What do you do to make staff feel special/valued/happy?
Discussion
I recently listened to this podcast:
Interview with Will Guidara who is a restaurateur and hospitality expert.
Was really interesting and gave me much food for thought (no pun intended). Great insights regarding improving the customer experience but he also focused on how to make staff experience as great as possible. Happy staff = happy working environment.
Behind the scenes working at the GP Practice is very difficult. You'll hear the stories of 'dragons on reception' but you'd be staggered by the amount of grief and abuse our staff get on a regular basis. Despite the stress and difficulty of the job, I think people enjoy working for us. Compared to other Practices, our staff turnover is very low. I want to look after our staff, I want them to be happy (well, as happy as can be working in the NHS!)
For the bosses out there, what is it you do (if anything) to help staff feel special/valued/happy?
Interview with Will Guidara who is a restaurateur and hospitality expert.
Was really interesting and gave me much food for thought (no pun intended). Great insights regarding improving the customer experience but he also focused on how to make staff experience as great as possible. Happy staff = happy working environment.
Behind the scenes working at the GP Practice is very difficult. You'll hear the stories of 'dragons on reception' but you'd be staggered by the amount of grief and abuse our staff get on a regular basis. Despite the stress and difficulty of the job, I think people enjoy working for us. Compared to other Practices, our staff turnover is very low. I want to look after our staff, I want them to be happy (well, as happy as can be working in the NHS!)
For the bosses out there, what is it you do (if anything) to help staff feel special/valued/happy?
Obviously replying without watching the video, 'cos PH...
Most people like to go home feeling like they've done a good job, so re-define what "success" is for the team. Patients are their customers, get the customers to do an "exit survey" about customer satisfaction, if they score 4 or 5 out of 5, staff get a bonus.
Get them helping each other out so the overall team does its best for the customers, you're not looking for one high-performing individual, you want everyone to feel successful.
Most people like to go home feeling like they've done a good job, so re-define what "success" is for the team. Patients are their customers, get the customers to do an "exit survey" about customer satisfaction, if they score 4 or 5 out of 5, staff get a bonus.
Get them helping each other out so the overall team does its best for the customers, you're not looking for one high-performing individual, you want everyone to feel successful.
deeen said:
Most people like to go home feeling like they've done a good job, so re-define what "success" is for the team. Patients are their customers, get the customers to do an "exit survey" about customer satisfaction, if they score 4 or 5 out of 5, staff get a bonus.
This is the very last thing you should do: they aren't customers, they are patients.People hate exit surveys - selecting between a frowny or smiley face is the last thing you want to do if it's taken you a week of hitting the phone line desperately trying to get an appointment & you've just been told there's a six month wait until you see a consultant.
OP: if you want to stop patients b
hing at your employees then make geniune improvements to the patient experience - then it becomes a happier job for your staff.Public recognition for good work
Trust
Flexibility when dealing with personal issues
One of the things our CEO does (and I don't know if it' deliberate or natural) - he always remembers the conversations that he's had with You. I see him quarterly and he'll always ask about X, Y, or Z and he'll always mention stuff that I've been working on that's crossed his desk. Given that I'm a small cog in a massive wheel the fact that he remembers and acknowledges always makes me feel good.
Trust
Flexibility when dealing with personal issues
One of the things our CEO does (and I don't know if it' deliberate or natural) - he always remembers the conversations that he's had with You. I see him quarterly and he'll always ask about X, Y, or Z and he'll always mention stuff that I've been working on that's crossed his desk. Given that I'm a small cog in a massive wheel the fact that he remembers and acknowledges always makes me feel good.
Mr Pointy said:
deeen said:
Most people like to go home feeling like they've done a good job, so re-define what "success" is for the team. Patients are their customers, get the customers to do an "exit survey" about customer satisfaction, if they score 4 or 5 out of 5, staff get a bonus.
This is the very last thing you should do: they aren't customers, they are patients.People hate exit surveys - selecting between a frowny or smiley face is the last thing you want to do if it's taken you a week of hitting the phone line desperately trying to get an appointment & you've just been told there's a six month wait until you see a consultant.
OP: if you want to stop patients b
hing at your employees then make "geniune improvements to the patient experience" - then it becomes a happier job for your staff.If it takes a week of hitting the phone line desperately trying to get an appointment the system is completely broken, and the staff are never going to go home feeling they've done a good job until it's fixed.
I should have to make one phone call, and if they can't answer straight away the staff should return that call as soon as possible.
As for the exit surveys... I think people would welcome the chance to express their feelings when the service is as bad as you describe, and to praise and thank good service. This can guide the "geniune improvements to the patient experience" you suggest in your last line... without feedback, how would they know what to improve?
My working environment and management style doesn't really fit with a GP surgery as the staff need to be there.
However, on a nice day I'll tell everyone to ps off early and enjoy the rest of the afternoon in the garden. Our Ops Manager in particular knows the business inside out and I know everything is ticking along nicely and being done, runs the office, sales team and engineers brilliantly. If I'm coming in later I'll always bring her a Starbucks, give her whatever time off she asks for and she knows if she is having a bad day or not feeling great she can just let me know and stay at home.
Give and take is important, micro-managing is counterproductive. Make sure your staff know you are there and your door is always open and you don't have a problem with doing yourself anything you ask them to do.
However, on a nice day I'll tell everyone to p
s off early and enjoy the rest of the afternoon in the garden. Our Ops Manager in particular knows the business inside out and I know everything is ticking along nicely and being done, runs the office, sales team and engineers brilliantly. If I'm coming in later I'll always bring her a Starbucks, give her whatever time off she asks for and she knows if she is having a bad day or not feeling great she can just let me know and stay at home.Give and take is important, micro-managing is counterproductive. Make sure your staff know you are there and your door is always open and you don't have a problem with doing yourself anything you ask them to do.
Saying thanks for hard work
I worked for a small place, recognition for hard work means a lot
Occasionally boss man would say take the afternoon off in the near future and take your wife for a meal - nothing crazy
Wonderful stuff, would subsequently bend over backwards going forwards
Several mergers and take overs later, we are quibbling a £30 diesel expense on the day I spent 12 hours in the car and did a full days work in the middle
I worked for a small place, recognition for hard work means a lot
Occasionally boss man would say take the afternoon off in the near future and take your wife for a meal - nothing crazy
Wonderful stuff, would subsequently bend over backwards going forwards
Several mergers and take overs later, we are quibbling a £30 diesel expense on the day I spent 12 hours in the car and did a full days work in the middle
Spare tyre said:
Saying thanks for hard work
I worked for a small place, recognition for hard work means a lot
Occasionally boss man would say take the afternoon off in the near future and take your wife for a meal - nothing crazy
Wonderful stuff, would subsequently bend over backwards going forwards
Several mergers and take overs later, we are quibbling a £30 diesel expense on the day I spent 12 hours in the car and did a full days work in the middle
My very first job, every Friday the MD would tell me to help myself to petty cash and take the site lads to the pub fir the afternoon as they arrived with time sheets. Somehow the cash lasted most of the weekend lol.I worked for a small place, recognition for hard work means a lot
Occasionally boss man would say take the afternoon off in the near future and take your wife for a meal - nothing crazy
Wonderful stuff, would subsequently bend over backwards going forwards
Several mergers and take overs later, we are quibbling a £30 diesel expense on the day I spent 12 hours in the car and did a full days work in the middle
Your experience bares out what I am always saying, thriving business gets bought up and the staff become bums on seats and numbers on payroll, to give as little as possible to.
I just counted what the guy I drive the truck for gave me last week, it ain't hard work and supplements my other things and I get use of the truck.
After my fourth holiday in 5 months I wasn't expecting much, as it was only a 4 day week after 8 day holiday, I got a lot more than expected, two weeks money. Considering I f
ked off with 2 days notice, it was an old school touch. So rare these days. Probably why I rarely say no lol.
Another thing I didn't mention, I keep the fridge stocked up with soft drinks and last week I noticed one of the girls was bringing a protein bar in each day as a mid-morning snack. I bought a big box of them on Amazon and put them in the fridge for her. Small things but she seemed happy.
