Chamber Currents
Conway Medical Center Taps True Meaning Of Customer Service Through Starfish Program
Walking through the hospital parking lot, my heart fluttered a little. Some of my most joyous and most devastating memories have been made at Conway Medical Center, and some times when I visit, I just can’t contain the nerves that come over me. But this day was different. I would interview a starfish. Actually, I would interview the two Starfish of the Quarter, one of whom was later named Starfish of the Year.
Conway Medical Center’s Starfish program is based on the four concepts of the FISH philosophy, which is based on the real-life success story of the world-famous Pike Place Fish Market in Seattle, Washington. Play, Make Their Day, Choose Your Attitude and Be There make up the traits that the CMC program encourages and supports. The hospital has adopted the life-long philosophy that helps employees feel inspired by the work they do. It helps build great organizations by affirming one another, and in time, earning each other’s heart and soul. Making money is easy, but finding meaning is not. At CMC, two Starfish of the Quarter are named each quarter, one clinical and one non-clinical. To be nominated as a Starfish is quite an achievement, but to be deemed a Starfish is an honor.
I sat with each Starfish for just a few minutes each, but within that short timeframe I felt the warmth, the love of other people and the generosity that these two women openly offered to me. Immediately, I understood.
Ms. Eloise Holmes of Environmental Services has worked at CMC for over 10 years. She was selected as Starfish of the Quarter for many reasons that play into the FISH philosophy, but let me take the opportunity to explain one. Ms. Eloise extended hospitality to a complete stranger in the hospital lobby. Thinking the guest was lost she initiated a conversation, walked her to the cafeteria and provided her with an overview of all the options the cafeteria offers. Unbeknownst to Eloise, the lady she escorted to the cafeteria was the mother of one of the Joint Commission surveyors visiting the hospital. Joint Commission annually evaluates and accredits nearly 15,000 health care organizations and programs in the United States. Since 1951, it has been the nation’s predominant standards-setting and accrediting body in health care. So, accolades from someone on that committee are quite an accomplishment.
With a smile as bright as sunshine, Ms. Eloise told me that what she values most about her job at CMC is the opportunity to serve others and seek them out to make them feel welcome — Words spoken by a true ambassador for mankind. Not only is Ms. Eloise the Starfish of the Quarter, she is also caretaker of her father, and prior to the passing of her mother, Ms. Eloise served as her primary caretaker as well. She has a daughter who will leave in April to serve in Iraq, and a son-in-law who will return at practically the same time to care for their three-year-old daughter, one on whom Ms. Eloise also lavishes her love.
When asked who has served as a Starfish in her own life, Ms. Eloise answered simply, “Larry Foye.” Her previous manager, Larry is always upbeat and positive, which Ms. Eloise said rubbed off on her. His answer to the question, “How are you doing?” is always, “I’m doing great and getting better by the minute.” Thank you, Ms. Eloise, for all you do, for not only CMC staff and administration, but for those who visit or who must be in CMC themselves.
Vicki Ward, Starfish of the Quarter and later turned Starfish of the Year, is a RN in the operating room. The daughter of a nurse of 30+ years, Vicki said it was easy to follow in her mother’s footsteps. She grew up watching her mother serve others with patience and dignity, and it had its affect on Vicki. Perhaps it was born in her.
Vicki was smiling from the time she entered the room until she began telling me why she had been nominated as a Starfish. Real tears fell as the story unfolded, and I’ll admit, the FISH philosophy began to make sense right before my eyes.
Vicki was helping prepare a patient for surgery. The patient was nervous about being “put to sleep” during the procedure. Vicki sat with her and explained the steps she and the staff were preparing to take, but then also began asking the patient to think about a place she’d always wished to see. Think of a cool breeze on a warm beach, she said. The patient did what was asked of her while Vicki wiped her face with a cool cloth. The patient then spoke of her family and, according to Vicki, calmed down quite a bit. With Vicki, she laughed and smiled before her surgery.
Sadly, this patient never awakened from her sleep. The family’s devastation and the fact that they were not granted the opportunity to truly say goodbye haunted Vicki for weeks. No one had expected this woman to pass so soon. Vicki explained to me that because she lost her father in a somewhat similar way, she couldn’t get this family out of her mind. She said it bothered her for weeks, often to the point of insomnia.
Vicki requested the permission of administration to write a letter to the family telling them about her conversation with their wife, mother, grandmother and friend. She crafted a letter that sent the message “She didn’t die alone. She was talking and laughing and telling stories of you.” How awesome it would be to receive such a letter after losing someone so unexpectedly. Vicki, keep on keeping on! You are not only a Starfish, but an Angel as well.
Additionally, Mina Parker was named Starfish of the Year. According to Phil Clayton, President of Conway Medical Center, “This young woman brings smiles to our patients every day as she delivers their meals. Our patients have sent cards and letters expressing gratitude for her wonderful attitude, bright smile and consistent training. If you were at the daily tray line meeting, you would see her leading stretching exercises with the team!
She always goes the extra mile … for her team, her patients and for CMC.” Congratulations, Mina, for being you!
This article begins a series of articles in February entitled “Chamber Champions of the Heart.” Do you have a Starfish in your office or place of work? Is there someone who exemplifies outstanding customer service to the point of being playful and actually showing up to work with the right attitude? Let us help celebrate their commitment to kindness. Simply write me an email at bjohnson@conwayscchamber.com or give me call at 248-2273. Share your stories. Though not called by the same name, each business is sure to have a Starfish of its own.
