MEDIA ADVISORY

Media Contact:
Pam McDonnell
NYU School of Medicine
(212) 404-3555

MEDIA ADVISORY

Sculpture Dedication at NYU Medical Center Captures Essence of
Award-Winning Service Standards Initiative

WHAT:
“We Set the Standard in Stone,” a celebration presented by NYU Medical Center will feature a sculpture dedication entitled “Essence” to commemorate the two-year anniversary of an award winning service improvement initiative. The initial kick-off event was keynoted by former Mayor Rudolph Giuliani.

WHO: Robert M. Glickman, CEO of NYU Hospitals Center and Dean of NYU School of Medicine Eric Rackow, President of NYU Hospitals Center
Mona Sonnenshein, Senior Vice President for Hospital Operations Bernard Birnbaum, MD, Vice Chairman for Clinical Affairs and Operations

WHEN: September 27, 2004 at 12 NOON

WHERE: The Courtyard at NYU Medical Center
550 First Avenue (32nd Street)

About the Service Standards Initiative at NYU Medical Center:

Four years ago, NYU Medical Center decided that by focusing on service standards, the institution would see an exceedingly positive impact on patient care and employee satisfaction. A team of faculty and staff members from all corners of the institution worked to develop the nine categories of service standards: Excellence, Respect, Teamwork, Integrity, Caring, Communication, Safety, Physical Environment, and Learning and Professional Growth. Since the introduction of this initiative, NYU Medical Center has:

• Been awarded HealthLeaders Magazine’s “Top Leadership Team” Finalist in Large Hospital Category based on its Service Standards Initiative
• Received AARP’s “Best Employer For Workers over Fifty Award” – Only hospital in metropolitan area to receive this award
• Will be awarded Work/Life Matters Magazine’s Top Work/Life Employer Award 10/04
• Revised performance evaluations to include Service Standards competencies in recruitment, selection, and performance evaluations which have increased the number of staff members passing their probation period by 10 percent.
• Included Service Standards competencies for revising job descriptions, interview models, and new hire orientation events for both staff and managers.
• Created “Recognition Kits” to promote more options for recognizing service excellence in all Medical Center departments.
• Developed five different Service Standards Customer Service Work sessions focusing on common service areas of large medical institutions such as telephone tactics, interdepartmental communication, and handling patient concerns.