CHANGING HEADLINES IN THE

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1 CHANGING HEADLINES IN THE

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3 Introduction is a very simple process that has grown into a powerful force. The recent years of working with some of the very best NHS Trusts has been a voyage of discovery for us. We ve come to realise that this process can genuinely help to create a great place to work, provide great results and create a great place to be a patient. Every day we receive outstanding feedback from managers, employees and patients that has had an impact on them. It is inspirational for employees, it delights the patients and it s giving management a valuable, fresh line of patient feedback. This booklet explains why has become such an important process for NHS Trusts, how Trusts have implemented and the results they have produced. Page 2 Launching Page 4 WOW! That s What I Call Patient Experience Page 6 Proud to be NHS Page 8 Results Page 10 Because We Care Page 12 Inspiring People in the NHS to Deliver a Great Patient Experience

4 Launching Telling your patients that you are using is a very powerful step towards raising your own standards. Telling your employees that you are going to be catching them doing things right is motivating in itself. gives you the chance to say Thank You to your employees when they have gone above and beyond their normal duties. It s simple! All you have to do is inform your patients and employees that you are using and invite them to take part. Informing your employees about Launch Meetings A great way to inform your employees about is to hold a launch meeting. This is a great way to get your employees excited about receiving fantastic patient feedback. A member of team would be happy to attend and talk about the benefits of the scheme and explain how it would work for your teams. You could hold a launch party with tea and WOW! cupcakes, where you can hand out flyers to patients and employees. Invite your local press along to your launch day to shout about the great things happening in your Trust. We embarked on The WOW! Awards to allow our patients to have a voice and to give recognition where staff are doing exceptional work. People advise us when things don t go well. allows both staff and patients to tell us when something exceptional has been done! Hein Scheffer, Director of HR & OD Page 2

5 Informing your patients about Publicise WOW! Using powerful marketing tools throughout the trust can be a simple and effective way to spread awareness of. You can place posters around the hospital, which could include QR codes for patients to use with their smart phones,taking them directly to your nomination page. WOW! Awards Help us recognise the hard work and dedication of staff. Making a nomination is easy, simply pick up a form today or submit your entry via our website at can be linked to your Friends and Family Test. When asking Would you recommend our service to friends and family? Just add..and is there anyone you would like to nominate for The WOW! Awards?. Nomination forms can be added to all patient discharge packs, making sure every patient has the opportunity to nominate your employees. Including those with no internet access. Flyers and business cards could be given out to patients, visitors and even your suppliers. Everyone is a customer, not just your patients. Adding a link at the bottom of your footers to your nomination page is a great way of spreading the word. Did you get the WOW! Factor today? If so, let them know! Nominate an individual or team for a WOW! Award and acknowledge the excellent care, or kindness they have shown you. To nominate just visit the below links: Page 3

6 WOW! That s What I Call Patient Experience Recognition is such an essential part of great leadership; it s one of the key drivers of great Employee Engagement. Remember nominations come from your patients, patients who have taken the time and made an effort to show their appreciation. This is the most sincere form of praise that you can receive. You have a HUGE opportunity when you present your people with their certificate from. You can make them feel Absolutely Brilliant! Here are a few tips on how to make your people feel absolutely brilliant! Presenting Certificates There are many ways you can present your monthly winners with their certificates. The key is to present certificates as soon as possible. You do not need to wait for a special ceremony. Go out into the workplace and present to people in front of their colleagues and patients. Present your winners at your monthly meetings. Read the nominations aloud on the wards when presenting the certificates to motivate your teams. It s lovely to be recognised for the work I do.. It was a lovely surprise to receive an award which is now framed on my living room wall! Plymouth Hospitals NHS Trust Employee Page 4

7 Capture the Moment Take a photograph. This will become part of your history. You can upload the picture to sit alongside the nomination and share those pictures at every opportunity including with us; we love to use them in our newsletters. Integrate with your Core Values When reading the nominations pick out key elements. Remind people about how the nomination fits in with your corporate values; this will help to connect your corporate strategy to front line behaviour. Patients can identify your core values too. When nominating you can ask your patients to decide what value they feel you are meeting and see things from the patient perspective. Make it Personal Working Together Improving Lives Quality of Care Compassion Respect Keep an eye on your nominations throughout the month and let people know that you ve seen their nomination. Involve your CEO and your board members in the presentation process. This really helps to connect your senior management with your front line and builds relationships. Give people some wall space and encourage them to display their certificates. can quickly become competitive. How good is that? Put a copy of the certificate into their personnel file. Just think about the implications that this might have in years to come. I read all of the nominations every month and I am always touched by what I read... Our staff are doing amazing things and it makes me feel extremely privileged to work here Donna Green, Deputy Chief Executive Page 5

8 Proud to be NHS allows you to celebrate your great success stories by using the nominations from your patients as great marketing tools. Helping you to encourage more positive headlines for the NHS. helps you to shout about how amazing your Trust is. There are many effective ways you can share your patient experiences, the quality of care and the standard of service you provide. Here are some ideas on how to shout about your success and change the headlines in the NHS! Write a Press Release Writing a press release and sending it to your local and national newspapers is one of the most effective ways to shout about your NHS Trust. provides us with a stream of great news about our staff and how much they are appreciated by their colleagues and by our patients Suzanne Rankin, Chief Executive Page 6

