YNHH announces fifth class of Service Excellence Heroes

Kathleen Brady (center) RN, Labor and Birth Unit on the Saint Raphael Campus, did not think too much of it when her managers asked to meet with her and colleagues about patient safety on the unit. She was stunned to find that the real reason for the meeting was to tell her she has been chosen to be a member of the fifth class of Service Excellence Heroes. Shown with Brady are Maria Mackeil (left), RN, patient service manager, Labor and Birth, and Susan Maxwell, RN, director of nursing, Women's Services.
Kathleen Brady (center) RN, Labor and Birth Unit on the Saint Raphael Campus, did not think too much of it when her managers asked to meet with her and colleagues about patient safety on the unit. She was stunned to find that the real reason for the meeting was to tell her she has been chosen to be a member of the fifth class of Service Excellence Heroes. Shown with Brady are Maria Mackeil (left), RN, patient service manager, Labor and Birth, and Susan Maxwell, RN, director of nursing, Women's Services.

From nearly 300 nominations from Yale-New Haven's growing network of employees, the hospital's Heroes Nominating Committee, Human Resources, the candidates' managers and the Senior Operating Group have chosen 16 of the hospital's finest to be members of the fifth class of Service Excellence Heroes.

This year's class is drawn from a wide variety of YNHH occupations and locations. For the first time, the Heroes includes staff members from the Saint Raphael Campus.

"The Service Excellence Heroes program is an important part of the fabric of our life here at Yale-New Haven," says Richard D'Aquila, president and COO. "Their portraits smile on us from the walls of main hallways and their stories remind us how to provide the very best in service to the many patients who choose us for their care.

"Employees enjoy reading what the Heroes have to tell us and so do our patients, their family members and visitors," says D'Aquila, who notes that beginning with this class, the Saint Raphael Campus will showcase Service Excellence Heroes. "These Heroes are terrific role models for each of us and we can learn from their example."

D'Aquila also thanked the members of the Heroes Nominating Committee. "You were thoughtful and thorough, and we are grateful for the Heroes you found among many outstanding nominations."

Mary Gauld, business associate on the Pediatric Short Stay Unit, still feels honored to have been a member of the fourth class of Heroes.

"It is a joy to be chosen to be a Service Excellence Hero and very humbling," says Gauld. "I feel I represent so many other employees who are equally dedicated to our patients and their families. It's a tremendous honor to be a Hero and I know that the new class will share that feeling, too."