At the UMMHC, recognition had always been a part of their culture; and things weren’t going poorly when Denise White, Past Chairperson, UMMHC Employee Recognition Program Coordinator stepped in. The problem was that the recognition program at the time was very formal. Employees enjoyed these formal events but aside from the 2-3 times a year that they would happen, everyday recognition was almost nonexistent. White knew that she needed to implement some form of informal recognition to pick things up.
“It was a good business strategy to encourage departments to use both cash and non-cash rewards in recognition,” White said. Not only did it save money in the short-term, the long term effects were outstanding.
White and the UMMHC recognition committee came up with the You’re Super program. This was a non-cash recognition program that allowed employees to nominate fellow employees for recognition awards and patients within in the hospital to do the same.
“The You’re Super program was implemented to showcase staff who demonstrated exemplary customer service or patient care.” Every person in every department is involved – all 12,000 employees participating in the same program with the same rules.
Anyone – be it patients or fellow staff members – can nominate a staff member to receive a You’re Super award either by using a nomination form set up throughout the hospital or by going on to the UMMHC Intranet. Nominations are then forwarded to the staff member’s department so that department heads get a chance to be part of the recognition as well. On average, 1500 nominations are submitted within a 3 month period. Awardees receive a special lapel pin, certificate and an invitation to a quarterly reception.
Immediately after implementing this program White said that she saw an increase in morale and staff satisfaction. All of that from an inexpensive lapel pin and a printed paper award! Non-cash, tangible rewards that make a difference.
It has been several years since the You’re Super program began and every year it gains momentum. In fact, due to its recognition efforts, the UMMHC was the recipient of the 2005 Performance Through People Award presented by the Forum for People Performance Management and Measurement at Northwestern University. The UMMHC was the first not-for-profit and first health care organization to receive the award. Previous winners include Southwest Airlines, The Container Store, CDW Computer Centers, Dell, Nordstrom and Marriott.
This award is given to organizations with strategic and proactive recognition programs. All nominees are evaluated on the consistency and depth of their programs. The UMHHC provides recognition from top to bottom – from the CEO, to the department supervisors, to patients and customers, down to an internal recognition-dedicated website.
The UMMHC was also recently recognized in U.S. News & World Report’s 2005 edition of America’s Best Hospitals as one of 16 institutions to gain honor roll status. With an average outpatient satisfaction score of 88 out of 100 and an employee retention rate of 92 percent, White comments that the UMMHC’s recognition program is a great part of all of their high scores and honors.
What’s the best part of the recognition program? White said, “It’s the opportunity to be recognized by patients, families and visitors that has created an atmosphere that contributes to our bottom line.” The ability to include their visitors in the non-cash recognition program has really changed the way the UMHHC works; all of this success with very little cash being doled out.
Since 2001, Baudville has been a partner with the UMMHC in supplying recognition tools and supplies to complete their programs. Sure, everyone loves a little money in their pocket, but the personal rewards gained from a tangible recognition reward or gift are priceless.
Baudville offers thousands of items in diverse price ranges and styles to meet all of your non-cash recognition needs. Go online to Baudville.com today to find more information or to request a free catalog.