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In This Issue:
Weldon “Don” Covey
You can learn a lot about Weldon “Don” Covey by taking a quick look at his business card. This may be easier than watching him in action as he flies back and forth along the hospital entrance at 75 Francis Street meeting and greeting patients and visitors.
“My title is customer service specialist, as displayed on my card, and this is a job title I take to heart,” said Covey.
“I do anything I can to make a patient and his or her family welcome. My major responsibility is getting patients in and out of the hospital safely.” And for Covey, this is a task that encompasses a range of responsibilities – anything from securing an infant in a car seat, to providing wheel chair assistance or even changing the occasional flat tire.
“I see myself as a goodwill ambassador to BWH. I want to make sure that a visitor’s impression of the hospital is a positive one.”
Covey’s supervisor at Valet Park, David Nolan, observes the spirit and enthusiasm that make Covey an excellent role model for customer support and service. “Many of the compliments we receive about Don come not only from patients, but employees of BWH. We have many letters and notes from employees that comment on how impressed patients were with Don’s helpful and happy demeanor,” said Nolan.
For Covey, customer service comes natural. “I just remember a very simple rule. I have been a patient, too, so I treat everyone as I would like to be treated,” he said.
The Service Hero Award honors staff and employees who display outstanding customer service skills and behaviors in interactions with patients, families, visitors and co-workers. If you know someone who has gone above and beyond, and would like to nominate them for a Service Hero Award, call ext. 2-8248 or complete a nomination form on-line at ( http://healthcare.partners.org/bwhintranet/BWHserviceheroesprogram.cfm).