INTRODUCING Reward & Recognition Initiative Leader’s Overview

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

As a Leader at Providence Medical Center and Saint John Hospital… One of your key responsibilities is building an environment that fosters service excellence. One of your key responsibilities is building an environment that fosters service excellence. Everyone needs a “license to serve” and you, our leaders, have the key to driving service excellence! Everyone needs a “license to serve” and you, our leaders, have the key to driving service excellence!

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

Why Formalize Recognition? Recognize “role modeling” behaviors. Recognize “role modeling” behaviors. Create an inviting environment for our staff, volunteers, physicians and patients. Create an inviting environment for our staff, volunteers, physicians and patients. Promote consistency within Providence and Saint John. Promote consistency within Providence and Saint John.

Show Them Something Besides Money Non-Monetary Awards to Motivate Staff 27% of individuals improved performance with incentive programs. 27% of individuals improved performance with incentive programs. 92% of surveyed workers achieved their goals due to incentive programs. 92% of surveyed workers achieved their goals due to incentive programs. Long-term incentive programs achieve a 44% gain vs. short term at 29%. Long-term incentive programs achieve a 44% gain vs. short term at 29%. Non-monetary incentive programs work because they are perceived as rewards-the equivalent of a “trophy”. Non-monetary incentive programs work because they are perceived as rewards-the equivalent of a “trophy”. Research shows that cash rewards do not motivate extra effort because cash is typically spent on necessities. Research shows that cash rewards do not motivate extra effort because cash is typically spent on necessities. Cash rewards are taxable at a rate of at least 30%. Cash rewards are taxable at a rate of at least 30%. Source: “Does Recognition Work?” By Bill Sims Jr.

Cash Rewards are Spent on… 29% Spent on bills 29% Spent on bills 18% Do not remember 18% Do not remember 11% Household items 11% Household items 11% Savings 11% Savings 9% Special personal treat 9% Special personal treat 5% Vacation 5% Vacation 17% Something else 17% Something else Source: “Guilt and Non-Cash Incentives” By Dr. Jeffrey Scott, University of Waterloo

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. 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. The focus is on rewarding and recognizing individuals for role modeling service excellence.

Through the License to Serve Initiative... Employees and volunteers may earn points redeemable for a selection of gifts from the Award of Excellence Catalog. 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. They’ll also receive chances at winning a monthly Grand Prize certificate. Physicians also will be invited to participate in the initiative in the future. Physicians also will be invited to participate in the initiative in the future.

How was This Initiative Developed?  CEO assembled a team of individuals to develop ‘out of the box’ ideas.  Team researched and dialogued about possible ideas for increasing communication.  Team recommended a comprehensive plan to address communication, increase morale and build an inviting and fun environment at the hospitals.

How was This Initiative Developed?  The first way to “connect” with employees and others is to strengthen the foundation for communication and to focus on key core values and service behaviors. License to Serve accomplishes this strategy.  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.  Team is focusing on other initiatives that will further connect, inspire and move our organizations well into the future.

License to Serve Taskforce 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

Monitoring Effectiveness Reports will be generated that track the participation levels of employees and volunteers. Reports will be generated that track the participation levels of employees and volunteers. These reports will indicate who is participating, which Department they are affiliated with and which Leaders are participating. These reports will indicate who is participating, which Department they are affiliated with and which Leaders are participating. These reports will be distributed to members of the License to Serve Task Force as well as the Senior Leadership Team. These reports will be distributed to members of the License to Serve Task Force as well as the Senior Leadership Team.

Leader Expectations Every other month, you will receive the following materials to help reinforce a core value/service behavior: SmartCards with a brief overview of the core value/service behavior and two True/False questions. SmartCards with a brief overview of the core value/service behavior and two True/False questions. Matching posters that reinforce the core value/service behavior. Matching posters that reinforce the core value/service behavior.

Leader Expectations Review the core value/service behavior during the monthly Department Meeting. Review the core value/service behavior during the monthly Department Meeting. Distribute SmartCards and discuss the content and questions. Distribute SmartCards and discuss the content and questions. Answer any questions they have about the topic or how the Initiative works. Answer any questions they have about the topic or how the Initiative works. Encourage participants to record their answers in a timely manner. Encourage participants to record their answers in a timely manner.

