafor, student nurse assistant, and Paul Junior YouYou, RN, both of General Medicine (4-7).
Three off-shift employees prepare to enjoy their treats, (l-r): Theodore Hendrickson, RN, General Medicine (10-7); and Anulika Okafor, student nurse assistant, and Paul Junior YouYou, RN, both of General Medicine (4-7).

From 2 p.m. until midnight on August 28, employees streamed through the Max Taffel conference rooms to select from a wide variety of ice cream favorites at a Service Excellence celebration called What's the Scoop?

Once again, YNHH created a fun event to recognize employees — this time it was for their significant efforts to improve the experience patients have when they choose YNHH for their care. Employees at Shoreline Medical Center, Temple Medical Center and Yale-New Haven Psychiatric Hospital also had What's the Scoop parties.

The hospital also delivered What's the Scoop to buildings and offices not located on the main campus. An ice cream truck dished up treats to the Smilow Cancer Hospital Care Centers and managers delivered gift certificates to a national ice cream chain to YNHH blood draw stations. Food and Nutrition sent the ice cream novelties in coolers and insulated bags to the Bridgeport Campus of the Children's Hospital, offices on Long Wharf and Ambulatory Services Division sites so employees could be part of the celebration — even at a distance.

"Our employees, physicians and volunteers have done an outstanding job of advancing our efforts to provide an exceptional patient experience at Yale-New Haven Hospital and our many off-site locations," said Cynthia Sparer, executive sponsor for Service Excellence. "This event was about taking a moment to say thank you and let them know that patients and families do notice and appreciate their efforts."

Colorful posters at the celebrations told employees that:

  • Adult inpatient units have reached new heights in patient satisfaction — and are now scored in the 85th percentile nationally;
  • The Shoreline Emergency Department is the in the 98th percentile for patient satisfaction in the U.S.; and
  • Patients repeatedly recognize the Psychiatric Hospital and the Children's Hospital staff for their patient-centered, compassionate care.

A film company interviewed employees and captured some of the ways they help patients: "When I see an upset family member, I bring them something to drink," "I try to be a good listener to find out what patients need," and "Aides show tremendous kindness towards patients."

"Our entire team has tremendous influence on how patients regard their experience at the hospital and their interactions with Yale-New Haven staff," said Sparer. "It's a pleasure to recognize their success with an event like What's the Scoop."


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Slideshow: What's the Scoop?

Employees streamed through the Max Taffel conference rooms August 28 to select from a variety of ice cream favorites at a Service Excellence celebration. Click the photo at right for a slideshow.