Reward access for good service
Below is a description of the "Go the Extra Mile" (GEM) program used by the patient access department at Mercy Hospital Springfield (MO):
Policy: The policy of the Patient Access Department is to provide exceptional customer service for both internal and external customers. The Patient Access Department has created the G.E.M. Customer Service Program. This program stands for "Go the Extra Mile." All Patient Access employees will adhere to the procedure regarding the program outlined below.
Purpose: The purpose is to encourage all employees to provide exceptional customer service and to give to those employees recognition when Going the Extra Mile.’
Procedure: Comment cards will be available at each registrar’s desk or at a designated area in the department for patients and family members to fill out. After comment cards are completed the patient will place cards in a lock box. Managers will retrieve the cards on a weekly basis to determine who may qualify for a G.E.M. award. (See the reward matrix at the bottom of this page.)
Level |
Cards Received |
Color GEM |
Certificate Color |
Prize |
1 |
1 GEM |
Citrine |
Yellow |
Certificate |
2 |
10 GEMS |
Amethyst |
Purple |
cafeteria pass $5.00 |
3 |
25 GEMS |
Aquamarine |
light blue |
10 Mercy Points |
4 |
50 GEMS |
Emerald |
Green |
25 Mercy Points |
5 |
75 GEMS |
Ruby |
Red |
50 Mercy Points |
6 |
100 GEMS |
Diamond |
Diamond Plaque |
Special Plaque signed by the VP of Finance and the PA Director. 100 Mercy Points. |
Source: Mercy Hospital Springfield (MO).
