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INTRODUCING

INTRODUCING. Reward & Recognition Initiative. What Does it Take to be Number-One in Service Excellence?. ALL OF US!. What are the Goals of License to Serve “I XL 4 U”?. To strengthen service excellence, quality improvement and education.

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INTRODUCING

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  1. INTRODUCING Reward & Recognition Initiative

  2. What Does it Take to be Number-One in Service Excellence? ALL OF US!

  3. What are the Goals of License to Serve “I XL 4 U”? • To strengthen service excellence, quality improvement and education. • To enhance a spirit of collaboration, foster clear and consistent communications and best utilize our time and talents.

  4. A New Approach to Achieving Service Excellence: License to Serve “I XL 4 U” • License to Serve is a reward and recognition initiative that connects employees, volunteers and physicians to strategies that will impact us well into the future. • The focus is on rewarding and recognizing individuals for role modeling service excellence.

  5. Through the License to Serve Initiative... • Employees and volunteers may earn points redeemable for a selection of gifts from the Award of Excellence Catalog. • They’ll also receive chances at winning a monthly Grand Prize certificate. • Physicians will be invited to participate in the initiative in the future. • PRL, Broadlane, Horizon, HCFS and ARAMARK employees, along with Providence and Saint John employees, volunteers, and physicians are eligible to participate in License to Serve.

  6. License to ServeTaskforce Craig Kraft, PMC-SJH Food Service Catherine Rice, PMC-SJH Business Development Janie Schumaker, PMC Emergency Services Dawn Walters, PMC Quality Management Sponsors Carolyn Bowmer, Administration Mike Dorsey, Administration Resource Brenda Farwell, Human Resources

  7. How the Initiative Works… • Every other month, during your Department Meeting, you will receive a SmartCard containing a brief overview of a core value/service behavior and two True/False questions. • You also will notice matching posters on display in your work area that reinforce the core value/service behavior.

  8. Your Leader Will: • Review the core value/service behavior during the monthly Department Meeting. • Distribute SmartCards and discuss the content and questions with you. • Answer any questions you have about the topic or how the initiative works. • Encourage you to record your answers in a timely manner.

  9. Record Your Answers: • To record your answers, call the SmartCard Hotline at 1-866-690-6339. • Key in your Employee/Volunteer ID # and the Quiz # printed on the SmartCard. • Follow the prompts to record your answers to the two True/False questions.

  10. Instant Winners • Every month, a random number of Hotline callers will hear a message that they are an instant winner of points. • You can use instant winner points immediately by ordering a gift from the Award of Excellence Catalog or save them up for a higher-level gift. The points will be recorded in an account for each participant. • Even if you are not an instant winner, you will earn a chance at a Grand Prize certificate just for calling.

  11. Do Not Call More Than Once to Record Your Answers! • The SmartCard Hotline will not allow you to record answers to a particular SmartCard more than once. • You may call the hotline any time to check your point balance. Select the point query option when prompted. NOTE: These calls do not generate instant winner points or entries for a Grand Prize certificate. • Point balances can also be checked on-line at www.incentivesonline.com/pmc-sjh. • Login with your employee/volunteer ID #.

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

  13. How to Receive You Did It Right! Cards • You will receive a You Did It Right! Card when you are observed demonstrating one of the behaviors printed on the card. • The Leader awarding the card should write his/her employee ID # where it says, “Observer.” • Call the phone number on the card, choose “You Did It Right” from the menu and enter the PIN number on the card. • You may hear a message that you have won more award points. • Every caller will receive another entry for a Grand Prize certificate.

  14. How Do You Redeem Points? Refer to the handout from your Leader for a point list of gift items. Complete the order form. You may use the form given to you by your Leader or go to the start menu on your Department computer. You also may order online at www.incentivesonline.com/pmc-sjh. Points will automatically be deducted from personal accounts when the order is processed. Merchandise is shipped to the participant’s home by UPS and normally takes one to two weeks after receipt of an order.

  15. Can You Combine Points From You Did It Right! Cards and SmartCard Calls? Yes! You can use all the points in your account from SmartCard and You Did it Right! card calls to the hotline. All award points will automatically be deducted from your personal account when orders are filled!

  16. Treat SmartCards and You Did It Right! Cards like Cash! Sorry -- lost cards cannot be replaced!

  17. How Will Grand Prize Certificates be Awarded? • The First Grand Prize will be awarded in April 2008 from all the entries generated by SmartCard and You Did It Right! Card calls. • Additional drawings will be held every month to award a certificate. • Each Grand Prize certificate is worth 200 award points.

  18. Qualifying to Win a Grand Prize Certificate … • At the time of the drawing, individuals who have participated in License to Serve are eligible to win.

  19. Timeline • Feb. 14, 2008 – Kickoff with Hospital Leaders • March 2008 – Introduction of SmartCard and distribution at Department Meeting. • April 2008 – April SmartCard distributed at Department Meeting. • April 15, 2008 – Grand Prize winner announced. • May 15, 2008 – Grand prize winner announced. • June 2008 – June SmartCard distributed at Department Meeting. • June 15, 2008 – Grand prize winner announced.

  20. IMPORTANT! • Only current employees, volunteers and physicians can redeem points and Grand Prize certificates. If your affiliation with Providence or Saint John ends, you lose all unredeemed points and certificates. • All new employees will receive information about License to Serve during their orientation. • To learn more about this initiative, visit www.incentivesonline.com/pmc-sjh.

  21. FrequentlyAsked Questions

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

  23. Q: What ID # do I use when I call the hotline or order a gift? A: Use the employee or volunteer number located on the back of your badge.

  24. Q: What are award points and what do I do with them? A: You receive award points when you call the hotline to record answers to SmartCard questions or to redeem a You Did It Right! card. Use the points to order gifts from the Award of Excellence Catalog.

  25. Q: What if I lose my You Did It Right! card before redeeming it? A: We’re sorry, but lost cards cannot be replaced. Once you call the hotline to redeem the card, you may discard it.

  26. Q: How can I know how many points I have? A: Call the hotline and choose the point query option or check online at www.incentivesonline.com/pmc-sjh. Login with your ID #.

  27. Q: Can I give my points to another employee or volunteer? A: No. Points and Grand Prize certificates are not transferable. If your employment or volunteer status with Providence or Saint John ends, you forfeit all unused award points and certificates.

  28. Q: How will I know I have won a Grand Prize certificate? A: You will be notified by your leader that your name was pulled in the drawing. Then, you will be awarded your Grand Prize certificate.

  29. Q: Can you win more than one Grand Prize certificate? A: You may only win one Grand Prize certificate per calendar year.

  30. Q: How long does it take to receive a catalog item? A: After mailing in your order or ordering online, your gift will be sent by UPS to your residence. This may take one to two weeks.

  31. Q: When I complete a gift order form, how will the Award of Excellence Center know whether I have enough points? A: Personal point accounts are checked when orders are received. The points are automatically deducted from your account when the order is filled.

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

  33. Remember – It takes ALL of Us to be Number-One in Service Excellence atProvidence and Saint John!

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