Service excellence $2 bill now available on Saint Raphael Campus

Maritza Baez, left, cafeteria aide, Food and Nutrition, recently used a service excellence $2 bill at Peet's Coffee Bar on the SRC. It was the first $2 bill Thamera Al-Haydar, cashier, and Dwayne Watkins, cafeteria aide, Food and Nutrition, had redeemed as part of the program, which has expanded to the SRC.
Maritza Baez, left, cafeteria aide, Food and Nutrition, recently used a service excellence $2 bill at Peet's Coffee Bar on the SRC. It was the first $2 bill Thamera Al-Haydar, cashier, and Dwayne Watkins, cafeteria aide, Food and Nutrition, had redeemed as part of the program, which has expanded to the SRC.

In February, hospital managers distributed 7,225 $2 bills. That's 7,225 instances of employees being caught in the act of service excellence, helping patients, visitors or staff. That number is expected to grow now that managers are beginning to award the popular yellow bills on the Saint Raphael Campus. SRC employees who received $2 bills began redeeming them in the cafeteria and coffee shop in February.

"Managers and employees are very enthusiastic about the introduction of the bills on the SRC," said Nancy Collins, director, Recruitment and Staffing, and co-chair of the Rewards and Recognition Committee. "The main benefit of this program is the recognition. It's a very visible, instant feel-good for employees."

The committee introduced the $2 bills in 2007 as a way for managers to give immediate and positive reinforcement to employees for exemplary service. Employees can also ask their managers to recognize another employee or hospital leader who has been exceptionally helpful. A blue $2 service excellence bill is available for doctors to use when they see an employee providing extraordinary care for a patient, family member or a service for another employee. Each month, all redeemed $2 bills are entered into a drawing for three $100 American Express gift cards.

The $2 bills can be redeemed in the cafeterias at YNHH and eateries at or near off-site locations near the main hospital campuses. Dave Wurcel, vice president, Corporate Business Services and Rewards, and Recognition Committee co-chair with Collins, noted that in 2007 managers distributed 225 of the then-new $2 bills.

"This program has grown so much over the years because it's a personal way for managers to give on-the-spot recognition to an employee who is going above and beyond for patients or family members," he said. "The $2 bills are also a reminder of our commitment to providing exceptional care and service to everyone who comes to Yale-New Haven Hospital."

In addition to the $2 bills, the Saint Raphael Campus has introduced the You Are Yale-New Haven cards. Employees can give a card to another employee — in their own department or another area — who has demonstrated service excellence. The employee who receives the card may submit it for a prize drawing.

For information on the You Are Yale-New Haven cards, employees should visit the Employee Recognition section on the hospital intranet.