Get coworkers to give compliments
Have staff recognize each other
Taking the extra time to help a patient on the phone who had been transferred to several departments without getting the call resolved. Suggesting a way to redirect patients coming to register in the admitting lobby. Creating a document that lists the most common calls received in admitting and how to answer the callers' questions. Reporting a dangerous tripping hazard in front of a building, which was then fixed. Suggesting a new process for patients to renew their registration labels on the phone, rather than physically coming to the hospital.
These are some of the reasons that admitting representatives at Stanford (CA) Hospital & Clinics were recognized by their co-workers as part of the department's TEAM (Together Everyone Achieves More) awards program.
The TEAM awards were instituted in patient admitting services in May 2007. From May to December 2007, 20 awards were given. In 2008, 70 awards were given out in a department of more than 100 people.
"Awards are given by staff to their peers for going the extra mile. Patient admitting services managers also give the awards to staff," says Anna Dapelo-Garcia, director of patient admitting services. Awards are given for the following reasons:
exhibiting outstanding customer service to patients, peers, and/or hospital staff;
a co-worker pitching in to help his/her peer complete a project/task;
spreading positive energy/attitude to the staff, unit, or department;
being eager to learn and accepting of new processes in an excited manner that is infectious to co-workers;
being innovative and presenting a new idea, process, and/or efficiency.
TEAM awards are presented at unit/department staff meetings. A form is give to staff to nominate their co-worker, and a certificate is created and presented to the awardee in front of his/her peers at the staff meeting.
"At the end of the year, the person with the most TEAM awards is recognized and presented with a special certificate, lapel pin, and given a monetary gift certificate," says Dapelo-Garcia. "The TEAM awards have been a valuable tool in patient admitting services. Staff are excited to nominate their co-worker, and the awardee is appreciative and happy to be recognized. It promotes a positive attitude and goodwill throughout the department."
At Sacred Heart Medical Center at RiverBend in Springfield, OR, a "Who's Your Angel?" program allows staff and patients to recognize staff members who are making a positive impact on others. "We also have a monthly "MVP" (Mission & Values of PeaceHealth) recognition of three staff elected by their peers who clearly demonstrate the mission and values of our organization," says Nancy Garrett, patient registration supervisor.
At Mercy Medical Center in Oshkosh, WI, access staff are in the habit of saying things such as, "You did a good job today," or "It was a busy shift today, but we really pulled it off!" Peer recognition slips are also used. "We had one staff member fill one out the other day for another staff member who started buying small stuffed animals to hand out to kids coming in for surgery," says Connie Campbell, director of patient access. "The receptionist had seen the comfort one child had from bringing in his own, so thought this way we could give them one if they didn't bring one in on their own."
Staff nominate others
At Baptist Hospital East in Louisville, KY, access employees nominate a star of the month, selected by the staff themselves. "They can vote on someone and give information as to why they feel that employee should be selected," says Vicki Lyons, patient access manager. "We read the comments and announce who the employee is at the staff meetings each month."
A picture of the person is posted on a bulletin board in the waiting room and is decorated with the comments that were made about the person. The department also uses "WOW" cards that staff can fill out for another employee, who then receives a prize at the department staff meeting.
"At the hospital, you always hear about the nursing staff doing this and getting that. I try to get our department involved as well. For example, the hospital has a department of the month that is recognized at the department staff meeting. They get a banner for the department and a cake," says Lyons. "We did win that one month. It's always nice to be recognized for good things and not always negative things."
Lyons sends a personal e-mail to employees if one of them receives a compliment or a WOW card, or if she sees a good note on a patient account or sees them interacting well with a patient or family.
Diane Manuel, director of patient access for admissions and the emergency department at Wake Forest University Baptist Medical Center in Winston-Salem, NC, says that compliments about staff are always shared with the other managers, the division associate director, and the receiving employee. "We have a hospital program that allows employees to nominate fellow employees for 'star performance' recognition," says Manuel.
The employee receives a star performer certificate stating, "You make a difference" along with the compliment. Certificates are posted in the department, and copies are kept for use in performance evaluations. Yearly luncheons are held for all of the hospital's star performers, and prizes are awarded.
"Some nominations come by way of patients and others from fellow employees," says Manuel. "Patients often write in or call our patient relations department to compliment employees who provided extended assistance to patients or their families. Compassion in times of extreme circumstances is another common compliment from the outside."
Recently, two patient access staff members received "You make a difference" certificates because of a letter written by a patient. The patient named the two individuals, saying, "They give a great impression of your hospital. We were very worried and anxious about surgery. They helped us relax and feel confident."
"The patient was a same-day admission for surgery and had to wait a long time for a room assignment," says Manuel. "The patient access employees had a recliner moved into the waiting lobby, provided the patient with blankets, and issued meal tickets to both the patient and the accompanying family member."
Another compliment from a patient was shared with the associate director. The patient wrote that a patient access staff member "really went over and beyond the call of duty today. She had a Medicaid patient who was seen in the ED with tooth pain. Anna tried calling a dentist to get her an appointment just because she felt sorry for her. This was difficult because most dentists' offices are closed on Friday afternoons. Anna got her an appointment for 7:45 on Monday morning at the dental clinic."
Employees often compliment their co-workers for working extra hours during short-staffed times, or for showing patients, families, or other employees exceptional concern or providing exceptional assistance.
Nominations also can come from other departments, when patient access employees provide information and assistance, and from supervisors and managers for employees who demonstrate exceptional performance in their work, on Six Sigma projects, or who provide outstanding assistance to other employees, patients, and employees from other departments.
Recently, the associate director of patient financial services nominated three patient access employees for working additional hours to allow an employee from a different department time off to spend with her son who was home from Iraq for two weeks.
"At that time, the staff in her department were short. Her supervisor was unable to grant the time unless certain responsibilities of her position could be completed by other employees," says Manuel. "That employee had planned to come into work each day, complete the necessary tasks, and spend the remaining time with her son."
In other cases, compliments may be the result of work done on special projects and teams. A small gift accompanies the certificate, such as small first-aid kits or carry bags. "At the luncheons, there are drawings from the names of all the attendees," says Manuel. "These awards are always gift certificates for local restaurants and stores."
[For more information, contact:
Anna Dapelo-Garcia, Director, Patient Admitting Services, Stanford Hospital and Clinics, 300 Pasteur Drive, Room H1105B, M/C 5224, Stanford, CA 94305. Phone: (650) 723-9292. E-mail: [email protected].]
These are some of the reasons that admitting representatives at Stanford (CA) Hospital & Clinics were recognized by their co-workers as part of the department's TEAM (Together Everyone Achieves More) awards program.You have reached your article limit for the month. Subscribe now to access this article plus other member-only content.
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