INTRODUCINGINTRODUCING

Reward & Recognition Reward & Recognition InitiativeInitiative

What Does it Take What Does it Take to be Number-One in to be Number-One in Service Excellence?Service Excellence?

ALL OF US!ALL OF US!

What are the Goals of What are the Goals of License to Serve “I XL 4 U”?License to Serve “I XL 4 U”?

• To strengthen service excellence, To strengthen service excellence, quality improvement and quality improvement and education.education.

• To enhance a spirit of collaboration, To enhance a spirit of collaboration, foster clear and consistent foster clear and consistent communications and best utilize communications and best utilize our time and talents.our time and talents.

A New Approach to A New Approach to Achieving Service Achieving Service

Excellence: License to Excellence: License to Serve “I XL 4 U”Serve “I XL 4 U”

• License to Serve is a reward and recognition License to Serve is a reward and recognition initiative that connects employees, initiative that connects employees, volunteers and physicians to strategies that volunteers and physicians to strategies that will impact us well into the future.will impact us well into the future.

• The The focusfocus is on rewarding and recognizing is on rewarding and recognizing individuals for role modeling service individuals for role modeling service excellence.excellence.

Through the Through the License to Serve Initiative...License to Serve Initiative...

• Employees and volunteers may earn points Employees and volunteers may earn points redeemable for a selection of gifts from the redeemable for a selection of gifts from the Award of Excellence Catalog.Award of Excellence Catalog.

• They’ll also receive chances at winning a They’ll also receive chances at winning a monthly Grand Prize certificate.monthly Grand Prize certificate.

• Physicians will be invited to participate in Physicians will be invited to participate in the initiative in the future.the initiative in the future.

• PRL, Broadlane, Horizon, HCFS and PRL, Broadlane, Horizon, HCFS and ARAMARK employees, along with Providence ARAMARK employees, along with Providence and Saint John employees, volunteers, and and Saint John employees, volunteers, and physicians are eligible to participate in physicians are eligible to participate in License to Serve.License to Serve.

License to ServeLicense to Serve TaskforceTaskforceCraig Kraft, PMC-SJH Food ServiceCraig Kraft, PMC-SJH Food Service

Catherine Rice, PMC-SJH Business Development Catherine Rice, PMC-SJH Business Development Janie Schumaker, PMC Emergency ServicesJanie Schumaker, PMC Emergency ServicesDawn Walters, PMC Quality ManagementDawn Walters, PMC Quality Management

SponsorsSponsorsCarolyn Bowmer, AdministrationCarolyn Bowmer, Administration

Mike Dorsey, AdministrationMike Dorsey, Administration

ResourceResourceBrenda Farwell, Human ResourcesBrenda Farwell, Human Resources

How the Initiative Works…How the Initiative Works…

Every Every otherother month, during your month, during your Department Meeting, you will Department Meeting, you will receive a SmartCard containing receive a SmartCard containing a brief overview of a core a brief overview of a core value/service behavior and two value/service behavior and two True/False questions.True/False questions.

You also will notice matching You also will notice matching posters on display in your work posters on display in your work area that reinforce the core area that reinforce the core value/service behavior.value/service behavior.

Your Leader Will:Your Leader Will:

Review the core value/service Review the core value/service behavior during the monthly behavior during the monthly Department Meeting.Department Meeting.

Distribute SmartCards and discuss the Distribute SmartCards and discuss the content and questions with you.content and questions with you.

Answer any questions you have about Answer any questions you have about the topic or how the initiative works.the topic or how the initiative works.

Encourage you to record your answers Encourage you to record your answers in a timely manner.in a timely manner.

Record Your Answers:Record Your Answers:

• To record your answers, call the To record your answers, call the SmartCard Hotline at 1-866-690-6339. SmartCard Hotline at 1-866-690-6339.

• Key in your Employee/Volunteer ID # and Key in your Employee/Volunteer ID # and the Quiz # printed on the SmartCard.the Quiz # printed on the SmartCard.

• Follow the prompts to record your Follow the prompts to record your answers to the two True/False questions.answers to the two True/False questions.

Instant WinnersInstant Winners• Every month, a random number of Every month, a random number of

HotlineHotline callers will hear a message callers will hear a message that they are an instant winner of that they are an instant winner of points.points.

• You can use instant winner points You can use instant winner points immediately by ordering a gift from immediately by ordering a gift from the Award of Excellence Catalog or the Award of Excellence Catalog or save them up for a higher-level gift. save them up for a higher-level gift. The points will be recorded in an The points will be recorded in an account for each participant.account for each participant.

• Even if you are not an instant Even if you are not an instant winner, you will earn a chance at a winner, you will earn a chance at a Grand Prize certificate just for Grand Prize certificate just for calling.calling.