Encourage Participants to Record Their Answers: Tell participants, “To record your answers, call the SmartCard Hotline at ” Tell participants, “To record your answers, call the SmartCard Hotline at ” “Key in your Employee/Volunteer ID # and the Quiz # printed on the SmartCard.” “Key in your Employee/Volunteer ID # and the Quiz # printed on the SmartCard.” NOTE: Each SmartCard will be “live” for 2 months. For example, the April 2008 card can be called in to the hotline through May 31. NOTE: Each SmartCard will be “live” for 2 months. For example, the April 2008 card can be called in to the hotline through May 31.

Instant Winners Every month, a random number of Hotline callers will hear a message that they are an instant winner of points. Every month, a random number of Hotline callers will hear a message that they are an instant winner of points. Callers 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. Callers 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 a participant is not an instant winner, they will earn a chance at a Grand Prize certificate just for calling. Even if a participant is not an instant winner, they will earn a chance at a Grand Prize certificate just for calling.

Remind Participants not to Call More Than Once to Record Answers! The SmartCard Hotline will not allow participants to record answers to a particular SmartCard more than once. The SmartCard Hotline will not allow participants to record answers to a particular SmartCard more than once. They may call the hotline any time to check their point balance. They should select the point query option when prompted. NOTE: These calls do not generate points or entries for a Grand Prize certificate. They may call the hotline any time to check their point balance. They should select the point query option when prompted. NOTE: These calls do not generate points or entries for a Grand Prize certificate. Point balances can also be checked on-line at Point balances can also be checked on-line at Login with your employee/volunteer ID #. Login with your employee/volunteer ID #.

To Help You Explain to Participants How the Initiative Works … Participants will receive a letter mailed to their homes explaining how the SmartCard Hotline works, how to earn rewards, how to qualify for Grand Prize certificates and how to order gifts. Directors will receive: SmartCards to distribute with a brief overview of how the initiative works and two True/False questions. SmartCards to distribute with a brief overview of how the initiative works and two True/False questions. You Did It Right! cards for Leaders. You Did It Right! cards for Leaders. Award of Excellence catalogs, from which participants may choose gifts. (Be sure to keep a supply of these on-hand.) Award of Excellence catalogs, from which participants may choose gifts. (Be sure to keep a supply of these on-hand.) Brochure and Resource Card. Brochure and Resource Card.

Participants can win MORE points with You Did It Right! Cards

Leaders Award You Did It Right! Cards When you see an individual demonstrating one of the behaviors printed on a You Did It Right! Card, give them a card. When you see an individual demonstrating one of the behaviors printed on a You Did It Right! Card, give them a card. The Leader awarding the card should write his/her employee ID # where it says, “Observer.” The Leader awarding the card should write his/her employee ID # where it says, “Observer.” Instruct the participant to call the phone number on the card, choose “You Did It Right” from the menu and enter the PIN number on the card. Instruct the participant to call the phone number on the card, choose “You Did It Right” from the menu and enter the PIN number on the card. They may hear a message that they have won more award points. They may hear a message that they have won more award points. Every caller will receive another entry for a Grand Prize certificate. Every caller will receive another entry for a Grand Prize certificate.

Leaders Also Can Earn Points! When participants redeem a You Did It Right! card, you will receive points. When participants redeem a You Did It Right! card, you will receive points. You will also be eligible to answer the SmartCard questions by calling the hotline. When you do, you may hear a message that you have won more award points. You also will receive an entry for a Grand Prize certificate. You will also be eligible to answer the SmartCard questions by calling the hotline. When you do, you may hear a message that you have won more award points. You also will receive an entry for a Grand Prize certificate.

How Do Participants 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 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.

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

Remind participants that lost cards cannot be replaced! Treat SmartCards and You Did It Right! Cards like Cash!

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.

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.

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

 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 IMPORTANT!

Frequently Asked Questions Frequently Asked Questions

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.

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.

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.

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.

Q: How can I know how many points I have? A: Call the hotline and choose the point query option or check online at Login with your ID #.

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.

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.

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

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.

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.

Q: What if I have questions about the program? A: Call the Award of Excellence Program at Bill Sims, Inc. at 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

Remember – It takes ALL of Us to be Number-One In Service Excellence at Providence and Saint John!

For more information for Leaders on how to successfully introduce this new initiative, visit the Leader’s Page at: