The Caught in the Act program is designed to recognize noticeable acts of service excellence for which an individual or a team goes out of their way to exceed the expectations of a customer (internal or external).

Earlier this year, an Emory employee dislocated her kneecap and had to have x-rays taken in the Emergency Room. Aurora Marinescu was the technologist assigned to take the images. The staff member recalled that the pain was so excruciating that she was in tears from extreme distress. She also recalled that “Aurora was very comforting and warm throughout the entire experience. Aurora showed a genuine care and concern for me, as if she were feeling my pain.” In addition to caring for this patient, Aurora was training a student. The fact that Aurora was able to attend to the patient’s needs and comfort, while at the same time serving as an excellent instructor exceeded the expectations of this employee and made that part of the patient experience in the Emergency Room so much better.

In April, a new anesthetist was in MRI setting up for an interventional procedure. While the technologist was busy with the radiologist discussing the procedure, the anesthetist went to the Pre-Procedure Care Area (PPCA) to retrieve the patient. The patient, who was still waiting on a non-compatible MRI stretcher, was rolled into the MRI scanner room and placed at the end of the MRI table. Bromley Metz, who was just coming into the MRI area for work, spotted the stretcher in the scanner room and acted quickly. She immediately moved into the scanner room and started pulling the stretcher out of the area. Bromely's quick response prevented what could have become a harmful situation for both patient and caregivers. Thank you, Bromley, for your quick action in applying Service Excellence Standard #1 – Safety.

Remember, if you catch anyone in the act of service excellence, please tell us the story by completing this short and simple online submission form.