Farmington Hills, Mich., November 9, 2006---Rick Perhogan was a friend to all---his coworkers at Botsford General Hospital, hospital patients and visitors, perfect strangers. He was a kind and loving person, a ray of light, an old soul. It was soothing to be around him. He was quick to smile and had an easy laugh. Then, cancer took him earlier this year.
Perhogan’s friend Vance Powell, D.O., a longtime obstetrician-gynecologist and director of medical education at the Farmington Hills hospital, offers these words about the man and what he meant to Botsford: “‘When God measures a man, He puts the tape around the heart instead of the head,’ and ‘Those who bring sunshine to the lives of others cannot keep it from themselves.’ Rick was a guy’s guy---substance over style. He worked hard, loved his family, lived by the Golden Rule and was intensely loyal to his employer.”
An opportunity to memorialize this exceptional man has occurred in the development of the hospital’s service excellence recognition program. It’s called the Rick Perhogan Service Excellence Trophy. Naming the trophy for Perhogan is fitting, because he was the quintessence of brilliant customer service.
Mary Jo McKenzie, Perhogan’s coworker in Botsford’s Plant and Technology Management Department, comments: “Rick was one of the first people I met when I began working at Botsford over 20 years ago. He was a great communicator and would always take a moment to help a visitor or talk to a coworker if she were having a bad day. Rick had the innate ability to recognize those who needed a little bit of help and didn’t hesitate to reach out to people. When I think of service excellence, communication is probably the most important aspect; when I think of communicating with others, I think of Rick. I can say without a doubt, that he would be honored to be remembered by having this trophy named for him.”
The trophy will be presented quarterly to a hospital department that has embodied service excellence in its commitment, consideration and care for Botsford’s patients. Nominations may come from the hospital’s department directors and managers, physicians, patients and their family members. The hospital plans to have the nomination form available on its Web site, www.botsford.org; departmental leaders will have them on hand too. Selection criteria will be rigorous and include measurable improvement in customer service, service standards demonstrated through activity or program, and creative implementation.
A team from hospital operations and Botsford’s Community Relations Department will review nominations. They’ll announce winners in January, March, July and October. A surprise visit will be paid to the winning department from the hospital’s Executive Office, Administration and Botsford’s Service Excellence Council. They’ll distribute trophy pins to the winning department’s staff members. The trophy will be inscribed with the department’s name and reside at the department for that quarter. The department will receive a prize-winning meal for each of its shifts. In addition, the department’s leader will attend a meeting of the hospital’s Board of Directors to receive recognition for her unit’s service excellence achievement.
Finally, since no hospital department operates in a vacuum, the winning department will name another department that helped them to reach their service excellence goal. The helping department will be given the Service Excellence Assist Trophy. The winning department will also share customer service strategies that engaged staff and resulted in a turnaround in customers’ perception, which will be highlighted in the hospital’s internal communications.
Botsford General Hospital, an independent, acute care, 330-bed community hospital in Farmington Hills, Mich., was founded in 1965. Nationally recognized for quality, safety and medical education programs, Botsford has received the 2005 Solucient 100 Top Hospitals: Performance Improvement Leaders award and the 2005 Governor’s Award of Excellence for Improving Care in the Hospital Setting (for treatment of heart attack, heart failure and pneumonia) and in the Emergency Department Setting (for treatment of heart attack and pneumonia). Botsford’s Web address is www.botsford.org.
MEDIA CONTACT: Nancy Dumas, Beth Montalvo or Stacy Brand
PHONE: (248) 442-7986