Dear Colleagues:
The 2004 Service Excellence programs challenge the status quo and improve what we now consider excellent. As with the 2003 projects, a multidisciplinary effort is required. Teamwork on behalf of all clinicians will again prove to be critical to ensure success with the 2004 projects. Just as we and our patients have benefited from the results of the 2003 projects-Pre-surgical, Post-partum Obstetrics, Oncology Discharge and the Front end/Registration (Ideal Patient Experience)-we hope the same level of collaboration will be matched while carrying out the 2004 projects outlined above. I look forward to cooperation on behalf of all clinicians as they look to the direction set by Drs. Whittemore, Sussman, Goldszer, Victor Dzau, Michael Zinner and other hospital leaders. In line with the entrepreneurial spirit inherent at BWH, the Service Excellence projects combat complacency-challenging us to continually rethink and revise our current performance. Given the rapid changes within medicine and science, we must expect such progress and challenges. We not only look forward to your involvement, but we will rely on your individual input and insight as these two projects begin in the next couple of months and continue indefinitely.

Sincerely yours,


Lawrence H. Cohn, MD
Chairman, BWPO