Employees rewarded for making patients happy
Satisfied staff means satisfied customers
Lapeer (MI) Regional Hospital has developed an extensive array of employee rewards in the belief that happy employees translate into happier patients. "The general principle is that we emphasize success and recognize rewards very publicly and openly," says Kathleen Ambs, MA, director of community relations. Recognition starts at the top. For example, the hospital’s chief executive officer chairs the recognition committee. And each month the CEO on behalf of this committee writes a letter to all employees, thanking them for doing an outstanding job.The hospital sends employees a thank-you letter and provides gifts after employees have volunteered to help local charities or do some community service, she says. Other rewards and recognition include the following:
• Each month the administrative management team serves representative employees a recognition meal.
• When the hospital reached its highest patient satisfaction level — 98 percentile — each department was given a balloon bouquet with baskets of chocolate. Each shift and nursing unit were given individual baskets, as well.
• Department managers may recognize employee achievement by handing out low-cost rewards, such as a $3 lunch ticket to the hospital dining room.
• Each quarter, all employees’ efforts are recognized with a gift. This past quarter they were offered a selection of movie tickets, gas certificates, 60-minute phone cards, passes to a community center, passes to a local health club, sweatshirts with a hospital logo, and other choices.
[For more information, contact: Kathleen Ambs, MA, Director of Community Relations, Lapeer Regional Hospital, 1375 N. Main St., Lapeer, MI 48446. Telephone: (810) 667-5726. Fax: (810) 667-5582.]
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