In a previous Discovery Paper, “What Really Matters to HealthCare Employees?" (May 2007 Random Samples), HealthStream Research looked to our national database to identify factors critical to healthcare employee satisfaction.  We shared the top four items to be mostly highly predictive of Overall Satisfaction along with the underlying drivers of each predictor. 

HealthStream Research recently looked at one of the top four predictors—Employee Recognition—and interviewed four hospitals in our national employee database that scored high in the area of “How well administrators treat, appreciate and support employees”.  This is part one of a four part series highlighting the best practices of these four hospitals.

Cultivating Employee Loyalty through Recognition — DeTar HealthCare System

DeTar Healthcare System is a 308-bed facility located in Victoria, TX. After interviewing CEO William Blanchard and several members of his team, it is clear why DeTar performs so highly on employee recognition. 

A major contributor to DeTar’s success is the fact that they have a deliberate plan to recognize and reward their employees.  Part of this plan is making the most of every opportunity.  Most events and programs at DeTar have multiple purposes and fulfill multiple needs.

One integral part of DeTar’s employee recognition plan is an appointed staff member, Emily Weatherly, who is in charge of relations both within the hospital and within the community.  She is so successful because she has a clearly defined purpose.  Employees from a wide variety of departments know her well and know she is there for them. 

In addition to having a responsible staff member, DeTar has several formal employee recognition programs.  One of the most powerful programs is the sticker program.  Stickers that say “Ask me how I made the DeTar Difference” are given to employees for a job well done, coupled with written or verbal praise, in front of other employees.  In addition, patients, visitors, and fellow employees are encouraged to ask anyone sporting a sticker to tell their story.  This program offers immediate recognition and encourages positive storytelling at DeTar.

DeTar also recognizes employees through an employee of the month celebration.  This ceremony includes a PowerPoint presentation focusing on compliments and positive stories shared about all the wonderful things going on at DeTar. The name of the employee of the month is withheld until the end of the presentation in order to surprise both the honored employee and the crowd. Following this presentation, DeTar recognizes Golden Acorn Award winners.  The Golden Acorn program recognizes good ideas and suggestions from employees.  The compliments received about the winning employee are read aloud, and gifts are given to those who have received compliments. These gifts include meal tickets or tickets for free coffee at the hospital coffee shop. 

The DeTar administration hosts a birthday lunch for employees every month.  This is an opportunity to inform employees of changes, developments and new projects.  It is also an excellent opportunity to discuss any rumors that might be floating around the hospital.  Administration makes a point to be open during such occasions.  They believe this openness shows employees how much they respect them. It also demonstrates that administration trusts employees with information.

DeTar also celebrates throughout the year with dinners and banquets.  One of the more popular celebrations of the year is the Employee Appreciation Steak Dinner.  This dinner is held once a year and its only purpose is to show appreciation to employees.  In addition to the steak appreciation dinner, DeTar administration holds a Service Awards banquet.  The primary function of this banquet is to hand out service awards acknowledging employees’ years of service.

Surprise celebrations are also key in recognizing the accomplishments of DeTar employees.  Recently DeTar ranked number one in the company for satisfaction with the emergency department and same day surgery.  This achievement was spontaneously celebrated with ice cream sundaes.  DeTar decided to draw on an idea from a previous HealthStream Research “Best Practices” publication and have their departments make a video about the Top Ten Reason’s why DeTar was #1 in patient satisfaction.

The year is ended with an annual Holiday Party.  This is not only a time to celebrate the holidays, but also to recognize employees.  Recently DeTar has started giving out “DeTar Oscars” at the holiday party.  Employees are nominated by the Employee Activity Committee for awards such as “Most Respectful” and “Best Team Player”.  Award recipients are honored with gold plastic Oscar-like statues. Voting for these awards is open to all staff, so they are truly decided by employees for employees. 

In addition to events and celebrations, DeTar stresses that the “human touch” is critically important. From the use of handwritten notes to employees to an open-door policy, DeTar administrators make every effort to induce a “family feeling” in the hospital. Employees and administrators are on a first-name basis, further enhancing healthy relationships.  Another indication of the concern administrators have for their employees is their benevolence. Fundraisers for employees with critical needs are not unusual at DeTar.

While instituting programs and celebrating successes are important, DeTar is also aware that it is critical to formally assess employee opinion in the hospital.  Therefore, DeTar administers the HealthStream Employee Insights Survey once a year.  Results of the survey are discussed and areas where improvement is needed are identified and addressed.