9 Win from your Winners! Use your customer stories and photos in your marketing. Make them a key feature of your website, brochures and your Social Media posts. Users of are changing headlines in the NHS. By using the nominations they receive, they can highlight the good things that are happening in the Trust. When you see the fantastic, POSITIVE stories about your Trust you will feel proud and your employees will feel appreciated. Her dedication to the job saved the life of my new born grandson...a week after his birth and being in SCBU for most of his little life, I am glad to say he is on the mend. I cant thank her enough! Social Media He is passionate and dedicated to his work and has touched my life, never letting me feel down. When I was given an 8% chance of living he was my guardian angel This team has treated her, fed her, laughed with her, fixed her TV, helped her to learn to walk again and cared for her. We will tell our friends and neighbours how good you are. Thank you for caring for my wife. WOW! Share your nominations on Social Media. Spread the word about how great the service is that you are providing to your patients. At Dorset County Hospital NHS Foundation Trust we each certificate recipient a picture of themselves receiving their award and every month we post a group photo on Twitter and Facebook Seth Palmer, Patient and Public Experience Administrator Page 7

10 Results has been proven to produce great results throughout several NHS Trusts. Helping them to create a great place to work and a great place to be a patient. Increasing employee satisfaction, employee engagement, employee retention and decreasing absenteeism. Nominations from your patients are very powerful and we provide you with the tools to produce reports and statistics for individual employees, teams and the overall success of the Trust. Generate Reports administration website allows you to create many variations of reports on a weekly, monthly and yearly basis. The reporting system is very flexible and can be set up to suit your Trust. The reports can be exported into excel and automated s can be set up to be sent to department leaders, your CEO and anyone else you would like to share your reports with. What are the Benefits? Flexible to your Trust Positive outcomes Balanced Feedback Great impact on employees Can be used in your CQC reports Monitor your progress effectively Use when presenting to your board members Ability to report on Friends and Family Test and NICE values Produces statistics for you to shout about in the press and social media Automatic reporting can be set up The results have had a fantastic impact on staff morale and has brought the Trust closer together... It s an amazing thing to have here at the Trust Judith Thompson, Organisational Development You can generate reports based on your nominations by: Nominee Department Winners Company Values Page 8

11 Integrate with NICE and Friends and Family Test The system can be tailored to fit in with your NICE and Friends and Family Test values. These can be added to winning certificates and reports can be produced around these values. We have linked to our Friends and Family test, it enables us to show the pride we have in our Trust Sarah Silverton, Patient and Experience Lead The UK s only customer nominated award for delivering great service Presented to: Ainslie Ward South Devon Healthcare NHS Foundation Trust 'Our ambition is for Torbay to be the best hospital of its class in England, achieving the highest standards and demonstrating excellence in all that we do.' Nomination: My wife is in the advanced stages of dementia, she can't talk, understand reason and she has this compunction to walk up to 12 hours a day. This means that she requires a nursing assistant 24 hours a day. Barbara has been in Ainslie twice in the last month and the kindness of ALL the staff has been amazing, life on a ward is hectic enough without having a patient and there carer marching up and down the ward corridor and trying to get out of the doors. The kindness, compassion and cheerfulness goes far beyond what I would consider their duty and has impressed me greatly, they deserve a WOW! Nominated by: James Gillespie Meeting the NICE patient experience standards in: 1. Respect & Dignity 2. Commitment to Quality of Care 3. Compassion 4. Improving Lives 5. Working Together for Patients 6. Everyone Counts Derek Williams Chief Executive, Ltd March 2015 Create Word Clouds The word cloud feature is a lovely way of showing what your patients are saying about you. The word cloud is a new feature on the administration site, it is a fantastic tool for sharing with your employees and patients either in your marketing material, on your website or in your monthly reports.the word cloud can be shown on plasma screens around an organisation for all to see. Page 9

12 Because We Care.. The several NHS Trusts using really do appreciate and recognise the hard work their employees do! Patients like to say Thank You and celebrating the nominations received by holding annual award ceremonies really is the icing on the cake! Award Ceremonies are not essential but are a great way to get your Trust together and celebrate individuals, teams and the overall Trust achievements. Medway NHS Foundation Trust Awards Torbay and Southern Devon Health and Care NHS Trust Dorset County Hostpital NHS Foundation Trust Page 10

13 Ashford and St Peter s Excellence of Staff Hampshire Hospitals Gala Ceremony Page 11

14 Inspiring People in the NHS to Deliver a Great Patient Experience not only generates great patient feedback but helps to inspire the people in the NHS to deliver a great patient experience. Improved Service Involving patients in catching people doing things right is improving Employee Engagement and motivation. Motivated employees are delivering better service to patients. Patient nominations provide management with a powerful insight into what their people do that isn t normally visible. Managers are changing KPIs in light of patient nominations to focus on what really matters to patients and improving service. Reduced Costs Better motivated employees generating less absence and employee turnover even in tough times. Increased productivity and systems streamlined to be more patient focused. Reduced management time spent dealing with patient complaints and resolving internal disputes. Areas that need training can be easily identified - training becomes better focused and more effective. Great Place to work Great Place to be a Patient Great Results Page 12

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