This document discusses a "Recipe for Success" for patient experience and staff engagement at a hospital. The recipe involves collating compliments from various sources like thank you cards, letters, online reviews and the Friends and Family Test. These compliments are then shared with staff through various recognition initiatives to boost staff morale and engagement. Sharing patient compliments has helped improve staff well-being and created happier patients by having happier staff.

1. Compliments
Collation:
A Recipe for Success
Rachel Lovesy, Head of Patient Experience &
Engagement
Vigi Arun, Cardiology Ward Sister

2. Our Recipe
for Success
“The work we have undertaken is all
about ensuring staff are made aware
of the compliments, praise and
recognition that they receive from
patients every single day”

3. Why?

5. Think Staff
-
Talk Patients
• Identified link between
Happy Staff = Happy
Patients
• NGH focussed on staff
praise, recognition,
wellbeing and
engagement
• Today we are focussing
on praise & recognition
- just one page in the
recipe book

6. The Ingredients
Friends & Family
Test
Online reviews
Facebook posts
Tweets
Thank you cards
Letters to CEO
Letters to PALS

8. Method
• Each service is asked to send any compliments
received into the patient experience office
• The same is done by PALS and the CEO’s office
• All positive comments received
via the FFT extracted
• All online reviews and
tweets recorded

9. Compliments Collation

11. CEO Recognition

12. Nurses Day Cards

13. Compliments Christmas
Tree

15. Staff engagement

16. Positive Reaction
(and a slice of healthy competition)

17. Friends & Family Test results

18. The Icing on the cake
Recognition Bingo 101 Words of Recognition

19. Thank you for listening!