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MercyHealth (Janesville, Wisconsin) has two rewards reorganizing associates’ exceptional effort, above and beyond the call of duty and someone to admire and respect. Nominations come from patients, colleagues or guests. A committee reviews them and selects winners. Personal letters are sent to home addresses, and recipients are recognized in departmental meetings. Similar programs at other HCOs often involve small prizes, such as a gift certificate for dinner for two. Bronson Healthcare (Michigan) has a lottery for recipients with a substantial cash prize. Should every well-managed healthcare organization have a similar program? Can you describe to a customer stakeholder why the program is (or not) a good idea.

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