Spare tyre said:
Saying thanks for hard work
I worked for a small place, recognition for hard work means a lot
Occasionally boss man would say take the afternoon off in the near future and take your wife for a meal - nothing crazy
Wonderful stuff, would subsequently bend over backwards going forwards
Several mergers and take overs later, we are quibbling a £30 diesel expense on the day I spent 12 hours in the car and did a full days work in the middle
Exactly. So short sighted as next time overtime is required no doubt you'll be unable to do it.I worked for a small place, recognition for hard work means a lot
Occasionally boss man would say take the afternoon off in the near future and take your wife for a meal - nothing crazy
Wonderful stuff, would subsequently bend over backwards going forwards
Several mergers and take overs later, we are quibbling a £30 diesel expense on the day I spent 12 hours in the car and did a full days work in the middle
I used to do duvet days that could be called in as and when. I tended to be Mondays for some reason
TX.
I have a small ish team we have practically zero staff turnover.
Say thank you
Reward them if you can financially; they need to enjoy their life too
Have done comedy nights etc in the past
We used to do a fat Friday, it involved every Friday one staff member feeding the rest, either via the BBQ (which we have at work) or get something in etc) it was fantastic but it got to be to much faff it was a great way for the team to generally bond, though
One additional days holiday per 5 years worked etc
I just do my best to make sure they feel part of a team, I don't quibble at needing appts, or to go to do the odd thing in work time.
The biggest issue is squabbling between eachother rather than them feeling like they are not part of the team
Say thank you
Reward them if you can financially; they need to enjoy their life too
Have done comedy nights etc in the past
We used to do a fat Friday, it involved every Friday one staff member feeding the rest, either via the BBQ (which we have at work) or get something in etc) it was fantastic but it got to be to much faff it was a great way for the team to generally bond, though
One additional days holiday per 5 years worked etc
I just do my best to make sure they feel part of a team, I don't quibble at needing appts, or to go to do the odd thing in work time.
The biggest issue is squabbling between eachother rather than them feeling like they are not part of the team
Lots of good suggestions here.
I'd also add that in my experience, the process starts at the hiring stage. I've often found myself in a situation with two candidates for a job where one is likely to be a bit better than the other one but the other one is a better fit within the team. I've tended to go for the latter and it's an approach that's not let me down.
I'd also add that in my experience, the process starts at the hiring stage. I've often found myself in a situation with two candidates for a job where one is likely to be a bit better than the other one but the other one is a better fit within the team. I've tended to go for the latter and it's an approach that's not let me down.
AB said:
Another thing I didn't mention, I keep the fridge stocked up with soft drinks and last week I noticed one of the girls was bringing a protein bar in each day as a mid-morning snack. I bought a big box of them on Amazon and put them in the fridge for her. Small things but she seemed happy.
That sounds great, if anything went in the fridge here it would be gone a few hours later 
We did get choice of the meeting room soft drinks once… when they expired
Thanks for the interesting replies, it is appreciated 
To clarify some points/add extra info. It is a small(ish) semi-rural Practice. ~40 staff. Lots of middle aged women.
TBF many of the admin staff are middle aged women doing the job part time (with husband working part time) so not really looking for career progression as such. This is an alternative to them working in a supermarket for example.
Wrt your suggestion for 'customer satisfaction' feedback. There are already feedback options for patients online - both positive and negative feedback. Positive is always shared with the individual in question with a congratulatory email and everyone copied in.
As for the 'exit survey' - tbh, what patients might want and what they need are two different things. A patient may be managed clinically correctly but be 'unhappy' about it.
Example: patient has a cold but wants antibiotics. They are reviewed and the clinician deems the issue to be a viral illness and advises the usual OTC meds, rest etc. Feedback: WORST SURGERY EVER. DOCTOR DIDN'T GIVE ME ANTIBIOTICS.
We record all our phone consultations. At first Reception were worried it was going to be used against them, but in actual fact it has been invaluable in the he said/she said arguments on the phone. A patient will claim XYZ...we'll listen to the call and find out they are lying. We always back our staff (they really appreciate it) and have (legit) zero tolerance policy for abuse.
