Over 50% of stories shared on the site are purely positive, told to thank and recognise staff who made their interactions with the service a positive one. It is an act of kindness. It is important when responding to these ‘compliments’ to take equal care in your response.
This involves being specific in your response – if they have named a staff member, name them in your response. Let the storyteller know how you plan to recognise the staff member(s):
- Will you be passing the story on directly?
- If you are passing it on to a manager, will you be adding your own personal thanks?
- Will they receive a CO Hero certificate or be acknowledged through an internal recognition program?
See some great examples of responses recognising staff commended in stories below.
Helpful tip: naming individual staff members that have been thanked in the story when responding comes across as more genuine and believable than referring to them as ‘the staff member(s) you have named’.
Recognising staff
Mum's care (Crit 0)
How 1 person in a hospital can help (Crit 0)
Northampton Hospital ED (Crit 0)
Excellence in service, care and treatment Crit 0)
Eye surgery (Crit 0)