Comments on: Hardwiring those powerful letters we receive http://quintsblog.wordpress.com/2007/05/22/hardwiring-those-powerful-letters-we-receive/ Thu, 17 Dec 2009 03:41:44 +0000 http://wordpress.com/ hourly 1 By: Cheryl Pinney http://quintsblog.wordpress.com/2007/05/22/hardwiring-those-powerful-letters-we-receive/#comment-435 Cheryl Pinney Fri, 25 May 2007 14:17:36 +0000 http://quintsblog.wordpress.com/2007/05/22/hardwiring-those-powerful-letters-we-receive/#comment-435 We post every thank you card and letter received in the ED on a "Customer Service Central" bulletin board, next to our Press Ganey results! I also always send a copy to my senior manager. We just initiated a program when a thank you letter specifically identifies an individual, we provide that staff member with one of our logo pins we selected for our customer service program in the ED! The first couple have been received very positive! We post every thank you card and letter received in the ED on a “Customer Service Central” bulletin board, next to our Press Ganey results! I also always send a copy to my senior manager. We just initiated a program when a thank you letter specifically identifies an individual, we provide that staff member with one of our logo pins we selected for our customer service program in the ED! The first couple have been received very positive!

]]> By: Mimi Conner-Aquatics http://quintsblog.wordpress.com/2007/05/22/hardwiring-those-powerful-letters-we-receive/#comment-424 Mimi Conner-Aquatics Wed, 23 May 2007 16:42:00 +0000 http://quintsblog.wordpress.com/2007/05/22/hardwiring-those-powerful-letters-we-receive/#comment-424 "The entire aquatic staff are caring, energetic, professionals yet ever so wonderful to be with. They are as much a part of my life as my family. I could not imagine how it would be without their gifts of presence to me. Thank you. You have changed my life for one of richness." Jean Jean is one of our new aquatic clients at the Medical Center of Plano “The entire aquatic staff are caring, energetic, professionals yet ever so wonderful to be with. They are as much a part of my life as my family. I could not imagine how it would be without their gifts of presence to me. Thank you. You have changed my life for one of richness.” Jean

Jean is one of our new aquatic clients at the Medical Center of Plano

]]> By: 'Doc' Campbell http://quintsblog.wordpress.com/2007/05/22/hardwiring-those-powerful-letters-we-receive/#comment-416 'Doc' Campbell Tue, 22 May 2007 18:36:00 +0000 http://quintsblog.wordpress.com/2007/05/22/hardwiring-those-powerful-letters-we-receive/#comment-416 We post, on a large bulletin board, retyped letters of appreciation from the people we served, along with our patient satisfaction comments (positive & negative). The letters are laminated on nice stationary and go into a notebook. We also post them on the unit for newer patients to read too. Some very powerful comments and poetry have come from the people we serve. We post, on a large bulletin board, retyped letters of appreciation from the people we served, along with our patient satisfaction comments (positive & negative). The letters are laminated on nice stationary and go into a notebook. We also post them on the unit for newer patients to read too. Some very powerful comments and poetry have come from the people we serve.

]]> By: Laurel Cucchi http://quintsblog.wordpress.com/2007/05/22/hardwiring-those-powerful-letters-we-receive/#comment-414 Laurel Cucchi Tue, 22 May 2007 16:45:26 +0000 http://quintsblog.wordpress.com/2007/05/22/hardwiring-those-powerful-letters-we-receive/#comment-414 We started about 6 months ago reading thank you notes consistently. We did it previously, but not all the time at all meetings. We are a Hospice with a large bereavement program that reaches into the community and daily serves about 1,000 people. In addition, we have the families served through our patient & family program. The notes are shared at monthly staff meetings and also at our weekly Team Meetings. The results have been incredible. Everyone looks forward to hearing the comments. If there is a suggestion that is also shared with the team and discussed for opportunities to improve. If there should be a concern regarding a particular person that is always followed up one on one.Never discussed in the group. Morale has improved dramatically. The goal of communicating positive feedback publically has created an environment of people striving to be top performers. It works! We started about 6 months ago reading thank you notes consistently. We did it previously, but not all the time at all meetings. We are a Hospice with a large bereavement program that reaches into the community and daily serves about 1,000 people. In addition, we have the families served through our patient & family program. The notes are shared at monthly staff meetings and also at our weekly Team Meetings. The results have been incredible. Everyone looks forward to hearing the comments. If there is a suggestion that is also shared with the team and discussed for opportunities to improve.
If there should be a concern regarding a particular person that is always followed up one on one.Never discussed in the group.
Morale has improved dramatically. The goal of communicating positive feedback publically has created an environment of people striving to be top performers. It works!

]]> By: Donna Bopp http://quintsblog.wordpress.com/2007/05/22/hardwiring-those-powerful-letters-we-receive/#comment-413 Donna Bopp Tue, 22 May 2007 16:33:08 +0000 http://quintsblog.wordpress.com/2007/05/22/hardwiring-those-powerful-letters-we-receive/#comment-413 I receive surveys from patients/families almost everyday. The survey data is collated and sent to all employees to view. When an employee or physician is named, I attach a small pin (ROC STAR) and individually congratulate the person in front of whome ever is around. The employee or physician gets a copy of the positive comment to save in their file and send a scanned copy to the Administrator of our facility and to our Director. Everyone seems to love the feedback. I also post and review our satisfaction data comments with staff. I receive surveys from patients/families almost everyday. The survey data is collated and sent to all employees to view. When an employee or physician is named, I attach a small pin (ROC STAR) and individually congratulate the person in front of whome ever is around. The employee or physician gets a copy of the positive comment to save in their file and send a scanned copy to the Administrator of our facility and to our Director. Everyone seems to love the feedback.

I also post and review our satisfaction data comments with staff.

]]>