introducing reward & recognition initiative leader’s overview

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INTRODUCING INTRODUCING Reward & Recognition Reward & Recognition Initiative Initiative Leader’s Overview Leader’s Overview

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INTRODUCINGINTRODUCING

Reward & Recognition Reward & Recognition InitiativeInitiative

Leader’s OverviewLeader’s Overview

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!

As a Leader at As a Leader at Providence Medical Providence Medical

Center Center and Saint John Hospital…and Saint John Hospital…

One of your key responsibilities is One of your key responsibilities is building an environment that fosters building an environment that fosters service excellence.service excellence.

Everyone needs a “license to serve” Everyone needs a “license to serve” and you, our leaders, have the key to and you, our leaders, have the key to driving service excellence!driving service excellence!

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.

Why Formalize Recognition?Why Formalize Recognition?

• Recognize “role modeling” behaviors.Recognize “role modeling” behaviors.

• Create an inviting environment for Create an inviting environment for our staff, volunteers, physicians and our staff, volunteers, physicians and patients.patients.

• Promote consistency within Promote consistency within Providence and Saint John.Providence and Saint John.

Show Them Something Show Them Something Besides MoneyBesides Money

Non-Monetary Awards to Motivate StaffNon-Monetary Awards to Motivate Staff

• 27% of individuals 27% of individuals improved performance improved performance with incentive programs.with incentive programs.

• 92% of surveyed 92% of surveyed workers achieved their workers achieved their goals due to incentive goals due to incentive programs.programs.

• Long-term incentive Long-term incentive programs achieve a programs achieve a 44% gain vs. short term 44% gain vs. short term at 29%.at 29%.

• Non-monetary incentive Non-monetary incentive programs work because they programs work because they are perceived as rewards-the are perceived as rewards-the equivalent of a “trophy”.equivalent of a “trophy”.

• Research shows that cash Research shows that cash rewards do not motivate rewards do not motivate extra effort because cash is extra effort because cash is typically spent on typically spent on necessities.necessities.

• Cash rewards are taxable at Cash rewards are taxable at a rate of at least 30%.a rate of at least 30%.

Source: “Does Recognition Work?”By Bill Sims Jr.

Cash Rewards are Spent Cash Rewards are Spent on…on…

• 29% Spent on bills29% Spent on bills

• 18% Do not remember18% Do not remember

• 11% Household items11% Household items

• 11% Savings11% Savings

• 9% Special personal 9% Special personal treattreat

• 5% Vacation5% Vacation

• 17% Something else17% Something else

Source: “Guilt and Non-Cash Incentives”By Dr. Jeffrey Scott, University of Waterloo

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

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

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

How was This Initiative How was This Initiative Developed?Developed?

CEO assembled a team of individuals to CEO assembled a team of individuals to develop ‘out of the box’ ideas.develop ‘out of the box’ ideas.

Team researched and dialogued about Team researched and dialogued about possible ideas for increasing possible ideas for increasing communication.communication.

Team recommended a comprehensive Team recommended a comprehensive plan to address communication, plan to address communication, increase morale and build an inviting increase morale and build an inviting and fun environment at the hospitals.and fun environment at the hospitals.

How was This Initiative How was This Initiative Developed?Developed?

The first way to “connect” with employees The first way to “connect” with employees and others is to strengthen the foundation and others is to strengthen the foundation for communication and to focus on key core for communication and to focus on key core values and service behaviors. License to values and service behaviors. License to Serve accomplishes this strategy.Serve accomplishes this strategy.

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

Team is focusing on other initiatives that Team is focusing on other initiatives that will further connect, inspire and move our will further connect, inspire and move our organizations well into the future.organizations well into the future.

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

Monitoring EffectivenessMonitoring Effectiveness

• Reports will be generated that track the Reports will be generated that track the participation levels of employees and participation levels of employees and volunteers.volunteers.

• These reports will indicate who is participating, These reports will indicate who is participating, which Department they are affiliated with and which Department they are affiliated with and which Leaders are participating.which Leaders are participating.

• These reports will be distributed to members of These reports will be distributed to members of the License to Serve Task Force as well as the the License to Serve Task Force as well as the Senior Leadership Team.Senior Leadership Team.

