Official Contest Rules

Transcription

1 The Riverside Celebration & Patient Satisfaction Team present the Trailblazer Contest Open to Riverside Employees from 9/21/15 8/31/16 Official Contest Rules Why Trailblazer? We know we have amazing staff at Riverside who make a difference every day for their coworkers and our patients. The goal of the Trailblazer contest is to recognize our best of the best staff across all departments/areas in the health system. Staff to be recognized as Trailblazers are those staff who blaze remarkable journeys for their coworkers and our patients/residents through their exemplary consistency in living our key words and Professional Standards of Behavior. Contest Rules: Beginning in September, the Celebration and Patient Satisfaction Team will distribute the Key Words/Behaviors" to all Riverside departments. There s a special emphasis each period, such as Responding Promptly, Exceeding Expectations, Addressing Delays, etc. Learn and practice the Key Words and Key Behaviors, and use them consistently in your everyday conversations with patients, physicians, and co-workers. Your supervisors will be watching and listening for activities that mirror those spelled out on the poster and we and our patients will reap the benefits of this excellence. What can happen when I use Key Words/Behaviors? When an employee is consistently being a Trailblazer in words and actions, they may receive a special Riverside Trailblazer pin, to wear on their name badge with pride. Each employee is eligible to win ONE pin during the entire contest. This Trailblazer pin also entitles the bearer to a special Recognition Party (date to be announced but will occur in the fall of 2016), where he/she will have a chance to win a prize. NOTE: In order to WIN your own Trailblazer pin, you must be seen or heard USING the Key Words and behaviors while at work, AND be an employee that consistently lives or demonstrates the Riverside Professional Standards of Behavior. What else can I win? One lucky employee will win a special grand prize package at the Recognition Party. Riverside employees excluded from winning the package are providers and LEM leaders. To win the grand prize, the employee must be present at the Recognition Party and be actively employed by Riverside HealthCare in good standing. Employees need not be present to win any smaller prizes distributed. Grand prize winners cannot have won the grand prize at any of the previous events. All employees who win a Trailblazer pin must be employed by Riverside HealthCare System at the time of the party and NO transferring of pins to another employee will be allowed. No substitution of prize(s) will be allowed, but Winner may choose to use or sell his/her prize at his/her discretion and is responsible for any federal/state taxes on any/all prizes. You may recall we have awarded a trip to Hawaii and a Caribbean Cruise, a Mexican resort trip and other significant prizes in the past! Pay attention to each Trailblazer poster, and put them into practice every day on the job. In doing so, both employee and patient satisfaction scores can remain strong. In using the key words and living our Riverside Professional Standards of Behavior every day, you can be recognized for your Trailblazer excellence. All other interpretations of the rules and prize awards not listed here will be as decided by (and at the sole discretion of) the Riverside HealthCare Celebration and Patient Satisfaction Team in keeping with any Riverside policies, and State/Federal laws governing prize distribution. NOTE to LEADERS/MANAGERS: Please share these rules with ALL staff. And, please place the Trailblazer Key Words/Standards posters within easy view of each person in the department, and share them at huddles/meetings. More Questions? Address any questions to Janet Jensen (x4817).

