June 23, 2005

Dear Colleagues:

Making a great first impression is an essential part of our effort to deliver excellent service to our patients and guests. Because of the ongoing construction on our East Baltimore campus, it is very important that we make good use of our public space and waiting areas so that we may best accommodate patients, their families and other Hospital visitors. It has been observed that a number of employees are taking their break in these public waiting areas, specifically during late morning and early afternoon hours. While all employees are welcome to take a break as time permits, doing so in these waiting areas can interrupt our guests' ability to rest and relax during what can be an anxious time for them. Also, it does not convey the image of professionalism expected of all Johns Hopkins employees. As a result, effective immediately, staff will be actively monitoring these areas. Any employees found using the public waiting areas for their breaks will be reminded to move to a designated break area. If problems persist, managers and supervisors will be notified.

Your support on this matter reflects caring and compassion by ensuring that our patients, their families and other Hospital visitors are comfortable while at Hopkins .

If you would like more information about how to make a great first impression and deliver excellent service, visit the Johns Hopkins Medicine Service Excellence Web site at www.hopkinsmedicine.org/service.

Thank you.

Sincerely,

Renee Demski
Service Quality Improvement Committee Chair

The Johns Hopkins Hospital Quality Improvement Council Service Quality Improvement Committee