NHS Medway receive 368 nominations in 2011 and 718 in 2012:
Medway NHS Foundation Trust is committed to bringing its patients healthcare services in line with some of the best in the country. The Medway Maritime Hospital site is home to the Macmillan Cancer Care unit, the West Kent vascular centre, a state-of-the-art obstetrics theatre suite, the neonatal intensive care unit, a foetal medicine centre, a dedicated stroke unit and the West Kent centre for urology.
Medway NHS Foundation Trust has a new vision; to be seen as a centre of effective, modern healthcare delivery for the growing communities they serve. It is their aim that the Trust will become recognised as a high-performing provider of core and specialist health services with a distinctive, patient centred and responsive philosophy.
We asked Rita Lawrence, Head of Organisational Development, why The WOW! Awards is having such a positive effect and this is what she said…
The WOW! Awards show the hard work, commitment and dedication that our staff show to our patients every day. I am so thrilled that this month we have received a record number of nominations and for us at Medway, WOW! is firmly part of what we do. Our staff absolutely love being nominated as it shows the connection they have with their patients.
What made you join The WOW! Awards?
As part of our Patient Experience strategy we wanted to give our patients the opportunity to comment on where they had received an excellent experience. We had seen that wow was being used in the hospitality / retail sector and we thought that it could work for us too. Also we wanted to have something that would recognise our people for the wonderful care they give every day and because wow nominations come from patients, that means so much.
How long did it take to launch/ implement The WOW! Awards?
Not that long, from when we spoke with Derek initially, it was within 2/3 months.
How long did it take to really pick up within your organisation?
Instantly!! We started receiving a good level of nominations in our first month which we were thrilled about and we are now just past our second birthday and nominations are still increasing.
What impact it has had on your employees?
Our people working with our patients love the wow awards. They respect the fact that one of their patients has taken the time and effort to nominate them and when they actually win you can see from their faces what impact winning has on them. We now have great displays in wards of wow certificates, they are on the wall for everyone to see. We also know that seeing them has an impact on our patients. These winning certificates show that exceptional care, commitment and time will be given.
How is it benefiting management?
It’s all positive – and gives another side of a story, let’s focus on what is good, recognise our people for their hard work and dedication and be proud of what we deliver for our patients. As a leader you are measured by the success of the people you have working for you and the nominations and winners we have confirm that for me. Our CEO and Director of Nursing are strong advocates of the awards, this visible commitment is vital for us as an Organisation and has helped sustain the success.
How are you using your nominations? (For reports, on website, testimonials etc.)
The actual winning nomination is now printed on the back of the certificates for our winners. This was something that we asked the wow team to do for us and they did ! We have a separate part on our intranet to show our monthly winners and their photos. Number of wows received per month is included in our patient experience scorecard and also included in board debrief. Good news stories reported in local press – eg our first golden wow and Cheryl Morley.
How has The WOW! Awards helped your organisation achieve its financial target(s)?
Well hard to quantify, in terms of return on investment for the money, the awards pay for themselves. Cost of increased morale, pride and recognition – money can’t buy that.
Are there other benefits of using The WOW! Awards that you have identified?
Increased motivation and recognition – sometimes harder to quantify but evident when you see how much being nominated or winning means to individuals and teams.
Profile of excellent care / experience – competition between areas to win / be nominated.
Strong message to our patients about the level of experience they can expect to receive.
Positive news – instead of only negative, e.g last year our wow nominations/ winners exceeded the number of complaints.
Use as part of our annual awards ceremony recognising wow winners / teams.
Do you have any suggestions for how we could improve our service?
One little thing is when you have to input nominations received through the leaflets we have, once you submit the nomination the cells don’t automatically clear so when you type the next one you have to delete everything you did before. Some little and not sure if can be changed but thought I would ask.
“In common with most CEO’s, I have a healthy degree of scepticism when it comes to exciting new initiatives especially one that comes with the title “WOW”! However, I have been genuinely “wowed” by the reaction of our staff and patients to the introduction of the awards in our hospital. They are making a real impact in the relationship we have with our patients and providing a boost in positive feedback for our staff. I can completely recommend the WOW! Approach…” “The WOW! Awards keep our people motivated and reduce our costs.” – Mark Devlin, CEO