2 Frequently Asked Questions How was the number of trailblazer pins determined? The number of pins to award to staff in your areas of responsibility was determined based looking at how many people you have primarily assigned to your department (s) as of 9/14/2015. Then, we calculated a target of number of pins to be awarded to no more than the top 10% of our workforce our best of the best. If you believe we have missed an area that is your responsibility and/or have questions about the number of pins provided to your area, please Janet Jensen to discuss/make any corrections. We look forward to partnering with you! How do I award the pins? Some departments in the past have asked their staff to contact their Director with suggestions/nominations for who should earn a pin and why and even prepared a ballot to vote in units/departments for who is most deserving of the pin in that department. We realize a Director cannot be in all places at all times, nor can we award as many pins as we might like. Please coordinate with your entire leadership team or open up for nominations from all staff with a story as to WHY a team member is deserving and use this information to help determine who the Trailblazer winner(s) is for your area. Please be sure to disperse pins across shifts and weekends too as this was a concern from staff last time..but most importantly, strive to reward those staff who are CONSISTENT examples or role models of teamwork and service excellence (your top 10% of performers). What if I and my team feel no one deserves the pin during a particular timeframe? You may choose to save the pin to award later during the contest period. NOTE: Do NOT exceed the number of pins allocated to you for the entire contest period. What if I use up my pin allocation early in the contest? When the pins are gone, they are gone. So, please use discretion and planning to disperse pins throughout the course of the contest period. How do I assure my employee gets an invitation to the Trailblazer Recognition Event? 1. When you have identified a trailblazer, you MUST submit a completed story form via one of these following methods: to Janet Jensen, fax to OD & Learning at , or interoffice mail to Janet Jensen in OD & Learning. We also ask that you take a picture of the pin being awarded to the employee and the photo to Janet for inclusion at the Recognition Event. 2. These pictures and stories will be used during the course of the contest to celebrate our staff and will all be used at the Trailblazer Recognition Event. What if an employee loses/breaks their pin? Contact Janet for a replacement. Thank you for your help to recognize our staff for their efforts to consistently blaze a trail for service excellence and teamwork! We couldn t do this without YOU!

3 Contest Nomination Form Name of Trailblazer Employee (remember providers and LEM Leaders are excluded): Department Name: What did the employee do? Using the space below or the back of this form, please share the moment you observed which will be publicly displayed at the Fall 2016 Recognition Event (please write legibly or print): LEM Leader Approval: I acknowledge this is a Riverside employee in good standing who is consistently exemplary in living our Professional Standards of Behavior: LEM Leader Signature: Date Submitted: NOTE: Contest runs from 9/21/2015 thru 8/31/2016. Through Trailblazer contests, our very best Riverside non-lem and nonprovider staff are eligible to win prizes in a random drawing. This contest helps us celebrate the teamwork and service provided to one another, and the remarkable caring experiences provided to patients and their loved ones. Submit completed forms to the OD & Learning Department. Cr eat ed: 9/ 2015

4 Trailblazer Contest Key Words/Behaviors Poster The 5 Fundamentals of Excellent Service Communication: AIDET Practice and support each other to use AIDET consistently with patients/residents, families and internal customers to assure you address their information needs. AIDET is NOT just for use when you enter the patient s room you use the A, D, and E throughout their entire stay/visit or phone call. AIDET builds trusting relationships and decreases anxiety by meeting the communication needs any customer expects. A = Acknowledge with eye contact I = Introduce yourself & manage up D E = Duration (how long will it take) = Explain what you will do T = Thank them & ask if they need anything else!

5 Key Words/Behaviors Poster Putting the I in AIDET Manage Up! Managing up others is creating a positive first impression before handing the customer off to another department /person. This helps decrease their anxiety. Here are some examples of managing up: Managing Up Coworkers Between Shifts: Hello, Mr. Smith. I will be going home now and Carrie will be your nurse tonight. I ve worked with Carrie for over five years and know you ll receive very good care from her. Managing Up Physicians: Mr. Smith, I see Dr. Simon is your physician. She s great at listening and answering questions. I think you ll be very pleased with the care you receive from Dr. Simon. Managing Up Other Departments: Hello, Mr. Smith. This afternoon you will have a CT in the Radiology Department. They have great technology the best available and excellent staff too. Don t Forget to Manage Up Yourself When you manage up yourself, you put patients & families at ease by telling them your job title, years of experience, certification or licensure, special training you have completed, and/or the # of procedures you have completed. Good Morning, Mrs. Smith. My name is Barbara. I am an X-ray technologist here at Riverside and will do your chest X-ray. I have been an X-ray tech for over 15 years and have completed hundreds of X-rays like what you ll have today. My goal is to provide you with very good care.