Do Not Call More Than Once to Do Not Call More Than Once to Record Your Answers!Record Your Answers!

• The SmartCard Hotline will not allow you to The SmartCard Hotline will not allow you to record answers to a particular SmartCard more record answers to a particular SmartCard more than once.than once.

• You may call the hotline any time to check your You may call the hotline any time to check your point balance. Select the point query option point balance. Select the point query option when prompted. NOTE: These calls do when prompted. NOTE: These calls do notnot generate instant winner points or entries for a generate instant winner points or entries for a Grand Prize certificate.Grand Prize certificate.

• Point balances can also be checked on-line at Point balances can also be checked on-line at www.incentivesonline.com/pmc-sjh.

• Login with your employee/volunteer ID #.Login with your employee/volunteer ID #.

You can win MORE points You can win MORE points with with You Did It Right!You Did It Right! Cards Cards

How to ReceiveHow to ReceiveYou Did It Right!You Did It Right! Cards Cards

• You will receive a You will receive a You Did It RightYou Did It Right! Card when you are ! Card when you are observed demonstrating one of the behaviors printed observed demonstrating one of the behaviors printed on the card.on the card.

• The Leader awarding the card should write his/her The Leader awarding the card should write his/her employee ID # where it says, “Observer.”employee ID # where it says, “Observer.”

• Call the phone number on the card, choose “You Did It Call the phone number on the card, choose “You Did It Right” from the menu and enter the PIN number on the Right” from the menu and enter the PIN number on the card.card.

• You may hear a message that you have won more You may hear a message that you have won more award points.award points.

• Every caller will receive another entry for a Grand Prize Every caller will receive another entry for a Grand Prize certificate.certificate.

How Do You Redeem Points?How Do You Redeem Points?

Refer to the handout from your Leader for a point list of gift Refer to the handout from your Leader for a point list of gift items.items.

Complete the order form. You may use the form given to you Complete the order form. You may use the form given to you by your Leader or go to the start menu on your Department by your Leader or go to the start menu on your Department computer. You also may order online at computer. You also may order online at www.incentivesonline.com/pmc-sjh.

Points will automatically be deducted from personal accounts Points will automatically be deducted from personal accounts when the order is processed. Merchandise is shipped to the when the order is processed. Merchandise is shipped to the participant’s home by UPS and normally takes one to two participant’s home by UPS and normally takes one to two weeks after receipt of an order.weeks after receipt of an order.

Can You Combine Points Can You Combine Points From From You Did It Right!You Did It Right! Cards Cards

and SmartCard Calls?and SmartCard Calls?

Yes! You can use all the points in your Yes! You can use all the points in your account from SmartCard and account from SmartCard and You Did it Right!You Did it Right! card calls to the hotline.card calls to the hotline.

All award points will automatically be All award points will automatically be deducted from your personal account when deducted from your personal account when orders are filled! orders are filled!

Sorry -- lost cards cannot be Sorry -- lost cards cannot be replaced!replaced!

Treat SmartCards andTreat SmartCards andYou Did It Right!You Did It Right! Cards like Cards like

Cash!Cash!

How Will Grand Prize How Will Grand Prize Certificates be Awarded?Certificates be Awarded?

The First Grand PrizeThe First Grand Prize will be awarded in will be awarded in April 2008 from all the entries generated by April 2008 from all the entries generated by SmartCard and YouSmartCard and You Did It Right! Did It Right! Card calls. Card calls.

Additional drawingsAdditional drawings will be held every will be held every month to award a certificate.month to award a certificate.

Each Grand Prize certificateEach Grand Prize certificate is worth 200 is worth 200 award points.award points.

Qualifying to Win a Qualifying to Win a Grand Prize Certificate Grand Prize Certificate

…… At the time of the drawing, individuals At the time of the drawing, individuals

who have participated in License to who have participated in License to Serve are eligible to win.Serve are eligible to win.

TimelineTimeline• Feb. 14, 2008 – Kickoff with Hospital Feb. 14, 2008 – Kickoff with Hospital

LeadersLeaders

• March 2008 – Introduction of SmartCard March 2008 – Introduction of SmartCard and distribution at Department Meeting.and distribution at Department Meeting.

• April 2008 – April SmartCard distributed at April 2008 – April SmartCard distributed at Department Meeting.Department Meeting.

• April 15, 2008 – Grand Prize winner April 15, 2008 – Grand Prize winner announced.announced.

• May 15, 2008 – Grand prize winner May 15, 2008 – Grand prize winner announced. announced.

• June 2008 – June SmartCard distributed at June 2008 – June SmartCard distributed at Department Meeting.Department Meeting.

