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Mid-Atlantic Hospital’s Increase in Patient Satisfaction

Client Overview

A regional hospital in the Mid-Atlantic area with 2,500 employees was interested in an employee engagement platform that would drive patient satisfaction.

Recognition Goals

  • Create a positive culture of recognition
  • Promote behaviors that exemplify the four core values: Respect, Integrity, Teamwork, and Excellence.
  • Encourage behaviors that positively impact the health of the community including patient satisfaction and safety.
  • Create a reward system that engages employees and reinforces achievement.
  • Provide leadership a tool to recognize employees, allowing an opportunity for a personal connection between upper management and employees.
  • Develop a platform that incorporates all recognition initiatives into one umbrella system.
  • Consistently communicate and train both upper management and employees on the importance of this program.

Solutions

A custom program was created for the client that included On-the-Spot Recognition, Personal Touch Points for above and beyond behaviors, VIP Touch Points for exceptional acts, Employee of the Month/Year, Special Recognition for individuals and their outstanding efforts, and Years of Service.

Results

  • Awarded America’s Best Hospital by US News & World Report
  • Solucient’s 100 Most Improved Hospitals
  • Patient Satisfaction increased by 20%
  • Employee Satisfaction increased in nine categories, with the most improvement in: immediate supervision, performance management, and employee engagement

Testimonials

"Their expertise in employee recognition and their exceptional customer service have resulted in our ability to offer a high quality reward and recognition program that is unique in our marketplace, well received by our staff and, most importantly, instrumental in the achievement of our goals."

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