The feedback we receive through the patient satisfaction survey is an important part of our quality improvement process. Patient satisfaction data helps us determine areas in need of improvement. It also tells us what we are doing well. Through open-ended survey questions, families have an opportunity to tell us more about their experience and to recognize staff involved in the patient’s care.
When families tell us specifically what we did well and who made that experience positive, we share that feedback with the employee, their manager and department leadership.
The Radiology Patient Experience team at Cincinnati Children’s wanted to take this recognition a step further by calling out an exceptional employee and awarding them the Family Recognition Award. Team members voted for the survey comment they felt best exemplifies Cincinnati Children’s values: making a difference, telling the truth, working as a team, and respecting everyone.
In October, Renee Krebs, ultrasound technologist, received the first Family Recognition Award. Radiology leadership, radiologists, managers and peers joined the celebration.
Sharing and highlighting positive comments helps build morale and motivation. It lets staff know their good work is appreciated. After all, everyone likes to be thanked and recognized for making a difference.
Dianne Hater, Patient Advocate, author; Glenn Miñano, BFA, editor; Meredith Towbin, copy editor