Leader ExpectationsLeader Expectations

Every Every otherother month, you will month, you will receive the following materials receive the following materials to help reinforce a core to help reinforce a core value/service behavior:value/service behavior:

SmartCards with a brief SmartCards with a brief overview of the core overview of the core value/service behavior and two value/service behavior and two True/False questions.True/False questions.

Matching posters that reinforce Matching posters that reinforce the core value/service behavior.the core value/service behavior.

Leader ExpectationsLeader Expectations

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

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

Answer any questions they have about Answer any questions they have about the topic or how the Initiative works.the topic or how the Initiative works.

Encourage participants to record their Encourage participants to record their answers in a timely manner.answers in a timely manner.

Encourage Participants to Encourage Participants to Record Their Answers:Record Their Answers:

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

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

• NOTE: Each SmartCard will be “live” for 2 NOTE: Each SmartCard will be “live” for 2 months. For example, the April 2008 card can months. For example, the April 2008 card can be called in to the hotline through May 31.be called in to the hotline through May 31.

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.

• Callers can use instant winner points Callers 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 a participant is not an instant Even if a participant is not an instant winner, they will earn a chance at a winner, they will earn a chance at a Grand Prize certificate just for Grand Prize certificate just for calling.calling.

Remind Participants not to Call Remind Participants not to Call More Than Once to Record More Than Once to Record

Answers!Answers!• The SmartCard Hotline will not allow The SmartCard Hotline will not allow

participants to record answers to a particular participants to record answers to a particular SmartCard more than once.SmartCard more than once.

• They may call the hotline any time to check They may call the hotline any time to check their point balance. They should select the their point balance. They should select the point query option when prompted. NOTE: point query option when prompted. NOTE: These calls do These calls do notnot generate points or entries for generate points or entries for a Grand Prize certificate.a 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 #.

To Help You Explain to To Help You Explain to Participants How the Initiative Participants How the Initiative

Works …Works …Participants will receive a letter mailed to their Participants will receive a letter mailed to their homes explaining how the SmartCard Hotline homes explaining how the SmartCard Hotline works, how to earn rewards, how to qualify for works, how to earn rewards, how to qualify for Grand Prize certificates and how to order gifts. Grand Prize certificates and how to order gifts.

Directors will receive:Directors will receive: SmartCards to distribute with a brief overview of how SmartCards to distribute with a brief overview of how

the initiative works and two True/False questions.the initiative works and two True/False questions.

You Did It Right!You Did It Right! cards for Leaders. cards for Leaders.

Award of Excellence catalogs, from which participants Award of Excellence catalogs, from which participants may choose gifts. (Be sure to keep a supply of these may choose gifts. (Be sure to keep a supply of these on-hand.)on-hand.)

Brochure and Resource Card.Brochure and Resource Card.

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

CardsCards

Leaders Award Leaders Award You Did It Right!You Did It Right! Cards Cards

• When you see an individual demonstrating one of the When you see an individual demonstrating one of the behaviors printed on a behaviors printed on a You Did It RightYou Did It Right! Card, give ! Card, give them a card.them a 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.”

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

• They may hear a message that they have won more They may hear a message that they 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.

Leaders Also Can Leaders Also Can Earn Points!Earn Points!

• When participants redeem a When participants redeem a You Did You Did It Right!It Right! card, you will receive card, you will receive points.points.

• You will also be eligible to answer You will also be eligible to answer the SmartCard questions by calling the SmartCard questions by calling the hotline. When you do, you may the hotline. When you do, you may hear a message that you have won hear a message that you have won more award points. You also will more award points. You also will receive an entry for a Grand Prize receive an entry for a Grand Prize certificate.certificate.

How Do Participants Redeem How Do Participants Redeem Points?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! Participants can use all the points in their Yes! Participants can use all the points in their 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 the participant’s personal deducted from the participant’s personal account when orders are filled.account when orders are filled.

Remind participants that lost Remind participants that lost cards cannot be replaced!cards cannot be 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 at In Service Excellence at

Providence and Saint Providence and Saint John!John!

For more information for Leaders on For more information for Leaders on how to successfully introduce this how to successfully introduce this

new initiative, visit the Leader’s Page new initiative, visit the Leader’s Page at:at:

www.incentivesonline.com/pmc-sjhwww.incentivesonline.com/pmc-sjh