All the staff are very close and actually get on well together. if someone is off sick, they get flowers. If someone is off on mat leave and has a baby they'll get baby gifts
The staff genuinely like to spend time with each other. We pay for a Summer and Christmas party every year. Everyone really looks forward to it, they love getting dressed up, get a bit boozy and have fun. It's a great atmosphere. That's our team bonding, we don't do 'team building away days' or anything like that.
It's a tricky balance as I'm a GP first and business owner second. Been a Partner here for over a decade now.
I think the wellbeing and positive vibes it results in is worth the £10/week.
Staff are often bringing in things they've baked (cakes, biscuits etc). Our Practice is not a good place to work if you're on a diet!
Another example is in the summer time when it's hot, I'll walk over to Tesco, buy 4-5 boxes of ice lollies so everyone can have at lunchtime.
BBQ at work! I like that idea.
Thanks again for all the input, I'll have a think about things.
To clarify some points/add extra info. It is a small(ish) semi-rural Practice. ~40 staff. Lots of middle aged women.
22s said:
Spend time with them 1-1 on a regular basis to understand what's working, what's not, how we can support them with their career goals, what we can do better as an employer, etc...
We do annual appraisals but I suppose direct feedback could be helpful.TBF many of the admin staff are middle aged women doing the job part time (with husband working part time) so not really looking for career progression as such. This is an alternative to them working in a supermarket for example.
deeen said:
Obviously replying without watching the video, 'cos PH...
Most people like to go home feeling like they've done a good job, so re-define what "success" is for the team. Patients are their customers, get the customers to do an "exit survey" about customer satisfaction, if they score 4 or 5 out of 5, staff get a bonus.
Get them helping each other out so the overall team does its best for the customers, you're not looking for one high-performing individual, you want everyone to feel successful.
We always rank highly in our Patient Satisfaction Survey. There are no concerns regarding access for appointments etc.Most people like to go home feeling like they've done a good job, so re-define what "success" is for the team. Patients are their customers, get the customers to do an "exit survey" about customer satisfaction, if they score 4 or 5 out of 5, staff get a bonus.
Get them helping each other out so the overall team does its best for the customers, you're not looking for one high-performing individual, you want everyone to feel successful.
Wrt your suggestion for 'customer satisfaction' feedback. There are already feedback options for patients online - both positive and negative feedback. Positive is always shared with the individual in question with a congratulatory email and everyone copied in.
As for the 'exit survey' - tbh, what patients might want and what they need are two different things. A patient may be managed clinically correctly but be 'unhappy' about it.
Example: patient has a cold but wants antibiotics. They are reviewed and the clinician deems the issue to be a viral illness and advises the usual OTC meds, rest etc. Feedback: WORST SURGERY EVER. DOCTOR DIDN'T GIVE ME ANTIBIOTICS.
asfault said:
1.Make sure their pay is right
2.Make sure their holidays are right
3. Back them infront of a customer when you know the customer is wrong
4. Everything else
We try to attend to all that.2.Make sure their holidays are right
3. Back them infront of a customer when you know the customer is wrong
4. Everything else
We record all our phone consultations. At first Reception were worried it was going to be used against them, but in actual fact it has been invaluable in the he said/she said arguments on the phone. A patient will claim XYZ...we'll listen to the call and find out they are lying. We always back our staff (they really appreciate it) and have (legit) zero tolerance policy for abuse.
Countdown said:
Public recognition for good work
Trust
Flexibility when dealing with personal issues
One of the things our CEO does (and I don't know if it' deliberate or natural) - he always remembers the conversations that he's had with You. I see him quarterly and he'll always ask about X, Y, or Z and he'll always mention stuff that I've been working on that's crossed his desk. Given that I'm a small cog in a massive wheel the fact that he remembers and acknowledges always makes me feel good.
We do our best re flexibility when it comes so family emergencies/issues/childcare problems and the like. We do have to work within the bounds of the contract though.Trust
Flexibility when dealing with personal issues
One of the things our CEO does (and I don't know if it' deliberate or natural) - he always remembers the conversations that he's had with You. I see him quarterly and he'll always ask about X, Y, or Z and he'll always mention stuff that I've been working on that's crossed his desk. Given that I'm a small cog in a massive wheel the fact that he remembers and acknowledges always makes me feel good.
