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MUSC Excellence at the Medical Center Physicians, employees of month recognized Service: Serving the public with compassion, respect and excellence Standard of Behavior for November, December: AIDET AIDET is a framework for all employees to communicate with patients, families and each other. AIDET is a powerful but simple technique that enables employees to connect with patients and customers. Through use of key words, clinical staff can give patients assurance that they are in good hands and support departments can enhance their services.   Through implementation of AIDET MUSC staff will reduce patient anxiety, improve clinical outcomes, and increase patient and staff satisfaction. The five fundamentals of AIDET include: Acknowledge: Make eye contact, greet with a smile, make patient feel that you expect them Introduce: State your name, title, experience, and manage up your competence Duration: Provide patient and families with time expectations Explanation: Inform and keep patient and family updated about what to expect from your interaction, their visit with the medical professional or their procedure Thank You: Thank the customer for choosing MUSC for their care. Inquire if there is anything else that may do for the patient or family. Remember to always use AIDET to hardwire excellence. Benefit of the Month for November: Employee Assistance Program (EAP) EAP is a free and confidential counseling service available to all MUSC, MUHA and UMA employees and their dependents for help with personal, occupational, relationship and mental health problems. Services include: Assessment: During your first visit, you will receive an initial assessment to help determine the nature of your issue and how EAP can best assist you. At the end of the session, a set of goals will be developed along with a plan of action. Individual Counseling: Up to four sessions are provided to help you address your problems, better understand yourself, achieve your stated goals and learn new coping skills. Couples Counseling: Certain problems are best addressed by seeing a couple together. We provide couples therapy to any employee and their significant other regardless of marital status. Referral: When problems require longer term or specialized treatment, our staff will work with you to find services that best fit your goals for treatment and your financial needs. Consultation: Supervisors, administrators and co-workers are welcome to consult with our counselors if they have concerns about an employee. Educational Workshops: Counselors are available to facilitate employee and human resources initiated seminars and support groups. Common topics include stress management, conflict resolution, substance abuse and communication skills. Contact EAP between 9 a.m. and 5:30 p.m., Monday through Friday, to schedule an appointment. EAP is located at 51 Bee St.  and can be reached at 792-2848 or at http://www.musc.edu/eap. People: Fostering employee pride and loyalty Employees of the Month: September Tony Powell, Safety & Security: The following nomination for Powell was submitted for recognition.   “My car would not move out of park. It’s Friday after work, and I can’t get my car to move. After trying everything I could do to fix the problem, I just gave up and decided to leave my car at the Hagood lot and look for a ride home. As I was walking, Tony Powell saw me and asked if everything was all right. I explained to him what was going on with my car. He asked that I show him my car. He worked on my car until he found a way to move out of park. He didn’t complain about the heat or the fact that he had to get a little dirty. I also found out later in our conversation that he was on his way out of town. Mr. Powell was just concerned about me and my car. He took his time to help me and I am so thankful to him. I asked him how he knew I needed help and he said “he has worked in public safety for a long time and he can smell when something is not right.” I thank him for taking the time out to ask the simple question “Is everything all right”? A fine example of MUSC Excellence. Michelle Polite Michelle Polite, STAR Ladson, Institute of Psychiatry: Polite received the following nomination. “I am nominating Michelle Polite for her hard work and tremendous effort at securing transportation for numerous children that attend the STAR-Ladson Program. Michelle went above and beyond her routine jobs duties to contact, set up and arrange transportation with Dorchester School District II to ensure that the children who live in this district and need to attend STAR are able to get to the program. Michelle was an advocate for the needs of both the patients and the families. Michelle rallied support and contacted different individuals to discuss the importance of continuing with transportation services and the impact not providing transportation would have on the patients and families. (Dorchester District II has always transported STAR patients to and from the program. A recent school plan written for a patient in Dorchester District II stated that plans were underway to eliminate this service). Michelle has helped numerous children continue to receive mental health treatment that may have otherwise had to be stopped due to lack of transportation.” Physician of the Month: August and September Heather Saavedra, M.D., Department of Pediatrics, August Physician of the Month: “Dr. Saavedra was asked to assist in Pediatric Primary Care on a busy day when she was not scheduled. Upon her arrival the immediate need was for the physician to see an unhappy mother in the clinic with five children. Despite walking into a somewhat unpleasant situation, Dr. Saavedra was able to not only meet the needs of the mother and her children, but also transition the experience to a positive outcome. It’s physicians like this that complement the institutional goal of excellence.” Kelly Hedges, Reward and Recognition Team, presents Dr. Milos Budisvaljevic with a “You Make a Difference” certificate and lapel pin. Milos Budisavljevic, M.D., Department of Medicine, Nephrology, September Physician of the Month: “I am submitting Milos for this award as I have known him for five years and am privileged to have had the opportunity to work with such an outstanding physician. Having worked in the medical field for 18 years, I have never had the pleasure to work with a physician such as Milos. He shows compassion, professionalism, know-ledge on up-to-date on techniques, good interpersonal skills, and is  attentive to the patient. I had a personal experience with my husband and Milos was his physician. He was very much a patient advocate. Milos respects the staff and listens to staff and patients, is dedicated to providing the highest quality patient care, and literally works himself nonstop and gives it his all. I respect and admire this individual for his commitment to his profession, patients and organization.” Employer of the Month and Reward & Recognition teams host new hire reception Archie Reed, Safety and Security coordinator and member of the Reward and Recognition Team, receives assistance from a child of a new employee at the New Employee Reception Oct. 8. The New Employee Reception was held  Oct. 8 in the Storm Eye Atrium. This event included new employees hired between May 15 and July 8 to recognize their completion of 90 days of employment.     Friday, Oct. 26, 2007 Catalyst Online is published weekly, updated as needed and improved from time to time by the MUSC Office of Public Relations for the faculty, employees and students of the Medical University of South Carolina. Catalyst Online editor, Kim Draughn, can be reached at 792-4107 or by email, catalyst@musc.edu. Editorial copy can be submitted to Catalyst Online and to The Catalyst in print by fax, 792-6723, or by email to catalyst@musc.edu. To place an ad in The Catalyst hardcopy, call Island Publications at 849-1778, ext. 201.