How Home Instead use praise to recognise all their care team.
A conversation with:
John James
Home Instead, Fareham
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“Praiseworthy has provided a simple and elegant mechanism for clients, peers and others involved with the service to provide that essential recognition to the team”
Improving the lives of its clients and delivering outstanding relationship-centred care in their own homes is central to Home Instead’s mission. The team of 65 Care Professionals at the franchise in Fareham are fundamental to delivering on those aims, and recognising their achievements is critical to creating a culture of success.
Running a successful care franchise and developing a great work environment is something that John James, owner of Home Instead Fareham, has strived for from day one. Growing over the past “8 years to over 100 clients, 65 Care Professionals, and 8 Key Players, we’ve found it hard to capture feedback in a timely way”, however, John was overly aware of the importance of praise and recognition to his team.
Although John was aware of the importance of recognising his team, he noticed over time that “there was a lack of consistency and feedback wasn’t always received by the team for various reasons”.
Prior to finding out about Praiseworthy, Home Instead Fareham use a variety of approaches to recognise its team, including sending out cards by hand and during the Friday team lunches, where specific incidents could be highlighted – leading to a significant delay in giving the praise from when the action took place. With feedback being provided in a variety of formats, John explained “It’s a challenge to capture feedback and deliver that to the team”.
“It’s a challenge to capture feedback and deliver that to the team”.
As with any Home Instead franchise, most of the team are working in the local communities and aren’t regularly in the office – it was clear to the leadership team that an effective recognition process was needed so that all the team can feel valued, and their contribution recognised.
John understood the importance of recognising the team and the benefits that this could bring for his business, however, he “hadn’t realised that there really was a problem”.
“Praiseworthy solved a problem we didn’t really know what we had”.
Home Instead Fareham had been working with Growth Alliance for a while when they initially introduced Praiseworthy, and John was excited to experience a personalised demo. As soon as John saw Praiseworthy in action, he knew “it was something that would just work”. Its simplicity and ease of use, paired with the “thrill of expecting something personalised to arrive in the post”, made it a winning combination. John said, “Praiseworthy solved a problem we didn’t really know what we had”.
Praiseworthy allowed the clients, Care Professionals, and others involved with the service to share praise directly with the team member in a more direct way than the previous processes that were in place.
The team at Home Instead Fareham manage all of the praise in one central platform and John really loves the fact that “anyone can give praise, with the key players administering it”. John said that “receiving peer-to-peer feedback and recognition from those involved with the service is very important and feels more direct and valuable to the team than our previous processes.” By using Praiseworthy, the team can be recognised in a more specific and timely way and “that is a real benefit”.
John said it is difficult to quantify and attribute the metrics that we are tracking to Praiseworthy specifically, however, praise and “feedback is really important to the team and a consistent message we have seen over the past 8 years.” Praiseworthy was a perfect solution to a problem that the team didn’t realise they had.
“Praiseworthy has provided a simple and elegant mechanism for clients, peers and others involved with the service to provide that essential recognition to the team”. Having a tangible and immediate way to recognise our team has allowed them to feel a great sense of accomplishment and success.
“Praiseworthy has provided a simple and elegant mechanism for clients, peers and others involved with the service to provide that essential recognition to the team”.
Primarily, Praiseworthy has made the whole recognition process timelier, and by sending out a certificate in the post, gives the team a sense of excitement while they wait for it to come through the door. The team value the certificates and want to share their certificates on the office wall because of the feeling of accomplishment.
“Growth Alliance has been a partner of ours, not just a service provider” says John. John values the collaborative effort to make improvements. The whole team “loves the accessibility and the mechanism to get the praise out.”
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