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                        JeffNEWS, January 10, 1995
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Employee Suggestion Program Idea Comes To Fruition; S.T.A.R. Program Expands
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Begun in 1986 as a customer relations program to recognize hospital
employees for demonstrating superior customer service skills, the
S.T.A.R. Program has added another dimension and now has ties to select
University departments. Employees in University departments, such as the
mailroom, telecommunications, security and maintenance, who are
indirectly involved with patient care, now receive the S.T.A.R.
newsletter and are eligible for  S.T.A.R. employee and S.T.A.R. team
recognition. The idea to expand the S.T.A.R. Program was submitted as
part of Jefferson's Employee Suggestion Program.

"This branching out of the S.T.A.R. Program was a great idea," says
Kathleen Goodman, director of services marketing. "Organizations with a
strong commitment to customer service realize that even employees who
don't have direct contact with customers are nonetheless serving other
employees who do. So, University employees who interface with hospital
departments do influence how satisfied patients are with Jefferson's
service."

The role of some University departments indirectly affects patient care.
For instance, the safety of our campus, which is overseen by the
security department, is important to patients considering Jefferson for
their care.

Hospital chief executive officer Thomas J. Lewis agrees. "There are many
hospital departments that depend on the services of University
departments to help deliver excellent patient care, and I'm pleased that
employees in those areas will now be recognized for their contributions
to patient satisfaction and even prouder that the suggestion came from
our own `Teaming Up to Make a Difference' program."


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Information provided by:  Editor, JeffNEWS
                          (215) 955-6204
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