All the staff are very close and actually get on well together. if someone is off sick, they get flowers. If someone is off on mat leave and has a baby they'll get baby gifts
The staff genuinely like to spend time with each other. We pay for a Summer and Christmas party every year. Everyone really looks forward to it, they love getting dressed up, get a bit boozy and have fun. It's a great atmosphere. That's our team bonding, we don't do 'team building away days' or anything like that.
Doofus said:
EMI.
Did it for years, and made some people very happy indeed,
Can you elaborate?Did it for years, and made some people very happy indeed,
AB said:
Give and take is important, micro-managing is counterproductive. Make sure your staff know you are there and your door is always open and you don't have a problem with doing yourself anything you ask them to do.
We don't micromanage. I have 3 managers who oversee aspects of the surgery (general running, reception and finance). They can be trusted to run things and don't need any handholding.It's a tricky balance as I'm a GP first and business owner second. Been a Partner here for over a decade now.
Spare tyre said:
Saying thanks for hard work
I worked for a small place, recognition for hard work means a lot
Occasionally boss man would say take the afternoon off in the near future and take your wife for a meal - nothing crazy
Wonderful stuff, would subsequently bend over backwards going forwards
Yes, I think you're spot on here. When people feel they are valued, they'll go that extra mile. When not, they'll be clock watching and working to rule.I worked for a small place, recognition for hard work means a lot
Occasionally boss man would say take the afternoon off in the near future and take your wife for a meal - nothing crazy
Wonderful stuff, would subsequently bend over backwards going forwards
AB said:
Another thing I didn't mention, I keep the fridge stocked up with soft drinks and last week I noticed one of the girls was bringing a protein bar in each day as a mid-morning snack. I bought a big box of them on Amazon and put them in the fridge for her. Small things but she seemed happy.
I usually bring in treats/snacks on a Fri-Yay Friday. I have a reputation for being a feeder. I think the wellbeing and positive vibes it results in is worth the £10/week.Staff are often bringing in things they've baked (cakes, biscuits etc). Our Practice is not a good place to work if you're on a diet!
Another example is in the summer time when it's hot, I'll walk over to Tesco, buy 4-5 boxes of ice lollies so everyone can have at lunchtime.
Regy53 said:
I have a small ish team we have practically zero staff turnover.
Say thank you
Reward them if you can financially; they need to enjoy their life too
Have done comedy nights etc in the past
We used to do a fat Friday, it involved every Friday one staff member feeding the rest, either via the BBQ (which we have at work) or get something in etc) it was fantastic but it got to be to much faff it was a great way for the team to generally bond, though
One additional days holiday per 5 years worked etc
I just do my best to make sure they feel part of a team, I don't quibble at needing appts, or to go to do the odd thing in work time.
The biggest issue is squabbling between eachother rather than them feeling like they are not part of the team
As you can imagine, a team comprised almost entirely of women can potentially prove problematic. Cliques and stirrers can make things miserable for all. At the mo, we have a great team and everyone gets on.Say thank you
Reward them if you can financially; they need to enjoy their life too
Have done comedy nights etc in the past
We used to do a fat Friday, it involved every Friday one staff member feeding the rest, either via the BBQ (which we have at work) or get something in etc) it was fantastic but it got to be to much faff it was a great way for the team to generally bond, though
One additional days holiday per 5 years worked etc
I just do my best to make sure they feel part of a team, I don't quibble at needing appts, or to go to do the odd thing in work time.
The biggest issue is squabbling between eachother rather than them feeling like they are not part of the team
BBQ at work! I like that idea.
StevieBee said:
Lots of good suggestions here.
I'd also add that in my experience, the process starts at the hiring stage. I've often found myself in a situation with two candidates for a job where one is likely to be a bit better than the other one but the other one is a better fit within the team. I've tended to go for the latter and it's an approach that's not let me down.
100% I'd also add that in my experience, the process starts at the hiring stage. I've often found myself in a situation with two candidates for a job where one is likely to be a bit better than the other one but the other one is a better fit within the team. I've tended to go for the latter and it's an approach that's not let me down.
Thanks again for all the input, I'll have a think about things.
Gassing Station | Business | Top of Page | What's New | My Stuff