Resources for the CAREFUL leader
people before process

a compassionate
approach to healthcare
improvement
  • Home
  • Themes
    • Preliminaries
    • Committed
    • Active
    • Responsive
    • Energetic
    • Focused
    • Uniform
    • Leading
  • Solutions
    • Individual
    • Team
    • Business Case
    • Organisation >
      • Patient Experience
      • Staff Experience
      • Leadership Development
      • Decision Making
      • Reputation
      • Efficiency
    • The Hospital Game
    • Governors
  • Concepts
    • The CAREFUL organisation
    • The Three Circles
    • The Elephant and the Rider
    • Implementation Cliff-face
  • Elements
    • Behavioural Guidelines
    • Breakthrough Leadership
    • Coaching and Buddying
    • Complaint Handling
    • Compliment Handling
    • Customer Service
    • Dealing with Negativity
    • Delivery Teams
    • Do-Say Don't-Says
    • First or Best
    • Induction
    • Kindness and Compassion
    • Leadership Rounds
    • Leadership Training
    • Meeting Effectiveness
    • Measuring Leadership
    • Organisational Management System
    • Patient Forums
    • Performance Boards
    • Process Documentation
    • Publicising First or Best
    • Recognising Great Performance
    • Staff Forums
    • Staff led recruitment
    • Staff Surveys
    • Talking up
    • Telephone Follow-up
    • Thank you letters
  • Book
    • Get the book
    • About the Author
    • Translations >
      • Gujarati
      • Mandarin
    • Reviews
  • Help
    • Untitled
    • About Us
    • Ambassadors
    • Partners
    • Clients
    • Contact us
    • Forum
  • Blog
  • Feedback

Update on the state of the beehive

20/9/2012

1 Comment

 
I got several responses to my post yesterday. Here’s one:

as far a i am concerned the beehive has been well and truly kicked over and stamped upon. Retreating to survival mode. Turn up, do the job and go home until new management eventually occurs. Not a good place to be at the moment.

The second, more encouraging, response was this:

the Trust where I work DOES have a compliments “procedure”. Better still it has a system of actively seeking out staff & volunteers who have gone the extra mile for patients & relatives, with quarterly & an annual awards ceremony. … It is something that has been actively promoted by our Chief Executive, since he has been in post – and undoubtedly is making a difference for our staff, our honey pots are filling up!

So, I stand corrected – there IS a trust out there that has a compliments procedure. In this case it Colchester University NHS Foundation Trust.

They add:

we send all praise correspondence (email or paper) to our clinical audit team who count how many we get a month.

They also ask people who send praise by email to to five things (which they almost always do):

  1. Enter the team or person onto a survey site to nominate them for their internal awards
  2. Forward their letter to the local newspaper (they give the email)
  3. “Rate and Comment” the hospital on NHS Choices (where it is clearly paying off)
  4. Get permission to publish their comments, anonymised
  5. Become a foundation trust member
Of the two trusts, I know where I would prefer to be a patient.

Congratulations to the mangaement team at Colchester for doing what every trust should be doing.



1 Comment
Markham Nightlife link
4/7/2014 02:34:20 pm

Great site, was just reading and doing some work when I found this page

Reply



Leave a Reply.

    Archives

    March 2014
    February 2014
    December 2013
    November 2013
    January 2013
    December 2012
    September 2012
    July 2012
    June 2012

    RSS Feed

    View my profile on LinkedIn

Search material on this site

Creative Commons Licence
All material in this website is licenced under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License. (In brief, this means you can use it all, for free, providing you attribute it to us - and don't try to make any money out of it). Downloading any material from this website implies acceptance of this licence.

Comment on this page


Contact Us    -    About Us   -   Our Privacy Policy   -   Licence Terms
Photo used under Creative Commons from Ednaar