• June 15, 2008 – Grand prize winner June 15, 2008 – Grand prize winner announced.announced.

Only current employees, volunteers and Only current employees, volunteers and physicians can redeem points and Grand physicians can redeem points and Grand Prize certificates. If your affiliation with Prize certificates. If your affiliation with Providence or Saint John ends, you lose Providence or Saint John ends, you lose all unredeemed points and certificates.all unredeemed points and certificates.

All new employees will receive All new employees will receive information about License to Serve information about License to Serve during their orientation.during their orientation.

To learn more about this initiative, visit To learn more about this initiative, visit www.incentivesonline.com/pmc-sjh.

IMPORTANT!IMPORTANT!

FrequentlyFrequentlyAsked Asked

QuestionsQuestions

Q:Q: Who can participate in Who can participate in License to Serve?License to Serve?

A:A: PRL, Broadlane, Horizon, PRL, Broadlane, Horizon, HCFS and ARAMARK HCFS and ARAMARK employees, along with employees, along with Providence and Saint John Providence and Saint John employees, volunteers and employees, volunteers and physicians are eligible to physicians are eligible to participate in License to participate in License to Serve.Serve.

Q:Q: What ID # do I use when I What ID # do I use when I call the hotline or order a call the hotline or order a gift?gift?

A:A: Use the employee or Use the employee or volunteer number located volunteer number located on the back of your badge.on the back of your badge.

Q:Q: What are award points and What are award points and what do I do with them?what do I do with them?

A:A: You receive award points You receive award points when you call the hotline to when you call the hotline to record answers to SmartCard record answers to SmartCard questions or to redeem a questions or to redeem a You Did It Right! card. Use You Did It Right! card. Use the points to order gifts from the points to order gifts from the Award of Excellence the Award of Excellence Catalog.Catalog.

Q:Q: What if I lose my What if I lose my You Did It You Did It Right!Right! card before card before redeeming it?redeeming it?

A:A: We’re sorry, but lost cards We’re sorry, but lost cards cannot be replaced. Once cannot be replaced. Once you call the hotline to you call the hotline to redeem the card, you may redeem the card, you may discard it.discard it.

Q:Q: How can I know how many How can I know how many points I have?points I have?

A:A: Call the hotline and choose Call the hotline and choose the point query option or the point query option or check online at check online at www.incentivesonline.com/pmc-sjh. Login with your ID #.Login with your ID #.

Q:Q: Can I give my points to Can I give my points to another employee or another employee or volunteer?volunteer?

A:A: No. Points and Grand Prize No. Points and Grand Prize certificates are not certificates are not transferable. If your transferable. If your employment or volunteer employment or volunteer status with Providence or status with Providence or Saint John ends, you forfeit Saint John ends, you forfeit all unused award points and all unused award points and certificates.certificates.

Q:Q: How will I know I have won How will I know I have won a Grand Prize certificate?a Grand Prize certificate?

A:A: You will be notified by your You will be notified by your leader that your name was leader that your name was pulled in the drawing. pulled in the drawing. Then, you will be awarded Then, you will be awarded your Grand Prize certificate.your Grand Prize certificate.

Q:Q: Can you win more than Can you win more than one Grand Prize one Grand Prize certificate?certificate?

A:A: You may only win one Grand You may only win one Grand Prize certificate per calendar Prize certificate per calendar year.year.

Q:Q: How long does it take to How long does it take to receive a catalog item?receive a catalog item?

A:A: After mailing in your order After mailing in your order or ordering online, your gift or ordering online, your gift will be sent by UPS to your will be sent by UPS to your residence. This may take residence. This may take one to two weeks.one to two weeks.

Q:Q: When I complete a gift When I complete a gift order form, how will the order form, how will the Award of Excellence Award of Excellence Center know whether I Center know whether I have enough points?have enough points?

A:A: Personal point accounts are Personal point accounts are checked when orders are checked when orders are received. The points are received. The points are automatically deducted automatically deducted from your account when from your account when the order is filled.the order is filled.

Q:Q: What if I have questions about What if I have questions about the program?the program?

A:A: Call the Award of Excellence Call the Award of Excellence Program at Bill Sims, Inc. at 1-Program at Bill Sims, Inc. at 1-800-275-9171 if you have a 800-275-9171 if you have a question regarding the hotline, question regarding the hotline, point accumulation and gift point accumulation and gift distribution. This organization is distribution. This organization is administering License to Serve. administering License to Serve. For other questions, contact For other questions, contact Catherine Rice at ext. 5006.Catherine Rice at ext. 5006.

Remember – Remember – It takes ALL of Us to be It takes ALL of Us to be

Number-One Number-One in Service Excellence atin Service Excellence at

Providence and Saint Providence and Saint John!John!